Instant Ink Issues - Replace faulty cartridges

[Debg5]

I had received a new ink shipment and it was time to replace my black cartridge.  When I did so it said that the cartridge was incompatible.  I followed all the troubleshooting guidelines on the virtual assistant, even replacing the cartridge with the other one that was in the same shipment to no avail.

Then, I remembered that I had one cartridge left from the previous shipment and tried that cartridge -- it worked!

However, I have been attempting to contact the company through instant ink to get my 2 faulty cartridges replaced for my instant ink program.  I can not get a response.  This is my last cartridge that I loaded and I have no assurance that these two faulty ones will be replaced.  How should I proceed?

Thank you.

[Irfan_06 · Accepted solution]

Hi @Debg5,

Welcome to the HP Support Community.

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

I see that you are facing an issue with 2 instant ink cartridges you received as it gives you an error.

To validate your instant ink subscription and help you get the order placed, we need some information related to instant ink account. This information cannot be shared on a public post.

I have sent you a private message to get this information. Please reply to this in a private message.

To access your private messages, click the Private message icon on the upper right corner of your HP Community profile Next, to your profile Name, you should see a little blue envelope, please click on it or simply click on this link

Take care and have a good day.

Irwin6

HP Support

[Irfan_06]

Hi @Debg5,

Thank you for sharing the information related to your instant ink account and to confirm your shipping address.

I have placed an order for the black and tri-color cartridge to be sent to you on express delivery, the cartridge is not ready to be shipped yet and once they are ready to be shipped you shall receive the tracking link via email and notification on the app.

Please click “Accepted Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

I hope this helps.

Take care and have a great day ahead!

Irwin6

HP Support

[FlissH]

Have you had any response ?

I've got a faulty black cartridge and have spent HOURS online with the ridiculous chat'bot that is hopeless and I'm going round and round in circles.  Despite asking, I have not been connected to an adviser.  I have a lot of printing to do and NO black cartridge.  I've done all the tests recommended but no way to request a replacement to what is OBVIOUSLY a faulty cartridge.

HELP - this is beyond a joke