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Message 1 of 2
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Flag Post

Defective Ink Cartridge - Claim Help - 62XL Tri-color

HP Recommended
HP 62XL Tri-Color Ink Cartridge
macOS 10.14 Mojave

Hello. I need help filing a claim for a defective ink cartridge that is under warranty.

I have already completed all the troubleshooting tasks for the "incompatible cartridge" error, and had to buy another expensive HP 62XL Tri-color cartridge for my HP Envy 7645. I bought the defective cartridge at WalMart, and cannot return an open product to the store. A new cartridge from Amazon resolved the error. The defect is definitely with the cartridge as the old empty cartridge would also load and read correctly. My printer has only ever had genuine HP ink cartridges used in it. The strip and contacts on the defective cartridge even look slightly different from the other cartridges, like they are less shiny or appear less detailed in the light.

There appears to be no way to contact an actual HP support agent. The virtual assistant and website are a frustrating loop that goes nowhere. I cannot find an online claim form for ink cartridges, or an email or phone number to contact a real support agent. It feels like HP doesn't really want to stand behind their certified products and I'm very disappointed!

Thank you for your help!

1 REPLY 1
HP Support Agent
HP Support Agent
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Message 2 of 2
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HP Recommended

@danathomas7

 

Welcome to HP Support Community


I understand your concerns and frustration

 

I will escalate your case to HP's Regional Escalation Team

 

Please check your Inbox


Thank you


If the information I've provided was helpful, give us some reinforcement by clicking the "Solution Accepted" on this Post and it will also help other community members with similar issue.

KrazyToad
I Am An HP Employee

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