Bought new HP ink cartridges only for printer to tell me that "cartridges were damaged"

[StatesEnd]

I have an HP OfficeJet Pro 8610 that has been working fine and when I just recently bought genuine, new HP ink cartridges and installed them, the printer told me that one or more cartridges were damaged and to replace them. Having just bought them new from the store I was confused. I tried to reach out to HP customer service, which is basically non-existant, and only was able to reach them through Facebook messenger. After dealing with what seemed to be a combination of AI and several people who did not read any of the previous conversation, I was told to return the cartridges to the point of purchase. The point of purchase was Walmart and they would not take the return because the box was opened, so I went back to the contact on Facebook messenger and they told me that they would send me a new cartridge, but quickly changed their tune when I said I needed the 3 color pack replaced. Then they kept telling me to go the support page and get help there, but when I put my printers serial number in the support page it tells me that it is an invalid number and I can't go any further to contact anyone. So, basically I'm a never ending loop of dead ends and it looks like HP doesn't really want to help solve their customers problems. I have spent literally thousands of dollars on HP ink cartridges over the years and I am simply asking for either a refund or a replacement 3-pack color cartridge (HP 951) sent to me free of charge, since I spent around $100 for it and can't use it at all. This is truly an absurd reality where I have to jump through so many hoops to solve a very simple problem. Please do the right thing and take care of this. Having a phone number to call or an email to write to would also be very simple steps in showing your customers that you care to help solve any problems that arise. 

[Garp_senchau]

@StatesEnd, Welcome to HP Support Community,

Thank you for reaching out, and I truly apologize for the frustration you've experienced with this issue. I can completely understand how upsetting it must be to spend your hard-earned money and end up in a loop without a resolution.

I want to help resolve this as best as I can. To move forward, could you please provide the following:

Printer Serial Number 

Images of the cartridges you purchased.

Proof of purchase/invoice for the cartridges.

If you could send these details privately, I'll escalate this to our senior team for review. While I can't promise an immediate refund, I'll certainly do everything I can to help get a replacement sent your way.

Once I have the information, I’ll check with the team and get back to you with the next steps.

I appreciate your patience, and we'll do our best to resolve this for you as quickly as possible!

Take care and have a good day. 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

[StatesEnd]

Hello,

Thanks for responding. I really hope we can resolve this issue.

The printer serial number is:

Edited

Attached are pictures of the receipt/proof of purchase and the ink cartridges we bought.

My preference would be for a refund for the exact amount we paid which is $94.48.

Thank you for your attention to this matter.

Kyle.

[Garp_senchau]

Hey, thank you for your response

Could you please provide the complete invoice, including all details without any redactions? Rest assured, your data and any related information will be handled with the utmost care and confidentiality. Kindly send it via private message.

Regards,