1:17 PM  Connecting...
1:17 PM  Connected. A support representative will be with you shortly.
1:17 PM  Support session established with SAM.
1:17 PM  SAM: Welcome to HP Total Care IPG Chat Support for Imaging & Printing Group. My name is Sam. Please give me a minute while I review your problem description details.I would also like to inform you that if incase this chat gets disconnected due to any issues; I will follow-up immediately on your email.
1:18 PM  SAM: Hi Bert,   hope you are fine. Are you from USA or Canada? Do you have a phone number for you which I can update on your records.
1:18 PM  Bert Mahoney: HI Sam, I am well thanks. Hope you are too. I am from USA. Phone 805-798-3430
1:19 PM  SAM: Alright.
1:19 PM  SAM: Please elaborate the issue.
1:21 PM  Bert Mahoney: Sure. This is a brand new printer. First time starting it up. I've gone through all the setup instructions and began going through the on-screen instructions to setup. I selected English, then went through other menus to then have the screen tell me the printhead is damaged. Showing the message that I posted in the problem submission.
1:21 PM  SAM: Okay.
1:21 PM  Bert Mahoney: And that is where the printer remains. Its still displaying that message on screen now
1:21 PM  SAM: Please remove all the ink cartridges from the printer. 
1:21 PM  Bert Mahoney: ok
1:21 PM  SAM: Clean the metal contacts of ink cartridges with a lint free cloth.
1:21 PM  SAM: Note: Leave the ink cartridges out and remove all the papers from the paper tray.
1:22 PM  SAM: Remove the Power, USB, Ethernet, and any phone cable connected to the printer and then disconnect the power cord from the power surge/ wall outlet.
1:22 PM  SAM: Check for any ink leakage inside the printer, if possible clean the metal contacts of printer with a lint free cloth as well.
1:22 PM  SAM: Leave the printer off for 3 minutes.
1:22 PM  SAM: Press and hold the power button on the printer for 10 seconds and then again connect to any other known good 3 prong wall outlet ( only for troubleshooting purpose) the power cord to the printer.
1:22 PM  SAM: Once your printer is up let me know the error message on the printer.
1:23 PM  Bert Mahoney: ok. doing this now. ink is out. cleaning them. I will let you know what the message says when done.
1:23 PM  SAM: Sure, take your time.
1:31 PM  Bert Mahoney: HI Sam, I'm back. Followed your instructions and still the same message.
1:32 PM  SAM: Alright.
1:32 PM  SAM: Please let me know the part number of the cartridges.
1:32 PM  SAM: Also let me know the end of warranty date of the cartridges.
1:32 PM  Bert Mahoney: 564/564 xl
1:32 PM  SAM: Part number is a six digit alpha numeric code that starts with C.
1:33 PM  Bert Mahoney: you would like the part number for the print catridges?
1:33 PM  SAM: Yes
1:34 PM  SAM: I hope you are using HP genuine ink cartridges.
1:34 PM  Bert Mahoney: CN679W
1:34 PM  Bert Mahoney: CN676W
1:35 PM  Bert Mahoney: CN677W
1:35 PM  Bert Mahoney: CN698W
1:35 PM  Bert Mahoney: THAT’S IT
1:35 PM  SAM: Okay.
1:35 PM  SAM: Please remove all the cartridges and insert them one by one.
1:35 PM  SAM: Let me know when do you get error.
1:36 PM  SAM: Or which is the cartridges are gives error.
1:36 PM  Bert Mahoney: ok. just so i'm clear. 
1:37 PM  Bert Mahoney: put one cartridge in and startup printer.
1:37 PM  Bert Mahoney: when I get the error, tell you which one generates error
1:37 PM  SAM: Yes
1:39 PM  Bert Mahoney: Error is back.
1:39 PM  Bert Mahoney: first time
1:39 PM  SAM: Okay
1:39 PM  SAM: Thank you.
1:40 PM  SAM: We are now replacing the black cartridges.
1:40 PM  Bert Mahoney: The printer also makes a noise 3 times when it starts up that does not sound like it would be "normal"
1:40 PM  Bert Mahoney: Has done that from the first time it started up.
1:40 PM  SAM: Kindly provide me with address details:Shipping address:Phone number:Any alternate phone number:Time zone:Best time to call:
1:41 PM  Bert Mahoney: The sound happens when the printhead is moving back and forth to startup
1:41 PM  Bert Mahoney: shipping address: 
1:41 PM  SAM: Yes
1:41 PM  Bert Mahoney: 420 South Montgomery, Ojai, CA USA 93023
1:42 PM  Bert Mahoney: 805-798-3430
1:42 PM  Bert Mahoney: dont have alternate phone #
1:42 PM  Bert Mahoney: Time zone is PST
1:42 PM  SAM: Okay.
1:42 PM  Bert Mahoney: Los Angeles
1:42 PM  SAM: Please let me know the end of warranty date of cartridges.
1:42 PM  Bert Mahoney: Best time to call. After 6pm
1:43 PM  Bert Mahoney: I'm not convinced a new print cartridge is going to make this error go away.
1:43 PM  SAM: Yes.
1:44 PM  SAM: If the issue still persist, please get back to us so that we may replace the printer.
1:44 PM  SAM: Is there anything else I can help you with today to bring smile on your face?
1:45 PM  Bert Mahoney: OK, so how do I track my case. So that next time I contact, HP support knows that I've already been in contact about this printer?
1:46 PM  SAM: You will get that in email.
1:46 PM  SAM: Is there anything else I can help you with today to bring smile on your face?
1:46 PM  Bert Mahoney: This is really disappointing to take this out of the box and have it not work at all. I replaced an HP printer I had for 10 years thinking the quality would be there and it wasn't.
1:47 PM  SAM: I apologize for the inconvenience. 
1:47 PM  SAM: “Please make a note of the Case ID of our interaction today, if you feel the need to contact us back this will be your case reference number”. Case ID:3008410855
1:47 PM  SAM: Thank you for letting me help you today.
1:47 PM  SAM: Thank you for contacting HP Total Care chat support. If you need any assistance, please contact us again at http://www.hp.com/chat; we are available 24 hrs a day, 7 days a week.
1:47 PM  Bert Mahoney: Thanks