Officejet 8720 Cartridge Error

[ErinStrahs]

I am having a problem that I have seen reported several times but have not seen or found a real, workable solution to. We have Officejet Pro 8720 all in one printers in our office. We have many HP ink cartridges that we get refilled and until recently have been able to use without a problem. However, after the firmware updated on several of them we are no longer able to use our refilled cartridges and an error message occurs. I have reached out to HP customer support via phone and chat and they have been beyond less than helpful. The most anyone was able to do for me is redirect me to a hotline [edit]. where the deadline to file had already passed. So, not only did no one help resolve my problem, but they directed me to a "solution" that wasn't even something I could access. I was also told that I should update the firmware to solve the problem... a firmware update was what *caused* the problem to begin with. However, I followed instruction and it didn't help at all. We use our printers and scanners very frequently and rely on them heavily. Our office has been severely inconvenienced and business hindered because of this problem. I am looking into switching to a different brand of printer at this point... however I would like for HP to provide insight on how we might be able to remedy this and keep our current machines if possible!

Thank you

Erin

[Cheron-Z]

@ErinStrahs

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 Community's private message capability works, you can learn about that here.
Thank you for visiting the HP Support Community.

[JeffHelp]

Hello ErinStrahs,
 
Thank you for contacting HP. I would like some additional information so I can research this issue and determine the best way to assist you over social media. Please confirm the following, and fill in any blank fields:
 
 Customer Name: 
 Contact Number: 
 Email Address: 
 Mailing Address: 
 Country: 
 Serial Number: 
 Product Name: Officejet 8720
 Product Number:

 
Best regards,
Jeff Christopher 
Executive Escalations
I am an HP Employee