HP instant ink

[Tables84]

How do I go about filing a formal complaint with HP? 

I've had a subscription with HP instant ink since 2019 and it's never been an issue until today. First I'd like to start off by saying that the color went out on the printer fairly early, right after the warranty expired, coincidentally. That's fine, I mostly use black ink anyways. I work from home all week except Wednesdays.  I noticed on my last card statement that I was charged $65. I went onto the HP ink app and you can look up the page count, currently my subscription is for 300 pages at $13.99/mo. It was showing that I was way over 300 pages and they charge for extra pages. Something looked off for me so I was looking at each day and it was showing that I was printing pages, lots of pages, on days that I know for sure I didn't, like saturdays and Wednedsdays. I went back and looked at all previous months and its the same. On the website it says that if the wifi isn't connected then whatever you printed that day will show up on the day the wifi comes back on. Okay, makes sense, only problem is I haven't had any wifi issues. One, i remote connect to work and it wouldn't work unless I have wifi, two my computer is wirelessly connected to the wifi, so again no issues. I contacted customer service and after confirming on their end that the wifi shows that there were no disruptions in the connections I asked if I could get some kind of refund as there is no way of knowing how many pages exactly that were over. I'm a medical biller and only print one page at a time so these numbers weren't adding up to me, so I ran a report on these dates on my end. For instance, on a 4 day period it showed I printed 141 pages, on my report it only showed I printed 47 claims. The customer service rep said that they could only offer me a partial refund of $22. I accepted and wanted to cancel my subscription as I wasn't sure that moving forward the page count would be accurate and this would be an on going issues. This is when she came back and said she gave me the wrong info and they could only offer me a refund if I continued my subscription. This doesn't make sense! You clearly confirmed there were no wifi issues and I don't work Saturdays so how is this possible, printing 107 pages on a Saturday?? Not only were they not going to give me a refund unless I stayed but she informed me that the cancellation would only take effect on the end of the billing cycle which is the 17th. It's the 7th and it shows I've already printed 449 pages-more than my 300 subscription- so I will be charged more until the end of the cycle! So, to get this straight, the page count isn't accurate, confirmed this. Only get refund if I stay, and then won't cancel until end of cycle so I will still have to pay more. Not only that, at the end of the cycle the ink will stop working and I will have to purchase other ink to use on the printer. 

I'm not opposed to paying more if I've used over my 300 pages, my issue is that how can we be certain that this is accurate, as it clearly isn't, so why should I pay for this? By offering me a refund you're telling me that I am correct, but only giving it to me if I stay??? Then still billing me even though I've cancelled my subscription. To top it off, kid you not, as soon as I hung up the phone, my printers screen went blue and all the lights started flashing. When I went to print it said check your warranty and service status. Like what the hell? Did they turn off my printer or something?? I called back and the lady was nice enough but not helpful at all, just repeating the same things I already knew. This whole experience has been pretty awful, I haven't been able to work at all today and for being a loyal customer for so long it's extremely disappoiting to be treated this way.

I'd just like my refund, or at the very least have it applied to this months bill as it won't cancel till the 17th and I will still be paying another $65 or so. Super frustra

[Garp_senchau]

@Tables84,

I can completely understand how frustrating this situation has been, especially with your work being impacted. After being a loyal HP Instant Ink customer for so long, it’s frustrating to feel like things aren't working as they should. 😔

As for the blue screen and flashing lights on your printer, it could be an unfortunate coincidence and unrelated to your conversation with our customer service team. It’s not our intention to interfere with your printer. It could just be an internal error. I’d suggest restarting the printer and seeing if the issue clears up. If the problem continues, please don’t hesitate to contact us again, and we’ll dive deeper into it. 🤞

I understand that the page count discrepancy can be frustrating, especially when you're certain that there were days with no prints. However, it's important to note that the accuracy of the page count is typically tied to the usage and settings on your end. We recommend reviewing the days where you've noticed discrepancies on your end to ensure everything is set up correctly. If there are any issues with your printer's configuration or usage patterns, we're happy to guide you through troubleshooting steps, but the page count accuracy ultimately depends on how the device is being used. Let us know if you'd like assistance with a thorough review of your settings.

I understand how confusing and frustrating it must be to be told that the refund is only available if you stay subscribed, especially when you’ve already decided to cancel. That’s definitely not the ideal situation, and I completely get why you'd want more clarity and fairness here. 💡 Here's the solution: you can accept the refund now, and after it’s processed, you’re free to cancel the plan whenever you're ready. You don’t have to stay subscribed any longer than you want to, and the refund will still be applied before you cancel.

We just want to make sure you're refunded properly for any discrepancies in the page count, and that you’re not unfairly charged. Once you cancel, you shouldn’t be charged for anything else moving forward.

I really hope we can turn this around and make things right for you. If there’s anything else I can assist with or if you need further help, just let me know. We’re here to make sure you have the best experience possible. 💙

If this solution worked, feel free to mark it as the "Accepted Solution"—that’s like finding a treasure chest full of gold! 💰 And if you could click 'Yes' under ‘Was this reply helpful?’, you’ll make my day better than discovering a hidden island! 🌟

No matter the tech troubles you face, remember this—every great journey has its challenges, but with persistence and the right crew, there’s no storm you can’t weather. Keep sailing forward, and never hesitate to reach out if you need a guiding star! 🌊

Thanks again for being awesome! Wishing you smooth sailing ahead! ⚓

Cheers,