Defective Ink (CL-241 XL), New - Walmart Refused Return

[dentonj88]

I purchased a 241 XL Canon Color Cartridge for my PIXMA MG 3620 on July 16th. I was able to use it for a single print job. A week ago I tried using it again, and I am receiving the E15 Error where the Alarm light and 'CL' light blink 15 times in a row (orange). I tried every potential troubleshooting fix - check the cartridge, ensured it was seated correctly, power down power up, ensured there was no dust/dirt/debris on the cartridge or in the cartridge area, and I've had zero luck.

Walmart won't take it back because it's opened, and Canon's customer service chat tried to refer me to a paid warranty plan despite the fact the issue is only with the Canon Color Ink (not the printer) and I purchased it less than 30 days ago. I already ate the cost of buying the complete wrong cartridge (was in a rush and bought a 246 by accident, opened it, and realized my issue too late). This new, correct cartridge was about $55 bucks. Between this one and my goof-up prior, this could've paid for part of a printer upgrade at this point.

I'm frustrated and confused. Has anyone experienced this before? If so, do you have any suggestions?

[DerrickL]

Walmart should refund a defective cartridge, if you have the receipt and the original box even if opened. 

[dentonj88]

I don't have the box

[DerrickL]

That is one of their requirements, returns must have the original packaging. 

[dentonj88]

I get that. That's why I mentioned they wouldn't accept this return and why I was trying to find other solutions. I've had this printer a while, successfully finished 1 print job, and had no reason to keep the box. The error I'm getting is the exact error for a failure of the chip within the ink cartridge, and that shouldn't be happening with it being a genuine Canon cartridge less than 30 days old

[DerrickL]

No it should not. I also own an MG3620. I have had third party cartridges, which were rebuilt Canon cartridges,  fail on me, four in a row not long ago. I replaced them with genuine new Canon cartridges. You can try this:

The E15 error on the Canon Pixma MG3620 indicates that the printer is having trouble recognizing one or more of the ink cartridges. This issue can arise from several factors, including improper installation or dirt on the cartridge contacts. 

Steps to Resolve the E15 Error

1. Remove and Clean Cartridges

• Turn off the printer.
• Carefully remove the ink cartridges from the printer.
• Use a soft cloth or kitchen roll to clean the golden chip on the front of each cartridge. Ensure there is no ink or dirt obstructing the chip. (in addition clean the chip contacts on the printer also, very carefully!)

2. Reinsert Cartridges

• After cleaning, reinsert the cartridges into the printer, ensuring they are seated correctly.
• Turn the printer back on.

[DerrickL]

Canon does replace defective cartridges 

• Keep your receipt: Proof of purchase is mandatory for a warranty exchange.

• Contact support: Reach out to Canon Support or call customer care at 1-800-OK-CANON (1-800-652-2666) for instructions on where and how to process the defective return. Do not just mail it to a recycling center address.

[dentonj88]

Would this have been the same Canon support that responded to me via chat? They stated that my printer had to be registered and that I had to sign up for some paid warranty thing in order to access other support options that included potentially cartridge replacement.

[DerrickL]

I don't think so it is simply customer service for product issues for products still under warranty and a cartridge has a 30 day warranty I believe.