I saw a rumor that HP was willing to replace my model printer because of an issue with the printer carriage jamming, and I was directed to this 'Chat with an HP Online Technician'. From the start, the chat session seemed like one where the other person was really some AI, with preprogrammed responses.
Here's a log of it, with some personal info editted out. I am Alan - the technician was Alex.
Code:
Chat Transcript Begins Here
--------------------------------------------------------------
Alex
Hello Alan.
Alex
Welcome to HP Total Care for Deskjet Products.
Alex
How may I assist you today?
Alan
My Deskjet 3820 cradle is jammed
Alex
Alright.
Alex
Alan, I understood the issue.
Alex
Let us try to trouble shoot the issue.
Alex
please open the top cover of the printer and see whether the carriage is coming
exactly to the center.
Alan
It is not
Alan
It is stuck on the far right
Alex
Alright.
Alex
Alan, it seems your printer is having a carriage stall.
Alex
However, I will provide the steps to resolve the issue.
Alex
I will share a page with you.
Alex
The page will appear as a pop up on the computer screen.
Alex
You can perform the steps online.
Alex
Shall I provide the page?
Alan
yes please
Alex
Alright.
Alex
http://h10025.www1.hp.com/ewfrf/wc/g...name=c00255558
Alex
Alan, did you get the page?
Alex
http://h10025.www1.hp.com/ewfrf/wc/g...name=c00255558
Alan
yes I did
Alex
Alright.
Alex
Please let me know once you have done with the steps.
Alan
ok, it'll take a bit
Alex
Sure.
Alex
Go ahead.
Alex
I will wait for you.
Alan
ok I did the steps
Alex
Alright.
Alan
and the carraige is still stalled on the right
Alex
Alright.
Alex
Let us check out some more steps.
Alex
Here are the steps:
Alex
1. Turn off the printer by pressing the Power button on the front panel of the
printer.
2. Open the top door on the printer and leave it open.
3. Press the Power button to turn on the printer.
a. Printer activity continues for approximately 20 to 25 seconds (feed roller
activity, alternating between turning forward and reversing).
b. After activity stops, the Power light and Feed light (bottom two lights)
will now be flashing.
4. Pressing the Feed (middle) button results in activity and activity duration
similar to the power up cycle noted above, with the Power light and Feed light
continuing, uninterrupted, to flash in unison.
5. Pressing the Power button after step 3b, have completed will immediately
power down the printer with no further activity or flashing lights.
Alan
ok
Alan
done
Alex
Alright.
Alex
Still the carriage to the right side?
Alan
yes
Alex
Alright.
Alex
Thanks for trying all the steps.
Alex
As the solutions provided did not resolve the issue, This issue requires on
site diagnosis as it might be a equipment malfunction.
Alex
The issue seems to be due to Carriage Stall.HP has identified this issue with
the printer and announced a special consideration for the customers.
I am initiating the replacement of the printer for you.
Alex
Alan, I need some information to initiate the case.
Alan
ok
Alex
Alan, how is the printer connected to the computer?
Alex
Using the Lpt or the Usb cable?
Alan
right now, by parellel port
Alan
lpt
Alex
Alright.
Alex
Alan, you will be getting HP Deskjet 5650 printer instead of the 3820 printer.
Alan
ok
Alex
To initiate this case I would require the following information:
Country:
Email Address
First Name
Last Name
Mailing Address
(including City,State and Postal Code)
Telephone No.
Product Serial No.(ex: MX23I5Q7B9)
Product Number (ex: C1234A)
Alan
ok
Alan
country: ...
Alan
email address: ...
Alan
First Name: ...
Alan
Last Name: ...
Alan
Mailing Address: ...
Alan
Road I mean
Alan
Tele #: ...
Alan
Where can I find the product serial number?
Alex
Alan, could you please confirm the address once again?
Alan
...
Alex
Thank you.
Alan
product serial #: ...
Alex
You can find the serial and the product number located at the bottom of the
printer.
Alan
yes I found it :)
Alan
product #: ...
Alex
Thanks for all the information.
Alex
Please provide me two convenient time and dates to contact you.
Alan, you will receive a call from our staff for the Credit Card number.
It is for security reason. You will not be charged.
You will receive a printer from HP and you have to return the defective printer
within 30 days.
If you do not return the defective printer to HP then you will be charged.
Alan
Will I be reimbursed for the shipping of the defective printer?
Alex
No.
Alex
Both way shipping charges will be born by HP.
Alan
Oh, so absolutely no charge to me in regards to shipping charges?
Alex
Alan, you can get the further information when you receive the call from HP.
Alex
They will provide the complete information you want.
Alan
ok
Alex
Right now I need two dates and times to call you.
Alan
monday, may 22 7pm
Alan
saturday may 28 7pm
Alex
Thank you.
Alex
I have initiated the replacement process. Our concerned team will contact you
and provide you all further information.
Alan
thank you
Alex
Are you satisfied with the chat session?
Alan
yes
Alex
A copy of our chat session will be e-mailed to you shortly. You may also
receive a chat survey in a day or two.We would appreciate your feedback.
Alex
Do not forget to give the feedback.
Alan
ok, thanks
Alex
We appreciate your feedback.
Alex
Thank you for using HP Total Care and providing us an opportunity to serve
you through Real-Time Chat.
Please contact us again if you require any further assistance.
Our exclusive Owner Services will help keep all of your HP and Compaq products
up and running. Please visit our Web site at:
http://www.hp.com/home/ownerservices
Alex
Bye Alan.
Alan
good bye
Alex
Good Night!
His typing was incredibly fast, especially all those steps and stuff, it seemed generated by itself. I don't know if its AI persay, it might be a real person trained to talk and type in a very controlled way who is assisted by some script monitoring the chat session which puts the large pieces of text like at the end about the feedback and stuff.
The beginning seemed weird where he said "Alan, I understood the issue." But where I typed in all my personal info, he understood the way I typed it. And I mispelled the word Road in my address, and he asked for me re-enter the entire address. That seemed weird.
It might just be a well trained custom service representative aided by a script that inputs text for the technical stuff. What do you think?