Solved: HP cartridge not communicating with printer - HP Support Community

guyfawkes2023 · ‎05-03-2023

I bought a new 304XL black cartridge and after much searching within HP and Reddit and trying the multiple suggestions (resetting printer, cleaning the cartridge electrical points of contact, etc...) The previous black cartridge and current colour one work just fine. I believe I have purchased a defective cartridge. The store I bought It from does not accept returns of these kind of products. The previous black cartridge and current colour one work just fine. I would like to know if HP provides a replacement in these type of situations.

Best regards

Bob_Headrick · ‎05-03-2023

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 may say "Manufacturer's warranty has expired" if your printer is no longer in warranty. 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.

Bob Headrick, HP Expert
I am not an employee of HP, I am a volunteer posting here on my own time.
If your problem is solved please click the "Accept as Solution" button
If my answer was helpful please click "Yes" to the "Was this post helpful" question.

View solution in original post

Bob_Headrick · ‎05-03-2023

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 may say "Manufacturer's warranty has expired" if your printer is no longer in warranty. 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.

Bob Headrick, HP Expert
I am not an employee of HP, I am a volunteer posting here on my own time.
If your problem is solved please click the "Accept as Solution" button
If my answer was helpful please click "Yes" to the "Was this post helpful" question.

guyfawkes2023 · ‎05-03-2023

You're a lifesaver!

I have followed the steps that you mentioned and submited the form regarding the defective cartridge.

Thank you so much!

Bob_Headrick · ‎05-03-2023

I am glad I could help. Be sure to return to the HP Forum in the future for any further questions you have regarding HP products.

Bob Headrick, HP Expert
I am not an employee of HP, I am a volunteer posting here on my own time.
If your problem is solved please click the "Accept as Solution" button
If my answer was helpful please click "Yes" to the "Was this post helpful" question.

HP cartridge not communicating with printer

Create an account on the HP Community to personalize your profile and ask a question