Envy 100 D410a HP Am I being difficult?

Question

So approximately a month ago I purchased an Envy 100 d410a from the HP home store in the US.  Upon receiving it, I found it to work great except for the front cover door refused to go down when the printer went into standby.  I went to these forums and found that the issue was known and according to some a hardware problem and others a firmware issue.
Read the following link for more detailed info:  http://h30434.www3.hp.com/t5/Other-printing-questions/HP-Envy-100-eAll-in-One-Printer-D410b/td-p/350...
Jump ahead and I am on my third refurb that still has the same issue.  I have a case number with resolutions and spoke with them today.
CSR:  It looks like the issue is still there so how about we replace it with a new printer?
Me:  Sounds great lets do it.
CSR:  Before we can send the new one you have to send us the old one.
Me:  That won't work because my wife is in school and needs the printer right now.  Can you just charge my card and then refund it once the original returns  (I still have my original as I send back the refurbs each time).
CSR:  Unfortunately we are unable to do such a thing because the purchase is actually coming from the HP store which will charge you and I am unable to get you a refund.
Me:  Well what other options do I have?  Can I hold onto the current refurb past my 15 day limit in order to ensure we have a printer in the house and then send it back?  
CSR:  I am sorry sir but the reason you gave for keeping the refurb printer is not valid and you would be charged for it. Perhaps you could go to Best Buy and purchase one and then return it.  But at this time you can choose to live with you current printer or send it back and get a new one.
Me:  So your company has sold me a defective printer and has invested money shipping me 3 refurb printers in the hopes of fixing a problem that noone knows what it is and now you want to send me a new one but are refusing to allow me to hold onto my old one until the new one comes even if I am willing to give you my credit card number as collateral (just like we did with the refurbs).  Or for that matter allow me extra time to hold onto the current refurb until the change process has happened.
CSR:  Yes.
Me:  That is unacceptable customer service, what other options do I have?
CSR:  You have until Friday to think about it.
Me:  I am going to wait and see if a firmware update will come out that resolves the issue and in about a month I will call you back if the problem remains and see about switching then.
CSR:  That is your choice sir, but be aware that the new printer may not be an option as a replacement at that time.
Me:  I'll live with it.
So obviously this is all paraphrased but the meaning is clear.
And my question...Well am i expecting too much from customer service to accomodate my needs?  
Generally i am willing to work to resolve issues, but as the defect is theirs and as I am willing to explore other options (holding onto the refurb, using my card for collateral), I am disappointed by their inability to work with me.
HP employees and others please chime in.

Answer 1

Hi Ciara,
Thanks for asking.  As a matter of fact the new firmware came out a couple of weeks ago and my printer is working well.  
It is too bad that communication between tech and customer service is lacking.  If from the beginning I was told by the CSR's that  a firmware update to "fix" the issue was in the works and the best option was to wait it out for a certain amount of time before looking at replacing the printer I would have appreciated the honesty and while not happy with having to  "wait" I would have understood and since my issue did not effect the printing functionality of the printer it would have made sense.
I understand HP is a large organization but they really need to figure out how to disseminate information to CSR's so they can communicate right with customers the first time.  They will only get so many chances.