dwruddock

asked Sep 27, 2007 at 5:36pm
Hp HP CopyJet Color

Need Ink Cartridge "Holster/Carriage"

I have an HP 7410 xi and I have finally found the problem with it. The ink cartridges sit inside this area made up of three (3) light grey plastic "walls". The middle "wall" has a spring on it that is held onto the wall by a little molded tit that is part of the plastic mold. This tit broke and the color ink cartridge will not sit in there correctly. Thus giving me an error message "cartridge jam, please clear jam and try again" or somthing to that effect. (I got tired of reading it two weeks ago.) Can I buy the plastic "wall" (the center one that seperates the two ink cartridges), or can I buy the whole assembly with all three walls and hoods for the ink cartridges? I have already removed the old "wall" so if I can get a new one, I should have no problem replacing it.

Thanks,

Darin
I dont have a broken spring yet. I am getting a "remove and check color cartridge" on my hp 7410xi all in one. I put a folded piece of paper in the slot on the right side of the color cartridge and it is working now. Do you think its a contact issue that a new cartridge will fix? I though I might buy a new one and try it. By the way I did call HP and found the service and resolution to be extremely poor. If the new cartridge doesnt work better I think I will try the tactic you have listed. Any input is appreciated as this is a slightly different issue but I believe still had to do with the spring. They told me to clean the contacts on the printer and cartridge that didnt work and I still need the "paper wedge".
by unknown on Dec 21, 2007 at 9:38am Add comment
Join the club. If you had done a forum search, you would have discovered you have lots of company. If you were lucky, just the spring broke and you can epoxy it back in place. Nobody is that lucky and it probably punctured the ribbon cable behind it. That causes all kinds of problems and of course can't be fixed since HP considers the printer disposable. That's right, no replacement parts available. If you contact them, they'll graciously offer you a discount on a new model, which of course you can buy cheaper at just about any store.
by moe on Sep 27, 2007 at 6:01pm Add comment
Just got off the phone with HP Support, after two hours and 5 different people. I had to really get pissed off with them, and I refused to hang up. I kept insisting on speaking to another supervisor. They finally caved in and they are shipping me a brand new printer. I will have it on the 10th of October. Just mention this thread, and the other posts within the website about the 7210, 7310 and 7410 series and the bad cartridge carrier/spring design. Once I mentioned that and a hundred other people that have had the same problem on this site alone, they pretty much directed me to THE ONE person who could extend my warranty "miraculously" and authorize a new printer be sent to me as a replacement. Good luck to all you people with this problem. BE PERSISTANT. DO NOT TAKE NO FOR AN ANSWER. HP IS WELL AWARE OF THIS PROBLEM AND WILL REPLACE YOUR PRINTER IF YOU REFUSE TO GO AWAY. Now remember, I was on the phone with them for at least two hours, it was not easy. They tried to get rid of me for at least ONE of those hours. Appearantly, they are not allowed to just "hang up" so when they start to say they are done, and can't do anything else and "have a good night". Just say...."I am not hanging up until I speak to your supervisor". Do the same thing with the next person and the next person and the next person. Eventually, you WILL be sent a new printer!!
by dwruddock on Sep 28, 2007 at 6:20pm Add comment
Hi,
I contacted technical support through the online chat. I explained the error message "Check right print cartridge" he wanted me to walk through several steps (which i did not do because I could see holes in the copper circuit) He asked me about the x-bias spring and I touched it and it feel into the computer, I told him that I could see holes in the circuit and he said Ok, looks like we can get you a replacement printer free of charge. No problem. However, I then called HP just to see what they would say, they told me the whole, we can give you a replacement and a reduced price.

So, I recommend going through the chat, they will schedule a call back - mccarthycm
Did you get contact number of the person at HP that would be great - Anonymous
When dealing with HP they seem to end. Conversations by asking if you are satisfied, if you say anything like "yes" they do not try to help you any further.
by Stephen on Sep 28, 2007 at 7:02pm Add comment
Kudos to you for not giving up and congratulations on your success. What model are they sending you as a replacement? I'm going to reference this thread to the other ones on the forum. Have you got any kind of record of the numbers you called and who you spoke to. It will save other people from 2 hours of phone time. You are the first one to have the persistence necessary to get them to own up to the problem. Well done!
by moe on Sep 29, 2007 at 9:20am Add comment
I am sorry to say that I have no idea what the names were of the techs and supervisors that I spoke to. Not that any of them use their real "Indian" names. They americanize their names or just pick an american name out of thin air and then butcher the pronounciation to where hell wouldn't have it.
They are sending me a new 7410 xi All In One, just like the one that I have which does not work. I told them that except for the broken spring, the printer is exactly what I need. I was not interested in upgrading, or trying a different model. They did ask me to to do that, upgrade, I mean. I guess so they could have an excuse to charge me.
They will aks for a credit card # when you finally get this resolved. The only reason is to charge you in the event that you fail to return your used printer AFTER receipt of your new one.
I have also received an e-mail confirmation with a Fed-Ex tracking # which says that the new printer will actually be here at my house in Florida on October 5th. Next Friday. I will be sure to bring closure and reassurance to all you readers out there who are "hoping or skeptical" that I receive the new printer that they promised me.
Please feel free to ask any questions as to the process I went through on the phone. I will check this thread once or twice a day for the next month or so. I hope this results in alot of satisfaction to all the people I have seen on this site that are still trying to "GLUE" the spring back in place only to find out that the PCB has been comprimised and torn. (Am I speaking from experience? hmmm)
MOE, is there anything else I can do to help?
People, just remember, HP has very qualified people who know how to resolve every problem your printers may have, and they also know how to get around warranty issues. BUT....they also have an ARMY of "SOLDIERS" answering the incoming phone calls, ALL of which are trained to be "pleasing" yet shortly explain to you how this problem must have occured from neglect, or this problem is out of warranty, or the only solution is to upgrade your printer. They are well trained to do this so that people like us, GIVE UP, get off the phone, and go buy another printer. DON'T BE ONE OF THOSE PEOPLE. STAY ON THE PHONE. DON'T LET THEM SIFT THROUGH YOU WITH ONE OF THE LOWER TIER, PHONE ANSWERING, PIMPLE POPPING, BOOK READING "SOLDIERS". GET PAST THE ARMY OF SOLDIERS AND SPEAK TO ONE OF THE FEW GENERALS WHO HAVE THE AUTHORITY TO DO SOMETHING!
- dwruddock
My advice is to check that spring on the new model and see if they beefed up that flimsy plastic retainer that holds it in place. If they haven't and it was my printer, I would get some epoxy designed for plastic and put a good coating on the spring to keep it from popping out again. I would also be real careful when taking out and reinstalling the print cartridges.
by moe on Sep 29, 2007 at 1:07pm Add comment
Good luck to all with the broken tension wire on the black ink cartridge side piercing the data cable...As I've wrote before, had it happen to a 2610 we finally pulled out of storage to replace another even older printer...Technically, it was brand new, but out of warranty. Within one black cartridge change the machine was broken. Started writing about it here...Long story. Talked with Julie, a Tech Manager who basically told us there was no documented defects related to the tension wire punching through the data cable, soooo, HP could not offer a refurb or parts, not repair! I also sent a letter to their headquarters and basically forgot about it (one Tech suggested just throw it down the dumpster chute).
Out of nowhere, a week later, and after writing of the event here, a Manager, Jeff, called from their Denver offices. He talked, listened for about 40 minutes starting out with "How can we satisfy you?" Longer story short, he sounded as if he was going to authorize a new printer. Two weeks later we've seen nothing and haven't heard again from HP. Guess I have to retract my retraction, that HP was finally going to make good.
Eric Shore
Miami News
- unknown
My 7310 printer is currently in the shop and I'm dealing with the same problem that you had.
I'm still having trouble getting past 'India' and getting a replacement printer at no charge. Would you be willing to give me your case# to reference? I think that would help move things along much quicker. Thanks for your help and persistence!
by jacksears on Oct 1, 2007 at 3:53pm Add comment
Sure, the numbers I have in reference to all my conversations with them are as follows.

service ticket # 8003230056
Customer ID # 1072391183
Order # LBD343-01

These were basically developed in chronological order just the way I listed them above, In other words, as soon as I made first contact with them they issued me a "service ticket #" then after transfering me to several different people and making the decisicion to call this what it was, (a HARDWARE issue), they ( a supervisor) put me through to the hardware department and that is when they issued the "Customer ID #". Once the hardware department gave the OK to ship the new printer, they gave me the "Order #". I hope this is ALL very helpful. If I can do anything else, please let me know.

Darin
by dwruddock on Oct 2, 2007 at 12:34pm Add comment
Thanks for the ticket info, I didn't end up having to use it but I did reference that another customer had received a replacement for the same issue. One supervisor in India instructed me to call HP Corporate Headquarters as they said they were the only ones that could help (ph 650-857-1501). Once I got the operator on the phone at headquarters I asked for a Senior Case Supervisor for the OfficeJet All-In-One products. The first time I spoke to a Senior Case Supervisor, he transferred back to India and they told me they would call back but it sounded grim for being able to help me.... they never called back. So, I reached out to another Senior Case Supervisor, this time they transferred me to Canada where I spoke to a very helpful representative who was happy to replace my printer with the same model with very few questions asked. She even had the replacement 7310(refurbished) sent via FedEx overnight! I received my new printer today and I can't tell you how glad I am that this is over... at least for now.
by jacksears on Oct 3, 2007 at 12:10pm Add comment
All VERY helpful. I have a 7410 and don't use it very often, so just replaced the Black cart. yesterday for the FIRST TIME. Of course, it doesn't work so I called HP and spent hours with them. They are terrible. Every dept. needed me to repeat the info I gave the other dept... and they can't understand half of what I say.

The printer is great, when it works. They gave me the UPGRADE deal, which, as you say, is MORE than going to COmp USA and buying one outright.

HP needs help.
by unknown on Oct 13, 2007 at 12:19pm Add comment
dwruddock, your help is much appreciated. I seem to be having the same issue with my 7210. It looks like I will be calling HP tomorrow.

One question: What is the correct reply to something like "it's your own fault, you inserted the cartridge too forcefully" or "sorry, warranty's over, can't help you" ? I'm prepared to fight my way through following your good example, I just don't know what to say. Naturally, I DIDNT insert it too violently.

Btw, I will be calling from Germany. Do you have any idea what I might run into?

Thanks,

Anton

by unknown on Oct 16, 2007 at 10:57am Add comment
well guys-thanks to your posts, i contacted the generic HP habib/india line. got a lady who told me its out of warranty(purchased 2/06). duh. she said buy a new one. i said no. she said yes and i said"supervisor" nothing else. she went away, came back and then gave me service ticket number 8003925062 and transfered me to somone else.
they gave me the distinct pleasure of asking me how much i paid($520) then told me for only $469 i can get a refurbished one sent to me... =)
i said no-send me new one. other people get them-i want one.. rant/rave/jump...
she said sure-let me transfer you. then the phone went to ringing. i let it ring for about 7 minutes then decided i hate HP. i left it on speaker "just-in-case" and used my cell to call corporate at 650-857-1501 and pushed "0" for operator. when they came on i asked for " senior case manager for officejet" they were a little confused and so i said i have a service ticket number. that seemed to help so they transferred me. it tried a few times then they came back on and siad they are busy and transferred me to 'Cindy'. she verified info, confirmed my identity after i gave service ticket number and asked what was problem.
i told her, i replaced the black cartridge for the first/second time since purchase and it wasnt recognized. then i took out both, compared and discovered plastic part holding spring had broken and punched hole in electric ribbon... she stopped me right ther sorta luaghing and tol me she knew EXACTLY what i was talking about(happens a lot huh?) and that since they were so busy-somebody would call me back tomorrow during the day...
so there it sits...
mark
by ccpanel on Oct 16, 2007 at 4:12pm Add comment
new info;
HP corporate called me back today-i did not think that would happen.
I got a call from a cust service guy who told me that i would get a replacement printer tomorrow that will ahve a 90 day warranty. i did not have to give credit card info.
i originally bought mine in 2/06.
after it arrives, i will post his direct line. this excellent customer service is working toward bringing me back to HP land... as long as i dont try to re-use thier software...
by ccpanel on Oct 17, 2007 at 8:21pm Add comment
I've heard that the replacement printers are sometimes missing parts. I watched Jack Sears (a few posts up) take the replacement out of the box and it was missing the control panel overlay. I showed him how to pop it off the old one and put it on the new one. I heard of another instance where it was missing a tray. I don't know what's happened to HP's quality control where they can send out something like that. I can see where a paper tray could be left out, but the control panel overlay missing is very obvious. So check the replacement out before you go sending back the broken one.
by moe on Oct 18, 2007 at 9:26am Add comment
I just about 5 minutes ago got the printer.
will be posting a pic here in a few.
missing bottom second paper assembly
missing paper tray
missing paper tray on top
missing overlay

and all that is before i got it out of the damaged box.
the rollers seem to show significant wear.

i MAY try to see if i can take apart mine and just replace the carrige assembly. POS! argghh

here is the name/number of the man responsible for my 'used' POS replacement printer.
direct line;
Paul Roy
1-877-917-4380 ex 95
M-F 10-6 eastern

get crackin boys.
by ccpanel on Oct 18, 2007 at 2:42pm Add comment
I am a service tech at a major retailer.
when you received the refurb printer from HP.
you have to trasfer the overlay control panel, the rear duplexer,
the ADF tray and paper output tray to the replacement printer, these are considered accessories. just take a look at the instruction taped to printer, - Anonymous
This isn't like HP. I've seen replacement printers they've sent out in the past (other models) and they looked like they were brand new off the assy. line. Wonder what's going on? Anyone else trying to get a new printer, take note of this and mention it to the "senior case manager", Paul Roy, or whoever agrees to replace your printer. We'll get this whole procedure refined yet!
by moe on Oct 18, 2007 at 2:54pm Add comment
Thanks to all who posted to this thread because I was able to get a new printer sent to me after I explained to them about this website.

The spring metal clip on the side of the black ink cartridge receptacle kept coming out whenever I tried to insert the new cartridge. The color one also broke while I was trying to solve the issue with the techinician.

I had a really bad time trying to explain to the technician that the printer was broken but he wanted me to go out and purchase another ink cartridge when I had already tried 3 (two brand new and the one I was replacing). He actually hung up on me when I got a little angry and told him it was ridiculous for me to go out and buy another cartridge when I had two brand new ones right in front of me. He even had the nerve to tell me the cartridges I was using was not HP because of the troubleshooting we did using the HP printer. I tried to explain to him I was using original HP cartridges and possibly the printer wasn't able to read the cartridge because it was broken.

I finally called my third time and spoke to someone in Canada and the issue was resolved right away. I explained to him that the metal spring clip kept coming out from the side wall whenever I tried to reinsert the new ink cartridge and he immediately determined the printer was broken. A new printer is being sent out right away and I should be receiving it in a day or two because its the weekend and they won't ship till Monday.
by unknown on Oct 20, 2007 at 9:05am Add comment
Man you guys are amazing. Just goes to show you how coming together gets results! (smile). I to just had the same problem could not figure out what the heck was going on. New still in the packaging cartridges not working...

Then low and behold I look in the back and see the tear. Was difficult to figure out what everyone was talking about. I just could not find the plastic (see through and in a dark area). However with the flashlight got it!.

At any rate, I went through about 30 mins of stonewalling from the normal customer support channels and then proceeded to call the number posted here WALLA! They are sending me a new one tommorrow.

Again, thank you everyone here for your dedication and support.
by unknown on Oct 22, 2007 at 11:19am Add comment
I just got HP to do the same on a "one time only basis" on a 2610xi with the same problems. Thanks for the advice and the posting! - unknown
I have a 7210 with this problem. I called in yesterday, but was told my serial number did not qualify for free replacment. I am going to try agian today. What a PITA!
by Anonymous on Oct 26, 2007 at 6:55am Add comment
I called back to the number listed in the above post and he asked for my case number. After a short discussion a refurbished printer with no tray or cords is on the way! That is fine with me. Sounds like you need to call the HP tech support line first and get a case number. Then hang up and call the case manager line to get a replacement.

First call 1-800-474-6836

Then case manager at
1-877-917-4380 ex 95

Good luck gentlemen!
by smithder on Oct 26, 2007 at 7:31am Add comment
You guys ROCK! A nice woman named Kris hooked me up with the quickness at 877.917.4980 x95. Keep crack a lackin'! - Anonymous
I would like to take a moment to thank the users of this forum. Friday I had a problem with my HP 7410 and replaced it Sat. Sun. I was still troubled with the fact that the 7410 lasted just over a year so I got on the Internet and searched for troubleshooting tips when I happened on this forum. I checked and sure enough the wire in the print cartridge carrier had pierced the printed circuit.

Enraged that HP had wasted two hours of my time Friday knowing fully well they had a problem with these printers and resolved it by offering me a few dollars off of a new unit. I contacted HP again. I’m how waiting for the replacement to arrive. My thanks to all of you who have posted on this subject.
by unknown on Oct 28, 2007 at 8:20pm Add comment
Agree. Without this thread I wouldn't have been able to figure out what was going on. It is frustrating that HP doesn't just admit the problem when they get a call of this nature and do the right thing w/o wasting our time. They wasted about 3 hours of my time too before I found this site. It is such a design flaw that they should have had a RECALL of all of these printers... which would cost a ton of $. Handling the returns of those that call is a lot cheaper for the company. That said, they should offer the swap immediately. Whatever happened to FAIRNESS.

What is really sad is when they instead try to "upgrade" (ie. sell) you a new printer (they even asked me to send in my old printer within 15 days... hence the term UPGRADE, or they would charge me an additional price of around $200... knowone knew exactly). As has been previously mentioned on this thread... the rub is this "UPGRADE" price is MORE EXPENSIVE than if you just threw the printer in the trash and went to CompUsa to buy the printer there! Is that insane??

Thanks to all for keeping it sane.
by unknown on Oct 29, 2007 at 5:18am Add comment
This is a classic case of avoiding accountability and shifting responsibility into the realms of the ridiculous, it demonstrates the lengths to which some companies will go to increase the sales of their products and dodge their responsibility.

HP is a multi-billion dollar company with a global brand and a responsibility to be honest and accountable, instead of fostering irresponsible corporate behavior.
by unknown on Nov 1, 2007 at 6:28pm Add comment
Hi guys,

You people are so lucky to live in America :( where customer service means something... I live in France and have tried several avenues to get my pronter replace.

It seems I will have to do it the American way ...I.E. .... get legal help.

I posted here on the HP forums but they edited my posts but i still found some of the people there which are helping me with case numbers. It would be a great help if some of you could supply the following things ...

Case numbers
Printer model number
Link to a picture of the fault
Final outcome (Did the replace with the same model, Did they charge etc.

Any help would be of great importance, you can also contact me privately at wayne_its AT [email protected]

As you can read in my case the HP people here in france just hung up on me telling me the printer is 2 weeks out of warranty and I could pay 280 euros for the SAME refurbished model that would have 3 months warranty.

Very VERY disappointed that I have had to refer this site on there forum and still get no success because i live in France !!

I will start ...

Printer model 7410 Serial numbered MY63TP749V
service ticket # 1073056155

When not happy with the base operator I had to E-mail [email protected]

I mailed this ...
__________________________________________________

To whom it may concern,

Firstly I must say that I am disappointed with the after sales service as are many people I read around, I researched the issue well before the calling HP. I explained to the first technician what the problem was and I still had to pay for 30 mins of telephone with you support.

I was then promised a call back within 48 hours, which was the next day but the call went to my answer machine, The person never left a number to contact him on. So I waited another 2 days but no call back. I have now had to call again and got offered a refurbished 7410 ate 180 euro !

I think my problem is VERY clear here ...

http://forums1.itrc.hp.com <---- MAKE SURE TO READ !
or here ...
http://www.fixyourownprinter.com/forums/inkjet/50913#1

Now more here on previous HP combo Models just to show that this was a KNOWN issue including the 2610 & the 7310....
http://www.fixyourownprinter.com/forums/printer/44925

I am done searching the Internet, you people at HP must know this is an Issue either in Manufacturing or Design (I let you take your pick as to which)

The bottom line is that this problem is NOT a wear and tear issue from usage,
It is not a problem of incorrect cartridge or user installation as I used the HP official cartridge and was very careful during the change as were the 20 or so people in the above posts all with EXACTLY the same issue.

HP has set a precedent by changing the printer FREE for many customers regardless of the warranty period. Further more to ask me to pay 180 euro for the same printer which will have the same defects is ridiculous.

What I would like to resolve this problem is a NEW printer of equivalent functionality (Including the wireless). As HP replaced Angie's printer FOR FREE with the L7780 with OVERNIGHT delivery also FREE. This would be a satisfactory outcome to this issue.

Awaiting you reply impatiently as I have no FAX or PRINTER.

Best Regards,

Wayne Fitzgerald
___________________________________________________

After which I recieved this message ...
____________________________

Service Exception HP - http://www.hp.com/ October 22nd, 2007

Dear Sir,

In response to your mail of 10/19/07, we informed that your HP printer PS 7410 is Out of Warranty.

In order to solve your request we advise you to contact our HP support at 08 99 700 058.

Sincerly

Youssef

Service Exception HP
_____________________________________

So I rang this number and got a guy that new nothing about the case, after explaining it AGAIN ... He told me that the printer was out of warranty and no "commercial" offer would be done, and then hung up the phone.

_____________________________________

I replied this to them ..

______________________________________

Service Exception,

I rang the number ... I spoke to someone who had no idea about what was going on, I re-explained everything to him again, The end result was he hung up the phone on me and didn't call back. I don't find this an amicable solution to the problem.

I have consulted legal advice and they suggested me to try once more amicably with a PERSON from HP.

I would appreciate it is someone can call me back and explain to me what is going on.

You can contact me on +33 xxxxxxxxx (It does not cost you 1.34 + 0.34 cents per minute !)

Look forward to your call.

Best Regards,

Wayne Fitzgerald

________________________

I have had no feed back .... so now I need the support of the general Comunity to establish that this problem has been know since a long time (previous models) and hopefully then with a letter stating several case numbers HP France may well acknowledge what we all know ... this is a PROBLEMM !!!
by waynef1975 on Nov 5, 2007 at 9:46am Add comment
Wayne, I understand your frustration, but everything you ask for is documented in the thread above. There are case numbers, phone numbers, photos of the fault. If you do a forum search, you'll find other threads. Usually the mere mention of this forum to HP will convey the fact that you are aware that it is in fact a faulty design issue. Why do you think the other posters on this thread received new printers? It's a lot cheaper for HP to send the people who found fyop a new printer than to deal with a class-action suit and a possible recall. Asmirnov in a post above is in Germany. You might want to click on his name and email him and ask if he was able to get his printer replaced.
by moe on Nov 5, 2007 at 10:28am Add comment
Well guys, Today I tried this number ...

Then case manager at
1-877-917-4380 ex 95

and had a good chat to him abou the whole affair... He was none to happy that I had his number :) and said to me how should he do his job if 20 people a day are calling him to tell him about this problem. I suggested it would save both HP and the consumers much time if there was one point of contact for this problem, I said to him if he had 20 calls about the same problem he would soon have to highlight this to his boss quick smart.

He did tell me that "IF" there were a problem/recall that there would be an internal memo stating that they could replace untis etc for free. He would not tell me if this was the case or not.

In anyevent he does not have any means to help me here in France, he said each one has to go to his local country. So it looks like the only option I now have here in France is to take the leagal root :(

Its ok though, after all this hassel it is now a matter of principle.

I want to thank fixyourownprinter for having a place where us users can get together and highlight problems like this. I just feel sorry for all those people who are not IT or forum savey that have paid for there upgrades as we could never know the full extent of "upgrade" replacement program for various design/defective products !
by waynef1975 on Nov 5, 2007 at 11:12am Add comment
I had the same problem on HP 7310 All-In-One. Error to “check right printer cartridge”.

Called HP 800-474-6836 and was told printer out of warranty. Told them it’s not my problem their printers have this problem. After some time I was given a service ticket number and transferred to tech support.

Again I was told it was out of warranty. Again I told them- printer works just fine except for this manufacturing defect. Also mentioned this forum couple of times and told them it wasn’t my overuse or misuse that caused printer to break. They tried to give me service free for one year, told them I don’t need service on a printer I can’t even use. They kept asking if it was the ink cartridge that was broken. Then they tried to get me an upgrade discount on a new printer. I told them I wasn’t going to pay for another printer even at a discounted price just because of a defect on their end.

Tech tried to tell me there was nothing else he could do. I asked to talk to supervisor. She came on and acted like she knew nothing (though she did speak better English! LOL). Had to explain problem all over again. Told her I wanted a replacement at no cost. I think one of the previous posters was right- they can’t/won’t hang up on you but they will try to make you hang up. She put me on hold for a long time and said she’d go see what she could do.

She came back on and said this is a problem with this printer but only certain serial number are affect and (of course) mine was not. She was so sorry but would have to charge me for service. I told her no good I wanted to talk to her supervisor. She stammered something about a case manger and put me on hold again.

She came back and said she had “escalated my case to a complaint” and was going to transfer me to a case manager. She said if they didn’t pick up call to leave a message and they would call back in 24 hours. I asked for a direct phone number to the case manager in case call was lost and she stuttered there was no line and we had to go through them.

Joe came on and was very nice. Explained whole problem again. He said no problem and said he’d be sending out a refurbished 7310 and we should get it no later then 3-4 days. I asked for his number and he gave me the same one as the other poster got- 877-917-4380. If you’re trying to get a refurbished printer you might just want to call this number first thought you might need a case number.

You do have to be very determined, firm and persistent (I was on the phone over 2 hours). Being pretty mellow and hating confrontation I found it a good lesson in being assertive (LOL). O and when they stop playing hold music your getting closer…just stick in there!
by unknown on Nov 12, 2007 at 1:37pm Add comment
O and I forgot to add...you guys are awsome- Thanks!
by unknown on Nov 12, 2007 at 1:42pm Add comment
Question?
I still have the one they wanted me to mail back to them minus certain critical parts they had me exchange out. Does anyone know how to swap out the ADF? It is an HP 7210

Ok, I have posted on how diligent HP was after a few trials and tribulations in replacing my printer. Now, when I received the printer it appeared to be NEW however my suspicions were that it was a refurbish.

Now, I am not against refurbished assuming everything is in working order...

I have just realized my document feeder does not work. I have not had a need to use it up until this morning and have doing summersults trying to figure out what the problem is.

I do not know why I did not check this prior to this point due to I am use to customer service sending people refurbs with problems (I worked retail many years ago).

Question?
I still have the one they wanted me to mail back to them minus certain critical parts they had me exchange out. Does anyone know how to swap out the ADF? It is an HP 7210.

I have no problem with taking the ADF off of the one they want me to send back and giving them this defective one.

Thanks in advance

by unknown on Nov 15, 2007 at 1:19am Add comment
It's a quite involved procedure for removing the ADF assembly. Normally, the easiest thing to do would be to just swap the whole top. On most HP MFCs that's pretty easy, but on the 7210 it's not. I haven't ever had to do it, but I just eyeballed one, trying to figure out how it comes apart (no screws) and it looks to be extremely difficult. I don't know if there even is a service manual for it since there are no parts available. Why would there be a need for a service manual if you couldn't fix it after you figured out how to take it apart? I can't see why the ADF wouldn't work if you've never used it before.
by moe on Nov 15, 2007 at 9:32am Add comment
Yes, I simply did not consider even checking the adf. I checked everything else. It simply is not grabbing the paper. You hear it beep, alerting you the sensor is recognizing it however it does not grab it. I noticed the wheels (gears) seem to be stiffer to turn so I tried working them thinking maybe it was just never used and not worn in.... No luck.

It might be the problem this (possibly refurbished) unit had from the very beginning. I mean it is the lesser of 2 evils I suppose, my other printer would not print...

However there are several occassions throughout a month where I have to scan legal transcripts totalling 2000 pages or more. So, the feeder is needed.

Thanks for checking it out. I suppose it is back to the drawing board :) .

Thanks - Anonymous
Yes, replacing the entire top is much easier. Just remove the plastic cover along the back (just snaps off) unplug two harnesses and rotate the top off. I had a 7310 whose ADF was not working. Since I had 3 other machines that have the infamous hole in the carriage cable I thought it may be an easy fix. No such luck. Apparently the signal from the logic board must be the culprit or else the cabling itself. Either way, it was not worth chasing down the problem as copying on the glass still works. This machine is in general a nightmare to teardown. I took one apart just to see how it comes apart and could not believe how difficult this machine is designed. Won't do that again. If you need to clean out the spittoon, just tip it on its side and use a hose. Not a technique I use except in this case. Fortunately, most machines I see have the broken cartridge wire so the diagnosis stops there.
by unknown on Nov 16, 2007 at 8:09am Add comment
Thanks Sue, your help is greatly appreciated along with everyone elses here. You guys have been great! :)
by unknown on Nov 16, 2007 at 10:58am Add comment
Thanks for this thread!!!!!


I called and without any hassles I am getting a replacement!


THANKS!!!!!!!!!
by unknown on Nov 20, 2007 at 6:56am Add comment
I must say I am jealous of you people in America with your good customer service, Today I had to call the Lawyer in after getting nowhere in France even with this thread.

I will keep you posted on my progress ... but really ...
GGGrrrrrrr
by waynef1975 on Nov 20, 2007 at 1:03pm Add comment
Hey, I forgot to mention. I did manage to swap out the ADF after reading your posting carefully. So, now ALL is fully functional.

by unknown on Nov 20, 2007 at 2:30pm Add comment
After reading the FYOP Printer forums like a usually do on a monthly basis I found out that some folks are getting success with getting their "painfully obvious" manufacuturing defect printer repaired/replaced by HP. This is good news to me as I have been trying for repair for quite some time; actually since May of 06! I didn't even finish reading the whole series of postings and immediately called HP support. This time I am going to document EVERYTHING.

On 23 Nov 07 at 2:48pm (EST) I got Chrisala and asked where she was, of course it was India. After the usual getting my name, number, e-mail, asking for the serial number, model number, and going through the whole checklist, she told me about how the printer was out of warranty (which I already knew) and my only option was to buy a new one for an additional $291! WHAT! Last time I did this they tried getting me for $257 (or so.) I told her that this is was NOT an acceptable option. I told her that I have been trying to get this thing fixed for a LONG time and that my previous call records would show that.

Then she told me that they have no records of my previous calls. No case numbers, nothing. I was incenced at this point! She asked me for any previous case numbers to which my reply was (of course not) that I was never issued one during ANY of my calls. Funny, even this time I was not able to get a case number and I told her that she hasn't even issued me one yet! Normally a case/ticket number is the FIRST THING issued upon call answering. I then asked to speak with a supervisor. She put me on hold and after about a minute the phone began to ring and continued to ring for another 5 minutes. Then I got a busy signal it hung up on me!

I immediately called back and asked for technical support. I got Fabian this time. I mentioned that Chrisala was helping me previously but we had to go through the whole tech support stuff again, email, phone. Magically this time they DID have a record of the call from litterally just a few mins ago. He then started to find a "suitable option" for replacemnet. I told him not to bother and that Chrisala did the same thing to me and to please put me through to a supervisor. I got put back on hold again at 3:13 (EST). WHY does HP insist on using support form India?

I then talked with Jit - He mentioned that printer is 500+ days out of warranty. I told him that I have been trying to get this repaired for a LONG time. He told one way to get repaired was to go to the HP web site and use the CHAT system. I Told him I would gladly send the transcript from last time I did this on 5/18/07. Then (in a really agravated tone) I told him that he/they are doing EXACTLY like the FYOP.com web site said they would do. To the TEE! Amazing. I then told Jit that I have not received a case number to date. EVER. Even on my last call which was hung up on.

He then put me on hold for a minute or so. He came back on the phone and told me that he would assign a case number and I needed to call HP corporate offices in Ca. I read the phone number off of the FYOP.com web site and he confirmed the phone number of the corporate 650.857.1501. He also gave me the fax number: 650.857-5518. Wow a service ticket number! Service ticket: 8005329991. While Jit was still on the phone I quickly looked on the FYOP web site and found a previous posting with a ticket reference just to make sure he wasn't giving me some bogus number. They looked similar thank god. I immediately called corporate office talk to someone about case #.

** Called HP corporate 3:23(EST). Was asked if I wanted to talk with tech support, and I vehemently refused and stated that I hope I never talk to them again (esp the ones from India). I asked for a senior case manager and talked with Jennnifer for a brief few seconds. She then put me on hold to check on the availablility of a senior case manager for the Officejet line. The Mgr assigned to me is Dawn.

