Faulty Ink Cartridge

[dabatl]

I ordered an HP 67 Black/Tri color cartridge from Amazon on Feb. 21. The black cartridge worked well when I needed to use it, but when the old color cartridge ran out of ink and I tried to replace it with the cartridge I purchased, the printer was not able to recognize and align the printer. I subsequently had to buy another color cartridge which worked OK. Disappointed that I cannot find a section on the HP web site to initiate a replacement or contact someone directly. Now leaning towards buying future cartridges from a bricks and mortar store rather than Amazon since the HP support # shown on the website does not work and the Amazon return window closed on March 25 which is too short if you want to keep a spare cartridge on hand.

[Bob_Headrick · Accepted solution]

Genuine HP 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.

[dabatl]

Bob, thank you very much for your excellent directions. I was able to submit a dispute and will see what action they will take. 

[dabatl]

After following Bob's detailed instructions for navigating the many options for reporting the faulty cartridge, I was pleased to receive a notification that a case file had been opened. (At some point I received a request to indicate if the problem was resolved and thinking that it was in reference to being able to report the problem, I responded YES, which subsequently resulted in a message that the case had been closed. Not sure now what impact this will have on addressing the problem).

I then received an email from HP Support referencing my complaint, but basically directing me to a series of diagnostic questions that were totally unrelated to resolving the faulty cartridge problem. The email ends with the wording 'HP appreciates your business'. I have no doubt they appreciate everyone's business but am feeling that their virtual problem-solving approach helps get rid of complaints and problems when the value of the time spent trying to solve the problem exceeds the product value.

[Bob_Headrick]

Oops - when you replied "yes" to the "was your problem solved" question it likely caused them to mark the issue solved and they closed it.  I would have expected them to ask for information on the cartridge, including the end of warranty date on the cartridge.

You may need to repeat the process to open a new case.