Warranty status questions regarding printheads and ink Warranty, ink, status, printheads, questions

gdx

 I have a customer that is questioning what 'In Warranty' vs. 'Out Of Warranty' actually means in the webtool in regards to ink cartridges and printheads.

I am under the impression that all of these parts are date coded and are under warranty until that date. Does anyone know this to be true or false?

My customer has a failing ink cartridge and it is listed as 'In Warranty' on the webtool so is this replaced at no charge by HP?

There are also notes regarding 'mismatch' cince sone printheads were changed out but the printhead cleaner was not.

Any help or advice will be appreciated.

sunkezai

Hello,

Print heads and ink cartridges are under the users responsibility to replace and maintain. They exist outside of the warranty of the printer. HP is only going to replace or refund your parts if they were boughten as brand new parts directly from HP.

Refurbished/Refilled/Repurchased ink cartridges and print heads are not covered by HP warranties. You will have to work with the warranty of the vendor of those parts/services if you need anything.

In a nutshell you should just contact HP with your questions and they will tell you if they will support it or not.

I hope this helps.

Thanks!
(points appreciated)

11lxm

More points available for a more focused answer. What do the LASER ETCH DATES mean in regard to warranty for those consumables?

Thay are all HP consumables.

cixiren

HP warrants all their consumables based on the date of manuafacture and/or remaining ink. Printheads and ink cartridges are based on warranty date and toner is based on amount of toner left in the cartridge. If the ink cartridge or printhead is within warranty, then hp will replace it if it fails. There is one cavat and that is if the printhead or cartridge came with the printer or plotter, then the warranty coverage will be provided directly from hp by calling hp customer care. If the cartridge or printhead has been replace, is a genuine hp product and is within warranty then the consumer has to return it to the vendor for warranty replacement. I like many other providers do not like this policy since it makes it very difficult but hp made this change about 2 years ago and consumers and providers have no choice.

jxp2002

David,

Please define "Vendor" - I am an HP reseller, and as such purchase from a distribution warehouse (Synnex) for example. Where exactly does my customer go to have the OEM ink cartridge replaced under said warranty. I know they are warranted for 1 year or a certain amount of ink usage. I have been looking for almost 2 years now for the true answer from HP, but haven't received one. Also, if I replace the cartridge for the customer, what is my avenue to get reimbursed. Thanks...

KO'

zyh3033

They return it to you and you return it in turn to synnex.

spell

David,

Thank you I left out (probably) an important factor. The ink cartridge or printhead has been in service beyond the return policy time of the distributor, but still within the alloted 1 year warranty from HP. What do I do then?

KO'

lb20309

Then you need to contact hp to see what they may do. It used to be very easy up until about 2 years ago as a call to hp and they would replace the defective unit on advanced exchange. The new policy has made it very difficult and is one of the reasons we rarely sell consumables because of the difficulty when something goes wrong. Since you are an hp resellter I would contact my rep at hp but don't hold your breath. Their support has gone done the tubes in the last couple of years to where they are at the bottom the heap.