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MsRio
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how do I get a replacement printer for a brand new one that does not work?

HP Recommended
deskjet ink advantage 3636
Microsoft Windows 10 (64-bit)

The printer is brand new - still has more than 11 months on the warranty.  It printed a test page and 12 pages then the black print bean missing whole sections of text. I ran every possible diagnostic, tried cleaning the cartridge as instructed etc - nothing. Error message is E3 and the black side on the panel is flashing.  Disconnected and reconnected several times - no change.  The ink supply in the diagnostic still showed black ink, but it would not print. So I changed the cartridge to a brand new one - no difference - it will not print!  I get a red sign in the diagnostic (looks like a do not enter street sign) and a message "printer in distress".  I called tech support here in Brazil; spoke more than one hour to a techie at HP who had me allow him to analyze it remotely - he had no clue.  He had me read the numbers and dates on the cartridges to him - not sure why, but it did nothing.  he promised to call me back, but has not done so and it has been several days.

 

Finally, I e-mailed HP in the US - they told me my product is still under warranty and the case is closed - **bleep**? 

 

I AM COMPLETELY FRUSTRATED! I JUST BOUGHT THIS PRINTER AND ORDERED ADDITIONAL CARTRIDGES FOR IT! THE WARRANTY IS NOT WORTH THE PAPER IT IS PRINTED ON IF THEY WON'T STAND BEHIND IT. I HAVE A SMALL CONSULTING BUSINESS, I CANNOT BE WOTHOUT A PRINTER.  ANY SUGGESTIONS???

 

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danny-r
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HP Recommended

@MsRio

 

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 Forum's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Forum.

I work on behalf of HP
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