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Message 1 of 5
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Defective Cartridge Replacement problem with HP Virtual Agent

HP Recommended
Office Jet 8035
macOS 10.15 Catalina

I replaced by 910 printer cartridges on my Office Jet, got a 'defective cartridge error'.  I went through the process of checking the virtual agent, tried the tab fix, nothing.  So I returned the set of cartridges to the retailer, got another set, and got the same error.  So I went to hp.com/ContactHP and of course it's of no help.  I entered all the information on my printer and the cartridges, then I get a page with a drop-down menu and text box.  I select "defective cartridge" and explain the problem.  I get another page after I hit select that says I'm eligible for a replacement, that I will be prompted on the next page to enter my address (despite the fact that I'm logged in to my account and the address is current) and it restarts the process all over again, asking for the printer serial number (which I entered the first time after I logged in) and I go through this stupid loop three times.  The virtual agent was of no help, there's no email or live chat, and now I remember why I moved away from HP products five years ago.  Any advice on how I can get the replacement cartridge?  I'm ready to abandon HP again because in five years there's been zero improvement in their product quality or support.

4 REPLIES 4
HP Support Agent
HP Support Agent
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Message 2 of 5
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HP Recommended

@Rackaway

 

Welcome to HP Support

 

I understand your concerns and frustration

 

I will escalate your case to HP's regional escalation team and a case manager will reach out to you

 

Please check your Inbox

 

Thank you
 

KrazyToad
I Am An HP Employee

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Message 3 of 5
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HP Recommended

Can I be contacted as well? I am having the same issue.  Thanks-

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Message 4 of 5
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HP Recommended

I am in the same situation. They sent me 2 cyan replacements and 2 yellow. Replacement yellow working fine, cyan not working at all and I cannot get through the mess of their website to ask them what they are going to do next. SO FRUSTRATING!

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HP Recommended

I need assistance. I filed a case - 5058730013 - now closed in Dec. 21, 2020. I was impressed by how quickly I was sent 2 yellow 902 replacements and 2 cyan 902 replacements for the money I wasted on inoperable cartridges purchased from HP made in Malaysia. The YELLOW work fine. The CYAN cartridges do not work at all and the website is not allowing me to file a new case or reopen the old one. All it does is tell me my printer is out of warranty. This is not a printer issue. This is an ink issue. Please assist me. Very frustrating and disappointing to read so many people in the same situation with no resolution from HP. It is like you guys are now hiding from this problem. Not good business. 

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