INK ISSUE

[dqdq18]

How do I go about getting my ink replaced? I bought a black and color 65XL combo for $100 and after 12 prints of a REGULAR document with very little color, the color is blinking that it is out. 
I have called customer service and she said the ink is low so they cannot replace. Well yes, that is indeed the problem, the cartridge is defective. I asked to speak to a manager and she stated they would say the same thing. I am frustraged, as it was $100 and it doesn't work. She then said that my printer may be the problem because it is "obsolete" however there have been zero issues until this cartridge. Can someone help me with how to get this rectified? 

[VikramTheGreat]

Hi @dqdq18,

Welcome to the HP Support Community.
 

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

I’m really sorry you’ve had this experience. I completely understand how upsetting this is, especially after spending $100 on a new 65XL combo and seeing it run out after so few prints. I truly apologize for the frustration this has caused. You did the right thing by reaching out, and I want to help get this properly reviewed.

You’re absolutely right in saying that 12 regular document prints with minimal color usage is not expected behavior for an XL cartridge. While ink levels can vary based on usage, what you’re describing does warrant a closer investigation, and we do want to make sure nothing defective or incompatible is being overlooked.

I’m also sorry to hear how the interaction felt when you contacted support earlier. I understand how discouraging it can be to feel unheard, especially when the issue is still unresolved. Please be assured that we can recheck this more thoroughly.

Here’s how we can move forward and get this escalated correctly:

To review your case and explore all available replacement options, we’ll need a bit more information:

• Your existing HP case number, if one was created during your call
  OR
• The exact printer model
• Clear photos of the ink cartridges you’re currently using (showing:
  • The cartridge model number (65XL)
  • The ink level or blinking/error indication, if visible)

Once we have this information, we can:

• Verify cartridge compatibility with your printer
• Review warranty or goodwill replacement options
• Confirm whether the printer firmware or ink detection may be contributing to the issue

Regarding the comment about the printer being “obsolete,” I’m sorry for the confusion that caused. Even if a printer is older, that alone does not automatically disqualify ink support, and it certainly doesn’t explain a sudden, drastic drop in ink performance when the printer was working fine previously.

Please reply here with the case number (if you have one) or the printer model and cartridge images, and I’ll make sure this is taken forward with the right level of attention. We really do want to help make this right for you.

Take care and have an amazing day!
 

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Regards,

VikramTheGreat