new 64 cartridge no cyan and level shows under half

[MNwbl]

I am using the Envy 7800 series printer.

My last photo printed I was given the alert cartridge low.

I still printed to see if I could get anymore life out of it.

The photo printed bright pink/yellow.

I installed a fresh 64 tri-color.

Alignment was unsuccessful. Tried again with same result. Did a test photo print same results as with old cartridge.

Printed a quality diagnostics and no cyan showing. Also the level of new cartridge was below the half-way mark.

How do I get a replacement for this defective cartridge?

Also, trying to print using the photo tray it kept erroring to load paper into it. Even though it did have paper.

I went online for directions on how to get warranty, but then found out my printer warranty expired over a year and a half but I only have had it since 10/2022.

I know a lot a issues but even if I get one at a time cleared up it would be most helpful.

thanks

[MNwbl]

Update; I replaced the tri-color cartridge this morning.

I had a successful alignment.  Cyan is present and shows a full cartridge.

Priority; how do I get a replacement from HP for the defective 64 tri-color?

One remaining issue, it is not recognizing photo paper in the photo tray.

thank you,

Larry

[Bob_Headrick]

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.

[MNwbl]

Thanks Bob for your reply.

I have located the link and yes it did say out of warranty. I bought the printer 10/04/22 and it has a 2020 start of warranty and 2021 expired. Not sure how that can be.

Anyway I did submit for ink replacement, a case number was given to me, as yet I have not heard anything back from them.

Now, I just have to figure out why the photo tray is not picking up paper.

thanks again,

Larry

[Bob_Headrick]

The printer warranty is an estimate based on the manufacture date of the printer.  You should get the printer warranty updated as well, go through the previous steps I gave, and in the "Dispute Warranty" section you should be given an opportunity to provide a copy of the original receipt to get the warranty for the printer updated.

[Bob_Headrick · Accepted solution]

For your issue with photo paper, I suggest you post the question in the board here:

https://h30434.www3.hp.com/t5/Printer-Paper-Jams-Feed-Issues/bd-p/Printer-Paper-Jams-and-Feed-Issues 

[MNwbl]

Thank you for your help.

One last question, does it take HP an extremely long time to contact customer when a case has been submitted and assigned a case number?

It has been a week now.

thanks again

Larry

[Bob_Headrick]

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@MNwbl wrote:

Thank you for your help.

One last question, does it take HP an extremely long time to contact customer when a case has been submitted and assigned a case number?

It has been a week now.

thanks again

Larry

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Have you heard from HP?  I would not expect it to be more than a week.   Did you also go through the process to get your printer's warranty updated?  With the printer warranty [correctly] showing warranty time remaining the response should be better.

If you have not heard back from HP I can ask to have your case escalated.  Please let me know.

[MNwbl]

Hi Bob,

No I have not heard from HP.

I uploaded purchase info on 02/27/2023. And I explained to them, this was in regards to defective ink cartridge.

On 03/05/2023 I sent an email requesting what the status is. I never received a reply. 

I went back to the claim page, thinking I could upload my receipt for the ink cartridge, it did not give me an option to do so.

At this time, nothing is happening.

Thank you for your follow up on this and contacting me. If you can get HP to get moving on this, it would be appreciated.

It is not like I am new to HP. My first HP (Pavilion) was in 1998. I still have a desktop printer from 2000. Still works but needs maintenance now and then. Other pavilions throughout until I built my own pc's.

thank you,

Larry

[Bob_Headrick]

I have asked to have your case escalated.  I would expect an HP Support agent will respond in the thread here and then follow up with a private message.

On another topic, I wonder what year 2000 printer you have.  I was working for HP in those days and had some part in the development of most of the printers from then that used the HP 41, 23, or 78 cartridges and their variants.