No amount of troubleshooting will bypass tier 1 support.

After I’d diagnosed that the HP JetDirect ethernet box in our HP5500 printer which had died, our studio manager rings HP Technical Support in order to get a replacement sent out to us.  He explains the situation to the HP tech support rep, giving a detailed analysis of what we’ve done to come to this conclusion and afterwards said Tech Support Rep’s first question is:

“What kind of paper are you using in the printer…?”

Damn, why didn’t we think of that? Of course switching to HP-branded paper will enable the printer to respond to pings…

via: [Spiceworks Community]

[Picture Source: (CC)]

  • Ant

    Why would it need HP brand? Stupid.

  • JoshuaLam

    Lol. In such cases, you can only demand immediate escalation. *Waits on hold after being transferred several times in a row* Surely there is a better way to do all this… if only for the fact people weren’t so fail to begin with.