How do I get a defective ink cartridge replaced?

[CMig]

I purchased a new ink cartridge and it would not load in my printer. I have never had problems in the past so this is a defective ink cartridge. How do I get a replacement since WalMart will not do anything after the purchase is complete?

Thanks.

[Bob_Headrick]

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" (for your printer).  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.

[CMig]

Hi Bob,

Thank you for your expertise. I followed your instructions today. I teach a university course on community in business. The students read The Business of Belonging by David Spinks. The author writes about communities online where people help each other solve issues. You are exactly the expert that the author writes about in the book! At Level 16, I think you are in the Leader category as defined by the author. I am so glad you are helping us!

Cindy

[Bob_Headrick]

Thanks for the kind words, it is good to be appreciated :-).

I would ask that you return to the thread and mark it as resolved once the replacement cartridge arrives and resolves the issue.  Having the solution marked can help others find the answer when they search.

[CMig]

Ok - will do! How long does it take HP to respond to my request? I received a warranty validation form and the approximate number of business days until I receive a response is listed as 1. That was 2 days ago.

[Bob_Headrick]

I expected you would have received a response by now. Can you take a picture of the cartridge warranty information and post it here (the warranty date printed on the cartridge)?  I could then ask to have your case escalated.

[CMig]

Hi Bob,

HP closed the case with no resolution! I would like to have a replacement cartridge for the defective cartridge I purchased. I took photos of the box that the cartridge came in, the cartridge, and the wrapper. I don't see serial numbers on any of the items but you can see from the package that the warranty is good until March 2026. Do I need to open another case since the original case has been closed? The numbers on the cartridge package are MYS2 251100 240511 2224. 

Thanks, Cindy

[Bob_Headrick]

I will escalate your case. It looks clear that the cartridge is genuine HP and in warranty. I will send you a private message asking for more information on how the case was closed and some other information. [Edit - for some reason I cannot send you a message.  Was there any message associated with the case being closed?]

[Raj_05]

Hi @CMig,

Welcome to HP Support Community. 

Thank you for posting your query, I will be glad to help you.

I would need to know a few details regarding your Instant ink account to help you get the ink cartridges sorted. Since the instant ink account details are confidential, please send me the required information via private message. 

To locate your account, please provide

Your registered email address

Your Instant Ink account ID

Serial number of your printer enrolled in instant ink

Confirm your address,

Please click on it. I hope this helps resolve this issue completely, Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Yes" on the bottom right to say

Take care and have a great day ahead!

Alden4

HP Support  

[Bob_Headrick]

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@Raj_05 wrote:

[snip]

I would need to know a few details regarding your Instant ink account to help you get the ink cartridges sorted. Since the instant ink account details are confidential, please send me the required information via private message.  [snip]

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@Raj_05 - The cartridge is not HP Instant Ink; it is a retail cartridge, HP 61 Color under warranty until March of 2026 as indicated in the post with pictures above.  The cartridge was new and failed when first inserted into the printer.

Please arrange for a replacement.