"There is a problem with the supply system" error w/ two new HP ink cartridges

[Mr_Lucky]

I have an HP 8710 printer, which I realize is out of warranty, but the cartridges (hp 952) are not. Today I purchased a cartridge 3-pack consisting of 1-each cyan, yellow, and magenta. This was to replace my current cartridges which were low but still working. After replacing the three and powering up, I get a "There is a problem with the supply system" error on the cyan and yellow cartridges. I followed all the troubleshooting steps on https://h30434.www3.hp.com/t5/Printing-Errors-or-Lights-Stuck-Print-Jobs/8710-Supply-System-Problem/... and https://support.hp.com/si-en/document/ish_1740122-1449154-16 for type-2 cartridges, to no avail. Replacing the cartridges flagged as a problem with my old, almost empty cartridges, restored the printer to normal operation.

I was able to successfully open a case for a replacement cartridge via the "Warranty Ends date has not passed" link on https://support.hp.com/us-en/contact/solution/printer/ink-error. When I attempted to do the same thing for the 2nd cartridge, it said I would need to contact support. But when I attempt to do so, it wants the printer S/N and ends the process after informing me that warranty has expired, which of course, is not the issue. So I thought that I would be out the cost of a single cartridge because HP's system could not conceive that two of their units could be bad. Not my preferred outcome, but not the end of the world. Just now, while typing this forum posting, I got another email from HP stating that my case has been closed... but with no explanation.

So, I paid $90.00 at a Staples store for the "genuine HP" 3-pack, of which two of the cartridges are unusable. Staples won't take them back, and HP apparently won't help.

Suggestions?

[Kuroi_Kenshi]

Hi @Mr_Lucky,

Welcome to the HP Support Community! 

Thank you for sharing the detailed explanation of the issue. 

I'm really sorry to hear about the trouble you're facing with the new ink cartridges. I can only imagine how frustrating it must be to go through all that and still not have it resolved, especially after spending $90 on genuine HP products. 😞

To look into this further and try to help you get the support you deserve, could you please share the case number you received when you initially opened the replacement request? That will help us trace the interaction and understand why the case was closed without a proper explanation.

Looking forward to your reply so we can assist you better!

Take care and have an amazing day ahead! 🚀

Best regards,

[Mr_Lucky]

Mr Kuroi, thank you. Case Number is (Edited).

A thought occurred to me that might possibly explain the case closure. After entering my info into the form, the last question it asked was "Does this resolve your problem?" (or words to that effect). I answered "no" because I still had the second cartridge to enter. Perhaps it took my NO answer to mean that the cartridge was no longer needed?

[Mr_Lucky]

I don't know if the case closure email was sent by mistake or if @Kuroi_Kenshi made it happen, but today I received a shipping confirmation email from HP Customer Care informing me that my cartridge has been shipped. Whoever is responsible, THANK YOU!

[Garp_senchau]

@Mr_Lucky, Welcome to HP Support Community,

Thank you so much for posting your query! My colleague @Kuroi_Kenshi is currently out, but don't worry – I’ll be taking over.

Thanks for letting us help you out! If you're all set, please mark the post by @Kuroi_Kenshi as 'Accepted Solution' so they can do a virtual happy dance! 

If you need anything else, we are all ears (or rather, all text). Just let us know! 

You're awesome, and we are honored to have been your go-to guide! 

Stay fantastic, and have an amazing day ahead! 

Regards,