Instant Ink Service

[HMoreton]

Generally upset by the customer service you provide now that my 5 month free trial is up. I'm now PAYING for ink to arrive late or not at all (unless I contact yourselves). Last time I contacted you I wanted to speak to management to inform you of this issue, but was told I would get a feedback form via email. I'm still waiting for this. Is this how you treat your customers after the free trial is over?

[Donal_M]

Hi,

Have you cancelled your instant ink account now that your free trial is over or are you still an instant ink customer?

Have you run out of ink? With instant ink you pay for a page plan as opposed to a cartridge plan. The service monitors your ink usage and only send additional cartridges if and when it predicts that you may soon run out.

[HMoreton]

I understand how the instant ink works. I'm happy to pay any extra paper charges as well.

What I'm not happy about is that my printer was running out of ink ordered an new one through instant ink "supposedly". After three weeks of waiting for my cartridge to arrive the printer ran out of ink completely. I had had cartridges in the past arrive later than expected but three weeks was a bit ridiculous, so I went to check on the online statement. It only had a record of my last ordered cartridges, not the recent one.

I contacted customer support to ask what was going on (didn't even get any form of apology or explanation as to what could have happened), however they did order me an 'emergency' cartridge. I asked to speak to a member of management to let them know what had happened and even tell them I was happy with the helpdesk's solution. I was told I would get a feedback email (this was several weeks ago) sent to me asking for my feedback, I have yet to receive such an email.

I'm still not sure why my cartridge ended up so late, and I'm worried it might happen again.

[Drakster · Accepted solution]

Hello @HMoreton,

Thanks for reaching out to the HP Support Forums!

I understand that you're concerned why you have not received ink automatically or in a timely fashion. I would be happy to look into this with you and please remember to return to this thread and mark 'Accept as Solution', if I have successfully helped you resolve the issue. If you wish to say 'thanks' for my effort to help, click the 'thumbs up' to give me a Kudos.

I would like to take a look at your account for you to see what is going on, please send me a private message with your account number or email address. 

Your Trusted HP Instant Ink Services Specialist