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When I am scanning items, I have a dark vertical line

Customer Question
Hello! JA: Hello. How can I...
Hello!
JA: Hello. How can I help?
Customer: When I am scanning items, I have a dark vertical line running through the sheets when I print them.
JA: What is the machine's exact make and model? And can you guesstimate how old it is?
Customer: HP Officejet Pro Serial #CN484DXOOK
JA: What kind of computer are you printing from (Mac or PC)? What Operating System (OS) are you running?
Customer: Maybe 2 plus years.
JA: How long has this been an issue? What happened right before this popped up?
Customer: Mac
JA: Anything else you want the Printer Expert to know before I connect you?
Customer: Not right now.Thanks!
Submitted: 26 days ago.Category: Printers
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Customer reply replied 26 days ago
They have assigned me (2) case numbers and have my credit card info listed twice.
I don't know where the extra charge came in and my CC better not be billed twice.
It's been a while, where is my tech support?
Customer reply replied 26 days ago
Posted by JustAnswer at customer's request) Hello. I would like to request the following Expert Service(s) from you: Remote Tech Support. Let me know if you need more information, or send me the service offer(s) so we can proceed.
Customer reply replied 26 days ago
When will someone respond to my questions?
It's never taken this long before!
Please let me know which Order ID # we are working from.
I have been assigned (2) and my credit card info has been listed on both.
This makes me extremely uncomfortable!
Customer reply replied 26 days ago
Are you still there?
Answered in 44 minutes by:
11/21/2017
Technician: Kris R, Computer Hardware Engineer replied 26 days ago
Kris R
Kris R, Computer Hardware Engineer
Category: Printers
Satisfied Customers: 3,308
Experience: IT Manager at Wood Group PSN
Verified

Hi
Sorry for the delay, we are busy and I've just got to your question.
How long has this been happening?
Thanks
Kris

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Customer reply replied 26 days ago
I noticed it yesterday when printing scanning sheets but just got back to it tonight.
What in the world is this additional charge...You have already charged $23 for nothing!!!
Technician: Kris R, Computer Hardware Engineer replied 26 days ago

That is the cost you agreed too.

It is displayed on your deposit screen.

The other amount is for the remote, that is optional but you did request it. You have not yet been charged for the remote.

What would you like to do?

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Customer reply replied 26 days ago
I am being charged $23 and plus an additional $39 for you to actually look into the problem?
Technician: Kris R, Computer Hardware Engineer replied 26 days ago

No. The second amount is for me to connect, this is optional.

Without it I cannot connect, only the Q&A service.

This is standard on the thousands of people we help daily.

I cannot handle payment issues as I am an end user to the site like you, please call 1(###) ###-####and speak to the billing team and once you're happy, let me know and we can continue.
Regards
Kris

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Customer reply replied 26 days ago
you are saying the $23 will cover only the Q and A services?
This is a racket! Very misleading!!
Technician: Kris R, Computer Hardware Engineer replied 26 days ago

I cannot handle payment issues as I am an end user to the site like you, please call 1(###) ###-####and speak to the billing team and once you're happy, let me know and we can continue.

Regards
Kris

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Customer reply replied 26 days ago
Happy with what?
Can you help me with the Q and A?
I did not accept the additional $39 Charge!
Technician: Kris R, Computer Hardware Engineer replied 26 days ago

OK that's fine.

Do you wish to continue Q&A only?

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Customer reply replied 26 days ago
Please!
Technician: Kris R, Computer Hardware Engineer replied 26 days ago

OK great. I hope you understand the costs are not determined by me!

Does the line come up printing, scanning or both?

Thanks

kris

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Customer reply replied 26 days ago
Only when printing a scan, doesn't do it when printing only
Technician: Kris R, Computer Hardware Engineer replied 26 days ago

OK, simple fix.

There must be somthing on the scan glass.

Does it have a feeder and a flat bed?

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Customer reply replied 26 days ago
just printed
a copy and it did it then too
Technician: Kris R, Computer Hardware Engineer replied 26 days ago

So anything that involves the scanner?

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Customer reply replied 26 days ago
I just fed something in and copied and it had the line
Customer reply replied 26 days ago
this happened a few weeks ago and they were able to fix it for $5
Technician: Kris R, Computer Hardware Engineer replied 26 days ago

OK so you need to clean the copy glass. It is on the left hand side the small vertical strip.

There will be dirt on it.

We are not a $5 service.

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Customer reply replied 26 days ago
I'm not sure I understand how to do what you are saying?
Customer reply replied 26 days ago
do I need to clean the glass itself?
Customer reply replied 26 days ago
are you there?
Customer reply replied 26 days ago
We found the charge on our credit card $23 charged on 10/16.
The tech was able to repair it quickly, it was not dirt on the glass.
Customer reply replied 26 days ago
Would you be able to pull up the work order under my name?
Customer reply replied 26 days ago
The Order ID was#18045258-373
The Tech was Richard.
Is he available?
Customer reply replied 26 days ago
Kris,
Are you still working on this problem?
Technician: Michael, Computer Software Engineer replied 25 days ago
Michael
Michael, Computer Software Engineer
Category: Printers
Satisfied Customers: 106
Experience: Senior Consultant & Chief Engineer in systems development environments
Verified

Hi, My name is ***** ***** I will do my best to help you today. To make sure I don't miss anything, please give me a minute to review your question.

Are you there with me?

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Technician: Michael, Computer Software Engineer replied 25 days ago

Hi, does the black ribbon on the scanned copy or only when you print it?

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John
John
John, Computer Science Engineer
Category: Printers
Satisfied Customers: 5,078
5,078 Satisfied Customers
Experience: CompTIA A+ & Microsoft Certified Professional with 15 years of experience repairing computers and printers.

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