I relayed to her the (hopefully short) rundown of the issues that have taken place over the past year or more trying to get this thing fixed. She listened. I also asked her if she was familiar with the FYOP web site and she said she was. I never mentioned the postings but the fact that I keep up with this issue as I have been trying to get my 7210 fixed for a LONG time. A few more questions later and she was issuing me a transaction number and telling me that the refurb model would be on my door step on Tues the 27th! By 3:40pm I was done and off the phone! I even have a transaction number and order number as well. It wasn't long after I got off the phone with Dawn that the confirmation e-mail for the order showed up.

If it wasn't for this site, the support of the other posters here having the same issue, and the fact that I was able to read and and recognize the pattern of denial used by HP, I probably would have given up a long time ago and succumbed to the $291 "upgrade". I know this post is long but I DON"T GIVE UP HOPE! Thank you to all who posted before me on their trials with HP. You help me out the most! Thank you all!
by unknown on Nov 23, 2007 at 1:59pm Add comment
you guys really need to stop giving out HP's corporate number and ticket numbers off on the internet.. HP Is watching you!!
by Anonymous on Nov 24, 2007 at 6:20pm Add comment
I for one HOPE they are watching and seeing the extreme lengths we have to go through just to have them do what is right. Along with the united front a mere forum can accomplish.

Up until this message and corporate info was posted far to many would have had to personally take on the expense of HP's obvious manufacturers defect in product.

So, ask yourself what can they possibly do? Change their number, run scurry and hide in their administrative red tape, give more of the same stone walling?

Somewhere someone said

That which is done in the dark always comes to light ;)

Uhhh why was there not a recall? hmmmmmmm

You guys keep doing what you are doing, you have actually placed the burden where the burden belongs. With the manufacturer NOT the trusting/misinformed consumer.

nighttraindb
by unknown on Nov 24, 2007 at 9:01pm Add comment
Please feel free HP to contact me, I still have this un-resolved issue and have now undertaken a lawyer to look into this problem, As my 7410 has the same problem as the 7310 AND the 7210 it looks like its a long and outstanding problem which has not been address in at least 3 generations of HP printers.

As you can see here I have the support of a lot of people already and this is just ONE forum ...do a search for the above models for reviews ...then if the site has it read the cusumer reviews and I will find a lot more support all over the internet.

It is not acceptable FULL STOP ! We are all rational people here and it boggles my mind how many returns you must have had by the people who were not internet savey to look into this problem, I am sure your support department told them that they used an incorrect cartridge, or they did something wrong on the installation of the printer ... These poor people will ALWAYS be scared to change the printer cartridge because they know it may cost the another 500 EUROS !!!

Own up Anonymous, be the man and take care of this ISSUE !!

Wayne Fitzgerald
(Still wishing to end this history without the lawyers,If i could find someone in HP that can actually do anything !)
by waynef1975 on Nov 25, 2007 at 3:40am Add comment
I have an old HP that is no longer under warranty that has this problem. Is there any way to fix this ourselves (replace ribbon cable), or should I ask Santa for a new printer?
by unknown on Nov 27, 2007 at 8:56am Add comment
You need to read the whole thread.
by moe on Nov 27, 2007 at 9:25am Add comment
If you live in the US they should replace it (After many hours on the telephone) ... If you live in europe I will let you now in a few days I am in talks with the joint European consumer (France/Germany ) authorities and will keep you posted...
by waynef1975 on Nov 27, 2007 at 9:29am Add comment
Thank You, THANK YOU!
Everyone involved with this thread, I want to thank you!

I have (had) a 7310 with this exact problem one freakin' month after the warranty expired. After having it in a local repair shop, I was told it could not be repaired. I went through hours of the same BS with HP "support" to no avail before taking it in. I brought it home Wednesday night and did one last search on Google desperate to find a reason NOT to put it in the trash. I found this thread. I called 1-877-917-4380 x95 at 4:50 p.m. Thursday and spoke with Michael Allen for 10 minutes and referenced this web site, he was not happy I had his number..... at 10:00 a.m. Friday a new 7310 was on my doorstep! That's right, 17 hours after hanging up with Michael I had a new printer. 36 hours after finding this thread! Unbelievable.

Thank you, Thank you
by unknown on Nov 30, 2007 at 7:39pm Add comment
After being a loyal HP printer customer for 20 years I got pissed and bought a Canon MP380 as a replacement to my HP7410 with the broken printer cartrige spring clip that seems to be impossible to replace or fix.

The new HP company can go pound sand as far as I'm concerned. I will never buy another product from them after buying a desk top, lap top, and four printers over the years. Their dipsy doodle game on dealing with what is clearly a design defect is not worth the grief of chasing a service rep playing phone tag.
How to win customers and influence people??

Farewell HP!!!!
by unknown on Dec 2, 2007 at 12:45pm Add comment
Don't judge a cartridge just by its price; the number of pages it can print is just as important. That figure will change depending on how much ink you use on a page; the industry-standard is 5\% coverage per page for each color. Some companies make yield information available on the Web along with other printer specifications; others will provide it if you ask.
for more details http://freephotopaper.com/ink_store.htm
by geffklusner on Dec 5, 2007 at 9:57pm Add comment
Gotta love the Internet!!!!
Today is December 7, 2007
Called the tech support line to India listed above, he said he had never heard of the problem.
I told him I knew HP was aware of the problem and I wanted my case number. I had to ask a couple of times but he finally gave me the number. I hung up on him and called the US number, the one at extension x95. They must be getting alot of calls cause she said the number is not a published HP number for the web. I explained the jig was up and it was common knowledge of the HP had a defect. She said the alert ended in October and when I told her defects like this should not have an expiration date she put me on hold briefly then agreed to ship out another printer. I have owned many HP products and this is the first one that has given me trouble. I have had a few that have worn out after 4-5 yrs of heavy use but who cares then. Thanks for the thread.
by unknown on Dec 7, 2007 at 4:52pm Add comment
My HP 7410 won't do ANYTHING because it is not reading the color cartridge since I put in a new one. I have tried tech support, troubleshooting...talking to India...what a joke...do you have a number I can call? - Anonymous
There are some great tips on this thread.
I have some additional suggestions as well.

If you are calling and jumping through the hoops trying to get this issue resolved, avoid the temptation to threaten legal action. Techs don't handle legal issues, the legal team does. They wont transfer you there, you have to go through a lawyer. They don't care if you want to file a lawsuit, it has nothing to do with them. But, it will make them frustrated, and less willing to help you.

Also, try this. When you call through for support, keep saying "agent" to the automated system, then ask to be transferred to Canadian support. Be patient. It may take 4 or 5 transfers. Keep asking for Canadian support. Once you get to Canada, they can assist you in troubleshooting, and can set up many types of repair or parts dispatch. The systems are different, so they can't do everything the US team can, but at least they can explain it in a way that makes sense to both of you. They aren't a high-pressure sales team like the India agents are, so they don't much care if you don't want to upgrade. They wont usually push it on you.
Agents in India stand to lose their job if they don't make a certain amount of sales daily/weekly/monthly. That is where the pressure comes from.
Also, Canada doesn't have 7 billion "teirs" of support. The very first agent is fully qualified to help you. They are not just reading from a script like the first teir agents in India.

As the other people have posted, persistance pays off. Keep trying. Overseas support sucks, but eventually you can usually get what you are entitled to.
However, if your issue is something other than this (or another) known issue, and you are out of warranty, give it up. If you are out of warranty and trying to get something for nothing, you're wasting your time. Go buy a new product, and this time get an extended warranty.

Look here for other tips on getting through the support hurdle.
http://www.my3cents.com/showReview.cgi?id=30568
by Taryn London on Dec 8, 2007 at 9:22am Add comment
To those complaining about the "quality" of the replacement printers, and missing parts.

The replacement printers are new or like new. Check your warranty, that's what it says. That is at HP's discretion, and based on stock. You generally don't get to choose if you want it to be new, or "like new" (refurbished).

The "like new" printers do not include accessories. New products from HP's repair center often don't either. The fact that the printer came without cartridges, power cable, back door, paper tray, control panel overlay etc was not an oversight. They were not intended to be included in the box. You have the same printer, use your own accessories, and send back the barebones printer.

The "like new" replacements are supposed to be just that. Free from any major cosmetic default, free from hardware failure. If your replacement arrives broken, very scratched, cracked, or otherwise defective, call HP immediately for another replacement.
However, don't call to say the printer looks new but the engine page count shows it's printed 2000 pages before. It's not new, it's like-new. That means refurbished - yes, used. The defective printer you sent HP was not brand new, you used it. It's a fair trade, and it's not a big deal. As long as it looks as good as the one you sent in, and works fine, it's not worth wasting time and stressing over it.
by Taryn London on Dec 8, 2007 at 9:39am Add comment

Hi Taryn,

I appreciate some of your comments have a lot of merit.

Being that I am not in the USA or Canada but live inside the European Union (France) a lot of the above has no relevance.

The HP service hang up on me, claimed they new nothing about this issue, Did not reply to my e-mail complaints.

In my view HP are in serious breach of consumer rights. They have know there is an issue about the wire causing problems in there printers since the 7210, 7310, 7410 and all XI variants.

The bottom line is they don't want to issue a clear and concise tech bulletin on this issue. I think I can speak for everyone on this thread in saying the following...

1) We all understand the complicity in building an all in one Printer, We would expect that there is a certain amount of faults due to wear and tear etc.

2) Changing the cartridge for the first time does not fall in to this wear and tear category.

3) There would be no thread here IF when I went on the HP support site and feed in my printer model and searched a "known issues list" there was a tech bulletin that said ... This is an issue with a small amount of units, If you face this issue please call support and quote the following tech bulletin number #XXXXXXXX ...

Nothing more would have given me pleasure to have this resolved, Its been since October now I am waiting for HP to do something, So I don't "threaten" legal action. I am taking legal action.

I have contacted the EC for consumers rights and sent them the details of this history so that HP can explain to them why US customers are being treated differently to European customers.

http://ec.europa.eu/consumers/index_en.htm

As this is not a legal body I am also in contact with the UFC in France who have agreed to take on the case because its so blatantly obvious that I am being miss treated by HP.

http://www.ufcnancy.fr/index.php?rub=17

I would further say that I am doing this not only for myself but for every poor person that does not have the inclination to search the solution via Internet but who have just accepted the upgrade offer because its something they thought they were getting for a bargain because they were told they didn't use the right cartridge or they did something wrong during the installation of the cartridge.

Your telling everyone here some good advice but the truth of the matter is this thread shouldn't exist ... HP should have a support system in place where we don't need to come together like this as consumers to fight for an issue which both sides know where the fault lies.

I have said it before and I will keep saying it to they replace my 13 month old 7410 with 1 cartridge change, HP its time you stepped up and told us what the recall # is or what serial numbers you say are effected !!
by waynef1975 on Dec 8, 2007 at 10:04am Add comment
Wayne,

You are absolutely right. It should not exist, the problem should be resolved. If legal action is the only way to make it happen, it's unfortunate (for everyone involved) but at least it will get something done.

I wasn't advising anyone not to take legal action, or to persue it - that's a personal decision. I'm just advising the many people who think they'll get somewhere by yelling at the tech/case manager that they will file a lawsuit, they wont get anywhere that way. At least not in North American - it may be different overseas.

I'm sorry you (and everyone) have been having so many problems with what is otherwise a really, really nice machine. I've always liked the 7410, so many great features...

Also, sorry I can't provide anything specific to help you out; I'm not familiar with the process for countries other than the US and Canada.

If I come across an alert or bulletin that states HP has pur forward a solution, I'll post it immediately. Until then, it seems the best way is for everyone to just be persistant in what they have been doing.

And the issue is not due to misuse of the printer. Not a chance. It doesn't even make sense to claim that - if someone wanted to break their printer, why go to the hassle of reaching in there and breaking that particular piece? Why not just take a sledgehammer to the printer?
I suspect many already have.
by Anonymous on Dec 8, 2007 at 10:42am Add comment
Wayne,
Sorry, the last message was from me. Forgot to put my user name in.

Taryn
by Taryn London on Dec 8, 2007 at 10:45am Add comment
Am SCRAPPING a broken Officejet 7310XI. The cartridge holder springs & ribbon cables are intact. Unfortunately, the paper feed toggle on the left side of the carriage is broken, consequently the unit generates the familiar "Carriage Jammed" error everyone is used to seeing. This unit is out of warranty per HP (of course) and has a fair amount of mileage. It was given to me by one of my customers but frankly I haven't the time to deal w/ repairing a "disposable" unit that I can't get replacement parts for anyway. If anyone is interested in any of the remaining parts, I'll gladly part with them for the cost of shipping. At least its better off than in a landfill somewhere!
by unknown on Dec 9, 2007 at 12:02pm Add comment
HI,I WANTED TO KNOW IF YOU STELL HAD THE PRINTER I HAVE A HP 7400XI THAT THE INK CARRIAGE CHUTE IS BROKEN AND MAYBE YOURS WOULD FIT. THANK YOU, G. CAMPNEY - Anonymous

Hi All,

I wanted to share with you some useful information I got from a guy from HP called "Indianboy". An take this opportunity to thank him. I have not yet resolved my issue but I am hopeful at least now you will have a reference to give first tier support that this is a know HP issue.

http://h10025.www1.hp.com

This link will show you pictures of our now famous problem.

If in turn this still does not get your issue resolved you can try this page to contact someone high up in the HP echelons as I have done here ...

http://www.hp.com/hpinfo/execteam/email/hurd/index.html

Lastly ... My thread on the HP website is here ...

http://forums12.itrc.hp.com

Crossing fingers that I will have some response through these channels.

Wayne
by waynef1975 on Dec 10, 2007 at 9:50am Add comment
So HP does admit there is a problem by posting it on their website:

Looking in through either the print cartridge access door or the output paper tray, look for a small plastic tab or the x-bias spring around the carriage area. The x-bias spring may be dislodged or missing if the small plastic tab in the print carriage chute is broken. The broken tab may be in either one of the carriage chutes.

Determine the status of the carriage chute.
If the print carriage chute is broken, skip to Step eight.

Step eight: Service the printer
If you have completed all of the steps listed above and are still experiencing a problem, service your product.

That's a joke in itself. Since there are no repair parts available, it can't be serviced. So, while they admit it's a faulty design by owning up to the fact that the small plastic tab breaks, they still won't accept responsibility and are still trying to get out of replacing the printer.

Good luck in your efforts Wayne, I don't see how you can lose.
by moe on Dec 10, 2007 at 10:02am Add comment
I called Paul Roy, and told him I found his number through this forum or website, and told him about the spring thats poped out on my photosmart 2610, he was not able to replace it with another printer because it had no warrenty... can that be true??? or should I call him back.....................and talk to him more direct with a comeback response
by unknown on Dec 10, 2007 at 2:15pm Add comment

Hi BigBoss ...

There are a lot of people here that have no warranty and have had there printer replaced.

I am like you and HP are telling me that I must pay an upgrade... No NO NO.

If it is like this problem ... in Figure 2

http://h10025.www1.hp.com

This in my opinion is a design defect and there should have been a recall on these products. I have had to resort to legal action ... Your welcome to join :)

Please be persistant ... As many here have had to be ... Where are you based ? Europe or US ?

- waynef1975
Oh I forgot the mention, when I asked him if anyone has had this problem about the spring... he had no recall that other people had call him of the issue.. lol what a lier
by unknown on Dec 10, 2007 at 2:21pm Add comment
Thanks for the reply waynef1975, Im in the US, and you? I'll be right back in an hour or so, I am about to go to martial arts...and I want to throw out, if anyone whos warranty has expired replaced their printer free of charge???
by unknown on Dec 10, 2007 at 2:28pm Add comment
get a case number first from india.
theres maybe 100? or more people here who got printers. me included.
all out of warranty.
read all responses in this forum.
by ccpanel on Dec 10, 2007 at 5:34pm Add comment
The case manager admitted to Wayne that he was fielding 20 calls a day. They all have to be from this thread. "there's maybe 100"? More like in the thousands since a lot of people can't be bothered to come back to this thread and report their successes. Take the free printer and run! There are people who've had their 2610s replaced. It's the same design fault. If they say they are unaware that there is a problem, then why the heck do they have a picture of the problem on their site. Duh! Remember, be firm, be polite and insist on a replacement. Read this whole thread (there are others on the subject as well). Knowledge is power.
by moe on Dec 10, 2007 at 7:51pm Add comment
OOOOncce again, I called HP 800-474-6836 and some indian guy picked up (Charlie) and I told him the problem with my photosmart 2610, the issue of the spring, and that it was a manufacture defect, and he said since its out or warranty he can not do anything, so I told him let me speak to a supervisor like 3 times after he put me on hold for those 3 times he kept saying I'm sorry but the supervisors do not want to talk to me because I have no warranty, and I told him, i demand to talk to one, but he was terribly sorry, he can not do anything in my case because I had no warranty, so i fought with him for an hour, on this problem, and got nothing solved........ because of no warranty.......I told him I did not drop it and that it was not misued or oversued, and that I was changing the cartridge for the first time and bang it dislocated... but nothing....
by unknown on Dec 11, 2007 at 9:40am Add comment
Hi Boss,

If I were you I would start here ...

http://www.ftc.gov/ftc/cmplanding.shtm

Explain your situation to them, Send links to here .. and to another site called www.fixya.com

http://www.fixya.com

You can find 100's of sites like this one.

Explain to them that this problem is being "solved" by HP by selling upgrades when your printer is out of warranty.

Explain that this problem exsits on the 7210, 7310 and 7410 and they are STILL selling upgrade solutions for this problem.

I cant see how armed with all this information HP could win any kind of argument that this is not a design defect there for a problem hidden at the point of sale.

Do you think a car manufacturer would not recall exploding tires because you had USED the tyre and therefor voided tha warranty. Its a Joke ... And if this continues much longer I will personlly erect a site dedicated to HP problems and there lack of support & solutions.

2 HUGE problems exsist with this product, No Vista drivers and this Wire problem... Well and truely fed up ...

I can also include your complaint with the EC that I am lodging. The more the better I say.

http://ec.europa.eu/consumers/enforcement/intl_coop_en.htm

Cheers

Wayne
by waynef1975 on Dec 11, 2007 at 10:56am Add comment
BigBoss, did you see this post on this thread http://www.fixyourownprinter.com/forums/inkjet/50913?reply=22
That's a guy who had a 2610 and was successful in getting it replaced. Click on his name and email him. Find out how he did it. Remember, if you are successful in getting a replacement, post on this thread. You can also start a new PhotoSmart 2610 thread. Make sure you detail the problem and the solution so the search engines will find it. Anything posted on this forum automatically floats to the top of the search engines.
by moe on Dec 11, 2007 at 11:13am Add comment
Hello, Im glad you had your issue fixed, I have a photosmart 2610 and have the spring out of place of the cartridge, I called hp and they said they can not replace it because its out of warranty, what did you do to fix this problem, or who did you talk to, please write any feedback as soon as possible, I'm frustraded and have no printer at this moment, send any responce to [email protected] Thank You
by Anonymous on Dec 11, 2007 at 2:10pm Add comment
BigBoss, I don't think he's monitoring the forum anymore since his printer has been replaced. His name is blue, that means if you click on it, it will open up in your email program and you can email him directly.
by moe on Dec 11, 2007 at 8:41pm Add comment
lol, yeah I noticed that, I sent him an email last night
by unknown on Dec 12, 2007 at 7:36am Add comment
I've read some people who repaired the printer themselves, I might try and get a hold with any of them to guide me step by step to repair the punctures the spring did to the back wall of the cartridge if and only if I can't get hp to replace my printer any time soon.....
by unknown on Dec 12, 2007 at 7:40am Add comment
Who ever has repaired the punctures themselves please email a DIY (Do It Yourself) procedure with photos and labeling step by step what do do... Please email me at [email protected] I want to try and fix it myself, since it's my only choice of right now...
by unknown on Dec 12, 2007 at 7:58pm Add comment
The punctures cannot be repaired.
Where the spring punctures the flex circuit there are 4 or 5 very small tracks.
There is nothing to solder to without melting holes through the flex circuit.
Even if you did manage to solder some link wires on, there is no room for them. The raised 'gold circles' on the flex circuit have a rubber backing with nipples that fit into the 'gold circles'.

I did try to fix one myself.
I ended up fitting a carriage from a damaged machine.
by mcprinter on Dec 13, 2007 at 5:18am Add comment
On the phnoe with them right now for my 7310. They sure like to say "unfortunately" a lot. "Kathy" already checked the FYOP site and said HP doesnt' recognize it so I gave here the HP page that outlines the exact problem,. Now she says she sees it but that doesn't give her information yet that autorizes her to give me a case number. I said well, there's two ways we can do this, I'll stay on the phone all day and then turn this into the FTC as a complaint, or she can expedite the case number and no complaint will be filed. This only after I reitterated that if others with the same problem have been satisfied with a replacement, then it will have to be that solution for everyone with the same problem. I'm now on hold once again. She said she was HP customer care at one point and said tech support needs to be contacted and was going to give me a phone number to call. I said I'm not hanging up without a case number. Funny, if she really couldnt' give me a case number, why is it that she's spending so much time on the phone? I've been nicely suggesting that she can save us all a lot of time by complying because I shall not waiver. She just came back on and asked me the purchase date. It was the end of '06 btw. Why they ask this I don't know. I think they are just waiting for me to lose it and hang up. Not gonna happen. Will continue in new message. - Anonymous
There was one post on the forum where someone claimed to have repaired the flex circuit. You would have to be real skilled in soldering, with steady hands to even attempt this repair. While I have done these types of repairs in the past, I don't have that much time to devote to a printer these days.
by moe on Dec 13, 2007 at 8:38am Add comment
Great thread. I read the thread this morning because I have the exact same issue with my 7410. I called the 877-917-4380 x95 number and left my story with the case manager. She sent the note to another agent who then called me back moments ago. I have a refurbished unit due to arrive on Monday. HP is finally acknowledging that this is a problem and I believe - with diligence - this issues will be addressed in a timely fashion.

Note - when you call that number, you need to ask for an "all in one" agent because that number serves "digital imaging" calls as well as "all in one" calls. You need a specialist in "all in one" in order to get the situation resolved.

Thank you to all that have been posting this very helpful information.

Kevin
by unknown on Dec 13, 2007 at 10:36am Add comment
Ah yes Moe....
http://www.fixyourownprinter.com/forums/printer/44925#24

I was emailing with him from March. He fixed it in October.
He did not solder to the gold circles. It would just melt the mylar.
He made holes through them, poked a folded over piece of repair wire through the hole and then soldered the other end to the carriage pcb.

I don't know how he got on with the rubber backing.

BigBoss,
I will mail you with the disassembly instructions I sent to this guy and also his notes.

This will be VERY difficult to repair and I think you would be better trying to get a free replacement as per the post above this.
by mcprinter on Dec 13, 2007 at 10:52am Add comment
mcprinter, Thank You in advance, I'll think twice before I even try and repair it myself once I read the instructions lol, and if I was able to get a replacement free of charge, it would be even great, but Hp is giving me the only option to offer me a new printer with $20 discount which would come out to be $100
by unknown on Dec 13, 2007 at 2:06pm Add comment
BigBoss ... I would try to be patient, As I said I have a number of actions underway. I fear that if you start medding about with hot melting tools :p you void any chance of changeover.
by waynef1975 on Dec 14, 2007 at 12:13am Add comment
waynef1975... I guess I'll wait and throw the printer in storage for a bit longer :) I was just about to buy the tools I need to start on Noob w/ No Clue Reparation >:l
by unknown on Dec 15, 2007 at 1:09am Add comment
Last Call for any parts fom a derelict 7310 chassis minus carriage assembly & encoder strip. Any parts, or assemblies that are left are up for grabs. Pay the shipping & its yours. Wife nagging me to get rid of one more junk machine sitting in the office. Going out the door next week.
by Tseber on Dec 15, 2007 at 7:50am Add comment
I have the 7310 all-in-one and for the first time in 1 1/2 years of owning this printer, I had to change the black ink (we don't use the printer much). Sure enough the plastic tab broke and when I replaced it with a new cartridge, the metal spring poked a small hole in the back. Reading this forum, I soon found out that this is a common problem and HP doesn't have replacement parts nor would I get help unless I asserted myself for a couple of hours on the phone. I figured I would just buy another printer. I went to the HP website and decided to try a "chat" with an online technician. I mentioned to the girl that I was reading the forum on fixyourownprinter.com and it seemed to be a common problem with the HP printer. I was only on for 10 minutes with her and she offered me another printer for free. Wow! I'm glad I had this forum for backup. I didn't think it was going to be this easy. Of course, I also read the ones in the forum that received another printer and it had missing parts. Hopefully I won't have that problem. They do call you for a credit card number so that they are assured to receive the broken printer. I'm still waiting for them to call for my cc. She told me about an hour. I'll post again when I have the replacement printer sent.
Thanks to all for the information and the advice given to help others in need.
by unknown on Dec 15, 2007 at 9:03pm Add comment
duh...got the number from above and it worked!!!! I have a new printer coming tomorrow! At least HP came through for me.
by Anonymous on Dec 17, 2007 at 11:35am Add comment
My new printer will be overnighted to me and I should have it tomorrow! I think this is a step in the right direction. My case managers name is Garon @ 877-917-4380 ext. 95. Office hours are M-F 10-7 EST.

RS
by Anonymous on Dec 17, 2007 at 12:51pm Add comment
^ Which printer do you have????????? and does it have warranty?
by thebigboss on Dec 17, 2007 at 9:29pm Add comment
UPDATE: I just received the printer today! Much earlier than expected. So far so good but I'm sure the plastic thingy will break again and I'll be in the same situation again. They should really redesign the cartridge holder. Oh well, I'm pleased as of now. I have my fingers crossed. :-)
by unknown on Dec 20, 2007 at 5:51pm Add comment
Got my new printer...hooked it up and everything is great. I am waiting for it to break again, however. Couldn't have done it without this thread. THANKS!!!!
by Anonymous on Dec 21, 2007 at 12:41pm Add comment
You guys are great! I went to HP’s web site and chatted with “Clint” an online technician. Told him the problem and mentioned this web site. He asked me to confirm if the spring issue is the same as this web site http://h10025.www1.hp.com Clint then asked me when I purchased the printer, I told him I was not sure (which I was not, I knew it was almost 2 years). In about 5-10 minutes he was ordering me a replacement printer. This is actually going to be the second replacement I get due to an unrelated issue when I first bought the printer. I found this to be far less painful then sitting hours on the phone trying to explain what is going on to someone, I can barely understand.

Thanks,
by trogger on Dec 22, 2007 at 11:44am Add comment
I have a used carriage assy. with intact springs. Having some free time this Saturday, I decided to try and figure out how to design a modification so the spring won't break. The only thing I could come up with that an end user could do themselves, is to put some two-part epoxy at the top of the spring over the tab that breaks.
It took me awhile of studying, repeatedly inserting the cartridge, to figure out the reason the spring pops out. I think I came up with how it happens. Since it's the only good assembly I have, I'm reluctant to test out the theory, but here goes. A lot of these failures seem to happen on the first cartridge change, which is usually the color one. That would seem to indicate that it's due to an inexperienced user, or in other cases caused by inattention. For the spring to break the tab, the bottom end has to somehow twist and pop over the ledge below it. It also would have to have enough downward force to break the tab the upper part is hooked over. This just can't happen in normal insertion and if it did, you would have to remove the cartridge and reinsert it to engage the spring and push it through the flex circuit behind it. What I came up with is that people aren't pushing the cartridge all the way back when they insert it. When you initially install it, it feels like it's in because it will stop when it starts to engage the spring. My theory is that people think that it is fully inserted and push down on the cartrige lock. At that point, the front of the cartridge, which has a high spot on it is directly below the pusher bar. This would force the cartridge downwards, popping it out of the rails. At that point it would break the latch. The end user, seeing that the cartridge hasn't gone in properly, pulls it out and tries it again. That's when the spring punctures the circuit. The color cartridge is shorter than the extra capacity black. The theory I came up with wouldn't apply to the extra capacity black since it extends the full length of the cartridge holder. Most people buy the extra capacity black. I didn't even see the standard capacity black offered for sale in the store. Like I said, it's only a theory and I don't want to sacrifice the good assembly which I can use eventually to repair a printer.
by moe on Dec 24, 2007 at 10:36am Add comment
I have the same 7310 broken-tab, punched ribbon problem that everyone else is reporting. 14 month old printer. Probably been through 2 color and 3 black carts before this last black cart change broke it. Chatted online with HP and they are sending me a new printer free of charge. Maybe all the other complaints have softened them up but it was pretty hassle free. Now we'll see if the new one is beefed up any or if I need to epoxy it to keep it from happening again.
by WaveDude on Dec 27, 2007 at 10:56am Add comment
Thanks for all your input! I called the number you all recommended, and the guy found that the 7410xi printer has an "extended service note" attached to it. I had no trouble getting a replacement printer sent out. He did say that users should go through tech support to have an agent trouble-shoot and issue the order. Apparently the replacement printers have been retrofitted to keep this from happening again. The first thing I'm going to do with my new printer is try to replace the print cartridges!!
by unknown on Dec 31, 2007 at 2:08pm Add comment
I got a replacement coming to me free of charge with no hassle. Thanks for the forum.
by unknown on Jan 5, 2008 at 11:51am Add comment
Has anyone gotten their photosmart 2610 all in one printer replaced but with an expired warranty and free of charge
by Anonymous on Jan 6, 2008 at 11:48pm Add comment
I got my new refurbished printer and it works great also got a free 3 year extended warrantee. No hassles they actually called me.
by unknown on Jan 7, 2008 at 7:40am Add comment
I'm the guy that was on hold. After I insisted, much to "Kathy's" chagrin, that she give me aq case number, she finally did. IT was a test of patience mixed with will that's for sure. ANyway, with the ticket nummber I called Corp HQ and they are replacing the 7310 with a new L7680

http://reviews.cnet.com

as they have no more 7310 referbs. Woo Hoo!! only an hour and a half out plus chat time online last night. Thanks to all here, you guys rock!
by unknown on Jan 7, 2008 at 7:55am Add comment
On the phone with HP corporate. Seems a batch of all in one 7310s had this problem. Said to make sure tech support checks the serial number, even if out of warranty. HP is providing free replacement units. Make sure you have a ticket # and then call 1-877-914-4380 X95. The case manager was VERY friendly and helpful.
by unknown on Jan 7, 2008 at 10:58am Add comment
On the phone with HP corporate. Seems a batch of all in one 7310s had this problem. Said to make sure tech support checks the serial number, even if out of warranty. HP is providing free replacement units. Make sure you have a ticket # and then call 1-877-914-4380 X95. The case manager was VERY friendly and helpful.
by unknown on Jan 7, 2008 at 11:03am Add comment
And a batch of 2610 & A batch of the 7410 ...

Seems so far that I am the only HP customer not to have this replaced because I live in FRANCE !!!!
by waynef1975 on Jan 9, 2008 at 8:26am Add comment
Thanks a lot guys. I too got the "we'll be happy to exchange yours with a new L7580 for only $292" spiel before I stumbled onto this page. I then chatted with another tech, referenced this page, and was told that they would replace my POS even though it was out of warranty. You guys are the goods!
by unknown on Jan 11, 2008 at 5:55pm Add comment
I fortunately found this thread before I ever made a call, read about 50 of the responses and set up a plan of action. Total prep time 45 minutes, total phone time 45 minutes, no headache and new printer, priceless plus not forking out another $450. Here's what happened.

FYI: Do not call on a weekend. No one important works on a weekend.

Monday 1512 called tech support at 1800-474-6836. Automated teller asks a bunch of questions. Say "technical support" "printer" "officejet" "(your model #)" "home". Put on hold for 3 minutes with REALLY loud elevator music and HP announcements. Terrance from India picked up. Asked for serial number, product name, Q# (all found on back of printer). Asked if I use a computer with XP or another system. If I used it for home or office. Bought mine in January 2006 so "it's out of warranty". He asked me a couple questions about what was wrong and diagnosed it simply as a Hardware problem. Did not try to help me troubleshoot the problem. I doubt he could have. "Terrance" told me I could get an Upgrade. I told him I wasn't interested, I just wanted my case number (This is the whole reason for the 1st call. You need the case number to go any further.) He gave me the Service Ticket number. Call complete at 1447.

