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Common problems for INSTANT INK, HP+ PLANS: INK AND TONER
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HP OfficeJet Pro 6978 All-in-One Printer

I contacted Instant Ink this morning because my magenta ink was empty and HP couldn't see the cartridge.  I found out from my account that the cartridge had been "invisible" for quite some time and until HP could see the cartridge,  they weren't sending out ink.  In an on-line chat, Dominic took my information and ultimately had the ink sent out - to arrive Dec 28.  So, we are essentially without a printer for 14 days.  Yes, yes - I can go to the store and purchase ink, which I will do, but that rather negates the Instant Ink premise, yes?  

 

Anyway, I mentioned to Dominic that since HP had known something was wrong with my printer communication, it would have been helpful if HP had contacted me to let me know there was an issue -  so we could address it before it became a problem.  Dominic assured me as soon as I received the new cartridge everything would be fine.  I repeated my statement about contacting me.  Dominic then informed me the cartridge wasn't empty, but malfunctioning.  When I (caustically, I admit) indicated I would like to send the cartridge directly to him so he could see it was indeed empty, he went on to instruct me in recycling.   Clearly, Dominic could use some CS training.

 

I went to the corporate HP site to find Customer Service management, but they are either in hiding or don't exist.  I called some numbers, but got nowhere.  Infuriating when I consider how many HP products we've purchased over the years. 

 

Does anyone out there know how to access HP Corporate CS?   Thanks!

1 REPLY 1
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Hi @cosfordparket,

 

Welcome to the HP Support Community

 

I understand you are facing an issue with your HP OfficeJet Pro 6978 All-In-One Printer. Not to worry I will help you to get a resolution to resolve the issue.

 

We shall escalate this issue to the concerned team.

 

Please look for a private message from me requesting additional information. Keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

 

Hope this helps! Keep me posted. 

 

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!


ANAND_ANDY
I am an HP Employee

† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.