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Honor Student
Posts: 4
Member Since: ‎06-14-2017
Message 1 of 7 (141 Views)
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Confirm the support and assistance policy

Product Name: HP Laserjet Pro 200 Color
Operating System: Microsoft Windows 10 (64-bit)

Three ink cartridges later I still don't know if it is the printer or the ink.  HP phone support says I have to buy ANOTHER cartridge (at my own risk) to be able to tell if it is the ink or the printer.

 

Does anyone else understand how frustrating and ridiculous it is to already have potentially $260 lost and now I have to spend another $85 to 'see' if it is the printer or the ink?!?!?!  Can't be right.  If it is that is an unreasonable solution. 

 

Can someone confirm if HP would be willing to send me an ink to figure it out and then I will either buy more ink or buy a new HP printer? 

 

 

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Accepted Solution

Re: Confirm the support and assistance policy

@CALLIE8

 

Thanks for sending the picture of the toner.

 

It seems to be an issue with the toner.

Changing the toner should fix the issue.

 

Let me know if that helps.

Cheers.

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HP Support Agent
Posts: 5,586
Member Since: ‎07-27-2016
Message 2 of 7 (110 Views)

Re: Confirm the support and assistance policy

[ Edited ]

@CALLIE8

 

Let me take a moment to thank you for posting on the HP Support Forums. 

 

I understand that you have an HP Laserjet Pro 200 color M251nw. I read that you have replaced 3 ink cartridges already and still are facing an issue with the printer. You have been advised by the HP phone support to try another cartridge to check if the issue is with the printer or with the cartridge.

 

I would say that if the previous 3 cartridges could not fix the issue then there is no need to try another cartridge. The evidence clearly indicates towards the printer.

 

May I know what is the exact issue you are facing with the printer since the actual issue was not mentioned in your post. I have provided the information based on the information provided by you.

 

Please feel free to reply. Cheers! Smiley Happy

 

 

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MKazi
I am an HP Employee

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Honor Student
Posts: 4
Member Since: ‎06-14-2017
Message 3 of 7 (99 Views)

Re: Confirm the support and assistance policy

Thank you for inquiring further.  Initial problem was the black ink (fairly new cartridge) - I printed something and the paper came out completely full of black ink.  Replaced with new black ink and then everything came out completely blue. Didn't have a spare blue so tried to fill the slot with a new yellow I had on hand.  The printer new it was yellow and not blue.  But before I go buying a new blue I want to know if it is the printer causing the problem or if it was the ink cartridges.

 

The black and blue cartridges have a noticable tear in them.

 

I look forward to your reply.

HP Support Agent
Posts: 5,586
Member Since: ‎07-27-2016
Message 4 of 7 (76 Views)

Re: Confirm the support and assistance policy

@CALLIE8

 

You're welcome.

 

Before you replace the cyan (blue) toner, I suggest you to perform the following steps (if not done before) from this link.

  • Print a cleaning page.
  • Perform additional print quality troubleshooting.
  • Inspect the toner cartridge for damage.

If the issue persists only then replace the cyan toner. Good luck!

MKazi
I am an HP Employee

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Honor Student
Posts: 4
Member Since: ‎06-14-2017
Message 5 of 7 (61 Views)

Re: Confirm the support and assistance policy

cyan.JPG

Honor Student
Posts: 4
Member Since: ‎06-14-2017
Message 6 of 7 (59 Views)

Re: Confirm the support and assistance policy

[ Edited ]

I am fairly certain you will agree a cleaning is not going to help with this cartridge.

HP Support Agent
Posts: 4,623
Member Since: ‎10-13-2016
Message 7 of 7 (39 Views)

Re: Confirm the support and assistance policy

@CALLIE8

 

Thanks for sending the picture of the toner.

 

It seems to be an issue with the toner.

Changing the toner should fix the issue.

 

Let me know if that helps.

Cheers.

sandytechy20
I am an HP Employee

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