HP Support refusing to honor warranty on Injket cartridge

[unwinator]

I have an HP Photosmart D110a all-in-one, and I recently had the black ink cartridge run out of ink. I bought a new 60XL Black cartridge at a local grocery store, but when I inserted the cartridge, I the printer displayed the error "Incompatible Ink Cartridge".

I went to HP support, and tried their "Virtual Agent" automated chat support, and completed all of the troubleshooting steps to try and resolve the problem, including cleaning the electrical contacts on the cartridge and inside the printer. Nothing worked. However, when I re-installed the old cartridge, the error went away and I could "sort of" print (with the old cartridge low on ink, it didn't look very good, but it worked.) When I reinstalled the new cartridge, the error returned.

I tried to return the cartridge to the store where I bought it, but a week had gone by and the receipt and packaging had already been thrown away by another family member, so the store refused to accept the return.

Next I tried calling HP Support and spoke to a support agent. I explained the problem, but when the agent looked up the serial number on my printer, she said the printer was out of support, and because the printer was out of support, HP would not replace the inkjet cartridge. The inkjet cartridge warranty information is here:

https://support.hp.com/us-en/document/ish_2453821-1839525-16

It mentions nothing about whether the printer the cartridge is installed in is still within warranty or not.

The "warranty date" on my cartridge is 2023/04/27 so clearly, the cartridge is still within warranty. Product warranties are effectively legal contracts. Failure to honor a warranty is technically a breach of contract. Any idea how I get HP to honor the warranty, or do I resort to filing a complaint with the BBB or worse (small claims court?)

[Jay_G24]

Hi @unwinator,

I'd like to help!

Please look for a private message from me requesting additional information. Keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

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