Replacement printer: no Instant Ink included—HP site says "This product is no longer serviced by HP"

[MichaelCottrell]

HP sent me a replacement printer regarding problems with my existing printer, which is under warranty. I'm an Instant Ink subscriber.

My problem: after transferring the printhead from my existing printer to the replacement unit, the instructions tell me to "replace the existing Instant Ink cartridges with the ones that came with the replacement printer". Unfortunately:

• There are no Instant Ink cartridges in the replacement printer box.
• Obviously, my existing Instant Ink cartridges won't work in the replacement printer. ("HP Protected Cartridge Installed")
• I have a box of unused Instant Ink cartridges in my office, thought I'm waiting on tech support before trying them in the replacement printer.
• I cannot contact an HP support specialist through the website, since my existing printer is deemed "Warranty status: Product has been exchanged" and the site says "This product is no longer serviced by HP. You may search for possible solutions on this support website" and refuses to let me contact a human.

What should I do now? Thanks.

[MichaelCottrell · Accepted solution]

Solution

• To get support, I called the standard phone support number. Once I waited over 90 minutes on hold and someone answered, support was quick and easy.
• The support person added ("Enroll an additional printer") the replacement printer to my Instant Ink account. (Note: they did not use the "Replace an existing printer" function.)
• I was then able to install new, unused Instant Ink cartridges into the replacement printer. (There were none included with the replacement printer, but I had a box on hand from my existing Instant Ink subscription.)

Tip: opening the printer

If you need more access than given by the front door, (e.g. to more easily replace print cartridges, the printhead, or to clear inner paper jams), there's a trick to fully opening the printer, as shown in this image:

https://support.hp.com/doc-images/45/c06200180.jpg 

1. Open the front door. The carriage moves to the center of the printer.
2. Open both the scanner lid (top cover) and ink cartridge access door (featuring the scanner glass) at the same time.
   • If you try to open the ink cartridge access door while the scanner lid (top cover) is already open, the ink cartridge access door will remain locked, somewhere around the power button, and refuse to open.