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‎07-15-2023 01:27 PM - edited ‎07-15-2023 01:29 PM

HP Recommended
Product: HP ENVY Photo 7855
Operating System: Microsoft Windows 10 (64-bit)

I have an HP 64 tri-color ink cartridge (N9J89A) that is defective.  It is in warranty and fresh from the package but does not print cyan or magenta.  I verified that the printer is not defective by purchasing a different HP 64 color cartridge and trying it out in the same printer.  The 2nd cartridge (and the printer) is OK.

 

How do I replace the defective cartridge under warranty?  When I try to contact HP Support I keep getting asked for a serial number, which the defective cartridge does not have.  Posting a message here seems to be my only recourse.  Why does HP make this such a difficult process?

 

Please help.

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