Defective 125A Magenta Cartridge damaged my Printer

[eric33609]

I just installed a brand new hp certified toner cartridge 125A Megenta and it failed while in the printer and dumped toner inside of the printer.  The printer now will not feed paper and there is toner inside the unit.  How do I resolve the issue

[Sneha_01]

Hi @eric33609,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

May I Know are you using genuine HP ink cartrdiges?

I'm sorry to hear about your printer issues. Here are the steps you can take to address the problem caused by the defective toner cartridge:

Power Down and Unplug: Ensure your safety and avoid further damage by turning off the printer and unplugging it from the power source.

Document the Issue: Before you begin cleaning, it might be wise to take photos of the damage and the defective cartridge. This can be useful for warranty or support claims.

Manual Cleaning:

• Remove the Cartridge: Carefully remove the defective toner cartridge. You might want to wear disposable gloves to avoid staining your hands.
• Vacuum Loose Toner: Using a vacuum designed for electronics or toner, carefully vacuum out all accessible loose toner from the inside of the printer. Avoid using standard household vacuums as they can damage printer components.
• Wipe Down: Gently wipe down the inside with a dry, lint-free cloth. You can also use a slightly dampened cloth with isopropyl alcohol for persistent toner stains, but ensure no moisture remains inside the printer.

Check for Mechanical Issues: With the toner cleared out, check if there are any visible signs of damage to the internal components, especially around the paper feed mechanism.

Test the Printer: Reinstall a different toner cartridge and try to print a test page. If the printer still fails to feed paper or function correctly, the damage might be mechanical or electronic.

I hope this helps.

Take care and have a good day.

Please mark this post as “Accepted Solution” if the issue is resolved and if you feel this reply was helpful click “Yes”.

Rachel571 

HP Support

[eric33609]

Hello Rachel571,

I have attempted to clean the printer, but the toner is throughout the printer and over all of the rollers and take-up assembly.  There is no easy way to repair the unit and I have recently installed new cartridges in the printer.  As you know the cartridges are about a $100 each, so I have over $350 worth of cartridges that I cannot use snice any new HP printer that I may buy will use different versions.  How do I get a replacement unit and cartridges?

Eric

[Sneha_01]

Hi @eric33609 ,

Welcome to HP Support Community.

Thank you for posting your query, I will be glad to help you.

Unfortunately, there are no further actions we can take through this channel. I recommend reaching out to our phone support for further assistance.

They can help you with the unit repair or part replacement.

I request you talk to HP Phone Support and they will help you to sort it out as it requires  repair.

1. Click on this link -  https://support.hp.com/us-en

2. Select the country.

3. Enter the serial number of your device.

4. Select the country from the drop-down.

5. Click on "Show Options".

6. Fill out the web form. A case number and phone number will now populate for you

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

Rachel571 

HP Support

[eric33609]

Hello Rachel571,

Since the printer is about 3 years old, the site says that it is out of warranty and there are no options for contacting support.  I would ask for your help in opening a ticket so that I can work with the support organization to get the printer fixed and to get a replacement cartridge.   Can you please help.

Eric

[Repairatrooper]

You might want to consider finding a local service center to clean it. Based on age, even if HP agrees to do something they would likely send you a newer model that will not take the cartridges you use. Better to get it fixed and pursue HP to either pay the cleaning cost or supply toner equal to the cost of the service you paid for.