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Solved!

Defective ink cartridge 934xl

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ink cartridge 934xl

I've spent 15 minutes on the site trying to find out how to get a replacement for a defective 934XL ink cartridge. The printer display showed a little over 25% ink remaining, but the printer wouldn't print or copy in black, or do so properly in color. I tried powering down, unplugging, etc. Finally replaced the cartridge and everything's fine, except for my wallet.

 

How can I get a replacement or refund or coupon or some other kind of compensation? Thanks.

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Genuine HP cartridges do have a warranty, see the document here for information. To get warranty coverage you will need to go to the Contact HP page, then enter the information for your printerAt this point it will likely say "Manufacturer's warranty has expired"  To the right of this it will say "See details".  Click the "See details" link, which will open another page with more details.  Near the bottom of the text will be a paragraph that says  

 

HP has checked your product information, including the product and serial numbers, to determine your warranty results.The legal warranty expiration date is based on the date of purchase, as indicated on your receipt. If you feel these results are incorrect, you may submit a dispute for review. Dispute this >  

 

Click on the "Dispute this" link which will ask for some additional contact information.  Fill out the contact information, then in the bottom section select:  

 

Dispute reason  

  Issue with my Accessories, Supplies and/or Software. 

 

In the comment section indicate that you have a defective supply that is in warranty, you have verified the supply is defective by switching it with a replacement supply.

Bob Headrick,  HP Expert

I am not an employee of HP, I am a volunteer posting here on my own time.

If your problem is solved please click the "Accept as Solution" button 

If my answer was helpful please click the "Thumbs Up" to say "Thank You"

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Thanks for the detailed instructions. Even that took a lot longer than it should have! Now to see if they replace my ink cartridge!

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Sorry about that, the difficulty in contacting HP for in-warranty cartridge replacement is something I have been banging my head on for a couple years now....

 

When your issue does get resolved (or you need more assistance) please come back and post your results.  It may help others with similar issues find the solution.


Bob Headrick,  HP Expert

I am not an employee of HP, I am a volunteer posting here on my own time.

If your problem is solved please click the "Accept as Solution" button 

If my answer was helpful please click the "Thumbs Up" to say "Thank You"

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So here's what happened. Spoiler alert: Still no resolution.

 

After following your instructions and submitting the form, today I received this response:

 

Thank you for contacting HP Customer Support.
 
We understand your concern and apologize for the inconvenience caused. However, you have reached the warranty department, for assistance with your HP product please contact technical support.
 
For technical assistance regarding your HP product please locate the appropriate online help for the product use the following Website: http://www.hp.com/go/assistance
 
HP offers several free self-help resources that you can use for support of your HP product and services. 
*  HP Customer Support Website: Get drivers, software, support video’s & articles, manuals, troubleshooting tools and more, all specific to your HP Product. http://support.hp.com/us-en?jumpid=em_rCCAGENT/us/en/ppshome 
*  HP Support Assistant: This always-on, pre-installed tool on your PC provides problem solving, automatic updates, and diagnostics. Look for the icon already on your PC to launch HP Support Assistant or, to download HP Support Assistant go here: http://www8.hp.com/us/en/campaigns/hpsupportassistant/hpsupport.html?jumpid=em_rCCAGENT/us/en/hpsa
*  HP Support Forum: A community of support expert’s eager to answer your questions. http://h30434.www3.hp.com/?jumpid=em_rCCAGENT/us/en/forum
 
For additional assistance please contact us on Facebook, Twitter or YouTube.
*  Facebook:  https://www.facebook.com/HPSupport/
*  Twitter:  https://twitter.com/hpsupport
*  YouTube:  http://youtube.com/howto4u
 
I can't spend any more time going around in circles, so I'm giving up. The day my printer dies, which will no doubt happen soon, I'm done with HP after 20+ years as a loyal customer. 
 
Thanks again for your help.
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I have asked to have your case escalated.  You have a defective cartrdige under warranty, it should (and I trust WILL) be replaced by HP.


Bob Headrick,  HP Expert

I am not an employee of HP, I am a volunteer posting here on my own time.

If your problem is solved please click the "Accept as Solution" button 

If my answer was helpful please click the "Thumbs Up" to say "Thank You"

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@LoisCA

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 Forum's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Forum.

I work on behalf of HP.
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Today I received a second email identical to the previous one from HP's so-called "Customer Support," with the exception that this email requested my contact information and the best time to reach me so they can "follow up accordingly."

 

The value of the time I've already invested is more than enough to buy a new printer from a competitor. Here is the response I sent:

 
Hello,
 
This is identical to your previous email, except that you have asked for my contact information. I have already sent you all the information I have about the defective cartridge -- twice. 
 
Here is my contact information, so that you can send me a replacement cartridge, coupon code, or some other form of compensation. If you want to speak to me, leave a message. I do not answer calls from unrecognized numbers. And if you want to keep me as a customer in the future, do not make me waste any more time on something that is entirely your fault.[I appended contact name, address, phone and email below]
 
I'm posting this only because Bob_Headrick took so much time to help me. Thanks again.
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Update: This morning I received virtually the identical email, for the 3rd time! The only change: It now says a Tech Support specialist will contact me within two days. Stay tuned.

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Sorry this has been such a hassle, but I do trust that this will eventaully get resolved properly.  


Bob Headrick,  HP Expert

I am not an employee of HP, I am a volunteer posting here on my own time.

If your problem is solved please click the "Accept as Solution" button 

If my answer was helpful please click the "Thumbs Up" to say "Thank You"

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