HP Reminds Staff of Printer Warranty Position

HP Reminds Staff of Printer Warranty Position

A reminder of HP’s warranty position related to its printing devices will go out internally to all account teams.

This follows a case where an HP sales executive informed a government buyer in South Africa that any printers using aftermarket or third-party toner or ink supplies would void their printer warranty.

Vanessa Yanez, the Global Head of Print Communications at HP, responded to RT Media. “Thanks for raising the issue,” she said. The matter has been “shared with business leadership. Our warranty position for non-original supplies position continues to be the following:

Non-HP Laser Print Cartridge Use

For HP printer products, the use of a non-HP toner cartridge or a refilled toner cartridge does not affect either the warranty to the customer or any HP support contract with the customer. However, if printer failure or damage is attributable to the use of a non-HP or refilled toner cartridge, HP will charge its standard time and materials charges to service the printer for the particular failure or damage.”

The information is in several places on HP’s website.

“I would find it difficult to believe that this person (HP sales executive) was being deliberately covert and misleading to secure a government contract,” wrote RT Media’s David Gibbons to Ms Yanez.

“As you know, from time to time, conscientious HP staff will make statements to potential clients that the use of third-party supplies will void the warranty of the printer. I have not seen it for a while, but this case suggests it still happens,” said Gibbons.

Yanez acted professionally and promptly to address the issue and responded in writing to say, “A reminder of HP’s warranty position will go out internally to all account teams.”

Reminder of HP’s warranty position for the use of non-original supplies

Please be reminded that the use of non-original supplies in HP printers does not affect either the warranty to the customer or any HP support contract with the customer. However, if printer failure or damage is attributable to the use of a non-HP supply, HP will charge its standard time and materials charges to service the printer for the particular failure or damage.

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