01-25-2008 12:17 PM
Maybe an HP moderator or Support person who monitors this area can help?
It is over 5 years old, but has plenty of toner left, and is causing an 1" wide streak on the left side. A replacement cartridge works fine, so the cartridge is faulty.
The store where I purchased it will not honor HP's replacement warranty, so I need to know who to direct this to. I have the original receipt and meet all of the below criteria
Here is what the warranty states for this original HP cartridge:
Limited warranty for cartridge life.
What does this warranty cover? This HP toner cartridge is warranted to be free from defects in materials and workmanship until the HP toner is depleted. The warranty covers any defects or malfunctions in your new HP toner cartridge.
How long does the coverage last? Until your HP toner is depleted, at which time the warranty expires.
How do I know when my HP toner is running out? When you begin to see faded or light type on your printed page.
How do I return the faulty cartridge? Complete a form, then attach a print sample illustrating the defect. Return the form and cartridge to the place of purchase, where you will be given a replacement.
Solved! Go to Solution.
01-25-2008 02:14 PM
You are correct on the Toner warranty. The warranty procedure changed about three years or so ago. Before, you would call HP Tech Support. Then you will tell the Support staff it is the Toner problem, not the printer problem. Your call will be routed to a Specialist dealing with toner problem. You will be asked to do a couple thing to verify the problem. After the problem is verify, a new one will be sent to you and you just get the shipping label and send the bad one back. That is it. Piece of Cake.
No, the procedure is slightly more complicated and designed to discourage people (in my own opinion):
you will still call HP Tech Support:
Then you will navigate through the menu hitting button till you get to printer support area. The Support staff will pick up the call when it is your turn. You will be asked on teh Model number and the kind of the printer you are having problem with. Then, the Support staff will tell you that your printer is out of warranty and you will have to pay $39 (or is it $25) FIRST before a case is open. You will not get pass the till you agree to give a Credit Card number and have the amount charge to it. After the case is open, you will be transferred to a Laser Printer Support Team and a Tech will pick it up when it is your turn. You will again tell the Tech it is not aprinter problem but a Toner Cartridge problem. You will be asked to do a couple thing to verify the problem. After the problem is verify, The Tech agree to send you a new one. Here is VERY IMPORTANT thing you have to do:
Ask the Tech to reverse the $39 charge so you will get the money back. If you don't ask, you WILL BE charge for that amount!!!!!!!!!! Then a new one will be sent to you and you just get the shipping label and send the bad one back.
Easy enough, right?
01-28-2008 02:41 PM
You nailed that one. After calling and going through the voice menu, I finally chose Ink Cartriges as a choice and talked to a rep who opened a case # for me. I did not have to give a credit card number after explaining the warranty was for the toner itself, not the printer.
Four hours later, I got a call from another rep, expained the situaion, gave her a code from the bad toner cartridge, then was told I would get a replacement toner within a week or so.
Thanks again. Give that man a "10".