User's Experiences with HP 4020i and HP Support

Subject:       Re: HP 4020i
From:         Eric M Scott <escott@together.net>
Date:         1998/02/19
Message-ID:   <34EC5328.36A6@together.net>
Newsgroups:   alt.comp.periphs.cdr
[Subscribe to alt.comp.periphs.cdr]
[More Headers]
N. Pound wrote:
>
> I have a HP 4020i that's dying - a very common problem I believe. Anyway, since it seems this drive >generally causes so much trouble I see no point in having it repaired or exchanged for another 4020i (more >headaches and coasters). What I'd like to know is does anyone have experience with getting HP to >exchange a 4020i for a newer model - e.g. 6020i - out of warranty. The Canadian exchange department >offerred to swap it for another 4020i for the sum of C$453 (about $315 US). Clearly this is out of the >question. It must be possible to persuade them to offer a better deal since the 4020i was defective right >from the start. I'd like to know if anyone has managed to negotiate something better.

Well, I initially bought a 4020i about 1.5 years ago. After about 9 months it was turning everything into coasters. So I called them (again) about it, and they offered me 2 choices. I could either get a rebuilt 4020i(they didn't make new ones anymore), or they'd send me a new 6020i. Given the bad experiences with the 4020 I took the 6020, and it's worked fine ever since...

So, I was still under warranty when they did this, but I didn't even mention the possibility. They brought it up first. Perhaps if you talked to them and told them that it's been performing poorly the entire time they may help you out???

Eric

Subject: Re: Help with HP4020 From: "David Ray" <dray@cei.net> Date: 1997/12/25 Message-ID: <01bd10db$f81c04f0$1b76b4cc@sys> Newsgroups: comp.publish.cdrom.hardware [Subscribe to comp.publish.cdrom.hardware] [More Headers] Almost identical to my experience. What crap. Unfortunately, there is not a good alternative to HP printers, so I continue to use them. And I've even bought a 7110i drive, only to be disgusted by the bundled software (or lack of it). Under no circumstances will I buy another HP drive. In fact, the support for everything out of Loveland stinks -- I have used a bunch of the T3000 tape drives, but if you ever have trouble with one, forget it. No help at all. The website is laughable. This is what happens when the "old man" dies. User2 <tracker@icu.com> wrote in article <34a8ae6e.10303352@news2.new-york.net>... > After purchasing my 4020i a year ago, it died after 30 days. I could > not return it to compusa, so I was able to send it to HP who sent me a > refurbished drive that looked older than the one I had. > > I used it a few times, it has the 1.27 bios. Recently I tried using > it and runined about 10cd's, back to back. It performs well on the > test, but the actuall write bombs. I tried two other scsi cards > (adaptech pci, and IBM fast isa) with same problem. > > I am using a friends external phillips with the ibm scsi with no > problem. I tried calling hp, but they want $200 up front to fix it. > > What a rip. To think I've been happy with my HP printers and > recommend them and the scanners; never again. > >

