Wrong product for HP PSC1510 jammed in printer, return policy not user friendly
By Stanley on 10/26/2011
The Supermedia Store website lists this cartridge as being compatible with the HP PSC1510. I ordered two of these on 10/8 and the first one jammed in my printer and gave me an on screen message that it was the wrong cartridge (evidently contacts did not line up). Thinking I only one of the two was defective I carefully removed it (had to pry the plastic with a screwdriver so hopefully no damage) double checked their website for my printer and installed the second one. Same thing, jammed in the printer and error message.
Online sellers are evaluated by three things, ease of searching and ordering, prompt shipping and delivery and most importantly willingness to work with customers when something goes wrong. Supermedia Store has always been good at the first two, unfortunately they fail miserably in this case. Product is mislabled as compatible with the HP PCS 1510, return policy requires contact during my work hours and drop off at FedEx location. I commute 25 miles on a bus, work on the 11th floor of an office building and am gone all day during their work hours. Returning this mislabeled product (under $25 value) would require taking vacation, driving 50 miles round trip plus ramp parking and driving another 17 miles each way to get to their recommended FedEx drop. To add insult to injury my printer will not work unless both color and B&W cartridges are installed and full of ink. Supermedia Store sent me their return authorization via email. Our company blocks outside email and websites so I have no way of printing their RA.
I've got scheduled vacation coming on Nov 15-18 but by then I'll be beyond 30 days so they probably will refuse to allow me to return the cartridges. I ended up having to place another order on 10/26 and this time I made sure to get the same color cartridges I have used successfully in the past.
Bottom line, It's annoying that they had the wrong product listed as compatible with my printer and even more annoying that they have put so many conditions on the return. This has been the worst online shopping experience I have ever had. I have had defective merchandise in the past that other online vendors have bent over backwards to make right when it was their fault. Supermedia Store won't even admit that their is an error on their web search. Don't believe me? Look up printer HP PSC 1510 ink cartridges. Now scroll down to HP 99 (C9369WN / C9369WN#140) Tri-Color Remanufactured Photo Inkjet/Ink Cartridge NH-R9369. See it listed there? Well I can assure you that it does not fit so if you happen to own a PSC 1510 DO NOT BUY THIS CARTRIDGE.
The one directly above it on their website, HP 93 (C9361WN#140) Tri-Color Remanufactured Inkjet/Ink Cartridge NH-R9361 does work as I have used this one in the past. When I reordered on Oct 26 this is the one I got. Unfortunately I did not even notice that there was more than one remanufactured cartridge when I made my 10/8 order or I would have looked at the empty one in my printer and got the same one. I made the mistake of trusting the information on Supermedia Store's website.
Final total lost, two color print cartridges that did not fit at $10.99 each plus the shipping cost of a second order on October 26 $4.95, my total loss due to the error on their website $26.93. I also spent a couple of hours sending email back and forth to their customer service trying to find a solution to the problem.
Once my current order has been delivered I will start looking around for another source for my media needs.