tri color cartridge problem

[Nalene]

My printer keeps giving me the error "Tri-Color Cartridge Problem." I ran through all of the virtual assistant steps and the diagnostic tool. And still I have an ink cartridge failure. I have contacted HP at all of these numbers: [content removed].  Because I am unable to obtain a case number, it will not allow me to speak to a live person. The website keeps directing me to HP care packages but because my printer is over a year old, I am no eligible. I love this printer and yes I can trash it or recycle it. But the HP virtual assistant recommended I install new print cartridges as one of the steps, I did. It did not work. I bought the toner at Walgreens' and another at Walmart. I cannot return them due to the open packages, though not a drop of ink has been used. The printer refuses to even print black and white due to the tri-color cartridge error. I have been working on this for hours and cannot get anyone at HP to help me or give me a customer service contact number. I have wasted $74 in HP ink to Walmart and Walgreen's.  Anyone have any suggestions? My understanding is if I can get through to technical support they will process a return on the ink. But I cannot get through to them without a case number. I'm tired.

[Kumar0307]

@Nalene, Welcome to the HP Support Community!

I appreciate your efforts in trying to resolve this issue by performing the necessary troubleshooting steps.

If you have tried the steps mentioned in this document - HP Printer Does not Print and Error Indicates Faulty Ink Cartridge, and the error persists, I'm afraid this is an issue with the printer hardware and has to be replaced.

I understand your concern and 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.

Hope this helps! Keep me posted. 

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