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07-06-2022 01:39 PM - last edited on 07-06-2022 01:57 PM by MayS
I bought a HP LaserJet printer, M234dwe, and signed up for the ink program. I received one cartridge which I did not open 'cause I didn't need ink. Because I was using so little ink, I cancelled the program. Last week, I ran out of ink and opened the cartridge mailed to me. The cartridge was not the correct one. It would not work. I went to Staples and purchased the correct ink cartridge. I called HP to tell them they had sent the wrong cartridge, but I was told I no longer had an account (yes, I cancelled it months ago) and they could not help me. THEY SENT ME THE WRONG CARTRIDGE, but now because I'm no longer an ink customer, they won't replace, won't correct their mistake!!!??? How is this GOOD customer service?
07-06-2022 09:42 PM
The Instant Ink cartridges will only work in printers with an active Instant Ink account. When the account was canceled you need to return the Instant Ink cartridge to HP and replace the cartridge with a retail cartridge.
When you sign up for the Instant Ink program you are NOT purchasing ink or toner, you are purchasing a subscription to a set number of pages per month. The ink or toner is supplied, but remains the property of HP and must be returned if you cancel the program in accordance with the terms of service. See sections 5.d and 9.c of the terms of service here.
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