Subject: WARNING: Avoid Buying HP SureStore CDWriter Products From: Kevin Purdy <kpurdy@bani.com> Date: 1997/06/18 Message-ID: <33A802C7.A0D9EB0F@bani.com> Newsgroups: comp.publish.cdrom.hardware,comp.publish.cdrom.multimedia,comp.publish.cdrom.software [Subscribe to comp.publish.cdrom.hardware] [More Headers] To all concerned: Avoid Buying HP SureStore CD Writer Products, HP does not support or exchange defective drives for customer who have well known defects. I believe most who read these newsgroups have seen more than enough problems with the HP CD Writer (4020i), and being an owner of one, I paid close attention to them. And the 'support' that HP has given it's customer's. HP had been known for great support and reliability. Apparently that is no longer the case! I've also previously received Email from an HP representative (Shane at SureStore Support) on my problem, who said I could setup and exchange with him (my Email to him states the length of ownership!). Now upon calling HP directly, they refuse to support their drive and deliver on the attached Email (at the bottom of this message). BTW: When I gave HP the serial number of the drive, they were unable to even locate it in their database - the drive THEY shipped me as a replacement last year! I purchased an HP 4020i shortly after it came out, in late 95. After a few months, HP had to have a replacement drive sent out, due to errors while burning CD's. The replacement drive had worked sucessfully for about a year, now it's having an problem that many other people have experienced with the drive (the so-called 'spring problem'). When I insert Blank CD's or Premastered Silver CD's, the drive reads them and the green light is solid. When I insert a CD that was previously burned by this CDR, the lights flash for several seconds, then the light goes out. When attempting to read the CD, Windows says the drive is not ready. The unit ONLY has this problem with CD's burned previously by itself. When this problem occurred, which is constant, I began to get other types of errors (SCSI Timeout, Buffer Underrun, Failed to write TOC, etc.). All of my other hardware works perfectly. I even moved this drive to my other PC, same problems. The Reply From HP SureStore Report (Email) --------------------------------------------- >Loosen all of the screws holding the drive in its bay. Sometimes >physically moving the computer or changing its orientation will cause a >torque on the chassis of the CD-R. This can cause the drive to have >difficulty loading discs right. If the green light blinks and goes out >on a CD, the disc is bad or the drive hardware could not load the disc >for some reason. Tried it, no help. >The drive might need cleaning. Use the most gentle brush-CD type of >cleaning kit that you can find (I got my cleaner at Wal-Mart). Don't >use compressed air in the drive. Again, no help. >If these don't help, we can try an exchange. The quickest method for >an exchange is to call our support line @ (970)635-1000 or >31 (0)20 682 2628. >If you prefer to set up an exchange via email, I will need this >information: >Your name >shipping address (Federal Express) >telephone number (required for FedEx shipments) >drive serial number (on underside of drive tray) >credit card type (Visa, Mastercard, AMEX)(for cross shipment only) >credit card number >credit card expiration date >credit card holder's name >Best Regards, >Shane >Surestore Support So, I guess this was just blowing smoke? Posted to comp.publish.cdrom.multimedia, comp.publish.cdrom.software, comp.publish.cdrom.hardware Kevin Purdy kpurdy@bellatlantic.net ---------------------------------------------------------- These comments are my own personal ones and do not reflect my employer's views.

Subject: Re: Help with HP 4020i From: balcy@gte.net (Dave Balcom) Date: 1998/02/05 Message-ID: <6bb0hj$mvv$1@gte1.gte.net> Newsgroups: alt.cd-rom [Subscribe to alt.cd-rom] [More Headers] On Wed, 04 Feb 1998 23:20:33 GMT, smokescan@hotmail.com (Mr. DJ.) wrote: }I'm having te same problem here, a few months ago it stil worked fine, }but now, when i put a green or gold cd in it (that was made by the }hp), the green light fikkers,and go out, while a silver one works }fine. }Does anyone has the anwer ? Ask for a replacement drive if it is still under warranty. Mine started the same thing 51 weeks after buying it -- too close to the end of the warranty period. I sent my first message to HP Support on Jan 13 asking for a replacement drive. Today (Feb 4), I received a message from them stating they are sending a replacement drive no charge, with instructions to send back the old drive in the prepaid box... Later, Dave Key ID: 0xEBD0867B Key Type: Diffie-Hellman/DSS Key Size: 2048/1024 Fingerprint: 6FF8 3A7D 8F92 775A 8E3C DED5 3C23 7185 EBD0 867B

Subject: Re: Did HP fix all the problems of the 4020 with the new 6020 From: russ@ice.u-net.com (russ) Date: 1997/02/17 Message-ID: <330886de.1556001@news.u-net.com> Newsgroups: alt.cd-rom,comp.publish.cdrom.hardware,comp.sys.ibm.pc.hardware.cd-rom [Subscribe to alt.cd-rom] [More Headers] On Sun, 16 Feb 1997 11:37:45 -0600, Signia@fastrans.net wrote: >I am going to buy a CD-R unit and have seen many disgruntled customers who >bought the HP 4020. Can anyone tell me who has bought a 6020 if the these >problems were fixed? > >Best, >Noel FORGET IT!!! I had two 4020 drives, they both broke. Then HP dropped all support for the 4020 so supplied me with a 6020. Ok, it was great at first. I mean, the first one lasted atleast 2 hours. The second 6020 did not work at all. The third one which I have now was excellent - atleast two weeks of use. It has just died again...When the engineer turns up with my *sixth* HP CD-Writer, I will tell him where to stick it - and it WON'T be in my PC. I can't wait to get my money back on this pile of rubbish and buy a Yamaha... Avoid HP at all costs. Hardware is a joke, support is even worse... A not very happy HP CD-Writer user! (And currently awaiting a call back from HP Support...anybody got a sleeping bag?)