Monday 1512 Called HP Case Manager at 1-877-917-4380 ext. 95 (I got that number from another thread). Spoke with senior case manager, Jennifer who was defensive. She told me all the All-In-One case managers were busy and she would have one of them call me back. Call complete 1517

Monday 1645 received a call from a very nice but firm man, Steve Munn, HP senior case manager just south of Ontario, Canada (I was very polite and we started talking about the weather). he asked me the problem. Mine is that the unti is 2 years old and the fax stopped working and the ink carriage is jammed. He said the unit is no longer manufactured, but he should still have some in stock. He said these kinds of printers should last from 3-4 years. He said it's out of warranty. He can Exchange it with the exact same model for $289.99. I said I wasn't going to pay a cent because a $450 printer should last for more than 2 years, and I can go buy a non-HP printer for less than that new. I said I loved the printer, but wouldn't buy HP again if they're only going to last me 2 years. He said he could drop the cost of the exchangeto $150, and that was generous considering it's out of warranty. I told him if he couldn't exchange it for me that I'd need to speak with someone else. He told me he was at the top; that there was no one else who would decide. I asked him who gave him permission to reduce the amount he was going to charge me for the exchange. He said he has a CEO and if I wanted to write him I could. He said I could go to www.hp.com; contact us; ceo's address should be there. Type in requested info and hit submit. The CEO's name he gave me was Mark Hurd. But even if I did that the request would get kicked back to him and he'd have to call me right back with the same options. I told him then at least I would have exhausted all my options to get my printer fixed.

I told him I went to the website fixyourowncomputer.com and read the threads about what was wrong with this type of printer. He told me the websites are filled with disgruntled users and that I had to take the information I read with a grain of salt.I told him that the website was actually filled with a bunch of people just trying to fix their computer and looking to each other for support and advice on how to work the system. He said the types of problems I was having weren't the standard problems people were having with this type of printer. I asked him to tell me what were the types of problems people were having with this type of printer. He paused and said he couldn't tell me that. We taked about that for a while and he said he couldn't just give an individual on the phone information like that.

I told him I contacted tech support first and they were no help and the conversation was frustrating. He asked me if they tried any troubleshooting techniques and I said "no", so I went down to my printer and he helped me. He had me unplug the printer, take the ink cartridges out, take the paper out, pull the back of the unit off, roll the paper feeding rollers counter clockwise 4-5 full rotations, put the back back on, slide the carriage rack that holds the ink back and forth 4-5 times, close the lid, then-with the power still off-press the 6 and the # key with one hand then plug te printer back in with your other hand. Keep holding down the #6 until the screen reads semi-reset. Let go of the #6 and let it reset. We did all this and talked about why my fax no longer works. He said I needed a filter on the phone line. The printer comes with one, so I'm not sure what the deal is there. But at that moment the error message popped up on the screen that reads "carriage jam. open door. clear cartridge jam, and then press OK to continue. At that moment he let out a big sigh and said "Once only". I said "once only what". He said "I will replace the base unit one time only, with a 90 day warranty". Wooohooo! He said it'll come on the 17th-it's now late on the 14th. No fee for shipping or exchange. And there will be a prepaid shipping label included. The old printer is to be returned in the same box. It's not the whole unit, but it's the part that will fix all my problems. He said to be sure I kept all the accessories and just sent the unit back. He gave me a customer service number.

And he told me to be sure to remove all paper jams from the back of the machine. If you remove them from the front you will strip the gears in the paper feeder. I thanked him for his patience. Call ended 1715.

SUCCESS! I hope this will help some of you either fix your printer or get a new one. Good luck!
by pkldhering on Jan 14, 2008 at 4:22pm Add comment
Sorry this is kind of long but I wanted you to see the ease that the product was exchanged with. Thanks to all of you have paved the way


Welcome to HP Total care for All-in-one products. My name is Jaques. How
may I help you today?

I have a Officejet 7410 all-in-one and I am given the error message 'remove and check
cartridge on right'

I have replace the cartridge and still get the same message

I am sorry to hear that.

However I will do my best to help you in this regard.

Since when are you experiencing this?

for a few days now

the printer is not able to be used at all

Please provide me the serial number of All-in-One

The serial number is located on the UPC sticker either on the back or
bottom of the All-in-One. Its a ten-digit alphanumeric number and starts
with either "MY" or "CN" or "SG" .

my63*p***w

Thank you for all the valuable information

Let us work together and follow few steps to fix this issue

sure

shall we proceed?

yes

I will share the page for you, it opens as a pop up window. Please let me
know once it appears on the screen.

Here I am sharing the page...

Title of the page reads "HP Officejet 7200, 7300, and 7400 All-in-One
Series - 'Incorrect Cartridge' or 'Insert Print Cartridge' Error Message
Displays on the Control Panel Display"

Please follow the steps provided in the page and check if it makes any difference

yes I have found this page already and have done all these things, I can actually see damage to the copper circuits on the right side

Do you mean the X-bias spring is dislodged?

Or are you refering to the Copper contacts inside the cartridge carrier?>

yes, when I touched the spring, it fell off into the printer and I can see where it poked through the copper contacts

Thank you for confirming this

Crystal, as the X-Bias spring is dislogged I would be glad to replace the unit for free of cost

How can it be replaced if it is out of warranty?

HP has provided extended warranty support for this model and for
this reason I would be glad to replace the unit for free of cost

Please provide me the shipping information along with Phone number to
arrange a callback and initiate shipment


HP Exchange Program: Service parts that have been restored to original
specifications are offered under the HP Exchange Program, and require the
return of an equivalent assembly. If you opt for this program then we
should have your credit card number information as security. When an
exchange product is shipped to you, then you must return the defective
item to HP within 15 calendar days of shipment of the exchange item.
Instructions are included with the shipment that describe how and where to
return the defective core item.

* Please ship the original part/product back to HP within three (3)
working days after receiving the replacement part/product. If the original
part/product is not received within fifteen (15) days, you will be billed
the cost of replacement. Furthermore, once billing for cost of replacement
has occurred, you may not return the product for credit. Returned
parts/products to HP will not be sent back to the customer. No charges are
assessed if the part/unit is returned within the required time.

To dispatch a collateral part/unit to you we would require your credit
card details. You would be receiving a call on the date and time as per
your convenience.

HP has provided extended warranty support for this model and for
this reason I would be glad to replace the unit for free of cost


by mccarthycm on Jan 22, 2008 at 7:32am Add comment
Another success. Thursday night my 7410 broke, spent two hours online then found this forum on Friday morning. Wrote the following email to the CEO Friday AM

"I have a 7410 all in one and the cartridge assembly broke last night. I spent 2
hours online doing everything, replacing, cleaning, powering on/off as suggested
online and with a tech and even went out and purchased two new cartridges to find this forum thread

(http://www.fixyourownprinter.com/forums/inkjet/50913#1)

this morning to find out that HP knows about the problem, and fixes it properly
(send the replacement) only when forced to.

As much as I have respected HP and used your products for 20 years this
represents a new bottom in responsibility. Compare your response to this
problem to J&J's with the Tylenol scare. I really thought HP was better than
that.

Please tell me now I can resolve this problem without spending hours talking to
people who are stonewalling. I will do that if necessary, but will never buy
another HP product."

Saturday morning I got a call to confirm my shipping address and it came today.
by unknown on Jan 22, 2008 at 12:05pm Add comment
I would like to thank everyone on this forum for helping me get a printer(7310)refurbished, Please do not stop trying,I went thru the paces with " Bob" in india,nice try!
I finally asked to speak to someone in Canada,I did not tell them I was in the U.S. The woman I got asked me the serial # after I told her she said my # is on the list of the "Carriage jam machines".They asked for a credit card to charge you in the event that you fail to return your used printer within the 15 day limit,they also told me if it was "user Error"
I would be charged 350.
I told her,how could she even say that after she told me my serial was on the list. It happens she said.I will post here when the machine arrives and LYK the condition of it,
Again,thanks for your help,AND DO NOT GIVE UP,THEY HAVE TO KNOW ABOUT THIS BY NOW!!! (and do not forget to mention this site.
by Anonymous on Jan 25, 2008 at 1:41pm Add comment
I have also called on these printers and am getting one replaced. The agent told me the affected serial numbers are 55-59 and 61-69 as the first and second number.
by unknown on Jan 29, 2008 at 1:45pm Add comment
As of this date, when I called in, they said there is a private document about broken carriage in the chute.

Have your tech person search for that, there is an extended warranty for some of the batches of printers.

Good luck! I am not returning mine, just going to super glue the thing back.
by Anonymous on Feb 1, 2008 at 2:14pm Add comment
All - I used the chat option - worked like a champ - here is the conversation we had:

Harris: Hello Mark,
Harris: Welcome to HP Total Care for All-in-One products.My name is Harris.How may I assist you today?
Mark : Hello - I have a Officejet 7310 that is broken and I would like to get a reploacement.
Harris: Please provide the 10 digit serial number of your unit.

The 10 digit alphanumeric serial number is located on the UPC sticker present either on the rear or bottom of the All-in-One. The serial number starts with either "MY" or "CN" or "SG".
Mark : my61kq74xk
Harris: Thank you for the information.
Harris: Please let me know what exactly happened to the printer.
Mark : The print cartridge chute is damaged. The plastic tab that hold the x-bias spring is broken.
Harris: I will provide you with a document regarding the issue.
Harris: Please check and confirm the issue.
Harris: http://h10025.www1.hp.com
Harris: Copy and paste the link in the address bar of the internet explorer and then press enter.
Harris: Are you able to open the the link which I have provided to you?
Harris: Let me know difficulty if any.
Mark : yes. that doc describes the problem
Harris: As the issue is with the chute we will replace the product.
Mark : thank you
Harris: You are welcome.
Harris: Provide me with some information to initiate the replacement.
Harris: Please provide me with the following Shipping Information:

* Name :
* Mailing Address (No P.O. Boxes) :
* Apartment/Building/Mailstop :
* City :
* State/Provience :
* Zip/Postal Code :
* Country :
* e-mail id :
* Serial :
* Home Phone Number (including area code):
* Office Phone Number (including area code):
* Alternate Phone Number (if any) :
* You Convenient time to call for the credit card information for security reasons:

Harris: Is it okay if I arrange a call back in 1 hour from now?
Mark : yes thank you.
by Anonymous on Feb 3, 2008 at 1:09pm Add comment
I have the same model and the same problem, the same plastic brokr on mine, but on the right side. I tried using a mild glue to fix it but it didn't hold.
have you solved your situation yet, if so contact me please.

john
by syljohn00 on Feb 8, 2008 at 6:05am Add comment
Let me take a wild guess here - You didn't read any of the 100+ posts up above where HP is sending people new printers because of the problem. It doesn't make a difference which side broke.
by moe on Feb 8, 2008 at 8:09am Add comment
I Just wanted to thank everyone for their very helpful posts.

I had the "broken print carriage chute with broken tab and dislodged x-bias spring" issue.

http://h10025.www1.hp.com

I called the 877-917-4380 #95 number, gave them my broken 7310's serial # and a new/refurbished printer is in the mail. Not even an argument.

They said there has been a warranty extension for this known issue.

Hopefully I will get a new unit/upgraded model

Thanks Again

Don
by unknown on Feb 11, 2008 at 1:53pm Add comment
Here's my recent chat with support about my 7210 and the right printer cartridge error.

Jayden: Hi Lisa.
Jayden: Welcome to HP Total Care for All-in-One products. My name is Jayden. How may I assist you today?
Lisa Darroch: Error on my 7210 all-in-one. Right cartridge.
Jayden: I regert for the inconvenience caused to you.
Jayden: Sure, I shall be glad to assist you in this regard.
Jayden: I see that you are using HP Officejet 7210, am I correct?
Lisa Darroch: Yes. I have tried all the recommended diagnostics and still no luck. The printer is out of warranty. I have reviewed this with HP email support and gotten no where.
Jayden: Let me know the exact error message you are getting on the All-In-One?
Lisa Darroch: Insert black or photo cartridge in right stall. Blinking exclamantion point. Have tried three new HP 96 cartridges and new 99 cartridge. Still getting error message. Have tried hard reset. No luck.
Lisa Darroch: Here is one of my emails to HP email support. Hello Celmente, No I will not be purchasing a new printer when obviously there is a problem with the whole 7210 series. Please see this link http://www.fixyourownprinter.com/forums/inkjet/50913#1. I would like HP to send a new printer as soon as possible to replace the defective one. Since HP is aware of this problem they should be posting the defect on the website.
My mailing address is
Lisa Darroch
3613 Hidden Ridge Road
Jamul, CA 91935
61 ...(truncated)
Jayden: Thank you for the information.
Jayden: May I have your Telephone number and serial number of the printer?
Jayden: Please provide the 10 digit serial number of your unit.
Jayden: The 10 digit Alphanumeric serial number is located on the UPC sticker present either on the rear or bottom of the All-in-One. The serial number starts with either "MY" or "CN" or "SG".
Lisa Darroch: Thanks. Here is my phone
Lisa Darroch: 619-669-0753
Lisa Darroch: Serial Number MY514C81WC
Jayden: Thank you for the information.
Jayden: I appreciate your patience and efforts in performing all the troubleshooting steps provided. I am sorry to inform you that we have tried all the possible troubleshooting steps that should resolve the issue. However, the issue at hand seems to be with the hardware malfunction of the unit. Please allow me a couple of minutes while I check the warranty status of this unit.
Jayden: Thank you for being with you.
Jayden: I regret to say that your product is not in warranty. I would have felt happy to replace the unit, if it is under warranty. However, let me check for the best options available with me for this model.
Jayden: Shall I provide you the upgrade options?
Jayden: Please keep updating me.
Lisa Darroch: No. Again please see this information from my previous emails with support. Hello Celmente, No I will not be purchasing a new printer when obviously there is a problem with the whole 7210 series. Please see this link http://www.fixyourownprinter.com/forums/inkjet/50913#1. I would like HP to send a new printer as soon as possible to replace the defective one. Since HP is aware of this problem they should be posting the defect on the website. There is an obvious problem with the p ...(truncated)
Lisa Darroch: printer that HP has known for some time. If you are unable to provide me with a new printer then get your supervisor involved. Thank you.
Lisa Darroch: I know my printer is out of warranty but I cannot repair the printer and I will not be paying for an upgrade.
Jayden: Please give me a few minutes while I research on this issue and get back to you.
Lisa Darroch: Thank you.
Jayden: Thank you for being online.
Jayden: Lisa, as the All-In-One is out warranty, It is not possible to replace the All-In-One for free of cost.
Jayden: As the issue seems to be with the hardware malfunction of the All-In-One, the issue cannot be resolved online.
Jayden: It's been a while since I've received a response from you, are you still with me?
Lisa Darroch: Then how did your coworkers send people with defective printers that were out warranty new printers? Here is an excerpt: I called the 877-917-4380 #95 number, gave them my broken 7310's serial # and a new/refurbished printer is in the mail. Not even an argument. They said there has been a warranty extension for this known issue.
Jayden: I understand your concern.
Jayden: Lisa, as the All-In-One's serial number is not in the effected serial numbers range, it is not possible to replace the All-In-One.
Jayden: If it was in the effected models range than I would have replaced the All-In-One.
Jayden: I am sorry to inform you that as the serial number is not in the range of the effected models, it is not possible to replace the All-In-One.
Jayden: Am I clear with the information?
Lisa Darroch: So my printer that is only a couple years old is not repairable. And I have to but a new printer for something you know is a problem regardless of the serial number range? Seems kinda crappy to me. Guess I will have to find another printer manufacturer that stands by their product.
Jayden: I would be upset too if that happened to me.
Lisa Darroch: Well you aren't me and I am stuck without a printer. My husband works for HP and I'm sure he will be talking to someone about this issue. Thanks for you help.
Jayden: Lisa, we have some latest models that will work up to your expections, I assure that models will work for a long time.
Lisa Darroch: No Thanks. Goodbye.

I wish I could disconnect his neck. My husband will be calling someone in the printer division (he's in software) and hopefully I can get this resolved.

Thanks for this thread. I'm glad a few of you have gotten your printers without much hassle.
by lisasdo on Feb 12, 2008 at 4:27pm Add comment
I too work for HP and was given the option of $50 for the printer. Do let me know if your husband was able to get you a new printer. - Anonymous
I had the broken spring issue with my 7410 on the black cartridge. I used the chat option. I tried to give all the info up front, but that doesn't work since the robots seem to work off the same script as Lisa's sad tale above. For some reason I was asked what version of Windows I was using??? I tried to remain calm and kept reiterating that it was a known issue and no, there was no use doing their tests since I could see the big hole in the circuitry. After 28 minutes, I finally got them to agree to send a replacement. This was on Friday. They don't seem to be sending them next day for free anymore. That option was an extra $30. I chose the FedEx ground option and when they called back, they said it would take 10 days! I gave them my credit card number and saw by the tracking number that it left Phoenix at 6pm Friday night. I received it today. I guess 2 days for free was better than paying $30 to get it next day. With the money I saved on shipping, I bought Moe a bag of Dark Chocolate Peanut MMs. I called the fixyourownprinter office and they told me that was his fav. Thanks for the new printer and enjoy the MMs.
by EdnaA on Feb 12, 2008 at 5:03pm Add comment
I just wanted to add that the 2 springs looked like they had beefed up tabs holding them in place compared with my old 7410. It's working just great. - EdnaA
Folks, I just received my refurbished printer. It only took one day after my initial call.

I phoned HP on Feb 11th and recieved the printer tonight Feb 12th. I didn't think it would come until next week (thats what I was told).

I called 877-917-4380 #95, these guys are in Canada.

FYI, they didnt even ask for my credit card information. Just checked my serial number and saked me for my adresss. It was so easy I can't beleive others are still having problems.

Just to be clear, you must have the "broken print carriage chute with broken tab and dislodged x-bias spring" issue to recieve a new printer.

Picture of the issue is here: http://h10025.www1.hp.com

Thanks again for the information sharing.

Don



by unknown on Feb 12, 2008 at 6:44pm Add comment
Hi everyone,

I bought my OfficeJet 7210 about 4 months ago now and finally came round to change the cartridge on the weekend (I dont print a HUGE amount). Well needless to say, i have done what many have done before me. The little spring popped out and dented, possibly cut the ribbon cable behind. Im just wondering, what is the spring for? could i remove just the spring if my ribbon cable isnt cut to get the printer working again?

I only ask, so in depth, as i no longer have the box for my printer. And to make matters worse i can't even find my purchase receipt although im sure that will turn up in time.

To complicate matters a little further, i am in the UK

All in all, what are my chances?

Thanks in Advance

P.S. excellent Website and forum, keep up the good work!!
by unknown on Feb 13, 2008 at 6:14am Add comment
Dont worry. I just called. I was out of warranty, had no box, no receipt. I had no problem getting a replacement. Took only 40 minutes of my time. Getting a replacement for my 7410.

"Just to be clear, you must have the "broken print carriage chute with broken tab and dislodged x-bias spring" issue to recieve a new printer."

just to let you know, I didnt have the problem, Some how my ink cartridge punched a hole in the electrical contacts, and i AM receiving a new printer. - iceman51
Phone the HP UK support line for your machine 0870 010 4320.

If this fails, contact where you bought it from.
In the UK, you are protected by the sale of goods act for substandard items.
You don't need a proper receipt. A bank or credit card statement is sufficient.
by mcprinter on Feb 13, 2008 at 12:09pm Add comment
Right, the disloged spring pokes the hole when you insert you cartridge.
by Anonymous on Feb 14, 2008 at 7:32am Add comment
Well people ... after 5 months of arguing HP have finally replaced my duff 4710 here in France. What an effort was needed ... all i can say is people dont give up on this issue. It is a known fault and the fact that your serial number doesnt fall into there replacement catagory is BS... if thats the case it should be obvious to HP they need to look at the serial number range because they are leaving people out ... just another issue.

Anyway thanks to all those that helped out (you know who u are)

Best regards,

TGIO (Thank god its over)
by Anonymous on Feb 14, 2008 at 8:25am Add comment
sorry I was not logged in but thats my post above ;)
by waynef1975 on Feb 14, 2008 at 8:27am Add comment
Hi--I had the "Clear Carriage Jam, Then Press OK To Continue" error message on my HP Officejet 7310xi. Tried all the suggested steps on the HP website for this error message, but to no avail. The problem occurred after replacing the color ink cartridge, but I could not find any evidence of a broken tab or x-spring bias. Nevertheless, I could not clear that message and thus use the machine.
After Googling the problem, I stumbled on this thread. Read through it all and called the general HP Tech Support # first. First, a woman in India tried to tell me that my product was out of warranty. I explained that maybe so, but that this was a known manufacturer's defect and that this was a $400 machine. She put me on hold, and then came back with a Case #and the authorization to transfer me to Tech Support. Spoke to a gentleman in India who also at first told me the product was out of warranty, but after putting me on hold several times, and after I explained all the diagnostic steps I had already performed, he agreed to replace. The whole process took an hour and fifteen minutes. The printer was supposed to come via expedited express shipping in three days at no charge---however, it came the next morning at 9:15. It was a stripped down refurb for which I had to replace the display panel cover, paper tray, ADF tray, etc., from the broken one. The only possibly bad thing is that the refurb replacement seems older than the original, judging from the serial number and the markings on the back. Hope it holds up.
Anyway, sorry for the length of this post, just trying to give people an idea of what to expect.
Thank you to everyone for their great posts and guidance who blazed the trail and for providing the "how-to" guide on how to accomplish this. This thread is truly invaluable.
by globetrotter18 on Feb 14, 2008 at 2:39pm Add comment
Moe, thanks for providing this great forum and serving as an inspiration to everyone. Another bag of Dark Chocolate Peanut M&Ms are on the way to you. I hope that is your address in the Contact Us page of the site.

Here is the chat log from today's chat re: my HP 7410. I tried real hard to expedite things so I didn't have to answer a lot of dumb questions. It still took 35 minutes. I think the reps are helping more than one person, because he'd go away for 5-10 minutes between each response. It was worth it because I'll get a new refurbed printer out of it.

Stewart: Hello Adriano,
Adriano: Hello Stewart
Stewart: Welcome to HP Total Care for All-in-One products. My name is Stewart. How may I assist you today?
Adriano: Are you familiar with the print cartridge chute problem, where the plastic tab holding the x-bias spring breaks and the spring puncture the circuitry behind it giving a "remove and reinstall cartridge" error?
Adriano: If so, then we can cut to the chase and I'll give you my printer s/n and address info and you can send me a replacement printer.
Stewart: Thank you for the information
Stewart: Since how long you are experiencing this issue?
Adriano: A couple of days.
Adriano: I searched the web and found that hp is replacing the printers under an extended warranty.
Stewart: May I know the error message ‘AS IT IS DISPLAYED’?
Adriano: http://h10025.www1.hp.com describes the problem and shows the spring broken and the same hole that I have in my circuitry.
Stewart: Please give me the Serial Number of the All-In-One? It is printed on the Universal Product Code (UPC) sticker. The UPC sticker is located either at the back or the bottom of the All-In-One product. It will start with CN or MY or SG.
Adriano: MY65AP7320
Stewart: Thank you
Stewart: I require 2-3 minutes of your time to research the issue. May I?
Adriano: OK
Stewart: Thank you
Stewart: Here is the link for the issue.
Stewart: http://h10025.www1.hp.com
Stewart: PLease open the link and see if the isssue is same with your printer
Adriano: Exactly the same issue.
Stewart: Okay
Stewart: I belive you Adrinao,
Stewart: PLease provide me the details
Stewart: * Dates and Business Days (2 days):
* Time to call:
* Telephone Number to call:

Shipping Information:
* Name:
* Organization:
* Mailing Address (No P.O. Boxes):
* Apartment/Building/Mailstop:
* City:
* State:
* Zip/Postal Code:
* Phone Number (including area code):
by Adriano on Feb 14, 2008 at 3:38pm Add comment
All,

What a joy to read this thread a few months back when I saw this happen to my 7310. But I got frustrated w/the horror stories. Just checked back and it looks like folk are having better success. So I followed your recent suggestions and... cross you fingers!

Mark


Gorman: Hello Mark.
Gorman: Welcome to HP Total Care for All-in-One products. My name is Gorman. How may I assist you today?
Mark Muri: Hi Gorman, are you familiar with the print cartridge chute problem on the 7310? I see that my spring is broken and it has punctured the PCB.
Gorman: No issue, Mark. I am here with you to resolve the issue.
Mark Muri: It happened when I replaced the cartridge (black) and then I researched it on the web and found that it was a known problem. See http://www.fixyourownprinter.com/forums/inkjet/50913 for more info.
Gorman: I understand that you are facing issues with print cartridge chute problem with your HP Officejet 7310 All-in-One, Am I correct?
Mark Muri: Yes
Gorman: Thank you for confirming the same.
Gorman: Mark, Please give me a couple of minutes while I provide you with a webpage, which will help us to troubleshoot the issue.
Gorman: Thank you for your valuable time and patience.
Gorman: Here is the weblink:
Gorman: http://h10025.www1.hp.com
Gorman: Copy the complete URL starting from "http" till "USEN" and paste it onto the address box of your browser, then press Enter.
Gorman: Please let me know once you view the webpage.
Mark Muri: I have viewed it. The right cartridge spring is broken and it punctured the white circuit board.
Gorman: Thank you for the information.
Gorman: Please provide the 10 digit serial number of your unit. The 10 digit Alphanumeric serial number is located on the UPC sticker present either on the rear or bottom of the All-in-One. The serial number starts with either "MY" or "CN" or "SG".
Mark Muri:
Gorman: Thank you for the information.
Gorman: Please allow me few minutes while I search the information for you..
Gorman: Thank you for staying online.
Gorman: Mark, as you are a loyal customer to HP, I will replace the unit for you free of cost.
Mark Muri: Great!
Gorman: Please provide me the complete shipping address with your contact numbers.
Mark Muri:
Gorman: Thank you for the information.
Gorman: Mark, you will receive the printer within 5-7 business days.
Gorman: It has been my pleasure assisting you today. However, is there anything else I may assist you with?
Mark Muri: Thank you very much. You have been a great help. That's all I needed.
Gorman: You are most welcome.
Gorman: I am glad we had an opportunity to resolve the issue for you.
Gorman: Thank you. I assure you of our continued support, at all times, at HP Total Care.
================
Gorman: Thank you for contacting HP Total Care Real-Time chat support. If you need further assistance, please contact us again at: http://www.hp.com/support/chat. Chat support is available 24 hrs a day, 7 days a week.
Gorman: Good bye and take care.
Mark Muri: you too.
Gorman: Have a nice time.
Gorman: Bye.
by Anonymous on Feb 16, 2008 at 5:31pm Add comment
it works!!! thank you sirs and madams! use the chat function as it is way easier than talking to india.
by Anonymous on Feb 18, 2008 at 9:50pm Add comment
Just wanted to add to the many thanks given out for this thread and share my experience.

My machine (7410xi all in one) had this same issue. I thought it was my fault and I knew that I was out of warrenty, so I went out and purchased another used machine to pillage for parts. Unfortunatley I wasn't able to view the new/used machine before I purchased it (not recommended by the way) and it had the exact same issue. needless to say I was pretty upset at this point. Then I found this wonderful discussion. I followed everyone's advise, stayed firm and they are now sending not one but two new machines to replace my broken ones! Congats to all who are getting new printers and thanks again to all who started, responded and shared on this thread!
by unknown on Feb 22, 2008 at 12:36pm Add comment
Another success story here man. Spoke with Customer service first, gave them an old service ticket number (tried in vain months ago to get this replaced)and we quickly identified the issue. She told me that this was a manufacturer's defect and would transfer me to tech support who will process a replacement

So I'm on the phone with tech support, spelling out the issue to them in detail(with the help of this website). Of course like you guys said,The rep gave me the typical response of "upgrade". So I politely said "I understand thats your protocol and what you are told to say, so why don't we just go ahead a speak with a supervisor." The rep I think appreciated the patients I had and quickly got me a supervisor. The supervisor told me that this particular product has an "extended warranty" and that he would transfer me back to the same rep and have a replacement sent to me asap.

Very nice. So its on its way, only thing that made me nervous was having to give my credit card as collateral in case I don't send back the old unit. Is everyone else required to do this? Just curious. Regardless I'm extremely happy, considering I had that printer sitting in my closet the last 12 months. Thanks again guys!!!
by Anonymous on Feb 24, 2008 at 10:33am Add comment
I just wanted to write with another success story. I spoke with Andrea at the case manager line and they 100\% stood behind their product. They replaced my 7310 with an upgraded Pro L7680 with no argument.

They no longer manufacture that carriage chute due in part due to this thread.

Thanks to everyone who took the time to write in...

Terri
by unknown on Feb 25, 2008 at 12:49pm Add comment
Thanks everyone - my new 7780 is on the way to replace 7410 - after the "one year" warranty story the first time on the phone. It think they want to make sure you keep buying their cartriges...

by unknown on Feb 25, 2008 at 3:54pm Add comment
If you read my post from a couple of weeks ago... Well having a husband who works for HP helps. I am getting a 7780 shipped to me and paid for by HP. The case manager apologized like crazy and said they know the problem exists and will be changing the way it will be handled in the future. Thanks again to this site and thread.
by lisasdo on Feb 25, 2008 at 5:00pm Add comment
Hey, hey, hey,

You guys are GREAT that posted all these experiences & helped me get a free replacement 7310 printer for my customer.
I called 877-917-4380 Ext.95 & within 15 minutes I had a case # & order # for a replacement printer. They said the special warranty extension is good till Dec. 31,2008.

I explained that I am an HP printer tech. of 12 years & had more than 15 customers with this failure & called HP on thier behalf yet was told by HP many times that, sorry it is out of warranty & no "service note" or extended warranty--just buy a new one -- even was told that last week!!! HP won't release the part & so I tried once to re-solder the trace wires but, melted a bigger hole in the ribbon.
I was so mad at HP & I am a defender of thier product -- I usually keep it repaired & customers happy. I would only buy HP but, as a tech I know what models to avoid. Tip= looking for a new printer, ask a tech. which models hold up well.

The OfficeJet G-85 was probably the best all in one ever made so, HP stopped making it because it was too good!!! I still have one that is 8 years old. The last G-85's on the officemax shelves sold for $160 2 years ago to get rid of them -- I have to laugh, it was a $700 printer!!!

If only HP would go back to thier pre year 2000 days of customer support & quality product, they would have 85\% of the market instead of dropping to about 60\%. They still have quality LaserJets.
The 25\% more market share would pay for all the warranties they would need to run & American speaking tech. support to not tick off that 25\% who have gone to Dell or Samsung or Lexmark, etc.

My livelyhood is keeping good HP printers printing so, don't give up on HP yet. Former CEO Carlie Fiornie or how ever her name is spelled, is a swear word to me & HP is trying to get it's reputation back. But, HP , understand that it is much harder for your custmer to see what printer to buy if you keep poking them in the eye.



by [email protected] on Feb 27, 2008 at 8:52pm Add comment
quick question: did the people who called the number have to give credit cards # as collateral and send in your broken printers?
by Anonymous on Feb 27, 2008 at 9:37pm Add comment
To Anonymous,
No credit card was asked for this time. I was happily suprised.

I am on file with them from previous orders where I did give a C/C # so I guess they could look up my c/c number & charge it if I do not send back the bad printer. I could then refuse the charge, I guess.

They are paying for shipping both ways & giving me a replacement so I wouldn't think of not sending them the bad one. I want this good move by HP to last its full length of Dec. 31, 2008 & not tick them off & stop the warranty extension.

My printer's serial # was out of thier range of covered ones but, the lady punched in numbers that would work & gave the replacement anyway. So if your printer's S/N does not have in the 3rd & 4th digits = 55 through 59, 5A, 5B, 5C or 61 through 69, or 6A -- example = MY 57 9J8224 -- the 57 needs to fall in thier covered range. They will replace it if you are dyslexic & give them what they need to punch in. When they get the bad one back they check it off thier list & are not going to come after you. If they don't have your card then they realy can't do anything even if you don't send them the bad one back.
But, please send a broken printer back if they pay the return shipping. - Anonymous
I was not asked for a cc# either. I know they don't have one on file for me so I assume they have stopped asking for them...
by unknown on Feb 28, 2008 at 5:49am Add comment
no credit card either
by unknown on Feb 28, 2008 at 7:35am Add comment
:( i was asked for one, and got the same printer as a replacement.

Even worse is that the chute is the same and not upgraded...

Oh well, at least it works.
by Anonymous on Mar 3, 2008 at 9:57pm Add comment
Re: Need Ink Cartridge by longlifeprinters_com (3/3/2008 11:58


Which ink cart.? # 96 black or #97 color???

You got a replacement -- that's great.
My replacement had no re-designed chute either. I decided to take preventitive action & put a dime sized blob of "Fast Steel"
epoxy over where the plastic breaks & it dries to as hard as plastic. It has to be flat to the side wall though for the cartridge to slid into the chute easily.

