Faulty printer, unable to get resolution and now they want to charge me for it!

sghughes42

I bought an HP F4280 from Comet back in October last year. Initially I couldn't get it to install on my computer and having more pressing things to worry about put it on one side and persisted with my old Epson until I had more time. Around February / March I finally got around to looking at it and after running various registry cleaners finally got the product to install.

From the outside it refused to feed paper. I had to push the paper in and even then half the time it spat it back out again. I tried all the 'fixes' HP suggested (even though I could tell half of them were total rubbish) but still no luck. I persisted, hoping it would improve until just short of the 6 month cut-off for getting a full refund from the retailer and took it back.

However, at the shop I didn't get the chance to get a word in edgeways and before I knew it he'd arranged a replacement and once he'd done that said he couldn't cancel it and give a refund instead. Anyway, I thought I might as well give it a try, although I wasn't very optimistic as it appears from various forums that paper feed is a problem with this model.

Anyway, new one turns up and while it doesn't spit the paper out as often it still doesn't feed it in the first place.

The problem is that HP are now chasing me for the original one to be returned. I was told this would be collected when the replacement was sent but as the replacement was left with a neighbour this couldn't happen. I've been waiting for them to contact me to arrange a replacement (they have my number after all - I had to give it when he arranged the replacement) but today I got a letter saying that as I'd not returned it they were taking it that I wanted to keep the defective unit and were going to bill me for it!

I've tried calling the number on the letter but they are only open during the day Monday to Friday and of course those of us who work (and have employers who have banned personal use of phones during work time) can't call during the week...

Any suggestions? Is it worth taking *both* back to Comet and demanding my money back or as it's gone over 6 months now will they not give me a refund? (The problem was notified before the 6 month deadline - does that affect anything?) Also, they now appear to have passed the problem over to HP so do Comet have any involvement in this now anyway?

Can HP legitimately bill me for a faulty product or if they tried to enforce it would they be laughed out of court?

One thing is for sure, this is the first time I have bought HP and will certainly be the last...

OlliesDad

What is this 6 month deadline you are referring to?

adamg

there is no six month deadline on any product comet sell its either 28 days or 1 year never heard of a six month one, i dont understand why they gave you a brand new one without taking the old one?

sghughes42

According to SWMBO (who works at the CAB) if an item is returned as faulty within 6 months of purchase you can ask for a full refund. If it is outside 6 months they can make deductions based on the amount of use you have had from it.

Apparently Comet don't deal with warranty returns for HP, they have an agreement with HP themselves to deal with these problems.

Weirdlittleman

sghughes42 wrote: »

According to SWMBO (who works at the CAB) if an item is returned as faulty within 6 months of purchase you can ask for a full refund. If it is outside 6 months they can make deductions based on the amount of use you have had from it.

Apparently Comet don't deal with warranty returns for HP, they have an agreement with HP themselves to deal with these problems.

Completely wrong.
Your remedy is repair, replacement or refund

They are also entirely allowed to charge you for the other one if you dont make a reasonable effort to return it to them and just keep it. Call them and arrange a colllection time.

If the replacement isnt working properly I would quickly get it sorted as after 6 months they are entitled to ask you to prove the fault is inherent etc,

sghughes42

Weirdlittleman wrote: »

Completely wrong.
Your remedy is repair, replacement or refund

You're right, I think she may be getting her wires crossed. The 6 months relates to proving the cause of the fault...

However, if the fault appears to be a design flaw then can they keep replacing the unit ad infinitum or at some point can I get my money back?

Weirdlittleman wrote: »

Call them and arrange a colllection time.

What is reasonable effort? If, due to work, I can't phone during the limited time they are open then what exactly can I do? I've tried emailing them only to be told I have to phone. Do I have to lose pay by taking a day off just so I can call them?

sghughes42

Thinking further on this, I would be rejecting the goods as not fit for purpose - a printer needs to be able to feed paper otherwise it doesn't print.

Therefore, the 6 months rule applies in that as I notified the fault before 6 months has elapsed they would have to prove the problem was caused by me and as the replacement suffers the same problem that would be almost impossible to do surely?

