One measure of a company’s commitment to Customer satisfaction, is to effectively and efficiently do right by Customer they have inadvertently harmed or caused negative influence upon. It is hard to believe HP allowed this situation to get to a point an Escalation Specialists is needed and it hasn’t even been resolved yet (was told refund is not approved – HP is working on a solution). Upon HP Rep’s recommendation in writing confirming one of their printers met all my needs, I purchased from local retailer. After opening, discovered item HP agent said would be included wasn’t where subsequently discovered other criteria also not met thus began the hugely frustrating, unbelievably difficult down the HP Customer NO SERVICE from %#@! experience. Note: local retailer has no printer return policy which is why I contacted HP. It was their mistake in guiding me to purchase in first place so went to them for refund. Had I been given the correct info, I would not have bought printer. In 7 days, I’ve had correspondences (HP Chat, emails, phone calls) with 14 HP Rep’s, 11 emails, 7.5 hours logged just in phone conversations plus additional 2 chat sessions. This doesn’t include some surveys and whatnot filled out in this help/return quest. HP’s position – had you bought from us, we’d return but you bought from a retailer, so no, even while acknowledging the written HP Rep’s "it meets all my needs recommendation to buy it " and confirming Rep was wrong. My recent conversation yesterday has now gone to an ‘Escalation Specialist’ where I’m told HP has offer to refund all but $75.00. When I inquired why not full amount, I was told because refund request didn’t occur for 4 days. I corrected Specialist written documentation shows I initiated the help/return 25 hours after purchase. Specialist is to get back to me. Wow, seriously? I certainly have re-evaluated my future electronic purchasing power with a company and HP is no longer one of them. If HP can’t do right by Customer what is clearly a mistake on their end, it’s hard to see how fair and equitable they would be in any other situation.