HP Instant Ink First Delivery Sent Randomly to Another Person in Another Province

[JThomson]

Alright, I'm at my wits end here.  I bought a printer a couple of weeks ago, and it was HP Instant Ink compatible.  Obviously I thought this sounded like a fantastic program, and signed up.  The other day, I received notification that my printer has told HP it needed ink, and HP generated an order, and subsequently, a tracking number and emailed it to me as well as provided it within the HP page for my printer online.

All was fine until today, when I received an email from Canada Post citing that my package had been delivered.. to Quebec.  I reside in British Columbia.  I thought perhaps this was a simple mistake, and upon returning home, hopped on my laptop to check things out.  My package was never addressed to me, or sent to me. It was sent to some random person in Quebec from the get go.  And, this person accepted the package today, and since they did not have to sign for it, kept it.  Lovely.

I immediately tried finding where I could open a ticket on the HP site, as this is quite the mistake and I wasn't sure who was at fault, considering my address is in fact correct within the HP database in regards to my account.  Eventually I opened a chat window, and spoke to a less than informed individual who argued with me in regards to Canada Post and their policy on who opens a claim for an item delivered to an address other than it was supposed to go, repeatedly denied any liability and fault by HP, and disconnected the chat even thinking that would be the end of his chat with me, but.. it wasn't.   He was reconnected to me as my window was still open.  (This kind of made me chuckle) He informed me that he has never heard of the sender having to contact Canada Post to open a claim, or speak to them in regards to an incorrect address delivery, and that HP wouldn't be doing so.  I even linked him directly to the Canada Post page, and copied word for word the Canada Post Policy for this situation, and asked numerous times for him to either do what was required as I needed my package, or to direct me to someone that could.  Daniel at HP Chat got a piece of my mind at this point, because really, in the end, it doesn't even matter what he thinks or has seen in his time.. he was literally shown otherwise, and refused to help the customer.  I ended our chat, and thought to myself alright.. I'll give Canada Post a try.  Surely both companies won't leave me hanging..

Oh how incredibly wrong I was.  Canada Post has a chat agent called Patrick.  Patrick, in no way, shape or form should be near a pc, never mind be in charge of customer support. Ever.  He asked my email, and phone number to verify the account. Great.  I also gave him the tracking number, my address, the address of the person that signed for my package and kept it, in Montreal.  He then started citing jibberish, which apparently was to do with the united states postal service.  At this point, I got mad, I won't lie.  He kept telling me, once he understood that this had nothing to do with usps and was simply a delivery gone wrong within Canada, to contact HP.  I have, I stated.  They refuse to take responsibility or open a claim of incorrect address resulting in non-delivery.  They blame Canada Post.  So, he told me that I have an issue with the supplier.  No kidding Patrick, thank you for getting caught up here bud.  He had no idea how to help me, other than to have a different employee call me back in 4 hours, which, I'm sorry, but I'm on the web chat for a reason. Currently, I'm not accessible via telephone.  Perhaps they could email me. I provided not one, but two emails that are both active and monitored consistently.  He refused, stating that he wouldn't put in an email request for me, because I refused to speak to HP and have them open a claim.

Needless to say, I'm seriously unhappy.  I have been an HP customer for years upon years, for both business and business purposes.  I have also been a small business owner cardholder within Canada Post for years upon years, and am flabberghasted that both companies are just dusting their hands off and refusing to do anything what so ever with regards to this mess up.  And being the receiver of this parcel, simply means neither has to speak to me. Well, there must be something.. right?

Help. Please.  How something gets sent to Quebec instead of BC in the first place is beyond me, but for both companies involved to just ignore the customer that is out their product, and refuse to be of any help what so ever.. it's astounding.  What am I supposed to do?

-Jessie

[A4Apollo · Accepted solution]

Hey there! @JThomson, Thanks for stopping by the HP Support Forums!

I understand the ink you ordered was shipped to a different person and you are in need of replacement ink cartridges.

Also, I understand you have gone through a lot of hassles but don't worry I'll try to help you out.

Did you make any changes to your printer?

By not wasting much of your time. Please share out few details in a private message, so I can check your account details and initiate an order to ship you the replacement ink cartridges.

Printer Model Name

Serial Number of the printer

Instant ink Email Address

Instant Ink Account Number

Address to ship the cartridge

Do you need black or colour ink cartridges?

Hope to hear from you soon!

I hope you have a great day! 🙂

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

[JThomson]

I tried to speak with an HP representative via the phone today, only to have the rep have a loose connection resulting in him cutting in and out, so I requested that he call me back from a better connection.  He confirmed my phone number SIX times, and stated he would call me within ten to fifteen minutes.  It has now been an hour and a half.

I have no idea how this many people can be this incompetent within a company that I have been a customer of for years and never once had any issues with!  This is unacceptable.  How there is no recourse or compensation for such a massive issue that more than one employee has put off as nothing, is beyond me.

So, I thank you for replying.  I have sent you a personal message with the requested information, including screen shots for confirmation of the issue at hand, and the HP employee I chatted with via pc yesterday.  If you would like the transcripts of the chats between HP and myself, and CP and myself, feel free to let me know. I have them both readily available.

Thank you.

-Jessie