Trying to exchange a toner cartridge and discovered HP has the absolute worst customer service

[SebastianRupp]

I am struggling to get support/replacement for a toner cartridge recently purchased.

I recently purchased a replacement high yield toner cartridge for my HP M255 Laser Printer. I bought all colors+black directly from the HP website. I spend almost $500. I finally replaced the cartridges in the printer with the new ones and discovered that the magenta color is producing a regular pattern. A quick internet search revealed that this is likely a flawed cartridge. Replace it with the old cartridge. Prints faint because its almost empty, but no magenta patterns. No problem I am thinking - luckily I bought this directly through HP. 

Well, that was wrong! Initially I tried to open a support case. It requires to open a separate account that requires manual activation. Over a week later I am finally permitted to enter. Then I tried to open a case related to a toner cartridge. Impossible, one has to go trough printer support. Then in the chat after 4 forwards to the correct department, it is finally revealed that HP would like to receive $19 for printer support or otherwise my printer warranty is expired. I say: irrelevant printer works - please escalate. Guy exits chat.

Then I tried to call. Again, HP requesting totally irrelevant printer serial numbers and utterly dysfunctional voice recognition. Finally a person introduces themselves, I state my issue that my cartridge produces a regular pattern and the guy just hangs up on me. How can this be? I thought HP is a reputable company? I bought directly from them. Why is it impossible to get support? Does anyone know the secret email address to get this resolved? Did they scam me out of my $120 bucks for that cartridge? I can't really color print unless magenta works, so one could argue I lost $360. How can I trust them to buy another replacement cartridge? Absolutely, insane.

[Irfan_06]

Hi @SebastianRupp,

Welcome to the HP Support Community.

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

I see that you are facing an issue with one of the ink toners for 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 toner needs to be replaced.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

I hope this helps.

Take care and have a good day

Irwin6

HP Support

[SebastianRupp]

The toner needs to be replaced and the struggle of trying to get it replaced was what my post is about - how can I get it replaced? If I call or open a ticket, they hang up on me or close the ticket! I currently have no way of getting to anyone to get it replaced.

[Irfan_06]

Hi @SebastianRupp,

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 on the HP community is currently available within certain constraints. We are striving to enhance our assistance and broaden its scope. We appreciate your understanding and patience.

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