Not receiving Ink because of Internet connection

[DJWinter18]

Hi, I ended my subscription because although paying  a monthly subscription I recevied no ink after the 29/1/2025 and it was only after I realised I was out that I noted this was because my printer was offline. I have had issues with the printer being offline before and it seems to have escalated when the Warranty ran out, whereas previously I was able to reconnect online. Even though I followed the suggested fixes nothing worked, partly because I connect to the internet via an Ethernet cable and to the printer via a printer lead so my IMAC does not connect to the wifi signal from the printer. I had not realised that because you could not remotely connect to my printer that you stopped sending out cartridges. I am somewhat unhappy therefore that I had paid out a considerable sum of money this year for very little ink and it is not therefore worth continuing. I connected to your WhatsApp Customer Service team and aksed them to consider sending me a replaceable cartidge for both the black and the colour as a way of compensatiing for this lack of service and value but they said they could not do this but would instead offer me "2 months for free of instant ink subscription, if you'd like to subscribe again"  but given my recent experience of not being able to connect up I was not confident that I would fair any better in future with my current hardware set up.  I then spent nearly 3 hours going round in circles asking for the email address of someone I could complain to, to be told that they did not have such information and "All the complaints pass through us sir."  This felt evasive and dismissive and is not credible as surely a big company which surely has a Complaints Procedure which includes the opportunity for a customer to escalate a complaint.  I then asked to escalate this to a Senior Supervisor in the team and again was told by your operative that, "Complaints of this nature are handled internally through HP’s support channels, and while I don’t have direct contact details for a Senior Supervisor, I can certainly escalate your case to the relevant team for review. They will be able to assess your situation and respond accordingly."  You will see that this contradicted the earlier suggestion that all complaints would be handled by them. So, the whole process felt evasive, I was apparently been sympathised with but been told nonetheless that there was nothing they could do which I interpet as "nothing we wil do!, so go away"   Hardly Customer service and definitely not customer care!  So my question is how do I ensure that you receive a considered complaint from me that is taken seriously and also send you a copy of the transcript of my 3 hours conversation with your Operative which was so frustrating and evasive?

[Hawks_Eye]

Hi @DJWinter18 

Welcome to the HP Support Community! 

My sincere apologies for the inconvenience caused to you. We'd hate for you to be stuck in a situation like this. Because you matter to us.

Not to worry I'll do everything I can to help get this sorted for you.

I need some information to assist you better, however these details cannot be shared in public due to privacy concern.

I'm sending you a private message to guide you on the next steps.

To access it, click the private message icon in the upper-right corner of your HP Support Community profile, next to your name.

If this resolves your issue, kindly mark this post as "Accepted Solution" and click "Yes" if it was helpful.

Take care and have a great day!

Regards,

Hawks_Eye