The question then boils down to whether they could keep giving me replacements until we find one which does actually work or whether I could request a refund as that model of printer is not fit for purpose.

Weirdlittleman

sghughes42 wrote: »

Thinking further on this, I would be rejecting the goods as not fit for purpose - a printer needs to be able to feed paper otherwise it doesn't print.

Therefore, the 6 months rule applies in that as I notified the fault before 6 months has elapsed they would have to prove the problem was caused by me and as the replacement suffers the same problem that would be almost impossible to do surely?

The question then boils down to whether they could keep giving me replacements until we find one which does actually work or whether I could request a refund as that model of printer is not fit for purpose.

Actually I dont think it would be that hard. Its a mass produced printer.

As for replacements etc not really as by your own admission the 6 months is up at which point the burden of proof is on you

sghughes42

Weirdlittleman wrote: »

As for replacements etc not really as by your own admission the 6 months is up at which point the burden of proof is on you

I originally returned the printer just before the 6 months was up so would that not count?

Also, where do I go with the replacement? If I return the original does my contract then become with HP (who supplied the replacement)?

They are both faulty but by involving HP, Comet have really confused things...

sghughes42

A quick query on this - am I right in assuming that as I bought it from Comet they are responsible for sorting this?

So, if I take both the original and the replacement down there tomorrow I can insist they deal with it rather than have them pass me over to HP for them to sort it? The main problem is that with HP everything has to be dealt with via courier and as I work and there is no-one else at home I can't accept deliveries or have items ready for collection, making it very inconvenient for me.

Comet_company_representative

sghughes42 wrote: »

I bought an HP F4280 from Comet back in October last year. Initially I couldn't get it to install on my computer and having more pressing things to worry about put it on one side and persisted with my old Epson until I had more time. Around February / March I finally got around to looking at it and after running various registry cleaners finally got the product to install.

From the outside it refused to feed paper. I had to push the paper in and even then half the time it spat it back out again. I tried all the 'fixes' HP suggested (even though I could tell half of them were total rubbish) but still no luck. I persisted, hoping it would improve until just short of the 6 month cut-off for getting a full refund from the retailer and took it back.

However, at the shop I didn't get the chance to get a word in edgeways and before I knew it he'd arranged a replacement and once he'd done that said he couldn't cancel it and give a refund instead. Anyway, I thought I might as well give it a try, although I wasn't very optimistic as it appears from various forums that paper feed is a problem with this model.

Anyway, new one turns up and while it doesn't spit the paper out as often it still doesn't feed it in the first place.

The problem is that HP are now chasing me for the original one to be returned. I was told this would be collected when the replacement was sent but as the replacement was left with a neighbour this couldn't happen. I've been waiting for them to contact me to arrange a replacement (they have my number after all - I had to give it when he arranged the replacement) but today I got a letter saying that as I'd not returned it they were taking it that I wanted to keep the defective unit and were going to bill me for it!

I've tried calling the number on the letter but they are only open during the day Monday to Friday and of course those of us who work (and have employers who have banned personal use of phones during work time) can't call during the week...

Any suggestions? Is it worth taking *both* back to Comet and demanding my money back or as it's gone over 6 months now will they not give me a refund? (The problem was notified before the 6 month deadline - does that affect anything?) Also, they now appear to have passed the problem over to HP so do Comet have any involvement in this now anyway?

Can HP legitimately bill me for a faulty product or if they tried to enforce it would they be laughed out of court?

One thing is for sure, this is the first time I have bought HP and will certainly be the last...

Hi sghughes42,

My name’s Andy and I’m from Comet.

I was sorry to learn of the problems that you have been experiencing with your HP printer. Although our normal procedure would be to register the fault with HP technical support line, who will arrange an exchange if the fault is confirmed, this should be a smooth and simple process and I am sorry that this doesn’t appear to be the situation in this instance. So that I can have this matter resolved for you could you please send in an email using the below link and provide all necessary information regarding this matter.

You will need to register a few details with us to be able to send your e-mail in.

http://comet.custhelp.com

Regards,

Andy