I have a HP Scanjet 8390 which I purchased new in October 2010. Midway through the first year it started to scan dirty black and white scans whilst still producing crisp, clear colour scans. Calls to HP support suggested cleaning the scanner glass and rollers. Where was the logic there as colour scans were perfect.
After numerous, lengthy calls to HP Support, I was provided with new drivers and talked through the installation (with some undocumented tweaks) by a support person who finally knew what she was talking about.
Now, a little after two years of ownership, the ADF is ejecting originals and jamming with about 50% of the A4 original showing in the out tray and 50% staying within the body of the machine.
Rang HP support who wouldn't talk to me without payment as the machine was out of warranty. Only wanted to ask where I could get the machine serviced. Finally complained, by email, to HP's "Customer Experience" site (where they appear to be seeking testimonials rather than complaints).
Answer was We don't service or supply spare parts for this machine as it is out of warranty. You will have to find a third party to service the machine and NO, we don't have someone we can recommend.
Annoyed, went to my printer service guy who checked and thoroughly cleaned all aspects of the ADF but the problem persisted.
Back again to HP Customer experience and their suggestion was to clean the ADF rollers. Told them already done and all I wanted was a recommended service facility who could tell me what was wrong with the Scanjet. Same answer as before but they said they would look into it and get back to me.
Received a phone call from HP customer experience who asked me what was wrong with the Scanner, Explained the same again and they said they would get back to me.
Two weeks later, No reply so I fired off another email to customer experience. Guess What? The case had been closed and a new case number allotted if I wanted any further help.
Received another call from Customer experience and tthe first question was "What is wrong with the scanner? Here we go again.
Explained the situation, HP person pit me on hold, came back and said that the ADF needed replacing but that they no longer had ADF or parts for this machine but they could give me the part number so I could try and find a third party who may be able to supply the part.
Could they suggest a possible third party supplier? NO
So I have a $3000 RRP, two year old scanner that is now a very expensive single sheet, flatbed scanner.
I have two HP computers (desktop and laptop), two HP laser printers, a HP Inkjet all in One and the HP Scanner and I have been buying HP almost exclusively for over 20 years.
I am now in the market for a Mid range Colour Laser Printer and it certainly will not be HP.
And to top it off, every phone call from HP ends with "Thank you for choosing HP".
