Given wrong information about delivery

[SilstonGeezer]

I hope this forum covers the UK as well?

I had a heavy print run, which happens occasionally, and used up the colour cartridge very quickly.

I went to the Instant Ink portal to see what I could do on Sunday 4th January.  It said that cartridges had been dispatched that morning .  I've delayed further printing, awaiting their arrival, only to receive an email this morning saying that replacement cartridges are being shipped today.

Very poor customer service on 2 levels.  Firstly,  giving wrong information about delivery on which one might be heavily relying.  Secondly, there should be a mechanism whereby one could contact HP Ins Ink, if likely to be printing more than one's record might suggest, and ask for urgent replacements.

Not happy

[VikramTheGreat]

Hi @SilstonGeezer,

Welcome to the HP Support Community.
 

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

Thank you for reaching out, and yes, this forum absolutely does support customers in the UK 😊

I’m really sorry for the frustration this situation has caused, especially when you were relying on the information shown in the Instant Ink portal to plan your printing. I understand how disruptive this can be, particularly after a heavy print run.

To clarify how HP Instant Ink works and address your concerns:
 

1) About the shipment status shown on 4 January
When the Instant Ink portal shows “cartridges dispatched”, it usually means the order has been created and queued for shipping, not always that the cartridges have physically left the warehouse. The follow-up email you received today indicates the point at which the shipment was actually released to the courier. I agree this can be confusing, and your feedback about clearer messaging is completely valid.

2) Why cartridges weren’t sent earlier despite heavy usage
Instant Ink automatically monitors usage trends and ink levels, not individual print spikes. If there’s a sudden increase in printing, the system may only trigger shipment once the printer reports ink reaching the low threshold. This can, unfortunately, create a short gap in cases of unexpected heavy printing.

3) Contacting HP Instant Ink for urgent needs
You’re absolutely right,  there are times when customers need support beyond the automated process. While the community forum doesn’t have access to Instant Ink, we can surely try to find all the help we can.

Your feedback regarding the need for proactive or urgent cartridge requests has been noted. This is something many customers have raised, and it’s important feedback for service improvement.

Take care and have an amazing day!
 

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Regards,

VikramTheGreat