What happens when your "warranty" expires on your printer? For the last two weeks, I've had trouble with my printer. It still prints, but it's also supposed to scan. It hasn't been doing that. For some reason, the scanning program won't work. I called HP because their online chat program won't work on my mac.
I was then told by an agent who spoke almost no english that he knew what my problem was and that I would be transfered to a technician who could solve my problem but there would be a $34 "small fee."
I explained that I wasn't interested in paying to have my scanner work the way it was supposed to, and that I thought they should just explain the problem since they already knew what was wrong - it was a "known" issue.
In my mind, charging $34 to fix a "known" issue is pretty bad customer service!!!!! I'm not really inclined to be an HP customer any more. I spend hundreds of dollars a year on ink and toner, and I own two HP printers right now.
I have choices. I'll buy from someone else, because the supervisor "Matthew" told me specifically that there was no alternative for me because I use a Mac. I don't qualify for free online support because it's not compatible. If I want them to tell me the "secret" answer to my "known issue" I have to pony up.
Right now I'd rather spend $200 on a new printer from someone else that values me as a customer.
Generally speaking, here's my thought on warranty coverage. If something goes wrong, I think it's fine to say - we guarantee the parts in this thing will work for 1 year or whatever. But when the issue is the software, why not make someone's day and help them fix it! Why not take the chance to delight someone and help them out. The software didn't go bad - and it's not like I'm asking them to replace anything.
I can download the software again for free anyway! I'm willing to bet that offering free technical support for the life of your product (answering questions and helping troubleshoot) is far cheaper than turning off customers because $34 is more valuable than future sales. Especially when that $34 is to give me some "secret answer" to a "known issue."
I'm not in the mood to buy HP ever again.