Bests & Worsts Reviews from Amazon

This is a review of the response of HP to a setup problem. I am a 94 year old long time HP Printer user. I unpacked the printer and it seemed easy, until I tried to make sense of the installation of the printer cartridges. The space into which they were to fit was a wide open area, with no evident plug in that fit the cartridges. I tried to contact HP, and was given access to a "virtual agent". I have no aversion to this, and have used it successfully in the past. Today, the "agent" asked for a description of my problem. Repeated descriptions were answered by a repeat request for a description. This is a new printer, yet I was asked for warranty info, then a serial number, a product number, etc. I asked to talk to an individual, but was told that I must call back later. I am still sitting in front of a useless printer after several hours of frustrating interaction. This is no way to treat previously loyal customers. HP's "virtual agent" has succeeded in converting a loyal HP customer into a hostile one. They owe me an explanation, which I doubt I will receive I have a followup comment: much more positive than the above. The problem I encountered was because of a simple problem which could (and was) solved by a brief conversation with an hp tech. The "printer head" which I learned is the term for the "box" that contains the cartridges was tucked away in a part of the printer cavity which I could not see. When I turned the printer off, then on again, the printer head emerged from its hiding place and was located where it should have been to fit the instructions. A simple edit of the instructions would have prevented my problem. I eventually contacted a person, who was very competent and helpful. The virtual agent is really a computer which is programmed to respond to certain words and phrases. It is not ready for prime time! The technicians were great, but I must add that I could not have set the machine up myself. It was complicated. Works great now.