Defective HP 62 ink cartridge: how to get replacement

[tinwv]

I installed a Genuine HP Tri-color 62 ink cartridge in my HP Envy 7640 a couple weeks ago.  When I  print something in color, the magenta color does not print. Print Quality Diagnostic page did not print any magenta. I've been through all the print quality diagnostics (cleaning, aligning) with no change in print quality. According to the help article, I have a defective ink cartridge.

My HP Envy 7640 is out of warranty. The site is insistent that I select a device so I select my out of warranty HP Envy 7640, which is not defective, and the site redirects me to to the HP Support Community (which is where I'm now at). I tried several other methods to get a real person or return web page but to no avail.

I only wish to get a replacement for my defective HP 62 color cartridge (which has an expiration date of 2022/10/19. I purchased it on Amazon on 2021/2/21 so it is past the return window). I have submitted the problem to HP and tried to call the support but the wait time is ridiculous. I have a case ID. I will post it here is you request it.

Can someone please provide a real person, a more helpful web page, or instructions on how to navigate the support page to get a replacement for the defective ink cartridge since the automated system seems to be keeping me in a perpetual non-contact loop?

[Betty0610]

@tinwv

Welcome to the HP Support Community.

This situation will need some additional support from our internal teams in HP. For that to happen, we will give you additional instructions/information via Private Message.

Please do check your inbox on the forums page for the private message.

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