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Common problems for INSTANT INK, HP+ PLANS: INK AND TONER
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Brian1817
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Does HP Customer Support Exist?

HP Recommended
OfficeJet Pro 8025
Microsoft Windows 10 (64-bit)

Does HP actually devote resources to customer support? I am having an *extremely* frustrating experience.

 

I have opened a case (Case # [Personal Information Removed]) with a product still under warranty and had to cut the chat with an agent short due to work obligations. She followed up via e-mail and tried calling me at the number provided.

 

I was unable to answer the call because of work, so I received an e-mail about the attempted contact and was given the option of scheduling a better time to call. I never received any acknowledgement of that e-mail and was not called at a time I could talk. After two more unsuccessful attempts to call me (having disregarded my e-mail), they notified me that my case was considered closed.

 

Although they gave me an e-mail to call to re-open, this number appears to not work. It rings once and then nothing... no agent, neither am I even on hold. Just dead air. Now I can't even get in to chat with a customer agent anymore.

 

I'm beginning to wonder why anybody would ever purchase an HP product and if the warranty is worth anything at all.

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Echo_Lake
HP Support Agent
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@Brian1817

Welcome to the HP Support Community!

 

I want to thank you for taking the time to speak to us today. Your business means a lot to us. As we have limited support boundaries in the support community as of now. I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number.

 

Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details). If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community.

ECHO_LAKE
I am an HP Employee

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Echo_Lake
HP Support Agent
HP Support Agent
24,988 24,942 1,163 1,196
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@Brian1817

Welcome to the HP Support Community!

 

I want to thank you for taking the time to speak to us today. Your business means a lot to us. As we have limited support boundaries in the support community as of now. I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number.

 

Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details). If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community.

ECHO_LAKE
I am an HP Employee

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Brian1817
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In fairness, I need to add that I tried calling the number provided to me again and was able to get through to a customer support agent this time who was very apologetic and accommodating. 

 

I am very satisfied with the service I got from this agent, but still wish it hadn't been so difficult to receive the high-quality support that I eventually did.

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