HP Photosmart 5520 print quality issues - Not printing black

Hi,
I bought a HP 5520 printer. I used it once and printed less than 10 photos and it was great the quality was superb.
I went to use it for the second time and the print quality was terrible. There is no problem with the printer responding to comannds it tries to print just it is awful quality.
I used the trouble shooting guide that HP have posted on line. I went through every step multiple times - I am using the correct paper, Genuine HP cartridges.
I got to the step where you run the Print Quality Diagnostic Report and there is NO Black present, Yellow is faint and the other colours have horizontal streaks.
I ran multiple print head cleans and no change.
I bought brand new HP print cartridges and still no change also ran multiple print head cleans and Print Quality Diagnostic Reports but still the same.
I tried to phone HP technical support but as I am at work just now and not with the printer they would not put me through to a technician
They told me to try and get an online Chat with a technician - well a few attempts and hours later still no response from them
Has anybody got any help on this issues please?
Chris

Hi,
Yes it is in Warranty. It is virtually brand new.
After I last posted I got through to the online chat support and was sent an email with options to 'troubleshoot' which I had already done with no success.
I was also given a link to try to update the printer firmware - which I will try when I get home from work.
I will see if that makes any difference but am sceptical as the printer worked fine the first time round but hasn't worked since and nothing has changed on it.
Chris.

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