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HP Inc responds to Windows 10 issues

08/03/2016

Neal McChristy was told by the OEM that it “never prevents a customer from using a refill or remanufactured cartridge”.

 Earlier this year, McChristy, who writes the wide-format column for The Recycler, reported that remanufactured cartridges he had been using on Windows 10 in his Envy 4500 printer were flagged as “used or counterfeit” upon installation. Having replaced two remanufactured cartridges with another pair from the same provider, and on printing, received an error stating “used or counterfeit cartridges detected”.

He has now received a reply from Thom Brown, HP Inc’s Chief Inkologist, beginning with an apology for “any inconvenience that you may have faced when trying to change the cartridge(s) in your HP Envy 4500.We appreciate that you shared your concerns with us and are happy to provide further clarification. Just as background, HP Inc never prevents a customer from using a refill or remanufactured cartridge because we believe in fair competition. The Windows 10 notification that you are referencing would not prevent you from using a non-HP supply.

“The reason that the notification exists is solely to notify the user that the cartridge is not part of an Original HP ink supply. In turn, this may mean that the cartridge can possibly be counterfeit (which many customers are unaware of) or that the cartridge is a refill/remanufactured cartridge. In either case, the notification can be dismissed by clicking ‘OK’ and the notification will stop appearing after acknowledgment of this statement.

“Another factor we’d like you to take into consideration is the Windows 10 software, which may have contributed to the alert populating multiple times on your printer. Additionally, as you may already know, counterfeiting is a major issue and many parties in the industry have professed support to getting rid of counterfeit supplies.