How to progress if suspect all units of one printer type have same issue

razzle-dazzle44

We have purchased a printer which was working fine until we tried to print out one particular paper size which it is supposed to support. It would not print this size so we contacted the manufacture and after going through troubleshooting with their support they sent a replacement. This has exactly the same issue and I suspect all printers of this type have the same problem. I have been through troubleshooting again and again been offered another one of the same type. As I have 2 already now and don't want to waste yet more time I would like an alternative printer or my money back. It is obviously not fit for the purpose as it won't do the things it is supposed to do but the manufacturer unsurprisingly don't seem willing to accept that this is a fundamental issue with all printers of this type. Do I know go back to the retailer and quote the sale of goods act as it isn't fit for the purpose for which it was bought? We contacted the retailer initially but they said as it had gone past the 14 days we should take it up with the manufacturer under the warranty but we are obviously not going to get anywhere with that except an increasing stack of printers!

vuvuzela

What is the make / model ? Are there reports on the Internet from other people having the same issue ?

derrick

razzle-dazzle44 wrote: »

We have purchased a printer which was working fine until we tried to print out one particular paper size which it is supposed to support. It would not print this size so we contacted the manufacture and after going through troubleshooting with their support they sent a replacement. This has exactly the same issue and I suspect all printers of this type have the same problem. I have been through troubleshooting again and again been offered another one of the same type. As I have 2 already now and don't want to waste yet more time I would like an alternative printer or my money back. It is obviously not fit for the purpose as it won't do the things it is supposed to do but the manufacturer unsurprisingly don't seem willing to accept that this is a fundamental issue with all printers of this type. Do I know go back to the retailer and quote the sale of goods act as it isn't fit for the purpose for which it was bought? We contacted the retailer initially but they said as it had gone past the 14 days we should take it up with the manufacturer under the warranty but we are obviously not going to get anywhere with that except an increasing stack of printers!

Nothing in the SoGA re 14 days, your contract is with the retailer so go back to them.

Within the first 6 months it is up to them to prove there is nothing wrong with it, not for you to prove there is.

.

razzle-dazzle44

Its an HP envy 114 and it won't take 5 by 7 - I have checked on the internet for people having the same problem but haven't come across any although one amazon review states it won't except legal size documents (I don't think it is actually supposed to support these though) and someone else lists a problem with envelopes. It would be good to know if anyone else has one of these and has sucessfully printed this size onto photo paper.

Ectophile

To me, this sounds more like it may be a device driver issue, rather than a problem with the printer itself. Do you have the latest version of the driver installed? Check the manufacturer's web site to see if there's a newer one.

pmduk

You might find it useful to ask in the techie forum if anyone there has experience with this model.

agrinnall

Who was the retailer?
Was this a consumer or business purchase (it's quite an expensive printer for home use)?

Spankey

download the correct driver for your printer from here ;

oops cant post links yet so private message me with operating system and ill send you the exact link you need.



Before you install new drivers;

Firstly go into control panel and open programmes and features section (win7 or vista) or add/remove programmes in (win xp), then see if the driver for your printer is in there, If it is then click the driver name and uninstall it. Then reboot pc before starting new driver install.

Turn the printer on but do not connect the usb lead until the install programme tells you to half way through the new install and it should then install correctly.

Fosterdog

Is the problem with printing on 5 x 7 only when printing from one source?

Have you tried printing from SD, USB, PC, AirPrint and e-print?

Which ones work and which ones don't?

I haven't used this exact model but a similar one via SD and AirPrint, the SD printing had to go through quite a few of the menus and options to get the settings just right for the paper size and quality I was using. Through airprint I didn't change any settings at all and it didn't quite print the way I wanted it to but I was only trying it out so didn't bother to go through the settings to see if it could be done.

IME HP printers are very good for printing on many different types and sizes of paper but are not the easiest to configure and you usually have to go through all the options for each and every print to get it right rather than it remembering your previous selection.