Black ink quit printing, but color still prints. New cartridge indicates full.

[HEW4]

564XL Photo ink cartridge reads full, feels heavy and sounds like there is ink when I shake it. However, when I print there is no black image only color. After cleaning the print head the problem still exists.  Purchased another cartridge and it worked. Why did the other cartridge stop working and how can I get money back on it?

[A4Apollo]

Hey there! @HEW4, 

Was it an HP genuine ink cartridge?

Please share the model name of the printer to assist you better.

If you have purchased the ink cartridge from the store. Please check with the store for ink cartridge replacement.

Each HP ink cartridge and customer-replaceable printhead is warrantied to be free from defects in materials and workmanship during the period of the warranty. This warranty pertains to any HP ink cartridge or customer-replaceable printhead when used in its designated HP or authorized original equipment manufacturer (OEM) printing device. See the product manual for the printer to determine the correct ink cartridge and printhead selection.

For clarity, customer-replaceable printheads have latches which can be opened and closed to secure the part. Printheads that are not customer-replaceable are covered under a separate printer warranty.

This warranty does not cover HP ink cartridges or customer-replaceable printheads that have been refilled, remanufactured, refurbished, misused, or tampered with. If failure or damage to ink cartridges or customer-replaceable printheads is attributable to the use of non-HP ink, a non-HP, expired or refilled ink cartridge, or to the use with a non-designated HP or unauthorized OEM printing device, HP is not responsible for the cost of replacement or refund of the purchase price.

Refer this article to know more information about ink cartridge replacement. Click Here

Also, you can contact HP support for ink cartridge replacement. Click Here

Hope this answers your query!

Have a great day ahead! 🙂

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[HEW4]

Yes. It was a genuine HP Ink Cartridge. we usually purchase the the photo cartridge together with the color pack from Costco.  The color cartridges were replaced at the same time and are all working fine. We have never used anything but genuine.  Thats why I'm disappointed and questioning why this happened because these cartridges dont come cheap. I also cleaned the printhead per the HP website instructions and secured the printhead latch back to its original position. I ended up buying a new cartridge and it is now printing which confirms to me there was a problem with the original cartridge, not the printhead. If HP isn't responsible, who is?

[A4Apollo]

@HEW4,

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.

Regards

A4Apollo