For an "in warranty" customer, I think the HP phone support is abysmal. Recently when they had the bad media circulating, I had to be the one educate them about it, over and over before they would believe me. They only reason I was able to do that was by printing our threads from this forum and sending them and emailing them to a lot of people in the corporation. A month later they sent me 4 rolls for the 3 I had wasted money on. If that had been Epson it would have taken a week at most.
The issue of replacing the "tan" rollers required opening another whole job with them even though I had asked for them twice. I just don't have time for this. I have to try to make money, sometime. They wouldn't admit that the tan rollers even existed, after all this time, until I sent them the jpegs of them (again from this site) with their serial numbers. Eventually you run out of time and patience, but I'll get back to it someday.
Personally I like the guy who comes out here to do the work, he tries hard, but he seems just as baffled by the maze of corporate buck passing as anyone. I found a really good HP guy in San Diego that looks into media. But only because of someone on this forum who has similar issues knew of him was I able to give my guy here his name and get some action.
For my little problem of the bad 44" Pro Satin media rolls, that they eventually replaced, I talked to 3 or 4 phone people, who may to this day still not know what my problem was. I had to replace three print heads, order overnight shipments in the middle of a job three or four times, and waste countless amounts of ink, to get back to the answer that I already knew, that there were bad batches of Pro Satin circulating for 2 years.
I'm not saying that Hp is alone in bad corporate phone support, I've certainly heard nightmarish stories about Canon printer support, and if you are out of warranty on an Epson look out, and I do really like the Z - but man, I do believe that when companies get this big and offer thousands and thousands of products like this it becomes very, very, complex to get a simple solution solved. Maybe that is just the world we live in now. I hope not.
John