After several calls to HP, one of which I spent about three hours on the phone while their system tried to load a diagnostic on my computer, with a very knowedgable person named “Rich”, who was very nice but still could not solve my problem, I ended up calling and getting “Steven”.

Steven refused to give me his last name. He also claimed to not know who the President or CEO of Hewlett Packard was. I asked if he was in Cupertino and he did not answer.

My immediate problem is that my printer, The All In One Officejet 6310, will not print envelopes. I have tried various envelopes of various sizes, and various programs, none of which will work. After the five or six calls, “Steven” did some research and said that, essentially, it was up to me to research whether the printer would work with envelopes. He claims that the printer was only designed to print MONARCH NO. 10 ENVELOPES only. I told him that was preposterous and unacceptable, since every HP Printer I had before would do just about any envelope. He said that the “upgraded” newer printers would not do anything besides these envelopes and it was essentially “let the buyer beware” and up to me to determine this before buying.

I have been an HP customer for 35 years, and if this is not resolved legally or otherwise, I will never again buy another HP product.

I asked him specifically if he could e mail me a link showing that “Monarch” envelopes had to be used, and he said he wasn’t going to do that.

Obviously, I can now write the CEO of the company. “Steven” repeatedly told me that the letter would just come back to him.

If the printer only prints “Monarch No. 10″ envelopes, ridiculous as that may be, it should say that specifically in the manual.

I am going to e mail this to Steven.

Deja vu when I read your email! I have had to replace a 5280 after it died only a week after receiving it; the replacement took 8 weeks of constant Indian troubleshooting calls and following up on promised despatches of a replacement which never came. Finally received the new printer and now am going through the dud cartridge saga like yours; and I don”t feel like calling Mumbai again (why are they all called Ivan, Chris, David, Ben, Trevor, Bruce which are obvious ring-in names!). In fact I only came across your blog because I was searching for an alternative to help me with my “alignment failed” problem. Good luck with your issue. I think I’ll go back to Canon once the current cartridges run out (yes I just bought some others. I will not buy the large volume cartridges any more – I wasted $52AUD on a 75XL which is a dud. Took it back to the retailer (like you said you could do if you bought locally), but they said HP will no longer accept returns and any claims have to go back to HP directly (ie. via bloody Indian tech support operators – oh no!!!) Cheers, Peter