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I want to put in new ink and the ink cartridge stays on the…

Hi I want to...

Hi I want to put in new ink and the ink cartridge stays on the right side of the printer not the middle so I cant get at the cartrige

Technician's Assistant: What's the model of your printer?

620/xp

Technician's Assistant: Are you getting any error messages? Are you able to open the lid that covers the cartridges on your printer?

No errors I open lid they stay on the right side

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Answered in 5 minutes by:
3/19/2018
Richard
Richard, Technician
Category: Printers
Satisfied Customers: 47,274
Experience: Printer and scanner problem resolver for over 15 years
Verified

Thank you for your question, my name is ***** ***** I look forward to assisting you.

Please note, a rating is only needed when we are finished.

Can you please remove the power to the printer (so unplug it from the power socket).

Then wait 10 minutes, connect the power again to the printer, turn it on and tell me please if it is now operating correctly.

Let me know the results please

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Customer reply replied 4 months ago
it does the same thing cartage stays on right side

ok, remove the power to it and then move it to the middle by hand.

Tell me if it then moves please

Richard
Richard, Technician
Category: Printers
Satisfied Customers: 47,274
Experience: Printer and scanner problem resolver for over 15 years
Verified
Richard and 87 other Printers Specialists are ready to help you
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Please give me the phone number to call you on

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Customer reply replied 4 months ago
nope it dosnt move2034309268

The call goes to voicemail.

But are you able to firmly grasp the printhead to move it when the power was removed to the printer?

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Customer reply replied 4 months ago
someone keeps texing me
Customer reply replied 4 months ago
my phonee number is(###) ###-####
Customer reply replied 4 months ago
try again i was getting texed

I was not texting.. I am calling but it goes to voicemail.

We will continue here

are you able to firmly grasp the printhead to move it when the power was removed to the printer?

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Customer reply replied 4 months ago
it wont move.i have a home number(###) ###-####

Thanks

It is the printhead that has siezed, this now confirms it.

I am really sorry about this and you are going to have to return the printer to have this replaced. It will be covered by the warranty if this has not expired, and the replacement will be done at no cost to you.

I am really sorry about this, and if you have problems, or would like any additional information or assistance, please do not hesitate to let me know.

And if you can take a second to rate my service by clicking one of the stars at the top of the page, then submit, that would be greatly appreciated.

Thank you

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Customer reply replied 4 months ago
the printer prints i was just wanting to change the ink.

yes but you cannot if the printhead has siezed and will not move

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Customer reply replied 4 months ago
well iwish you would call me on my phone(###) ###-####.i keep getting texes on the other line

I called that other number, heard hello and then it went silent

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Customer reply replied 4 months ago
I'm sorry i hit the wrong button try again please
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Richard
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Category: Printers
Satisfied Customers: 47,274
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