Leaking Printer and Instant Ink Troubles

[missv82]

To whom it may concern,

After many years of having a high end HP printer, copy, and fax-- my dad (83 years of age) decided to downgrade to a more simple HP printer. My dad got an HP Office Jet Pro 6978, uses 902 HP Ink Cartridges. First off, we had the hardest time cancelling our instant ink and even after we were wrongly charged and called up, we were still charged yet again for a printer my dad didn't even have any longer in our possession. We only ever use HP ink in our printers. We realize it is more expensive than buying off brands but we want the printer to function at the highest level. My mom went out and went to Staples and spent well over $200 on ink. We brought it home, installed it in the printer and the majority of the ink leaked all over the bottom of the printer. So the printer itself is messy and as a result damaged in my eyes and we wasted a ton of money on ink cause the majority of it is lying in the bottom of the printer. I would love to be able to send photos to show you. I do have them. In this day and age where middle class people like ourselves are struggling to make ends meet-- it was a lot of money down the drain between the printer and the ink. I am not one to complain but this cost my parents and I quite a bit of money. I will love to know what HP can do to compensate us for this. Again, happy to send photos if you can allow. 

[Pallipurath]

Hi @missv82,

Welcome to the HP Support Community.

Thank you for posting your query.

I sincerely understand how upsetting and frustrating this experience has been for you and your family, especially given your father’s age and your long history of choosing HP products. 

We recognize the stress caused by the Instant Ink billing issues, the loss of costly ink, and the damage to the printer, and we truly regret the inconvenience and financial burden this situation has created. 

This is not the experience we want for our customers, and we appreciate you bringing this to our attention so we can work toward a fair resolution. I would request you to please share me the picture of four cartridges and picture of the Unit.

Take care and have an amazing day!

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards

Pallipurath.

[missv82]

Thank you for reaching out! The issue has unfortunately not been resolved yet and I would love to share pictures with you. 

 

 

 

 

 

[Pallipurath]

Hi @missv82,
 

Thank you very much for sharing the picture, I truly appreciate your effort.

Upon reviewing the images, I noticed a mismatch in the cartridge placement. In one of the images, the magenta cartridge appears to be inserted in the cyan slot, while in another image it is shown in the magenta slot.

 To help me provide you with accurate guidance, could you please share a clear and updated image showing the cartridges correctly aligned in their respective slots?

In addition, I kindly request you to clean the affected area where the ink has leaked using a soft cloth.

 Once cleaned, please reinstall the cartridges carefully in their designated slots and check if the issue persists. This will help us rule out any installation or seating problems and move forward with troubleshooting more effectively.

Please revert.

Take care and have an amazing day!

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards

Pallipurath.

[missv82]

Understood, these photos were taken more to show you the ink at the bottom of the printer and the state of the printer as it stands now. I did place all the cartridges in correctly. I can reassure you it’s not in the wrong slot. I believe it’s just the angle on the photo. I was trying to get the reflection of the ink at the bottom of the printer. I can definitely send an updated photo when I’m home later to show you all ink is installed correctly. I’m not able to clean up the ink at the bottom of the printer unfortunately as the space is tight and I can’t get my hands down there. 

[missv82]

Here’s some new photos so you can see all the cartridges are in the correct 

 

 

 

[Pallipurath]

Hi,

Welcome to the HP Support Community!  

  

We're here to help you tackle that hardware malfunction! Don't worry, we've got your back!  

  

To get you the best assistance, we need to take this conversation to a private chat. We're inviting you to a private message to protect your privacy and ensure that any sensitive information remains confidential.  

  

To access your private message, just click the little blue envelope icon on the upper right corner of your HP Community profile, next to your profile name. Alternatively, you can click on this link.  

You can use this link as well:  

Private Messages - HP Support Community 

We're looking forward to helping you resolve this issue!  

  

Stay tuned, and thanks for your patience!  

  

Best regards,

Pallipurath.

[missv82]

I tried clicking the link and looking for the envelope. I am unable to get to it. When I click the link I get this message.