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Jim314159
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How do I get a replacement for a faulty cartridge?

Envy 5020
Microsoft Windows 10 (64-bit)

I've received the regular replacement colour cartridge under Instant Ink program, which has previously been fine.

On installing it I get a generic error message about it doesn't work, please install a new cartridge.  The printer is fine, as if I reinsert the old cartridge its accepted just fine (though obvs shows very low toner levels).

 

I've suffered through the "help" of the virtual agent and tried the tips it suggested (power off and on, really?!), including cleaning the copper contacts on the cartridge, but no avail.

 

Really just need to send it back and have a replacement but seems impossible to work out how to get that done.  Anybody got any tips?  Every attempt to persuade the virtual agent to let me talk to a human fails with some sort of error. 

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HP Support Agent
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Message 2 of 2
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How do I get a replacement for a faulty cartridge?

@Jim314159, Welcome to HP Support Community!

 

To assist you better, We would need some information related to your Instant Ink Subscription. This information cannot be shared on a public post.

I have sent you a private message, reply to the message with your details.

 

In order to access your private messages, click the private message icon on the upper right corner of your HP Forums profile, next to your profile Name or simply click on this link.

 

Keep me posted.

 

Please click “Accepted 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!

TEJ1602
I am an HP Employee

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