My complaint:
We have an instant ink subscription for our HP LaserJet MFP M234dw Printer.
We were last sent toner in Sept 2023 and are running very low.
There is no way online to order more and no email address to contact customer services or anyone to help. It’s very difficult to find a contact number and once I did, Im told the individual at the call centre can’t help me as it’s a ‘laserjet’. I was transferred and it kept ending up getting cut off.
I finally got through and someone said they’d order it on the day or the next day but nothing showed on my account. I finally got an email as I left a bad review on trust pilot – apparently the only way to get HP’s attention. I was advised a new toner would be ordered.
It was supposed to be delivered today but instead of that, I got a message from DHL asking for import duty/tax to be paid.
Unfortunately, we are not office workers who have lots of time to spend hours on the phone waiting around to get things done. We thought the whole point of instant ink was to spend less time but actually as we have no control, it takes longer.
I would appreciate if you could quickly resolve this shipment so we can resume printing without worrying we are about to print our last page of ink. Equally the system needs to be changed so laserjet users can access help just as quickly as inkjet printer users!
Suggested solution:
1. Resolve the shipment that's being held up by DHL for unpaid duty ASAP!
2. Look into the system so laserjet users are not treated as second class customers to inkjet users. Allow us to request and communicate more easily with HP.
