Defective Ink Cartridge Warranty

[ScHu2021]

I have used the online help tools and confirmed that I have a defective ink cartridge that is still within the warranty period. I cannot find where to go to get a replacement cartridge.  Please help.  

[Echo_Lake]

@ScHu2021

Thank you for posting on HP Support Community.

Don't worry as I'll be glad to help, 
I understand that you're getting a defective ink cartridge error. As we have limited support boundaries in the support community as of now.

I would request you to contact our Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link: www.hp.com/contacthp/

Please feel free to contact us here anytime you need any further assistance. Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

[BB_NY]

I have a similar complaint (genuine HP cartridge is not recognized by the printer, but other cartridges work just fine), and while the support website appears to be helpful for devices, it appears to be 100% useless for cartridges. Can you please advise how to actually contact technical support? Phone number in the US or a support email address?

[BB_NY]

An update for my case is below. If you don't want to read all of it, there's a "TL;DR" at the tail end of the post. I had a mostly successful resolution, but it took a couple of hours.

It might be possible to live chat with a support agent using the website: http://welcome.hp.com/country/us/en/cont, but I went straight for the phone. They can, in fact, be reached at [content removed] between 8am and 8pm US Central time. Like the support site, it requires you to provide your printer serial number, but it didn't kick me out just because my printer warranty is "expired." I was waiting about 5 minutes to get a person.

After informing them that I got my 62XL from Staples, I was asked to verify the authenticity of the cartridge (www.hp.com/go/ok, if you want to check for yourself). It failed, but on further research, it failed because I didn't have the "security sticker" which was supposed to be on the outer box. So, side note: keep the box! It might save you 2ish hours of your life (as long as it has the holographic sticker, at least). If the ink was manufactured before early ~2019, it may not have it, though, and you may be in the same boat as me.

Back to it. Because my cartridge couldn't be verified, I was told it was probably counterfeit (ha!), but whatever. Next step was to go into troubleshooting with the tech, which was either going to cost me $19.99 for a one-timer, or I could sign up for the Instant Ink program to get unlimited support. Even though it was a strong-arm tactic, it was a no-brainer for me, since the latter is a cancel-any-time thing, and starts at $0.99/month for very light-duty (another side note: they did offer me a promo code for signing up at the $2.99/month level, either a $10 account credit on a mobile browser or a free upgrade to a 700 pages/month plan for 3 months on a non-mobile browser). What was confirmed was that, because the ink cartridge was unexpired (15 months before the expiration date), if the troubleshooting failed, they WOULD send me a replacement for being an Instant Ink member.

So, to troubleshooting. Tech requested remote access to a computer that could connect to the printer, which I granted (they use LogMeIn123 Rescue). If you're not cool with that, I'm not sure what the next steps would be, unfortunately. They ran the HP Smart App and their Print and Scan diagnostic tool remotely while I watched. As expected, all troubleshooting failed, and I was assured that a new cartridge (probably not the XL, but after as much time as it took, the $10 credit kind of balances out the difference) is heading my way, along with the Instant Ink welcome kit which also has some ink in it (light on the details).

All in all, It took a little more than 2 hrs of mine and the tech's time. Was it worth it? For me, yes, but it was a quiet day with few other commitments. For HP, I really doubt it. Even if they pay their techs poorly, it was an expensive phone call for them.

TL; DR:

1) Keep the box or whatever has the "security sticker" on it!

2) Reserve a couple hours of your life, just in case

3) Call [content removed] (or live chat http://welcome.hp.com/country/us/en/cont) between 8am and 8pm Central time

4) If you don't have the "security sticker" on your packaging, you're probably going to be signing up for Instant Ink if your printer is compatible

5) Wait through standard call center troubleshooting, even if you've done it multiple time already

6) Celebrate your success, hopefully.

[MrsJT]

Can't for the life of me find a phone number to contact customer service. 

I've tried the link to the help page, but Ink Warranty isn't one of the options, it wants to help me with my printer. 

Does anyone have a US number?  

[ScHu2021]

Someone gave a number in one of the older messages here but hp seems to have edited the post and removed it. Incredible.