I resell HP products and have had customers return two different Photosmart printers. Each one took over 2 hours with tech support to get replaced. What a major pain!
Then I had a bad cartridge…it didn’t work in three different printers. I called, they had me go through a pile of stuff. After 45 minutes I was so frustrated, I hung up. Then I called again. I did the same troubleshooting, another 45 minutes. Still wouldn’t replace the cartridge; escalated it to the top guys who are supposed to call me within 48 hours. I cannot believe a company can survive with this quality of support.