"Customer support"

[Matt_62]

(Edited) I have an error message saying the color ink cartridge is not communicating with the printer. I have followed all of the virtual assistant steps for this issue which has not solved the problem. (Edited) I have been an instant ink customer for years and this error should automatically trigger a new cartridge should be sent, which appears to be the solution according to the community. (Edited) The product was always a bit difficult to work with but printed well. (Edited)

[BeemerBiker]

You may have to clean the printhead.  The contact between the cartridge and the printhead has a problem.  Dried ink or debris possibly is the cause.

This link shows cleaning the 8600 printhead and removal is shown here.

This is another type of printhead cleaning, different from the above.

Cleaning and removing ink is shown below by our "Scullery" team.

An HP original video on how to clean the printheads by our experts. Yes, this can get messy, but it works. If your ink levels are good but you are printing blank pages then this is likely the solution.

Official HP advice on cleaning.

Some printers have a printhead cleaning procedure.

To clean the printhead on an HP printer, access the printer settings through the HP Smart app, navigate to "Print Quality Tools," and select "Clean Printhead"; this will initiate a cleaning cycle where the printer will automatically run a cleaning process to clear any clogs in the printhead

[Matt_62]

Thanks BeemerBiker. I did try to clean the print head several times. The problem seems to be with the electrical contact between the printer and the cartridge. I have tried twice to clean those contacts following the HP recommended procedure. It's too bad because I thought the print quality was decent on this machine. The "Instant Ink" program monitors the status of my ink supply and I believe this situation should have been detected and (proactively) HP should have, at the very least, sent me a message with step by step instructions on how to resolve the problem. Instead, I go through their "support" system, receive a case number, and when I try to take the next step I get the spinning blue wheel. Then, I get an email message saying "your case has been closed". Still can't print in color. Based on the EXTREMELY poor HP support system and no reasonable solution through HP, I'll be going with another brand and will never recommend HP products. I have a business to run... 

[BeemerBiker]

Typical inkjet printer lasts 3-5 years and less if used in a business.  

You likely need to replace the printhead on an inkjet printer when you experience persistent issues with print quality, such as streaky prints, faded colors, or missing text, even after cleaning the printheads or replacing ink cartridges.

The 8600 series printhead runs 50 to 100 USD on amazon.

I answered your post about customer service , but just want to point out this forum is basically user to user and customer service should be addressed at the BBB.

[Matt_62]

Thank you again for your responses. I really do appreciate it. Regarding my HP support concerns, when I experience extremely poor (or in this case, nonexistent) customer support, I believe the only way to inspire change is to communicate the issue to anyone who might not realize what they're getting into when making a purchase decision. Many companies try to hide behind the internet but this is one of the worst I've seen. If awareness of poor support has a negative impact on sales, it might inspire some change (probably wishful thinking). I won't be buying an HP product again but, again, I very much appreciate your feedback. Take care.