At Home Depot in the plumbing dept. you can find a 6" tube of "Fast Steel or "Hand Moldable Epoxy Puddy" for about $4.00.
I use it often to fix broken plastic or metal items.
Just use a knif to cut off a small slice of the puddy roll & knead it as dough till it is all mixed together -- it gets sticky so you can moisten your fingers as you mold it & it won't stick so much & then mold it into the shape you need & ---- in 10 minutes it is very hard. In 25 min. it is hard as plastic.

From Dave.
by unknown on Mar 4, 2008 at 12:08am Add comment
I am not going to worry about it for a while because I got a 3 yr extended warranty free when they sent me the refurbished printer.
by unknown on Mar 4, 2008 at 9:35am Add comment
Are you based in the UK, and before you had your replaced did have you printer for long than a year, was it out of warranty?

Im a business working in IT even having trouble i have 2 with the exact same fault?

Please help. - Anonymous
BrianD---What do you mean you got a 3 yr extended warranty free with the refurb printer? How did that work?
by globetrotter18 on Mar 4, 2008 at 11:26pm Add comment
They offered it absolutely free and they even called me after I had the typical experience with the customer service in India. I have the new Refurbished printer and all the documentation on the warrantee 3 yrs.
by unknown on Mar 5, 2008 at 7:22am Add comment
They never asked for a credit card. They just sent the new one within a week.
by unknown on Mar 5, 2008 at 7:25am Add comment
mine was out of warranty for at least a year. But because this was a manufacturer's defect i guess they "extended" it.
by Anonymous on Mar 6, 2008 at 7:36am Add comment
Mine was over a year old.
by unknown on Mar 6, 2008 at 8:57am Add comment
Well after speaking wit customer care in india, they were very unhelpful and they said they could not replace anything as it was out of waarranty becuase i purchased it in NOV 05.

I didnt have any care pack with it or extended warranty. So i was eventually put through to a newcastle office in the UK. Gateshead if you need to know. This office is not on there UK site as an office location. So if you do need to get in touch with someone, speak to the UK head office in Bracknell then get put through to the Customer Complaints in Gateshead.

I work for a business who have altogether bought about 5 of these 7310's, 2 of them have come back with the fault you all see in the pics above and the spring. Check colour/black cart fault.

Anyway well i was getting know where with the customer care people in india, they said if you have proof of purchase, invoice whatever. Please fax to 0207 66 00 103. So i did it took 3 days for someone to get back to me. They werent very helpful as they kept saying its out of warranty. But i kept saying but this product has an extended warranty on it due to the manufacturing faults on this model. So got through to newcastle they would do anything at all, they kept denying everything about the fault i told them about. Even said not one other person has ever complained to them in UK about this issue. Thats very hard to believe i kept going on at him, asking him to even check this thread. He wouldnt as he said its all "fake". Even said about the HP official forums. He said as its very misleading we couldnt cover you under that as it in the USA.

Anyway after a number of phone calls finally spoke to someone high up, in Newcastle MD Steven Gill, he made some enquiries and said what we can do, we can put both your printers back into warranty free of charge, replace them with refurb kit. Then give you an additonal 3 month warranty of the refurb kit. Being delivered on the 12th March 08.

So it can be done for the UK.
by unknown on Mar 7, 2008 at 1:58am Add comment
I am so sorry that you were put through the ringer for trying to fix a "KNOWN ISSUE" & that they denyed knowing about it. The UK is different though in how they handle warranties -- I think it is contracted out & that is why each location you call has something different negative to say. I am also so mad at HP for not putting the warranty info into the computer web support for thier Indian work force. The foriegn workers probably have never seen printers like these & only say what is given them on a computer screen from thier web site look up. I think they get paid by how LONGGGGGGGGG they can keep you on line to slowly help you. Recently I loged a call that was 2 hours long to replace a printer under warranty that was 8 months old. I think the guy went to lunch while putting me on hold for 1/2 hour. Realy, I was put on hold 4 times but one time was a full 1/2 hour --- I thought I dropped the call & my cell phone almost ran out of battery too; but I got the replacement the next day.
When HP does it right no one can out do them!!! The best help comes from the HP "all in one case managers" at (877)917-4380 *95
by unknown on Mar 7, 2008 at 7:59am Add comment
arron can't complain too much. He did get a replacement and didn't have to spend months fighting them like Wayne from France did. His travails are documented in numerous posts in this thread. I take issue with them calling this thread "fake". How could we make up all these posts? I went through a great deal of trouble to get someone to push the issue to the point where they got a replacement and post the details on this thread. He had a lot of persistence and spent hours on the phone to get the replacement. It got easier after the first one and HP has finally acknowledged the problem, even though there is still some resistance from the support people who haven't heard of the problem.
by moe on Mar 7, 2008 at 10:10am Add comment
use the chat function: say are you aware of the cartridge chute defect?

the end
by Anonymous on Mar 7, 2008 at 10:55pm Add comment
Absolutely !!!!! It's actually a defect in the plastic that holds the "X-bias spring" in place in the chute.

But, if you niavely call HP their front line phone syupport knows nothing about it & they will try to get you to upgrade for $125 to $250. Don't pay them. Call the # listed in these posts for a free warranty replacement printer.
by unknown on Mar 8, 2008 at 3:54pm Add comment
It seems that HP is only acknowledging this problem for printers with S/N that have in the 3rd & 4th digits = 55 through 59, 5A, 5B, 5C or 61 through 69, or 6A. But what about all the other ranges? It's an obvious design fault not a manufacturing fault. The cartridge chutes spring retaining tab is flimbsy and the x-bias spring is a spear waiting to kill the ribbon cable. Come on HP do the right/fair thing and replace every serial numbered model that fails from your obvious design flaw and sack the designer and QA person who let this go to manufacture. Also on the environment side of things, how can you pollute your childrens world with these gigantic 1 year life toxic landfill devices??? start making spare parts available and designed these things to be serviced for the future generations sake
by unknown on Mar 8, 2008 at 11:57pm Add comment
That sure sum's it up. Might be time you HP shareholders out there sell up if HP is not going to redeme itself. - Anonymous
Fairdeal or anyone else with knowledge of replacement printer criteria:

My friend has an HP 7410 with a Serial Number beginning with MY6C. Are you saying that this will not qualify for a replacement, and if not, why not if it has the same x-bias spring problem? How did you come by this info? Is this hard and fast as far as the third and fourth digits are concerned? Thanks... - globetrotter18
arron I am still around, and for anyone else ... If anyone wants to push this legally I will back them 100\%. It was a HUGE waste of my time trying to get this sorted out. Its painfully obvious that this problem is HUGE... just do a search anywhere on the internet for 4710 7310 or 7210. They all have the same issue, any one who braught a 7310 or 7410 should be able to claim under "hidden fault at purchase" regardless of the warranty period, as they knew about this problem after the first model.

Further more I would love to see a lawyer expose the true extent of this problem and see a list of all those that PAID for upgrade because of this issue. HP should be forced to track down these people and give refunds to everyone they effectively scamed into paying for the fix.

BTW ... I have the New printer but when printing with the black cartridge there is a line of inking missing periodicly through out the document ... Back to BS with HP for me ....
by waynef1975 on Mar 9, 2008 at 2:23pm Add comment
Having seen a fair number of these 7410s, I've noticed that somewhere along the line, they modified the tabs holding the springs. I've seen them where one tab was skinny and the other wide and where they are both wide. My guess is the ones that don't qualify for replacement have both wide tabs and thus are the modified version.
by moe on Mar 9, 2008 at 4:21pm Add comment
Bravo --- Bravo to FairDeal & waynef1975 . You are speaking to the masses who have been ripped off by HP because it was a known issue 2 years ago & they had so many of these already out there that they decided to risk a law suit because the odds are with them that they can drag their feet on each one & no group will fight them as a group. They have smart engineers & could come up with a snap in clip to prevent these from breaking but no they have to deny anything is wrong. To Moe -- I just got in a replacement 7310 & it had no fix at all. It had the same flimsy chute as the one I sent back & so I fixed the new one with a blob of epoxy putty & it will not fail now. So even if HP is re-designing the chute the replacements arn’t getting out to all customers. I am a tech. & personally have seen the problem 25 times over & after many head banging hours with HP I have had to tell my clients sorry but, HP will do nothing !!!! I called on one 3/4/08 & the foreign HP lady tried to get me to upgrade for $250 & I had to demand a case # & refuse her offers 4 times & then when she reluctantly gave me the case # I called the 877-917-4380 Ext.95 & asked for an “all in one” case manager & in 10 minutes I had a free printer on its way to me --- no credit card asked. The case managers know the plight of the common folk & so if you happen to make sure your 3rd & 4th digits on the S/N fit then they are happy to help you. On a recent call in one of them even made a typo for me & you know who benefited --- HP’s reputation & my customer’s CPA office who told all their staff what a good job HP is doing to support their loyal customers. HP plays this game & I hate to say it but you have to play it back at this point.
by unknown on Mar 9, 2008 at 10:45pm Add comment
As a note --- as a non warranty HP repair tech. I found out the proceedure to get the free replacement printer from posts on this site only 3 weeks ago & since have helped 3 people. Bravo to all you people out there who contribute to this site & especially the owners of the site --- may you sell lots of kits & support material for your efforts.
by unknown on Mar 9, 2008 at 10:53pm Add comment
globetrotter18 --- that serial # doesn't say MY6C that is a MY66--- & they will be glad to help your friend.
by unknown on Mar 9, 2008 at 11:41pm Add comment
Thanks hp-printer-dave! Will try it that way for her... - globetrotter18
Thank you to everyone here who has posted their experiences with HP! I just called 1-877-917-4380 ext. 95. I spoke with a very nice case manager named Cheynne. I said exactly what Adriano said above:"I have a print cartridge chute problem, where the plastic tab holding the x-bias spring breaks and the spring punctureed the circuitry behind it giving a "remove and reinstall cartridge" error." There was not anymore discussion about the printer than this. She immediately processed a replacement order for me and my refurbished printer will be here between 24 and 48 hours from now. She also said she would follow up with me once it arrives. Her hours are Mon-Fri 9am-5:30 pm EST.

One Note: She was very clear that I should check the new one out and make sure everything works correctly and all the parts are there before I send back the old one.

She did ask me how I got their number, as I didn't have a case id yet. :)

Thank you to everyone here! You have saved me numerous hours of more frustration, not to mention $$.
by unknown on Mar 11, 2008 at 11:07am Add comment
Update: The new Officejet 7310 is here and works perfectly. If it is refurbished, there is absolutely no sign that it's been used before. We did have to move several parts from the old one, but it came with very clear instructions on how to do this.

Thank you again, everyone, for all your help.
by R.Annie on Mar 14, 2008 at 9:49pm Add comment
hp 7310 all in one --- has anyone had this problem??? --- When faxing or coping from the adf (automatic document feeder) the rollers or the mechanisim does not pull the papers ---- therefore, you can not use this portion of the machine --- you can only fax 1 page (cause the scan and fax (according to the book) does not support you to scan more than 1 page and fax). I have been searching on line for a schematic of the hp 7310 for parts (all want to charge for that) ---- I did find a possible sollution @hp officejet paper feed issues --- have not tried that yet --- it looks a little scary --- I will probably be going out to buy a whole new unit or at least purchase just a stan alone fax machine. Any suggestions would be very helpful --- Thanks Elderba (03/15/08)
by unknown on Mar 15, 2008 at 8:31am Add comment
If you can see the rollers drop down, turn and try to feed the paper, rejuvenating them will probably fix the problem. Try this stuff http://www.fixyourownprinter.com/specials/misc/chemicals/S03 - moe
Most of the time the gray rollers in the ADF need that roller rejuvinator with a little rubbing of a rag to take off the paper dust & golss. But, if the paper goes in just a little & stops then you probably have some kind of debris stuck in the paper path of the automatic feeder & the paper hits this & stops. I have seen pop corn & rubber bands & paper clips & staples stuck deep in the feed path.
If you have to remove the feed assy. with its rollers & gears to get the debris out, just ask how on this forum & several people can probably list the steps. Good luck. Dave
by unknown on Mar 15, 2008 at 6:04pm Add comment
I did say "if they drop down and try to feed the paper". If the paper does advance and jam, disassembly usually winds up being a disaster. I almost never disassemble one, but use a thin plastic stick down the paper path to dislodge the paper. In maybe 1 out of 100 cases, the paper is lodged too firmly and disassembly is necessary. Stiff folders work almost as good, but don't last as long as my plastic stick.
by moe on Mar 15, 2008 at 6:17pm Add comment
The problem seems to be that there is no pressure at all on the adf --- everything looks ok except for a small arm at the top of the adf unit --- it appears that it should sit down on a small round appendix (it is directly under the arm with a notch out of it) it just looks like it should fit onto that round part. The rollers for the adf is about a half inch above where the paper is to be fed. That's why I think there is just not enough pressure on the adf and I have even tried holding down with my finger and it doesn't go down on the paper at all. I did learn that I can scan multiple pages and fax (I know for some that was lesson 101). Now I just need someone to fax to to see if it really works ---- you see, this is an office that is still using a typewriter. I know, I will be blessed ---- thank you, elderba
by Anonymous on Mar 16, 2008 at 11:39am Add comment
I looked at a functioning unit, and that arm does normally sit above that appendix, so that wouldn't be your problem. If it's not dropping down onto the paper, then you'll probably need to change out the ADF assy. It's not something we'll be able to resolve in this discussion.
by moe on Mar 16, 2008 at 12:37pm Add comment
Hello ---- that's just it, the arm does not sit on the appendix.
I don't even hear any noise in that part of the machine at all which also leads me to believe that the adf motor is out --- I have checked and if everything is correct and that whole area needs to be replaced I'm looking at $400. + (just for parts) which means it will probably go to the graveyard. Oh well, I have tried. Thank you so much to all who responded.
by unknown on Mar 16, 2008 at 7:36pm Add comment
If you're interested, I've got a refurbed 7310, and some 7410s. Less than the $400. Click on my name and email me and we can discuss pricing.

by moe on Mar 16, 2008 at 9:08pm Add comment
With the help of this thread, I was able to get a replacement for my 7410 -- out of warranty, but with a serial number in the range for the extended warranty.

I started with a chat session on March 16 -- with Candy -- and she took the information, referred me to a picture of the x-bias spring problem, asked if that was my situation, and then set up a replacement order. I gave her my cell phone number for the follow-up phone call, and asked that they call me after 2 p.m. Monday. Unfortunately, I forgot to ask for a case number.

I started getting calls Sunday afternoon, from (408)295-4017. If you type this number into Google, you'll find that it belongs to Service Escalation in San Jose, and a long series of complaints from people about their calls. However, if you call it you won't reach anyone. Apparently HP contracts with them to make the follow up calls before replacing the printer, and it must be a relay to India or Bangladesh because all of the people I have tried to talk to have very heavy accents, and I can hardly understand them

On 3-18-2008, I got a call from Service Escalation, 408-295-4017, at 5:45 a.m. – could not understand the caller – very heavy Indian accent. Tried to sell me an extended warranty on the replacement printer, asked if I wanted to pay for expedited shipping, and asked for a credit card number. I asked for a supervisor, got another person I could hardly understand, explained that I did not want to give out a credit card to someone I could not verify had any connection to HP. He gave me another number I could call – 800-474-6836, and ALSO gave me a case number.

I then called 1-877-917-4380 ext. 95, and was connected immediately to James MacArthur, an OfficeJet case manager. He verified the shipping address, serial number of my 7410, and my home phone number, and asked if I could see damage to the connector cable in the print carriage chute (yes). Then he said I could expect a replacement printer tomorrow, March 19, and gave me an order number. No credit card, no shipping charges, no sales pitch. Finally, I got the kind of customer service I once took for granted from HP!

This machine would have been consigned to a landfill if I had not discovered the FYOP website. I cannot thank you enough.
by daches on Mar 18, 2008 at 8:04am Add comment
Thanks to everyone!!!! -- I checked my recipt and my Mom had purchased the unit (hp 7310) at Office Depot along with the 2 year warranty for $59.99 in June of 2006 --- so I called the number, they are sending us return stickers for the unit to be picked up and sending us a gift card for office depot in the amount of $399.99, which we orginally spent on the unit ---- so, we are not out as much as I was thinking --- I never buy the warranty, but my Mom always does (this time it was a good thing). I went today and purchased, from office depot, along with the warranty an hp 7780 --- I will be installing that tonight. But thanks again to everyone for your help --- it helped me narrow the problem down --- really, I think that the adf motor is gone.
by unknown on Mar 18, 2008 at 1:30pm Add comment
daches ---- GREAT!!!!! The front line phone people don't know anything about the special warranty & I think they get bonuses by selling something. Don't listen to thier spiel but, politely yet sternly ask for a case #. You need this # to then call the 877 # & ask for an "all in one case manager". The replacement printer should work fine but before putting new cartridges in the new one, look into the right cartridge chute , the black chute & see if there was any modification beefing up the gray plastic on the right. All of my replacements had no change at all. So, I got some epoxy puddy & made a dough ball smaller than a dime & pressed it into the area that breaks over the waivy part of the spring on the right sidewall making sure it is flat to the side wall & that a black cartridge will slide in properly. It dries to as hard as plastic in 15 minutes. It will not break after this engineering upgrade!!! I get the $4 epoxy putty stick tube from Home Depot in the plumbing section & it is good for about 10 fix-it jobs around the house. With a knife you cut off about 1/8 section off the end & knead it like dough for about 30 seconds & its ready to mold into shape or press around plastic as mentioned above. If it sticks to your fingers too much just moisten your fingers & it won't stick to you. In 3 minutes it starts to harden.
by unknown on Mar 18, 2008 at 9:34pm Add comment
HP is the most horrible company I can think of.
For months I have complained about the broken tab that holds the "x-bias" spring that holds the ink cartridge (in my case the color cartridge).

The told me I could buy an extended warranty and charged me $65 which I paid. Then they said no, they weren't going to honor the extended warranty because I was already out of warranty. They have yet to return my $65.

I called for many, many hours to see if anyone would help me with the broken tab. The only option I was offered was an 'upgrade' at a higher price than I could buy at stores.

Then I found this website. I called HP and they said that they are only issuing replacement printers within certain serial numbers. Mine was made in 2005-2006, BEFORE most of the people who are complaining her. I have a 7410 with the SAME problem as the others here, yet they are telling me my printer isn't in the same 'range' so they won't replace my printer. Makes no sense! Mine was one of the first with the problem so why can't I be service??? THIS IS AN HP DEFECT THEY KNOW ABOUT!!

By the way, Cindy, senior case manager, was NO help. She said she doesn't service 'all-in-ones', like my 7410, despite what others ahve said here. It was only after I said I was going to sue that she said she will have someone in the all-in-one department call me (won't hold my breath). She said "You will not win. HP doesn't have to replace your printer because you are not within the serial number range." WHAT IS WRONG WITH THIS COMPANY!! They need to help customers duped by their errors.

I have had several HP's and ALL have had problems and their replacements are used and defective too! 2 years ago they sent me THREE replacements, ALL WERE BAD! I keep saying I will switch to another company but I hate to learn new equipment so I haven't.

I am in California. I am going to copy the posts here and take HP to small claims court. Anyone have any similar experience please let me know, I will get your post. Also, if you know of a good manufacture - NOT HP! - please let me know!

THANKS!!
by hateHP on Mar 21, 2008 at 9:32am Add comment
Almost all of your complaints are warranted. I would not waste my time sueing HP but, call 1-877-917-4380 extention 95 & ask to speak to Cheyanne -- an all in one case manager & explaine your prediciment. If they replace your printer then I think you can be satisfied for now.
by unknown on Mar 22, 2008 at 4:12pm Add comment
Also, I have a Photosmart 8150 printer from 2006 --- probably a $100 printer but, it has the exact same cartridge schute as the all in ones & the bias spring punctured the ribbon & it is dead now. The "HP Photosmart Case Manager" said it is not covered! I said it is the same part number as the covered ones & he said there is no "Service Tag Number" for this model & sory but, there is no replacement for it either. So this one will be dropped out of a plane at 15,000 feet. The 7410 has got to be covered & there is no model of 7410 old enough to not be covered because they came out after the 7210s'. If they try this gymic it is going to back-fire & cost them more than they think they are saving by cutting some printers out of the fix.
by unknown on Mar 23, 2008 at 10:36pm Add comment
Scroll down for her reply.
by moe on Mar 27, 2008 at 3:16pm Add comment
There will come a day when a lawyer has the same problem with this printer ... I looked into it and there are many ways u can take action against both HP and the place where you purchased the printer. The 2 that stand out is ...

1) This is a design defect ... regardless of the serial number. This proble has been in this "family" of printers, not just a 1 off error. Its been in the 7310 7410 etc etc ... too many to note.

2) You can take the place of purchase to court if they dont give you your money back because they have sold a product with a KNOWN issue. Again HP printers for many generations have had this problem. So regardless if the supplier who sold you this product knew or not they have sold the product with a known defect.

Enough is Enough ... Change these peoples printer !!! Lawyers If you want to make some money think about all the people here ... and then think about all the people who PAID for the upgrade even if there printer was within the above numbers !!! and what about all those that are not internet savey ... this my friends is the tip of the iceberg ...
by waynef1975 on Mar 27, 2008 at 8:48pm Add comment
I am a tech. who personally has delt with this issue for 3 years now & the first 20 people who had the problem called HP & I called in their behalf & we were all told the printers were out of warranty & sory but, there is only an upgrade for ----anywhere from $75 to $225 or we could pay $30 for phone support which would tell us what we already knew -- it is a dead printer once the ribbon cable is punctured !!!!! All 20 + people had to go out & buy another printer. I unfortunately, did not keep all the names & phone numbers of many of the victims. I love HP laserjets & it is my living to keep printers printing so I only want Hp to do the right thing & not loose profitibility from issues like this but, they are doing it to themselves!!!! I called on a known covered printer last month & the front line phone support person denied any known problem or any special warranty & refused to help me for free but kept quoting prices for different options. This action by HP reps is fradulent!!! I had to demand (Politely) a case # and when I got it I said good by abruptly. Then I called the good help line & got a free replacement the next day. How many people daily believe what the front line HP rep says & pays them or has to buy a new printer ??? I was told yesterday that one wasn't covered for the puncture wound until I said the magical words "X-Bias spring in the Cartridge Chute" was broken, then it was covered. How many people don't know those words & hang up frustrated by HP.
by HP-Printer-Dave on Mar 28, 2008 at 10:15am Add comment
Dave, I'm not even sure anymore that this is HP's fault. I'm responsible for getting all these printers replaced since I initially instigated a customer into pushing the issue to the point of replacement. Then I got him to post the details and the rest is history. The reason I can't blame HP is that I actively spent about 15-20 minutes trying to unsuccessfully break one. I tried everything I could think of short of taking a pliers and ripping the spring out. I did experiment on a spring held by a skinny plastic tab. I sure would love to know how the customers are managing to break them. I guess it's possible that there were a series that got molded with a weaker tab and the one I experimented with wasn't one of them.

Forum Moderator
by moe on Mar 28, 2008 at 12:05pm Add comment
I am HP employee and submitted a VOC (voice of the customer) and was offered a $50 compensation which I declined. I have replied to my email to keep asking for a replacement of the printer.

Would you all suggest that I go through the hp.com and talk with a support and get a ticket #? - cubbear
YES !!! You need a ticket # or Case # to then call 1-877-917-4380 ext.95 & ask for an all in one case manager. They will not let you talk to one without this #. If you get to a case manager they are very nice & helpful & know all the ropes. Yesterday I tried to get a case # & call a case manager but the tecnical support lady from the (USA) did it all from her computer & said she had the power to replace a printer with the bad cartridge chute. I mistakenly first told her that the ribbon cable was punctured, but she said that was not covered but the broken x-bias spring in the chute was covered. Funny thing is the broken spring won't usually cause a problem on its own unless it drags at the base but, if it punctures the cable then the printer is dead. MOE, I have seen the broken part 15 times my self & fielded 15 more calls on it in 5 different states & so I know that there is a flaw in the cheap plastic & that these poor customers are not abusing their machines. HP should have designed it stronger like they used to.
by HP-Printer-Dave on Mar 28, 2008 at 1:03pm Add comment
There was a woman further up whose husband is an employee.
http://www.fixyourownprinter.com/forums/inkjet/50913#134

Here's her original post http://www.fixyourownprinter.com/forums/inkjet/50913#116
by moe on Mar 28, 2008 at 1:06pm Add comment
HP Printer Dave and everyone else---I'm not sure that you definitely need a case # before you call 877 917-4380 ext.95, but I guess it can't hurt. We called this number directly on a 7410 and got a refurb replacement without supplying a case number.
Also, it appears from previous posts on this thread that it depends on the case manager who fields your call as to what your replacement is. This was the second one we had replaced, and both times we got the bare bones refurbs that we had to replace the cover display, feeder trays, etc. and they also appear to be chronologically older than the units they replaced. Other people on this thread who have dealt with case managers appear to have received new, not refurbished, next generation equivalent L7680s or L7780s. So, it seems pretty random as to what you get.
Anyway, once again thanks to Moe, HP Printer Dave and everyone else for their invaluable insights on this thread.
by globetrotter18 on Mar 28, 2008 at 4:01pm Add comment
Yes you can just call the "All in one case manager" line first & if you get lucky with the right handler they will patch you through with-out a case #. If you say you can't find the # they will speak to you & possibily create a case # for you. The printer replacements are comming from several warehouses so you may get an older unit than the bad one you now have but they are warranted for 90 days. All replacements have some parts that you have to swap from yours to the new one. I now beef up the plastic on replacements if they are the same style as my bad one so no problems in the future. HP could have done this themselves but that would admit a problem & they would have to offer it to all.
by unknown on Mar 29, 2008 at 7:57am Add comment
Just another HP customer with the same problem (7310). Wanted to thank Darin and all the others for this great thread, which helped me get a replacement! It took a lot of persistence as I did it through online chat instead of calling the special number (wasn't during regular business hours) but a printer is on its way.
by Anonymous on Mar 30, 2008 at 1:49pm Add comment
Hey, thanks for everyone's threads here, I didn't even bother calling anyone...I can't understand anyone from India and always wind up really aggravating myself!!! I went directly to online chat for my 7310 replacement. Got a really nice woman, Alexa online, explained in one short sentence about the broken clip, new replacement on its way!!!!! Thank you!!!!
by jazzp333 on Mar 31, 2008 at 1:14pm Add comment
If anyone needs to see exactly what transpired, below is my chat session:

Alexa: Hello Jasmine.
Alexa: Welcome to HP Total Care for All-in-One Products. My name is Alexa. How may I assist you today?
Jasmine: Hi Alexa I have a problem with my 7310 all in one printer.
Alexa: Could you please elaborate your issue, so that I can assist you better.
Jasmine: I replaced the black cartridge in the right chute today, and I can see that the spring is broken.
Alexa: I am sorry to hear that.
Alexa: Could you please let me know the serial number of the printer. The serial number is located on the UPC sticker present either on the rear or bottom of the All-in-One. The serial number is a ten-digit alphanumeric m.i rtstr oN"r 'SG".
Jasmine : ###########
Alexa: Let me know when did you purchase the All-in-one.
Jasmine : I don't have the exact date, maybe a year or so ago?
Jasmine: Apparently this is a well known problem. See http://www.fixyourowncomputer.com/forums/inkjet/50913 for more info.
Jasmine Pace: Are you still there?
Jasmine Pace: Alexa, are you still here?
Alexa: Yes, I am with you.
Alexa: Sorry for the delay in response.
Alexa: I like to to inform you that as you are loyal customer to us we are happy to replace the All-in-one.
Jasmine Pace: I appreciate that very much. It will be a replacement, not a refurbished unit correct?
Alexa: Due to defective All-in-One being a returnable (collateral) product, we cannot ship the new All-in-One unless we have your credit card number information as security. All collateral products require returning of the defective part/unit to HP. I apologize for any inconvenience caused to you in this regard.
Alexa: NOTE: For security reasons, please do not send credit card information via the chat platform. An HP representative will call and collect your credit card information.
Alexa: "Please ship the original part/product back to HP within three (3) working days after receiving the replacement part/product. If the original part/product is not received within fifteen (15) days, you will be billed the cost of replacement. Furthermore, once billing for cost of replacement has occurred, you may not return the product for credit. Returned parts/products to HP will not be sent back to you".
Alexa: * In cases where HP did not receive the defective part/unit within 15 calendar days of shipment of the exchange part/unit from you then you will be charged for the exchange part/unit. Return instructions and pre-paid shipping label are included. No charges are assessed if the part/unit is returned within the required time.
Alexa: To dispatch a collateral part/unit to you we would require your credit card details.

Please provide me with the following Shipping Information:

*Name in full:
*Postal Address (Including Zip Code):
(Note : Please don't give P.O. BOX Address as the database doesn't accept P.O. BOX addresses)
*Email Address:
* Phone Number (including area code):
* Dates and Business Days to call you(2 days):
* Time to call:
* Telephone Number to call:
Jasmine: Alexa, this will be a new, replacement yes, not refurbished?
Alexa: Jasmine, you will be receiving refurbished All-in-one.
Alexa: It is tested by HP and in good condition.
Jasmine: Will the refurbished unit have all the necessary components. I have heard that the refurbished units sent out sometimes do not have paper trays, etc..whatever HP considers to be accessories. If I'm returning the broken unit, I want to make sure the replacement is a "full" replacement.
Alexa: Yes, it is full replacement.
Alexa: You can confirm with call back agent.
Alexa: Please provide me with the following Shipping Information:

*Name in full:
*Postal Address (Including Zip Code):
(Note : Please don't give P.O. BOX Address as the database doesn't accept P.O. BOX addresses)
*Email Address:
* Phone Number (including area code):
* Dates and Business Days to call you(2 days):
* Time to call:
* Telephone Number to call:

Alexa: Is there anything else I can help you?
Jasmine: When will the HP rep call me?
Alexa: You will receive call in one hour.
Jasmine: OK, thank you very much. Do I need any # to refer to?
Jasmine Pace: One more thing, does the refurbished unit come with a warranty?
Alexa: Yes it will come with the warranty.
Jasmine : OK, do I have a case # I can refer to in case I need it?
Alexa: SessionID: ############
Jasmine: Thank you very much Alexa, you've been a huge help!
Alexa: It is my pleasure.
Alexa: Thank you for contacting HP Total Care Real-Time chat support. If you need further assistance, please contact us again at: http://www.hp.com/support/chat. Chat support is available 24 hrs a day, 7 days a week.
by jazzp333 on Mar 31, 2008 at 1:23pm Add comment
THANK YOU to everyone who has posted. I called HP this morning and they are FedEx'ing a new 7310 unit to me. The entire process took 37 minutes and 21 seconds.

Following is my "path of persistance" that was facilitated by having read through this entire thread last night. I used many of the suggestions found here, identifying my problem as an x-bias spring issue (which I'd confirmed was the issue after reading this thread then finding pictures on the HP site).

11:30 a.m.
Initiated call to HP using number listed in this thread 877-917-4380 Ext. 95. Auto attendant answered and identified it as the case manager line. Spoke with Angela at Sr. Case Manager department, she advised me I must have case number, told me to call tech support at 800-474-6836.

Called tech support #, said "agent" three times but auto respondent couldn't understand me, said was transferring me and advised me to find serial number to give to representative.

Live person answered and voila! Without even having my passport, I was transported to India and speaking to "Mitt" in HP Total Care. Mitt asked for my first and last name and wanted to know how I am doing. He asked if this is the first time I have called HP, I said no (I've called HP many times over the years).

He asked for my phone number then I explained I was calling about a 7310 that had a broken x-bias spring and I'd like a case # so I could go back to the Sr. Case Manager. He said he can forward me to a technician for that. I again asked for case number "in case we get cut off" and he said can give me one "but let me tell you one thing, this printer has expired, you can go forward and extend warranty for one year, cost only $64.99."

I advised him this is a manufacturing defect and I'm not going to pay for a warranty, but I would like a case number, please. He said he is connecting the call to the department that can give me the #. I asked to talk to his supervisor but got no response. It sounded like he'd put me on mute so, as many on this thread advised, I hunkered down to wait him out. Approximately 3 minutes later there were two beeps and hold music came on. I guess he'd been waiting to see if I would hang up.

11:39 a.m.

A new auto attendant recording advised me to please hold "while we connect your call" and then there were two more beeps, more music.

11:40 a.m.

Phillip at HP Total Care answered (in fluent English) and asked for my my name, and whether I had ticket # or phone #. I advised I'd tried to get one from the previous two people with whom I'd spoken but noone seems to want to give me one.

He politely asked what the problem was. I advised him it may be a broken x-bias spring, based on pictures I found on the HP site and the surprisingly large number of complaints found online about this issue. I described the physical picture in more detail and he said it's the chute spring.

