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Common problems for INSTANT INK, HP+ PLANS: INK AND TONER
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Microsoft Windows 10 (64-bit)

When I quit the HP Instant Ink program upon the end of the free 6-month enrollment that came with my printer (which--long story--I used for 3 months but then put in storage until my old HP printer, currently in use, dies), HP said the cartridges installed in the printer (I still have 2 of the original cartridges in the machine, plus 2 that came with a replacement supply) won't work anymore (that this happens whenever anyone quits the program)--and I need to go to the store to buy all new ones.  1) Community, do you think when a person pays monthly for ink but then quits the monthly program, the ink in their possession should belong to them?  2)  Do you think the original cartridges, which came with the original printer, should be available for use by the purchaser until they run out, i.e., that this ink is unquestionably purchased by the consumer and should be there's to use (and not be shut off)? 

5 REPLIES 5
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What the community thinks is not particularly relevant, the HP Instant Ink Terms of Service are pretty clear on both your points. See sections 5.d and 5.e of the Terms of Service.

 

5.d. Subscription Cartridges provided to You.

  1. HP may communicate with You by e-mail, by text message, messages on Your printer and computer (“Service Account”). The status of the HP cartridges included as part of a printer purchase does not change unless and until You activate Your Service Account. When you have created Your Service Account, the Service will automatically recognize and activate your HP cartridge as a “Subscription Cartridge”. If the printer You purchased came with Subscription Cartridges, carefully review the included written materials. Activated Subscription Cartridges may only be used in conjunction with the Service. HP will thereafter send You additional Subscription Cartridges to allow for Your continued printing through the Service. If no regular HP cartridges or Subscription Cartridges were included with the Service-compatible printer that You purchased, then HP will send Subscription Cartridges to You after You have created Your Service Account.

  2. You must ensure that HP has Your most recent mailing address in order for HP to deliver Subscription Cartridges to You through the Service. You remain fully responsible for Subscription Cartridges sent to mailing addresses that appear in Your Service Account that You have failed to update, and You must reimburse HP for any costs associated with the failure. Please go to Your Dashboard to update as necessary Your current mailing address, or otherwise contact HP customer support at the HP Customer Support Telephone number noted at the beginning of this Agreement or www.hp.com/go/instantinksupport for assistance.

  3. As between You and HP, HP retains all ownership rights and interests in the Subscription Cartridges. HP provides the Subscription Cartridges available to You solely to enable Your use of the Service. The Subscription Cartridges will work only with the corresponding printer designated in Your Service Account; You are not allowed to (i) use the Subscription Cartridges with any other printer (including but not limited to other printers that You may have enrolled under the Service), (ii) use the Subscription Cartridges outside the scope of the Service (unless HP expressly permits otherwise), or (iii) sell the Subscription Cartridges or otherwise provide them to others.

  4. While using the Service, You agree not to remove a Subscription Cartridge from Your printer and replace it with another Subscription Cartridge until prompted to do so by messaging on Your printer to do so or in the event Your print quality degrades. Your printer will automatically report fill levels of Your Subscription Cartridges to HP so that HP knows when to deliver replacement Subscription Cartridges to You.

  5. When Your Service is cancelled for any reason, HP will remotely disable the Subscription Cartridges and You will no longer be able to print with the Subscription Cartridges. In such a case, you will need to purchase a regular HP cartridge compatible with your printer, in order to continue printing. 

e. Subscription Cartridges must be returned by You to HP. You must return to HP all used Subscription Cartridges by following instructions for return and using the materials provided to You by HP (if any). Without limiting the foregoing, You must return the Subscription Cartridges to HP when (i) the Subscription Cartridges have been removed from the printer or You otherwise cease using them, (ii) Your Service is cancelled for any reason, or (iii) HP otherwise directs You to return the Subscription Cartridges to HP. You agree to not include items other than the Subscription Cartridges in any HP-provided postage prepaid return envelopes that You send back to HP. You assume any and all responsibility for any cartridges You return to HP using a method of return that does not comply with HP’s instructions. You assume responsibility for ensuring that any cartridges not returned to HP are handled in accordance with applicable environmental law.


Bob Headrick,  HP Expert

I am not an employee of HP, I am a volunteer posting here on my own time.

