My Smart Tank 5100 is out of warranty. However, my cartridge is broken but still has warranty

[cocododo]

Hi, my Smart tank 5100's cartridges start having issues after the machine warranty is out. It is only 1 year and 5 months old.

I got a black cartridge replacement in 10/2024. It is just only 6 months, and it starts having the same issue again.

The black lines and words are missing at the beginning or end. Some even won't be printed out.

The color are mismatched. Sometimes one of the color won't print out.

I am sure it is the cartridge problem because after I have changed the black replacement. The problem is gone.

Since both cartridges are still in the warranty period, is there a way I can ask replacements for them from HP?

If not, is there a place I can buy a genuine cartridge to replace the broken one in the US?

Or I have to throw this good working machine into the junk yard because I cannot find any replacement for the cartridges?

Thank you.

[zoey7886]

@cocododo, Welcome to the HP Support Community!  

Thanks for reaching out about your query regarding your Cartridge Issues on HP Smart Tank 5100 Printers! 

We're thrilled to have the opportunity to assist you and provide a solution.  

If your HP Smart Tank 5100 printer is out of warranty but the cartridges have a warranty, you may still be able to get a replacement for the defective cartridges. HP cartridges are warrantied to be free from defects in materials and workmanship during the warranty period.

Check Cartridge Installation: Ensure that the cartridges are properly installed in the printer. Make sure there are no obstructions.

Printhead Cleaning: You can perform manual cleaning of the printheads using lint-free cloth and distilled water to ensure any nozzle blockage is cleared.

Printhead Alignment: Run the printhead alignment process through your printer's control panel to ensure cartridges and printheads are properly aligned.

Check Ink Levels: Ensure that all ink tanks have sufficient ink. Refill any ink tanks that are low or empty.

Error Codes: If your printer displays an error code, refer to the HP Smart Tank Printers - Blinking lights and error codes to understand the error and steps to resolve it.  

Hope this helps!

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, 

[cocododo]

@Zoey7886, Understood.

However, I have no way to contact with HP directly anymore because my machine is out of warranty.

I went to HP authorized repair center. The staff there told me. They didn't repair or ask HP to give a replacement for ONLY cartridges, so I didn't know what to do with those defect cartridges.

Yes, I did some HARD cleaning. They looks good now, but I can still see the difference from the normal cartridge with the printouts.

I know they will become worse again, but I don't know how long.

It is very frustrating. The issue won't trigger the error code. Even thought the printout has issues, but the machine still work properly with missing inks.

Therefore, I really hope I have a chance to get a replacement now, but not when my cartridges are out of the warranty too.

Is there a way I can contact with for the replacement?

Thank you.

[zoey7886]

@cocododo, I completely understand how frustrating this situation must be for you.

Since your printer is out of warranty, we won’t be able to offer a free replacement for the device itself. However, if you choose to repair it, there may be a nominal service charge involved.

That said, if your cartridges are still under warranty and showing clear signs of malfunction, you can still request a replacement for the cartridges alone. 

We truly appreciate your patience, and we're here to support you as best we can. Don’t hesitate to reach out if you need help navigating the replacement process.

Take care!

[cocododo · Accepted solution]

@Zoey7886, Got it.

So it doesn't matter the cartridges are in the warranty or not.

Because the machine is out of the warranty, I have to pay a service fee to investigate the machine first.

Then if the staff find out that is cartridges issue, I may ask a replacement for the cartridges.

Otherwise, I will have to pay the cartridges too. Oh waho...

You know. For the fee with the service + the replacement fee, I can get a new machine.

Nowadays, big brands no longer sell products but the customer service.

If you want to use your machine longer, you have to pay another machine price for its customer service.

I will keep in mind that put those products for emergency purchase only.

I am going to throw my almost brand new machine away once the cartridges stop working again.

What a waste...

Thank you.