The company I work for is also a HP Business Customer. HP Australia has outsourced to India as well. Until 18 months ago we use to put service calls in for PC's and printers by phone. It could take anything from 5 mins for a hard drive replacement call to 90 mins for a printer call. Most of our printer calls were spent on hold while they checked their systems and made calls back to techs here in Oz asking them what to do.

We no longer deal with Customer Support over the phone. All our calls are now done on-line. While Customer Support knew we are IT support and we knew what the problem was, they weren't allowed to deviate from their script "so to speak".

While I'm not blaming the people themselves as they also have jobs to do, I am blaming the rigid procedures they have follow which they aren't allowed to deviate from.

So good luck getting the printer fixed.

Yonkers.