He needed to verify my serial # which I gave him (mine starts with MY56). He asked if it was the x-bias spring that's broken. I advised him that based on the picture on the HP website, yes.

HE IS GOING TO REPLACE IT!!! 11:45 a.m.

THIS DISCUSSION THREAD IS ONE OF THE BEST I'VE EVER FOUND. THANK YOU EVERYONE!

Phillip said he has an alert about the extended warranty, he isn't worried about that but just needs to read through it for a moment to get some numbers to process my replacement. He said he will send the alert to me so we can both look at it, told me to keep this document in my files so in the future with my printers, they could have extended warranties on them.

While he was reading the document, he said "Oh, it's not a public document so I can't send it to you." He advised it explains the whole thing, it is a broken carriage chute, says carriage jam occurs because x-bias spring has broken off, said he can't send me the document but it is the x-bias spring so he is taking steps now to set up replacement for me.

I told him throughout the conversation how much I appreciated him helping me, especially since the first two people were not helpful at all.

He advised sending me OfficeJet 7310, could be new or refurbished, may even send different model, needs credit card # to ensure they get broken printer sent back to us, assured me absolutely no charge unless I don't return broken printer.

He confirmed my billing and shipping addresses are the same (they already had my info based on the phone # I provided and probably because of the number of calls I've made to them over the years for a variety of issues with different printers).

He's in Ontario, Canada

He can give me free shipping 5-7 days, maybe up to 14, or I can pay for express/overnight 2 days $20 (arrive Wed.) $30 (arrive Tues. a.m.; can't guarantee Mon., but definitely Tues.), they'll send me a prepay slip to ship printer back to HP. Also noted that now printer is in warranty b/c of the issue.

So, I should have the new printer no later than Tues. a.m. $30 + $1.95 tax, said he can't avoid that unless I have a tax exempt number. I told him someone on FYOP forum had printer shipped overnight at no charge, but he said he doesn't have the ability to do that.

I gave him my credit card #, expiration and security code.

He did advise me the new printer won't come with cartridges or power cords and that I would need to take them off my current machine.

In the shipping software he confirmed they are sending new 7310, said by "new machine" it means retail stores send them back as overstock. He said he guarantees it will be new, will have refurbished sticker b/c they have to open box and make sure everything in there. Retail stores send back what they don't sell and by US law they must open box to make sure everything in there.

He gave me an order #, said it is the customer service order number. He also gave me a service ticket #, said that shows I called in, explained x-bias spring broken, he made notes and shipped me new printer under extended warranty so for any future assistance needed from HP, give them service ticket # and I will be able to get to an agent.

He advised that on the outside of box will be red pouch which contains return bill and instructions.

He asked how many PCs attached to this printer, I advised 3-5 on wireless network. He asked if I was the individual who installed the software on each individual and when I said yes, told me how to set everything up again once the new printer arrives.

I'm sharing this part for anyone who needs help setting up the printer. He said to install the cartridges, trays, cords, have printer functional and ready to go, then plug in ethernet cord. Let router assign IP address to printer, print the network configuration page to get the IP address then go into the printer folder to make sure it matches. Actually, for XP, go to Control Panel, Printers folder, right click on HP 7300, click on Properties, Go to Ports tab, click on Configure Port, make sure the IP address matches.

Total call time was barely more than 1/2 hour, but that's because of this detailed forum thread. Had I not found this thread, I'd probably be on the phone unti next week. THANK YOU!
by wkurtz on Apr 4, 2008 at 10:04am Add comment
Thank you to all :) I had a better luck getting a refurbished printer by going through the support chat then going through HP themselves for an employee.

Now that I will be getting the printer, can someone tell me how I can reinforce the spring so that this does not happen?

Thank you!
by cubbear on Apr 4, 2008 at 11:47am Add comment
Read the thread. - moe
Realy the only upgrade is to buy a plumbing epoxy puddy tube at home depot in the super glue area or in plumbing; it is about $4. Cut off 1/8" circle off the end & knead it together so the two puddy types mix & use a ball about half the size of a dime & press it into the right side-wall of the chute over where the spring arm starts to stick out & just above that. The puddy should fill in the cavity & be flush or flat with the sidewall so the cartridge can slide in easily. Flattened out it should be a dimed size circle. If the puddy sticks to your fingers get them moist & it will not stick. The puddy chemically gets warm at the 3.5 to 4 minute mark & dries hard after 6 minutes. It is fully hardened after 15 minutes.
by unknown on Apr 4, 2008 at 8:39pm Add comment
Hello you all, I can't say enough how grateful I am for this thread. I was ready to pitch the thing in the garbage which was killing me. I found your site and realized that there might be hope. HP hung up on me not once, but 3 times during my calls over a 6 hr period. The #'s on mine were not in the range that they were replacing. My 7310 was almost 3 yrs old, but I wasn't willing to say goodbye to my $400.00 without a fight. If I averaged how many copies I had made it would have meant they were about .75 each and that is outrageous. I had purchased my all in one at Costco, so I called their concierge services. The issued me a claim number and asked me to take everything to my local Costco. You won't believe this, but they gave me a complete refund of my purchase price. I was able to buy a brand new one and still have money left over, they've gone down in price.
My daughter was laughing, she said my face looked like I was going to jump over the counter and hug the lady. I probably could have. The moral of the story...buy from Costco. After the refund the lady told me that they pay extra to be able to return almost anything in electronics without question.
by Anonymous on Apr 4, 2008 at 9:04pm Add comment
Thanks for sharing your experience. I don't know how Costco does it but your post says alot !!!!! I have found that our Costco in Utah will replace or refund on any broken printer you bought there in the last 2 to 3 years with NO extended warranty. No store can beat that!!!! Even without a receipt they can look up old purchases from your card & find when you bought it.
by unknown on Apr 5, 2008 at 1:00am Add comment
My new 7310 arrived before lunchtime today. I haven't had a chance to hook it up but wanted to update my post from Friday with this exciting news. I'll post again once I confirm everything is in working order.
by wkurtz on Apr 7, 2008 at 5:52pm Add comment
This thread was amazingly helpful.

I have a 7210 that developed the loose wire problem. I didn't notice the loose wire until I saw the picture that was posted above.

I went through proper channels by which I mean I called HP service and talked to three different people in India. The first person told me a replacement would be $250 -- about the same that I paid for the printer. I asked for the supervisor. After a lot of back-and-forth (I kept my cool), the supervisor told me that the printer would be replaced for free. He then transfered me to a technician to arrange for the replacement. The technician asked all of the same questions again and then said that the printer would not be replaced for free (they must pay these guys extra when they convince us to go away).

I then called

1-877-917-4380 ex 95

and talked to Carl Livingston. He explained that my printer had a serial number that was not covered by the replacement. I continued to make the point that this was a design flaw and others were getting replacement printers. He went away for a while and came back and said that a new, free printer would be sent but that it would only have a 90-day warranty. That was fine since my printer was out of warranty anyway. The printer will arrive tomorrow or the day after.


by unknown on Apr 9, 2008 at 8:12am Add comment
Is the inability to align the ink cartridges symptomatic of the chute problem on a 7410? As far as I can tell, the plastic tabs are intact, but I've spent hours trying to get the machine to print straight. I'd appreciate any other troubleshooting suggestions.
by Knowledge Nomad on Apr 11, 2008 at 8:18pm Add comment
No, as far as I have found on 20 of these printers or so, the broken loose spring in the cart. chute will NOT mess up alignment. Not aligning can be from bad or low ink cartrtridges that won't print out a clear pattern for the blue optical eye in the print carrage to see & align to. Or, from a dirty encoder strip --- the plastic strip that runs left to right just above the shiny steel carrage rod & through the back of the carrage & is semi clear. Close inspection reveals a zillion vertical bars that an infra red beam counts as the carrage moves. Clean with a cotton ball or strong tissue wet with water & place over the strip & pinch it & slide along the strip --- see how much ink dust overspray comes off. Don't pull to hard as the strip can come un hooked from either end & it is a pain to re-hook. Also clean off the steel rod since ink overspray can cause the carrage to stick & slow down as it moves. To get the carrage out of its resting spot on the right, lift the lid with the power on & after the cartridges drop down a bit because the service station moves out from under the cartridges then pull the power plug out of the back of the printer. With no power you can move the carrage to the left by hand.
by unknown on Apr 11, 2008 at 9:15pm Add comment
Thanks, to all who've posted their experiences here. My 7410 went south last night, and I traced it to the same issue documented here. My on-line chat with HP went amazingly fast... dropped the magic words of "broken printer carriage chute" and "dislodged x-bias spring", got to a confirmation page (is that picture what you're seeing?), and a replacement printer is on its way.

Elapsed time... thirty minutes, maybe.

Thanks, everyone!
by unknown on Apr 15, 2008 at 8:49am Add comment
Hey all! My 7210, according to HP is not a part of the "authorized serial numbers" to be replaced. WTH?! According to a few posts above me, his wasn't either after calling 877-917-4380 x.95

well, instead of getting Carl Livingston on the line, I got Karen. She was very insistent that the mans post, who I was referring to (4 above me) could not have gotten his printer replaced because there was no way his printer was part of the authorized products to be replaced.

I am really fuming right now.
I think i will try calling back later in hopes of reaching someone else. ugh!
by dead 7210 on Apr 17, 2008 at 9:01am Add comment
To dead 7210, you'r right, it all depends on who you get on the line & if they are having a good day or not!!! Sounds like Comunist China where you have to bribe the powers that be into being reasonable. In the USA it should be illegal to tell one person that the extended warranty applies & the next person that "We have never heard of that problem & won't replace it out of warranty". I think this post has quite a few people going to HP & they don't like it!!! I know that HP was good enough to offer replacement printers in the first place but, they built a flaw into thousands of $300 to $400 printers that all seem to die after the 1 year mark & many people went out be-grudgingly & had to buy new printers. HP benefited from their own mistake --- kind of like their smart ink cartridges that say they are out when they are still 1/2 full.
by unknown on Apr 17, 2008 at 5:44pm Add comment
I had a wild conversation with an HP all in one case manager recently where the lady, lets call her Lisa, refused to let me talk with another case manager who had been very helpful twice in the past. The other case manager helped my customer get a replacement printer who probably went out & told 5 people how GREAT HP was to honor & support their product. But now, on another identical printer with the exact same problem, Lisa said that is not a known issue & HP never replaces this type of printer for free out of warranty!!!! She went on to say I should never ask for the other case manager again & she, Lisa, would now be my only case manager in the future. I tried calling back to speak to someone a bit nicer & Lisa intercepted the call & said what was I doing asking for someone else & that though she could not help me I needed to only go through her!!! She may be bugging my phone conversations & e-mails next!!! So I now have to tell 20 to 30 people that HP may not be trustworthy for support in the future. ---Buy carefully only well built printers. I was optimistic a month ago but that was short lived. Glad I'm a tech. & with the help of this forum I can fix most problems.
by unknown on Apr 17, 2008 at 6:03pm Add comment
The HP Officejet G85 has been one of the most reliable all in ones ever made. Boy, those were the good old days.
by unknown on Apr 17, 2008 at 6:03pm Add comment
To all FYOP users:

Here is the Chat session with HP - it worked perfectly - 30 min approx.

BEN: Hi Phillip I have a problem with my 7410 all in one printer.
Phillip: Please go ahead and describe your issue, I am looking forward to assist you.
BEN: I replaced the black cartridge in the right chute today, and I can see that the spring is broken.
Phillip: I regret for the inconvenience caused to you.
Phillip: Please provide the 10 digit serial number of your unit. The 10 digit Alphanumeric serial number is located on the UPC sticker resent either on the rear or bottom of the All-in-One. The serial number starts with either "MY" or "CN" or "SG".
BEN: XXXXXXXXXX
Phillip: Thank you for the information.
Phillip: May I know since how long you own the All-in-One printer.
BEN: I don't have the exact date, maybe a year or so ago?
Phillip: Okay
BEN: Apparently this is a well known problem. See http://www.fixyourowncomputer.com/forums/inkjet/50913 for more info.
Phillip: I understand the X-bias spring is dislodged, am I correct?
BEN: Yes, that is correct!
BEN: Are you still there?
Phillip: Here is the web link for you.
Phillip: Please check the below web link and confirm the status of X-bias spring .
Phillip: http://h10025.www1.hp.com
Phillip: Please copy the above web link and paste in a new internet explorer window and press enter.
BEN: It's the same problem!
Phillip: Okay
Phillip: Please allow me few moments
BEN: OK
BEN: Phillip, are you still there?
Phillip: I am with you.
BEN: OK
Phillip: Ben, as you are loyal customer I would be glad to ship the printer
Phillip: I will process the request for a replacement All-in-One. However, the All-in-One is a collateral product, that is, you would be required to ship the defective All-in-One on receipt of the replacement. Therefore, you would be required to provide us the credit card information as security.
Phillip: Due to defective All-in-One being a returnable (collateral) product, we cannot ship the another All-in-One unless we have your credit card number information as security. All collateral products require returning of the defective part/unit to HP. NOTE: For security reasons, please do not send credit card information via the chat platform. An HP representative will call and collect your credit card information.
Phillip: Service parts that have been restored to original specifications are offered under the HP Exchange Program, and require the return of an equivalent assembly. When an exchange product is shipped to you, then you must return the defective item to HP within 15 calendar days of shipment of the exchange item. Instructions are included with the shipment that describe how and where to return the defective core item.
Phillip: In cases where HP did not receive the defective part/unit within 15 calendar days of shipment of the exchange part/unit from you then you will be charged for the exchange part/unit. Return instructions and pre-paid shipping label are included. No charges are assessed if the part/unit is returned within the required time.
Phillip: Please provide me with the following information: * : * Telephone Number to call:
Phillip: * Mailing Address (No P.O. Boxes): * Apartment/Building/Mail stop: * City: * State: * Zip/Postal Code:
BEN: XXX-XXX-XXXX (My Home Phone Number)
BEN: XXXXX XXXXXXXXXXX ST
BEN: XXXXXXX XXXXXXXXX XXXXX
Phillip: Please allow me few more moments
BEN: Phillip, can you please provide me the case #, just in case the chat breaks down?
Phillip: Here is the XXXXXXXXXXXXXXXXXXXXXXXX
BEN: Thanks
BEN: When will the HP rep call me?
Phillip: I will arrange the call right now.
Phillip: Would you like to purchase the cartridges
BEN: No thanks, I already have extra ones.
Phillip: Pleasure is mine.
Phillip: Our focus at HP Total Care is to ensure that you always receive a complete satisfactory support experience. Have we accomplished this for you today?
BEN: Oh YES! Thank you very much Phillip, you've been a huge help!
Phillip: Its been pleasure in assisting you.
Phillip: Is there anything else I can assist you with?
Phillip: Thank you for contacting HP Total Care Real-Time chat support. If you need further assistance, please contact us again at:
http://www.hp.com/support/chat. Chat support is available 24 hrs a day, 7 days a week.
BEN: One more thing, does the refurbished/new unit comes with a warranty?
Phillip: No warranty. All HP printers are tested and certified by HP engineers.
BEN: OK. Thanks for everything.
BEN: Bye

5 MINUTES LATER: I received the call from an HP representative (approx. 30 min on the phone) He processed the order. The shipping was Free, but I wanted the printer sooner (3-days), so they charge me $30 dollars. But that's ok for a good working unit, it was a good deal!

Thanks to all for the information that was posted here, it was of great help. (Specially jazzp333, I hope you don't mine that I used your Chat script, it worked perfectly!)
by unknown on Apr 19, 2008 at 9:34am Add comment
My 7310 was purchased in Sept 2006. This forum was very helpful for me to speak intelligently with HP support. First HP person was not helpful and wanted me to pay $34.99 for 14-day support or $65.00 for 1 year of support. I had to bite my tongue and stay cool. When I told him that I would not pay anything for customer support for a product already purchased and mentioned the 100's of forum posting of same issue with design flaw and that I would not recommend HP to anyone, he transferred my call to a case manager. After mentioning the details from this forum, the case manager located the documentation to extend warranty on this printer. I should receive my replacement May 7.
by unknown on Apr 28, 2008 at 9:00am Add comment
This forum/thread has been invaluable. I figured I would have a challenge dealing with support. Used the online chat..

Total time: less than 30 min. You can see from the transcript, mine when quickly and easily.

Hope everybody else with this problem is as luck as I was.
==============================================================
Jaques: Hello Scott.
Scott : Hi there
Jaques: Welcome to HP Total care for All-in-one products. My name is Jaques. How may I help you today?
Scott : I have an officejet7410 .. receive an error message 'remove and check color cartridge
Scott : i have replace the cartridge.. and put in the prior one.. same message..
Jaques: I regret the inconvenience caused.
Jaques: However, I will do my best to help you out Scott.
Scott : in looking at the bay where the cartridge sits.. the spring on the right is loose.. and the circuit board film at the back of the bay has been punctured by the spring
Jaques: Since when are you experiencing this issue?
Scott : this occurred 3 days ago
Jaques: Could you please confirm how exactly is the All-in-One connected to the Computer? Is it with the USB cable or in network?
Scott : wireless
Jaques: Please provide me the serial number of All-in-One
Scott : xxxxxxxxxxxxxxxxxxxxxxxxx
Jaques: The serial number is located on the UPC sticker either on the back or bottom of the All-in-One. Its a ten-digit alphanumeric number and starts with either "MY" or "CN" or "SG"
Scott : i was prepared .. :-)
Jaques: Scott, you are wise!
Scott : i figured you would want that..
Jaques: From your information I suspect the X bias spring that holds cartridges is disloged.
Jaques: However, please open the link below:

http://h10025.www1.hp.com

Copy the entire URL and Paste in the Address bar of New Internet explorer and hit enter.
Jaques: Title of the page reads "HP Officejet 7200, 7300, and 7400 All-in-One Series - 'Incorrect Print Cartridge' or 'Insert Print Cartridge in...Stall' Message Displays on the Computer in Windows After Installing a Print Cartridge"
Scott : That is true.. it is dislogdged.. but the real problem is that it has pierced the circuit board film at the back of the bay where the cartridge contacts the flex film circuit board
Jaques: I am sorry to know that.
Jaques: Scott, as the X bias spring is dislogged, I would like to replace the unit for free of cost.
Scott : That would be fantastic..
Jaques: Please provide me the shipping information along with phone number.
Scott : xxxxxxxxxxxxxxxxxxxxxxxxxxxxx
Jaques: Thank you for the information,
Jaques: Scott, let me explain the replacement process.
Scott : OK.. i'm still here
Jaques: HP Exchange Program: Service parts that have been restored to original specifications are offered under the HP Exchange Program, and require the return of an equivalent assembly. If you opt for this program then we should have your credit card number information as security. When an exchange product is shipped to you, then you must return the defective item to HP within 15 calendar days of shipment of the exchange item. Instructions are included with the shipment that describe how and where to return the defective core item.
Jaques: * Please ship the original part/product back to HP within three (3) working days after receiving the replacement part/product. If the original part/product is not received within fifteen (15) days, you will be billed the cost of replacement. Furthermore, once billing for cost of replacement has occurred, you may not return the product for credit. Returned parts/products to HP will not be sent back to the customer. No charges are assessed if the part/unit is returned within the required time.
Jaques: To dispatch a collateral part/unit to you we would require your credit card details. You would be receiving a call on the date and time as per your convenience.
Scott : OK.. I will be expecting a call.. at any time at the number I provided.
Jaques: Yes, for your conveneince I will fill in the details and arrange a callback as soon as possible
Jaques: Is there anything else I can assist you with?
Scott : No Jaques. You have been most helpful. HP get's a vote from me for great customer service!!!
Jaques: Thank you very much, Scott!
Jaques: ITs my pleasure assisting you!
Jaques: Here is our chat id:xxxxxxxxxxxxxxxxxxx. Please feel free to contact us any time if needed in future. We look forward to assist you.
Scott : Thanks again. I will disconnect now.

by wagert on May 9, 2008 at 4:06pm Add comment
So i tried the chat option tonight and got nowhere. The lady on chat only wanted to make me do all the unplugging and resets. I did them all, still she refused to understand or acknowledge that the x-bias spring being out of place due to broken plastic clip as the problem...

I will try by phone i guess...
by unknown on May 11, 2008 at 7:47pm Add comment
There are lots of scripts above to follow. The one thing you don't want to do is let them direct your actions. You are looking at a broken x-bias spring and a hole in the circuitry. Why are you bothering with these drones and their dumb tests that they are getting from a script? These people are totally clueless about printer operation. You have to take the initiative and inform them that the x-bias spring is broken, it's a known fault and their tests aren't going to work since you have a hole in the circuitry.
by moe on May 11, 2008 at 10:37pm Add comment
The wildest thing is that they= (HP) will replace printers out of warranty for the "broken loose X-Bias spring in the Cartridge Chute" but not for the puncture hole that results from the broken wire !!!! HP told me the hole on the circuitry is not covered even though that is what renders the printer useless. BUT, the X-Bias spring broken loose is what they need to hear & the serial number has to be in the range HP set up as covered.
The 3rd & 4th digits have to be 55 thru 59 or 61 thru 69 or 5A, 5B, 5C or 6A example S/N= MY559J8022 or MY6A9J8022

These posts have helped LOYAL, HONEST, HARD WORKING, HP customers save possibly $100,000 in total by getting the replacement printer needed when theirs died PRE-MATURLY & HP denied this problem for several years & has recently decided that a happy customer is better than one lost for ever to another company.
by unknown on May 12, 2008 at 7:45am Add comment
Hey everyone, I got my replacement unit a few weeks ago (post listed above), and everything was working fine, but then last week, all of a sudden, I can't print anything, like it's not picking up the signal to print. My documents sits in queue, and printer says it's printing, but then it gives me some error message about printer spooler not connected. Has this happened with anyone else with their replacement units? HELP!
by jazzp333 on May 12, 2008 at 8:03am Add comment
Out of curiosity I called HP first at the 877-917-4380 ex 95 number and the phone was answered by "Nicole" who asked me if I had a case ticket number or support ticket number. When I told her no that it was a manufacturing defect and I needed the unit replaced not troubleshooted she put me on hold for a case manager. A gentleman picked up whom I didn't catch his name but he was quite rude and asked me how I got his number and I told him fixyourownprinter.com and he replied with "that's not an authorized HP website" & "you need to go through technical support. They will help you determine your problem and if they deem it necessary then they may escalate your claim and then you can call back." He said the call back part with great disdain. :) I told him "I don't want to talk to tech support, this is a manufacturing defect and I don't have the time to waste of tech support that will not fix my issue. If my claim is just going to be escalated here anyways then why not save both of us some time?" To which he told me to call tech support again and that was it. I didn't have time to waste arguing with him so I just said ok and hung up.

Then I moved onto the online chat and that was very simple. Here is my transcript:

Dominick: Hello Ethan
Dominick: Welcome to HP Total care for All-in-one products. My name is Dominick. How may I assist you today?
Ethan: Hi Dominick
Dominick: Hi Ethan
Dominick: Please go ahead and describe your issue, I am looking forward to assist you.
Ethan: Are you familiar with the print cartridge chute problem, where the plastic tab holding the x-bias spring breaks and the spring puncture the circuitry behind it giving a "remove and reinstall cartridge" error? (Thanks & credit Adriano of FYOP for that opening line)
Dominick: Yes, Thanks for the information.
Dominick: Could you confirm the model name of the All-in-one printer ?
Ethan: HP Officejet 7310 All-In-One
Dominick: Thanks for the information
Dominick: May I have the 10 digit alphanumeric serial number of your product? It is located on the UPC sticker present either on the rear or bottom of the All-in-One. The serial number is a ten-digit alphanumeric number. The serial number starts with either ‘MY’ or ‘CN’ or ‘SG’.
Ethan: MY64*Q****
Dominick: Thanks for the information
Dominick: Ethan, Please open this document
Dominick: http://h10025.www1.hp.com
Dominick: Copy the entire weblink and paste it in the address bar of the internet explorer.
Dominick: Please let me know if you face any difficutiles to open the weblink
Ethan: Yes, that is the problem with my all-in-one. The print carriage chute has a dislodged x-bias spring
Dominick: Thanks for the confirmation.
Dominick: Please give me 2-3 minutes to check the warranty of the printer.
Ethan: ok
Dominick: Thank you.
Dominick: Thanks for your time and patience.
Ethan: certainly
Dominick: Ethan, I would be happy to process the request for a replacement All-in-One
Dominick: However, the All-in-One is a collateral product, that is, you would be required to ship the defective All-in-One on receipt of the replacement. Therefore, you would be required to provide us the credit card information as security.

Due to defective All-in-One being a returnable (collateral) product, we cannot ship the new All-in-One unless we have your credit card number information as security. All collateral products require returning of the defective part/unit to HP. I apologize for any inconvenience caused to you in this regard.

Service parts that have been restored to original specifications are offered under the HP Exchange Program, and require the return of an equivalent assembly. When an exchange product is shipped to you, then you must return the defective item to HP within 30 calendar days of shipment of the exchange item. Instructions are included with the shipment that describe how and where to return the defective core item.

* In cases where HP did not receive the defective part/unit within 30 calendar days of shipment of the exchange part/unit from you then you will be charged for the exchange part/unit. Return instructions and pre-paid shipping label are included. No charges are assessed if the part/unit is returned within the required time.

To dispatch a collateral part/unit to you we would require your credit card details. Please provide us with the convenient date (2 dates) and time to call you for taking the credit card information.

* Dates and Business Days (2 days):
* Time to call:
* Telephone Number to call:
Dominick: Shipping Information:

* Name:
* Mailing Address (No P.O. Boxes):
* Apartment/Building/Mailstop:
* City:
* State:
* Zip/Postal Code:
* Phone Number (including area code):
Dominick: Ethan, are we connected Thanks for being online all through the time.
Ethan: yes
Dominick: Please provide the telephone number and shipping address.
Ethan: ***-***-**** - phone number
Ethan: *insert address here*
Dominick: Thanks for the information
Dominick: Please provide us with the convenient date (2 dates) and time to call you for taking the credit card information.

* Dates and Business Days (2 days):
* Time to call:
Ethan: Today - 5/26/08 - 2pm
Ethan: Tomorrow - 5/27/08 - 7pm
Dominick: Thanks for the information
Dominick: Is there anything else I can assist you today?
Ethan: No, but I just want to be sure that I will receive a call on one of those two time for sure, correct?
Dominick: Yes, you are correct.
Ethan: ok, thank you
Dominick: you are most welcome.
by greyhavens49420 on May 26, 2008 at 9:45am Add comment
Okay thanks to this thread and the other one I have just arranged for my 7210 to be replaced *IN THE UK* by doing the following.

Call 0844 369 0369

You will get an operator, initially when I called they said that I would need to call an out of warranty number which is 0906 477 0477. I called this and the first thing mentioned was that the call will cost 60p *PER MINUTE*. I hung up and recalled the first number.

I patiently explained the problem and that HP were aware of this and that I was not prepared to pay 60p per minute for them to fix a problem that they knew about. The operator said that he would pass me onto Technical Support.

I explained to the technical support the problem as detailed above and again that this was a known HP problem and was referenced at their site at the h10025.www1.hp.com site. He tried to access this page and, which made me laugh, said that he was having problems with his virus checker........

Anyway whilst we were waiting he said that he was aware of the problem and put me on hold for about 5 minutes. On his return he said that he would definately be replacing the printer and that he was now starting up the exchange software so that he could log the delivery.

He took my name, address, telephone number and said that he could confirm the printer will be delivered nect Monday 2nd June 2008 (posting this Tuesday 27th May 2008 so four working days in effect.

I asked him about the returns of the defective unit and he said that there would be a letter with the delivery explaining who to contact so that they will come here and collect the defective printer.

From start to finish 45 minutes. So if you are in the *UK* this would appear to be the route to take. As has been mentioned earlier be polite, be firm but not to the point where you offend.

There was, however, no mention of extended warranty, annoyingly I forgot to ask, so I will email support now that I have my Customer ID and Case number, as result of the system having to log me, and ask about this.

I asked for a number to call if there were any problems and he said use the same number and quote customer ID and Case Number and it would all be fine.

So there you have it.

Many thanks to the people here who have done the ground work on this issue and I hope that this will help those of us based in the UK.

Take care

David D.
by unknown on May 27, 2008 at 2:04am Add comment
As an addendum to this I repeatedly used the "Cartridge Chute x-bias spring issue" as the reason for the call and repeated whenever it seems appropriate to do so.

This did seem to make a difference. I used this from the very first moment in the hope that something so specific would bamboozle the initial operator (he did not even get to start his script before I told him the problem and I do not think he actually had any understanding of what I was describing).

Both the initial operator and the Technical Support sounded as if they were Indian so it appears the same call centre is being used as above. Both the initial operators I spoke to were very difficult to understand so don't be put off, just clearly state that they will not be able to help and ask to be put through to someone who can.

Take care

David D.
by unknown on May 27, 2008 at 4:38am Add comment
After experiencing the same problems as everyone else on this forum “Chute cartridge spring broke and punctured a hole in the circuitry” I have both been on the phone with representatives and chatting online with personal. However, no one has been able to help! They remain adamant that the printer serial number is not in the same field as the rest of the defective printers therefore they cannot exchange the unit at no charge.

-Joshua
by playya80 on Jun 19, 2008 at 3:52am Add comment
I also recently experienced this problem with a 7210 and have spoken with at least seven people at HP, most recently Quality Case Manager Cindy at the 877-917-4380 ext 95 number. After giving her my serial number she said it was not manufactured at the facility that had the problem. After telling her that this is only the second time I have had to replace the black cartridge, she told me that the printer is not being used as designed and it broke because it sits idle for too long. I was also given the option of getting a refurbished 7210 ($250), being upgraded to a L7680 ($270) or a L7780 ($335).

I will continue to pursue this. I also sent an email to their CEO using a link to the executive team on the hp.com page and received an email back asking me to call their executive office in Palo Alto. I will do this tomorrow and hope that works.

I did let Cindy know that I am usually asked by friends and family for hardware/software recommendations and based on the last two days I will no longer be recommending HP for either PCs or printers.
by jprovost on Jun 20, 2008 at 1:09am Add comment
Same problem here....7410 w/ S/N MY71. Stiffed by case manager. Found another forum member with a MY71 S/N who dealt with another case manager in same department and was granted a free replacement with no hassles. Turns out he bought his 5 days after I bought mine and his failed 2 weeks prior to mine. I'll be having a rough conversation with my case manager tomorrow as to how HP justifies two very different treatments for nearly identical situations. Let me know how yo made out with the HP corporate folks. Their HQ is about 10 miles from my house in NorCal and I have a few friends who are employees/former employees of HP. One way or another someone's going to hear about this one.

Thanks.
- bsbeals
thank you jprovost for looking further into this... i wish i had the time to do so. i am really upset about this 7210 matter not being addressed, considering that i am a pc repair tech and all of my clients ask my opinion on everything they buy. at best, i am disgusted with HP for ignoring the other users with this problem which is obviously the same as the users printers who they ARE replacing. too bad my serial is the "wrong" one.

good luck and i can't wait to hear what happens next for you!
by unknown on Jun 20, 2008 at 5:37am Add comment
I just wanted you all to know that HP is still replacing printers no charge for the x-bias sprint issue if your serial number is in their range. They just replaced my 7210 which is 2 years old but just broke. I did the online Chat option as some have specified and you can see below. the Chat lasted about 30 minutes and HP called the next day to get my CC info. I had a refurbished printer (minus accessories) within 5 days and sent the old one back. Remember, this extended warranty is good until 12/30/08. They never asked for proof of purchase date.

