Instant Ink

[exasperatedme]

I am writing to lodge a formal complaint regarding my recently purchased HP OfficeJet Pro 9730 printer,

which I purchased based on HP's representation that it is compatible with HP Instant Ink.

As a long-standing HP customer, I have been subscribing to HP Instant Ink for several years with my HP Envy Pro 6400 printer and have always been satisfied with the service.

When it came time to replace my previous A3 HP 7720 printer, which had developed persistent errors detecting the ink cartridges, I deliberately chose the HP OfficeJet Pro 9730 because it was represented as being compatible with HP Instant Ink.

The availability of Instant Ink was a key factor in my purchasing decision.

Unfortunately, despite numerous attempts to subscribe to HP Instant Ink, the printer is not recognised as eligible for the service.

This is contrary to HP's advertising and product information, which state that the HP OfficeJet Pro 9730 supports HP Instant Ink.

Since 26 June 2026, I have spent considerable time communicating with HP Customer Support via WhatsApp and email in an effort to resolve this issue.

The matter remains unresolved despite repeated troubleshooting and requests for assistance.

Throughout this process, my case has repeatedly been left without meaningful follow-up, and I have been the one having to continually check back for updates.

Rather than receiving proactive communication on the progress of my case, I have been left waiting for extended periods and repeatedly chasing for responses.

I have been asked to provide the same information multiple times, yet no permanent solution has been provided.

As a consumer, this experience has been both frustrating and disappointing.

I specifically chose this printer because of the HP Instant Ink feature, which was a significant factor in my purchasing decision.

Had I known that the printer would not be able to enrol in the programme, I would have considered a different model or brand. This situation amounts to a product not delivering an advertised feature despite being marketed as compatible.

HP finally replied that the Product number of this customer’s printer is 537P5C  is not eligible for Instant Ink subscription in Singapore. However, similar printer model HP Officejet Pro 9730 with Product number C2WH0B is available in Singapore and is eligible for instant ink subscription. This printer will not be supported for Instant ink in SG.

I am struggling to understand HP's position on this.

How is a customer supposed to know the printer product number? When purchasing a printer, we rely on the advertised model name and specifications on HP's website. The printer I purchased is clearly marketed as the HP OfficeJet Pro 9730, and HP's own materials indicate that this model is compatible with HP Instant Ink.

It is unreasonable to expect customers to verify an internal product number that is neither prominently displayed nor used in the marketing or purchasing process. We purchased the printer based on the model name that HP advertises.

Given that I have been a loyal HP customer for many years and have subscribed to HP Instant Ink for several years with my previous HP Envy 6400 printer, I am disappointed that this issue has still not been resolved.

At this stage, is HP really unable to offer an exchange or replacement on a goodwill basis for a compatible unit? I believe this would be a fair and reasonable resolution, considering the circumstances and the misleading experience from a customer's perspective.

And how do I transfer this case to Singapore customer service instead?

[BeemerBiker]

This is basically a Peer to Peer forum. 

I looked at this List of printers capable of instant ink and noticed that many the printers had "e" after their name.  The 9730 is is not the same as the 9730e

That being said, I did lookup the two printers that had those product IDs you listed.

537P5C

-and-

C2WH0B

Neither of those had the "e" but possibly that was left off the printers name for that second one.

The only thing I can be sure of is that list of Instant Ink printers does not show the 9730 as blessed for instant ink.

I notified a moderator to help you but I suspect the 9730 is different from the 9730e

[SteffenBaierUK]

Hello @exasperatedme ,

Welcome to the HP community.

This is just a Peer-to-peer community forum and not HP Support. We are all just Volunteers.

If no other volunteers reply, I suggest you contact the HP Support organization in your region. Details are in my Signature.

Best Regards

Steffen Baier