63XL black cartridge defective

[Stepsite]

I tried ALL of the steps via the virtual agent and could not get my 3830 inkjet to print in black.  The ink indicator was at over 75% full.  I then replaced it with a new cartridge which prints perfectly.  HP does a HORRIBLE job in informing non-ink subscribers on how to return a defective cartridge that is under warranty.  My cartridge warranty is through 11/8/2022.  How do I get the defective cartridge replaced?

[Nal_NR]

Hi @Stepsite,

Welcome to the HP support community.

I understand that you are facing issues with the black ink cartridge. I'd like to help!

Are you getting any errors?

Meanwhile, please follow the steps below. 

Check the ink cartridge numbers

• Make sure the cartridge model numbers match your printer and country/region.
• Open the door or lid to the cartridge access area. Wait until the carriage stops moving before continuing.
• Look at the cartridge labels.
• The printer is enrolled in Instant Ink. The cartridges should be marked "Instant Ink". The numbers on Instant Ink cartridges are different from standard cartridges, and Instant Ink cartridges may be larger. Your printer is designed to work with the cartridges shipped to you by HP Instant Ink. If you see Cartridge cannot be used until the printer is enrolled messages, use HP's Virtual Agent for quick help, or go to HP Instant Ink support.
• The printer is NOT enrolled in Instant Ink. Go to the HP Store to make sure that the cartridges are compatible. Your printer must be enrolled in Instant Ink to use Instant Ink cartridges.
• Replace any incompatible cartridges.

NOTE: HP+ printers require Original HP cartridges.

Reset the printer

• Reset the printer to recover from printer errors or failures.
• If your printer has a rechargeable battery, remove it.
• With the printer turned on, disconnect the power cord from the printer.
• Unplug the power cord from the power source.
• Wait 60 seconds.
• Reconnect the power cord to a wall outlet and to the printer.
• NOTE:
• HP recommends plugging the printer directly into a wall outlet.
• Turn on the printer to complete the reset.

If the issue persists, continue to the next step from this document here. 

Hope this helps! Keep me posted. 

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Yes" on the bottom right to say “Thanks” for helping

[Stepsite]

I appreciate the response but find it useless.  I received NO error message regarding my cartridge, that I bought at Staples in the USA, the same vendor from whom I bought my  printer.   The cartridge in question is under warranty.  It was defective.  I did not print.  I did ALL of the steps provided by the virtual agent and nothing worked.  I then put a new cartridge in and it prints just fine.  Please advise how I can return the defective cartridge that is under warranty for a replacement. 

[Nal_NR]

Hi @Stepsite,

This situation will need some additional support from our internal teams in HP.

I've sent you a private message. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

[Nal_NR]

Hi @Stepsite

I've sent you a private message. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name or simply click on this link.