Need help getting warranty replacement for defective ink cartridge

[Sam1178]

I purchased a replacement ink cartridge set (type 61) for my HP OfficeJet 4630 and replaced both the black and tri-color cartridges. The black works fine but the tri-color is giving me an error when I install it. The error on the printer reads "Ink Cartridge(s) Problem: The following ink cartridge(s) must be replaced [symbol for tri-color cartridge]". I have completed all of the troubleshooting steps provided on your help site which were: make sure the correct cartridge is being used for the printer; unplug the power cord, wait and then plug power cord back in, clean the printer head and the printer with a lint-free cloth.

Given this is a brand new, never used, official HP printer cartridge with a warranty end date of December 2025, I tried to use your website to request a replacement, however I can't get past the first step as the cartridge does not have a serial number. Your website states that most cartridges don't have serial numbers, so I have no idea where to go from here. There is no phone number on the package or anywhere else I can find and all of the virtual options ultimately ask for a serial number, which I'm not supposed to have or need.

How can I get a replacement for this defective cartridge?

[Irfan_06]

Hi @Sam1178,

Welcome to the HP Support Community.

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

I see that you are facing an issue with one of the new ink cartridges installed on your printer.

A) Please follow the steps below to perform a power drain.

1) Take out the cartridges

2) Unplug the power cord from the printer & wall.

3) Press and hold the power button down for 15 seconds and release the power button, wait for about 30 seconds.

4) Plug the power cord back into the printer and wall, ensure the printer is plugged into the wall & not into a surge protector.

5) Insert the cartridges back into the printer.

Remove the cartridges > Unplug the power cord > Wait for 30 seconds > Plug the power cord back in > Insert the cartridges

B) Kindly refer to the steps on this link to update the printer firmware and let me know if that resolves the issue.

C) If the issue still persists, the indicated ink cartridge needs to be replaced based on the warranty on it and i will assist you further on how to get it replaced.

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!

I hope this helps.

Take care and have a great day ahead!

Irwin6

HP Support

[Sam1178]

Hi Irwin6,

I followed all of the steps you outlined and the issue still persists. Would you please help me get a replacement under the warranty?

Thanks

[Irfan_06]

Hi @Sam1178,

I am sorry to hear that the above steps did not help much but i do appreciate your efforts in performing the troubleshooting steps.

The support here is limited to troubleshooting and this issue might require one-on-one interaction to assist you further with the replacement ink cartridges.

I've sent you a private message with the instructions. In order to access your private messages, Click the Private message icon on the upper right corner of your HP Community profile Next to your profile Name, you should see a little blue envelope, please click on it or simply click on this link

Take care and have a great day ahead!

Irwin6

HP Support