Overcharged for ink

[123TXDaisy]

I have been overcharged for printer pages and ink over the past six months.  Just like another user, the page counts have been outrageous, on days where I didn't print anything at all, to the tune of 600 pages or more.  There is no way I would even have any ink to print that many pages.  I have reached out in the past only to have my subscription "upgraded" to more pages for more money, and I am now drowning in ink cartridges.  I now have two of each ink color at this time, with more on the way, I have been told.  There is obviously a disconnect on what the printer is reporting and what you are charging and sending.  I have read in other communities that if I suspend my ink subscription, I will not be able to buy ink from HP again.  So I am relegated to replacing the printer entirely, or finding my ink elsewhere.  Fabulous.  What started as a very convenient service, is now just a money grab by HP.  On a prior occasion, I "chatted" online with your service representative about a driver being offline or not working, so they proceeded to try and sell me some service for $1000 that would keep my printer driver consistent, and they actually remoted into my computer to update the drivers.  I declined the service, but frankly, I am wondering whether HP didn't install some virus on my computer to misreport pages.   I am incredibly frustrated, and frankly am feeling defrauded by your company.

[Dragon-Fur]

@123TXDaisy 

Welcome to the HP Community --

Instant Ink is indeed a Print-by-Page subscription model.

The intent is never to send you too much ink -- 

True -- it is important that you choose a plan that is right for the amount of printing you do.

True, too -- Upgrading to a higher page count when you do not need a larger page count or more expensive plan seems to have snowballed (increased the source of the problem).

Regardless,

Yes -- If you cancel the contract, all that Instant Ink that was sent can no longer be used.

You can, in fact, use the printer and purchased HP ink without an Ink subscription --

You cannot continue to use Instant Ink cartridges outside of the contract.

What ever happened to the contract can be sorted.

Scroll down to find details on how to cancel AND contact information for Instant Ink Support.

Scroll to Section: Instant Ink -- What it is / Cancel / Contact Support

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HP Ink - Genuine HP Ink for your printer

You can certainly purchase HP ink for a supported printer either from the HP Store in your region or a trusted vendor who sells HP genuine products.

 Store/HP.com USA Sales and Customer Service

 Not your HP store?  Scroll to the bottom of the store website and click the Flag to change regions.

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Scammers 

The incident you describe for having been (almost) charged $1000 for driver was a scam --

You were never talking to HP -- not HP Support, not Instant Ink Support, not anyone from HP. 

What ever you did, where ever you thought you were, you were not dealing with HP Support.

Drivers are always free.

Your computer is not full of bugs.

It's easy to get lost, in fact -- landing on the wrong website can lead to inconvenience or disaster.

Scammers are professionals -- they prey on any victim they can snare in their traps.

True -- Because it was a scam and because you let someone you don't know into your computer, the scammers might have done any or all of what you describe - compromising your private files, copying, viewing your data (files, pictures), planting software or malware on your computer, sneaking around...

HP and other legitimate companies spend a lot of time and money fighting these scoundrels.

I will report your comments to our Moderators.

When there is a response, look for a message here before the agent uses other methods to contact you.

Scroll down to near the end of this message to find contact options for HP sites and services.

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Instant Ink -- What it is / Cancel / Contact Support

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-- Reminder to those reading ---

HP Instant Ink is an optional Print-by-Page subscription service for which you are charged a monthly fee for a set number of printed pages.  (Each side of the paper is counted as a separate Page.)

While there is no additional charge for the ink, the service is not free and does charge each month.

IMPORTANT -- Ink is supplied only with an active subscription -

After the service is terminated by you or HP, all subscription ink cartridges stop working and must (should) be returned to HP.  This includes all installed ink cartridges made part of the Instant Ink service and any subscription cartridges sent to you.

Selecting the right number of pages for your plan is important.

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What to do

If you wish to cancel and you cannot complete the cancellation on your own,

AND / OR

If you have questions, concerns, or need to talk to someone,

Please contact Instant Ink Support in your region when the support office is open.

Reminder --

It is strongly suggested that you read the "how to cancel" details.

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How to Cancel and Instant Ink Support Contact details

Want to skip the "how-to" information?

Scroll down to "Your faster option"

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Instant Ink - Cancellation

It is important that you understand the Instant Ink cancellation / termination process and your responsibilities.

 >>> Open and read >>>  Cancel your account

Review >>> HP Instant Ink - Cancel Your HP Instant Ink Service

Section Cancel your account

Video – Cancel HP Instant Ink

 How to unsubscribe or cancel HP Instant Ink subscription

What if?

  HP Instant Ink - Stopping a cancellation

  Why am I unable to print with HP Instant Ink cartridges?

 Enrolled and Not Enrolled – Ink cartridges

 How do I fix cartridge errors associated with printer enrollment?

Recycle HP Instant Ink Cartridges / Subscription Cartridges

 HP Instant Ink - Recycle HP Instant Ink Cartridges

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Instant Ink >> Details / How-to / Articles / >>>> Contact Information <<<<

Review >>>  How Instant Ink works

 -- No Joy? 

Review >>  HP Instant Ink Support Website 

Instant Ink Website –  HP Instant Ink - Website > Support, Enroll, FAQ  --

Click the Flag to change to your region

Remember to check at the bottom of the page(s) you visit for "Flag" (Country / Region) and other important information that designates the page as an HP website.

Comments, questions, objections, or need information not found online?

Your faster option

Active subscription?

