I promised to report back after my tech visit, and unfortunately, I got the worst possible news today regarding the new rollers.
The new pinch rollers that the tech guy brought today, that were ordered as "new design" rollers by the phone tech support person who placed my repair order, were the exact same ones that the machine came with. Quite honestly, I'm baffled by all of this.
When I first opened my case with this issue, the first level tech said that there were no known paper transport issues with the pinch rollers and no new design. After I told him that I had seen the new design and knew of three printers that had the new design installed, he checked with someone in the second level and completely changed his story. He said that there indeed was a new design, and placed an order for it.
Today, after catching my field tech up on all of this, he called HP and was told by first and second level support that none of what I told him was right. No new design, no new part number, no known reports of paper marking from pinch rollers. Since I was adamant that I had seen these parts with my own eyes, he pressed the issue and was told that HP Global Support would look into it. He is expecting a call from them at some point.
In an effort to be proactive, I called about this as well. Pierre, who was helping me, asked the three top second level reps about this and all of them say that they know nothing of any of this. Until someone from the HP Global support division gets back to us, the only thing that Pierre and I can surmise is that this is still a beta fix and not 100% official. I called the tech from Calumet who showed me his new rollers and has installed at least two others, my original source, but he says that he got the rollers from HP, but didn't notice what the part numbers were for the new design. Since I didn't buy my printer from him, he was not willing to call HP for me to see if he could get a straight answer himself.
So until someone else from HP calls back with different information, it looks the possible scenarios that would explain this are: I was hallucinating, I'm lying about what I saw, or the guy from Calumet made his own from parts in his back room and lied when he said they came from HP. Oh yeah, or HP is confused and/or lying themselves . . .
Frustrated, very frustrated,