I bought a 951XL Megenta replacement cartridge that seems defective

[Trilogy2]

I bought a genuine HP 951 XL Magenta cartridge.  When I replaced the depleted one with the new one, I received a message that the ink delivery system had failed.  At the same time, there was also what resembles a paper icon in the lit magenta column on the printer.  I shut everything as the help screens indicated, removed the new cartridge, and put the old one back in.   Neither the system error nor the paper icon was present when I turned the printer back on.  The new cartridge has a warranty until 2025/06.

I have purchased two new HP printers previously after testing those that have failed with a live tech from HP, and I would do this again if I saw the option.  I have a few additional replacement cartridges for my current one which I might have to throw away because this printer has failed.  I don't wish to buy another magenta cartridge to prove to myself, without help from HP, that the printer has actually failed and have yet another new cartridge to throw away.  This is a printer that gets light home use.

I find throughout many industries that personal support has been greatly reduced by replacing people with machines that cannot do the jobs that only qualified people can do.  I hope the Community can help, but if this takes much more time.  I will cease to be a loyal HP customer and publicize this new and very annoying experience

[Nal_NR · Accepted solution]

Hi @Trilogy2,

Welcome to the HP Support Community. 

I'd be happy to help you! 

Splendid analysis and remarkable patience were shown. It is immensely appreciated.

If you have performed all the steps from this document and still having issues then it's a hardware issue.

Hope this helps! Keep me posted for further assistance

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

[Trilogy2]

Hello @Elohi_NR,

Thank you so much for your thorough and illustrated response in the attached document that you sent.  After a good deal more time, I reached an HP Human by phone in the department that handles cartridge warranty issues.  He is sending me a replacement cartridge to test the validity of the failure message I have received.

I believe I have already performed the steps presented in the document you kindly sent.  As soon as I receive the replacement cartridge, I shall review the steps in your document details to ensure I have not missed anything and then try the new cartridge.

I’ll let you know how it goes.  Thanks again for your kind help.

Trilogy2

[Nal_NR]

Hi @Trilogy2,

That's fantastic news. I appreciate your time and patience with us. Do keep us posted if anything in the future.

Take care.

[Trilogy2]

Hello Elohi

Hello Elohi_NR,

I have to confess that when I posted my question to the Community, I viewed the post as a last-ditch effort to save the printer.  But I did not have much hope for the quality of support.  I did not expect an answer from an HP agent, but only from other users.

Your attention to my situation and HP’s willingness to send me a replacement with which to further test the printer has encouraged me to remain with HP regardless of the end result.  If the Deskjet turns out to have failed, I won’t be happy; but I will not “jump ship”.  I’ll have to figure out whether taking advantage of the “All in One” plan makes more sense than replacing the printer at this stage of my life.

You take care as well, sir.  Thank you again.