To give everyone on the forum an update on my printer. After emailing Ben Wolfe, I immediately got an email back from him AND I got a call from HP support. In the past I had to call them on each correspondance taking 15-30 minutes to reach a designjet phone support person. So getting a call from HP was a dramatic 180 degree improvement in service. I also got a call today to make sure the technicians arrived!
They scheduled 2 technicians to do an on-site repair in 2 days. (Wed was the first day that I could be home). The technicians were knowledgable and professional and worked for 4 hours. They replaced the "mother board" with no success and then replaced the "sensor board" and the printer started working again.
The problem with the printer is that it would not work with an ethernet connection, but would work with a USB connection. The technicians were scraching their head as were my IT support group. When they looked at all the steps that I had taken they said that I should have demonstrated more anger and hostility on the phone with tech support until a supervisor agreed to send out an onsite repair order. I will take that advice, but it is not my nature to get hostile with workers that I am sure are only following the protocols they have been given by a bean counter that is penny wise and dollar foolish.
As I stated earlier I really like this printer and As I stated earlier I believe this printer is a leap forward in photography printer technology. I like being on the cutting edge - that is why I replaced my Nikon D2x and D200 with the D3 and D300 when they became available.
I was able to print my first print on my HPZ3100 from my D3 today and I am back in photography bliss. I printed a picture of a rare rainforest bird called the Houtzan that took me 5 days in a dugout canoe with a couple of Peruvian Amazon Indians to capture (on the Peruvian Amazon workshop I led in March). The colors and detail of the print are vibrant and perfect - if I must say so myself. Now I can start trying some of the techniques I watched in Michael's fine art workshop download.
So for those people thinking about buying a HP 3100 I do recommend the printer but I would definately keep Ben Wolf's email handy if you start going through the experience that I did with their technical support. I do believe their phone support group needs a new set of protocols.
Without the help of the forum participants I would not have found Ben Wolf who was able to demonstrate to me how professional, efficient and effective HP support can be.
My printer has not been moved and has been connected to a APS voltage regulated power backup protector since it was turned on. If the hardware had failed after April 9th - when my 1 year warranty was over I would have had a very expensive repair bill. With that in mind I have changed my mind and decided to purchase the 3 year extended warranty. I hope that Ben Wolf does not leave HP during that time.
Dr. Joel Murphy
www.drjmphotography.com