HP LJ3600N - Broken Cartridge Lock 1

[jenajill]

I've used an HP authorized service provider to repair my printer when, because of a defect, the cartridge lock broke. After the tech replaced it, black will not print. She took the printer apart again and re-did her work to make sure she didn't miss any steps. Again, no black when printing. We've tried several different cartridges so we've rules that out. She called HP and they said they're "not sure what else to do".

Any one have any experience with this and/or a solution? Also, what do you do with a $750.00 faulty printer when HP won't acknowledge they've sold me a printer with a defect?

 

[hpwizzard]

Sorry to say but the CE did probably not do the job as described. The Cartridge lock replacement procedure is not easy and it happens quite often that the gears get out of alignment causing the cartridges to get engagaged at wrong times or not at all. If the CE is certified she will have access to the CSN portal where a 16 or 19 page document with images is present on that issue. This work instruction might be valuable if something was missed previously along the way.

 

[jenajill]

Thanks for the reply.

Interesting. Well, my next step is to see if the CE could come work on it again. It's been sitting here for quite a while. I was hoping they've gotten more information on the problem.

I have a print out from "HP Channel Services Network" that references the Service Note titled "HP Color LaserJet 3000, 3600 and 3800 Printers - Cartridge Lock Replacement Procedure", doc# c00775200. I tried finding it on the net but couldn't. I'm guessing because I'm just a user and not a CE?

I hope the problem is just that she did something incorrectly but she did do it twice. I think she spent about 8 hours total working on it.

I wish HP would give me some actual customer service. Remember when companies used to do that? Ah.....the good ole days.

 

[hpwizzard]

There is like you say a service note in CSN describing the issue which actually holds HP responsible for fixing your printer within a "reasonable time". That service note also counts if the printer should be ou of warranty and expenses to any repair attempts should therefore be paid by HP.
If they cannot fix it, you should file a complaint and request them to exchange the printer.
So if you haven't had the printer fixed via a support call to HP, now would be a good time to call them and create a case !

Have a nice x-mas btw...

 

[jenajill]

Thanks Wiz! Merry Christmas to you too.

I do have a case number from the orginal attempt to repair the printer. The CE called HP after her two failed attempts to replace the cartridge lock and she was told by HP "we don't know what else to tell you".

I talking to a HP CSR via chat yesterday and he would only tell me that my printer is out of warranty and that I had to pay him $25 before he could give me support. I tried to explain that the problem with the broken cartridge locks was a defect.....he said since the CE worked on it, that problem is solved, the problem now is that the black won't print. He doesn't understand how the two problems are directly related. *sigh* I suppose the best thing would be to call HP and ask for a manager first thing.

I will have the CE attempt to repair once more then call HP if it doesn't work.

As a side note, I LOVE(D) this printer. The quality is great the the cartridges last a long time. I print a lot, way too many things probably, but I didn't have to replace the black cartridge for over a year. That's great except that I didn't find the problem until after the warranty was up. When it rains it pours.

Thanks again for your help.

 

[hpwizzard]

If the missing black on printouts started after the CE attempted to fix the cartridge locks, then it's still an issue caused by "HP personnel" so HP has to pay those costs whether it demands another or several CE visits or a printer exchange in the end.
As the service note says, expenses are covered by HP.
Just don't let them buy you off with talk !
The CLJ 3600 is a fairly good printer in it's class and few other printer matches the quality at that price.
Unfortunately this printer has had a few "minor" issues like most printers has some and one is the weak toner locks.
I hope they replaced all 4 and not just one of them !