Faulty tricolour Instant Ink cartridge and unable to contact support

[BlissC1]

The tricolour Instant Ink cartridge installed in my ENVY 4520 All-in-One printer is faulty. I've gone through all the diagnostic/maintenance tools on the printer, gone through all the troubleshooting stuff, but the cartridge is still not working properly.

Although my printer indicates that the ink levels in my tricolour cartridge are high, my printer is not printing anything containing cyan - where something should be cyan it leaves blank areas, and where a colour should contain cyan, images and patterns come out either grey-scale or another primary colour, for example green areas come out yellow. I've been through the various maintenance tools, and despite having tried everything, cyan will still not print (though I've been unable to complete the print alignment because though the printer prints the alignment sheet that needs to be scanned to complete the alignment, with the cyan not printing, various elements of the page have not printed, so the printer doesn't recognise the alignment page. I'm getting no error messages, black's printing fine, as are the other colours and the alignment's okay, there's no blurring etc., just that cyan won't print.

The only thing it can be is some kind of fault with the cartridge.

I've tried both the online virtual assistant, and only when I'd finished typing the problem and submitted it did it come up as "unavailable" - the same thing with the telephone support number. That suggested raising the problem by submitting details on an online form before phoning, which I tried to do, but again when I submitted the form the web page suddenly said the service was unavailable. With both, I tried them within the office hours it specified the services were available, and I can't find a support email address anywhere to request a replacement cartridge. 

How do I contact someone to request a replacement for my faulty cartridge? 

[asmita6658 · Accepted solution]

Hi @BlissC1

Welcome to the HP Support Community. 

Appreciate you trying the steps. 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. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day!

[Craftylady1953]

I have had this happen 2x already.   I really like using the Instant Ink it really does save me money.   What can you help me to do with this matter.   I am paying for ink and not getting to use the cartridge up.

Lynne

[asmita6658]

Hi @Craftylady1953

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. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day!

[Shirley647]

Dear Asmita

Can you help me with the same problem as on the Forum: Printer says reinstall cartridge, HP Instant Ink says tri colour needs replacement. I've tried re-installing, cleaning, re-doing over and over. Nothing works and I haven't got another tri-colour cartridge to put in

Thank you