How do I get a replacement for a defective printer cartridge?

[jimw264]

I recently bought a combo 2 pack consisting of a 64XL black cartridge and a 54 Tri-color cartridge at Walmart. When I put the black cartridge in the printer, it tells me that it is defective. If I put a different cartridge (64 black) in, it works fine. If I put the old cartridge back error, there is no error message, but when I put the new XL in, I get the same message. I went back to Walmart and they said they can't take back cartridges if they are opened. I didn't know it was defective until I opened it and put it in the printer so that doesn't make sense. I cannot find anywhere how to return the cartridge to HP for replacement as it was defective out of the box. Can anyone point me in the right direction? Thanks

[Nal_NR]

Hi @jimw264,

Welcome to the HP Support Community.

I understand that you are facing issues 64XL black cartridge. I'd like to help!

Please follow the steps below. 

These steps apply to printers with two cartridge slots (black and tri-color). If you do not have a replacement cartridge available and need to print, remove the cartridge indicated in the error message. Acknowledge any prompts to initiate single-cartridge mode, and then try printing. Be sure to complete the following steps before installing any new cartridges.

Perform the following tasks in the order given. Use the printer after each task to see if the issue is resolved.

• Check the ink cartridge numbers
• Make sure the cartridge model numbers match your printer and country/region.
• Open the door or lid to the cartridge access area. Wait until the carriage stops moving before continuing.
• Look at the cartridge labels.
• The printer is enrolled in Instant Ink. The cartridges should be marked "Instant Ink". The numbers on Instant Ink cartridges are different from standard cartridges, and Instant Ink cartridges may be larger. Your printer is designed to work with the cartridges shipped to you by HP Instant Ink. If you see Cartridge cannot be used until the printer is enrolled messages, use HP's Virtual Agent for quick help, or go to HP Instant Ink support.
• The printer is NOT enrolled in Instant Ink. Go to the HP Store to make sure that the cartridges are compatible. Your printer must be enrolled in Instant Ink to use Instant Ink cartridges.
• Replace any incompatible cartridges.

NOTE:

HP+ printers require Original HP cartridges.

Reset the printer

• Reset the printer to recover from printer errors or failures.
• If your printer has a rechargeable battery, remove it.
• With the printer turned on, disconnect the power cord from the printer.
• Unplug the power cord from the power source.
• Wait 60 seconds.
• Reconnect the power cord to a wall outlet and to the printer.
• NOTE:
• HP recommends plugging the printer directly into a wall outlet.
• Turn on the printer to complete the reset.
  
  If this does not work, follow the remaining steps (3rd step) from this link here

Hope this helps! Keep me posted.

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 “Thanks” for helping

[Nal_NR]

Hi @jimw264,

Have you tried those steps yet? Do you still need assistance? Let me know if I can help. Have a great day 🙂

[jimw264]

Thanks for the response, however it did not solved the problem. Since my initial note, I had to replace the color cartridge. When I put it into the printer, I got the same "defective cartridge" message that I did with the 64SL Black cartridge. I got another 64 color cartridge and it worked fine. So bottom line, is that both cartridges from the same combo pack result in the "defective cartridge message, but using a different new cartridge there was no error message and the printer is working fine. The question now is how do get a replacement combo pack to replace the combo pack with two defective cartridges?

[Nal_NR]

Hi @jimw264,

Thanks for the details. 

I've sent you a private message. 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.

Hope this helps! Keep me posted. 

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 “Thanks” for helping