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An agent agreed to replace defective cartridges, but I never received the confirmation email

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Deskjet 3755
iOS

I have spent DAYS AND HOURS trying to correct a printing problem. Never was able to find out how to get a case number and without it, I kept being disconnected. Finally,I speak to Edward yesterday who troubleshoots and decides that my two brand new cartridges and my tricolor cartridges should be replaced. He takes my address and assures me he is sending me a confirmation email. I have been spending an hour trying to call back and get a living person, and they keep sending me to virtual agent. I stumbled on this page and am praying I can get some help finding a link to be able to get a case number. Thanks so much. 

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HP Support Agent
HP Support Agent
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@Tlcmann

 

Welcome to the HP Support Community.

 

This situation will need some additional support from our internal teams in HP. For that to happen, we will give you additional instructions/information via Private Message.

 

Please do check your inbox on the forums page for the private message.

 

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

 

Thanks!

Have a great day!


I am an HP Employee

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Also, I thought I had to buy a care package to get support, which appears to be incorrect. Is there a way to cancel and get a refund?  The purchased care package is still “processing” and has not been able to be used. This has been an extremely frustrating experience. 

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