URGENT: Case Edited Closed Without Resolution After Appalling Support Experience

[Nick__D]

I am posting here in the hopes that a forum moderator or Case Manager can escalate this, as standard phone support completely failed me. I just spent an hour and a half on the phone experiencing some of the worst customer service I have ever encountered.

The Technical Issue: I purchased a defective HP toner cartridge that is explicitly designed and labeled for a Samsung printer (a line HP acquired and supports). I already performed the troubleshooting and verified the HP cartridge was the problem by purchasing a second one, which works perfectly.

The Support Runaround: When I called support, the frontline agent rigidly read from a script and refused to help because "I don't have an HP printer." She completely ignored the fact that the defective product I was calling about was an HP-branded cartridge.

The Broken Promise: I was eventually escalated to a supervisor. I sent him photo proof of the defective cartridge, and he agreed that I was owed a replacement or a refund. He stated I needed to be transferred to the Shopping Team of Canada. Before the transfer, I explicitly asked him to promise that someone would call me back if the line dropped or the transfer failed. He guaranteed that they would.

The Botched Transfer & Closed Case: The original agent then took back over, promising a "warm transfer." Instead, I was left on hold for 10 minutes and cold-transferred to the completely wrong department. The agent there had no idea who I needed to speak to and simply gave me the main 1-800 number to start over.

I immediately replied to the supervisor's email to report the botched transfer and ask for the promised callback. Instead of receiving help, an hour later I received an automated email stating my case had been closed.

No callback. No refund. No accountability. Your phone team simply dumped my call and closed the ticket to get me off their screens.

Can an HP representative please look into Case Edited, reopen it, and have a competent member of management contact me to process my refund or replacement?

Nicholas

[Nal_NR]

Hi @Nick__D,

Thank you for reaching out to the HP Community Support. To help us better understand and address your concern, I would appreciate it if you could provide a few details.

Could you please confirm whether you are contacting us regarding a refund for the ink cartridges purchased from Staples?

If so, we kindly recommend contacting the reseller (Staples) directly, as refund requests are generally handled by the original point of purchase.

If you have already reached out to the reseller and were unable to obtain assistance, please let us know and share the details via private message. Will forward it to the concerned team for further review. Have a wonderful day