Faulty Instant Ink cartridge

[MiaL3000]

We've been Instant Ink customers since 2016. Our current colour cartridge was sent to us on 08/02/2019.

This colour cartridge started fading out and then refused to print any colour at all. To resolve this, I have:

1. Repeatedly run all the prescribed diagnostics, which suggest that the cartridge is fine.

2. Repeatedly run the cleaning programme and even soaked the cartridge head.

3. Tried to get assistance through the chat bot, which kept repeating itself and was unable to identify the problem.

We still cannot print in colour, and I've wasted a lot of time trying to sort this out. The cartridge is clearly faulty and I'd like a new one please.

[Bob_Headrick]

The document here has information on contacting HP to get replacement Instant Ink cartridges.  Go to the HP Instant Ink site, the phone number (or chat option for some countries) will be listed in the lower center of the opening screen.

[MiaL3000]

Hi Bob,

Thanks for your reply. I have already tried all of the options you suggest. I posted on the forum precisely because it has been impossible to contact Instant Ink about this. The phone number is a paid-for service, the chat just loops around the same questions. There is no email address.

The normal 'request' dialogue assumes you have run out of ink. Nowhere is there a way to communicate that you need a replacement for a faulty cartridge. 

What I need to know is, how exactly does one get a replacement for a faulty cartridge?

Thanks,

Mia

[Jay_G24]

Hi @MiaL3000,

Welcome to the HP Support Community

I'd like to help!

I understand that your cartridge is not printing and you would like a replacement.

Please send us a private message with your Instant Ink account details or you may also respond to the private message I've sent out and I'll help you out, accordingly. Check next to your profile name, you should see a little blue envelope, please click on it. 

Let me know. 

[MiaL3000]

Hi Jay,

Thanks for your reply! I haven't received a private message. Can you please re-send, or tell me how to send you a private message?

Thanks,

Mia

[Bob_Headrick]

To send a private message click on the small envelope in the upper right when you are logged in, just to the left of your username.  Please send the requested information to Jay_G24.