Dried up Ink Cartridge

[CathyDi]

I purchased the 65XL HP color and black ink cartridges from Staples last year. I didn't need the color cartridge until now. I installed it last week and tried to use it today and it is dried out.  There is no blue at all and the other colors are very light. I ran all off the scans mentioned in terms of cleaning the cartridges and even tried taking it out and cleaning it with distilled water but nothing worked. I then took it back to Staples and they told me to go to HP for resolution.  Can I return the cartridge to HP and get a new cartridge?  

[Max3Aj]

Hi @CathyDi,

Welcome to the HP support community.

Please help us with your HP unit serial number or the product number on a private message for further assistance.

Here is the link to find the product number:- Click here

In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name.

Max3Aj

HP Support 

[CathyDi]

My product # is: J9V91A.

I already returned the cartridge to Staples but they could not replace it. Unfortunately, it was full of ink so a real waste of my money.

[zoey7886]

Hi @CathyDi, Thank you for the details.

Please share the images of the cartridge warranty. I will check the warranty status and guide you through the next process. 

Looking forward to your response!