having problem with hp black ink for hp officejet 920XL

[EdithHung]

Hi, there,

Im writing regarding to a serious issue that my uncle is currently stressing out with. They recently purchased inks from HP for their printer and were delivered in November 2016. However, the black ink doesn't work ever since while the colour ones had no problem printing. They had tried a several different methods, including soak/clean the holder case (not the ink itself), power off to reset the whole machine, etc. After trials and trials, the black ink just won't print and now that the colour ones are even running low because they had been doing so many system resets and test prints. 

We had came to a conclution that we believe the sensor plates on catriage of the black ink could be broken so that machine can't commend the ink to flow (the ink itself isn't dry because we can see the head of the ink cartriage is constently wet). 

We are wondering if there is any other ways you guys would suggest us to try or it will be great if we can replace another black ink cartriage with HP. Moreover, despite the many try-outs,  we were at the same time wasted all the colour ones that one of the colour even ran out completely already. We will really appreciate if we can just have a replacement of all from HP in this case.

let me know if you need other infomation

Many thanks,

Edith 

[The_Fossette]

Hi @EdithHung

I have brought your issue to the attention of an appropriate team within HP. 

They will likely request information from you in order to look up your case details or product serial number. 

Please look for a private message from an identified HP contact. 

Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

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