Requesting toner warranty information from HP Support - unable to share

[tracy_cat]

My M452dw is printing blue and yellow horizontal streaks every 22mm.  The toners are the originals that came with the M452dw purchased directly from HP.  This problem has been here since day#1 and HP Support has not resolved it.  Blue is  100% and yellow is 70% as listed on the printer's status page.  I did an HP Support 'chat' and was informed that HP Support 'cannot share the warranty information because it's an official document'. (from my support chat)  Wow.  Please... What is the warranty on these toner cartridges?

To be specific, in case my communication above isn't clear, these are not OEM third party toners and they weren't refilled.  For some reason the support person couldn't understand that the cartridges are 'originals that came with the M452dw purchased directly from HP'.

Any info from this community forum is definitely appreciated.

[Valsimot · Accepted solution]

Next time you contact HP inform them to check for HP document ID c06102515 that describes your issue and fix for it.

[tracy_cat]

Thank you for that informative tidbit.  Before I call support, I'm trying to perform due diligence.   Google and the HP support site returns no hits for the HP document ID c06102515.  Is this document reachable by the public or might there be a typo in the number?  

Once again, thanks for any information possible.

[Valsimot]

That's HP document, it's not publicly available.

[tracy_cat]

Thank you HP Community for this help.  It worked, but I'd like to share some nuance and details to the transaction.  I shared the document number along with referencing my faulty toner support ticket with the support person and it seemed to instantly stop the usual annoying questions and comments that the support staff are obligated to ask.  After staying on hold for 5 minutes, the support person offered to send me an empty replacement printer requiring me to transfer my toners into it.  I asked "If I re-insert my faulty toner cartridges into the new printer, will the blue and yellow lines go away?" the support person clearly replied "Yes, because it's a new printer."  I continued to ask more probing questions and gave up trying to explain the issue any further with my reply "OK, I see how a new printer will solve the printing issue even though I'm using my same faulty toners.  Thank you for clarifying."  I agreed to have them send a refurb empty printer for me to transfer my toners into where I would just start the support request cycle over again.  I already went through one cycle for this printing problem.  This would be printer #3.  Days later I get an email stating replacement toners are on the way - and the new toners have solved the horizontal lines.  Hmmmm.  Once again, thank you HP Support Community.