I can simply "not renew it" and I can keep whatever "free ink" I received

[mooff]

I recently purchased an HP Laserjet and I did the 3-month Instant Ink trial. When speaking with an HP rep on the phone, they told me that when I am done with the trial, I can simply "not renew it" and I can keep whatever "free ink" I received during the trial.

Flash forward a few months and my printer just stops working suddenly. I call, spend an hour on video chat with them only to be told that the printer can't be fixed but it's still under warranty for over a year so they can send me a "brand new printer". They then tell me that it will arrive in 3-6 WEEKS. I told them that this is not acceptable, I purchased this printer because I need it daily. They told me there is nothing they can do because I live in a "remote area" (I don't. I live in one of the largest shipping hub areas in the country). They then said I can pay an "expedition fee" where they would expedite shipping it out and I'd have it in a day or two. I then said that makes no sense that their reasoning for it taking so long is because I live in a remote area if the reason for the delay would be them shipping it out. I was put on hold and they waived the expedition fee. So I received the printer the next business day (great!). It was a used (refurbished) printer, even though they told me I'd be getting a "brand new" one.

The problem is, this printer was also not working. I spend another hour on the phone with tech support only for them to infer I am lying about not getting a "new printer" and that they wouldn't ship that (I still have the box that says REFURBISHED) and they give me a different number to call. I call, ultimately, landing at the same exact tech service. Waste another hour on the phone doing the same exact tests, this time taking over my computer remotely. They told me they ONLY ship out refurbished printers after 30 days (go figure, I wasn't lying). Finally, after an hour, they tell me the issue is that my Instant Ink account is suspended so the ink won't work". The ink is 80% full and I was told I can keep the ink if I don't continue the trial. To be fair, I guess they didn't tell me I could USE the ink, just "keep it". So I said I have a brand new ink cartridge and I'll put that in. I put it in, the orange ink lights up and it still doesn't work. I am then told by the rep that the ENTIRE PRINTER IS DISABLED because my Instant Ink account is suspended and I'd have to transfer to them to get it fixed. Keep in mind, I do not OWE THEM any money, I just didn't continue after my trial but they bricked my printer remotely because I didn't continue the trial.

I ask the rep what I am supposed to do with this nearly full ink. She responds "you can just throw it in the trash". So HP's policy is to brick entire printers that customers PURCHASED if they don't continue after a free trial, otherwise have to jump through hoops to maybe get it unlocked and their policy is to also advise customers to throw away perfectly good, nearly full ink cartridges into landfills, not even advising to recycle them as they don't promote secondary market ink and even go as far as to prevent customers from using other ink. This was DIRECTLY from the rep when I asked what their policy is with nearly full toner cartridges after cancelation of the trial.

I have brought these issues up with HP and the only responses I ever get to most of the complaints are "we only send new printers in the first 30 days after purchase, the agent you spoke with was incorrect in telling you that", "your ink expires if you do not renew your subscription, the agent you spoke with was incorrect in telling you that",  etc etc.  It's always "the agent you spoke with was incorrect" but never any actual apologies, never any accountability, at most what I get is a strong and rude inference that I am the one lying (funny how they would use their "training recordings" to prove their own cases I'm sure but not for actual, you know, TRAINING, to see that the customer was right and their "agents" are wrong or flatout lying to customers to get them off the phone or make a sale).

[A_Gayathri]

Hi @mooff,

Welcome to the HP Support Community

I understand you are facing an Instant Ink issue with your HP Printer. Not to worry I will help you to get a resolution to resolve the issue.

To assist you better, I have sent out a private message to assist you with the next course of action. 
 

May I know the case ID please share the details in private 
 

Please check your Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link.

Hope this helps! Keep me posted. 

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

[Repairatrooper]

As an observation, depending on the printer you purchased, your device may be covered under HP +. HP + is not a chargeable service but gives you an extra year of warranty and other enhancements. That program still requires your printer to be internet connected at all time.

It is really too bad the initial rep that told you that you could keep the toner after the trial expired did not explain clearly to you that the toner would stop working once the subscription expired. That initial mistaken information has likely created most of the bad blood between HP and you.