If you go to this page here, which is the support page for the HP PSC 2355 printer/scanner, you will see a helpful link identified as “Chat with an online technician.” As I can’t get my PSC 2355 scanning features to work after an upgrade to OS X “Tiger,” and can’t find any information about why this isn’t working on the HP website, I clicked on the link.
There’s a note on the subsequent page that reads “The HP Chat application does not support Mac Operating System. Mac customers can still access a support technician via e-mail or phone.” I didn’t see that, so I entered the requested information and clicked “Connect” and, for some magical reason, the system worked on my Mac. Here’s how it went.
Ricky: Hello Peter.
Ricky: Welcome to HP Total Care for All-in-One products. My name is Ricky.
Peter Rukavina: Hello
Peter Rukavina: I’m having problems with my HP2355 All in One.
Peter Rukavina: It’s connected to my iMac via USB.
Peter Rukavina: I’ve just upgraded to OS X “Tiger”
Peter Rukavina: I can print, but I cannot scan.
Ricky: Peter, I understand that you have PSC 2355 and installed on MAC OS. Am I right?
Peter Rukavina: Yes.
Ricky: Peter, let me explain you.
Ricky: At the present time HP does not offer Chat Support for this product in the Macintosh operating environment. HP does offer full support for your product in the Macintosh environment through our telephone support teams. They can be reached by calling us at 1-800-474-6836 or 1-800-HPINVENT. We apologize for the inconvenience and look forward to serving you.
Peter Rukavina: But your website says “click here to chat online” right on the Mac support page…
Ricky: I would like to help you to resolve the issue. As the support is restricted for Windows versions, we need to have sufficient documents to support you on MAC OS. So, I recommend you to contact the phone support team and they will help you in resolving the issue.
At this point, leaving the chat window open, I called the 1-800 number that Ricky gave me. After following through a series of voice prompts that led me to identify my product and operating system, I was told that the support centre was closed on Sundays. I returned to Ricky:
Peter Rukavina: I called your 1-800 number, but the recording there says you aren’t open on Sundays.
Ricky: Peter, let me confirm, is this the number you have called now:1800-474-6836.
Peter Rukavina: Yes. I called, followed the prompts to identify the PSC 2355 for Mac, and received a recorded message saying you are only open on Mon-Fri and on Saturdays.
Ricky: Peter, I think the MAC support team is opened from Monday to saturday.
Ricky: The support center for Windows is opened for 24 / 7.
Peter Rukavina: Is there any way I can get Mac PSC 2355 support on a Sunday at all?
Ricky: Let me check.
Ricky: Peter, thank you for your time.
Ricky: You can email the issue to the email support team and they will reply you with in 1 hour with the solution.
Peter Rukavina: Thank you for your help. Have a good day!
Ricky: Open the above link. Click on link which is under Email and post the issue to them and they will help you to resolve the issue.
I’ll let you know what happens next.