Solved: Guarantee for cartridge - HP Support Community

HervéB · ‎03-13-2021

Hello, I installed an HP301XL cartridge which worked fine to print about 50 pages and then nothing and a message displayed on my Envy 5530 printer "This cartridge is not for this printer". The printer cannot be involved because with a new cartridge it prints perfectly. On the HP site it is written that the cartridges are guaranteed on the double condition that the ink is not exhausted and that the expiration date has not been exceeded (both conditions are met). The C-discount seller replies that the warranty does not apply and HP cannot be contacted to assert the warranty. My question: how do I get redress? If not, what is the point of buying original cartridges? I have so far only used original HP cartridges. For your information, the part numbers for the hp301XL black cartridge CH563E 2022/05/28 Y 2382517146168284. Thank you in advance for your help.

sandytechy20 · ‎03-14-2021

@HervéB

Welcome to the HP support community.

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community.

Sandytechy20
I am an HP Employee

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Repairatrooper · ‎03-13-2021

Sounds like the seller does not want to assist. Go to support.HP.com and start a case with HP. It is possible that the seller is not an authorized reseller and that is the reason they won't assist.

If you find the information provided useful or solves your problems, help other users find the solution easier by marking my post as an accepted solution. Clicking "yes" on "was this reply helpful" also increases the chances that this solution will help others.
I am a volunteer, offering my knowledge to support fellow users, I do not work for HP nor speak for HP.

HervéB · ‎03-13-2021

Thank you for your answer but I always come across an unsuitable section or a message "This portlet is unavailable". Would you have a contact that is not a chatbot please?

Repairatrooper · ‎03-13-2021

I have messaged the moderator and asked them to have an HP rep reach out to you. They will usually contact you via private message. Watch the envelope at the top of the screen next to your name.