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- HP Community
- Printers
- Printing Errors or Lights & Stuck Print Jobs
- Re: Defective ink cartridge 934xl
Create an account on the HP Community to personalize your profile and ask a question
07-20-2018 01:30 PM
I've spent 15 minutes on the site trying to find out how to get a replacement for a defective 934XL ink cartridge. The printer display showed a little over 25% ink remaining, but the printer wouldn't print or copy in black, or do so properly in color. I tried powering down, unplugging, etc. Finally replaced the cartridge and everything's fine, except for my wallet.
How can I get a replacement or refund or coupon or some other kind of compensation? Thanks.
Solved! Go to Solution.
Accepted Solutions
07-27-2018 04:34 PM
I have asked to have your case escalated. You have a defective cartrdige under warranty, it should (and I trust WILL) be replaced by HP.
I am not an employee of HP, I am a volunteer posting here on my own time.
If your problem is solved please click the "Accept as Solution" button
If my answer was helpful please click "Yes" to the "Was this post helpful" question.
07-20-2018 09:14 PM
Genuine HP 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 printer. At 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
I am not an employee of HP, I am a volunteer posting here on my own time.
If your problem is solved please click the "Accept as Solution" button
If my answer was helpful please click "Yes" to the "Was this post helpful" question.
07-23-2018 07:51 PM
Sorry about that, the difficulty in contacting HP for in-warranty cartridge replacement is something I have been banging my head on for a couple years now....
When your issue does get resolved (or you need more assistance) please come back and post your results. It may help others with similar issues find the solution.
I am not an employee of HP, I am a volunteer posting here on my own time.
If your problem is solved please click the "Accept as Solution" button
If my answer was helpful please click "Yes" to the "Was this post helpful" question.
07-27-2018 03:49 PM
So here's what happened. Spoiler alert: Still no resolution.
After following your instructions and submitting the form, today I received this response:
HP offers several free self-help resources that you can use for support of your HP product and services.
* HP Customer Support Website: Get drivers, software, support video’s & articles, manuals, troubleshooting tools and more, all specific to your HP Product. http://support.hp.com/us-en?jumpid=em_rCCAGENT/us/en/ppshome
* HP Support Assistant: This always-on, pre-installed tool on your PC provides problem solving, automatic updates, and diagnostics. Look for the icon already on your PC to launch HP Support Assistant or, to download HP Support Assistant go here: http://www8.hp.com/us/en/campaigns/hpsupportassistant/hpsupport.html?jumpid=em_rCCAGENT/us/en/hpsa
* HP Support Forum: A community of support expert’s eager to answer your questions. http://h30434.www3.hp.com/?jumpid=em_rCCAGENT/us/en/forum
For additional assistance please contact us on Facebook, Twitter or YouTube.
* Facebook: https://www.facebook.com/HPSupport/
* Twitter: https://twitter.com/hpsupport
* YouTube: http://youtube.com/howto4u
07-27-2018 04:34 PM
I have asked to have your case escalated. You have a defective cartrdige under warranty, it should (and I trust WILL) be replaced by HP.
I am not an employee of HP, I am a volunteer posting here on my own time.
If your problem is solved please click the "Accept as Solution" button
If my answer was helpful please click "Yes" to the "Was this post helpful" question.
07-27-2018 04:41 PM
I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).
If you are unfamiliar with how the Forum's private message capability works, you can learn about that here.
Thank you for visiting the HP Support Forum.
07-28-2018 03:45 PM
Today I received a second email identical to the previous one from HP's so-called "Customer Support," with the exception that this email requested my contact information and the best time to reach me so they can "follow up accordingly."
The value of the time I've already invested is more than enough to buy a new printer from a competitor. Here is the response I sent:
07-31-2018 09:17 PM
Sorry this has been such a hassle, but I do trust that this will eventaully get resolved properly.
I am not an employee of HP, I am a volunteer posting here on my own time.
If your problem is solved please click the "Accept as Solution" button
If my answer was helpful please click "Yes" to the "Was this post helpful" question.
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