05-23-2020 04:30 PM
HP Officejet 5255 Printer. The Latch that holds the ink cartridge popped off while changing the cartridge. Nothing on the latch is broken or damaged, Can anyone please provide instructions on how to re-install the latch to secure the ink cartridge?
05-26-2020 04:10 PM
The first photo shows the ink cartridge latch lock that popped off when I opened the latch. The 2nd photo shows the color ink slot without the latch lock attached. The latch lock will not snap back into the ink holder. Nothing is broken or damaged on the latch lock, it just popped off after I opened the latch to remove the old ink cartridge. If you can find anyone to help me I would be most grateful. Thank You.
05-27-2020 02:25 PM
@paulwayne317, Welcome to HP Support Community!
This is a hardware issue.
Please reach out to the HP Support in your region regarding the service options for your printer.
Hope this helps!
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I am an HP Employee
05-27-2020 04:23 PM
I called the support team with my case number, details, and broken latch problem. I purchased this printer brand new in August 2019 and it is still under warranty. I cannot believe I am not going to receive a NEW printer to replace this defective printer. The HP support team is going to send me a refurbished printer without a 1 year warranty. HP support will not make any arrangements to pick up the defective printer!!! Also, they want a $ 1.00 collateral charge and charge me the full price of a new printer if not returned in 15 days. I am a senior citizen in Covid quarantine. This HP warranty process in shameful. I pay a lot of money for a new printer, send me a defective printer, and will not replace with a new printer, and want me to do all the work to pack up the printer, have a company to pick up the defective printer. I have purchased many HP products over the years and this is terrible. Why is it I cannot get a NEW printer and have HP pick it up as stated in the warranty???
06-02-2020 10:29 AM
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).
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I am an HP Employee