2. Called 1-800-537-7192 and, after a few button punches on the phone, was told they were closed.
3. Called 1-800-537-7192 on Monday from work and after some time was finally connected to a human.
4. Gave the copier info to the help desk person. I didn't have the copier serial number and was told there was nothing they could do.
5. After work, went to the ward building and noted down the serial number.
6. Called 1-800-537-7192 on Tuesday from work and gave the copier info to the help desk person. Was told since I wasn't physically at the machine there was nothing they could do.
7. After work, raced over to the ward building and called 1-800-537-7192 from my work cell phone (before the help center closed).
8. Was connected to a human and was promptly disconnected.
9. Called back and was immediately forwarded to a hold queue for over 1/2 hour. They never came back. They were closed by the time I hung up.
10. A couple days later, took time off of work, went to the ward building and called 1-800-537-7192 from my work cell phone.
11. Was connected to a human who then escalated the call to an "HP technician".
12. The "HP technician" then told me that he would escalate the call to an HP technician who would physically come out and fix the machine.
13. Was then told to have the copier print out 2 administration pages and fax them to 1-866-402-8510. Copier of course has jamming problems, so it took a few tries.
14. Since our ward building does not have a fax machine, I had to wait to fax the papers until I was at work.
15. A week later, still no call from an HP technician to make an appointment to come fix the problem.
16. Called 1-800-537-7192 again to check on this. Was told the fax was never received, that they needed it before they could call the HP technician to come fix the machine.
17. Was transferred to another "HP technician" who said they would have an HP technician call me on my work cell to schedule an appointment.
18. Still no call.
19. Will need to plan on taking time off work once I get the call and the appointment is made.
In the meantime, the librarians are ready to be released
.This new copier support program hasn't been the most positive experience. The last time this happened, I called a local number, scheduled an appointment for the next day, and a guy showed up and fixed the problem. Now, I'm fronted by an outsourced group who really can't help, and then actually gets in the way of solving the problem by creating new problems.
Please fix this.
TA
