Terrible Customer Service/Support

[SJM46]

I am writing to formally escalate a support dispute that has been repeatedly mishandled by HP technical support, resulting in wasted hours, contradictory guidance, and direct disruption to my business operations.

Summary of the issue:

• My HP OfficeJet Pro printer, which is used as a business printer in our establishment, became disabled due to an expired credit card on file for Instant Ink.

• On one call, I was led to believe that canceling Instant Ink would allow me to continue using the cartridges already installed and then simply purchase new ones as needed. After I canceled, the representative clarified that this was not true.

• On a separate call, when I explored renewing Instant Ink, I was told I could not use the cartridges already in the printer because they had been disabled — and that I would need to wait 5–7 business days for replacements.

• Across these calls I spoke with multiple HP representatives — including Percy, Gilbert, a female representative whose name I did not catch, and later Supervisor Melvs. This issue has been tied to numerous [edited multiple case#s]

My attempts to resolve this issue:

• Out of necessity, I purchased new retail cartridges — yet still could not print.

• On Friday evening, August 8, 2025, during dinner service at my business, I spent over an hour on the phone with a representative who refused to disable the auto-update function (a solution HP’s own documentation recommends). Instead, I was asked to take a picture of the cartridges — something I could not do while managing a busy floor. That call ended unresolved.

• On another evening, I managed to print a test page after experimenting on my own, and I thought the problem had been resolved.

• However, on Friday, August 15, 2025, my business partner’s wife attempted to print menus and encountered the “Finish Printer Setup Not Completed” error. This led me to call again and escalate to Supervisor Melvs under Case #[edited].

• On at least two different calls, I explained that this is a business-critical printer and that I was calling on a busy night while trying to print menus. Despite this urgency, HP offered no practical solution.

• Supervisor Melvs not only refused to provide meaningful assistance but also spent more time arguing with me about policy than it would have taken to walk us through the fix.

Why this is unacceptable:

• HP remotely disabled my business printer due to an expired credit card and then gave me contradictory and misleading information about my ability to use existing cartridges.

• The printer issue originated before my Instant Ink cancellation, yet HP attempted to tie the two together.

• HP failed to disclose that canceling Instant Ink would eliminate access to support, leaving me blindsided by this policy change.

• HP’s refusal to provide reasonable support directly impacted my business operations, wasting valuable time and causing unnecessary stress.

Resolution requested:
I respectfully request that HP provide a goodwill concession — such as a credit toward ink/supplies, an HP e-gift card, or an extension of warranty coverage — to acknowledge the repeated inconvenience, wasted time, and direct business impact caused by HP’s actions and inadequate support.

This matter has consumed far more time and energy than should ever be required to address a basic support issue. A prompt and fair resolution would go a long way toward restoring my confidence in HP’s commitment to its customers.

I hope to avoid filing formal complaints with the Better Business Bureau and other consumer protection channels, but I am fully prepared to do so if HP is unwilling to resolve this matter fairly.

Thank you for your attention. I look forward to your timely response.

Sincerely, [edited name]

[Repairatrooper]

Michael,

Hate hearing these stories but this forum is not really a useful place to post it as this is a user to user support forum. I will escalate to the moderators in hopes they can get someone to help.

[SJM46]

Thanks Repairatrooper! I'll gladly continue/handle this process if someone would let me know who to contact and/or how to do it. I have been scouring websites and all resources to find how best to pursue this - to NO avail. It's been very frustrating on every level.

[Hawks_Eye]

Hi @SJM46 

Welcome to the HP Support Community! 

My sincere apologies for the inconvenience caused to you. We'd hate for you to be stuck in a situation like this. Because you matter to us.

I'll elevate this case to the concerned team for assistance, we need a few of your details to process the elevation and the same cannot be shared in a public platform.

I'm sending you a private message to guide you on the next steps.

To access it, click the private message icon in the upper-right corner of your HP Support Community profile, next to your name.

If this resolves your issue, kindly mark this post as "Accepted Solution" and click "Yes" if it was helpful.

Take care and have a great day!

Regards,

Hawks_Eye