Inkjet 64XL cartridge is defective

[dtsmithnet]

I have repalced a new original HP tri-color 64XL cartridge in my HP Envy 7155 printer and the prints have gaps and lines.  I then used the clean print head software and the cartridge still prints incorrectly.  I removed the cartridge and manually cleaned the head and electrical contacts.  Still prints incorrectly.  I installed another new cartridge and everything prints fine.  How do I proceed with the warranty (expiration date 2020 10/05 Y)?

[Jay_G24]

Hi @dtsmithnet

Welcome to the HP Support Community. I'd be happy to assist you

Due to the current global COVID-19 situation, we're seeing an influx of customers coming in for support. We appreciate your patience.

As this is a defective cartridge issue, I'd suggest you Contact HP in your region for further assistance.

Hope this helps! Keep me posted. 

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Have a great day! 

[dtsmithnet]

Hello,

I have tried your "Contact HP", selected United States and interacted with the Virtual Agent and have been unable to resolve defective HP 64XL color ink cartridge problem.  I have also called Customer Support at 1-800-474-6836.  All I'm asking for is a replacement for a defective ink cartridge that is still under warranty.  So, what do I do now?

David

[sandytechy20]

@dtsmithnet

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 Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community.