Customer Complaint re: Termination of INSTAPRINT plan

[3HC]

11/14/2022

In short, I purchased and have been using an HP printer and subscribed to an HP Instaink plan for many years (HP LASERJET PRO 6978 printer).

While this printer is still working, I appears the print head needs to be replaced as even when all new HP ink cartridges have been installed and I ’ve run the printer maintenance cycle (several times) on the printer, oftentimes in full-sheet color picture printing mode, there are color flaws in the printing.

As I’ve been overall happy with the printer, instead of taking the printer out for repair, I purchased a new HP printer (7301) and no longer need my Instaink account as the 7301 (liquid ink printer) came with roughly 2 years of liquid ink.

I have a son who has Down Syndrome. My plan was to migrate the Pro 6978 printer to him along with the remaining Instaink cartridges I have (and for which he will be elated). When I went to cancel my Instaink plan, I was advised any unused cartridges would be deactivated and that they would no longer work in my LASERJET PRO 6978 printer.

I’m confused in that I did not ask for cartridges to be mailed to me. They came automatically based on the data HP received from their cartridges in my printer in my home.  In theory, I believe I was not only entitled to receive these cartridges but that they were mine based on monthly Instaink payments I made to HP for many years. 

This policy is not only unreasonable, but also abusive for HP loyal customers. I paid for these cartridges and now because I cancelled my plan, they are deactivated and won’t work. That’s like buying something and then the seller taking their product back and not giving a refund for taking their product back. I bought the same brand replacement (HP) printer. However, I don’t need an Instaink plan for a while.

In short, I’ve been a loyal HP customer for many years. Not only did I purchase an HP product, but I also subscribed to their monthly Instaink program for MANY years. I then purchased a new HP printer and unfortunately find myself unjustly punished for being a loyal HP customer.

Does anyone from HP monitor this site who could offer a resolve to a loyal customer complaint such as this?

Frustrating! Unless resolved, I have no other option than to return my new HP printer and purchase another brand of printer.

HELP PLEASE!

HC3

[Bob_Headrick · Accepted solution]

The above is one of the biggest misconceptions regarding the Instant Ink program.  When you sign up for the Instant Ink program you are NOT purchasing ink, you are purchasing a subscription to a set number of pages per month.  The ink is supplied, but remains the property of HP and must be returned if you cancel the program in accordance with the terms of service.  See sections 5.d and 9.c of the terms of service here.  

By the way, your printer is likely the HP Officejet Pro 6978 rather than a Laserjet.

[3HC]

Thank you. You are absolutely correct in that it was an Officejet Pro 6978 I was speaking of.

A contract is a contract, and the terms of services are clearly stated. I obviously did not understand that this would impact me. Again, this policy is not only unreasonable, but also abusive for HP loyal customers. Unfortunately, I can only make a User Review of my printer performance (with Instant Ink program since 2017) as basically being 'flawless'. Flawless enough that when I was ready for a new printer, my ONLY thought was the superior performance of my prior "HP" brand printer. 

I am not sure how much left-over print cartridges truly cost HP, but it would seem insignificant as compared to losing a customer and tarnishing a successful product name. My recommendation is that HP consider reviewing this stipulation in their Terms of Service. The opening line in your response says it all; my complaint is "one of the biggest misconceptions of the Instant Ink program."  Glad to know that I'm not alone in this understanding but more importantly, it's unfortunate HP isn't business savvy enough and interested in understanding this misinterpretation of their terms and conditions by their customers or, as in my case, those of us who probably did t think there was anything to be worried about in a simple month-to-month replacement printer cartridge program. I did not read that section. 

I am a realist and what I realize here is there were customers who did things, in a calculated way, near the end of their program to maximize getting several, if not lots of additional cartridges just before they terminated the service. Perhaps a revision to HP's Terms and Services agreement such that "any (increased usage) plan changes, say within the prior 3(?) months of a plan termination, requires return/deactivation of those, as of yet, unused cartridges.” This is just another case where a few have ruined it for those who do not intentionally abuse something.

Too small of an issue for HP to consider? Possibly. I acquiesce to abiding by the terms of the plan I purchased.

By the way, your response was most helpful!! I, for one, am appreciative of your knowledge and the dedication of your time in this effort. Kudos!!!!!  I will respond accordingly to your post. Thanks, again.

Signed:

                                                A disappointed, former HP Customer

[Bob_Headrick]

I appreciate your reasonable discussion on the matter.  It is unfortunate you are now a former HP customer.

The logistics currently are reasonable to implement - if the printer is enrolled in Instant Ink the cartridges can be used, otherwise not.  If this were to be changed to somehow allow printers that had been enrolled for some time to somehow keep working for some additional time after the subscription was canceled it seems this would be a logistics nightmare.  It would require a database to be kept of how long a printer had been active, how long it has been since the cancellation, and other factors (perhaps how many pages had been printed since cancellation).  This would need to be checked any time a page was printed.  I can not see how this would be workable.  

Instant Ink cartridges are typically larger (ink capacity-wise) than HP XL sized cartridges.  For the printer I use the most often (an HP Officejet Pro 8600 series) the XL cartridges I use typically last longer than two years.  I just checked, the cartridges I currently have installed were replaced last in 10/2020 and still have about 25% ink remaining.  While it might be nice for me if I could subscribe to Instant Ink, even for a year or more, and then cancel and continue to use the cartridges for years it would not be a very good business model for HP.

Even as things are now,  folks sell Instant Ink cartridges on eBay even though the cartridges they are selling are the property of HP, and they will not work in printers that are not enrolled in HP's Instant Ink program, and anyone who *is* enrolled in the program can get replacement cartridges automatically shipped in advance.

I used Instant Ink in two printers for about a year.  For the HP Envy I had a 100-page plan, and did not use all my pages so they accumulated in my rollover account.  When I was canceling the program I used some of my remaining rollover pages to print some manuals and other documents that I would like but would generally not print.  As things worked out I actually printed enough to trigger another ink shipment, which ended up not reaching me until after the subscription had ended.  It seemed a shame, but I sent the spent cartridges as well as the new ones back to HP.

I wish you the best in your printing future.  It seems there are pros and cons for any printer manufacturer,.  Hopefully you will find one that meets your needs,