Defective cartridge

[devlarry]

I purchased HP Cartridges and replaced them recently. Now the Yellow cartridge is showing empty on then Printer and Scan Doctor. I removed the cartridge and put it back in. I powered off the printer and back on. I tried running the head alignment and the cleaning but it won't work. I tried the AI assistant and it finally stated that I need to call live support. I cannot find and phone number for live support. One web page wanted me to pay for support. How do I get a replacement cartridge?

HP 962XL 3JA02A Warranty ends: 2026/05 Yellow

[Hawks_Eye]

Hi @devlarry 

Welcome to the HP Support Community!

Thanks for posting your query! We're here to help you get back up and running.

That’s frustrating. Since you've already tried reseating the cartridge and running alignment and cleaning cycles, here are a few additional steps to troubleshoot:

Troubleshooting Steps

Step 1: Remove and Reinsert the Cartridge

• Open the printer’s cartridge access door.
• Carefully remove the yellow cartridge and inspect it for damage or ink residue.
• Firmly reinsert the cartridge into its slot and close the access door.

Step 2: Clean the Cartridge Contacts

• Power off the printer.
• Remove the yellow cartridge.
• Use a lint-free cloth lightly dampened with distilled water to clean the copper contacts on both the cartridge and inside the printer.
• Allow it to dry completely before reinserting the cartridge.

Step 3: Perform a Hard Reset

• Turn off the printer and unplug the power cord from the back.
• Wait 60 seconds to clear any residual errors.
• Plug the printer back in and turn it on.

Step 4: Update the firmware on an HP printer

• HP regularly releases new firmware versions for printer enhancements, app updates, or issue fixes. Update the firmware regularly to get the most out of your printer.
• Click on the link below for instructions on how to update the firmware of your printer.
  https://support.hp.com/in-en/document/ish_1776648-1643972-16

Step 5: Try a Different Cartridge

• If available, test with another yellow cartridge.
• If a new cartridge works, the previous one may be defective and eligible for replacement under warranty.

If the issue persists, you may need to request a replacement. Let me know if you need assistance with HP’s support process!

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Take care, and have an amazing day!

Regards, 

Hawks_Eye

[devlarry]

I bought a replacement cartridge and it it working now. How do I get a refund for replacing the defective cartridge and what do I do with it? 

[Hawks_Eye]

@devlarry 

Glad to hear the replacement is working! 

As for the defective cartridge, HP does have a warranty policy for ink cartridges, even if your printer is out of warranty. Here’s how you can request a refund or replacement:

I'm sending you a private message to guide you on the next steps.

To access it, click the private message icon in the upper-right corner of your HP Support Community profile, next to your name.

If this resolves your issue, kindly mark this post as "Accepted Solution" and click "Yes" if it was helpful.

Take care and have a great day!

Regards,

Hawks_Eye