Defective HP ink cartridge

[joymossmiller1]

Installed a brand new official HP 60XL Black ink cartridge in my HP Photosmart D110a printer.   Error messages immediately began showing up.  I removed and reinstalled it several times.  Went online to HP website and followed all trouble-shooting steps.  My printer will not accept the new cartridge.  Help!

[JeanJAB]

Hi joymossmiller1,

I'm sorry your new ink cartridge is not being accepted by the printer. 

In addition to removing and re-installing it you can clean the electrical connections on the cartridge contacts.  You will find instructions in this document.

If this does not work - you may in fact have a defective cartridge.  The ink cartridge has its own warranty and should be returned to wherever you purchased it.

I hope this helps.

Jean

[joymossmiller1]

Jean, thank you so much for replying....and so promptly!  I followed every step in every troubleshooting document I could find on the HP support website---cleaning the electrical contacts, resetting the printer, etc.  Nothing worked.  I thought it   might be a problem with the printer itself, so before I blamed it on a defective ink cartridge, I tried something.  I reinstalled the old and practically empty ink cartridge that I had taken out.  The printer immediately recognized it, and I printed a test page with no problem.  Then I took a big chance and tried another brand new ink cartridge.  It, too, worked.  And that is the one I am using now.  But the first new cartridge still won't work, and I think it truly is defective.  If so, it is the first one I have ever run across in all the years I have used HP printers and ink cartridges.  I would really like to return the defective cartridge for a replacement (it cost almost $40), but I purchased it from the HP Online Store.  And no one can tell me how to go about returning it to the HP Online Store.  If you can help me do that, I would be truly grateful.  Joy

[JeanJAB · Accepted solution]

Hi joymossmiller1,

Since you purchased the cartridge from hp shopping I recommend you click on the link at the top of this page called "Ink & toner".  Go ahead and find your cartridge and put it in your cart. 

You will then see an option at the bottom of the page w/ a picture of a young lady with a headset on.  You can click on this for help and either chat or request a phone call. 

hp.shopping should be able to arrange a refund or exchange.

Best of luck!
Jean

[joymossmiller1]

Jean, thank you for continuing to work to help me resolve this issue.  I have followed your instructions and contacted HP through the online store.  I am waiting to hear from someone.  Joy

[joymossmiller1]

Jean, I am so happy to be able to say that your suggestion worked, and the email chat representative named Chloe was able to help me.  I gave her the order number of the ink cartridge I had purchased online, and she not only apologized for all the trouble I was having getting assistance, but she promptly authorized a new cartridge to be sent out to me on next day delivery.  That cartridge just arrived, and I am so grateful!  The excellent customer service you and Chloe provided has encouraged me to stay with HP products instead of switching to a competing brand.  I appreciate you!  Joy

[JeanJAB]

Hi Joy,

I'm happy to hear that you are being taken care of!  Thank you for your support of HP!
Jean

[Jerry1950]

My HP C8180 All-In-One printer quit printing once the cyan ink cartridge became empty.  I purchased a replacement (genuine HP ink cartridge) at Office Depot.  When I installed it, the printer said that the cartridge was either missing or damaged.   I purchased another one at Walmart (again a genuine HP ink cartridge.)   The printer gave me the same message either the cartridge was missing or damaged.  At that point, I assumed I had a printer problem. Thus began my conversations with HP support via Twitter.  I followed all advice to no avail.  I continued to be intrigued that the printer would tell me the existing cartridge was empty but anytime I installed a new one the printer said they were either missing or damaged.

This past weekend, I purchased a new cyan cartridge from the HP on-line store.  The new cartridge came today and once installed the printer works fine.  My conclusion is the cartridges that I purchased from Office Depot and Walmart were indeed damaged or had manufacturing flaws.  Since they were genuine HP cartridges, I can only conclude that one or more of HP's suppliers are not meeting HP specifications.  I thought you should know.

Jerry

[JeanJAB]

Hi Jerry1950,

Thank you for your post! 

I hope you were able to return the cartridges that you experienced problems with. 

Through the returns process we should get failure data and be able to track back to any manufacturing defects. 

What you experienced should not be common and I apologize for the failures you had.

Jean

[Margo210]

In April I had to replace my PC and my printer. I now have an HP Desk Jet Ink Advantage  3635. It uses ink cartridges number 664. I purchased three 664 cartridges at Walmart. Two of the three are defective. They appear to be empty to the printer. Walmart will not exchange them for me because more than 30 days have passed.

Oh, BTW....I am an American who lives in Mexico. I live just south of Guadalajara in a village called Ajijic. Forget trying to do anything using mail.  MX customs charges would double the cost of the cartridges. I pay to use a private mail service which is barely functional but still is better than the MX postal service. Forget using private delivery services (UPS, Fed Ex, et al) because they are atrociously expensive.

 I just want you to know that there are quality issues with your ink cartridges that are manufactured in Malaysia. Two thirds of them are worthless. It might be time to return the manufacturing to the US.