Executive level complaint

[SkipS1]

I have a complaint involving both Instant Ink and All-In. I have talked to both departments numerous times while escalating the problem (Edited). While all parties agree that I have paid for, and am owed, roll over pages from HP their response is (I am paraphrasing here) " By internal policy, there is no way these two departments can communicate. So, while we agree HP owes you roll over pages, there is nothing we can do about it." While I suspect no one is lying to me, I also believe there is someone in HP that can do the right and ethical thing. I just need the contact info for the level of the company that can get that done. Thank You 

[Garp_senchau]

@SkipS1, Welcome to HP Support Community,

Thank you for posting your query; I’m here to help by guiding you through steps to resolve this issue

I have reviewed the case ID you provided, and as noted in the records, the issue has already been escalated to a higher level within the team. Even if I were to escalate it again, the same team would handle the case, and it appears that higher management has already provided options.

It's also important to note that the All-In plan and Instant Ink are two separate services, and there is no direct way to coordinate between them. Given this, I kindly suggest that you continue to stay in contact with the team handling your case, as they have outlined the best possible solution at this point. They are in the best position to resolve the situation.

Thank you again for your understanding

Take care and have a good day. 

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Regards,

[SkipS1]

Garp, thank you for your reply. Your reply, like all of the HP employees I have communicated with so far, misses the point. I understand AIP and Instant Ink are two separate departments. And while both agree with me that I have paid for and am owed  the pages, neither can communicate with the other by policy. The escalation I am looking for is to move it to the level that oversees both departments and has the ability to communicate with and affect changes in both departments. If anyone had suggested I was wrong and HP does not owe me the pages I have paid for at any time since I started to pursue this, I would have dropped the issue long time ago. Thanks again. 

[Garp_senchau]

Hey @SkipS1,

Thank you for your response

Please share the following details via a private message. I will escalate the case to a higher level for further assistance. I hope we can find the best possible resolution for your issue.

First Name: 

Last Name: 

Serial Number: 

Product ID: 

Contact number: 

Full Address: 

Country: 

Pincode: 

Email: 

Best Time to reach:  

I hope this helps.

Please feel free to reply here if you have any questions or if you need further clarification on any of the steps. 

Take care and have a good day. 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,