Archive for January, 2009

You are trying to kill your printer gradually

Wednesday, January 28th, 2009

This is a real-life conversation between my roommate (”NG”) and an HP tech-support representative (”Harpreet”). He was having some trouble with his printer, so went online to chat with an “expert” about how to solve the problem. This is what happened:

(it doesn’t get truly otherworldly until the end, so read it all the way through)

NG : replaced the black ink cartridge. Black text no longer appears in my printed documents. However, black text appears properly on diagnostic page.
[An agent will be with you shortly.]
[You are now chatting with Harpreet .]
NG : hello
Harpreet : Welcome to HP Total Care for IPG. My name is Harpreet. Please give me a few moments while I review your problem description details.
Harpreet : As per the records with me you are referring to HP Deskjet 6980 printer, with WIN XP installed as an operating system on it. Am I correct?
NG : yes
NG : can you see my responses? I attempted another support chat earlier and the technician could not view my responses.
Harpreet : Nathaniel, please let me know more on the issue so that I may be able to assist and get the issue resolved at the earliest?
NG : ok, I replaced the black ink cartridge because it was empty
Harpreet : yes, i am bale to see you r responses..
NG : i tried to print several documents
Harpreet : sorry able to see
NG : from different programs (microsoft word, photoshop, etc)
NG : and the black text portions of the document do not print
NG : occasionally some “shadow text” appears that is very light grey
Harpreet : make sure the cartridges are filled?
NG : yes, all the cartridges are filled
NG : when i print a diagnostic page
NG : (by holding the power and cancel buttosn on the printer)
NG : it is fine
Harpreet : did you tried with another set of new cartridges?
NG : but when I print any documents from any software programs, the black text does not show up on thepage
NG : yes
NG : 2 different sets
NG : i have also tried cleaning the cartridges
Harpreet : ok, since when are you facing this issue?
NG : 2 days ago when I first attempted to replace the black ink cartridge
NG : i have rebooted the printer and the computer several times
Harpreet : please power off the printer.
Harpreet : unplug all the cables from the printer.
NG : ok
Harpreet : Press the power button for 35 seconds and plug back the cables.
Harpreet : turn on the printer.
Harpreet : try to print a test page and let me know.
NG : the microsoft word document still has no black text, except some very small blocks that look like the tops of words on 3 random lines
NG : however
NG : a diagnostic test page
NG : (by holding the power and cancel buttons on the printer) prints properly
NG : with color and black text
Harpreet : ok, please give me a moment
NG : ok
Harpreet : i am sending you alink, please open it and check how to know ink level, please tell me i am waiting. In the page, please check step 5.
Harpreet :
NG : The print cartridges I’m using are remanufactured
NG : so they do not properly show the ink levels
NG : but they are both brand new
Harpreet : you mean to say are these cartridges refilled?
NG : THey were purchased as “remanufactured” ink cartridges, which I assume means recycled or refilled
NG : when I inserted them, a message appeared explaining that because these were not original HP cartridges, the ink monitors would not be accurate
Harpreet : this is what exactly happens when you use inferior quality cartridges in you Good HP printer
NG : I would blame the cartridges
NG : except
Harpreet : I am afraid if you continue to use it further it may permanently damaeg the hardware of the printer’
NG : when i print the diagnostic page, everything is correct
Harpreet : thats only because the printer is of superior quality
Harpreet : and as the stand alone prints due to internal memory of the printer
Harpreet : & it does not require a driver so it is printing
Harpreet : this indicates that still now there is life in the printer
Harpreet : which will soon go out with this inferior quality cartridges
NG : i have used these cartridges before with no problem
Harpreet : its my sincere preyer to you that please dont damage your beautiful printer for the sake of saving few dollers
NG : i appreciate your time and advice, though I must admit I am not convinced that this is the source of the problem
Harpreet : This means that you are trying to kill your printer gradually
NG : i will procure genuine HP catridges
NG : but if the problem remains I will be very upset
Harpreet : however its the best time
Harpreet : to stop
Harpreet : using refilled cartridges
Harpreet : THANK YOU