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Thanks, Bob H, for sharing that.  I concede that HP has a contractual right to turn off the ink I bought with the printer (even though these these terms were not conspicuous at the time of purchase, and we all know that click-through agreements--which are prevalent in society--are essentially take-it-or-leave it adhesion contracts)--even though I've never purchased a printer ever before where the seller reserved the right to turn off the ink that came with the printer.  I respectfully disagree, however, that what the community thinks is irrelevant.  I believe the community can comment on what it thinks is fair about the contract terms HP sells with its products.  Do you think this arrangement is fair?  Is it a reason that my next printer should be an Epson or a Brother?  Again, thanks for commenting. 

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The inability to use Instant Ink cartridges after the subscription ends seems to be a source of frustration for customers, but I certainly understand why it is in place.  The Instant Ink cartridges are typically XL sized or larger.  For my Officejet Pro 8620 printer, a set of XL cartridges would cost over $150 and last me more than a year.

 

It would certainly be interesting if I could sign up for Instant Ink for a month or a few months at $0.99/month (or even the $24.99/month plan), then cancel the program and keep using the cartridges for a year or more.  That would be a terrible business model for HP.


Bob Headrick,  HP Expert

I am not an employee of HP, I am a volunteer posting here on my own time.

If your problem is solved please click the "Accept as Solution" button 

If my answer was helpful please click "Yes" to the "Was this post helpful" question.


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Bob H, excellent comments which make sense.  I approach this somewhat differently as a much heavier user.  On my prior  8620 and current 8610, I will go through 2-3 sets of XLs a year.  And my current situation is admittedly unique--I bought a new 8625e on a remote job site (3 months of use), and then came back home and put it in storage pending the death of my still-working and old 8610--so I didn't even use up the original cartridges, which now I can't use up simply because I signed up for HP+ and cancelled at the 6-month mark (because I don't see that the program makes sense for me).

In my view, HP unquestionably needs to make all of this clearer--both on the box and in what their reps tell customers (I discussed the program extensively with an agent on the phone before signing up for HP+ and this important detail was not raised or explained to me--and it never occurred to me, given prior experiences, to ask about it). 

To get more granular, the 8625e box does not explain that the ink enclosed works only if one signs up for HP+.  The box says "6 months of free ink" with HP+, but does not reference, let only explain, a cancellation policy.  That text is accompanied by a footnote "4"--but there is no "4" on the box with explanatory information.  Normally, cartridges come with a printer and can be used up by the purchasing consumer--if HP wants to change this reasonable consumer expectation, it should do so in conspicuous language on the box. 

Perhaps I have misunderstood the rule for cartridges that come with the printer--but if they do work and can be used up by a consumer who does NOT sign up for HP+, then HP should explain on the box that signing up for HP+ will prevent the consumer from using up the ink if they cancel HP+ before exhausting the enclosed cartridges. 

 

 

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I do not have a lot of experience with the HP+ printer models.  I did have a Laserjet M234dwe that I got as part of a test program before the HP+ stull was officially launched. I got the printer free but had to agree to sign up for HP+ and keep the account active for a year.  I signed up for the 100 page per month plan, which gave 500 (or was it 700?)  pages per month during the six-month trial period.  I did not use the printer a lot as I am a bit spoiled - it seems for me duplex printing and color are two "musts" for a printer and this Laserjet was B&W only.

 

I did notice when the HP+ printers came to market they would typically price the HP+ printers differently than the non-HP+ models, even when the underlying hardware was the same.  The HP+ printers were typically $50 less if I recall correctly, $199 for the HP+ and $249 for the non-HP+ version.  The HP+ versions also provided an extra year of warranty, two years vs. one year for the non-HP+ versions.  In exchange for the extra warranty and lower price the HP+ required as part of the agreement that *only* genuine HP cartridges would be used in the printer.  One thing I learned from the experience was to carefully read the terms of service agreements.  I suspect most folks do not... 

 

The Instant Ink (and later, the HP+) programs are different enough from what folks are used to with print programs that it can cause "surprises".  The programs are certainly not for everyone.  There are advantages and disadvantages.  In my case I eventually ended up cancelling both the HP+ and my Instant Ink program I had on a Deskjet printer.

 

I cannot disagree with your suggestion that HP should make the terms clearer, especially *before* folks sign up.  


Bob Headrick,  HP Expert

I am not an employee of HP, I am a volunteer posting here on my own time.

If your problem is solved please click the "Accept as Solution" button 

If my answer was helpful please click "Yes" to the "Was this post helpful" question.


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