Can’t print….and poor customer service

[Bruno781]

I have been trying for months to cancel my account in order to create a new one in the country I have moved to, this has not been possible after multiple attempts through WhatsApp, Twitter, virtual assistance, etc. therefore, I cancelled my payment and decided to no longer use instant ink. This morning I tried to print and received an error message saying I needed to change to regular cartridges (not instant ink) despite the fact I am using the ones that came with the printer.  The frustrating and shockingly terrible customer, independent of the hours I have spent trying to do the right thing was bad enough, not I have been blocked out of my own product??

[Anand_Andy]

Hi @Bruno781,

Welcome to the HP Support Community

I understand you are facing an issue with your HP ENVY 6020e All-In-One Printer. Not to worry I will help you to get a resolution to resolve the issue.

We shall escalate this issue to the concerned team. The next team will likely request information from you in order to look up your case details or product serial number.

Please look for a private message from me requesting additional information. Keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Hope this helps! Keep me posted. 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[Bruno781]

Unfortunately due to the current experience I will only be in a position to say I have accepted the solution once you actually provide one, keep in mind this has been ongoing for 4 months now.

[Anand_Andy]

@Bruno781,

Thank you for providing me with the information, I have escalated your issue to HP’s Support Team in your region. They will review and check for possible options available, if any, to resolve your issue.  You should be contacted within 2-4 business days (this does not include weekends or holidays).  Response times may vary by region. 

Hope this helps! Keep me posted. 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[Bruno781]

Hi Andy,

After 18 days they finally got in touch in Italian and providing a solution that has been provided multiple times before.

All I want is to cancel my subscription and delete my account.

Thanks