Kalvin: Hello Robert.
Kalvin: Welcome to HP Total Care for All-in-One products.
My name is Kalvin, how may I assist you today?
Kalvin: Please go ahead and describe your issue, I am looking
forward to assist you.
Robert: hello, i have a 7210 all in one printer, it has
a broken x-bias spring in the cartridge printer chute and i
am getting an error remore and reinstall cartridge
Kalvin: I apologize for the inconvenience caused to you.
Robert: i have the hardware problem described by
http://h10025.www1.hp.com
Kalvin: Please give me the Serial Number of the All-In-One?
It is printed on the Universal Product Code (UPC) sticker.
The UPC sticker is located either at the back or the bottom
of the All-In-One product. It will start with CN or MY or SG.
Robert: serial number is ########
Kalvin: Thank you for the information.
Robert: you are welcome
Kalvin: Have you tried any troubleshooting steps before
contacting us?
Robert: yes, i have done all troubleshooting in
http://h10025.www1.hp.com, plus replacing the all cartridges
with brand new HP, same error
Kalvin: I appreciate all your efforts.
Robert: thanks Kalvin, i try to fix stuff my self but
this is a hardware broken issue. the printer was bought last
year about January, this is the first cartridge i had to replace
and then this error
Robert: looks like the x-bias spring is loose and
ready to fall out
Kalvin: Please open below weblink and verify if x-bias ro
chute is broken:
http://h10025.www1.hp.com
Kalvin: Copy the entire web link from and paste in into
a new internet explore bar and press enter.
Robert: ok, will do
Robert: yes, the x-bias spring is broken
Kalvin: I am sorry to know that.
Kalvin: Robert, are you able to open above weblink?
Robert: yes, i looked at it, and this is the exact problem i have
Kalvin: Please perform the steps as mentiond in web page and let me know the result.
Robert: step three is my problem, broken x-bias spring
Kalvin: Yes, please perform step3.
Robert: yes, the print carriage chute is broken on the right side
Robert: step 4 says to call you
Kalvin: Okay.
Kalvin: Please provide me 2-minutes to check warrenty status of the unit.
Robert: ok
Kalvin: Thank you.
Kalvin: Thank you for being online.
Robert: sure
Kalvin: I regret to inform that your product is not in warranty.
However, I am going to replace the All-in-One with free of cost.
Robert: that will be great
Kalvin: As the All-in-One is a collateral product, that is, you
would be required to ship the defective All-in-One on receipt
of the replacement. Therefore, you would be required to provide
us the credit card information as security.
For security reasons, please do not send credit card information
via the chat platform. An HP representative will call and collect your credit card information.
Robert: that will be great
Kalvin: Please provide me below details:

I gave them all the shipping info and the rest is now history.
by Anonymous on Jun 29, 2008 at 1:00pm Add comment
I just did the same thing as "Anonymous" above. Went on HP's chatline. Told them the print carriage broke and the x-bias spring had punctured the ribbon cable. They had me view the web page to confirm the broken carriage. Asked for the serial number of my printer (it began with MY, Malaysia?). Said they would send a replacement in 5-7 business days. They will call for my credit card number in case I do not return the defective printer. They did not ask when I bought the printer or how the printer became broken.

I highly recommend this method if you have the same problem.
by dalerwhite on Jul 5, 2008 at 7:33pm Add comment
Just tried chatting and calling the toll free #....same response on both cases...they'll "upgrade" me to the newest model (7780) for only $359 (currently selling for $262 + shipping at PC Nation). Mine has a S/N starting with MY71 but has the x-bias spring problem. Awaiting a call back from a case manager tomorrow....not holding my breath.

by bsbeals on Jul 7, 2008 at 6:23pm Add comment
Follow up--on the phone w/ case manager, no-go on unit with non-compliant S/N....offering post-warranty upgrade for $200 on L7780. Quite firm on the situation....I think folks w/ units outside the S/N range are pretty much out of luck.

by bsbeals on Jul 8, 2008 at 10:16am Add comment
I got the deal but mine was MY65
by unknown on Jul 8, 2008 at 10:43am Add comment
Summary: look real close at that spring and the ribbon behind it for a puncture or you'll spend a LOT of time with HP support

Details: I was in a chat for over 2 hours and they specifically asked me in the beginning "was the spring dislodged." My response was "no because it looks like the color cartridge spring." We spent quite a bit of time running reports and power cycling and they thought it was the print cartridge. It couldn't be the print cartridge because the old one was working fine other than being out of ink. HP told me my serial number was out of warranty so I was freaking. So if HP asks you if your spring is dislodged, reach in there and look really close. You may even notice a puncture in the ribbon that communicates with the print cartridge. I finally mentioned that I see that and they asked about it again. SO hopefully this saves you some time. They will send my new printer in 5 to 7 days. Thank God!
by unknown on Jul 18, 2008 at 11:11am Add comment
6/10/06 Purchased Officejet 7200xi from Costco

7/05/08 X-bias spring breaks loose and 'bricks' unit

7/06/08
-15 min: Called HP support and give info to India CS op who assigns me a case ticket and offers upgrade and no replacement. Request escalation of case and request replacement at no cost
-15 min: India op forwards my call to Canada CS
-30 min: Canada CS op takes down info and says my serial (xx63xxxxxx) is not covered and offers discount on new unit. Request escalation of case and replacement at no cost

7/08/08
-15 min: Case Manager calls and asks what the problem is. I say the x-bias spring has bricked the unit and according to support forums (i.e. this one =) my serial falls under extended warranty.
Case Mgr says the unit *is* covered and takes down shipping info

7/10/08 Refurb unit delivered via fedex

Total time spent on phone: 1 hour and 15 min

Thank you guys so much for posting walkthroughs. You rule.
by unknown on Jul 18, 2008 at 8:57pm Add comment
I just had success in 20 minutes after doing my homework here. Here's my HP chat transcript:

http://h20180.www2.hp.com

Giona: Welcome to HP Total Care for All-in-One products.My name is Giona. How may I assist you today?
Jennifer XX: hello Giona,
Giona: Hi Jennifer.
Giona: Please go ahead and describe your issue, I am looking forward to assist you.
Jennifer XX: My all-in-one printer needed an ink cartridge replaced. Turns out it has a broken x-bias spring which caused the circuit to be punctured
Giona: I regret the inconvenience caused.
Jennifer XX: We found that this printer is under extended warranty to dec 2008.
Giona: I understand that, the X-bias spring in the Cartridge XX has broken. Am I correct?
Jennifer XX: that is correct
Giona: Thank you for the confirmation.
Giona: Let me assure you that I am committed to assist you with the issue that you are getting.
Jennifer XX: thanks
Giona: May I have the 10 digit alphanumeric serial number of your product? It is located on the UPC sticker present either on the rear or bottom of the All-in-One. The serial number is a ten-digit alphanumeric number. The serial number starts with either "MY" or "CN" or "SG".
Jennifer XX: sure, it's XX67XXXXXX
Giona: Thank you.
Giona: Please open below weblink and verify if x-bias chute is broken:
Jennifer XX: I don't see the web link
Giona: Here is the weblink:
Giona: =======================http://h10025.www1.hp.com
======================
Giona: Copy the URL from "http" to "c00244617 ", paste it in the address bar of the browser and then press Enter.
Giona: I am referring you to the web document as it contains detailed steps with necessary graphics.
Jennifer XX: I can confirm from these instructions that the x-bias spring is indeed dislodged
Jennifer XX: in both chutes
Giona: Thank you for the confirmation.
Giona: I would be glad to replace the All-in-One for you with your permission.
Jennifer XX: That would be great
Giona: Fine. Thank you.
Giona: Please provide me the following Shipping Information:

* Name:
* Organization:
* Mailing Address (No P.O. Boxes):
* Apartment/Building/Mailstop:
* City:
* State:
* Zip/Postal Code:
* Phone Number (including area code):
* Email Address:
[provided info]
Giona: However, the all-in-one is a collateral item, that is, you would be required to ship the defective all-in-one printer on receipt of the replacement with in 15 days. Hence, you would be required to provide us the credit card information as security. Please do not provide your credit card number when replying to this chat session.
Giona: Is it fine with you?
Jennifer XX: yes, where should I supply the card #?
Giona: Please provide us with the convenient date (2 dates) and time to call you for taking the credit card information.
Jennifer XX: 25-july at 9AM eastern standard [2008] and
Giona: Our call back agents will be contacting you to collect the relevant information.
Giona: Thank you for the information.
Jennifer XX: 26-July at 9AM eastern
Giona: Thank you.
Jennifer XX: thanks, is there any more information you need?
Giona: Is there any thing else I can assist you with today?
Jennifer XX: No, that's all. Thanks.
Giona: You are welcome.
Giona: Thank you for contacting HP Total Care Real-Time chat support. If you need further assistance, please contact us again at: http://www.hp.com/support/chat. Chat support is available 24 hrs a day, 7 days a week.
Giona: Take care and bye.


Good Luck to the next one.
by Anonymous on Jul 24, 2008 at 8:50pm Add comment
Thank you, thank you, thank you to all! Here's how my call went...

0:00
Called 800-474-6836
Got through phone tree...
Spoke to Julius, explained problem, told him I knew it was a known problem and that I wanted a replacement printer; got my service ticket number

:12 min
Julius transferred me to tech support - Simon
Even though I told Simon I wanted a replacement printer, he tried to say I was asking for an upgrade. I made it clear that I was interested in a replacement, not an upgrade.
At :19 I asked to speak to a supervisor. He said he would transfer me, but then he stayed on the line with me for another 20 minutes. Mostly I was waiting while he read stuff. I offered to give him the link to this website and HP's website with a picture of the problem, but he declined.
He started asking questions about the specifics of the problem (what was broken, what error messages I'd received, etc.).

:38 min
Simon finally transferred me to Manuel in tech support (I love the names they choose for themselves)
Manuel verified the problem and at :45 into the call, agreed to send me a new printer. YAY!!

It took another 5 or 10 minutes for them to get all of the information, explain the process, etc.

After seeing everyone else's posts, I felt very lucky to be off the phone in under an hour.

Thanks again to everyone who posted here - I couldn't have done it without you.
by unknown on Jul 25, 2008 at 10:04am Add comment
This thread and the referenced http://forums12.itrc.hp.com were key.

After first confirming I had the same broken plastic piece holding the spring clip, and my ribbon cable in the back was damaged by the spring being loose, I started an HP service chat session. I referenced http://h10025.www1.hp.com/ewfrf/wc/document?docname=c00244617 and http://h10025.www1.hp.com/ewfrf/wc/document?docname=c00304007 as well as my serial number in the opening salvo of the chat. He simply stated they would replace the machine. (Note: I was lucky to have the MY5C... serial number that seems to fall within the service notice range.) My job was so much easier with the road you all paved before. 2 hours of internet search and read and 10 minutes with HP service. Thanks. My faith in HP is restored (own 8 machines and 5 printers).
by unknown on Aug 30, 2008 at 1:52pm Add comment
With all due respect, your FAITH in HP shouldn't be restored. They should have done the right thing and recalled the flawed design... or at least just offer a new unit to ANYONE who calls in with the problem. The ONLY reason you got satisfaction is that you had the info from this site to put the screws to them. Otherwise, their response is that they know nothing about a problem (obviously lies) and they try to UPGRADE you to another unit (have to send in the old defective one)... and they charge you more than it would cost to just go out to the store and buy the unit outright. I punctured the cable ribbon replacing my first cartridge. It's lunacy. They should be ashamed of themselves. This is what they tried to pull on me till I found this thread. To make it even more aggregious is that they wasted 2 hours of my time going thru tests on the thing before they told me they'd upgrade me. What BS.
by unknown on Aug 30, 2008 at 5:17pm Add comment
I don't know how HP can get away with all the lies & half truths about some of their all in one inkjets that have had problems for years & they say they never heard of the problem until you point them to their own web-site's reference to it!!! Outsourced front line support!! But, they usually offer a free replacement long after the original warranty has run out; that is a good thing. I remember that around the year 2000 HP let many vetran engineers go with an early retirement & laid off thousands & hired cheap labor engineers straight out of college & it would take many years for that group to get to the pay scale of the senior guys. At the same time HP put out TV adds showing a veteran engineer in a suit & long coat going to the office to develope some super next generation PC or printer. Then HP told these young wiper-snappers to develope cheap -- realy cheap printers so they could flood the market & keep up with Lexmark & Dell & Epson & then make all the money on the ink & paper. Also all their production plants were moved to China, Mexico, India, Indonesia, etc. for cheap labor. HP hoped to ride the wave of all that Brand Name Trust people had in them from the previous years. That wave has diminished. I have repaired over 11,000 HP printers & can say that they are still better than other brands but, only 1/2 as good as they were when an inkjet used to cost $300 & would last 7 + years. I still repair 10 & 15 year old Laserjets that probably will outlast a brand new Laserjet; and the toner is cheaper to buy now on older printers off Ebay, etc.
by unknown on Aug 31, 2008 at 12:56pm Add comment
REMINDER -------- HP said that the FREE replacement printers for the broken X-Bias spring on the OJ 7200, 7300, 7400 will only be honored till Dec. 31, 2008.
by unknown on Aug 31, 2008 at 1:02pm Add comment
You Guys ROCK!!! Knocked it out via HP Support Chat in 20 minutes after research here.... as follows:
----------------------------------------------------
HP: How may I help you?
Me: I seem to be having an issue with my OfficeJet 7410. Serial number MY5A......
HP: Let us work together to resolve your issue. Please go ahead with your query.
Me: I notice that the X-Bias Spring is dislodged in the ink cartridge slot. The plastic tab that holds it in place is broken. This has caused some additional damage.
HP: May I have your Telephone number to update our database?
Me: +1-xxx-yyy-zzzz
HP: Thank you for the information.
HP: I understand that the X bias spring in All-in-One cartridge slot is broken. Please correct me if I am wrong?
Me: That is correct.
HP: Thank you for the confirmation.
HP: Please confirm the X bias spring broken through weblink below.
HP: http://h10025.www1.hp.com
HP: Copy the entire URL and paste it in a new window of Internet Explorer. Then open the link from there.
HP: Are you able to read the weblink titled 'HP Officejet 7200, 7300, and 7400 All-in-One Series - Cannot Insert Print Cartridge'?
Me: Yes. Step 3.4 is the problem.
HP: Thank you for the confirmation.
HP: The issue on hand is with the hardware of All-in-One.
Me: Yes. It would appear to be a product defect.
HP: Please allow me couple of minutes to check the warranty status of All-in-One.
Me: I understand for this particular problem the warranty does not matter.
HP: I am glad to say that I am replacing All-in-One for free of cost.
HP: Please provide me the complete shipping information and your telephone number.
Me:
HP: Thank you for the information.
HP: Let me explain you replacement process.
HP: The all-in-one is a collateral part. This implies that the replacement of all-in-one entails returning the faulty one. If the faulty all-in-one is returned within 15 calendar days of shipment, the replacement would be free of cost under warranty conditions. If however, the faulty all-in-one is not returned within 15 days, applicable charges would be levied.
HP: We would therefore need your credit card details. We do not seek credit card information through chat as a policy. Please DO NOT provide any credit card information via chat. Such sensitive information is sought only through phone.
Me: Not a problem. It is my understanding that it will be replaced with L7780, correct?
HP: No, you will receive Officejet 7410 All-in-One only.
Me: OK. Will I be able to purchase an extended warranty on this device?
HP: No, we cannot purchase extended warranty on this All-in-One now.
Me: Bummer. OK. When can I expect a call to complete the resolution of this problem?
HP: You will receive call within 24 hours.
Me: Can you provide a service ticket number for this issue?
HP: Here is the service ticket number: 8xxxxxxxx7
HP: Not to rush you...Is there anything else I can help you with today?
Me: Nope. You have been very helpful. Thank you. I await the call as I am without FAX and Printing.
HP: You are welcome.
HP: It was a pleasure assisting you today. I appreciate the patience you presented while we worked together on this issue. May health and happiness be yours in all seasons!
Me: Good-bye
----------------------------------------
Rock On!
by Anonymous on Sep 6, 2008 at 8:15pm Add comment
FYI, I paid the $20 for the expedited overnight shipping and was told it would arrive 9/2/08. (See my note from 8/30/08.) On 9/2/08, instead of a box, I received a call from another department stating they are having a backlog in this particular model. Expected availability is not until the end of the month. So we sit and wait. I might also note they did offer a later model at no cost. The only reason I did not take advantage of this (after investigating the features, etc of the other model) is I have $300 in new ink cartridges for the old model still. Hence, I wait.
by unknown on Sep 8, 2008 at 4:38pm Add comment
As a hopefully final update, the replacement printer arrived today. Instead of sending the 7310 as I requested, they sent the "upgrade" 7680 I specifically stated I did not want. It is larger, noisier, and has 4 separate ink cartridges with separate printer head cartridges. So I was left either with sending this replacement back and waiting longer or giving up on $150 of new, unopened ink cartridges for the old 7310. I grumbled and went through the process of installing the new printer and printer drivers on all the computers -- a process of 1/2 a day on my multiple desktops, laptops and media center machines.

A caution also that you have 15 days MAX to get the old printer back to them. Else, they will charge you retail price for the "replacement" printer. And even though I paid for overnight shipping, they submitted the shipment paperwork to FedEx on Saturday but did not give the box for pickup until Monday. So I already lost a few days if they count from when they shipped the new printer. This process is not as straight forward as it may appear -- too many places they can hang you along the way. Maybe I should have just learned my lesson like others here before and use the opportunity to walk away from the HP brand of printers. Their software drivers have always been very poor to start with; and now all this. - unknown
On 09/09/08 I spent about an hour with HP online chat support (ref. broken x-bias spring in cartridge chute)) which was a complete waste of time..."Sydney" offered the highly offensive upgrade "deal" which was more than I paid for my 7310 in April 2007. I also wasted about an hour on the phone with HP foreign tech support, which flatly refused to replace the printer.
Later that evening I decided to return the printer (purchased 4/2007) w/receipt to Staples. The store manager didn't even flinch when I told him I wanted to return the printer due to a known flaw with the cartridge chute...no questions asked. He immediately directed a salesperson to show me the new models and gave me full credit for the 7310. This tells me that in addition to HP, Staples is aware that the 7310 is defective. I am sure other vendors are aware also.
Ps. Yesterday when the spring broke damaging the ribbon also, was the first time I attempted to replace the ink cartridge since purchasing the printer...light home use only. MY FIRST AND LAST HP PURCHASE.
by gman92587 on Sep 10, 2008 at 10:17am Add comment
It is sooooooo sad that HP has tripped all over themselves. It almost seems like they want to destroy their own company !!!!! That Carly Fiorny lady or how ever you spell her name, realy did some damage as the CEO of HP to the attitude & direction of HP.
Now John McCain has her as an advisor!!!!!!! McCain needs to drop her like a hot rock or he's going to get burned.

Well, HP used to be a first rate company & I am still fixing the older GREAT Laserjet printers of 8 to 15 years ago. They are going strong. But, nobody is making a great printer these days, just OK stuff. So for now HP is still as good as all the others & that tells you that they all are just OK to poor design!!!
Dave L. 9/17/08
by HP-Printer-Dave on Sep 17, 2008 at 7:46am Add comment
i called and so far. i got a person who i explained the issue to and told that there were dozens of cases at least like this on the web. he said you were "all made up people" :)

by Anonymous on Sep 18, 2008 at 10:43am Add comment
Do the online chat, it's easier. Use the prior chats on this thread as a guideline. You might get lucky and get someone who knows what's going on, otherwise you'll have to educate them. Good luck. - moe
So,

My turn to do the 'Online Chat' with a support person.

It appears that you lucky people in the States can at least get some measure of support ... Here in the Antipodes (Australia), it's all up to 'Local Support'...

(Gee I'm glad I copied the chat session 'cos he just closed it!

Herbert: Hello Barry,
Herbert: Welcome to HP Total Care for All-in-One products. My name is Herbert. How may I assist you today?
Barry Heap: I have a problem with my 7410 all-in-one as described in your web page http://h10025.www1.hp.com - Broken cartridge chute X-bias spring..
Barry Heap: I get Remove and Check color cartridge - I have tried 3 with no success.
Herbert: From your description I understand that you are receiving error message "Remove and check cartridge" and the print cartridge is broken. Please correct me if I am wrong.
Barry Heap: Yes, that is the message. No it is not the print cartridge, it is the Print Carriage Chute that is broken - from your website:
Looking in through either the print cartridge access door ... (snip) ....
... (unsnip)
broken tab and dislodged x-bias spring
Barry Heap: This is my problem.
Herbert: Thank you for the information.
Barry Heap: No problem .. is there a fix, replacement part, or is this covered under a recall plan, as I understand it is a very commeon problem?
Herbert: I understand that the "Print Carriage Chute is broken". Please correct me if I am wrong.
Barry Heap: "Print Carriage Chute is broken". Is correct.
Herbert: Thank you for the confirmation.
Herbert: Barry, may I know where exactly you are located?
Barry Heap: Melbourne, Australia
Herbert: Barry, as the issue is with the printer hardware malfunction. I suggest you to contact local store.
Herbert: Here is the Phone support number :
Herbert: 1300 721 147
If dialing internationally: +61 3 8833 5000
Barry Heap: To what purpose? I need a fix, not a new printer.
Barry Heap: One question: This is my Fax machine and scanner - is there a way I can bypass the printer function and still use as a scanner and outgoing fax?
Herbert: No, Barry.
Barry Heap: I need to 'Phone support' now?
Herbert: The issue is with printer hardware malfunction.
Herbert: The issue at hand seems to be related to hardware which requires a detailed onsite diagnosis. As this is an chat support forum, we have very limited options to try out.
Barry Heap: I understand from researching the net that there is no fix for this problem. Is this correct?
Herbert: Yes, it requires onsite diagnosis.
Barry Heap: I have read copies of other chats on this issue. In all cases a replacement was offered as a colateral replacement.
Herbert: Barry, let me explain.
Barry Heap: Please do.
Herbert: Thank you.
Herbert: We have limited option to replace the unit only for the United states Customer.
Herbert: As you are from the Australia, I suggest you contect local support.
Barry Heap: Yep .. I was expecting that. Can you explain why I am not chatting with someone from my region who can assit? Why then was I asked for my location before starting this?
Barry Heap: Do you know if local support is manned here on weekends?
Herbert: Monday - Friday - 9am - 5:30pm
Saturday 10am - 3pm
(excluding public holidays)
Barry Heap: Thanks. Do you have the Call ID that I can quote in future coerrspondence pleas?
Herbert: We have very limited options to replace the unit.
Herbert: The below is our chat SessionID: 10011011221806411784
Barry Heap: My real question: IS IT REPAIRABLE?
Barry Heap: If not I will go and buy another..
Herbert: The only option to service the printer or to upgrade the printer
Herbert: To do that, you need to contact local support.
Barry Heap: Thank you, I understand that ... but surely it tells you in your manual if this can be repared at all?
Herbert: I understand your concern Barry. However, I suggest you to contact your local support. Becuase, they can better assist you in this regard. They may replace the printer or provider some other options like upgrade or servicing.
Barry Heap: Ok .. Thanks Herbert ... have a nice day
by BarryH on Sep 20, 2008 at 8:43pm Add comment
So .. my contact with Local Support yielded this procedure ...

(I have a hole in my ribbon, so it was never going to help - but there is interesting info on doing Partil, Semi and Full resets)

I recommend you to perform the following steps to troubleshoot the issue and get back to us with the results.

1. Power off the unit

2. Remove both the cartridges from the unit

3. Manually clean the ink cartridge and the contacts on the printer

* Turn on the power to the unit and raise the cartridge access cover.
The cartridges will move towards the center.

* After the carriage (the cartridge holder) stops, unplug the power
cord from the back of the unit. This will keep the cartridges from
moving back to the capping station.

* Remove the cartridge(s) from the carriage.

* Using a soft, clean, lint-free cloth or a cotton swab lightly
moistened with distilled, filtered, or bottled water gently clean
the face, edges and the electrical contacts. (Change to a clean
cotton swab as needed).

CAUTION: Be careful not to touch the ink nozzles on the bottom of
the print.

* Inside the All-in-One, clean the contacts in the print carriage
with a slightly dampened soft, clean, lint-free cloth. Allow the
electrical contacts to dry completely.



Before inserting the cartridges perform a semi full reset on the unit. To perform a semi full reset, please follow the steps below:

1. When the unit is powered off press and hold # and 6 on the front panel
2. While holding these two buttons plug in the power cable and release both the buttons.

Note: A semi full may take few minutes to complete.

After the semi full reset is complete, align the cartridges and check if the issue gets resolved.

Follow these steps to align the cartridges from the control panel.

Load letter or A4 unused plain white paper into the In tray.
Press Setup on the control panel of the product.
Press 6 , then press 2 to display the Tools menu, and then select Align Print Cartridge .
The HP All-in-One prints a print cartridge alignment sheet and aligns the print cartridges.

If the issue still persists, please perform the steps given below to troubleshoot the issue.

1. Perform a Power Cycle on the all-in-one as listed below:

=== Power Cycle ===

* Unplug the power supply from the wall outlet.
* Unplug the power supply from the back of the printer.
* Wait at least 20 seconds, then plug in the supply back into the wall outlet.
* Plug in the power supply back into the printer.
* Press the power button to turn the printer on.

2. Perform a partial and semi-full reset on the all-in-one.

== Partial reset ==

A partial reset returns the user settings to the factory defaults. In
some models, the language and country/region settings are also deleted.

* Unplug the power cord from the back of the printer.

* You can perform a partial reset by pressing and holding the #
and 3 buttons on the front panel keypad, while plugging in the power
cord.

by BarryH on Sep 23, 2008 at 4:03am Add comment
WOW this page as helped me so much - but I am posting the following because my error message was different than most of the others here.

This morning I began getting a "remove and check color catridge" message. I chatted in the morning with a rep who took me through all the steps everyone else went through and nothing worked. After I found this site, I decided to go back online, and below is the successful conversation I had (and 10 mins after the chat ended, a rep called to confirm the shipment!).

Brett Colby : print cartridge chute is damaged - after cleaning several times and rebooting, i still get "remove and check color cartridge" message - have also tried using 2 different color cartridges.[An agent will be with you shortly.][You are now chatting with Steffie .]
Steffie : Hello Brett.
Brett Colby : Hi steffie
Steffie : Welcome to HP Total Care for All-in-One products. My name is Steffie. Please give me a few moments while I review your problem description details.
Brett Colby : ok
Steffie : I understand that you are getting Remove and check color cartridge error mesage on the All-in-One, am I correct?
Brett Colby : yes -
Brett Colby : also let me first ask - can I give you my phone # in case we get disconnected, because I have already been online with someone else earlier today and that happened!
Steffie : Thank you for the confirmation.
Steffie : Let us work together to resolve the issue.
Brett Colby : ----------- (USA)
Steffie : Sure, Brett.
Steffie : Thank you.
Brett Colby : I have been through all the troubleshooting steps, on chat and on the phone, and also reseaching this problem I have found that this is a common problem with this printer.
Brett Colby : repair shops have also told me they can't fix it, so I would like to get a replacement printer
Steffie : Let me provide you the relavent information.
Steffie : I appreciate you taking time to troubleshoot this problem on your own. Just to ensure that I don't ask you to do the same steps, could you please tell me what steps you have completed?
Brett Colby : i have cleaned the cartridges and cartridhe chute several times; rebooted 3-4 times as told by the last rep, and also tried to return to factory settings
Brett Colby : I have also tried 2 different color cartidges, so I know that the problem is the printer, not the cartridge
Steffie : Exactly.
Steffie : Are we using HP genuine cartridges?
Brett Colby : yes
Steffie : Thank you for the confirmation. Could you please let me know the serial number of the printer.
Steffie : The serial number is located on the UPC sticker present either on the rear or bottom of the All-in-One. The serial number is a ten-digit alphanumeric number. The serial number starts with either "MY" or "CN" or "SG".
Brett Colby : MY----------
Steffie : Thank you for serial number.
Steffie : Let us perform a power cycle to the printer,this helps us initialize the printer hardware and provide the necessary electricity to the printer.
Steffie : Please let me know do you use any surge protector strip to connect the printer?
Brett Colby : yes - but I have done that already
Steffie : Fine.
Steffie : Did you try resetting the All-in-One to factory defaults?
Brett Colby : yes
Brett Colby : i have tried everything already - i believe that there is no way to fix this and i'd like to request a replacement printer
Steffie : I appreciate your efforts to troubleshoot the issue
Steffie : Brett , as we have tried all the steps to resolve the issue Unfortunately, the results shows that it is case of hardware malfunction of the printer.
Steffie : I would have felt happy to replace the unit, if it is under warranty.
Steffie : As the printer is not covered under warranty, we can go ahead and Upgrade the unit.
Brett Colby : I know that there is an extended warranty on the printer carriage because it is a known common issue
Brett Colby : i already spent a lot of money on this printer and cannot afford a new one
Steffie : Let me have a quick check for you.
Brett Colby : many other people are having the same problem as I am having, and I believe you can replace my printer with a working model for no cost
Brett Colby : thank you
Steffie : My Pleasure.
Brett Colby : Steffie are you still there?
Steffie : Thank you for staying online.
Steffie : I have a good news for you.
Brett Colby : yes?
Steffie :
However, I will replace the printer to you for free of cost to resolve the issue.
Steffie : However, the All-in-One is a collateral product, that is, you would be required to ship the defective All-in-One on receipt of the replacement. Therefore, you would be required to provide us the credit card information as security.
Brett Colby : oh thank you so much!
Steffie : NOTE: do not provide the Credit Card information in this chat session
Brett Colby : yes that is fine
Steffie : In cases where HP did not receive the defective part/unit within 15 calendar days of shipment of the exchange part/unit from you then you will be charged for the exchange part/unit.Return instructions and pre-paid shipping label are included.
Steffie : No shipping charges are assessed if the part/unit is returned within the required time.
Steffie :
Please provide me your complete shiping address including your phone number so that I can arrange a call back for you.
Brett Colby : excellent
Brett Colby : ---------------------------------------
Brett Colby : is there a tracking number I can have to follow the shipment?
Steffie : Yes, our call back agent will provide order number.
Brett Colby : oh ok
Brett Colby : is there anything else you need from me at this time?
Brett Colby : also, when should I expect a call from the agent?
Steffie : Is it okay if I arrange a call back for you within 15 minutes from now?
Brett Colby : yes that is wonderful
Steffie : Would you like to purchase any HP Laptop or Desktop computers, We have exciting offers and great discounts for today?
Brett Colby : no not as this time
Steffie : Thats okay.
Steffie : Are there any questions for me?
Brett Colby : no that is everything at this time
by unknown on Sep 30, 2008 at 4:00pm Add comment
I have a 7410 and found this thread when searching for another issue (I get a message that there was a jam when I fax using the ADF even though the sheets all seem to feed just fine, but that's another story).

Is the serial number range mentioned earlier for all the affected printers (7210, 7310, 7410) or just for one specific model?

The reason why I ask is my 3rd & 4th digits are 52 which makes me wonder if it's an earlier model than the ones in the covered list since that list starts at 55.
by Anonymous on Sep 30, 2008 at 10:30pm Add comment
The only serial numbers that are now covered have a 55 through 59 & 5A through 5C in the 3rd & 4th digit area or a 61 through 69 & 6A. Notice they left out "60".
I have had 3 with the exact same problem of a broken X-Bias spring & they were not covered. HP is only doing this because they were forced to so they squeaked out of covering some models that truely do have the problem but not enough people complained to cause a possible suit with those S/N ranges.

I am happy though that HP did cover 3 others for me
by HP-Printer-Dave on Oct 1, 2008 at 5:26pm Add comment
Could you please be more specific regarding the serial numbers. - Anonymous
Well....

After a search on ebay, I found someone selling the replacement ink carriage (search for "c8963-60051 ink carriage"), bought it and after about 30 minutes of basically 'gutting' my 7410 (following very good instructions that came with the part), I now have a working unit again...

It's a pity that I had to replace the entire carriage assembly just to fix a punctured ribbon cable, but there you are.

For me the cost was relatively high with exchange rates (US to AUS) and express freight, but it just stuck in my craw having to hurle what is otherwise a perfectly respectable piece of kit.

BTW, the replacement carriage has *much* beefier spring retaining tab - what should have been there from day 1!
by BarryH on Oct 8, 2008 at 5:30am Add comment
That is great news (about the eBay availability of the replacement carriage). I would so have jumped on that instead of waiting 4 weeks for HP to ship an inferior "upgraded, later" model I never wanted in the first place. Hope more of you can take advantage of that sale if more of those units become available.
by unknown on Oct 8, 2008 at 9:21am Add comment
The serial # range that HP will replace for the X-Bias spring breaking is:
55,56,57,58,59,5A,5B,5C, --- 61,62,63,64,65,66,67,68,69,& 6A

in the 3rd & 4th digits from the left Ex.= MY"67"9D8012

I tried the CHAT session 3 times & waited 15 minutes each time for a rep to come online & finally in frustration decided to call. After a 20 minute call I had a replacement 7410 printer on the way to me.
The replacement works fine.
by HP-Printer-Dave on Oct 8, 2008 at 11:13am Add comment
Since mine isn't covered and the ADF is really poor (the constant phantom jams I mentioned earlier) I'm just going to toss mine and buy some other printer.

I'm not sure what I'm going to buy but it won't be HP since this is the second HP all-in-one I've had that had problems with paper handling.
by Anonymous on Oct 10, 2008 at 12:52pm Add comment
I have a 7410xi that was purchased 7/2007. I have read the thread but dont see any comments that appear relevant to my issue...

I replaced my black ink cartriage and then got the carriage jam error. I followed the support link at hp and did everything it said to do... more than once. I dont see the springs hanging down? They appear to be where they are suppose to be. I dont see any broken plastic? But if I move the carriage to the left, the ribbon that sits behind it appears to have 2 holes on the right hand side.

