Seeking Refund for Bad InkJet HP61xl Cartridge

[garretg]

My dad recently purchased an HP 61xl cartridge at Staples.  We have tried to get this cartridge to work several times in our HP Envy 4500 printer, but we keep getting the error message "Ink Cartridge(s) Problem: The following ink cartridge(s) must be replaced," indicating a problem with this brand new black ink cartridge.  How can we get a new cartridge to replace this clearly defective cartridge?

Thank you!

Garret G.

[A4Apollo]

Hey there! @garretg, Thanks for stopping by the HP Support Forums!

I understand you replaced the ink cartridge with a new one and you are getting cartridge problem error on the printer.

Don't worry I'll try to help you out.

Did you make any changes to your printer?

Have you tried checking with a different ink cartridge?

Are you using HP genuine ink cartridge on your printer?

Please share the printer model to assist you better.

Excellent description and a great diagnosis done. It is greatly appreciated.

This issue could occur if the electrical contacts on the printer or the cartridge are not working.

Clean the electrical contacts on the ink cartridges.

Try few steps recommended below.

Restarting the printer can sometimes resolve an ink cartridge error.
Press the Power button () to turn on the product.
With the product turned on, disconnect the power cord from the rear of the product.
Unplug the power cord from the wall outlet.
Wait at least 15 seconds.
Plug the power cord back into the wall outlet.
Reconnect the power cord to the rear of the product.
If the product does not turn on by itself, press the Power button () to turn it on.

If the issue persists after trying out the steps. Try replacing the faulty ink cartridge on the printer. I will share you few details through a private message about the service options dedicated to your printer.

Please watch your inbox for more information.

Hope this answers your query!

Happy Holidays! 🙂

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[garretg]

Hello!

Thank you for your message.

The printer is the HP Envy 4500. No changes have been made to this printer since purchase of it new.

I have tried the following:

1. Cleaning the electrical contacts on the printer cartridge

2. Restarting the printer as you described
3. Trying another ink cartridge

This ink cartridge still does not work, and I still get the same error message.  It doesn't make sense, as the cartridge is clearly full of ink.

Best,

Garret

[A4Apollo]

@garretg, thanks for your prompt response and time.

I appreciate your efforts for writing back to us.

As you mentioned the issue still persists after trying out the steps.

It certainly looks to be a hardware issue with the printer. I will share few details through a private message about the service options dedicated to your printer.

Please watch your inbox for more information.

Hope this helps!

Take Care! 🙂

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!

[garretg]

Hello,

Unfortunately, it is an issue with the ink cartridge, not the printer.  How can I send this cartridge in for a replacement?

Thanks,

Garret

[A4Apollo]

@garretg, thanks for your prompt response again.

As I suggested in my previous post. Please follow the instructions and get a warranty replacement ink cartridge for the printer.

Have a blessed day ahead!

Take Care! 🙂