Hard to find a solution

[Monday19]

On 29/11/20 I looked for a solution to a problem I had with my printer. I clicked this, that and the other to try and find the help I needed. Couldn't find it so I paid £17.99 to speak to a live person (which I have done before with great success). I was then sent back round the houses again. This time, after a lot more searching, I found the answer and was able to sort the problem my self. So I would like to know how I can get a refund for the service I didn't use.

[Betty0610]

@Monday19

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[Monday19]

For some unknown reason my HPEnvy5540 stopped printing in colour, only printing grey scale, when I wanted to print something from my computer. It printed in colour things from the internet and test pages but not items on the computer.

I decided to look on your help pages, including the virtual agent, but could not find the solution so after about an hour of looking I decided pay the £17.99 to speak to a real person, this I have done twice before for the same problem and the agent has always been very helpful and sorted the problem very quickly. However, I could not remember what the solution was which is why I wanted to speak to someone again. I received the code and dialled the number and was asked to press this then press that and was eventually told to go to the virtual agent and if it couldn't help it would give me a code to speak to someone. So off I went, round the houses again. This time, after about another hour, I did manage to find the solution I was looking for which fixed the problem ( I printed the solution out to save so that I don't have to look for it again). Therefore I would like a refund of my £17.99 as I did not speak to a real person and the whole problem took me about 2 hours to fix.

[Betty0610]

Please help us with the details as requested in the private message sent to you.

Thanks!