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Common problems for HP+ PLANS: INK AND TONER
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No Welcome Kit - Support Keeps Ordering new ones, never arrive

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Here is my shipping details thus far:

 

Dec 01, 2020

1 Welcome Kit - Shipped

Not available yet

Nov 26, 2020

1 Welcome Kit - Shipped

Not available yet

Nov 16, 2020

1 Welcome Kit - Shipped

Not available yet

 

After the Nov 16th kit never arrived, support order it again on the 26th. Then when that didn't arrive, we tried AGAIN via HP support Dec 1st. The Dec 1st kit Welcome Kit was to arrive FedEx Express on priority according to the support member. Additionally, the same support member indicated the tracking would be live in 1 or 2 days. It's the 7th and once again, no tracking for my Welcome Kit.

 

Now, I realize that ink normally doesn't ship until my ink is shown as low. However, this doesn't hold true with the Welcome Kit which never seems to ship. When I pressed the support agent about possible issues at the warehouse end of things, the support agent told me they haven't heard of anything reported. I find this very, very unlikely. There is no way I'm the only one calling support for missed shipments.

 

But wait, it get's worse. The case is #5057779811 and it was closed by support the same day it was opened - on the day I contacted support. 

 

Here are a list of case numbers from which to pull from:

 

- Nov 26th: #5057540284

- Nov 26th: #5057540098

- Dec 4th: #5057779811

 

Support, please don't bother with the "it takes up to 10 days bit." I'm aware of that.#5057779811 was to be shipped FedEx Express and was to have a 3- 4 day delivery time as I still lack my Welcome Kit. If I could get my money back without driving back to Walmart and exposing myself to the folks there - i'd send this printer back today. I am very frustrated. I am tired of being told the "Let me try another shipment" nonsense from support. If I run out of ink because of this (and I am on track to), I'm done.

 

Call your shipping warehouse please - no really, actually speak with them and find out what the problem is.

 

Thank you

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HP Support Agent
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@ctsdownloads, Welcome to HP Support Community!

 

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details). 

 

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

 

Thank you for visiting the HP Support Community. 

TEJ1602
I am an HP Employee

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