Absolutely abismal Service

[Bethan36]

IF HP BOTHER TO REPLY TO THIS WITH YET ANOTHER DISINGENUOUS RESPONSE, PLEASE DO NOT ASK ME TO DM YOU AD IT JUST GOES TO ANOTHER AUTOMATED ROBOT AND I GET SENT IN ANOTHER CIRCLE TO LEADS TO NOWHERE.

I am posting here as I’ve tried everywhere else, and I still have not had any contact, and I really don’t know how else to get any kind of solution or response. I would strongly NOT recommend anyone purchase anything from HP given my experience.

The only response I am getting is to ‘DM’ HP, but that just generated yet another automated response and then I just get out back in the same cycle all over again!

My situation is that I purchased a HP Tango Printer whilst living in Australia. I moved back to the UK and contacted HP at the beginning of this year to be able to use UK Ink cartridges. Whilst in the call the ‘support officer’ had me change location settings in the HP app, and advised that I can now use UK ink, but for now I could discard the Black Australian Ink cartridge so I could continue to use the rest of the colour cartridge as this would also mix black.

When the colour was empty I tried to use the UK ink that I had purchased for the app to advise that the ink was ‘incompatible’. I then rang HP to ask what to do next which is where the fun begins.

After multiple calls (consisting of dropped calls, mishandled automated calls and support attempts that didn’t resolve the issue) and being forced to pay £20 for support, I was told that by throwing the black ink away it isn’t possible to change location. You can imagine my dismay as it was indeed a HP ‘support officer’ that advised this and I expect a solution to be sought, or else I have an expensive and useless paper weight through no fault of my own.

I was promised two calls from a manager over the last three weeks that have not transpired and I have tried to raise a complaint to which I was promised a response within days, another week later nothing.

I cannot go to the corner shop and purchase an Australian ink cartridge and cannot even get online as HP Aus don’t ship internationally, so at the least I would expect is HP to even sell me and arrange delivery of an Aus ink to enable the (proper) relocation to take place, even though I find it hard to believe that there is no back end work around to avoid me actually needing to physically have the ink under the circumstances.

Either way, I cannot fathom the level of service that I have now paid for to not only be ignored to the point of tears, or have a solution in place to what seems like a simple issue to me.

I have no energy left for this fight but would strongly advise others to consider going elsewhere incase they experience technical problems in the future with any HP purchase.

Please note, this is the first time in my life that I have done anything like written a review like this but I have never experienced anything like it.

[Kumar0307]

@Bethan36, Welcome to the HP Support Community! I’m here to help.

Apologies for the inconvenience caused. A region reset has to be performed to resolve this issue.

To assist you better, do you have the black and color ink cartridges bought in the UK?

Are you using a Mac or a Win PC?

If yes, we can try to perform the reset.

Keep me posted for further assistance.

[Bethan36]

Thanks Kumar for actually getting back to me with a useful response. 

However since raising the complaints I have now received a more satisfactory level of support, and whilst it’s ongoing hope that we are near to a solution. 

[Kumar0307]

@Bethan36

Glad to know that. Keep me posted for any other assistance.