Warranty claim for 63XL tri-color cartridge not communicating in Officejet 5258

[JJ99999]

Can anyone help on how to pursue a warranty claim for a defective ink jet cartridge?

Background: OfficeJet 5258 printer. Bought new cartridges at Costco. Black is working just fine, tri-color has "cartridge not communicating" errors. Have done all the troubleshooting with no success. Old but depleted tri-color syncs with no issue, implicating the new cartridge. Previous thread is approaching 4 weeks with crickets on last post, so starting new one. Website not very helpful, directing me to call a number on the cartridge packaging (there is none) or directing me to a warranty page that does not include cartridges as a selectable option. 

Appreciate any help in navigating the byzantine HP help and warranty process. 

[Betty0610]

@JJ99999

Welcome to the HP Support Community.

This situation will need some additional support from our internal teams in HP. For that to happen, we will give you additional instructions/information via Private Message.

Please do check your inbox on the forums page for the private message.

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!

Thanks!

Have a great day! 

[MRP123456789]

I have a similar problem with an HP62 ink cartridge (though for a different printer).  Why not make the steps metioned here public for others of us with the same problem?

[JJ99999]

Don't worry, you're not missing much in the private messages. After waiting 2 weeks for first contact, I've been directed back to the trouble-shooting tips I said I already tried that didn't work, and was advised to contact -- and pay for -- the phone support line for help on my printer itself, even though this is very clearly a cartridge problem. 

I've got a feeling you and I are both stuck with paying way too much for a useless rock that we won't get replaced or refunded. 

[Bob_Headrick]

Costco generally has a very easy return process, you may find the easiest and fastest way to get a replacement is to return the cartridge to Costco.   If for some reason you prefer to deal with HP directly see the information following:

The cartridges do have a warranty, see the document here for information. To get warranty coverage you will need to go to the Contact HP page, then enter the information for your printer.  At this point it will likely say "Manufacturer's warranty has expired"  To the right of this it will say "See details".  Click the "See details" link, which will open another page with more details.  Near the bottom of the text will be a paragraph that says : 

HP has checked your product information, including the product and serial numbers, to determine your warranty results.The legal warranty expiration date is based on the date of purchase, as indicated on your receipt. If you feel these results are incorrect, you may submit a dispute for review. Dispute this > 

Click on the "Dispute this" link which will ask for some additional contact information.  Fill out the contact information, then in the bottom section select: 

Dispute reason  

  Issue with my Accessories, Supplies and/or Software. 

In the comment section indicate that you have a defective supply that is in warranty, you have verified the supply is defective by switching it with a replacement supply.

[JJ99999]

Thank you very much Bob, this is some of the best guidance I've received so far.

My local Costco is not currently carrying the 63 cartridges, so I was hoping that direct interaction with HP could lead to a replacement. Will keep Costco return for refund as a backup option given your comment, I've actually never had to deal with that there but encouraged by your "easy" statement.

I was aware the cartridges had a warranty, but always got stymied by the expired printer warranty screen and never found the path you described to get to a dispute window. That is a very helpful escalation for this situation, and I greatly appreciate your clarity on those next steps.