New Color Ink not working Properly

[Shavaughn1]

I have a new color ink cartridge that is not working properly. I have run all the suggested diagnostics, cleaning, alignment, etc. I am not getting any error messages and all the test pages say "Ink levels are okay and should not cause print quality problems. Ink is genuine HP." Again, this is a brand new cartridge and this happened on my first attempt to do color printing after purchasing. The indicator on my computer and the printer, however, say that the levels are not "Full" but appear to look like I have printed with this cartridge already, which I have not. All of the black ink and magenta is printing very bold and clear, but am getting absolutely no yellow or cyan on anything, even though indicators on my computer and on the printer show having ink in all colors. Attempting to print pages in full color only results in multiple shades of black and magenta. I believe there could be an error in my cartridge being faulty. since the package has been opened and we no longer have the receipt to return where we purchased it from, I do not believe that is an option in this situation. I would like to know if HP will replace this cartridge for us without having to spend money to buy a new cartridge. 

[TEJ1602]

@Shavaughn1, Welcome to HP Support Community!

I see that you are experiencing print quality issues with the printer and I appreciate your efforts in trying to resolve the issue. And yes, HP will be able to replace any defective ink cartridges.

Please reach out to the HP Support in your region for replacement options.

Hope this helps!

Please click “Accepted 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!

[Shavaughn1]

When attempting to contact someone for help with this, I am not given any information besides coming back to this community to ask a question or to speak to the virtual assistant, which only asks if I'm having trouble with an error message. Can you please tell me how to reach an associate to speak to for a replacement cartridge? I'm in the United States

[TEJ1602]

@Shavaughn1

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.