How do I make a complaint about the Instant Ink service?

[stu_jdr]

I was not sent ink prior to my printer running out and would like to know how to complain to HP.  The website seems to deliberately make complaining very hard to do.

[Bob_Headrick]

The document here has information on contacting HP to get replacement Instant Ink cartridges.  Log into the HP Instant Ink site, the phone number (or chat option for some countries) will be listed in the lower right of the opening screen. 

[stu_jdr]

Thanks but I already know about the phone number and chat options.  I spent quite some time on chat trying to get a sensible explanation of why my printer had run out of ink and why I had not received any replacement ink in time.

As per my original post, please can you advise me of your complaints procedure.  You advertise that the whole purpose of the Instant Ink service is to avoid the situation I am currently in.  My complaint is that you have failed to deliver the service that I am paying for and therefore I want to complain.

[Bob_Headrick]

[I do not work for HP, I do not advertise anything and I do not have anything to do with Instant Ink delivery.]  

If the Instant Ink Chat did not resolve your issue I would suggest you call them, they should be able to get you replacement cartridges and expedite them.

If this does not resolve your issue I can ask to have your case escalated, but that is typically a longer process and may take four days to work its way through the system.

[stu_jdr]

Thanks Bob, I appreciate you are trying to help me.  They have already advised me via chat that they are sending out ink cartridges, but that doesn't excuse them from failing to deliver the service I am paying for.

If you could escalate this for me that would be appreciated.  It just seems bizarre that there doesn't seem to be any form of published complaints procedure.

[Bob_Headrick]

The purpose of the forum is to get issues resolved, not to be a place for lodging complaints.  It seems that your issue has been resolved, in the sense that replacement cartridges are being sent.  

I did ask to have your issue escalated.

[stu_jdr]

Hi Bob,

Thanks for escalating my issue.  My use of the forum was not to lodge a complaint, but to ask how to contact HP if I am not satisfied with their service.  It seems that there is no way to formally complain to them about their failure to deliver the service that I am paying for.  You seem to have a way of escalating issues to them, but surely this is not an acceptable way to resolve issues.  My original question was how do I contact HP to make a complaint about their Instant Ink service.  I still have no idea how I am meant to do this, other than asking in this forum.

If you have some form of contact in HP where you escalate issues to, please can you let me know what this is and why this is not available to ordinary customers.

The fact that they are now sending replacement cartridges is really not a resolution of the issue.  The issue is that the whole purpose of the service is that you are meant to receive them before you run out of ink.  I am still no wiser as to why this has happened.

Regards,

Stuart

[The_Fossette]

@stu_jdr,

I recommend you contact HP Instant Ink phone support and they will be able to escalate your issue.

Hope that answers your question.

[stu_jdr · Accepted solution]

Thanks for your help and to Bob too.  I phoned the support number and got a far better explanation of what caused the problem than I had received via chat.

It was my fault!  Yes, I have to put my hand up and say that I did not realise you had to leave the printer constantly on standby.  I thought simply connecting it one a week or so would be fine as I don't print very much.  So I'll try not to leave it off in future.  Maybe I should have properly read the Instant Ink advice when I signed up to it.  Doh!

[BrendaGARV20]

Thank you so much!