Disappointed 777

[Disappointed777]

I have an HP LaserJet Instant Ink account, every month I have a problem printing invoice from app and have to **bleep** and stay on phone 45mins just to get an invoice printed. .

Placed call to HP InstantInk customer service to assist with printing monthly invoice. During call, HP rep misled me to upgrade to their new Envy All In One Printer subscription paying a bit more in monthly fees. I thought great, I get a new updated printer and I will continue with their monthly printing subscription.

I was out of town the new printer was not connected for a while. When connected new printer, I had documents to scan and I couldn’t figure out how to scan documents with the new printer. I called HP and was told the new Envy printer does not have a feeder. This is a problem, the feeder is what I use frequently for work and wouldn’t have purchased the new Envy printer if I knew it didn’t have a feeder. Told rep I will need to exchange for a printer w/ a feeder. HP rep explained I couldn’t exchange the printer, I would have to cancel the All In One subscription, pay $180 cancellation fee and order a new Envy All In One subscription with the feeder. I was taken back and surprised to hear I have to pay $180 cancellation fee to switch printer. The HP rep told me I should have asked if the printer had a feeder. I told the rep I should not have to pay the $180 cancellation fee as I was misled in signing up with the Envy Printer

I requested to speak with a supervisor. The supervisor couldn’t make the decision to waive the cancellation fee and was told they would have the case escalated to the HP Back Office Team to review. Received an email a week later to let me know, unfortunately, they’re not able to waive the cancellation fee as it’s out of the 30 day window.

It’s very unsettling to know HP couldn’t waive the &180 cancellation fee. I’ve purchased 3 laptops from HP, 2 printers and have been an InstantInk customer over a decade  and they couldn’t waive the cancellation fee, as I was misled into purchasing a new Envy printer subscription. I didn’t call HP to purchase a printer.

Nice way to treat a loyal customer with your product. Way to go!

[Kuroi_Kenshi]

Hi @Disappointed777,

Welcome to the HP Support Community! 

I truly appreciate you reaching out, and I’m really sorry for any frustration this has caused. I completely understand how important it is to get this resolved quickly.

Currently, support for HP All-in Plan products is handled by a dedicated team, and I want to make sure you get the right assistance as soon as possible. You can reach them directly at 1-888-447-0148, they’ll be able to guide you through the next steps. If you need, you can also ask for a supervisor for further support.

I’m here if you have any other questions along the way. Wishing you a smooth resolution!

I'm glad I could help! 😊 If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! 👍✨

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Best regards,