Defective brand new HP 21 ink cartridge

[Loufute]

Hi,

I have been having a HP Deskjet F4180 printer for years that still works. Recently, I've bought an official pair of HP cartridges (colour - 22 ; black - 21) to a local store in Belgium as I often do. I've installed the color one without any problem. Later on, when I installed the black one, I was surprised that it was not recognized by the printer, despite its 2022/11/20 expiration date.

I've tried several OSes, I've tried resetting the printer, nothing worked. Fortunately, I still had my previous black cartridge, and that one is directly recognized, exactly like here or at many other places. This hints to a defect to that particular cartridge.

As the packages have been opened (and one of the two cartridges actually used), the local store refuses to exchange it. I've been trying to contact some human from HP Belgium for a few weeks without any success (and the virtual assistant is not of any help) as my printer is not under guarantee anymore (but the cartridge is).

Would it be possible to point me toward someone who could provide me with some help?

Many thanks in advance,

Loufute

[KrazyToad · Accepted solution]

@Loufute

Welcome to HP Support Community

I understand your concerns and frustrations

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

Please check your Inbox

Thank you

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[lucasal]

Good evening, I bought an original HP 21 black cartridge (C9351ae) for my HP Deskjest F380 printer. I bought it in Italy in Turin at Unieuro Via Vandalino 101. I replaced it as I usually do but it continued to give me the error message as if he did not recognize it. I went back to the store and they changed it for me but the problem returned. If I insert the old original black cartridge it does not give me any error but it does not print because it is exhausted. I tried to reset the printer but nothing has changed.

The color cartridge is almost empty but it works. Is it possible to understand if it is a lot of cartridges with some problems? The Unieuro store will not replace it for me further.
Can you please contact me to solve this issue?
Thanks for your collaboration.

Regards,

Luca

Luca

[lucasal]

Good evening, I bought an original HP 21 black cartridge (C9351ae) for my HP Deskjest F380 printer. I bought it in Italy in Turin at Unieuro Via Vandalino 101. I replaced it as I usually do but it continued to give me the error message as if he did not recognize it. I went back to the store and they changed it for me but the problem returned. If I insert the old original black cartridge it does not give me any error but it does not print because it is exhausted. I tried to reset the printer but nothing has changed.

The color cartridge is almost empty but it works. Is it possible to understand if it is a lot of cartridges with some problems? The Unieuro store will not replace it for me further.
Can you please contact me to solve this issue?
Thanks for your collaboration.

Regards,

Luca