poor customer support 25

[FrederickBKing]

I am filing a formal complaint regarding both a chat agent and supervisor interaction with HP Instant Ink support.

During my initial chat, agent Edited repeatedly ignored my request to speak with a supervisor. Despite asking multiple times over approximately 30–45 minutes, the agent continued to provide scripted responses and refused to escalate the issue in a timely manner.

When I was eventually transferred to a supervisor, Edited the situation was not handled appropriately. Instead of addressing my complaint about the agent’s behavior, the supervisor redirected the conversation back to a technical issue that I had already resolved on my own. I clearly stated multiple times that my purpose was to report poor customer service, yet the supervisor continued to misunderstand or ignore this.

This experience reflects a breakdown in HP’s escalation procedures, lack of accountability, and poor customer service at both the agent and supervisory level.

I am requesting:

1. A formal review of both interactions
2. Confirmation that this complaint is documented
3. Assurance that agents are required to escalate when a supervisor is requested
4. Follow-up from management regarding this issue

I have full transcripts documenting this interaction and am prepared to escalate this complaint externally if necessary.

[Pallipurath]

Hi @FrederickBKing 

Welcome to the HP Support Community.

Thank you for posting your query.

Thank you for bringing this matter to our attention. I want to sincerely acknowledge the frustration you experienced during both the agent and supervisor interactions. It is unacceptable that your repeated requests for escalation were not honored promptly, and that your concerns about customer service were not properly addressed when you finally reached a supervisor.

Please be assured that your complaint will be formally documented to management for review. We take accountability seriously, and I will ensure that both the agent and supervisor interactions are examined carefully.

To help track and document your case, could you please provide or request a case ID/reference number from HP Instant Ink support? This will ensure your complaint is logged officially and can be followed up by management.

Please revert.

Take care and have an amazing day!