Defective Toner Cart

[JackamusFL]

How does one contact HP to report a defective toner cartridge?  The cartridge is bad and won't printer black toner. I tried it in two printers of the same made and model. It would not print in either printer.  Tried a new cartridge in both printers and it worked in both and trying to navigate HP's website makes it impossible to get help.  I also can't add my new printer to my support page.  Says in valid serial number even though it is right from the box and printer webserver page.  What gives HP??  I have only had the new toner since May! 

[Pallipurath]

Hi @JackamusFL 

Welcome to the HP Support Community.

Thank you for posting your query.

I understand that the black cartridge in your HP Color LaserJet Pro MFP 4301fdw is defective, and you are having difficulty reaching HP Support regarding the issue. Please share a clear picture of the defective cartridge showing its cartridge information, along with the purchase receipt, so we can assist you further.

Take care and have an amazing day!

[JackamusFL]

This was ordered direct from HP:

H314302491

Apr 09, 2026

$550.33

[Pallipurath]

Hi @JackamusFL 

Thank you for responding.

I understand that the cartridge was ordered directly from HP. However, based on the information provided, the cartridge could be defective or expired, which could be the reason it is no longer functioning properly. Could you please confirm when was this purchased and could you please share me the receipt for the purchase.

Have a good day.

[JackamusFL]

I have no problem sending you a copy of the receipt but I don't want to show all that in a public forum.  As it has my full name and address.  And this is what HP sent me.  The pic is the one HP sent.  In fact I ordered all the colors for my printer, so if HP is sending me expired toner, THAT IS A PROBLEM.  

[JackamusFL]

And here are the others that were sent in that same order.  

H314302491

Apr 09, 2026

$550.33

[Pallipurath]

Hi @JackamusFL 

Thank you for resoponding.

I understand that its not safe sharing in the public forum, For your privacy and security, please share the requested information through a private message rather than posting it publicly. This will help keep your personal and purchase details secure. To access your private message, just click the little blue envelope icon on the upper right corner of your HP Community profile, next to your profile name. Alternatively, you can click on this link.  

You can use this link as well:  

Private Messages - HP Support Community 

Have a good day.

[JackamusFL]

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[JackamusFL]

Please see if you got my message

[Pallipurath]

Hi @JackamusFL 

Thank you for responding.

Unfortunately, there are no other actions we can take through this route. I recommend contacting our phone support for more assistance. 

  

This may necessitate a one-on-one conversation to resolve the issue via remote assistance. 

  

We recommend taking the conversation to our phone support team. They'll work with you one-on-one to get the issue sorted, possibly with some remote assistance magic. 

  

1) Click on this link— https://support.hp.com/contact 

2) Add or select the product, and change/select your region. 

3) Enter the serial number of your device or select Let HP detect your product option. 

4) Choose "other" option from the list 

5) Select the "continue to contact" option. 

  

You should see the HP phone support number or chat option listed. 

They will guide you further. 

Have a good day.