HP support kept stalling until the warranty ran out - how to escalate to case manager?

[MissingDamaged]

I have a HP 8710 OfficeJet Pro with the Instant Ink subscription.

The warranty is now expired.  According to HP's site, it expired Nov 27, 2025.

There was an error printing before that, and I used the HP chat, which said it would send me a cartridge.

From my HP account, I see the order date is Nov 20, 2025 (before the warranty expiry of Nov 27, 2025), which indicates my initial contact was before the warranty expiry.

I received the cartridge, put it in, and still there was an error.

I used the HP chat again on Nov 28, 2025, and tried troubleshooting which did not fix the issue.  Even though I had replaced all the cartridges, HP chat insisted that it was the cartridges which had a problem and not the printer, so they made me wait once again for the cartridges to arrive.

On Dec 5, 2025, I received the cartridges, tried again, and still had the exact same error, so I contacted HP chat.  I attached screenshots of the error, the warranty expiry from HP's website (Nov 27, 2025), and the initial order date from HP's website (Nov 20, 2025).  I got a message that someone would reply back.

On Dec 12, 2025, I got an email from HP to do a survey about the service I received.  But nobody actually replied to fix my problem.  So I did another HP chat and the agent had me do the same troubleshooting which again did not fix the issue.  He said he couldn't replace my printer because it is now out of warranty, so he asked a supervisor to call me back.

The supervisor called me back and said the printer is now out of warranty, so he cannot help me and ask for an exception to replace the printer.

I pointed out that my initial contact of Nov 20, 2025, is before the warranty end date of Nov 27, 2025, which he agreed with, but he insisted that right now it is out of warranty, so he couldn't help.

Could someone from HP please help replace the printer?  You can see the 3 screenshots I have attached to the support ticket (the order date of Nov 20, 2025, from HP's site; the warranty end date of Nov 27, 2025, from HP's site; the printer error, from the printer's touchscreen).

[Jerry_57]

Hi @MissingDamaged,

Welcome to the HP Support Community.
 

Thank you for posting your query. I will be glad to help you.

I would need to know a few details regarding your Instant Ink account to help you get this sorted. Since the Instant Ink account details are confidential, please send me the required information via private message.

To locate your account, please provide
 

Your registered email address

Your Instant Ink account ID

Serial number of your printer enrolled in Instant Ink


To access your private messages, simply click the private message icon on the upper right corner of your HP Support Community profile, next to your profile and send a private message to me with the serial number, because we value your privacy.

 

Jerry_57

HP Support

[MissingDamaged]

Thanks for replying, @Jerry_57.

As you requested, I have send you a private message containing those details.