Hello, my name is ***** ***** I will do my best to assist you today. Please give me a minute to review your issue and get back to you. Thanks in advance
I will need to know what kind of computer your are using so that I can give you the correct instructions on how to further diagnose this issue.
That is fine. And I know you have not connected to any computer yet, but I will still need to know what kind of PC your planning on using as well as where is the error showing? Is it on the little LCD screen on the printer?
Ok, so you unboxed the printer, removed all the shipping and protective tapes and installed the ink cartridges. Did the error show up before or after the ink cartridge installation?
Ok, thanks for the reply.
First remove the cartridges, and look at each one. Verify you removed the little tab on each one that says "remove this tab." or similar. Then let me know that all of them are ready to be installed.
Ok, now power on the printer and have NO cartridges installed and tell me what it says.
Alright, install just the black cartridge and see if the same error comes up.
Where did you purchase the printer from and when?
Something to note about this model of printer is the ink cartridge lever is somewhat of a pain. Please install all cartridges and snap the cover closed on the cartridges ensuring you hear a snap or click. I have this same printer and if the cartridge lever is not secure you will get this error. Try this and get back to me.
Ok, that is good that the cartridges are in good, but please verify the gray lever or cover that holds the cartridges in place is closed all the way and let me know. Thanks
Thanks for verifying these for me. Please tell me was this an open box item, or used item, or was it a NEW item and was it fulfilled by amazon or a third party?
Did Amazon fulfill the order? Meaning when you ordered it did it state that Amazon was fulfilling the order or was Amazon simply the medium for the seller? This makes a difference in how we proceed. If you have your invoice it should state on there as well.
That is good. I would highly recommend that you contact Amazon ASAP about this and they will most likely send a replacement printer overnight. This error is usually caused by one of 2 things. Either the cartridge lever is not closed, or there is a HARD ERROR within the printer that is not fixable. I have seen it as a hard error only one other time, but I think that is the case with your printer sadly.
I know this is not the answer you had hoped for, but at least it is one that will get you the printer replaced.
Do you know how to process a request for replacement with Amazon?
Of course. I wish it were easier to resolve. But sometimes we only get the choices we get and have to move forward from there.
I do ask that you still accept my answer by rating my service with 5 stars as I do my best to ensure your experience here is a positive one and hope that this has been that for you.
Did they offer to replace it or are you asking for a refund? Usually if it was sold and fulfilled by amazon, then they usually send you a replacement and then you simply have so many days to send the defective one back. This makes me wonder if it was sold through amazon but the seller was a third party and NOT amazon.