Older generation error message for 902xl cartridge

[bob5815]

I'm retired and don't print a lot. Yesterday I replaced my black 902XL cartridge with an out of the Box genuine HP product. I still have the packaging etc to prove this. Tech support advised that the cartridge was out of warrantee. The date was May 2020 so I realize its quite old but it should still work for my Printer that I purchased in 2018. So the issue seems to be that the HP firmware made their own product obsolete. The HP tech support person kept telling me that I must have refilled the cartridge. I asked to speak to a supervisor and he advised that one would call me back.  Still waiting... Great customer service NOT.

Anyway I've ordered a new HP cartridge through amazon. ( HP store). I'm just trying to get HP to send me a new cartridge that works as to my knowledge there was no "best before date" when I purchased it. This just seems like theft to me.

I'm pretty bitter on my whole interaction with HP but jI don't know how to escalate the issue. They may lose customer over a $60 cartridge. What can I do to get a resolution

[bob5815]

FYI, here is an update to my post.  I received the new cartridge and it works fine. New/Old packaging and cartridges look identical. So what gives HP the right to determine that  their authentic (Older generation) cartridge is obsolete. This is a product that I purchased as a backup. Did the same for the color cartridges but they had to be replaced sooner so no issues with them, The big Black XL cartridge lasted a long time which is good news but it still shouldn't allow HP to make my older cartridge obsolete. This is a bad business practice and I'm not sure how legal it is. I leery on trying to  download go to a previous version of firmware as I'm not tech savvy and always worry about bugs entering my PC.  Is there anything else that I could do.?

Still waiting for HP to call back.

[Nal_NR]

Hi @bob5815,

Welcome to the HP Support Community. 

I'd like to help!

Please refer to this document and see if that helps. 

Hope this helps! Keep me posted for further assistance.
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!

[bob5815]

This reply doesn't even come close to a resolution. It just reconfirms  the issue that I identified. As I indicated,  my cartridge had a warrantee end date of May 2020 which is why I now  have an original HP cartridge that is obsolete.  HP  updating its firmware to make Good cartridges " older Generation". HP unilaterally made a decision that made genuine HP parts obsolete. I would think most companies with good business practices would then follow through with a way for a customer get get a refund or a new replacement product. The HP solution is to advise that the old cartridge doesn't work so go buy a new one. 

[Nal_NR]

Hi @bob5815,

My apologies. This might require one on one interaction to fix the issue. 

I've sent you a private message with further instructions. In order to access your private messages, click the private message icon on the upper right corner of your HP Support Community profile, next to your profile Name, or simply click on this link.

If the information I've provided was helpful, give us some reinforcement by clicking the Accepted Solution button, that'll help us and others see that we've got the answers!

[bob5815]

Thanks for your attempts but i haven't yet found a department that will take ownership. lots of empathy for my situation but no one taking ownership. As a company HP feels its totally acceptable to make/sell their ink cartridges and them deem the cartridge  obsolete just so they can prevent competition from 3rd party cartridges. I've wasted enough of my time trying to get a resolution. Totally unprofessional from my perspective