Billing Issues during Two Month Trial of Instant Ink Subscription

[Teeare1]

After reviewing my billing/usage history today, I learned that my two months free trial had not been applied to my account.  I attempted to resolve this issue by chatting with "Martha" via HP Support, but "Martha" responded with additional guidelines that were not indicated during the setup of my Instant Print Account and payment method.   Furthermore, since my purchase of this printer in April, I have had two disappointing chat experiences due to "inactivity", disconnections, and the agent ending sessions within less than 3 minutes during typing of my response.  I have been a faithful HP user for over a decade...Although it is no longer our primary computer, I have a working HP Laptop running Vista, and after many years of successful performance from my previous HP printer,  an upgrade was necessary in April.  Unfortunately, I am not satisfied with HP's  current support or billing practices.  

I am attaching the chat transcript, and I am hopeful that a competent HP Employee can correct this mistake being that I met all criteria provided on Instant Ink enrollment insert inside printer box. 

9:04 AM  Connecting...

9:04 AM  Connected. A support representative will be with you shortly.

9:04 AM  Support session established with Martha.

9:04 AM  Martha: Thank you for contacting HP Instant Ink Live Chat Support, My name is Martha, I will be your live chat Hp representative, let me take care of your concern and provide you the best resolution to it, how can I assist you today?

9:04 AM  Tonya Rawson: I need billing, not a technician. 

9:05 AM  Martha: Let me provide first your new case number, it is 5067250372 you may refer to it in the future should you need to contact us again regarding this concern

9:05 AM  Martha: Allow me a moment to gather all the account information for you right now, In the meantime, please, kindly review these disclaimers for your convenience and security:• DO NOT SEND YOUR CREDIT CARD INFORMATION VIA CHAT OR EMAIL (for security purposes).• If our chat session disconnects, kindly go to this address to start a new chat session: htt ps://instantink.hpconnected.com/chat

9:05 AM  Tonya Rawson: Yes, I understand 

9:08 AM  Connection lost. Attempting reconnection...

9:09 AM  Connecting...

9:09 AM  Connected. A support representative will be with you shortly.

9:09 AM  Support session established with Martha.

9:10 AM  Martha: Just checking if we are still connected to continue

9:11 AM  Tonya Rawson: What is the reason for the delay? 

9:11 AM  Martha: Did you see my previous message?

9:11 AM  Martha: After checking your account I see you were billed $12.83 for billing cycle 04/29/2021 to 05/28/2021 since you were on the $2.99 plan for 50 pages and printed additional 84 pages. Each additional set of 10 pages cost $1.00 so there are charges of $9.00  for the additional pages printed plus the $2.99 for your monthly plan and there are no Free Months on your account to cover these charges8:09 AM Disconnected (Chat)

9:12 AM  Martha: Please let me know if We are still connected or the system will end our session due to inactivity

9:13 AM  Tonya Rawson: 84 (pages) does not round up to 90 ($9.00), and i am with8n my trial period, therefore I need the charges reversed. 

9:14 AM  Martha: Unfortunately we are unable to reverse the charges on your account since all charges are valid. If you print an additional set of 10 pages each set will cost $1.00 extra. You printed 84 pages this means you printed 9 sets of additional pages

9:15 AM  Martha: the remaining 6 pages of the additional sets rollover for the current billing cycle

9:15 AM  Martha: And as I mentioned before there are no Free Months on your account. You are under a Free Trial when there is any Free Month or Prepaid balance added during the printer enrollment which is not the case for your account

9:15 AM  Tonya Rawson: The "system" notifies you when the customer is typing and it should not end due to inactivity until 5 minutes.   How are charges valid, if I'm in my trial phase?  When am I getting my 2 months free? 

9:16 AM  Martha: And as I mentioned before there are no Free Months on your account. You are under a Free Trial when there is any Free Month or Prepaid balance added during the printer enrollment which is not the case for your account

9:16 AM  Martha: You can login your online account at www.instantink.com/signin and confirm there are no Free Months on your account

9:17 AM  Tonya Rawson: Those are not the same guidelines given when I set up my Instant Ink account via the app. I am aware there are "no Free Months" on my account.... That is why I'm contacting HP. 

9:18 AM  Martha: Just checking if we are still connected to continue

9:18 AM  Martha: Ok. As a friendly reminder you can redeem any free months or promotion on your account by using the promotional code included During the Enrollment and up to 7 days after the printer purchase not after the account activation is completed

9:21 AM  Martha: Please let me know if We are still connected or the system will end our session due to inactivity

9:21 AM  Tonya Rawson: These instructions were not given prior to me setting up my payment method.  I followed the instructions provided... If a promotional code was generated for my use, then where is it? 

9:22 AM  Martha: Ok. You can find the promotional code on the printer box and as I mentioned before you can redeem this promotion up to 7 days after the printer purchase which period is over now

9:22 AM  Martha: If the Free Months were not added once the account activation was completed you should contact us immediately once the account is created

9:23 AM  Tonya Rawson: I signed up for Instant Ink on the same day I bought the printer... within 7 days.   If I was not given a notification that an activation code was needed, then how would I know that it was necessary? 

9:24 AM  Martha: The information about the Free months or any promotion can be located on the printer box if there is any promotion included

9:25 AM  Tonya Rawson: I'm looking at the HP Community Forum, and this is a common problem for customers not receiving their free trials. 

9:26 AM  Tonya Rawson: All instructions to enroll for Instant Ink were on pamphlet inside the printer's box.  I followed the instructions provided. 

9:26 AM  Martha: customers who does not receive the Free months once the account is created contact us immediately after the account creation is completed so we can definitely assist with the Free months on their accounts and by using the promotional code included

9:26 AM  Martha: customers who does not receive the Free months once the account is created contact us immediately after the account creation is completed so we can definitely assist with the Free months on their accounts and by using the promotional code included

9:28 AM  Connection lost. Attempting reconnection...

9:28 AM  Support session established with Martha.

9:29 AM  Martha has ended the session.

9:29 AM  Saving chat transcript

[Kumar0307]

@Teeare1, Welcome to the HP Support Community!

I understand your concern. To assist you better, we would need some information related to your Instant Ink Subscription. This information cannot be shared on a public post.

I have sent you a private message, reply to the message with your details.

In order to access your private messages, click the private message icon on the upper right corner of your HP Community profile, next to your profile Name or simply click on this link.

Hope this helps! Keep me posted. 

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