Appalling HP Instant Ink Customer Service by the Supervisor

[DI771]

First of all I need to congratulate Carlos the HP service person who took my call for his understanding and his willing to help to resolve my accounting issue.

Carlos from Salvador was amazing, speaking perfect English he understood the problem and willing to help, but to solve the accounting issue he need to talk to the supervisor who showed immediatelly he should be working NOT in that capacity because he does NOT know what Customer Service is all about.

My printer was not connected to the WIFI and therefore, as I understand ,unable to read how many pages and how much ink the printer is recording.

For the last 2 months my billing was ZERO (I was not connected to the Internet) my ink was zero to and I had to buy from the store an HP printer cartridges (Lot of money).

Last month I printed an additional 119 pages and therefore my bill should be 12.00 US$...... instead I received a bill of 35.31 US$ because they say I had additional pages in the previous months, despite the fact that every billing I received was ZERO.

Because I was not connected I had to buy HP Cartridges Black and colour for 48.89 Costco.

HP Instant ink want me on top of 48.89 to pay 35.31 !!!

I offer to pay what HP system is telling me the billing should be 12.00, 119 additional pages, the supervisor categorically refused and for a mere difference of 23.31 US$ I decided to close the account for a principle not for money!!!!

That supervisor does not give the HP company a favour for just 23.31 US$ and they lost a customer.

I have to say that Carlos did a great job, he was polite, he understood the problem but he could do anything....the case was out of his responsability.

Thank you Carlos for your effort to sort out the issue.

I hope HP find or train better Customer Service supervisor as my today experience.... to keep customers.

[Bob_Headrick]

The service would not properly bill if the printer was not connected to the internet, pages printed in a given month would not be noticed until later when the printer was connected.  The Instant Ink service requires the printer to have an internet connection for proper service, both to provide proper billing and to allow shipments of cartridges as needed.  If your printer is not connected to the internet eventually the printer will stop printing with INstant Ink cartridges installed.  When the printer is eventually connected the billing will "catch up".

Sorry you had a bad experience with the service, but based on what you said it appears the supervisor was correct in his assesment.