Contact Instant Ink Support from within your Instant Ink Account

OR

Contact the team at  HP Instant Ink Support during business days and hours available in your region.

Reminder

• Where available as an option, the phone number will display when the office is open for business.
• Check to see when to call.

OR

Choose to continue to wait here in the HP Community for an agent to find and respond to your question.

When necessary, Agents can access private information.

Waiting is not faster – our HP Community is not  HP Instant Ink support  – Waiting generally works.

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HP Websites and HP Services - Contact Information

Important

Never post private information in the HP Community!

Thieves are waiting - do not just hand out your privacy to their keeping.

HP Support does not free-post phone numbers for HP Support on the Internet.

Your computer is not full of bugs and you do not need to pay a fee for driver support.

Pay attention to where you are going.

Do not wander around on the Internet looking for help –

When looking for help, start only at legitimate web sites for your product

• HP Support  HP World-Wide Support
•  Store/HP.com USA HP Sales and Customer Service

Not your HP store? 

Scroll to the bottom of the store website and click the Flag to change regions.

• HP products, start here in the HP Community or at the HP Website
• Microsoft / Windows - start at Microsoft Web Site 
• Printer Software - 123.hp.com - Printer setup from the HP® Official site
• Combined Printer, Support, and Ink Subscription Service -  HP All-In Plan - Printer / Ink / Support
• Help with Instant Ink - HP Instant Ink Support - Website 
• Out-of-Warranty > Paid Subscription or One Time Help: -  HP SmartFriend Services | HP® Official Site
  • Open the SmartFriend Data Sheet - Contact Information 
  • Scroll down to section “Service by Region” and check the contact options in your region / location.

Do not be a victim.

Stay vigilant.

Thank you for participating in the HP Community --

Real people who own, use, and support HP devices.

Click Yes to say Thank You for the help !

Question / Concern Answered, Click my Post "Accept as Solution"

[VikramTheGreat]

Hi @123TXDaisy,

Welcome to the HP support community.

We’re sorry to hear about your recent experience with HP Instant Ink and understand how frustrating this has been. We appreciate you taking the time to explain the situation in detail.
 

Please know:

• Page counts for Instant Ink are recorded directly by the printer and reported securely to HP. If the printer is reporting unexpected usage, this could be due to a connectivity or firmware issue, and it should be investigated.
• Suspending or cancelling your Instant Ink subscription does not prevent you from purchasing regular HP cartridges in the future; however, Instant Ink cartridges will only work while the subscription is active.
• HP Support does not charge for diagnosing printer issues related to HP Instant Ink or driver installation. If you were offered unrelated paid services, these may have come from a third-party support provider, not HP. HP does not install any software that would alter or inflate your page counts.
   

We’d like to:

1. Review your Instant Ink account records to confirm page counts and correct any errors.
2. Update your printer firmware and check its network connection to ensure accurate page reporting.
3. Stop any further unwanted cartridge shipments if you have an excess supply.
    

If you can share your Instant Ink account email (privately, via the secure channel our support team will provide) and your printer model and serial number, we can investigate the page count discrepancy and work toward a resolution.

We value your trust and will do our best to restore your confidence in our service.
 

Please help us with your HP unit serial number or the product number in a private message for further assistance.
 

Here is the link to find the product Serial number: - Click here

To access your private messages, simply click the private message icon on the upper right corner of your HP Support Community profile, next to your profile and send a private message to me with the serial number because we value your privacy.

VikramTheGreat

HP Support

[123TXDaisy]

Hello Vikram, I assume this is the place you referenced to send you the serial number, when I clicked the link you sent about where to find the private message button, I was told that my access was denied.  Serial number is Edited.  In reference to the scammers, let me be clear:  I logged INTO HP Support and followed the prompts to chat virtually - somehow that turned into a phone call with the offer of extra paid services.  I didn't go to a non-legitimate website.  I went through your own channels.  I remember thinking at the time that this was highly unusual.

I just received another email telling me that more ink is on the way.  I am drowning in ink.  I currently have 2 black cartridges, 2 pink, 2 yellow, and one blue.  I assume more blue is on the way.  If I cancel this contract, I am stuck out with worthless cartridges and it's a waste for everyone.  If you look at my printing history starting in April or so, you'll see that there are specific days that I apparently printed hundreds of pages.  I work a client facing job, and perhaps print at most 100 pages if I see several clients that day.  But not 600+ on one day.  I doubt I would even have enough ink in that month to print that many pages!  And those months I wasn't sent anywhere near as much ink as i get now!  Yes, please review my software that reports printed pages to you.  It's really ridiculous.

[VikramTheGreat]

Hi @123TXDaisy,

Thank you for sharing the details with us.
 

We’ve checked your Instant Ink usage, and I want to reassure you that the system is not showing 600+ pages in a single day. What we see under your current plan is typically around 160 to 190 pages per day, depending on the days you print, and to date, about 926 pages in total. Based on that usage, the system has been automatically triggering shipments of ink to ensure you don’t run out.
 

That said, I completely understand your concern about receiving more cartridges than you currently need. I’ll check with our Instant Ink team to put a hold on further shipments, so you will not receive additional ink unless it’s specifically requested.

We’ll update you once that adjustment has been made. In the meantime, please continue using the cartridges you already have; they’ll remain valid until empty.
 

Thank you for your patience while we work on resolving this.

Take care and have an amazing day!
 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

VikramTheGreat