Instant Ink Delivery Issues

[TiredMommy1977]

I have been subscribed to Instant Ink for years. We don't print much, so we only recently ran out of ink. However, no ink was sent before this occurred. Isn't the entire point of this subscription that we're supposed to get ink ahead of time before our ink runs out? I'm paying into this program and want to know why it didn't happen. I called and the customer service agent was useless and couldn't offer any explanation or compensation, and there's no email available to contact and report this issue. 

1) I want to know why my ink replacement wasn't sent to me before my ink ran out (I had to manually request it AFTER my printer ran out of ink and then wait a week+ for it to arrive - ridiculous!)

2) I want an EMAIL for customer service support (your phone reps and chat features are useless

3) I want compensation for buying into a subscription that clearly doesn't work.

[Hawks_Eye]

@TiredMommy1977,

Welcome to HP Support Community. 

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

I would need to know a few details regarding your Instant ink account to help you get the ink cartridges sorted. Since the instant ink account details are confidential, please send me the required information via private message. 

To locate your account, please provide

Your registered email address

Your Instant Ink account ID

Serial number of your printer enrolled in instant ink

Confirm your address,

Please click on it. I hope this helps resolve this issue completely, Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Yes" on the bottom right to say

Take care and have a great day ahead!

Hawks_Eye

HP Support 

[TiredMommy1977]

Okay I sent you a PM with the information.

[Hawks_Eye]

Hi @TiredMommy1977 

Thanks for getting back to us.

I have replied to your private message, please check and confirm.

Have a Nice Day!
Thanks!

Hawks_Eye

[TiredMommy1977]

 Hi, I responded but haven't heard back from you yet, and another rep PMed me saying "Please reply back to your original public post or create a new public post to assist you further" - so that's what I'm doing.

My concern has still not been resolved. I asked why the system never registered that I was out of ink. My understanding is that the system is designed so that it registers when my ink is low and then sends our refills before the ink runs out. This didn't happen and I want to know why. I pay for this service every month and use so little ink that it's never been an issue before now. So it's dismaying when I pay for this monthly service to only not have it work. I want to know what happened and why I didn't receive my ink before I ran out of it. 

To reiterate:

1) I want to know why my ink replacement wasn't sent to me before my ink ran out (I had to manually request it AFTER my printer ran out of ink and then wait a week+ for it to arrive - ridiculous!)

2) I want an EMAIL for customer service support (your phone reps and chat features are useless

3) I want compensation for buying into a subscription that clearly doesn't work.

I have provided all my information already. This is a post I made on March 3rd and it's March 24th now. Why is it so hard to get an answer? The fact that my account has been so incredibly mismanaged with no one to provide answers and a total lack of effective customer support makes me think I am very likely to drop this service all together considering the time I've been wasting just to try to get what should be a simple answer. You guys are not running an efficient service here. 

[TiredMommy1977]

To date, no one has yet addressed any of the issues I presented. This is an absolute failure of customer service. 

[emmajack780]

Your Instant Ink subscription should send replacements before your ink runs out, but delays can happen due to tracking errors or account issues. Try logging into your HP Instant Ink account to check your ink status and subscription settings. For support, HP doesn’t publicly list an email, but you can try their support website, chat, or social media channels for a response. If unresolved, request escalation for possible compensation.