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My printer is an HP Officejet Pro 6968. HP Officejet Pro…

Customer Question
My name is *****...

My name is ***** *****, my printer is an HP Officejet Pro 6968

Technician's Assistant: What kind of computer or device are you printing from?

HP Officejet Pro 6968

Technician's Assistant: How long has this been going on with your OfficeJet?

It started Monday, It says it was shut down improperly and when I do shut it down and then start up it says there is a printer problem. It tells me to clean paper jam. there is no jam I spoke with technician about 3:20 he said to contact you on line he said he thought they could fix within 24 hrs or if not replace. So here I am

Technician's Assistant: Anything else you want the Printer Expert to know before I connect you?

I haven't had any issues before

Submitted: 4 months ago.Category: Printers
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Customer reply replied 4 months ago
OK
Customer reply replied 4 months ago
Serial # TH6AC460DC
Customer reply replied 4 months ago
Posted by JustAnswer at customer's request) Hello. I would like to request the following Expert Service(s) from you: Secure Remote Assistance.
Customer reply replied 4 months ago
Let me know if you need more information, or send me the service offer(s) so we can proceed.
Answered in 43 minutes by:
3/8/2018
Technician: Harry, Engineer replied 4 months ago
Harry
Harry, Engineer
Category: Printers
Satisfied Customers: 2,604
Experience: IT at Justanswer
Verified

Hello:

Welcome to JustAnswer! My name is ***** ***** I am happy to be assisting you today. My sincerest apologies that it look so long for someone to reply. I've just logged in and saw your question waiting and I'm happy to assist you. Before we begin, can you please let me know if you still need help with your question? Just use the reply box to let me know.

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Customer reply replied 4 months ago
Thanks Harry, Yes I need assistance I'm kind of filling my way along here. Have you read the problem I posted on here about three times.
Customer reply replied 4 months ago
No I don't want the Secure Remote Assistance
Customer reply replied 4 months ago
I am going to have to leave this evening, I'll connect with you tomorrow
Technician: Harry, Engineer replied 4 months ago

OK

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Customer reply replied 4 months ago
Good Morning Harry, This is ***** ***** with printer problem. Are you there
Technician: Harry, Engineer replied 4 months ago

With the printer powered on, remove the power cord from the back.

Wait 2 minutes

Plug back in the power cord and power it on

Do you still have the error?

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Customer reply replied 4 months ago
The rep I had on phone yesterday had me try that. Shall I try it again?
Technician: Harry, Engineer replied 4 months ago

No, that is fine if you already did it.

How old is the printer?

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Customer reply replied 4 months ago
I purchased it 12/30/2016
Technician: Harry, Engineer replied 4 months ago

Unfortunately, the error that you are experiencing is an internal failure which would require repair/replacement. The bad news is that your printer is outside of warranty and it would cost more to repair the printer than to buy a new one. You can purchase a new one for around $50-$60 at a local electronics store such as Best Buy.

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Customer reply replied 4 months ago
The rep I had on phone yesterday told me, because it was so close to expired warranty, you guys would accept the warranty being extended. Then you would be able to replace my printer.
Technician: Harry, Engineer replied 4 months ago

I am not sure who you spoke to on the phone yesterday for which company but we are not HP so we cannot replace any printer.

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Customer reply replied 4 months ago
Well, as I suspected this would be a waste of time. The guy I sat and waited on phone with yesterday sure had a different attitude than you. He said you should be able to help me.
Technician: Harry, Engineer replied 4 months ago

Which company did you call?

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Customer reply replied 4 months ago
HP, he's the one who gave me your website. Ph:***********
Technician: Harry, Engineer replied 4 months ago

HP would not refer you to us -- If HP will replace the printer then they can do it over the phone for you within their company.

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Customer reply replied 4 months ago
The web site: supporthp.com
Technician: Harry, Engineer replied 4 months ago

HP would not refer you to us -- If HP will replace the printer then they can do it over the phone for you within their company.

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