My new HP62 color cartridge is not printing all colors properly. Will HP replace the cartridge?

[ML2024]

HP Envy 5540.  New HP62 color ink cartridge.  Not all colors are printing properly.  Will HP replace the ink cartridge?  How do I proceed?

[A_Gayathri]

Hi @ML2024 ,

Welcome to HP Support Community.  

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

If you are experiencing print quality issues with a new HP 62 color ink cartridge in your HP Envy 5540 printer, you may want to try some troubleshooting steps before considering a replacement. Here are some steps you can follow:

Check Ink Levels:

• Ensure that the ink levels in the color cartridge are sufficient. You can check the ink levels through the printer software or on the printer display, if applicable.

Print a Quality Diagnostic Report:

• Most printers have a built-in diagnostic or print quality report that can help identify issues. Refer to your printer's user manual for instructions on how to print a diagnostic report.

Clean the Printhead:

• The printhead may be clogged, affecting print quality. Many printers have a utility for cleaning the printhead. You can usually find this option in the printer settings on your computer or directly on the printer's display.

Align the Printhead:

• Aligning the printhead can also improve print quality. Check your printer manual for instructions on how to perform a printhead alignment.

Update Printer Firmware/Drivers:

• Ensure that your printer firmware and drivers are up to date. Visit the HP website to download the latest firmware and drivers for your printer model.

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!

[ML2024]

Hi Gaya1239, Actually you didn't answer my primary question, which was will HP replace the defective cartridge and how do I go about getting the replacement.  I already tried all of the troubleshooting suggestions, and none of them fixed the problem.  After posting my question, I called HP Support and after one hour and seven minutes on the phone, HP finally agreed to send a replacement cartridge.  Here's why it took so long: First I had to provide information about me, the printer and the cartridges.  Next, I had to access a program that enabled the support person to see my printer through my smartphone camera.  Then I had to open the printer while he watched, remove the cartridges and show him the expiration dates on the cartridges.  Then I had to print a Diagnostic Test and show it to Support. Then I had to clean the cartridges three times with the printer's cartridge cleaning function, each time showing the support person the ensuing report.  Then I had to print something for the support person to see that the color cartridge still wasn't working.  Then he paused, apparently to get permission to replace the cartridge.  (There had been many other pauses throughout the interaction.  Perhaps he was simultaneously handling other inquiries.) Finally he asked for my mailing address and stopped me when I gave my street number first -- he wanted the country, the state, and the city first.  After one hour and seven minutes of this rigamarole, he (HP) confirmed that the defective cartridge would be replaced.  Surely there must be a much better and customer friendly way to replace a defective cartridge.