Small short/fire in my printer burned an ink cartridge? How to contact HP support re: safety issues

[TJBear]

My HP ENVY Photo 7855 worked wonderfully for 2-1/2 years before a small puff of smoke came out of the printer when I powered up yesterday. Upon further examination, I found that the base of the black ink cartridge was burned where it made contact with the base of the compartment that holds the cartridges. I am trying to figure out whether it is safe to use the printer with another cartridge or if it should be considered too unsafe to use any more. HP's Virtual Assistant has proved to be worthless in helping to deal with the problem and will not give me a case number because I can't frame the problem in a way it understands. Any suggestions about how to get through to HP support so they are alert to this possible safety issue and I can learn whether the printer might still be safe to use? Thanks.

[Dragon-Fur]

@TJBear 

My personal opinion:

Any printer that has exhibited "puffs" smoke should not be used.

Unplug the printer and stay away from it.

That said,

• I have submitted a request that someone take a look.
• Please know that because our Community is not HP Technical Support, we are not a direct conduit to HP.
• Our request for assistance on your behalf does not influence the outcome:  Our request is not a magic back door into HP.
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[TJBear]

Thanks, Dragon-Fur.  My instincts regarding using it are the same.

I want to communicate with HP support to alert them to the problem and get any insights they can provide.  This printer has been a great one until now, but the lousy way in which HP is preventing me from communicating with them has be wondering whether I should look elsewhere for a replacement.

Thanks again.

[Dragon-Fur]

@TJBear 

You are welcome.

I have done what I can do - I have sent a request for a moderator to take a look.

The request is not a "lousy" option, though I do admit once we submit the request, we don't have any influence on the outcome.

Hang in there for the moment.

The response is not always immediate - you are not likely the very first in the line.

Thank you for participating in our HP Community.

We are a world community of volunteers dedicated to supporting HP technology

Click Thumbs Up to say Thank You!

Answered? Click "Accept as Solution" to help others find it.

[Riddle_Decipher]

@TJBear I understand your concern and I will bring your issue to the attention of an appropriate team within HP.

Although, I'll need some private information from you in order to create a case for you.

Please look for a private message requesting additional information. 

Keep in mind not to publicly post personal information (serial numbers, case details, etc...).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community.