Setting up refurbished printer from hp

[Kyrababy]

I was given a replacement printer (Envy 6120) arranged by hp as my original was faulty. The printer arrived and is an hp refurbished model. My original has been returned to hp.

What they didn't tell me is that I cannot use the instant ink cartridges that I previously had. So instead of sailing through setup, my printer gets stuck on the 'insert cartidges' step.

I should add that it took three weeks of chat to get from day 1 of reporting fault, two weeks to get the replacement and a third week trying to explain what is going on without any success at all. They even stopped my case due to "operation issues". So I do not have faith at all in hp and I told them so - politely.

Anyway so now I can't add my printer because the refurbished has a different serial number and product number so is not recognised, but it was recognised earlier on the day of my complaint.

As of now I have a further fault that has gone through a week of attempting to get it sorted but nobody offered to either change current cartridges so they can work on my printer, or to send out some that do work.

If anyone can help me sort out this tangled mess, I would be really, really grateful.

Thank you.

[Deep_World]

Hi  @Kyrababy,
 
Welcome to the HP Support Community!

Thanks for reaching out!

I can certainly understand your concern, especially after reporting the original fault, waiting for a replacement, returning your old printer, and then encountering additional setup issues with the refurbished unit, don’t worry let me help you with this. 

Could you kindly confirm the below details : 

1. Can you confirm the full printer model name (Link for steps on how to find the model number - click here )
2. What exact message appears on the printer screen when you insert the cartridges?
3. Are the cartridges you are attempting to use the Instant Ink cartridges from your previous printer?
4. Are any error codes displayed on the printer screen or within the HP Smart app?

Kindly perform the below steps and confirm : 

1. Inspect and Reinstall the Cartridges
   • Open the cartridge access door.
   • Remove the cartridges.
   • Verify that all protective tape and packaging materials have been removed.
   • Reinsert the cartridges firmly until they click into place.
2. Check Cartridge Compatibility
   • Since this is a replacement printer with a different serial number, previously activated Instant Ink cartridges may not work until the replacement device is correctly linked to your Instant Ink account.
   • This often requires HP's Instant Ink team to transfer the subscription and activate the replacement printer.
3. Reconnect Using HP App
   • Remove the printer from the HP app if it appears there.
   • Restart your mobile device or computer.
   • Download the latest version of HP App and attempt the setup process again.

I hope this helps. 

[Kyrababy]

Hi.

I finally located your original response and can answer your response:

1. Printer is an Envy 6120e

2.  Screen  message is "insert correct cartidges"

3.  Yes they are as nobody told me, prior to exchange of printer, that the instant ink would not work in "new" printer.

I have attempted the steps you have provided and the printer just asks me to "insert cartidges" which of course I don't have (although as hp agent knew I was instant ink customer, and they were replacing printer, that new cartridges would be needed).

Prior to the original fault, I had no problems using the printer with my network - as suggested by another colleague. As I use a satellite WiFi provider, it is much faster and much more reliable than normal home WiFi so it is not my "slow connection" that is the cause of the problem. 

I really hope that something can be done as the printer had suited me but I lost faith in hp and was going to throw the printer in the bin. Then someone suggested using the community to help, so made my original post.

I did suggest to the chat agent that I wanted to speak with a senior colleague and/or receive a brand-new replacement printer but was repeatedly told that neither was possible.

If you can do anything at all so that I can keep using my cureent printer (or replace it ) i would be very grateful.

In the meantime, I have adjusted my email settings to ensure that I receive your future replies.

Thank you.