All-In Plan - I feel duped

[SW33908]

I received my first printer with the All-in Plan in midOctober.  Had to call the Live support team to get it to connect to the wifi.  Printer and scanner worked great for approximately 10 days.  Then, after a call that lasted over an hour with a support representative, it was determined that I needed a replacement printer (my printer had decided that the paper in the tray was not 8.5x11, even though it was, and also the paper feeder no longer worked).  I received the replacement printer 4 days ago.  Again, a call to live support to get the printer to connect to wifi.  While on this call, the printer display panel suddenly showed that set-up was incomplete (even though it had already printed and scanned).  Then the display panel showed the ink cartridges were incompatible with the printer (again, it had already printed).   I was told "maybe an internal problem with HP" and wait 24-48 hours to see if it starts working.  Thursday, another call to live support - now I'm told the problem has been escalated to a higher level of support with the Escalation Management Team and I can "expect an update within 5-7 business days".

I work from home and when I cannot scan or print, my hands are tied.  If it takes the entire 7 business days, I will be without a printer for 2 solid weeks.  

Does anyone have any advise?

[VikramTheGreat]

Hi @SW33908,

Welcome to the HP Support Community.
 

Thank you for posting your query. I will be glad to help you.

I can truly understand how frustrating and disruptive this situation is, especially when you're working from home and relying on your HP OfficeJet Pro 9120r printer to scan and print daily. You've already shown a lot of patience and persistence, and I want to help you get back on track.

You Can Try While Waiting for Support

1. Check for SETUP Cartridge Requirement

HP printers often require SETUP cartridges during initial configuration. If your replacement printer didn’t come with SETUP cartridges, or if they weren’t installed correctly, you may see an “incompatible” error even if the printer has already printed once.

👉 HP Printers - A 'Use SETUP Cartridges' Error Displays | HP® Support

2. Reinstall Cartridges Carefully

• Open the cartridge access door.
• Remove each cartridge and inspect for damage or dust.
• Reinsert each one firmly into its color-coded slot until it clicks.
• Close the door and wait for the printer to initialize.

3. Reset the Printer

Sometimes a soft reset helps clear internal errors:

1. Turn off the printer.
2. Unplug the power cord from the printer and the wall.
3. Wait 60 seconds.
4. Plug it back in directly to a wall outlet (not a surge protector).
5. Turn it on and check the display.

4. Recheck Paper Tray Settings

If the printer misidentifies paper size:

• Remove the paper and reload it neatly.
• Make sure the paper guides are snug against the stack.
• On the printer display, confirm the paper size is set to 8.5x11 (Letter).

I hope this helps.

Take care and have an amazing day!
 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

VikramTheGreat

[SW33908]

Thanks for your suggestions.  Same error message is appearing.  I used the ink cartridges that came with the printer - so maybe they sent me the wrong ones?

To add insult to injury, I've now been billed for the monthly All-in Plan, billed for paper overage (which i believe was due to all the 'misprints' and paper shooting out when the technician was trying to "fix" the first printer), and now an instant ink bill - all for a printer that has never worked!!!

Still waiting for Escalation to contact me.  We are now in day 5 of "...an update from us within 5-7 business days"

[VikramTheGreat]

Hi @SW33908,

Thank you for getting back and letting us know. We can surely try to find and get all the help. Please share the Instant Ink ID or the email ID to check and get all the help.

Please help us with the Printer serial number or the product number in a private message for further assistance.
 

Here is the link to find the product serial number: - Click here

To access your private messages, simply click the private message icon on the upper right corner of your HP Support Community profile, next to your profile and send a private message to me with the serial number, because we value your privacy.
 

VikramTheGreat

HP Support

[SW33908]

The “escalation department” finally got back to me in 10 days.  They stated I needed a replacement printer as the printer they sent me (that never worked) was the wrong serial number that the system was looking for.   I called All-In support and after an hour on the phone, another replacement printer was ordered.   It arrived yesterday - I will try to install it on Sunday (no time to work on it before then as I’ve learned it takes over an hour if I have to call for support.  Fingers crossed that 3rd printer will work!   Otherwise I will try to cancel my all in plan and simply purchase a printer outright - and provably not HP!

[SW33908]

Replacement printer #2 failed out of the box (as did replacement printer #1).  Exact same problems - says installation incomplete and incompatible cartridges.  I reported this with a phone call to All-In support that took over an hour.  Solution was "please wait 24-48 hours" and it should work.  I spoke with a supervisor at the end of this call and said if the printer did not work at the end of the 48 hours, I wanted to cancel.  Here we are 48 hours later.  Still doesn't work.  On the phone with support now who offered to send it to "escalation management".  He did see the notes that the supervisor put in the file and now he is trying to see if they will waive the cancellation fee.  I've not had a printer that worked since October 28.  hopefully the fee will be waived and I'm going printer shopping this afternoon.   and it won't be HP.   I'm so disappointed.

[VikramTheGreat]

Hi @SW33908,

Thank you for sharing this update. We’re truly sorry for the ongoing inconvenience. Having two replacement printers arrive with the same issue is absolutely not the experience we want for you.
 

Since the case has already been escalated and the supervisor is reviewing the cancellation-fee waiver, we would recommend waiting for their final confirmation. The escalation team is the right group to handle this and ensure the situation is taken care of properly.
 

Please keep us posted once you hear back from them. If there’s anything else we can help explain or check from our side, we’re here to support you.

Take care and have an amazing day!
 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

VikramTheGreat