Instant ink free 5 month trial problems

[Rich2468]

I bought an Envy 6032 from Curry’s on 31st Dec 2020 and set up a few days later. I had trouble setting it up because of connection issues, but managed after an hour or so.

The printer came with 2 promotions - a 5 month free trial of instant ink and £15 cash back (after signing up for instant ink within 30 days). When I have gone back to my HP account to activate this, the free trial is nowhere to see. All it allows me to do is sign up to one of the standard packages.  I have tried getting in touch with HP many times since Wed 6th Jan but the virtual agent is not helpful, there are no email addresses to make contact with and the customer service phone number (0207 6606027)  has huge waiting times. I managed to get through today (16th Jan) and spoke with someone for about  minute before the line went mute and then I was hung up on.

I want to be able to sign up for the 5 month free trial and also get the cash back - I can’t get the cash back unless I’m signed up. I feel like I’m going round in circles and there is no help I can access. This is the HP website that quotes the trial and cash back details - https://promotions-hp.com/instantink2/en-GB and I’ve included a screenshot. I’ve also included a screenshot of the promotion from the lid of my printer which also quotes the promotion for the ink.

Can anyone help please?! This is getting really frustrating and not what I would expect from HP.

[Rich2468 · Accepted solution]

As I submitted this post, I managed to get through to someone on the helpline after a very long wait. She was really helpful and managed to resolve the problem while I was on the call. Thank you HP! Confidence restored.