Requesting 962 magenta ink cartridge warranty replacement

[justmakeitup]

I installed a new magenta HP 962 ink cartridge, model 3HZ97A and got a 'Supply System Problem' error. I ran through all the troubleshooting steps recommended by HP Support without success. Warranty ends 06/2025 so I started a warranty replacement request in HP Virtual Assistant but it this is what it told me: "I am unable to assist you with replacing cartridges for this product. You'll need to contact live support. I will help you get started." Then it found that my printer is out of warranty, then nothing. It did not connect my to live support. Instead, it pointed me to this forum. Can someone please help?

[VikramTheGreat]

Hi @justmakeitup,

Welcome to the HP support community.

Thank you for reaching out, and first, let us say how truly frustrating this must be. You’ve taken all the right steps: installed a brand-new HP 962 magenta cartridge (3HZ97A), followed the official troubleshooting guidance, and even tried to navigate the Virtual Assistant. To still be staring at a "Supply System Problem" error, despite your efforts, is understandably disheartening.
 

We hear your concern loud and clear—especially when the system seems to misread your warranty status and loops you through a support maze without a resolution. That’s not the experience we want for you.

Just to clarify, your HP OfficeJet Pro 9018e All-in-One Printer is under warranty until 06/2025, and you should be entitled to further assistance and, if needed, a cartridge or hardware replacement. We're sorry the virtual support didn't reflect that correctly.
 

To move forward, we recommend the following:
 

Please send us a clear photo of the cartridge you installed (3hz97a)—both the front and chip side, if possible. This will help us verify compatibility and condition.

Please help us with the Printer serial number or the product number in a private message for further assistance.
 

Here is the link to find the product number: - Click here

To access your private messages, simply click the private message icon in the upper right corner of your HP Support Community profile, next to your profile and send a private message to me with the serial number, because we value your privacy.
 

VikramTheGreat

HP Support