Complaint

[ingu1]

I joined instant ink back in 2020. I got one set of ink cartridges in 2021 - then nothing. Which was sorta okay, despite shelling out for ink I wasn't using/needing - until exam session happened.  My ink cartridges were low so I left  my printer on, even when it came waking me up in the middle of the night with all its dinging and self service nonsense, to trigger new cartridges.  NO cartridges came.  I called HP customer services- they said it was my fault for not having my printer on! They agreed to exceptionally send cartridges within 5 working days because exams were about to begin.  2 weeks later - still nothing. I ended up buying them on Amazon, got them the next day!  Then got a call saying problem with your order - you'll have to wait another 2 weeks! Told them no way- end my subscription now. This is NOT INSTANT.  Guy on the phone threatened me about leaving  - said that they would prevent my printer using their cartridges if I left. I had to remind them again what cartridges, haven't received any ink from them since 2021!. The ones in my printer now are from AMAZON so don't mess with my printer! 

Got an email threatening same and then another charging me for all of May even though I ended my subscription in April. On my account it says no live plans - but on my payment its got monthly payment details and my bank card details.  

I tried to contact customer service to ask about the bill and also get reassurance they wouldn't  bill me again next month. I spent 30 mins with their frustrating AI chat going around and around in circles, then finally got other support options - chose to speak to a person. I was directed to WhatsApp, waited 45 mins,  finally someone texted me asking the issue, and then nothing. They finally responded 24 hours later saying sorry for the wait they were at the end of their shift yesterday? What, like there isn't anyone else there to pick this up when they go home?!  Said I wanted to make a complaint- they said okay tell me what your problem is and I'll "feed it back". Replied no, this is not feedback, this is a complaint.  What's the complaint process for HP? Do I fill in a form? What's the turnaround time to handle complaints? What happens it unhappy with initial response?  Waiting for a response.  This has to be the worse customer service I've ever had - no cartridges for 4 years, them promise to deliver promptly not met, then radio silence while still being billed and no clear complaint system?!  I just want out of this nightmare loop!

[Sneha_01]

Hi @ingu1 ,

Welcome to HP Support Community.

I'm really sorry to hear about the troubles you've been experiencing with your  Instant ink subscription. It sounds incredibly frustrating to deal with these persistent issues, especially after expecting a resolution. No one should have to go through this kind of hassle.

I have reviewed the case. I will be delighted to assist you and also noticed that you've reached out for the first time. Please help us with the following details on a private message, which will help us in escalating this case further.

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Take care and have a good day.

Rachel571

HP Support