Complaint

[SJHR1]

How do I get beyond first level support to raise a complaint. Since November 2024, I have spent many hours with support agents and my problem has not been resolved.

[SJHR1]

I have been an HP Instant Ink customer for many years and the product has worked seamlessly for me. However, in November 2024 I bought a HP8020e printer and I expected to be able to delete my old printer from my account  and add the new one to it. After spending many hours on the phone to  first line support at HP, it seems that the “delete and add” operation is not possible. No matter what the support agents suggest, it always comes back to me receiving a message “PRINTER NEEDS TO BE SET-UP PER THE INSTRUCTION BOOKLET”. I should say that the Printer works perfectly well and is connected to to my home wi-fi network. For the sake of clarity the sole issue is connection to Instant Ink.

[Dragon-Fur]

@SJHR1 

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[VikramTheGreat]

Hi @SJHR1,

Welcome to HP Support Community.
 

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

I completely understand how frustrating it must be to add your new printer to your Instant Ink account while still struggling to remove the old one—especially after already reaching out to support. I truly appreciate your patience in dealing with this.
 

To help you resolve this smoothly, I’d love to check a few details:
✔️ Your Instant Ink ID (if available).
✔️ The serial numbers of both your old and new printers.
✔️ Confirmation that your new printer is compatible with Instant Ink (some models aren’t).
 

Once I have these details, I can guide you through the next steps and make sure your new printer is properly set up. Let me know, and we’ll get this sorted together! 😊

This needs one-on-one interaction, hence I'm sending a private message to assist you with the next action.
 

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