HP sending ink cartridge replacements ... ?

[kirk_i]

I started a forum topic for my genuine ink that suddenly stopped working last July, and my 2022 posts have been locked now so i have started a new post here, as an FYI for anyone interested or has been in the same predicament. In summary i suddenly got Error messages on 3 out of the 4 cartridges in my 7740 printer, plus i had 6 cartridges of stock on my shelf. Had barely used the printer over those past 18 months of covid lockdowns, and the so-called "warranty dates" were close. I ended up inserting my 6 stock inks one by one and each got the same Error.

By November 2022 i'd been told i'd get replacement inks, then i heard nothing more, then the online case "was closed"

Recently in April 2023. long after i'd given up on my case, i was approached by HP and after another few weeks they agreed to send 4 new inks

In total it took 10 months or so, but i finally received 4 new cartridges last week. While that makes me happy, the entire last 10 months has given me a rock-bottom impression of HP Customer Service. The final person that i talked to and emailed with, to obtain these 4 inks, still did not acknowledge my spare stock of 5 more cartridges, replacing "only what's in the machine" seems to be all they'll do. So while remaining unsatisfied, i'm happy that i can be using my own printer once again, and it seems i will have to "write off" my other 5 cartridges completely. LOL they're almost another year "out of warranty date" now so i'm just left holding the shonky goods, that i paid full retail $$ for - all these fresh genuine HP inks going into the bin

I'm not even sure that if HP agreed to replace my 5 stock inks as well, that it would raise them off rock-bottom in my opinion - as a HP customer i feel like they're happy to take my money, then they took away my ability to use their (my) ink

[Bob_Headrick]

I understand your frustration.  This is an issue that was caused by HP and has been going on for a long time.  Your original post is here. 

For others following the issue, HP changed the design of the cartridges used in your printer and updated the firmware to reject the old generation cartridges.  See the document here for information.

I am glad that (finally) HP replaced four cartridges, three of which were giving the "Older Generation Cartridge" error.   You mention that you have six cartridges that have not been replaced by HP and give the "Older Generation Cartridge" error.  HP should replace any genuine HP cartridges that are giving the Old Generation Cartridge error.

I will ask again to have your case escalated.

Edit - Please do not toss the defective cartridges, they may be needed to get replacements.

[sandytechy20]

@kirk_i 

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. 

[kirk_i]

@SandyTech20... it is almost 2 weeks since your last message below - i have had zero contact from anyone at HP - after you said that i would be contacted again by the "appropriate team within HP"

Please follow up with them - can you do that ? I would appreciate someone reporting back to me...

...have  i provided enough detail, information and proof over the past 10 months for my issue; what more can i do to have it resolved..?

thank you, ian

[sandytechy20]

@kirk_i 

I see that the appropriate team is working on this issue.

I have updated them to contact you ASAP.

Be rest assured that this issue will be addressed.

Cheers.

[kirk_i]

@sandytech20 - - - yet another 2 weeks have passed, and i have heard nothing, and received no emails or cartridge replacements from HP, after you said that "the appropriate team" would be in contact again

i think i may have received a phone message at one stage, but the communication was garbled and completely unable to be understood due to the signal - but i cannot actually be sure if it was a HP representative, as no other follow-up occurred

I must say that i have shared ALL of the requested details and issues with representatives of HP on many occasions in the last 12 months, and i constantly seem to have to re-explain my situation again and again...can anybody not see how frustrating this entire process has been for me ?

as you are my only contact at HP at the moment, please re-check and reply on where my case is at

thank you

ian

[Raj_05]

Hi @kirk_i,

Thank you for your response, 

I understand an apology will not suffice for the delay.

However, We have escalated this issue internally and awaiting an update. We will have the relevant team connect with you and help you with an update at the earliest. 

Take care and have a good day. 
 

Alden4

HP Support

Serial Number

[kirk_i]

Hello, just an update for anyone in the HP Community Forum, looking around at HP Ink issues with their printer - - - i put a message out here 6 weeks ago which remains unresolved. Nearly 12 months ago i raised my issue, which was only partially resolved recently. I have answered calls and spoken to HP representatives in call centres, received emails from those people - and also have spoken to "HP Customer Service Case Managers" and also communicated by email with them too.

I have asked if i can speak or communicate directly with management at Head Office Australia. It would appear to me that the HP Customer Service management team prefer to set the guidelines and scripts, and then shield themselves by not communicating directly with customers at times when required - i am at a point where i feel there will only be a final resolution by a senior manager approaching me to fix this

So frustrating, and i do not know if others have had such long-standing issues, or why i am still in the frame. Will i be able to have a manager from HP Australia head office to reach out ??

Yours sincerely

ian

[Rainbow23]

Hi @kirk_i,

I've sent you a private message with the information to talk to HP Support. 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 or simply click on this link

Take care and have a great day ahead!