ink issue

[Lucile1]

Hi !

I have no idea how to actually speak to a real person at HP my new black ink  cartridge refuses to be recognised and throws up and error so I can't use it. It's a real HP ink cartridge bought at mall... But now I'm stuck ! It recognizes the old empty one, but not the new one... My printer works fine otherwise its just the ink issue and yes I've cleaned out the areas to check for any dust /dirt... Can you help me please ?

[Bob_Headrick]

Please read this post then provide some details.  What printer model? What operating system? How is the printer connected - USB, wired LAN, Wireless LAN, bluetooth? What exactly are any error messages on the printer or computer screen?  What is the cartridge number of the cartridge with the error?  If you put the old (presumably empty) cartridge back in does the error still show?  Is the printer enrolled in the Instant Ink program?

[Lucile1]

Thank you.

The printer model is HP Deskjet 2050. I use windows 10. The printer is connected by USB.

The error message says  "the black cartridge is damage or has failed. Please change it for new cartridge". But this cartridge is already a new one...

The cartridge number is 301 black.

If I put the old and empty cartridge, my printer recognizes it but says to me that it's empty !

The printer is not enrolled in the Instant Ink program (I don't pay for it but I always have ad for this service).

Thank you again for your time.

[Bob_Headrick]

The cartridges do have a warranty, see the document here for information. To get warranty coverage you will need to go to the Contact HP page, then enter the information for your printer.  At this point it will likely say "Manufacturer's warranty has expired"  To the right of this it will say "See details".  Click the "See details" link, which will open another page with more details.  Near the bottom of the text will be a paragraph that says : 

HP has checked your product information, including the product and serial numbers, to determine your warranty results.The legal warranty expiration date is based on the date of purchase, as indicated on your receipt. If you feel these results are incorrect, you may submit a dispute for review. Dispute this > 

Click on the "Dispute this" link which will ask for some additional contact information.  Fill out the contact information, then in the bottom section select: 

Dispute reason  

  Issue with my Accessories, Supplies and/or Software. 

In the comment section indicate that you have a defective supply that is in warranty, you have verified the supply is defective by switching it with a replacement supply.

[Lucile1]

Thank you again for your help !!

I did exactly what you told me to do. I'm waiting for their comeback !

Thanks again !

[Lucile1]

Hi again,

I send a message as you told me to do last week. How long do I have to wait before ask them again ?

Thanks.