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Message 1 of 4
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cyan printer ink still not working

HP Recommended
JetPro 6968
Other

Replacement Cyan ink cartridge, ID'd by HP, was received after 1 month, installed and does not work

3 REPLIES 3
HP Support Agent
HP Support Agent
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Message 2 of 4
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HP Recommended

@kcrand9088, Welcome to HP Support Community!

Apologies for the inconvenience. There was an issue with the new lot of HP 902 Cyan and Yellow ink cartridges for this model printer and they were recalled. If the Cartridge was manufactured in Malaysia and the Warranty End Date is between April 1st, 2022 and September 18th, 2022, please do not use this ink cartridge.

 

Please reach out to the HP Technical Support team in your region regarding the replacement options for the ink cartridge or to check its availability. 

You may create a case on the website to obtain a case number if required. Kindly watch this video to know-how.

 

Also, check if the printer/ink cartridges are eligible for a replacement. Refer to -  'Incompatible' or 'Defective Cartridge' message

 

Keep me posted for any other 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!

TEJ1602
I am an HP Employee

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Message 3 of 4
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While I appreciate your getting back to me, you’ve provided no information I don’t know. In October 2020 I received a recall on cyan ink . HP  sent a replacement with took 5 weeks . I was just ready to send all existing cartridges back when I did a test print and NaDa... yet your site says everything is fine. Well yes cyan is in printer and not dispensing. I went to Office Depot to get a replacement as I don’t have 5 weeks to wait for your delivery . No replacement inks for this printer . you’ve left me no choice but to purchase another printer which arrives today . It is an HP but I will not be using your ink service . I’ll return to the old fashioned way go to store. 
now please repair the ink cartridge and I’ll donate the printer to a worthy cause as otherwise it continues to work fine. 
Respectfully, Kerry Crandall

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HP Support Agent
HP Support Agent
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Message 4 of 4
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@kcrand9088

 

Thanks for replying!

 

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details). 

 

If you are unfamiliar with how the Forum's private message capability works, you can learn about that here.

 

Thank you for visiting the HP Support Community. 

TEJ1602
I am an HP Employee

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