How do I get a refund or replacement cartridge for a defective ink cartridge

[Jameela]

I purchased a Black HP 63XL cartridge from Walmart.

It only prints the bottom of the letters clearly and the top of the letters in a light grey.

Not liking this at all.

Your site states to take it back to the Store Purchased, Walmart will not take it for an exchange or refund as it is open and told me to contact HP Directly.

UMMMM How would I know it is defective unless it was opened and installed. DUHHHHH

I have been in the hospital with 1 small heart attack and 1 angina attack and had to receive a double bypass so the warranty may not be valid anylonger. (on the package it states May 2019).

I'm at awe this.

It has become apparent that I am having a hard time to get resolution for a cartridge that cost me $59.87 twice now as I had to purchase a new one.

Please either refund or replace the HP Black 63XL.

A replacement would be ideal.

[Jeet_singh · Accepted solution]

Hi @Jameela,

Welcome to the HP Forum! This is a wonderful location to converse with the community, get assistance and find tips!

I understand you are looking for a refund or replacement for the defective ink cartridge. Don't worry I'll be really glad to help you with this.

Please contact the HP phone support to get the cartridge replaced.

HP Technical Support can be reached by clicking on the following link: www.hp.com/contacthp/

(1) Once the support page opens please select the country in which you're located. Next, enter your HP model number on the right.

(2) Next, choose the 'Contact Support' tab at the top and scroll down to the bottom of the 'HP Support- Contact' page to fill out the form provided with your contact information.

(3) Once completed click the 'Show Options' icon on the bottom right.

(4) Lastly, scroll down to the bottom of the page and select 'Get phone number.' A case number and phone number will now populate for you.

I hope that answers your concern adequately. Let me know!

Feel free to post your query for any other assistance as well,

It's been a pleasure interacting with you and I hope you have a good day ahead.

If you wish to show appreciation for my efforts,

mark my post as Accepted Solution.

And click on the Purple Thumbs up icon at the bottom of my comment.

Regards,

[Jameela]

Thank you for the info ... I followed your instructions and printed out the email confirmation.

I will give a call tomorrow.

It states there may be a charge for support.

I'm not sure about that but I will call tomorrow to see about my issue.

I just noticed that I did not get a phone number to call. 

Do they call me?

[Jameela]

When I printed out my information page etc it did not give me a phone number to call.

Do they call me?

[Jeet_singh]

Hi @Jameela,

As I understand you are finding difficulty to reach our HP phone support. Don't worry I'll do my best to help you with this.

I'm going to send you a private message with the phone number to contact our HP phone support team.

Please check your Private message icon on the upper right corner of your HP Forums profile,

Next, to your profile Name, you should see a little blue envelope, please click on it.

Please reply back on the public post as this Private message box is not monitored.

I hope this helps resolve this issue completely,

Regards,

[Jameela]

You told me in the email to let you know how it  goes but I can not reply to the email.

Yes, not happy here at all.

I am sorry that I have to use the Forum for those to see how I've been treated and the non-compliant issue for the refund or replacement.

I called 1-800-474-6836 as you suggested with my case # 5006033435 and CRM 0000498638552.

I was talking to Tech Support agent (Jim) and he transfered me to Customer Service as it was not a TEchnical Issue .. The Customer Service Rep (Camieron)  ansered the call  and she was not helpful at all.

I could barely hear her so I had to have her repeat things several times each time allowing her to know I could not hear her. I asked her if she could hear me and she stated she could and it was fine.

She called me Sir twice even though I corrected her the first time. 

I was not happy when she called me Sir a second time and did chastize her for that.

She could not bring me up by Name, Telephone, Email, Case Number 5006033435, or CRM 0000498638552.

I was put on long holds 3 times.

She talked over me most of the time and I had to ask her if she could hear me. She stated yes. So why was she tallking over me the entire call?

The call was a disaster and she gave me the number to call ... guess what it is ... 800-474-6836 .. she wanted me to talk to Tech Support even though I told her that Tech Support transfered me to her in Customer Service.

I am not a happy camper at all and I know from working with HP Tech Support for several years until 3 years ago that the software has not changed except three minor software changes.

I have never been so insulted, unjistified, and treated so poorly by a Call Center Agent.
I know that thie Quality Control will go to the first person that answered which was Tech Support Jim but I want to make it very clear that it was not Jim that upset me so ... It was Customer Service Rep Camieron. She either needs to be retrained or excluded from HP.

All I want is a replacement cartride or refund for a defective HP Black 63XL which cost me $59.87 after taxes.

I refuse to let this go.

[MKazi]

@Jameela,

I have escalated your concern to HP’s Support Team in your region to have it reviewed for available options, if any. You should be contacted within 4 business days (Excluding holidays & Weekends).

Response times may vary by region. Please send a Private Message, if you aren’t contacted within 4-5 business days.

[Jameela]

I have received an email again telling me not to reply ... so it also states to send a private message.

Please tell me how so I may.

Getting angrier here.