The Ugly - HP Customer Service

HP Instant Ink and Jeremy Jackass, Case Manager, HP Inc. AMS Consumer Escalations Team (CPL#5077918886 CRM:0064372001629)

HP, formerly Hewlett Packard, has adopted a new “Customer Engagement Routine.” I wasted hours of my valuable time emailing and on the phone with Mr. Jeremy Jackass. Mr. Jackass made all sorts of STUPID demands on me in order to get a printer that worked with HP Instant Ink.

Mr. Jackass finally told me that HP had sold HP Instant Ink to a hedge fund. Therein lies at least part of the problem. It seems like the HP web site linked me to an old HP Printer that I had properly decommissioned and given away. As near as I can tell, HP and/or HP Instant Ink had labeled me a thief and was doing everything it their power to discourage me as a customer.

In total frustration, I went to the Apple Store web site and spoke to an Apple Customer Service Representative about my problem. She told me that Apple does offer several HP Printers for sale on its web site because customers want to purchase a complete system, including a printer, but Apple does not support HP Printers or offer Apple Care.

I purchased an HP Envy Photo 7864 from Apple and pondered how to avoid a repeat fiasco while I awaited its delivery. Of course, it came with a $30.00 coupon for HP Instant Ink. I threw that in the trash. I decided to connect my Mac Mini with the HP Envy Photo 7864 by cable. I checked with Apple or Amazon - I can’t remember which - and they recommended a Type A Male to Type B Male Cable. I purchased one from Amazon for $7.99 plus tax, plugged it in and my HP Envy Photo 7864 worked perfectly.

Back to Mr. Jackass. I was never sure if Mr. Jackass was a real person or an AI Robot and I guess I will never know. When I stopped communicating with him, he told me my Case had been archived. I could reopen the case at any time, but I would get another Case Manager.