Joined today. Had problems with HP ENVY 7640, still looking for decent inkjet printer.

[Quality Fixated]

Hi

I'm currently in search of an inkjet printer capable of printing quality photo's and text, with decent paper housing built in for both A4 and 6x4 photo paper. Preferably one that doesn't drop all the prints on the floor, I thought I'd found it, the perfect printer. The HP ENVY 7640 e-all-in-one.

The photo's were not as good as my old HP Photosmart c309g, but then again that had 5 ink cartridges, which all added up to some serious money.

But from start to finish the 7640 seemed perfect, a motorised document holder that stopped printouts dropping from the machine, decent paper capacity, photo paper holder, automatic duplex, ADF (without duplex), NFC, USB and media card slots and wireless and Ethernet connectivity. Great, this machine was to replace my ink thirsty Photosmart and mono laser printer.

Another massive bonus was it being part of the HP Instant Ink programme, meaning for just £3.49 a month, I'd have new cartridges delivered in-time before the machine ran out, and without the expensive outlay of buying cartridges outright.

However the machine had one extremely irritating fault, it made a high pitched sound continuously whilst in standby, and even when switched off all together. I post my link here http://youtu.be/kJ5JPwhjZyY for you to hear the sound yourself, I made this sound file/video because HP Support would not admit the fault with the machine, especially after me having it replaced twice and all of them doing the same.

I soon discovered I wasn't the only HP customer having this problem with the HP ENVY 7640, buyers in the US via amazon were reporting it, the machine had been released earlier than the UK in America. Then after discovering more customers now here in the UK and even a report of HP's own community pages, it was obvious, all 7640's made this horrid sound.

The mistake I made was buying the machine directly from HP, because other customers had returned their 7640's to the stores they purchased them from, including amazon, but HP insisted on replacing mine, not once, but twice, totalling 3 machines. All making the same extremely irritating noise.

HP Support still deny there are any problems with the 7640 and after weeks of communications where I have been repeatedly told I would "not get a refund" I think I may have finally got somewhere.

The last call I had the same robotic and arrogantly persistent lady still refused to back down, again repeating "we cannot offer a refund" and "all we can do is replace the unit again with the same model, as you have the highest spec" then... "or we could do a buy-back"

I said "Buy-back, you mean a refund?" HP will "buy the unit back" so to make it clear I was not getting a "refund" on a faulty machine it was called a "buy back".

A refund would mean I had at long last won wouldn't it?

I couldn't help myself; I had to say "So I will get what I have asked for all along, a refund".

She repeated "It's not a refund, it's a buy-back"

I replied "so I am going to get my 159 pounds back"

Her finial comeback "It doesn't matter whether you paid £90, £100 or £200 for the unit, that's what you will get back"

I'm getting my REFUND! Thanks Adele!

After being a fan and user of HP Printers over many years, I cannot believe the way in which I've been treated. Thinking of all the times I have given good reviews for their machines and recommended them, it makes you feel very small and stupid.

The experience I have had with HP Support over the last month alone, I don't think what I've written above does it justice.

 

[3dogs]

Hi

I'm currently in search of an inkjet printer capable of printing quality photo's and text, with decent paper housing built in for both A4 and 6x4 photo paper. Preferably one that doesn't drop all the prints on the floor, I thought I'd found it, the perfect printer. The HP ENVY 7640 e-all-in-one.

The photo's were not as good as my old HP Photosmart c309g, but then again that had 5 ink cartridges, which all added up to some serious money.

But from start to finish the 7640 seemed perfect, a motorised document holder that stopped printouts dropping from the machine, decent paper capacity, photo paper holder, automatic duplex, ADF (without duplex), NFC, USB and media card slots and wireless and Ethernet connectivity. Great, this machine was to replace my ink thirsty Photosmart and mono laser printer.

Another massive bonus was it being part of the HP Instant Ink programme, meaning for just £3.49 a month, I'd have new cartridges delivered in-time before the machine ran out, and without the expensive outlay of buying cartridges outright.

However the machine had one extremely irritating fault, it made a high pitched sound continuously whilst in standby, and even when switched off all together. I post my link here http://youtu.be/kJ5JPwhjZyY for you to hear the sound yourself, I made this sound file/video because HP Support would not admit the fault with the machine, especially after me having it replaced twice and all of them doing the same.

I soon discovered I wasn't the only HP customer having this problem with the HP ENVY 7640, buyers in the US via amazon were reporting it, the machine had been released earlier than the UK in America. Then after discovering more customers now here in the UK and even a report of HP's own community pages, it was obvious, all 7640's made this horrid sound.

The mistake I made was buying the machine directly from HP, because other customers had returned their 7640's to the stores they purchased them from, including amazon, but HP insisted on replacing mine, not once, but twice, totalling 3 machines. All making the same extremely irritating noise.

HP Support still deny there are any problems with the 7640 and after weeks of communications where I have been repeatedly told I would "not get a refund" I think I may have finally got somewhere.

The last call I had the same robotic and arrogantly persistent lady still refused to back down, again repeating "we cannot offer a refund" and "all we can do is replace the unit again with the same model, as you have the highest spec" then... "or we could do a buy-back"

I said "Buy-back, you mean a refund?" HP will "buy the unit back" so to make it clear I was not getting a "refund" on a faulty machine it was called a "buy back".

A refund would mean I had at long last won wouldn't it?

I couldn't help myself; I had to say "So I will get what I have asked for all along, a refund".

She repeated "It's not a refund, it's a buy-back"

I replied "so I am going to get my 159 pounds back"

Her finial comeback "It doesn't matter whether you paid £90, £100 or £200 for the unit, that's what you will get back"

I'm getting my REFUND! Thanks Adele!

After being a fan and user of HP Printers over many years, I cannot believe the way in which I've been treated. Thinking of all the times I have given good reviews for their machines and recommended them, it makes you feel very small and stupid.

The experience I have had with HP Support over the last month alone, I don't think what I've written above does it justice.

Cant help with the all in one, but I can say well done you sticking to your guns and getting a refund, and welcome to the forum. Be assured good advice is on its way.
Suggest you post some basics like pigment v dye, OEM carts or if you plan to explore refill with us. Also home or home/ office use.
Cheers fer now
Andrew

 

[Quality Fixated]

Thank you for your reply. I realise I should have posted my dealing with HP under the HP heading in the forum. So I can share my experience, I will copy that part to the correct part of the forum.

 

[PeterBJ]

It is a good thing you got your money back

English is not my primary language, but I think the reason HP avoids the use of the word "refund" is that by giving a refund you admit your product is faulty. That is possibly why they used the term "buy back".

On Youtube one user commented that the noise was caused by the power supply. I think this is very likely. If this is caused by the design of the power supply, I think HP has a problem with these printers.