How could these holes have occured if the springs appear to still be in place? Am I misunderstanding something?

My model # starts MY 69 XQ ... so it appears that I fall within the deffective range of printers. I just want to make sure I explain it right to the case support to send me another unit.

Thanks.
by cristywisty on Oct 22, 2008 at 5:51pm Add comment
Hello, I too have a 7210 and the black cartridge spring broke yesterday. I found this site an excellent resource and invaluable. Armed with the right information, I have incredibly easily and without fuss got a replacement sent after being on the phone for less that 15 minutes. I didn't have to argue or anything. I am still in shock :)

I am in the UK. I decided to call the in-warranty number (0844 369 0369) rather than the out of warranty number which is charged at 60p a minute. I used http://www.saynoto0870.com to get an alternative to the 0844 number and called HP on 0191 493 5307.

On answering I said the following, before they could get a word in:

"Hello, I have a problem with my HP OfficeJet 7210.
The problem is that the X-Bias Spring is dislodged in the ink cartridge slot"

I was transferred to technical support and spoke to a nice girl there. Again, before she could get a word in beyond "how can I help you" I said:

"Hello, I have a problem with my HP OfficeJet 7210.
The problem is that the X-Bias Spring is dislodged in the ink cartridge slot.
The plastic tab that holds it in place is broken.
This has caused some additional damage to the printed circult leading to the cartridge contacts.

This is a known problem with 7210, 7310 and 7310 series due to defective design causing a broken "cartridge chute X-bias spring".
It is documented on HP web site. Shall I give you the addresses?"

To this she just said "No, that's ok" and asked for my serial number. I told her I had it less than a year. She said the serial number shows it as out of warranty. I replied with:

"I understand that this is a common problem known to HP and there is an extended warranty covering this fault and my serial number is within the range covered by the warranty"

She asked if I could be put on hold. She came back a minute later and basically arranged to ship me a replacement.

It was that easy.

I asked about warranty on the replacement and she said three months. I guess you can't have everything ;)

Thank you everyone for the information posted here. I hope my experience is useful to others in the UK.


by unknown on Oct 28, 2008 at 4:15am Add comment
cristywisty---Just explain it as it is noted here saying it has a broken spring. That is the easiest. Once they ship the replacement and you return the defective one, that will be the end of it, I would think. That is the easiest way to avoid all the hassles.
by globetrotter18 on Oct 28, 2008 at 2:01pm Add comment
I also have a dislodged x-bias spring. My printer was out of warranty so I turned to the internet hoping I'd find a spare part and replace the carriage myself. I just wanted to thank all of those whose persistence kept HP honest. It's the hours of stubborn resolve displayed by the people at the beginning of this thread back in 2007 that forced HP to step up and support its product. Armed with the information I gathered here on this forum, I had an flawless experience using the HP online chat support. I then received a phone call about an hour later from the people handling the shipping and gave them my credit card information as collateral. I should expect a replacement in about 10 days! Once received, I have to return my old printer within 15 days. I never imagined it would be possible to get a replacement after the warranty expired, and would have never known had it not been for this forum. Thanks again!
by unknown on Oct 29, 2008 at 6:57pm Add comment

Thanks to all who posted to this thread because I was able to get a new printer sent to me after I explained to them about this website. I had the same problem on my HP7310 All-In-One.

The spring metal clip on the side of the black ink cartridge receptacle kept coming out whenever I tried to insert the new cartridge. I received an Error msg. to “check right printer cartridge”. Then I knowiced the PC board to the right of the print head had been punchered.

After going to this site and reading all the problems I called HP tech support at 800-474-6836. I couldn't understand a word this tech was saying and asked to be transfered to Canada tech support. Another tech came on line and explaned I would have to send my printer in for repair since they have no more 7310 referbs. I told him about this site and wanted a new replacement. He stated he didn't have the athority to do this. SO I ask for a ticket # or Case #. I then call 1-877-917-4380 ext.95 and talked with case mgr.Joe. He said he had all the information in front of him and They would replace my 7310 with an upgraded Pro L7780 at no cost.

I received my new printer two days later. I probally would have gotten mad and eventualy caved in had I not gone to this thread first.

You guys are great thanks again,
John
by unknown on Dec 21, 2008 at 11:02am Add comment
Thank you SO much for the great information contained here -- I used it today for an online chat session with HP about the spring/tab problem with my HP7310xi All-in-One, and they're sending a replacement. All it took was about 30 minutes, no hassle - I would highly recommend that route to anyone who has this problem. My dialogue with the agent almost exactly mirrored that of the one between Jasmine and Alexa posted above earlier this year. Again, thanks to all!
by unknown on Dec 21, 2008 at 11:24am Add comment
I was wondering if any of you can share with me when you purchased your printer?
I purchased mine in 3/23/2005 so it is clearly out of warranty.
I just tried calling HP but was routed to India due to the time at the moment. I had no luck whatsoever and will try tomorrow when I can get someone in the U.S. or Canada.
Thanks
by unknown on Dec 29, 2008 at 8:42pm Add comment
As long as your s/n is in the range of replacements, doesn't matter. The s/n range is posted somewhere on this thread. What does matter is the offer expires tomorrow. I wouldn't waste any time or you'll be out of luck.
by moe on Dec 30, 2008 at 9:31am Add comment
As it turns out, I am one of those who has a printer that falls outside the range decided on by HP. My problem precisely matches what so many other people have described yet somehow I'm not eligible for the extended warranty.
I spoke with case manager Ron today for nearly an hour and he only offered me the option of purchasing a new unit at a reduced price. While I appreciate his offer how is it that my printer is not eligible for an epidemic problem that clearly goes beyond the date range that someone at HP came up with. Since there were no design or manufacturing changes it seems HP would recognize the problem goes beyond their chosen serial number list. The case manager all but confirmed that there were some number of other people with the same problem outside of the chosen serial number range. BTW, the case manager pretty much acted like he was the CEO and there was no one higher than himself. Not sure that I have any options other than to walk away a very unhappy customer and go with some other brand in the future.

by Anonymous on Dec 30, 2008 at 4:23pm Add comment
Sadly, HP decided that they would not get sued by a class of those who did not have the $400 all in one printers & so they narrowed the serial number range & many people could not get a replacement printer; although, many others did get the replacement. I had 3 printers denied but 4 others replaced.
by unknown on Dec 30, 2008 at 4:38pm Add comment
So you are saying that HP thought that it would too difficult for the "left out" consumers to round up enough other left out consumers to start a class action law suit and thus picked some serial number range as the "bad lot" of products?

I asked the case manager if he really believed it was only certain lots of product that were bad if the engineering design or manufacturing process were the same for products that were not included in the extended warranty. Of course he didn't answer that. I wouldn't want his job because he must know that HP is completely wrong in this whole thing.

If one individual had seven printers that had this same problem and HP would only replace four of them that pretty much tells you it was not limited to only a certain serial number range.
by Anonymous on Dec 30, 2008 at 5:11pm Add comment
I was barely able to get a replacement for my printer today --since it was 5 days past the year-end cutoff. Since the replacement printer only has 90 days of warranty--does anyone recommend purchasing the extended warranty that they offer? I am curious if anyone had good luck getting their issue resolved if it was covered by the extended warranty. Many thanks to this group forum for the useful information.

Thanks,
Tom
by unknown on Jan 6, 2009 at 7:29am Add comment
First of all, HP seems pretty confused itself as to whether the "offer" to replace X-bias spring defective printers ended when we rang out '08. Not sure what the rationale would be but to limit HP's exposure to having to provide replacement printers. After all, a design defect is a design defect.

With regard to the out-of-range serial numbers, someone on here (and you know who you are) recommended just changing those third and fourth digits to an in-range mid-60's number when asked for a serial number. Once your printer is accepted for replacement and they ship you the new/refurbished one and in turn you send in the old one, it is a good bet that you most likely will never hear from them again.
by globetrotter18 on Jan 6, 2009 at 10:13pm Add comment
Confused is an understatement? I put in for a replacement a couple of weeks ago. Finally got it today. I was kind of surprised to find a laserjet 2420dn in the box. I think they are a lot confused over there. Not even close to a 7410 except for the 2nd and 4th numbers.
by Anonymous on Jan 6, 2009 at 10:27pm Add comment
Wow. You got a winfall printer I would say. If the 2420 came with a toner then great, of not, buy one off ebay & then if you want an all in one --- sell your new 2420 & take the money & buy a new all in one. After sending in the core defective product I have never had a problem with HP. One time I ordered a $20 part & got instead a little circuit board for a HP medical device worth $800. HP told me to keep it & sent the correct part later. It happens.
by unknown on Jan 7, 2009 at 4:57pm Add comment
I called HP with this same problem but was given the major brush off. The case mgr I spoke with told me they had no record of ANY issues with this "x-bias spring" on the HP7410. What the hell? Now granted, my printer is not within the range of s/n's covered but they treated me like these were flawless printers. All they offered me was a 10\% discount on a new one. I asked for another case manager but she claimed all calls to anyone else would be forwarded back to her. Am I just not pushing hard enough? Any help would be appreciated.
by unknown on Jan 13, 2009 at 1:49pm Add comment
Update from my earlier post -- Case mgr called back and offered to ship a refurb 7410 for $37, which will include a label for free shipping to return my defective printer. Not bad offer, so I took it. Best part is it will be here in 3 days. My guess is HP is trying to get away from providing "free" replacements of these printers and at least get some $$ to cover the cost of shipping the printers round trip. It undoubtedly costs $37 to ship a big printer this quickly and pay for the return trip. Heck, I'm probably getting one of the printers one of you guys sent back ;-)
by unknown on Jan 13, 2009 at 4:52pm Add comment
It is possibly a repaired X-Bias spring printer but as HP told you these 7410's are great printers with no problems, --- right ??? But to fix the x-bias spring failure is a bit of a job & if it has punctured the ribbon cable then it is a major job & I don't think HP would bother doing the ribbon cable repair. You are getting a good deal to only pay for shipping on a replacement. I'M glad they offered because many people see these posts & re-gain some shread of faith in HP when they come through like that.
by unknown on Jan 13, 2009 at 10:12pm Add comment
My original issue happened in May 08. Check right cartridge. I called and went thru the hours of HPBS may of you have described. At the end of it all I was told to go out and buy a new cartridge and if that didn't work to call back. I replaced the cartridge the problem stopped so I didn't call back.
No more than a few weeks later and only a few pages printed, the same problem is back. I was lucky to have found this site back in May and had bookmarked it just in case. I didn't deal with it right away because I have other options for printing here at home. Namely email to work and print it out there. Today I thought I'd give HP one more chance.
I called HP back to see if they would help I found the right numbers on this site. I read many posts and formed a plan of attack. After hours of HPBS I'm being sent out a new L7680 should be to me in 2 days. Here how you should try.

First call 1-800-474-6836
Talk to tech support. I talked to Mike for about 20 minutes. He told me there was no such problem and anyway my machine was 1200 days out of warranty. He wanted to charge me $40 just to talk to him. I knew he was full of BS and I told him so. You may not want to tell them that. I asked to speed with a supervisor. Kyle the supervisor came on the phone after about 20 minutes of holding. He proceeded to contadickt everything Mike had told me. He also contradickted himself quite a few times.
Be sure and get a ticked number from the supervisor. I made Kyle give me the one from back in May 08. With that number I called the case manager...
at 1-877-917-4380 ex 95
I spoke with Angela and for about a half hour. Told her back in May 08 my machine was under warranty and was not told about the "known issue". I was just told to get a new cartridge. I should have gotten a replacement then. She finally agreed to send out my new all in one. YEAH!!

Here's the short of it...
1. Call 800-474-6836...talk to tech support. Don't believe their lies. Remember my tech support guy Mike told me there was no such known problem. Get a case number! IF you can't get one from tech support ask to speak with a supervisor. Go thru the process but don't give up. Kyle the supervisor lied and lied to me. Don't give up. !Get a case number! 802 XXX XXXX

2. Call 877-917-7380 x95 give them your case number. Tell them tech support told you it was a "known problem" with this type of printer. Mention "X spring" will not hold cartridge in chute. DO NOT MENTION THIS SITE. TELL THEM YOU GOT THIS NUMBER FROM TECH SUPPORT. I spoke with Angela. After having to talk to the ID10TS at tech support she was fairly nice. She gave me the, we try and do out best here at HP BS. Finally she said she would replace my 7310 as a customer service issue.

BEST OF LUCK GUYS! DON'T GIVE UP!

ltl220


by Anonymous on Jan 21, 2009 at 5:00pm Add comment
MAYDAY!!! My stupid 7210 broke last month and like an idiot I didn't get around to looking at it until now. Tech support says after Dec 2008, I'm screwed. They try to sell me upgrades for basically the same cost as I would get them online. I finally (after chatting, then talking on the phone, then talking to customer service, then getting hung up on and trying again) tried to use the method above. The number listed (877-917-7380) is disconnected! Does anyone have any ideas of what to do. I can't seem to get a hold of anyone who can (or will) do anything! Please let me know if anyone has any luck or ideas! Thanks.
by mountainman141 on Jan 31, 2009 at 10:02pm Add comment
You can try the online chat, but you're a day late and a dollar short. Your chances of getting a replacement on HP are pretty much zero.
by moe on Feb 1, 2009 at 3:30pm Add comment
YEP !!! The all in one replacement program for the 7210, 7310, 7410's is over but the support line is still active but the number you dialed was 1 number off. --- If you have a case # from the regulat tech support the correct number is (877) 917-4380 *95. Good luck to all on these HP inkjets.
by unknown on Feb 2, 2009 at 7:17am Add comment
Guys. Don't give up. As you may have read in my post from 1/13/09. I called after the 12/31/08 cut-off and still got a replacement printer even though my particular model fell outside of the serial number range. They kept saying they would offer me a replacement at a "discount". I kept saying "no" b/c I heard the discount was pretty minor. However, once the tech support finally presented her "discount" offer, it turned out to be a replacement printer for a total cost of $37, which included shipping both ways. And by my math, this essentially amounted to a "free" replacement where I paid a amount comparable to shipping costs. And in my eyes, this is as good as a free replacement. My hunch is HP doesn't want to admit they're still doing the free replacements and are at least trying to recoup their shipping costs until they run out of the refurbed machines. That's just my 2 cents.
by unknown on Feb 2, 2009 at 8:58am Add comment
They are basically losers... why go thru the charade of wasting everyone's time acting as is they are trying to diagnose the problem when they know what it is... as was the case with me last year. The replacement upgrade they offered me cost MORE than what I could buy it for at CompUSA.. and I had to return the old piece of garbage to boot. So sad, as the product was if it weren't for the design problems with the carts. - Anonymous

My turn to go through all this crap. My 7310 crapped out today as a result of the broken x-bias spring tab. I found this forum after contacting HP and they blew me off. This then inspired me to contact them again a be more insistent. I am expecting a call back from them tomorrow.
by cdhollis on Feb 25, 2009 at 8:40pm Add comment
HP called me back on Friday 27 Feb 2008. I then called them back and they are sending a refurbished L7680 as a replacement printer for my 7310. I'm not keen on the idea of giving up my low mileage machine, but I can't look a gift horse in the mouth either. I have to send the 7310 carcass back to them. It sure would be nice if HP would offer replacement parts and/or repair service! - cdhollis
Having the same symptoms with my 4-yr-old 2610. Perpetual alignment failure. Black cartridge not working. I could blow through the hole in the black cartridge made by previous refills and get some printing, then within minutes or pages would go back to hardly printing. And it will not allign. Installed "new" Officemax remanufactured cartridges with same result. Talked with online chat to be told, "sorry, out of warranty." Before I call the supervisor etc (Love a good fight!) I want to be armed. The "spring" issue for me is a little black spring, about 3/4 inch long, found laying in the bottom of the unit under the cartridges. Not sure but constant removing and reinstalling cartridges may have punctured ribbon as well. Does anyone know about my little spring, where it came from, can I put it back in?
by lssimpson on Mar 1, 2009 at 7:50am Add comment
I just talked to customer support also about this. I had just replaced the black cartride last week for the first time in my 7410 and this same issue happened. This printer is 2 years old but is like new. We will see when case managament calls me tomorrow.
by audio716 on Mar 4, 2009 at 6:59pm Add comment
According to HP, the warranty has been extended on the HP 7310 and 7410. You have to call 1-877-917-4380 Ext 95 and tell them that you are calling about the Class Action Suit for this problem. Again, according to HP, the settlement allows for replacement by whatever HP deems approprite. In my case, I called HP on 04/02/09 and they overnighted me a remanufactured L7680 All-In-One with a 90 day warranty that I received on 04/03/09. They say you may purchase an extended warraty if you desire. We'll see how this works out.
by Legal101 on Apr 6, 2009 at 7:59am Add comment
i just tried getting my oj7310 replaced for free (4/23/09) and got denied by my case manager who works at the canadian office with this number: 1-877 917 4380 x95. Her name was cindy. I mentioned the class action suit and she persistenly said she coud not control what other case managers do for other people. I couldn't believe this. So, Legal101, who was your case manager that successfully overnighted you an L7680? Also what is the link that even mentions this class action suit you say has been started? thanks - rstarck
April 30, 2009

Thank you to everyone before me who persevered and took the time to post what happened. The internet is truly useful! You have saved me time and HP is replacing my printer.


I called tech support at 1-800-474-6836. Thanks to a post above, I knew to say: "technical support" "printer" "officejet" "(your model #)" - and I quickly navigated the automated "receptionist."

I was put on hold briefly. The technical service agent asked for the serial number, product name, and Q# (all found on back of printer). Asked if I use a computer with Mac or Windows or another system. He also asked for basic info- name, phone number, e-mail address.

I told him that my printer has a "dislodged x-bias spring" in the left side print cartridge "carriage chute" that punctured a hole in the flexible "circuit board ribbon thing" (I don't remember what it is really called) that the cartridge connects to and that, as a result, my printer is hosed.

He put me one hold for a couple of minutes and then asked for a shipping address for the replacement.

I agree that this was a design flaw and am glad HP is making good on this.
by From_Sunnyvale_CA on Apr 30, 2009 at 5:22pm Add comment
I am extremely jealous of you. I have been trying for weeks and haven't had that type of luck. I did exactly like you but my tech support agents kept saying they had never heard of it. Do you know that name of that tech support guy that gave you a new printer and which country he was in? thanks - rstarck
I got nowhere with HP. Called and talked to someone that could barely speak English and told me that my printer was out of warranty (it is not even 2 years old and have the same design problem as everyone else). I argued that it was a bad design and others have experienced the same issue. He then referred me to a case manager that would call me in less than 2 hours. 5 hours later I got the call. What a waste of time..he said that the product was recalled in December and they had nothing to replace mine with. He suggested an upgrade (at a cost of $300), but nothing else but an apology. At least the first person I talked to offered a discount on another HP product, the case manager told me to go to the HP site and buy one at cost.
Now I am stuck with a printer that is in mint condition except it will never print again. If anyone has any other suggestions as to how to get this replaced by HP, please let me know. - Anonymous
I think we all need to get together & load all our junk printers in a basket & by helecopter drop the basket on top of HP headquarters in Boise, Idaho. If it could be done for $15 each & videotaped to play later on you-tube I would contribute to that !!! I had a less than 2 year old all-in-one 6180 with the 6 cartridges just stop printing the black & no amount of priming & head cleanings would fix it & HP said there was no known issue with this model & no free replacement. I had one replaced 3 months ago for the same problem that was out of warranty but they said sorry, buy a new one this time! ---- We could come up with a lot of junk printers to rain down on HP.
by unknown on May 6, 2009 at 7:06pm Add comment
I have the same problem but with HP Deskjet 9800. I am in Spain and, of course, the HP Support gives me the possibility to upgrade to a new one with appx. an 8 \% discount. I could buy a new printer cheaper than the HP offer in any web shop!!!
Any way, I have located in a web shop the "print head carriage assembly" (HP part nr C8165-67061) that I need to repair the printer, but my question is: Any body knows if the part comes with disassembly instructions? or ¿any body having the "Service Manual" o "Disassembly Manual" for this printer?
by manuel1020 on May 20, 2009 at 2:07am Add comment
Same problem 7410 carriage jam blah blah blah. Went to HP chat only to get rejected even though my serial number was within the parameters. Wrote a letter to CEO of HP received a phone call, case manager still got rejected. They told me the end of replacing these units was 12/31/08. I filed a complaint on BBB and FTC ( Federal Trade Commission) Like that's going to help... not! So I found the part replaced it. Oh btw it's far from easy! Being a tech helps out. Anyhow... I put the printer all back together and now I have the same message. I will never ever purchase another HP product and will tell all my clients NEVER ever buy an HP product again. Their customer support in "India" SUCKS and so does HP for putting out this product KNOWING it has faults. BAD service BAD products! HP you WILL lose in the end!!!
by TnTBlondy on May 20, 2009 at 10:18pm Add comment
DIDO !!!!!!

Thank goodness HP made some great laserjet printers from 1990 to 2003. I repair these for a living & they fix well & are reliable. I have 1 laserjet III left that is 19 years old now & still has great output though I am on my last feed roller for that model. The older laserjets repaired PROPERLY will outlast a brand new printer & the toner is cheaper to buy from ebay now also. All brands of inkjets these days basicly SUCK!!!
by unknown on May 21, 2009 at 8:32am Add comment
DIDO !!!!!!

Thank goodness HP made some great laserjet printers from 1990 to 2003. I repair these for a living & they fix well & are reliable. I have 1 laserjet III left that is 19 years old now & still has great output though I am on my last feed roller for that model. The older laserjets repaired PROPERLY will outlast a brand new printer & the toner is cheaper to buy from ebay now also. All brands of inkjets these days basicly SUCK!!!
by unknown on May 21, 2009 at 8:32am Add comment
I am not having good luck getting a replacement printer. HP staff at 1-800-474-6836 don't remember that there is a problem with these printers. When I mentioned the no cost (low cost) replacement program they ask me to provide case numbers, should begin with an 8. Are any of you who were successful in obtaining a replacment printer willing to provide your case number to the rest of us?

Thanks
by lingene on Jun 25, 2009 at 7:14am Add comment
I am not having any luck with HP at all on my 7310 (and we have 3, one of which has the problem). I called 1-800-474-6836, was assigned a case manager, was assigned a case #. Her response to me was that my printer didn't fall in line with the numbers that HP extended the warranty on - even though it was a defective part. So, my 7310 is out of warranty and she can offer me a newer type printer if I want to pay $140.00 for it and they'll ship it to me for free. I told her I'm a "little" person, not like a giant HP company, and does she think I have extra money to throw out the window for another printer? Just not getting anywhere with this. I have even mentioned that there are forums out that, as recent 5/21/09 - these printers still have issues. I call the Executive Customer Relations dept, and they assigned me back to the same case manager! She says she sent an email 6/22, but I never received it; so, I called Exeutive Customer Relations again today. I'm just running around in a circle. I will keep you posted as to how this turns out.
by UNC_Mom on Jul 2, 2009 at 11:26am Add comment
Here's the end to the above post - I received an email from the case manager from HP; her email, in part: my offer to you is as follows: Replace your defective unit with a L7680 remanufactured unit at $143.99 with free express shipping.
The offer is only valid until close of business day - 07/04/09.

So, I ask you, why would I spend $143.99 for a new printer, when HP should just replace my old 7310 All-in-One? I'm not, and HP will loose another valued customer.
by UNC_Mom on Jul 2, 2009 at 2:19pm Add comment
Oh my god I can not believe this. I had that error on my colour catridge side. So I did the usual frustrating searching and pulling out my hair (or what is left of it these days). I eventually stumbled apon this site and a bit of glue later and wallah the colour side was fixed. Then I got the SAME ERROR on the Black and white side. I was like OMG I CAN NOT BELIEVE IT. SO I removed the BW catridge and sure enough the spring had come lose and the little bit of plastic was still there not completely snapped off. I am going to be VERY wary of HP products in the future. I fixed this problem easily with a small amount of glue but try fixing it through HP support and you will have to fork out for a new printer and/or get the run around to no end. Arrrr it is a shame as I have used HP products for EVER. As much as I wish to remain loyal this problem really annoyed me and it annoyed me how REALLY SIMPLE the solution was. I am glad to get my printer working but if HP caused all the fussing abot simply to try to make a buck out of me then they can get out of my life.
by unknown on Jul 16, 2009 at 5:51am Add comment
Successful resolution via small claims court. After getting nowhere with Senior Case Managers concerning the same 7410xi problem (broke, unrepairable after first color cartridge change), I filed a complaint in small claims court. In New Mexico, corporations must be represented in small claims courts by an attorney, which is costly for them. HP ended up settling. After making a few unacceptable offers, they gave me a new, in-the-box Pro 8500 Premier and reimbursed me $100 for court costs.
by E. Manfre on Aug 24, 2009 at 3:17pm Add comment
My printer just broke down because of the exactly problem everyone is describing here. After reading the postings here and those ones on fixya.com (http://www.fixya.com/support/t129938-remove_check_color_cartridge), I know it is hopeless. A working mom with two small children, I do not have enough time to waste on the phone for getting another piece of junk, even for free! What I can do are:
1. Never another HP product for us;
2. Tell our friends not to use HP products.
3. Because I bought this junk from Costco (which is my favorite store), I am writing to them to warn them against HP products that are still selling in store. They have a monthly magazine for all members - and I will quote this thread to show how bad the product is. I may not be able to change what happened to me, but I can help others to avoid the junky product.
by Anonymous on Aug 27, 2009 at 8:54am Add comment
If you bought your HP at Costco & it was purchased less than 2 1/2 years ago then they might give you your money back.. Our Costco in central Utah will refund your complete charge if a HP printer fails in less than 2 years & with manager's permission they will do it at 2 1/2 years old. I tell lots of people to buy from Costco because they don't haggle with you over why a printer died --- they just get the facts & refund you & make you happy again. HP direct does the opposite --- they make you spend a half hour to 1 hour proving to them that it is a defect & then to your ears they deny it is a defect & won't warrant it or make you pay more money to get a newer worse built printer that won't last as long as the original junker & realy tick you off so you can tell all your friends to avoid HP!!! I STILL THINK HP PRINTERS ARE BETTER THAN OTHER BRANDS BUT ALL OF THEM ARE CHEAP NOW. I FIX UP OLDER HP PRINTERS & CAN SELL THEM LOCALLY WITH A 6 MONTH OR 1 YEAR WARRANTY & HAVE NEVER HAD TO REPLACE ONE YET UNDER WARRANTY.
by unknown on Aug 28, 2009 at 9:26am Add comment
Hi,

I have an OfficeJet 7310 and after reading the posts in this forum, I am not clear if the printer I have in for repair matches the issues that people have been discussing.

There is a thin metal strip that runs behind the print cartridge carriage for the entire width of the paper path. There is a kink in it along with a hole caused by something.

Is this the printer ribbon that people have been discussing? In any event, it appears to be a very easy part to replace if I can get it, or would HP be likely to replace this part for free.

Any additional information necessary, please let me know.

Thanks.
by RichdVT on Oct 1, 2009 at 10:39am Add comment
That's an encoder strip. The way it works is there is an optical sensor that it runs through. The sensor counts the slits and this determines the carriage position. Without it, the carriage will bang against the sides. Bad news is that there are no replacements available for sale. If you do find one, you might get lucky and thread it through the optical sensor, then hang it on each end. Otherwise, it is extremely difficult to disassemble the printer for access.
by moe on Oct 1, 2009 at 10:54am Add comment
Thanks for the information Moe. With the hole in the strip, printing messes up in the area of that hole. I guess I'll have to see if there are any other options available.

Anyone have an OfficeJet 7310 for parts? I would be interested in that part at the very least if the price is right to get this printer going for my customer.

Thanks again. - RichdVT
I came across this page from http://h30434.www3.hp.com because I have the OP printer, a HP DeskJet 6840.
I read carefully all this thread and I see that providing the link to HP support page where it is pictured the displaced spring does the difference. The point is I cannot find such a page for my printer, just for the model above (HP 6980) and I would really appreciate some help. Can someone help me demonstrate this is a known issue also on the HP DeskJet 6840?

I am from Italy, but I will persist with HP Italy customer service, even if it is not comparable at all to the US/CA standards.
by Pola on Oct 14, 2009 at 9:29am Add comment
Purchased HP 7410 from CompUSA on 06/07/05 to replace older 7400 that died from a lightning strike. The 7410 gave me the dreaded "check right cartridge" error yesterday. Indeed its the broken plastic tab holding the X-bias spring. It actually broke while printing, I hadn't changed the cartridge.

OK I know the printer is over 4 years old... should I consider myself lucky it lasted this long or try and fight HP for a new one?
by sndavis on Oct 20, 2009 at 7:02pm Add comment
I'm going to try super glue before I junk it. I have too many ink cartridges to throw away... Next stop Canon.

Its a shame too since I worked for Digital/Compaq/HP for 21 years, they were no longer loyal to me... why should I be loyal to them! - Anonymous
I think the free replacements are done from HP all-together ??? You are lucky to make it this far before it died. Sad that the one little puncture wound in the ribbon cable renders the whole printer dead & it is too much effort to change out the ribbon even if you could get one.

Good luck finding a new one that will last even 3 years. They are all built even cheaper now.
by unknown on Oct 20, 2009 at 10:32pm Add comment
I just replaced my 7410 because of check cartridge problem. I bought a new monochrom Canono imageclass MF4370dn.
great little machine. BOO on HP.
by unknown on Oct 22, 2009 at 6:18am Add comment
I just replaced my hp photosmart 2610. A little 1/2 inch long spring fell out of it and then it wouldn't print color any more. Then I pulled a paper jam out and a little plastic disk came out and now it doesn't work at all! I do think that plastic ribbon inside is fine.

Does anyone want this printer for parts? If you pay shipping, I'll send it to you.
by lssimpson on Nov 7, 2009 at 6:08am Add comment
I called HP Customer Support earlier today. I was disgusted with the upsale, and decided to go w/o until i find another job...i'm unemployed now.
I started researching and found this site and all related threads. I called Customer Service and tried to make my claim...painful. The purchase date was over a year, but it's still a hardware defect, right? India CS didn't want to help - trouble getting to supervisor, trouble getting further up the chaine - had to say 'Case Manager', before I received assistance.
I called the Case manager phone number, provided on this site. They asked, how i received their number, I said, User group.
The solution was better than quoted $ replacement/'upsale' provided by Customer/India Service. India quoted a special price of 299, regular 399. My final price was 184, includes 50 reduction to ship back the 7310.
I'm not happy, but I need to have this products' functionaly.
Depending on life span and durability, of the 'upsale' product, i might never purchase another HP product.
by unknown on Nov 13, 2009 at 7:33pm Add comment
I am currently seeking to purchase a new printer because my near new HP printer has died. The ribbon has been punctured behind the catridges. Two neat pinholes have killed my printer, fax, scanner and card reader. Seems stupid that just becasue it can not print that the fully functional scanner, fax etc will not work because the unit simply fails at start up due to the printer fault. I bet it could still scan and fax etc. Considering that was about all I did with the thing I know it doesn't need to freaken print to do that.

Anyway i will remember this problem and the LACK of ADMISSION and support from HP in relation to the issue. Fair enough they may not WANT to admit it but the issue IS THEIR FAULT. END OF STORY. The design of the printer head is pretty bad considering how many reports of identicle problems I have seen and heard of. Yet to this day I am yet to hear anyone say HP openly admits to the problem and apologises for it.

I find the lack of admission insulting. Microsoft messed up their Xbox 360's but they took responsibility, admited to the problem and fixed or repalaced effected units. Heck my 360 was years old when it red ringed but MS still fixed for free. All it cost me was a bit of packaging.

It cost them heaps but I respect MS a fair bit now and will happily purchase their systems in the future. HP on the other hand will have to perform a near miracle before I will trust them again.

Simple as that... Denial is not good... Who is to say HP will not DENY a problem in the next printer I purchase and leave me high and dry? What? NOTHING at all. In fact going by past experience I EXPECT it.

HP could have said "Yes we had a problem with such and such effecting such and such units all effected parties will have such and such a deal or free repairs". It would have been a good thing to admit the problem as it shows respect to those who trusted YOU by paying for your products and expecting them to be reliable. Denial of this OBVIOUS problem is simply insulting. MY trust has been rewarded with deception and denial. Down right stupid business tactics in my eyes.

