0xc19a0020 - Problem with printhead on 6830

[WFH]

I'm yet another who has experienced the deadly '0xc19a0020 Problem with printhead' message on my 6830.  This appeared on its first use the day after I returned from  a 2-week holiday.  Googling the problem told me this was a terminal problem after going through the list of suggested solutions (which I did to no effect).

This printer was about 3 weeks out of warranty, but I found and filled in a report form on the HP support site, more for their information than anything else as I wasn't really expecting them to do anything about it.  I received no acknowledgement of this report, and I kinda just forgot about it and went off and ordered a new printer (not an HP one) because, well, I do need a printer.  On the way to collect it I dumped the old one in the council skip for recycling.

Almost 2 weeks afer I reported the issue, I received an email from HP telling me that a replacement printer was being shipped and would arrive in three or  four days.  I was told that I would have to use the same packaging to return the defective one within seven days.

I replied to that email immediately saying thanks very much but you needn't bother sending me the replacement as I cannot comply with the requirements and have bought my own replacement.  Nowhere did it  say 'do not reply to this email', but I have had no response eight days later (still time, I guess, given the previous response time). 

The printer duly arrived a couple of days ago and is still in its shipping box.  I have tried to find a way of contacting Support on this but it is difficult.  If anyone from HP is reading this perhaps they could advise me on what to do.  I'm perfectly happy to keep this new printer if they want to give it to me as a spare printer is always handy, but not under false pretences.

Good for HP to replace the printer out of  warranty, but a speedier response to my report would have prevented this situation.

I'm away again tomorrow to somewhere remote and I probably won't be able to respond to anything about this for about a week - I'm just logging it in to the system now and will wait for anything that transpires.

[Rainbow7000]

Welcome to the forums @WFH!

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 serial numbers and case details.

Regards,

[WFH · Accepted solution]

Well, full marks to HP.

I received a contact form as a result of Rainbow7000's intervention and I provided the details of the case which were passed to HP UK. I got a phone call while I was out, then a follow-up email saying so and when would be a good time to call.  I gave a time and they actually did call back at that time.

The lady I spoke to was up to speed with the situation and once I had emphasised that I had had no confirmation or response to my original report before receiving a notification that a replacement was on its way and thus I had no prior knowledge of having to return the faulty unit, she consulted with colleagues for a couple of minutes and it was decided that I could keep the replacement with no strings.

I'm happy, at least. All I need to do now is to get a new power cable as that got binned along with the dud printer. Ordered off Amazon so my wife will have a nice shiny new printer all to herself in a few days.

Special thanks to Rainbow7000 for helping me bring this to a conclusion.