Hello my name is***** do not rate until we are finished. I can not call you, I can only help you here. If you prefer to wait which could take a while let me know and I will opt out. I look forward to assisting and am very sorry to hear that you are having this problem. I want to warn you that it is possible you will need to replace a part in order to fix this. There are a few different things that can cause this and a couple different parts so we would need to troubleshoot to find out for sure. Have you tried cleaning the machine yet? Is the new black genuine Lexmark?