HP 6110

Archived from groups: comp.periphs.printers (More info?)

I have a HP 6110 multifunction printer. I use this as general
printing/flatbed/copier device have been generally pleased with the machine.
About 2 months ago, I had a quality issue with grime/dust marks under the
glass platen and when I called HP, I was offered a replacement. I accepted.
The following is a brief sequence of issues and experiences I had.

1. Communication with their customer service in India was polite but most
frustrating. Multiple dropped calls in the middle of an installation
instruction and CLEARING an issue with ESL and understand. Even though the
timing of receiving a replacement machine was smooth, reloading the software
and getting the machine to operate at the prior setting as outlined in the
manual was next to useless. It took about 6 calls once I set up the machine
to get it to operate with all the features ( except one- more later).
Estimated time of calls after I received the machine was about 3.5 hours.

The machine functioned in all the areas, printing, faxing, scanning, and
copying fine. HOWEVER, one important feature was that the scanner head
would not stayed 'parked' and therefore I could not put the machine on low
power. The cycle time for the scanner head to move was about every 30
minutes. When I called customer service ( two more dropped calls including
a promise to call back if dropped) and the only answer was send another
machine since the customer service people said it was a bad machine. I
wonder if HP really checks out their machines they send out for
replacement.?

2. Second machine installed: 1 hour to physically set up ( I was getting
better) . 4 hours of failed communication with India customer service.
Software would not load. Dropped phone calls with failed promises to
return call if dropped. I was promised a level 2 customer service person to
call. After 3 work days of no calls, I finally called HP on a NON toll free
line and a spokes person heard my issues and called ME back. She took my
information and within a relatively short period of time, I was called by a
"level 2 " tech person from Canada and three hours later, had a functional
replacement machine. EXCEPT, the scanner head would not stayed parked.
Same as replacement printer 1. His suggestion; either send another machine
OR reformat disk and WIN XP and ALL other program since he felt issue was
some conflict in the registry. I LAUGHED OUT LOUD and said absolutely NO
way. The machine functioned EXCEPT for the parking issue and power
consumption ( THE ORIGINAL MACHINE did not have problems with scanner head
parking and would go to low power setting per the manual.) The Canadian
customer service rep (level 2) was very polite and efficient other then the
reformat.

3. Received a quality control call and spent another 30 minutes with her.
Explained issues and she listened. When I complained about the wasted time
with India CSR and the fail to return dropped calls, she did acknowledge
technical problem with the connections with India. When I raised the issue
about communication and understanding, part of her response was that some
medical practices are have records and other data being processed in India.

HELP does anyone have an idea how to correct the scanner head not parking
and the machine not going on low power?

If that issue was solved, I would be more then satisfied with the printer
and quality.