[BogeyBoy]

One of our HP printers has an additional high capacity paper tray and a print on both sides option. Often when we would print on both sides the paper would jam. Called tech support. Told them I thought the paper was not feeding from the aux tray properly and getting stuck. (Actually ripped to pieces.) They took me through the usual routine, is it plugged in? Unplug it, let it sit for 30 seconds, plug it in. Does it power up? Does the display come on? Is there paper? Is there ink? And on and on for about one hour. Finally they said they were sending a new printer. (They actually sent a refurbished printer.) It was stripped down and I had to take apart the old printer and rebuilt the new one. One of the things they did not send was the extra paper tray. (It's a little more involved than just an extra tray, it creates a whole new footprint for the machine.) Of course the problem was not fixed and they had to do what I originally requested, sent me a new extra tray.

Guess what I'm trying to say is that they assume you can do the various tests but don't trust your judgement on what is needed to fix the problem. I told the tech I was confident that the tray unit would fix the problem but he insisted on sending the new unit. Of course when he said that I thought I was getting a complete (with aux tray) unit so I agreed.

At least I'm diversified, I have 3 HP printers and 2 Epsons. (And one Primera Bravo but that's a specialized unit.)