Magenta ink is dried up

[Lat101]

On Wednesday, October 4, 2023 I contacted HP instant ink support because my printer was no longer printing the color magenta. After a long involved conversation with the tech, he claimed that it was not an ink cartridge issue, but was a hardware issue, most likely related to the age of the printer. I purchased the printer in 2019 and probably average less than five pages per month printing. In fact I have never received, any ink replacement cartridges from the HP instant ink program since I have owned the printer. That is how little I use the printer. The agent said over and over again it is not the cartridge. I find that hard to believe now in retrospect, and since I have done some more research. What I discover is that when I take out the color ink cartridge and wipe it on a towel, I get two colors, cyan and yellow; no magenta. Logic would dictate if magenta were being produced by the cartridge it would show up on the paper and logic would also dictate that this could not possibly be a hardware issue. The agent then gave me the hard sell to purchase a new printer. He convinced me to do so, and I received it, but I have not opened it yet because I believe that this problem is most definitely Due to the printer cartridge’s age and the fact that the magenta color is either dried up or is plugged up due to my minimal use of the printer.

I believe that being a member of this instant Ink program entitles me to receive a new color and a new black ink cartridge. The utilities portion of the HP program states that the indicated ink level may not be accurate. And even if the ink levels are accurate, the fact that there’s no magenta coming out of the ink cartridge can only be the result of the fact that the magenta pipeline is plugged.

I am very frustrated with this issue and even more frustrated with the problems I am encountering in trying to find a way to send this email to a human at HP instant ink. Signing in and looking for ways to contact a human on your website is nothing but a run around and I believe totally designed to make me give up and go away.

[sandytechy20]

@Lat101 

Welcome to the HP support community.

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[Lat101]

Dear Sandytechy20,

Thank you for responding to my concern and your efforts to put me in touch with someone who could address the problem I am having with my color ink cartridge. It has now been seven days and I have not been contacted by anyone from HP. I am asking for your help again. 
Thank you. 

[Lat101]

Dear Sandytechey20,

Seven days after you said that you had brought my issue to the attention of an appropriate team within HP and after reporting to you on that seventh day that no one had contacted me, I was contacted by someone at HP. His idea of help was to direct me to a link to “chat” with HP Instant ink or a phone number for Instant ink support. I clicked on the chat, the web page opened and it said, “Sorry, you have reached us after hours”. I have tried this link several times over the last six days at different times of the day and get the same result. As far as calling the phone number, that is how I arrived at this point in the first place. That first phone representative, rather than assisting me with my ink cartridge. problem, instead told me over and over that it wasn’t a cartridge problem and then pressured me into buying a new printer.

Ironically, the HP person that you put me in touch with me has the screen name Jeffhelp. I don’t call two suggestions, by this HP representative, to send me back into the endless loop credible help in resolving the problem I am having with an ink cartridge that is obviously dried up or its printer head which is located on the ink, cartridge is clogged. The evidence is clear that one of these two situation’s exists. The ink cartridges were put in my printer in May 2019. Therefore, it is quite likely that one of the two situations I mentioned above is the problem. All I am asking is for someone to tell me how to resolve the problem with the four year old ink cartridge or to send me a new ink cartridge under the HP instant ink program of which I am a member.

I also want to note that I replied to the private message sent to me by Jeffhelp outlining the same concerns I had with his recommendations as I am expressing to you in this communication. I also said that if he could not provide any help beyond his two suggestions, to please put me in touch with someone higher up in his chain of command. It has been six days now and he has not replied.

Where do we go from here?