Customer service. Don't make me laugh. If you want good customer service do not expect it from HP. End of story.



by Thinker on Nov 19, 2009 at 4:48am Add comment
H.P. Sucks donkeys!!! I will never ever EVER buy a product from them EVER again!! I will tell all of my friends, clients and everyone I come in contact with, how bad their customer service is and how they KNEW this product was faulty and STILL kept them on the market! FFS!! AAAAAAND how they tried to "upgrade" me for another $300.00 only to get a refurbished F.U.B.A.R printer in return!! HOW NICE OF HP!! NOT! Specially in these times of our economy!! Great business HP!! Might I add I sent a letter to the BBB and another to the FTC Federal Trade Commission! Thanks again!

H.P. = High Priced (pos)
by TnTBlondy on Nov 21, 2009 at 8:18pm Add comment
Wow! What a site. Too bad I did not come across this sight before. My 7410 decided to just die on me when the ink cartridge ran low. It's now just showing hp Invent logo on the screen and every few seconds it blinks. Has anyone else seen this problem? Is it the controller gone bad? Is anyone throwing out their machine due to other problems? I would like to at least try replacing the control panel but it's not a part they sale. Does anyone want to sale me the control panel so that I can try to see if that fixes my problem? Right now my power button is not doing anything and hence I suspect control panel.
by Paresh123 on Nov 24, 2009 at 8:54pm Add comment
TRY THIS --- IT WORKED FOR ME!!!

HP 7410 Printer Won’t Boot Up, Stuck In Software Boot Cycle
By: lighthouse

If you are reading this it is because you have just joined the HP 7410 printer stuck on stupid club! Your printer is on an endless start up cycle where you just watch the screen bar continuously doing the same thing and you can not use your 7410 printer. You may have already tried rebooting it to no avail, and you may also have tried resetting it with the same stuck on stupid results. And perhaps like some, you may have gone to the HP website for technical assistance, went through a set of printer troubleshooting annoyances only to end up with HP offering you a refurbished HP 7410 all in one printer for $200! I wonder is HP offering to sell us a unit that they repaired, that has the same defective flaw as the printer that we already have? Could this be a means where they are attempting to capitalize on their failure by charging people two hundred dollars for something that they know has lemon like behavior?
There is one drawback to this work around fix, and that is that your 7410 all in one printer will not have wireless functionality. So if you are able to use the USB or Network connections to connect your printer, (or if you already are), then this little trick will relief some undue stress for you. Should you decide to do this yourself, make sure for your own SAFETY that you UNPLUG the printer unit before attempting to do any servicing.
Take off the back cover. See the wires plugged in on the left. Find the top wire set & the second one back in – it has 6 wires & a black plastic sheath around the wires. Un-plug that wire set & now the wireless is disabled but it will boot up.
by unknown on Nov 25, 2009 at 9:37am Add comment
That actually worked. Thank you very much. Wireless does not work but the rest does. HP should pay you to be their consultant. How ever did you figure this out? Again, thank you. - Paresh123
Lighthouse,

I am sure you have figured it out how to still make your all-in-one wireless accessible. If not, here it is. It worked for me. Since this printer is network ready, just connect it to any wireless router LAN port and now you will be able to still do everything wirelessly from anywhere you can access your wireless router from. Thanks again for your help. If you need more on this, please let me know. - Anonymous
I will give you a GOOD example of customer service and then compare it to HP. I purchased a Canon digital camera ages ago. I think somethin like 6 years ago. It had a 12 months warranty. So as you can see it was well out of warranty.

when I purchased the camera it was already an older model that was discounted to clear. hence why I purchased it.

It really was a good camera until one day the CCD chip inside decided to malfunction (LOL it chose to). I was fully prepared to fork out money for a new camera as this one was soooo OLD I had absolutely no thought that Canon would even think about supporting it.

However to my suprise I contacted Canon support to see if I could fix it as I had no idea what was wrong with the camaera at first. All the colours were off and the pictures came out teribly wrong. Within 12 hours (not even that long) a representative from Canon replied explainging the fault and providing details on how to return the item to my nearest point of repair.

I sent the camera back and it was repaired and returned to me with a letter explaining what was repaired. No charge to me at all. I only paid the packaging cost. Even postage was prepaid by Canon (if I rmember it right).

Now lets think about it for a minute. My camera was well and truly out of warranty and it was an older model to begin with. I had used the camera extensively. Canon offerd to fix it and/or replace it, if they could, at the very first point of contact.

I was amazed at the level of service I recieved as it was simply the best service you could get. Fair enough problems occasionaly happen with electronic devices. You kind of expect it. Even the best products eventually break down. Then even though my product is out of warranty and quite old considering the way technology evolves in the modern age. Canon STILL repairs it for free. If the problem recurs they will fix it again for free. Though the problem is unlikely to recur as I think they use a different CCD chip in the uinit now.

I am now considering purchasing a better digital camera. My first thought was to purchase a Canon camera as I know they WILL provide excellent support. Even if I pay a little more in some cases the support is worth paying for. However Canon digital cameras are pretty well priced in the market, so no complaints there :)

Now lets look at my experience with HP. I purchase a printer, fax, copier all in one unit. I rarely even used the thing except to print a few letters now and then. The ink catridge runs out one day I try to replace it and due to PATHETIC design of the product a key compnent gets damaged. The ribbon behind the ink cartridges is now punctured.

I contact HP for support and hear nothing but denials of any real problems with the units. SO I am starting to think it was all just ad luck. Then I investigate the problem myself and find multiple people world wide with exactly the same problem and worse than that I find they had the same level of denial and upselling from HP.

HP denies the problem then tries to upsell their refurbished units to people who experience a physical fault with thei printers. This fault is due to a design fault and can nto be helped by the customer as it is near impossible not to have this problem occur at some point.

Compare HP to Canon. Read my other post and compare HP to Microsoft who happily repaired my Xbox 360 for free despite it being out of warranty.

HP you really have a lot to learn. I rmember the letters HP now and avoid them if I possibly can. I am the more technically minded in the family so my family usually asks me for advice when purchasing their computer gear. Guess what I DO NOT recommend?



by Anonymous on Nov 25, 2009 at 12:22pm Add comment
You do realize that ALL of HP's laser printers are built for them by Canon? The only thing that's HP's is the name plate. Their InkJet printers used to be made for them by Matsushita. I don't know where they are getting them now. - moe
Yes they may be built by Canon but the SERVICE is provided by HP and the SEVICE is where THEY FAIL miserably. Absolutely attrocious in my eyes. HP support are the ones denying a well known issue that is effecting many people WHO KNOW what the issue is.

I admit things happen to just about every electronic device no matter how perfect they are.

That example was just one I can quote from Canon. I actually broke a camera once myself by opening it up and poking around trying to clean it. Canon fixed it without any questions or denial they even told me not to open the case in the future. They knew what I had done and STILL fixed it even though I actually had voided the warranty by attempting to fix things myself.

HP on the other hand has a problem that is a design fault and they will not even admit it. Regardless of who builds the product if HP's name brand is on it and HP collect profits then HP has to take responsibilty. HEck I bet they could then claim it back through to Canon if it was a design fault. But to not even try is simply WRONG.
by Anonymous on Nov 25, 2009 at 4:12pm Add comment
Actually I think HP does add their display & network cards and formatter boards to make the laserjets more user friendly. I have fixed some wierd looking Canon Laserjets for medical departments & they were a laserjet 4+ and a 4000 without any buttons or display --- just dummy lights -- but they took the same exact toner cartridges as HP; I know because we used the toners in HPs to test the toners for defects. Why Canon would not put a display on I can't figure out but the department head said they paid $6,000 for it because it came with a $100,000 heart monitoring machine. What a sad way to stick it to a hospital & up-sell the printer.

I had an old guy tell me once that either Hewlett or Packard went to college with the founder of Canon & they agreed to collaberate on projects when they got successful. I think that is how the two companies started working together. HP must have paid big bucks to use Canon's designs. I was told that HP's first color laserjet was actually a Konica when I went to a certification class on it.
by unknown on Nov 25, 2009 at 7:31pm Add comment
It was a Konica. HP's first and last time using another company's engine. If you ever worked on one of them, you'd know why. Saw one holding a door open once and thought to myself "that sure is a better use than what it was originally designed for". - moe
I love this site --- thank you Moe & others but, I found this fix on some other site, Lighthouse, I think. So when it worked for me I saved the info in my computer so I could submit it to this site in this instance. NOW, if only HP would run a fully open site like this one they would avoid so much bad blood that they create against themselves by trying to act like nothing is wrong with their printers & that no one has complained of these problems. Sometimes they even deny what is listed on their own site in their forums & then take down the info that points to their failure. I'v had HP replace printers out of warranty & then that supervisor no longer works for HP a week later & then when I go to get another replaced they try to say that they never replace this particular printer if out of warranty & I say I had it done last week & they still deny me. All that said, I applaude HP when they step up & cover a problem & their printers are still better than the rest although all printers are built cheaper now days; but HP many times, shoots themselves in the foot & then sticks out the other foot to shoot it too. Crazy.
by unknown on Nov 26, 2009 at 11:28am Add comment
I had the x-bias spring issue occur yet again on an Officejet 7310. We have several in our office. The first couple of times, it was during the period where HP finally admitted this was a design defect, and they swapped the printers out---before 12/31/08. When I called last week, I got the run-around from regular customer care outside of Toronto, telling me that my printer was out of warranty and they would do nothing for me---SOL. I then called the Executive Case Manager line and got a woman who told me that the extended warranty ended 12/31/08 and tried to upsell me to the tune of $250. I said no thanks and this was not an acceptable resolution when HP knows this a design defect, and if this is the case, HP should not put a time limit on replacing defective products---especially when a part analogous to a paper clip worth 29 cents renders a $300 machine inoperable. Just then the HP phone system went dead and disconnected me. I called back, got a different Case Manager who cut me off, thought that she was slyly passing me off and put me back in the general Customer Service queue in India. Except this time I continued to stand my ground when the woman in India told me my machine was 800 some odd days out of warranty. She relented after conferring with her supervisor. Upshot was that she mistakenly entered the machine as a 7410 and sent me a refurb Officejet 8500 Premier as a replacement as an even exchange for the defective unit. No shipping cost and they shipped the defective one back with a pre-paid label. So, maybe if you are persistent, you can still manage to get a replacement, even if their replacement program officially ended on 12/31/08. Good luck. HP is a pain in the ass and certainly very frustrating. They have squandered a lot of good will because of issues just like this. It would have been so much easier and honorable just to do the right thing...
by unknown on Nov 26, 2009 at 8:38pm Add comment
The problem with HP is they outsource to people who have no idea of customer service. I work in the call center industry and I KNOW what I have experienced and I can always trace it back to certian call centers and the WAY they are as to what the real problems are. Their views of customer service are simply WRONG and most people I know agree with me on this issue. In fact I am yet to meet anyone who disagrees.

This a common problem as more nad more outsourcing goes on. The lowest bidder is seldom worth the savings. But business will always go for the lower cost.

If HP really do not see this type of BS as a problem then they are idiots. Simple and straight up as that.

If you outsource your customer service then you NEED TO MAKE SURE IT IS BEING PROVIDED PROPERLY. Don't just outsource it then forget it and read you fancy reports that are created by those you pay to provide the service, or lack of it.

Total cost of repairing my printer would probably be $50 to them. The spring printer head and the ribbon. Simple as that. Heck I bet you don't even need to replace the head just glueing it would probably fix it.

For that HP has made their last sale to me EVER. $50 Sheesh I laugh out loud here as my spending within the next few years alone will be FAR MORE than that. Not to mention all the people I tell about this pathetic story.

Simply put HP needs to GET A CLUE.
by unknown on Nov 27, 2009 at 10:11pm Add comment
I avoid cartridge jams & cartridges not sitting correctly etc. I just stopped buying cartridges. The cost of original cartridges is increased significantly because manufacturers understand that consumers cannot use cartridges from another printer maker as they are completely different and won’t work. That’s why it’s a good idea to try CISS (I use inksystem.com)
by PrinTcezz on Dec 1, 2009 at 5:02am Add comment
I have been reading through all of the posted comments... very interesting to say the least. I have had just about all of the same issue's with my printer. Ironically, 2 days after my warranty ran out, I started having problems. I made countless calls to "HP" in an effort to get help; however, I was totally brushed off... sicking. I would not ever buy another "HP" anything. My purchase was made through "Staples"... they would not help at all, only referring me to the manufacturer. Needless to say, customer service is on ration with both of these companies.
by Reshell on Dec 29, 2009 at 2:28pm Add comment
So what is a girl to do if her printer is 5 years old? I have an HP 9800 with this EXACT same problem and my calls to HP haven't helped at all. They don't stock the printer anymore (no surprise) but they also don't have the replacement parts either (grrrrrrr). I've found parts companies online that can sell the whole carriage for just under $62. I'm concerned, though, that if I were to buy the replacement part it won't come with installation instructions and I won't know how to install the part. So, if you have any advice about convincing HP to send me a new printer OR how to install the C8165-67061 carriage...please share!

Thank you so much!!!
by DesignerChic on Apr 20, 2010 at 7:48pm Add comment
I see a used DJ 9800 on ebay for currently $25 including shipping & only 1 bidder. Bidding will expire around 7pm on Wednesday 4/21/10. Immagewarehouse has been a good resource for me when I couldn't find a toner on this site. It is rare for them to sell a printer & the listing says it hasn't been tested & does not come with a power cord & is "as is". It looks like a potentially good fit for someone who needs just the printer. I would guess you could win the bid for under $40 total since it is a risk. I would probably do it if I needed a carrage. --- I have had several Deskjets that did NOT have a bad carrage but the main electronic board failed causing the carrage jam or other errors. ---- So a whole printer may give you enough parts to "fixyourownprinter" -- or try your ink in the replacement first. ---- It is not that easy to replace the carrage on one of these. Have a pair of rubber gloves ready for after you get the top off -- You'll want them. START BY POWERING THE PRINTER UP & GET THE CARRAGE FREE BY LIFTING THE LID & letting the carrage move a little & THEN PULL THE PLUG SO YOU CAN MOVE THE CARRAGE BY HAND. If you leave it locked in the corner you can't move it to the middle to get the steel rod screws out. You have to figure out how the top case pops off at all its pop points & use a #10 torx screwdriver to get the screws out ( you can get a screwdriver with interchangeable tips at Home Depot cheaply & make sure one of the tips is the #10 star or torx). Then with the top off remove the 2 or 3 screws holding down the shiny steel rod --- there may be a clip on the left end you have to remove to get the rod free. If you can swap the whole carrage with the ribbon cables,rod & drive belt intact, then do so because there is a little guide metal & plastic piece on the bottom of the carrage that is a pain to swap to the new rod. Since it is open that far, clean everything you can see dust on. Rub real hard on the feed rollers with an old rag with rubbing alcohol on it. There's more to it than that. Good luck.
by unknown on Apr 20, 2010 at 9:45pm Add comment
Thanks for all the info. I'm very disappointed with HP. I'm using my 3rd HP all-in-one officejet printer and am having the same problem with the broken ink cartridge carriage. I believe I'll change brands. My computer and other equipment is also HP, but I'll be going with another brand there as well. Why can a co. as large as HP not see they have a defective product and make corrections, as this has been a long running problem with them. I'm glad they aren't making our cars or our life saving medical equiptment. Or are they?
by unknown on Sep 9, 2010 at 7:26pm Add comment
I used to use HP for printers. They used to be decent quality.

Due to issues like the ones listed on this page and my personal experience with new HP printers, i'm never buying another HP anything. If HP treats people like this about their crappier-than-previous printers, then i'm sure their customer service/product quality philosophy is the same for all their products (or moving towards that philosophy).

I'm the IT manager for a company and have stopped buying HP and started buying Epson (i've bought many). I also do countless computer work outside of my 9-5. I'm always asked about what printer to buy. I started recommending Epson (instead of HP) about 3 or 4 years ago and haven't been sorry (the Epsons are getting it done).

I had an Epson (C86) that had a faulty design. I called Epson and they had no problem sending out a new one. I didn't have to beg, plead or get mad. I shouldn't have to struggle to replace something that was truly a design flaw. If HP sells us something that is built bad, then they are either a company that makes cheap products or a scam.

I have older HP printers that have been printing 5 times longer than newer ones that have failed. This is a sure sign to stop buying HP.

HP might learn the hard way that a reputation is more valuable than they realize.




by analogScott on Sep 16, 2010 at 12:18pm Add comment
While HP quality has declined, I wouldn't take a working Epson printer if it was given to me free. As a tech, I see a lot of them. They are the most horrible of printers to work on and the costliest to repair if you need parts. Then there is the part about Epson not making parts available to non-certified shops. Guess what that does to repair costs? You're entitled to your opinion, but sometimes you wind up worse than what you had before. - moe
waw i just happen to find this info by accident my printer has been in my closet with a pontured ribon. I spoke to an hp customer care person a long time ago and they told me that my warranty was expired and that I was the only person with this kind of problem and that I should be more careful next time with my printers. but now that I read this post I am trying to get it replaced I called hp HQ I spoke to a senior supervisor named hugo, he gave me a case number he said he had to contact the warranty department to find out if they ever had such a problem with their printers and that they will call me tommorrow for a solution. I hope they do change it for a working printer. I asked hugo if he ever heard of this problem and he refused to answer my question, I also ask everyone that I spoke to if they were aware if this hardware diffect everybody in hp denied that such problem exist. so now lets see what happens tommorrow. if I worked for a company that ask me to lie I simply wouldnt do it, and if they fired me,major lawsuit.. SHAME on all you hp employees that lie for this major corp. I bought a brother printer after this problem with hp and it works nice but I stiil think hp should replace my hp 2710 printer it would only be fare!
by steven818 on Oct 1, 2010 at 2:16am Add comment
Well, I have seen over 30 of these printers personally with the punctured ribbon from the " x-bias spring" breaking loose from the right side wall & it renders the printer dead; & I am only 1 tech. in 1 state. HP probably has a filing cabinet full of complaints on this exact problem. They even gave a name to the part that breaks & used to replace the printer if you said the magic words of "x-bias spring" broke loose.
Just the other day I replaced a whole carrage for a guy with the dreaded puncture wound in a OfficeJet 7410. It took me an hour & I had a dead printer to pull the good carrage out of & only charged the guy $60. --- that was a great deal since it should cost around $110 including a good used part. You can't get a new carrage; HP won't sell any significant parts for these inkjets, only paper trays & power cords.

New printers now are only $60 to $160 & twice as fast but, the ink is more expensive than ever. I heard that HP & other makers are going to up their ink prices by another 10\% in October 2010.
by unknown on Oct 1, 2010 at 7:41am Add comment
I got the same error message

"Remove and Check cartridge on the right"

But my printer is 3year old and out of warranty. so HP is gonna replace my printer or not if I complain.
by unknown on Oct 9, 2010 at 6:55am Add comment
No, HP will no longer replace any printer with the puncture in the ribbon cable in the carrage. HP was replacing certain models for free up until a year ago if you went through enough of their hoops to satisfy them.
by unknown on Oct 10, 2010 at 10:51am Add comment
This is a test message to see if it works! More to follow regarding HP 7410xi printer problems if successful!
by Searchlight on Jan 27, 2011 at 10:32am Add comment
It's always nice to see where something works like it should. In or about June 2006, I purchased a HP 7410xi all-in-one color printer with matching new ink refills from my local Costco for some $500.00 cash. Within days, I had it hooked up and running on my desk-top, a part-time computer located in my front room.

I seldom used this computer/printer combination but when I did, it worked just great.

Then on Christmas day of 2010, it quit printing as it should with the printer message board indicating it was running out of ink. At this time I exchanged out the old ink cartridges (1 black/1 color) with the new ones I purchased as noted above. This process took only a few minutes because of the simple steps where you just take the old ones out and slip the new ones in, then close their front clips to lock each of them in place. Then you close the swing up top cover and you are back in business or so I thought.

The printer failed to work indicating that I needed to remove both ink cartridges. Well, I tried this process several times before I gave up and returned to Costco to purchase two new HP ink cartridges at some $80.00 plus tax. I had read somewhere where these ink cartridges have a habit of drying up if you don't use them shortly after the date you purchase them.

Well guess what? These didn't work either. I wasted half a day taking them out and putting them back in only to have the machine tell me to do it again. I returned the newly purchased ink cartridges back to Costco and got my money back in full and returned home to later tackle this matter once more.

It was then that I discovered a number of things, one of which was this very website fixyourownprinter.com! I then found out this printer was problematic and I also discovered another reason not posted on this site for my printer not working. Both my "x" springs had dropped down on each ink cartridges as noted, but in addition, both my printer ink cartridges had pierced the electrical ribbon on the lower right hand side of each one. This is because the ink cartidges have a protruding plastic "nub" on them which serves to sever these electical ribbons and short circut those areas causing the problems more so than the so-called "x" springs which failed due to their locating pins of plastic breaking off for no apparent reason other than a design error.

Naturally HP blew me off when I contacted them by playing dumb and dumber! I now plan on approaching Costco with my "physical evidence" including the hundreds of pages noted here upon which hundreds of negative notes are displayed thereupon dealing with this very same factory-defective HP product!

I may not succeed BUT that is not what I strive to achieve here. American consumers are not like a flock of sheep...not in my book! We not only speak up for what we believe in but we also stand up when we think something is wrong, as well. HP, you are wrong here! Semper Fi!!!
by Searchlight on Jan 27, 2011 at 11:40am Add comment
Did you see this post above? http://www.fixyourownprinter.com/forums/inkjet/50913#193
It was a couple of years ago. I think 4 years might be pushing it a bit, but it's Costco, so you never know. - moe
Thank you Moe and others for this very insightful website. Our HP 7410 all-in-one printer has just recently acquired the dreadful hole in the ribbon problem due to the faulty black ink cartridge carrier, (officially the x-bias spring). After reading most of the posts to this site, we realize that our chances of getting a replacement are minimal to none. My husband, being very handy, has decided to try to replace the part himself. He will likely be successful with this endeavor. I just want to be sure that if we purchase this part, C8963-600098HP Assy-Carriage, as suggested by Moe in one of his postings, that it also includes the ribbon that needs to be replaced. My husband says it does, but I cannot tell from the parts description that it includes anything except the carriage that holds the ink. I would appreciate any advice before we purchase this part that has now increased in price to $75. Thanks so much.
by unknown on Feb 12, 2011 at 7:31pm Add comment
That's a bit much to pay. I'd be willing to part with a good one for less. There are 2 kinds of ribbons. A metal one with slits and a plastic one with lines. The only reason to replace it would be if the metal one was kinked. As for disassembly, I hope he's as good as I am. It's one heck of a difficult job to disassemble that beast, but putting it back together is even harder. The hard part is the springs that pop the top up. The right side isn't hard, but he'll be uttering a few cuss words when he tackles the left side, which for some dumb reason is attached to the side panel. Fun, fun, fun!
by moe on Feb 12, 2011 at 10:26pm Add comment
Thanks Moe. He already has it apart and has the cartridge carriage out. It does look like the ribbon I'm speaking of is attached to the part as we can see it in the photo. It is plastic and has two small holes poked in it (from the x-bias spring that broke. I think he plans to go ahead and buy one. Let us know how much you would like for yours. I'll see if he wants it. Thanks so much.
by unknown on Feb 13, 2011 at 9:04pm Add comment
The ribbon just threads through the back of the cartridge. If it's not damaged,no need to change it. If it has ink on it, you can clean it with window cleaner on a paper towel. I'll check to make sure I have a good one tomorrow and email you then.
by moe on Feb 13, 2011 at 10:23pm Add comment
Moe, we don't need a ribbon like you described in your last post. I may be using the wrong term. We are pretty sure the part I am speaking of is already part of the cartridge carriage. It's pretty clear on the photo we can see at the site we found the part for $75. We definitely need part C896-600098HP Assy-Carriage. Thanks for your help.
by unknown on Feb 14, 2011 at 5:37pm Add comment
I just now found where I posted my first notice about my faulty HP 7410xi printer that I purchased at Costco, some four years earlier. Welcome back to me!

Briefly: After I was able to successfully return my printer to Costco some 3 weeks ago to receive a $500 cash refund in full, I then lost my way on this site to just where I had posted my first one. I posted my follow-up story on another forum on this same site dealing with this same printer to let you guys and gals know what happened.

Costco took great care of me and I appreciate their efforts. I felt HP was putting their corporate boots to me.

Shopping for a replacement printer was really an ordeal. Too many of them are being made too cheaply for words! The price has dropped some 50\% from what I paid for one in 2006 and I was able to find a replacement for half of my refund amount.

That’s the real power of today’s American Consumer, folks! Shop where you are really appreciated and enjoy the relationship! Spend a little bit of your hard earned money keeping America free by keeping the system of free enterprise alive. Don’t spend all of it by shopping at only one place or in buying only one brand. Semper Fi!
by Searchlight on Feb 21, 2011 at 11:37am Add comment
has anybody tried to solder the cable? im an electronic tech, and i just cant figure out how to take it apart. i have two of these printers, o i MIGHT be in liuck with some part swapping, but trying to take apart the first one, i managed to break the right hand hinge clean off that hinges the ink changer lid, and after that came loose i thought i would have more luck getting stuff off, but NO. cant figure out the dismantling of this thing.

When all was said and done after reassembling, it appears i have damaged the ribbon cable or connection to the front lcd panel because although it lights up, the buttons dont do anything anymore.

The one i broke the hinge on is not the one with the ribbon cable damage. Its was my backup (older one), so now im trying to fix that one, it has a hole in the ribbon cable. i want to dismantle it, but i dont want to break it in the process.

any links to disassembly resources would be greatly appreciated as well. thanks.
by wolfdogg on Jan 25, 2012 at 11:01pm Add comment
has anybody tried to solder the cable? im an electronic tech, and i just cant figure out how to take it apart. i have two of these printers, o i MIGHT be in liuck with some part swapping, but trying to take apart the first one, i managed to break the right hand hinge clean off that hinges the ink changer lid, and after that came loose i thought i would have more luck getting stuff off, but NO. cant figure out the dismantling of this thing.

When all was said and done after reassembling, it appears i have damaged the ribbon cable or connection to the front lcd panel because although it lights up, the buttons dont do anything anymore.

The one i broke the hinge on is not the one with the ribbon cable damage. Its was my backup (older one), so now im trying to fix that one, it has a hole in the ribbon cable. i want to dismantle it, but i dont want to break it in the process.

any links to disassembly resources would be greatly appreciated as well. thanks.
by wolfdogg on Jan 25, 2012 at 11:04pm Add comment
sorry double post of below... - voxleo
(I know its old, but I am one of maybe two people that actually managed to fix this on my own, so I figured I would tell you what I know.)

Some years back, we found a practically new hp officejet 7410 with all the fancy add ons and accessories out on the street on garbage day and took it home. After fiddling around with it for a while, we discovered that dreaded error message and I found the post with the picture of the issue online (though at that time, the avalanche hadn't really gotten going yet, so I am guessing this was the fate of someone who had failed to obtain a replacement from HP and junked it.) Hubby didn't have patience for it, so he let me play with it when I said I wanted to give it a shot as long as he didn't care if I broke it entirely. Since it was free, I figured I didn't have anything to lose by trying to repair the trace on the circuit.

The hardest part of the entire thing was getting at the dang part to monkey with it in the first place. Unfortunately I took no pictures, but there are a couple of flaps/fascia that need to be pried off to the right and left of the paper trays in front of the thing which hide a couple of key screws that I didn't find without breaking the plastic, and the other difficult things were the spring loaded hinges that the whole top sits on - I accomplished that part of the disassembly by brute force and will. I figured it wasn't crucial to operation, so I could epoxy it later if I was successful.

Once I got into it, though, I just kept unscrewing things until parts came off and I could get at the carriage bit. The plastic shell is the only tricky thing, while the rest of it is fairly intuitively obvious. I can't believe that they built the thing like that, though, as it is nearly a fortress. It would have been a serviceable thing if they had just designed it to BE serviced instead of tossed. Outrageous stupidity or plain old greed that designed that housing...

As for the trace on the circuit, I solved it with a bit of scotch tape and a 10 dollar circuit writer pen from Radio Shack. I've tried to solder a single thread of wire to stuff like that, but the mylar just melts, so that was a no go. The most difficult part then was to expose the copper inside the plastic enough to have a surface to contact, and I found that a little bit of acetone and some fine grain sandpaper works decently for that if you rub gently with it - and it should be the kind of stuff you use for polishing, say 400 grit at the lowest depending on how thick the ribbon is, maybe as fine as 1200 or 1500 grit.

Since the traces that were broken are so close together, that was also an issue just because the conductive material that the pen dispenses is not nearly thin enough a line without using a needle to sort of "dip and dab" it from a small puddle I expelled from the tip. Still made a mess and mushed together.

But I realized it didn't have be neat,or even directly the shortest connection possible, it only had to complete the circuit. SO I actually went up higher than the break to find an alternate connecting point that was not so near the one next to it and the one on the other side of that one I did the same (I had three total traces broken).

The easiest way to connect it to the terminating point was at the dot itself where it contacted the cartridge because that was a bit more robust in terms of the pads there, so I poked a tiny hole in the back side of the mylar at each of the three severed contacts, and sort of used the circuit pen material as a dot of glue to set the end of a single strand of copper wire into and then taped it into place.

I then had the three long strands of hair width wire that I routed whatever which way I could go - even wrapping one to the other side of the mylar to keep it from touching its neighbors - back to some point on the trace that was accessible and "glued" the other end in place there with a dot of circuit ink as I had on the contact pads. It worked best by connecting one trace entirely and then placing tape over the whole thing, then connecting the next one.

The tape provided the insulating layer to keep them from touching wherever they overlapped and I could route it wherever was convenient to reattach to the circuit. I suspect that technique might work well enough to take it all the way back to the end of the tape to the contact pads on the motherboard side if necessary, and it would be a larger surface to connect to anyway. When I finished, I had added three layers of scotch magic tape and three strands of wire, but it was still pretty flat, and I managed to fit it back into the carriage where it seemed stable enough. It looked weird, but there were complete paths to the contacts and I figured I would give it a shot.

My hubby almost fell over with astonishment when the thing started to print out an alignment page for the cartridge that it was now accepting.

I couldn't get the springs on the hinge top back in properly, so I had to make a kind of kickstand to keep it open when I had to change the ink, but it worked. And we now had a scanner copier fax auto duplex auto document feed dual paper tray machine for the cost of a bit of time and creative problem solving.

Years later, I still look on the net to see if anyone else has solved the issue, but I have only found one other person who claims to have resurrected their machine on their own. Ironically, if I had waited a few months or we had found that machine at a later date, we would have been able to send it to HP and get it replaced as the serial matched up with those approved ones on this thread. But then I would have felt bad for the people that threw it out, so that is okay.

Later I scavenged a whole new carriage piece out of photosmart model that had the same one, and replaced my creative solution with a neater one, but the top of the thing still flops without the springs, and I don't mind at all. It only just recently threw something out in the scanner section that I have to attend to if I can find a replacement, but there are whole units that end up at the thrift store still these days for maybe 35 bucks and they still work.

I should note that I didn't have a job and DID have a lot of time on my hands when i fixed the thing, but I thought I should chime in that it HAS been done, even if it wasn't too pretty to look at. It WAS fully functional though.

I will say that after that whole fiasco though I will not ever purchase a new HP model anything - EVER. I had been through three different lesser models of all in one ( PSC 1900's, 2200's and 5000 series office jets) in something like five years, and those were just the ones I BOUGHT nevermind the ones that we were given to try and rescue (a d-series or two, some photosmarts) ... all junk. Junk with nice features, but still junk.

The OJ 7410 has been the most robust of the lot.

Cheers! - voxleo
Wolfdogg...
I tried all that good stuff you are talking about, had 2 printers,switched parts and the piece of junk still didn't work... I wish you all the luck and thought I would leave a link on how to disassemble the printer... LoL! Have fun =D

http://www.youtube.com/watch?v=FZv8TfNGjyI&feature=related
by TnTBlondy on Jan 26, 2012 at 3:50am Add comment
I received an Officejet 7310 from a friend; it broke and sat in a closet for years. So it is definitely out of warranty.

After reading forums like this one, I determined the problem was with the broken plastic tab and spring in the right (black) cartridge shoot. I successfully epoxied the spring back in place and the printer now works fine.

The problem is, I keep getting an error message “Cartridge Incorrectly Installed.” It pops up every time I boot up, wake up, print or sometimes just out of the blue.

I called HP and they told me I need to buy a new HP cartridge. The cost of the cartridge would be more than the printer's worth. Besides the re-manufactured one I'm using works just fine.

Does anyone know how to get rid of this message. I have reset the printer several times, cleaned the all the contacts, have installed new cartridges and it keeps popping up.

I keep closing out the pop up window, but it's a bit of a nuisance.

Do I need to pay the 600\% mark-up on HP cartridges to resolve this problem?

Thanks for any help offered.
by unknown on Jul 3, 2014 at 1:44pm Add comment