need a waybill in order to return two disabled printers

[DunnC]

On December 31, 2024, I purchased an HP Desk Jet 4100 from Amazon.  I called HP Tech Support for help setting it up.  They tried, but it appeared to be defective.  They said they would send me a replacement.

The replacement arrived the next day.  Wonderful!  Again, I called Tech Support for help and this time we

could not get the black ink cartridge to go in the slot.  Due to the snow storm, the 2nd delivery was delayed several days and did not arrive until January 22nd.  When it arrived I called tech support again and this time the unit was running fine.  Whoopee!  I asked the technician how to return the two printers.  She said that HP would email me the waybill and I should take them to Federal Express.

Time went by and I did not receive the email. Then on February 6 2025, I called to inquire when it would be sent.  The tech told me that it would be done within 48 hours.  They sent me confirming Case # 5138119096 with the details stating that I had called concerning product return.  On that same day. I received an email stating that the product had not yet been returned and requestion that I return it

or I would be billed for the units. 

Again I called explaining that I still had not received the waybill.  The tech said it would just take a couple more days.  On Feb 9th I received the same email stating that I would be billed if I didn’t return the units.

Again on Feb 10thI Called, this time I contacted tech support and customer service several times -case 5138289215.  I was given several answers: “All the information is on the email”, not sure what that means.  Got disconnected two times.  Finally, a tech told me that he had contacted the dept. that would send the waybill and it would be coming right away. 

This is the 14th and I still do not have a waybill.  I am sure they have my correct email- they checked it every time I called.  I am hoping you can help me resolve this problem.  I cannot afford to pay for

two disabled printers nor should I have to.  I have been with HP Instant Ink for many years and have

told friends and associates how much I like the program.  This situation is very disappointing.

[zoey7886]

@DunnC, Welcome to the HP Support Community!  

Thanks for reaching out about your query regarding a waybill requirement.

Thank you for reaching out and for your patience while we look into this matter. I truly understand how frustrating this situation has been for you, especially after all the follow-ups you’ve had to make.

I have thoroughly reviewed your case and created a new case to ensure it is addressed promptly. Additionally, I have escalated the issue to the appropriate team so that it receives the attention it deserves. Someone from the escalation team should be reaching out to you soon to assist you further.

I appreciate your long-standing support of HP Instant Ink and your loyalty as a customer. I assure you that we are working on resolving this for you as quickly as possible. I will be sending you the new case ID in a private message.

If you have any further concerns in the meantime, please don’t hesitate to reach out.

Best regards,