Instant ink cartridges don't fit

[leonlionuk]

Recently bought a HP Deskjet 2710e.

I bought it because it comes with a 6 months trial of instant ink.

The instant ink cartridges have arrived and are much larger.

I assumed they were the wrong cartridges.

They fit in the cradle correctly but prevent the door from closing.

They also prevent the cradle from moving fully to the left and the right.

I phoned customer service, the guy was very polite.

He had me watch a video on how to install them.

He told me I have the correct ink cartridges for the printer and what I am saying is impossible.

I did offer to send pictures and videos, but he said there is no point.

At the end of the call he said he did not know how he could help.

Can someone here please help?

Cant move further left

Cant close the door

Cant move further right

[Raj_05]

Hi @leonlionuk,

Welcome to HP Support Community.  

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

I'm sorry to hear about the trouble you're experiencing with your HP Deskjet 2710e and the Instant Ink cartridges. It can be frustrating when things don't work as expected. Let's try to troubleshoot the issue.

Double-check the Cartridge Compatibility:

• Ensure that you have the correct Instant Ink cartridges for your specific printer model. Check the cartridge number against the one specified in your printer's manual or on the official HP website.

Reinstall the Cartridges:

• Remove the cartridges and reinsert them carefully, ensuring that they are properly seated in the cradle. Make sure they click into place.

Inspect for Obstructions:

• Check inside the printer for any obstructions that may be preventing the cartridges or the cradle from moving freely. Remove any visible obstacles.

Confirm Cartridge Placement:

• Make sure you are placing the cartridges in the correct slots. Refer to the printer manual or markings on the printer for proper placement.

Firmware Update:

• Check if there is a firmware update available for your printer. Sometimes, updating the firmware can resolve compatibility issues.

I hope this helps. 
 

Take care and have a good day.

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!

Alden4
HP Support 

[leonlionuk]

That is not remotely helpful Alden4.

If you had taken a minute to read the post, you would know why.

[Raj_05]

Hi @leonlionuk,

Thank you for your response,

Due to limited support, I would request you contact our HP Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link.

https://www.hp.com/contacthp/

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

Alden4
HP Support 

[leonlionuk]

Again as stated in the original post.

I have already spoken to HP support and your support engineers.

They have said the ink cartridges are correct, this is impossible and cannot help further.

I also do not appreciate HP employees marking an incorrect response as an accepted solution.