New 63XL Ink Cartridge does not work

[michaelmurphy13]

Purchased a twin pack of 63XL black ink cartridges. They do not expire until December 2019. First one worked perfectly, second one is recognized by printer as genuine, no error messages, but just prints a few faint dashes and dots on page. Went out and purchased another new cartridge today, and that one works fine.
I would like to know what I can do about this $40 ink cartridge that is not working properly. Regards, Mike

[Bob_Headrick]

The cartridges do have a warranty, see the document here for information. To get warranty coverage you will need to go to the Contact HP page, then enter the information for your printer.  At this point it will likely say "Manufacturer's warranty has expired"  To the right of this it will say "See details".  Click the "See details" link, which will open another page with more details.  Near the bottom of the text will be a paragraph that says : 

HP has checked your product information, including the product and serial numbers, to determine your warranty results.The legal warranty expiration date is based on the date of purchase, as indicated on your receipt. If you feel these results are incorrect, you may submit a dispute for review. Dispute this > 

Click on the "Dispute this" link which will ask for some additional contact information.  Fill out the contact information, then in the bottom section select: 

Dispute reason  

  Issue with my Accessories, Supplies and/or Software. 

In the comment section indicate that you have a defective supply that is in warranty, you have verified the supply is defective by switching it with a replacement supply.

[michaelmurphy13]

Thank you much, Bob. I would have never found those steps through their maze of " customer support " on my own. Followed the instruction exactly, and they were spot on. Now hopefully they'll respond and/or simply send me a new cartridge. Darn things are just over $40 a piece out here. Thanks again.
Regards, Mike

[Bob_Headrick]

Please keep me informed as to how things go, especially if navigating the maze did not do the trick.

[michaelmurphy13]

So HP sent me an email a few days ago stating that they would review my issue and respond within 2 business days. This morning they sent me another email stating I have received a response to my posted problem... Apparently they are talking about your response, and asked me to click their " Accept As solution " link.
Their customer support is a non existent apparently. They make a website impossible for the average person to navigate. A website that you can never actually speak to a live person about your problem with their faulty product. A website that simply does not honor their warranty. Shame that this is how they choose to treat their customers.
I do thank you for your guidance though.

[Bob_Headrick · Accepted solution]

I will ask to have your case escalated. 

[Cheron-Z]

@michaelmurphy13

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.
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