Resolved Defective HP ink cartridge

I can't possibly be the only person who's ever had this issue (defective ink cartridge), but I'm not having much luck in resolving (getting it replaced). I've never had an issue with ink cartridges before, so this was a surprise for me.
Purchased this HP colored ink cartridge from a local retailer. After discovering it wasn't working (no red, green or yellow only blue) I bought another one the next day as I needed it right away. That one worked perfectly, so I knew it wasn't the printer, just the cartridge.
So tried returning the "defective" cartridge to the retailer where I had purchased it, but they stated they cannot except "opened" boxes for return, no matter what the reason. And that I should contact HP for replacement/warranty.
Therein lies the problem. I've been to the HP website, but either I'm not looking in the right place or not understanding on how to contact them, because I can find no information on how to do that?
Glad this wasn't a really expensive cartridge (under $30) or I'd be really upset. Can anyone give me a hand to help me figure this out?
Thanks!

 

I just spent 10 minutes on the HP site and I could not find how to resolve this either. Had you bought the cartridge directly from HP, no problem. But since you bought it through a local retailer, all I am seeing is to take it back to the local retailer.

I understand the local retailer's position on "consumables". You cannot prove you just bought that specific cartridge, or that you didn't run it out of ink through normal use.

The best solution I can find is for you to Contact HP and see if they will help.

Please keep us posted.

 

Did some more researching on the HP website and found this info in the community support:

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

I filled out that info and submitted it.....

HP warranty validation received Thank you for submitting your warranty status validation form to HP Customer Support.
Your inquiry has been submitted to the technical support team and you can expect a response shortly.

Approximate number of business days until you receive a response: 1

While I don't expect a reply that soon, at least I was able to do something!lol My hubby is convinced they try to make it difficult to do and people will just give up. Like I stated earlier, at least it wasn't an expensive cartridge! I'll keep you all posted!

 

What a PITA! I Note Tony's first link clearly says it applies to cartridges sold from HP.

And from the "Itstillworks" link, it says HP has "a system in place with its retailers to make the process as hassle-free as possible." Yeah right!

I have no desire to debate the pros and cons for using genuine inks, but with the runaround Vicki describes, on top of the astronomical prices (compared to 3rd party) the OEMs charge for replacement inks, it sure makes aftermarket inks look more and more attractive.

I know, for example, if you have a cartridge from LD Products fail, they have a lifetime warranty. You contact them and in a couple days, a replacement is in your mailbox - no questions asked.

Note the following price differences for my HP 564XL ink.

From LD Products - 5 Pack (1 x Black, 1 x Cyan, 1 x Magenta, 1 x Yellow, 1 x Photo Black) for $35
Genuine HP from Amazon - 3 Pack (1 x Cyan, 1 x Magenta, 1 x Yellow) for $100 plus 1 x Photo Black for $29 plus 1 x Black for another $32.

Note if HP offered a 5-pack bundle of my ink, I would have used that in the example. But they don't, for some reason. They do have a 5-pack, but it is with 2 regular blacks, not 1 regular and 1 photo back. And yes, HP regular black and photo black are different formulas and the cartridges are not interchangeable.

Any way, that's $35 vs $161.

I don't think your husband is right. That is, I don't think they make it hard on purpose to make people give up. I just think they are stupid and don't care about customer satisfaction.

I mean until Man can create perfection 100% of the time, there will always be products that fail prematurely. I think most us of understand and accept that. But how a company handles those defective products also plays a big role in how we rate that company - and whether or not we will be return customers, and whether or not we will recommend that maker to others. That just seems like simple common sense to me.

Wouldn't you be a much happier camper if you were able to return/exchange the cartridge with no hassles at the retailer? Of if not the store's policy, been able to visit hp.com and right there was a link that took you directly to the resolution?

Now, you got a bad taste in your mouth and most likely everyone reading this thread has a bad taste for HP. Yet it seems HP does not care.

And the sad part is, that attitude is not exclusive to HP.

