Have not had problems before, but this time they changed the design of the ink cartridges and they do not work in my printer (and I ordered the exact same product I always have in the past). I have left phone messages twice, and filled out the online troubleshooting form, and have had no response from them. I also noticed that the return policy says they do not reimburse shipping, so I guess if I ever do hear from them, I will have to pay to return the faulty product they sent me--not happy at all!