Unused 952XL Printer Cartridge deemed "older generation" by HP OfficeJet Pro 8715

[J_EAv]

Hello,

I tried to replace a black ink cartridge using the correct ink cartridge series, "F6U19A", per my printer model specs. However, I am getting an error saying "This cartridge is an older generation cartridge that does not work in your printer. It can still be used with some older printer models."

I also do not have the option to private message from my support profile which is why I am posting this issue on the forum. I believe I am entitled to getting 952XL printer cartridges free of charge due to the printer firmware denying my unused cartridges to be used.

Thanks,

[Irwin6]

Hi @J_EAv,

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 your printer that has an ink cartridge error.

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, refer to the steps on this link to further troubleshoot.

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

[J_EAv]

Hello,

If I am understanding this link correctly, if I still have unused 952XL cartridges with a "Warranty Ends" date from before February 2021, they are no longer usable and should be thrown away? It doesn't seem right that I buy cartridges from before then, with no awareness that they would be outdated in 2-3 years, and then have wasted my money.

Can I get a refund of some sort for the unused 952XL cartridge that I purchased with a "Warranty Ends" date of 2019/08 or August 2019? Or a free replacement for this 952XL cartridge?

[Irwin6]

Hi @J_EAv,

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

[J_EAv]

I sent a private message. Can I get a response?