HPsupport, printer, 5510 , Soldier in Iraq, Technical support?, HP needs attitude adjustment

HP support, Hewlett Packard printer, 5510 all in one printer, Technical support?

***  See Update Below  ***

Here is a video of a soldier in Iraq who called HP technical support and was told he would have to pay for assistance. The printer is a HP 5510 all in one printer.


Perhaps you feel as I do that HP needs to be contacted with our concerns.

Hewlett-Packard Company
3000 Hanover Street
Palo Alto, CA 94304-1185 USA

Phone: (+1) 650-857-1501
Fax: (+1) 650-857-5518

Open 8:00 a.m. to 5:00 p.m. Pacific Time, Monday – Friday.


Thanks to commenter LM.

***  Update June 11, 2010, 8:05 PM ET  ***

The following comment was posted by J.P. Szambelan

2010/06/11 at 7:40 pm
“HP resolved this customer’s issue in 2006. And for years, HP has offered active duty U.S. military personnel free phone support for products both in and out of warranty. Here’s some history and context regarding the video: http://bit.ly/97a8UF

The link provides this information:

“Some History and Context Regarding the HP Soldier Video

06-10-2010 05:18 PM – last edited on 06-10-2010 05:19 PM

I consider myself a lucky man.  I’ve had the great opportunity to dedicate nearly my entire career (more than 25 years and counting!) to working for one of the greatest technology companies in the world.  HP is a part of my life – my friends and family all know I am proud to be a member of this team, and of my particular passion for helping customers.


So, when in 2006, a video surfaced of a U.S. soldier in Iraq taking his frustrations with an HP support policy out on his printer – you can imagine how that resonated with me and within HP.  This video seems to be reaching a new audience as many of my colleagues have had it forwarded to them by family members, friends and co-workers in recent weeks.


I was compelled to write this post because many do not realize that when HP received this “message to HP tech support” we quickly reached out to this soldier and resolved his issue.  And for years now, HP has provided free phone support for all active duty U.S. military personnel, even if the product is out of warranty.  

I continue to be extremely proud of the company I work for and was particularly proud of our response to this customer’s feedback. ” 

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