Incorrect no reply information from HP

[Craftyjohn]

I received a no reply email from HP ink subscription service telling me that I had just installed a store-bought cartridge.

This was incorrect - I only fit the ones they send me, but there does not seem to be any way of responding to them to tell them that their system has "misread" the cartridge (because they sent an extra one to replace a faulty one).

It seems they will not have any direct intereaction with customers unless one pays them for "telephone support"

That is not good Customer Service in my eyes.

[Anand_Andy]

Hi @Craftyjohn,

Welcome to the HP Support Community

I understand you are facing an Ink Cartridge issue with your HP Printer. Not to worry I will help you to get a resolution to resolve the issue.

To assist better:

• Was there any recent update on the printer prior to the issue?

While you respond to that, Let's perform a power drain: 

• With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.
• Remove USB cable, if present.
• Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.
• Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord (This is important) and then plug back the power cord to the printer.
• Turn on the printer and wait till warm-up period finishes and the printer is idle

Update the printer firmware 

• Click here to download and install the latest printer firmware from your product
• Click here to know different methods of updating printer firmware.

If the issue persists, then please follow the steps mentioned in this document:  HP Inkjet printers - Ink cartridge errors

Hope this helps! 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!

[Craftyjohn]

Thank you very much, Anand_andy for your helpful reply, but by the time it arrived several days later, the issue was sorted (printer needed me to change both cartridges, although this not apparent in error messages)

I am not happy with current HP support which takes so long to arrive. Also unhappy to have to pay for telephone advice when i am a regular subscriber to the cartridge supply service

[Anand_Andy]

 @Craftyjohn,

I apologize for the previous experience. But I am happy to hear that the issue has been resolved. 

Do you need any other help with any HP Products?

Keep me posted

If the information I've provided was helpful, give us some reinforcement by clicking the "Accept as Solution" and "Kudos, Thumbs Up" buttons on the public post, that'll help us and others see that we've got the answers!

[Snellingsa56]

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@Anand_Andy wrote:

Hi @Craftyjohn,

Welcome to the HP Support Community

I understand you are facing an Ink Cartridge issue with your HP Printer. Not to worry I will help you to get a resolution to resolve the issue.

To assist better:

• Was there any recent update on the printer prior to the issue?

While you respond to that, Let's perform a power drain: 

• With the printer turned on, disconnect the power cord from the rear of the printer and also unplug the power cord from the wall outlet.
• Remove USB cable, if present.
• Wait for 2-3 minutes, press and hold the power button on your printer for about 30 seconds to remove any additional charge.
• Now plug back the power cable straight to a wall outlet without any surge protector or an extension cord (This is important) and then plug back the power cord to the printer.
• Turn on the printer and wait till warm-up period finishes and the printer is idle

Update the printer firmware 

• Click here to download and install the latest printer firmware from your product
• Click here to know different methods of updating printer firmware.

If the issue persists, then please follow the steps mentioned in this document:  HP Inkjet printers - Ink cartridge errors

Office Football Pool

Hope this helps! 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!

---

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