How can I get proper help on a simple problem

Question

I have a HP DeskJet 1220c Printer - It is considered to be a professional model. It is an older model, but it prints 11x17 so it serves my purpose at times. My color cartridge was running out, so a friend purchased two ink cartridges for me while in another city. So, I cannot simply go back to the store. That is the starting point.
Anway, when I removed the protective tape on the color cartridge, part of the actual head came off. The Black cartridge works just fine. So I decided to call HP about getting a replacement. It goes someting line this.
Call to 1 800 227 8164 HP Support for Canada
I was referred to <text removed for privacy>. From there I was referred to:
<text removed for privacy>spoke to Nandita in India. She tells me that there are no longer any cartridges for my printer. Strange, Stapes have shelves full as to Costco. She would not back down, because my printer was no longer under warranty. Even took its serial number. But the problem is with an ink cartridge, not a printer. Sorry, we need the serial number. After much discussion, she opened a case number for me.
So, I called the escalation team <text removed for privacy>
Cindy took down the information and said that someone would call me back. My printer is a commercial unit, and they are not the commercial section.
Next day, no call back, so I called the same number. Cindy of course is unknown or not available, and I am told to write a letter to the ISB Team ......whoever they are....at this address in Boise ID 83714.
I said that I would simply ship them the defective cartridge to them. I was told "Do not send them the cartridge..... they will tell you what to do. If you send them the cartridge, you will never get it back" Ok, I was warned.
I was transferred to Linda in corporate. Never got the number. Who advised me of the two Canadian Numbers.
Mississauga <text removed for privacy>
Kirkland<text removed for privacy>
Kirkland is closer than Mississauga, so I called Kirkland. The receptionist refused to reply in English, so we spoke French, and she referred me to:
Nancy in The executive customer relations. No phone number given. When I spoke to Nancy. Who game me another number and as requested stayed on the line during the transfer to Costa Rica
<text removed for privacy>
You guessed it, transferred and ended up in PaloAlto talking to Yunsil. She advised me that she would advise the Canadian office. Their phone number <text removed for privacy> (See above) and they are now supposed to contact me.
A big part of the problem as I see it - constant reference was made to the fact that my DeskJet 1220c is a Commercial Machine, and I am not a business but an individual, and they simply do not know how to handle that. I have to get into the commercial part of their operations.
The Printer type and Serial number are very important to know when replacing a defective ink cartridge I guess.
Total time on the phone to date, maybe 2 hours. Am I going to give up. You guess. If I stop, I will have nothing of interest regarding Hewlitt Packard support service to report:-))
Dec 18, 09   Started again by calling  <text removed for privacy>.  I was sent to the Web.  No luck, so I called back  Operator refused to talk to me and I was again transfered to ?  and placed on hold.
 "Everything we do must be for the customer. If it's not, then we need to reconsider why we're doing it." Mark Hurd.
Was asked if I was using Mac or Windows.  I am talking about an Ink Cartridge here.
Person I was talking to promised to call me back - will not give her eMail - Name is Claytie and she is in Costa Rica.
Can anyone help  PLEASE

Answer 1

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