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

[exasperatedme]

This printer model is advertised as instant ink compatible on HP website

[VikramTheGreat]

Hi @exasperatedme,

Welcome to the HP Support Community.
 

Thank you for posting your query. I will be glad to help you.

Thank you for taking the time to share such a detailed explanation of your experience. I can certainly understand why this has been frustrating, especially after the amount of time you've already invested trying to resolve it.
 

From what you've described, the main concern doesn't appear to be with the printer itself, but rather with Instant Ink eligibility for the specific product number of your HP OfficeJet Pro 9730. I can appreciate how confusing this is when the printer is marketed under the same model name, yet eligibility can vary depending on the regional product configuration.
 

To better understand your situation and make sure we're looking in the right direction, could you please confirm a couple of details?

• Was this printer purchased in Singapore, or was it purchased in another country/region and then brought into Singapore?
• Could you also share your HP support case number or complaint/reference number from your previous interactions? That will help us review the history of the case and understand what has already been advised.

The reason I ask about the purchase region is that HP printers can have different product numbers under the same model name, and features such as HP Instant Ink are determined by the product's regional configuration. If a printer is intended for a different market, it may not be eligible for Instant Ink in another country, even if another regional variant of the same model is.
 

Regarding your question about transferring the case to HP Singapore Customer Support, once we have your existing case number and confirm the country where the printer was purchased, we can advise on the most appropriate path forward. If the printer was purchased in Singapore, we'll help point you to the correct HP Singapore support team. If it was purchased in another region, support and any goodwill options, including an exchange request, are generally handled by the HP organization for the country where the printer was originally sold.
 

We understand why you're asking about a goodwill exchange, particularly since you made your purchase expecting to continue using Instant Ink as you had with your previous HP printer. While we can't promise the outcome of such a request, we'd like to review the details first to ensure you've been provided with the correct guidance and that all available options have been considered.
 

Once you share:

• the country where the printer was purchased,
• the support or complaint case number,
• and, if available, the serial number or full product number shown on the printer label,

We'll be happy to take a closer look and help guide you toward the most appropriate next steps.

I hope this helps.

Take care and have an amazing day!

[exasperatedme]

Hi Vikram,
Thank you so much for reaching out.
Here are the numbers I have:
Case: [Personal information removed] || Complaint: [Personal information removed]
I bought the printer from Singapore Shopee and the seller mentioned that they are an authorised dealer.

Here's the serial number: [Personal information removed]

[Personal information removed from image]

Thank you!

[exasperatedme]

Hi BeemerBiker,

Thank you!

[VikramTheGreat]

Hi @exasperatedme,

Thank you for sharing your case and complaint numbers.
 

We have verified that your case has already been assigned to an Escalation Manager, who is actively working on it. The team will keep you updated on the progress via the email address or phone number associated with your case.
 

They will work with you to review the details and do their best to get this resolved as quickly as possible.
 

We appreciate your patience and understanding throughout the process.

[exasperatedme]

Unfortunately, the case was closed with no resolution. I am extremely disappointed. My issues were not properly addressed.

[VikramTheGreat]

Hi @exasperatedme,

Thank you for getting back to us. I completely understand your disappointment, especially after spending time trying to get the issue resolved and then finding that the case was closed. I’m sorry for the frustration this situation has caused.
 

I reviewed the update from our Escalation Team, and I would like to clarify what was communicated to you regarding this case.
 

The Escalation Team contacted you on 4 August and reviewed the situation with you. They confirmed that your supplier had provided you with a new unit along with the invoice, and the supplier also confirmed this information with HP Support.
 

They also confirmed that the printer you received is not a product sold for the Singapore region. In addition, the supplier confirmed that this particular printer does not support HP Instant Ink, and the supplier does not support Instant Ink for this product either. The supplier has also confirmed its applicable return policy.
 

I understand that this may not be the outcome you were expecting. Since the printer is not a regional product for Singapore, any further assistance regarding the return, replacement, or purchase would need to be handled directly with the supplier/point of purchase.
 

I sincerely apologize for the inconvenience and disappointment this has caused. We appreciate your patience and understand your concerns.