Runaround by 2 different HP Instant Ink departments / One hour + of my time wasted

[Forthrightly]

This should have been a simple matter.

Thus far, I have never had a problem with my Instant Ink account service. Today was very different. And I don't know how to get through to someone who can help me.

It's a simple issue.

My HP printer went kind of crazy on July 19.  It must kept printing the same page over and over and over with no way to stop it. Turned the printer off. Restarted, and it resumed printing the same page again over and over.

I called HP for assistance. After an hour +, the HP tech was able to resolve the problem (had to access my printer).

I told him that I had an Instant Ink Account and didn't want to be charged for what was at least a half-ream of paper.  The tech told  me, no problem. He'd take care of it with the Instant Ink people and I wouldn't be charged for the overage.  My case number:  508-879-2362.

 Cut to today.  As it turned out, I was charge for the overage - $19.  I wasn't really surprised. A simple matter, I thought. So I called the Ph number the tech had given me after finishing up.  

The person who answered my call seemed fairly new at the job, but was very personable.  I had kept my  notes from the incident with my printer, so I was able to give this new rep the case number and other details.  I had to repeat these several times.  He said he needed to speak with his supervisor.  So a 5 minute-or-so wait.  Back on the phone, he asked me the same questions he'd already asked. Then said he needed to talk to his supervisor.  When he finally came back on the phone he told me that they couldn't give me the refund but he was instructed to send me to a different department that would handle the matter.

A long wait for the new person to pick up.  She told me that she hadn't been briefed on anything. So I repeated the story in full to her.  She left the phone for a while, came back and said there was nothing she could do.  I protested.  She left the phone again, came back and said that her supervisor said they would not charge me my usual monthly fee upon the next billing cycle ($5.99).  But I am due at least $13, I said.  That's all we can do, she repeated.  Would you like to speak with a supervisor.  Yes, I said.  Meanwhile, lots of time has been going by. Ultimately, I was told no supervisor was available to speak with  me.  Would I like her to call me?  Yes, I said.

This entire long, dragged out waste of time, with no remedy offered -- felt like having a door rudely slammed into my face.

If anyone has an idea of a remedy, I would welcome it.

Santa Monica, CA

[Anand_Andy]

Hi @Forthrightly,

Welcome to the HP Support Community

I understand you are facing an issue with your Instant Ink refund process. Not to worry I will help you to get a resolution to resolve the issue.

To assist you better, We would need some information related to your Instant Ink Subscription. This information cannot be shared on a public post.

I have sent you a private message, reply to the message with your details.

In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link.

Hope this helps! Keep me posted. 

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