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Mark_Andrews
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Message 1 of 2
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HP Recommended

Brand New Color 61 XL Ink Cartridge Doesn't Work

HP 61 XL
Microsoft Windows 10 (64-bit)

Both my color and black cartridges were running low on my HP Officejet 4630. I installed fresh Black and Tri-Color cartridges. I got the message that I was installing genuine HP cartridges and then a message that I needed to replace the Tri-Color cartridge. I tried reinstalling it several times and got the same message each time. I reinstalled the old tri-color cartridge and it went right to the alignment step so I'm sure I was installing them correctly. I tried one more time, but still got the message that I needed to replace the new cartridge. How do I go about getting a replacement for the tri-color cartridge? I do not have a receipt, I believe I purchased them at Costco as a combo pack.

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Message 2 of 2
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HP Recommended

Brand New Color 61 XL Ink Cartridge Doesn't Work

The cartridges do have a warranty, see the document here for information. To get warranty coverage you will need to go to the Contact HP page, then enter the information for your printerAt this point it will likely say "Manufacturer's warranty has expired"  To the right of this it will say "See details".  Click the "See details" link, which will open another page with more details.  Near the bottom of the text will be a paragraph that says : 

 

HP has checked your product information, including the product and serial numbers, to determine your warranty results.The legal warranty expiration date is based on the date of purchase, as indicated on your receipt. If you feel these results are incorrect, you may submit a dispute for review. Dispute this 

 

Click on the "Dispute this" link which will ask for some additional contact information.  Fill out the contact information, then in the bottom section select: 

 

Dispute reason  


  Issue with my Accessories, Supplies and/or Software. 

In the comment section indicate that you have a defective supply that is in warranty, you have verified the supply is defective by switching it with a replacement supply.
Bob Headrick,  HP Expert

I am not an employee of HP, I am a volunteer posting here on my own time.

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