HP Envy 6020 does not print black // how to contact warranty support

[Janettkauftein]

Hi there,

i tried to get 1:1 support from HP but failed miserably with the chat bot 🙂

My HP Envy 6020 (less than a year old, less than 50 pages printed) refuses to print black. Text pages come out completely blank. Pdfs print only when printed as picture. Text is then printed as grey outlines without filling.

Solutions I tried:

-changed ink cartridges (twice)

-factory reset & network reset

-firmware update

-printer calibration and cartridge cleaning

-uninstallation and reinstallation on two computers (Win 10 and Mac OS)

I am clueless. As the cartridges have the printer head built in, there is no way something dried out.
The shop I bought it from refuses to help, HP offers no help when the warranty is expired according to the serial (bought it less than a year ago though)

I'm seeking for either a magical tipp for a fix that I did not yet try or an actual way to contact HP for warranty repair.

[Kumar0307 · Accepted solution]

@Janettkauftein, Welcome to the HP Support Community! I’m here to help.

I understand the printer is not printing in black. If you have tried the steps mentioned in this document - Black or Color Ink Not Printing, Other Print Quality Issues, but the issue persists even after replacing the black ink cartridge, I'm afraid the issue is with the printer.

If the warranty details are incorrect, follow the steps mentioned in this document - Dispute a warranty status

If the printer is out of warranty, I suggest you upgrade the printer. You may visit Hp Store to check the available printers.

Follow the instructions below to reach HP Support if under warranty:

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

2) Select your product type below.

3) Enter the serial of your device. 

4) Select the country from the drop-down. 

5) Select the chat or get phone number options based on your preferences. 

6) Fill out the webform and proceed further.

You may use this link to find the phone number of the regional HP Support team: HP Phone Assist Worldwide

Keep me posted for any other assistance.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click on the YES button to reply that the response was helpful and/or to say “Thank You”.

Have a great day! 

[Janettkauftein]

Thank you Kumar. The hint to dispute the warranty was helpful.

[Kumar0307]

@Janettkauftein

You are welcome. Keep me posted for any other assistance.

Happy to help!