Defunct/Bad Ink

[Calhorn]

My black ink (902 XL) ran out in my printer. i opened a brand new one and it couldn't print in black at all. I cleaned off the digital interface  of the cartridge and the opening for the ink in the cradle. I shook the cartridge and could hear liquid sloshing around. Put the new cartridge back in and it still wouldn't print ink.

Opened my backup 902 XL box, put this cartridge in, and my printer finally was able to print in black. Really glad I had a backup ink cartridge for my backup ink cartridge.

How do I return the defunct cartridge to HP for a refund? The virtual agent was worthless, stating I couldn't talk to an agent since my printer is out of warranty. Perhaps the virtual agent can have an option for assistance with ink that does NOT involve the printer?

[Bob_Headrick]

The cartridges do have a warranty, see the document here for information. To get warranty coverage you will need to go to the Contact HP page, then enter the information for your printer.  At this point it will likely say "Manufacturer's warranty has expired"  To the right of this it will say "See details".  Click the "See details" link, which will open another page with more details.  Near the bottom of the text will be a paragraph that says : 

HP has checked your product information, including the product and serial numbers, to determine your warranty results.The legal warranty expiration date is based on the date of purchase, as indicated on your receipt. If you feel these results are incorrect, you may submit a dispute for review. Dispute this > 

Click on the "Dispute this" link which will ask for some additional contact information.  Fill out the contact information, then in the bottom section select: 

Dispute reason  

  Issue with my Accessories, Supplies and/or Software. 

In the comment section indicate that you have a defective supply that is in warranty, you have verified the supply is defective by switching it with a replacement supply.

[Calhorn]

Thank you for the help Bob. Unfortunately HP decided it was not worth their time. They closed the case without even attempting to resolve the issue.

[Bob_Headrick]

The fact your (spare) replacement cartridge resolved the issue would confirm the first cartridge was defective.  Was the defective cartridge still in warranty?  What was the warranty date?  

[Calhorn]

Unfortunately I can't decipher what the warranty date is. I went after the spot on the year with a utility knife with no success. I was afraid I was going to pull the year off completely trying to get it off, which would most likely hinder any attempts by HP to help with this issue (assuming they decide to undo ignoring my request).

[Bob_Headrick]

Do you happen to have the original package the cartridge came in?  It would also have the warranty date, typically on the back lower right side of the package

Also, could you post a picture of the side of the cartridge with the product label?.  

[Calhorn]

Took me a bit of dumpster diving to find the box. Looks like the cartridge expires January 2024.

[Bob_Headrick]

OK, your cartridge *is* under warranty and it is clearly defective as evidenced by the fact that the replacement cartridge worked.  I will ask to have your case escalated and a replacement cartridge sent to you.

[Betty0610]

@Calhorn

Welcome to the HP Support Community.

I'd love to help.

I have sent you a private message, for more details that cannot be shared in a public post.

Please do check your inbox on the communities page for the private message.

Let me know if this helps.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

Thanks!

[Calhorn]

HP is refusing to replace the cartridge and refusing to reimburse me for the cost. I am done using HP.

Bob, thank you so much for taking the time to assist me as best as you could. If HP was even 20% as helpful as you, I would not need to write this response.