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Common problems for INSTANT INK, HP+ PLANS: INK AND TONER
We would like to share some of the most frequently asked questions about Instant Ink. Check out this link: HP INSTANT INK, HP+ PLANS: INK AND TONER. .
Linus38
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How to get a warranty replacement cartridge

HP Recommended
HP Photosmart Premium C309g
macOS 10.14 Mojave

I bought a set of genuine HP cartridges and one among five is not working (error: "incompatible or damaged cartridge").

The printer is Okay since replacing the damaged cartridge by another new one made the error message disappear.

I lost the reseller's bill and thus cannot have a replacement from the shop (Grenoble, France).

The search tool of the HP support pages rejects the cartridge serial number "cn85e". Nothing else is printed on the cartridge.

I do not find the procedure for a free cartridge replacement directly from HP.

What shall I do ?

All the best

Linus38

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Kumar0307
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Hi @Linus38

 

I understand one of the five HP ink cartridges you bought is defective. Apologies for the inconvenience. Kindly perform step 3 mentioned in this document that may resolve this issue. 

 

If the issue persists, please contact our HP Support team for Service Options:

1) Click on this link - www.hp.com/contacthp/

2) Select your product type below.

3) Enter the serial of your device.

4) Select the country from the drop-down.

5) Select the appropriate option based on your preference.

6) Fill the web-form and proceed further.

 

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 the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day! 

KUMAR0307
I am an HP Employee

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Linus38
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Thank for your answer but, sorry , I do not understand it.

I already tried  www.hp.com/contacthp/ but never reached a web-form.

With Safari
Entering the serial of my printer leads to an empty page
<https://support.hp.com/hp-pps-services/hub/navigation?h_client=s-a-r11839-1&h_product=3793675&h_lang...>
With Firefox
I signed to my account.
The "Printer" page has neither a "drop-down" for the country selection nor a web-form.
I tried the Chat but the virtual agent says it cannot help.
No web-form in the page below too
<https://support.hp.com/fr-fr/product/hp-photosmart-premium-all-in-one-printer-series-c309/3984414/mo...>

 

All the best

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Kumar0307
HP Support Agent
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@Linus38

 

I understand your concern. I have sent you a private message with details to reach the HP Support team. Kindly check the same.

Keep me posted for any other assistance.

KUMAR0307
I am an HP Employee

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Linus38
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I phoned and the answer was "We can do nothing for you, since we only support the HP shops. Go to your reseller."

I have in hand the defective cartridge (hence the proof) but, since I have lost the ticket and since, even before the containment, the reseller (Boulanger, 38120 St Egrève, France) does not want to search his data base, the HP guarantee is an illusion.

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Kumar0307
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@Linus38

 

I understand your concern and 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 Community's private message capability works, you can learn about that here:

https://h30434.www3.hp.com/t5/First-Time-Here-Learn-How-to-Post-and-More/How-To-Send-A-Private-Messa...

 

Thank you for visiting the HP Support Community.

KUMAR0307
I am an HP Employee

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