 

We have Consumer Protection Law in New Zealand. The purchase MUST be fit for Purpose,.and the supplier must make good for the client.
My bone of contention with HP is like Bill - the extremely high price of cartridges which I have expounded on many times in the past.
HP offer a AIO inkjet printer for $39.00 with very small capacity (ink quantity) and the Retailer asks if you like to buy 2 new cartridges.
TWO new cartridges will cost between $60 & $70!!!
I've often said to the salesperson that when the ink runs out - I'll be back to buy another printer at their $39 sale price!

 

*update* So after visiting the HP community boards a couple of weeks ago, someone responded with a phone number to call to speak with a representative. First person I talked with told me I was basically SOL as my printer was no longer warrantied and parts were no longer being made. WTH? I wasn't referring to my printer, just the cartridge!

But he insisted they were no longer making them either! After somewhat of a lengthy discussion with him and getting no where, I asked to speak with his supervisor. He informed me that I would be told the same thing that he just stated. I assured him that didn't matter and I still wished to speak with him. After waiting for about 10 minutes I was cut off! Grrrrr!

Called the number again and received another 'technician'. After explaining my issue he asked me to hold while he connected me with someone else who could assist me with my problem. Another 10 minute wait and once again I was cut off! (Now I'm getting frustrated!lol)

Third call and lo and behold I actually received a VERY helpful representative! She asked if I had a case number (which I gave her, but had received notice that it was closed!) After about an hour talking with her and her filling out several claim forms (I'm guessing?) she finally gave me a new case number and told me that they would be sending me a replacement cartridge!

It took several days before an email was sent to me with that case number and that my cartridge would be shipped. The day after I received the email, a HP rep called me to tell me that my cartridge should arrive around June 1st. I've since be getting emails confirming that information (that the cartridge would arrive around June 1st).

Now just to wait and see I guess! Needless to say, there isn't any happy feeling about the way this was handled (their cartridges are supposed to be warranted, but they sure don't give you any options on what to do if they fail!) I'll be back when/if I receive my cartridge!

 

Great story of perseverance Vicki. You must tell us what happens in 7 days.

 

What is the cartridge number? Or more to my point, does HP sell those replacement ink cartridges on their own web site here? If so, then clearly, it would seem, the first representative, besides being a rude incompetent a$$, lied to you too.

For the record, if my HP dies today, I'm probably going with Brother. I keep hearing good things about their AiO printing devices, and not-so-bad things about their customer support.

 

I have also stopped using HP inkjet printers. Now Epson is my go to brand. Brother is pushing products like anything in India but wary about long term support.

 

Long term support? I don't understand what you mean. Brother is a big, successful company that has been around well over 100 years, much longer than Epson. Unless there's some big executive criminal scandal, that company will be around long after you and I are gone.

 

Brother is a relatively "young" company in India. It started introducing its consumer printers only 2-3 years back.

 

Great news! My HP replacement cartridge arrived this morning!! Even more surprising, they replaced my HP60 ($28.99 retail value) color cartridge with an HP60XL (retail value $58.99)!! And yes, Bill, they sell the same cartridges on their website, as this is where I came up with the retail prices. (Thus my frustration with the first person I had spoken with telling me they were obsolete!) I'm very happy to have gotten this resolved, but my, what a PITA!lol

 

Great! I am glad they finally got you sorted out. And very nice they gave you the XL cartridge instead of the standard HP60. I wonder if they gave you the larger one as a peace offering, or if it was done in error?

For the record, when it comes time to replace your printer, I sure recommend getting one that uses separate cartridges for each color. I used to have a client who business letter head included a yellow background banner. He kept having to replace his color cartridge because it would run out of yellow yet there was still plenty of cyan and magenta ink left.

Hmmm, just looking at LD Products for the HP 60XL Color and I note they say it is "Backordered We are not currently taking orders for this item." That might suggest an even greater difficulty getting replacements in the future - especially if HP is no longer producing printing devices that use the HP 60 series cartridges.

At least they seem to still have a decent supply of black.