older generation cartridge

[kirk_i]

@Betty0610 or any current HP representative online - please respond to me, in this community forum i have only had one response, from a non-HP volunteer (thank you Bob H), but no further response from a HP Representative for the past 2 weeks.

Have i provided enough bona fide information in my DM replies to Betty0610 ? How will i get my printer working again with the HP ink that i have. I do not want to sound too frustrated, i just want a solution please

thank you for your reply, and solution, in anticipation

ian

[kirk_i]

After more than 5 weeks i have no resolution from HP regarding the OLDER GENERATION CARTRIDGE ERROR. I count myself as lucky if i get a DM reply once a week - but then the irregular HP Support replies are generally opaque and have not moved me forward yet at all.  i was last told that HP will send 3 replacement cartridges for those that i put into my printer 6 weeks ago, that began this saga. Yet after all this time i remain empty-handed and with a  printer that refuses to work

Also, HP Support have continually failed to answer me or commit to sending replacements for my unopened cartridge stock that is around the same age as those i put in my machine in mid-July

Nice way to treat your customers, HP

It would seem that no-one in the senior Tech team reads or monitors these types of customer issues - it's a quick way to turn people like me into ex-customers.

Not "Escalating" a genuine issue - that just proves that this time-bomb problem caused by HP to disable my machine shows that HP does not care about me any more.

I bought their printer, i bought their ink, they "changed the firmware" without consulting me and now they've made me believe that hopefully i will just throw away 8 or 9 genuine HP cartridges and go buy some more to get operating again, if they avoid answering me and helping me. No chance, i'll change brand and move away from HP altogether - that's looking more like the final outcome - especially as i expect no official response from a HP rep to this update post, nor to the DM message that i just re-sent for the 3rd time in 8 days to Betty0610

[Betty0610]

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! 

[kirk_i]

just an update for anyone who may be interested...i have received no support or resolution from HP, even after having had 3 different people call, and 4 different people email me with questions over the past 7 weeks, but never with answers to my questions nor solutions to my problem...again let me summarise my issue as below - i sent this message prior to finding that HP had "Closed" my case, without telling me anything at all - - -

Brandon, please advise is my Case still alive ?

A few more days have gone by, i have heard nothing from anyone at HP, and my previous two email messages sent remain unanswered

To summarise my Case, and my communications with HP over the past 7 weeks...

Purchased printer in 2019.

Purchased and regularly used ink (each with various "Warranty Dates" during 2019, without issue, and 9 new cartridges currently remain as my stock.

2020 and 2021 i experienced extended lockdowns in Melbourne, when i had hardly any work, and rarely used the printer.

Work picks up in 2022 (my own small business as a Sole Trader), and i finally change 3 ink cartridges in July 2022, leaving one in as it's not empty.

Straight away, get the OLDER GENERATION CARTRIDGES message and printer will not work

As far as i can see on the new cartridges, there is no "Expiry Date" on them. Only the "Warranty Date" which has a different meaning and as far as me, the consumer is concerned, is not a date pre-determined for the ink to suddenly stop working. Even the message showing on the printer states that "these cartridges may still be used on older printers"

How can my predicament be more obvious ?

I am certainly not going to go and buy any new ink when i have already paid for what i have - so will you tell me how the printer can get working again ?

You can only imagine how frustrating an experience that this has been, but i'm not really sure about that, either, given the timeline for responses (without solutions), all along

Is it up to a final decision by "HP Management" or have you just dismissed me and my case ? I do not know if it is just you, Brandon, that reads my emails, or if you pass them on to your managers for discussion and resolution. Or do you not know how to advise me to fix it ?

But silence by return paints your team in a very bad light

Please respond with consideration for my case

[kirk_i]

NOT FIXED -- NO SOLUTIONS PROVIDED BY HP -- Don't expect to get any assistance to actually get to use the HP ink that you purchased -- i have nothing positive to say about the OLDER GENERATION CARTRIDGE experience via HP Customer Support -- except to say that i would rather throw the printer and the cartridges into the garbage can than spend more any money with HP products...i'll be buying elsewhere in the future, and no longer have anything positive regarding HP to share with others

[Bob_Headrick]

Sorry to hear that your issue remains unresolved.  

Just for the record, can you confirm that HP Support indicated they would replace the three cartridges that were giving the "Older Generation Cartridges" error nearly two months ago, but you have not received any cartridges or confirmation they were actually shipped?

[kirk_i]

Hello Bob, this has been a highly frustrating and long-drawn-out process with HP...so just to confirm - i had been communicating by DM with @Betty0610 and on 24th August received this message - "we will shipping only the 3 color ink as only those are giving you the error. I'll share the order details as it gets processed"

After this date i never heard back from Betty0610, nor did i receive any notifications, nor indeed any delivery of replacement cartridges

There were a number of calls received from the HP (Australia) call centre after this date, where i provided all possible detail to HP,  but my "Case" was quietly closed a few weeks later - without them telling me - and without any resolution for the 7740 printer, nor replacement inks even being offered

Thanks for following up for me Bob