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HP Inkjets

Hewlett-Packard • Computers • Printers • Scanners • Cameras • Inkjets • Rebates --- News • HP Introduces 'Touchy-Feely' PC • Class Action Challenges HP's Inkjet Replacement Warnings • HP Wins An Inkjet Suit • Inkjet Suit Filed --- • Consumer: Blame Thyself!

Joan of New Market, AL (10/11/02):
Not only does "HP Gouge InkJet Users" but it also tries to discourage customers from exercising their rights under their warranty on their ink cartridges. I contacted HP online regarding a defective black inkjet cartridge and requested a replacement of the defective ink cartridge.

They tried everything they could to discourage me from continuing to exercise my rights under their warranty for the cartridge. They did this by sending me replies that requested that I do all kinds of checks and changes to drivers, software, etc. to check to see if the cartridge was really defective. I tried over and over again to explain all that I had tried, including their suggestions in their early replies, but had confirmed that the cartridge was defective.

These cartridges are too expensive to use less than three months then discard. The information on their website states that the cartridges are warranted against defect until the date stamped of the cartridge, which is 4/30/2003. Even their Reference Manual for the printer confirmed that after going through certain checks, the cartridge is defective and needs to be replaced. I did the checks listed in the Reference Manual before contacting HP.

When I received their latest email reply indicating many other things I needed to do to check whether this cartridge was defective, I had had enough. I had told HP that I had placed a new cartridge in the printer and the printer worked fine. I also told them that after receiving their first reply, I tried the defective cartridge again and had the same problem. Finally, I called an 800 numbers, which was not easy to locate on their website, only to be referred to a "HP Out of Warranty Support Team" person who asked me all kinds of questions about the printer itself, i.e, how long I had had it, the serial number, etc. I had to dig thru my files for this information.

I asked why that information was needed when I was not having a problem with the printer, but with the ink cartridge. I explained to the female person (Ginger) all I had gone thru to verify that the cartridge was defective and that all I wanted was to exercise my rights under HP's warranty policy. I was told that they had to determine if the printer was in or our of warranty. Actually, the printer is still in warranty! She finally gave me a name and address to send the cartridge to and indicated that that person may not still be there but the cartridge would get to the right person. I feel reluctant to send the cartridge in because the usual procedures for obtaining warranty replacement and/or repair was not followed.

Companies usually give the customer some type of repair authorization number and other specific instructions to follow when sending products in for replacement or rapair. I finally insisted on some type of "number" and was finally given a case number. At this point, I am considering how to best handle the situation. I had problems in the past with a color cartridge, and just because it had gone past the "warranty date" by a fraction of a time, I was told there was nothing they could do. I went through similar numerous emails before finally giving up. This time I will not give up. I have heard of other people having problems with the cartridges, and most of the time just get a new one and throw the defective one out.

Paula of Bedford PA writes (2/12/02):
I am interested in the suit against HP. I have an Office Jet LX printer. And the cost for the ink is outrageous. When I bought my computer in Feb. of 1998 I was using about 1 cartage ever 2 months. In June of 1999 I move back home to work for my parents and I use my personal computer and printer. At time my mother will remburse me for the ink seeing that I am now going throw 1 about every 40 to 50 day. I figure I have spent nearly $1,000.00 for ink since Feb. of 1998.

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