Poor Customer Service

[SG37]

Has anyone else experienced the most horrendous customer service ever? 

I am enrolled in the HP instant ink and was sent a faulty black ink cartridge that my printer will not recognise.  I followed the online instructions but no luck, I was finally directed to the community forum.  I found the solution to my problem on the forum, which was to contact a HP representative.  Upon contacting the HP agent, I was informed that I instead had to post my query on the community forum to 'help' other users.  Having posted my issue on the community forum 2 weeks ago, I have received no assistance or comments and despite a further message to the (not very helpful) HP representative,  I have been ignored and still have not had this issue resolved.  I am now being sent round in circles by a 'virtual agent' who can't give me a phone number because my 'warranty' can't be recognised.  

My query is simply - I would like a replacement black ink cartridge because the one I have been sent is faulty.  If someone could please acknowledge and organise this, it would be much appreciated.

[Dragon-Fur]

@SG37 

Anything that has  happened - good or bad - is likely to have happened to someone else.

Very few experiences are completely unique.

Vilifying Support rarely helps - I do understand the frustration that leads to such behavior.

What Happened?

I cannot speak for HP Support or whomever you have had a conversation.

We (the Community) do have a small number of volunteer agents that might have answered the request - these are few and very over extended - not every request of every kind can be answered.

Why the disparity?

We are not a actual HP Support conduit.

Our Community is comprised of volunteers - people who own and use HP devices.

What to do?

The only other solution I can offer is that you contact Instant Ink Support in your region.

Things that are Instant Ink 

HP Instant Ink - Main Website - Information, Enroll, FAQ, Terms of Service / Contract

Not your home site?  Click the Flag to change to your region.

Need Help?

Phone contact, where available, will be posted on the main website (front page).  For example, look for the contact number in the blue ribbon just beneath the introduction section / image.

Of Interest…

• Section Check to see if your HP printer works with Instant Ink
• FAQ section > READ How does HP Instant Ink work? – Be sure to read all the FAQ sections.
• The all-important Contract > Link is located below the FAQ section > Terms of Service Contract

NOTES: 

• It is NOT necessary that you be enrolled to read the contract
• Contract:  Open the main website > Change region / flag > scroll down just past the FAQ

• The Terms of Service contract also provides contact information, usually in the very first section.

Examples

 Instant Ink - Terms of Service - USA

 Instant Ink – Terms of Service - UK

 TERMINI DI SERVIZIO DI HP INSTANT INK - Italy 

Instant Ink - Terms of Service - Ireland

CONDITIONS GENERALES D’UTILISATION DU SERVICE HP INSTANT INK - France

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