Having a problem with HP 620 XL cartridge purchased from Walmart

[Carol-in-MD]

I purchased HP black 920 XL ink from Walmart. I have an Office Jet PRO 6978 all-in-one, which uses HP 902 XL (look closely: the numbers are different!) by mistake. I tried to install it, but the tab on the end of the cartridge is different, and it won't work on the 6978. Walmart won't take it back because I opened it; there's nothing wrong with the cartridge (that I know of); I just can't use it. What do I do now? I can't afford to throw $50 away.

[TEJ1602]

@Carol-in-MD, Welcome to HP Support Community!

I understand your concern. Unfortunately, the opened ink cartridges cannot be replaced or exchanged.

However, I would suggest you contact the HP Support in your region regarding further assistance.

Hope this helps!

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution. Click the “Kudos/Thumbs Up" on the bottom right to say “Thanks” for helping!

[Carol-in-MD]

Thanks, TEJ, but alas, that didn't help. The call center tech (Tier 1) to whom I spoke said they couldn't do anything about it--but they'd sell me a discounted replacement. That's the first time I've been disappointed with HP support. Yes--it was my fault, for being busy and absent-minded and not realizing that I'd transposed the numbers--but it was their fault, too, for numbering two products for similar machines so closely.

I'm pretty upset. Guess my next printer will not be an HP--and I work for the government, for an agency that just purchased a whole slew of HP laptops--in IT support. I'll be sure to let our acquisition team know what has transpired here.

[TEJ1602 · Accepted solution]

@Carol-in-MD

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 Community. 

[Carol-in-MD]

Thanks, TEJ. It's been a long day; I sent all of the information to the call center (in India). Case number: 5038980630. Tier II is referring it to Tier III--I'm expecting a call tomorrow.

[Carol-in-MD]

Thank you so much! I just e-mailed the details to Stephen_So-Me.