Disputed page count

[Amadore]

There is no email address for your company in the UK nor Live Chat. I purchased an HP Printer with 6 months free trial. I am on my second month and have been keeping a record of the pages I have printed this month as on my first month HP overcounted them.

The pages have been wildly overstated from 11th February. Also in my account it says I have purchased 12 sets of 10 pages which I have not! I assume I will not be charged for these whilst on the free trial.

The employees on the community support are no help and I do not wish to telephone. Customer service is abysmal. Why is there no live chat?

Why is there no email address for the UK. It is a nightmare.

The reviews for HP on “Trust Pilot” in the UK are abysmal. I wish I had looked at them before purchasing anything from HP.

[Amadore]

My additional sets of 10 pages purchased has now gone up to 14!!! I have printed 16 pages today so how can my sets of 10 pages have gone up to 14??

I have 0 of 216 rollover pages used. Why are these not being used in my page counts??

[Amadore]

I have not printed any pages today but amazingly my additional page purchases have now gone up to 15!!! 

Is anybody going to reply ? - and in public not private so that everyone can see the answer?

[Bob_Headrick]

To contact HP Instant Ink Support go to the HP Instant Ink site, the phone number (or chat option for some countries) will be listed in the lower center of the opening screen.

Are you printing two-sided pages?  Each side printed (or copied) will count as a page in Instant Ink.

Once you have used the monthly subscription amount additional pages printed will result in additional sets of pages being added in 10 page increments.  If you had previously printed enough pages for 12 additional sets and then today printed 16 pages, an additional 20 pages (2 sets of 10 pages each) would be added.  During the free trial period there is no charge for up to 700 pages per month, the pages are recorded as part of the overage (without charges) rather than being deducted from the rollover pages.

By the way, it is best not to reply to your own posts in the forum until someone has responded.   Many folks answering posts in the forum search for unanswered posts.  If you have replied to your post it will appear that someone is already responding and those looking for unanswered posts may miss your post.

[Amadore]

Thanks for a reply at last. I reply to my own posts as I have more to say and it takes rather a long time to get a reply to the original message.

There is no "chat option" on the Instant Ink site only a virtual agent which is completely useless.

I am not printing double sided pages

I wonder if you would please explain explicitly how the page counts work on the free trial.

I signed up originally on the 50 pages plan but soon found that this would not be enough. According to my dashboard and also HP employees I can print unto 700 pages a month free regardless of my original plan although other HP employees say I can only print unto 300 pages per month regardless of my original plan. Quelle nightmare.

In an email from HP  it says “You will not be charged during your free trial, as long as your printing does not exceed 700 pages per month.”  Does this mean 700 pages per month. regardless of the original plan or does this only apply if I signed up on the 700 pages plan in the first instance?

If I have roll over pages why am I accruing additional pages?

I have upgraded to 500 pages per month at the moment and am now wondering if I will be charged for these at any point now or in the future and am a little worried about printing any more pages for the moment.

 Why during the free trial period there is no charge for up to 700 pages per month, but the pages are recorded as part of the overage (without charges) rather than being deducted from the rollover pages. Why are they not counted as rollover pages. It is all too stupid for words.

Hopefully you will reply today.

Thanks.

I emailed the CEO of HP trying to get an answer to all this but still no joy.

[Bob_Headrick]

I just checked the UK Instant Ink site and there is a phone number listed just to the right of the "virtual agent" button.  I suspect this depends on the time you looking, in the US the phone agents are available 9A-9P Eastern time.   I have also found that if you start with the virtual agent and then get into an area the virtual agent can not handle it eventually gives the option to chat with a live agent.

During the free trial you can print 700 pages per month regardless of which plan you signed up for (perhaps with the exception of the 10 or 15 pages per month plan?).  During this time rollover pages are not used, and my recollection is the rollover pages are not accumulated - in my case I got no rollover pages during the trial period.  In the past the trail period offered 300 pages per month, and it may have varied by location.  Since you have an email confirming 700 pages per month you age OK for up to 700 pages per month.

Please note that when the trial period ends you will be charged for extra pages (in 10 page increments) if your usage exceeds the subscription amount.  As you get to month 5 of the trail plan you may want to monitor your usage and adjust your subscription as appropriate.

In my case I was signed up for the 100 pages per month plan and in the US, things may vary in the UK.  In my case there were no rollover pages accumulated during the trial period, even for months I used under 100 pages.  This made sense to me since I was able to use up to 700 pages per month without payment.

[Amadore]

Thank you for the helpful reply regarding the possible live agent chat and the explanation for how the page count works each month. It is the most helpful reply I have had : )

Thanks again for your help.