Instant Ink Not Delivered

[outtosell]

So I have been a long time user of Instant Ink, I work from home so my usage is moderately high. Last week I completely ran out of ink and had to go buy at a retail store. I had completely used all the ink I was shipped, although HP told me over and over and over and over again that I had never changed any ink cartridges, while I know that I had changed a full set; I even mailed the emppties back in for recycling.

So esentially, I pay month after month for the service, then need to go pay retail for replacements. that seems like a real bargain doesn't it.

[Jeet_singh]

@outtosell,

Thanks for engaging in HP support Forums! This is a wonderful location to converse with the community, get assistance and find tips! I understand you have a concern regarding your Instant Ink cartridges. Don't worry I'll be glad to help you.

Normally, the Instant Ink program would auto-detect the low ink and ship a replacement cartridge, only when the printer isn't constantly connected to the internet or there are connection issues, is when that doesn't happen.

Your HP Instant Ink account page contains the data on past deliveries and estimated shipments.  

It also helps you understand what state your cartridges are in based on HP's data,  

Any issues will be shown with its solution using a step by step approach, to make it easier for you!

Please check your account page to see the latest cartridge information by signing into your account at "instantink.com".    

If the suggested information can't be found, You may respond to the private message I've sent out and I'll help you out, accordingly

Since the instant ink account details are confidential, please send me the required information via private message.

I am sending you a private message with the information required. Please check the mailbox icon at the top-right corner of this screen.

Please check your Private message icon on the upper right corner of your HP Forums profile,

Next, to your profile Name, you should see a little blue envelope, please click on it.

I hope this helps resolve this issue completely,

Regards,

[outtosell]

Per your request i am sending you the information requested via private message.

Thank you explaining to me how the Instant Ink program ink works, though I was fully aware of how the program is advertised to work.

The problem is your system has not been detecting when I change ink cartrdiges although my printer is always connected to the internet. One of your highly trained and seriously unprofessional "customer service supervisors" talked over me just this morning telling me that I had not changed any cartridges since March, impossible since I have replaced all of them. I'll forward that email to you as well.

Somehow there is a problem with your system picking up my ink levels, at one point I noticed the ink level estimates online and the actaul levels shown on the HP app did not match, at which point I called in and asked a CS agent to look into and fix. She was able to fix the connection, it was an HP problem, and I did ask if the problem was going to affect my subscription. So, normal does not apply to this situation.

Typically I do not complain publicly about these types of problems, but due to the complexity of reaching a customer service agent, finding one that could communicate effectively, then the lack of professionalism I received through the customer service manager 3-4 days after my initial call, I felt it necassary to share with others.

I also felt by sharing to this forum this matter wuld be handled by somebody better trained to create solutions. Which, appears to be the case.