Failed delivery, packaging damaged and missing cartridge

[Diane838]

I received a delivery yesterday for an order placed and paid for. However the delivery driver when delivering the package explained the damage packaging was like it when it arrived to him. There is also a black cartridge missing. Please advise who I am to contact. I have already sent one email yesterday but not received a response.

[VikramTheGreat]

Hi @Diane838,

Welcome to the HP Support Community.
 

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

Thank you for bringing this to our attention, and I’m sorry to hear the package arrived damaged and with the black cartridge missing. I can understand how disappointing that must have been, especially after already reaching out and waiting for a response.
 

To help check this properly, could you please let us know:

• Is this related to an HP Instant Ink shipment?

If yes, please share in a private message only:

• The registered Instant Ink email address,
• Or the printer serial number,
  So we can try to check the shipment details and help further.

Also, if you have already received:

• A case number,
• Reference number,
• Or support ticket ID from the email you sent,

Please share that as well, so we can look into the existing request.

Take care and have an amazing day!

[Diane838]

Good morning Vikram

Thank you for your reply, I did attach the invoice received in my initial email to enable you to see the detail needed. Please see below extract from the invoice with the detail of the missing black cartridge including the serial number that is desperately needed because it is low on ink.

W2070A HP 117A Blk Original Laser Toner Crtg 1 EA 45.82 45.82 GBP
193424172801 EAN/UPC
8443999000 HTS Code
NA ECCN Code
47350058 Deal ID
China-1 Country of origin
Serial Number: 100997863962

I look forward to hearing from you shortly with an expected delivery date.

Many thanks & kind regards

Diane

[VikramTheGreat]

Hi @Diane838,

Thank you for getting back with the details. However, I was unable to locate any information related to an HP product with the details shared.
 

I’m sending you a private message. Please click on it and share the printer serial number privately so I can check further and try to find all the related information for you.

Please help us with the Printer serial number or the product number in a private message for further assistance.

Here is the link to find the product serial number: - Click here

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.