As a worldwide leader in imaging and printing, HP is committed to delivering outstanding quality and reliability to its customers. Recently, we discovered that the colour mix in a small portion of selected HP Original tri-colour inkjet cartridges was incorrect, with some colour chambers being over-filled and the balance under-filled. Despite this, print quality is not affected and customers who have purchased, or may purchase an affected cartridge, should receive the same vibrant, long-lasting prints as usual. Depending upon individual use, however, a small number of customers may receive fewer pages than HP intended.
In Europe, the Middle East and Africa (EMEA), only two cartridges were affected (sold by different model numbers in different regions/countries). In these regions, HP is offering customers who purchased those cartridges replacements under warranty. Affected cartridges include the HP 136, HP 141, HP 342 and HP 351 (NB: see appendix at end of document for more detail) with a “Warranty End” date that falls between 1 May 2011 and 31 August 2011, which can be found on the HP Inkjet Print Cartridge. Additionally, a small number of cartridges that shipped with the HP Deskjet D4360 Printer series and HP Photosmart C4500 and C4400 All-in-One Printer series in this timeframe were potentially impacted.
The error occurred during the manufacturing process between 1 May 2009 and 31 August 2009, and has since been corrected.
Customers who have purchased an affected cartridge can return the item to where it was purchased to obtain a replacement. For additional information and/or questions, customers can contact HP Support via www.hp.com/support
Question and Answer
Q: Which HP cartridges are impacted?
A: Original HP 136, HP 141, HP 342 and HP 351 with a “Warranty End” date that falls between 1 May 2011 and 31 August 2011, which can be found on the HP inkjet print cartridge. Additionally, a small number of cartridges that shipped with the HP Deskjet D4360 Printer series and the HP Photosmart C4500 and C4480 All-in-One Printer series in this timeframe were also impacted.
See diagram for location of warranty dates:
Figure : Warranty Ends date (in form YYYY/MM/DD) and “Y”
Note: Please reference cartridge characteristics only, do not use packaging information or warranty dates to validate issue.
Q: How did HP discover the issue?
A: HP conducts vigorous testing of its products, including Original HP supplies, to ensure consistently reliable performance and a hassle-free printing experience. We discovered this issue during one of our normal quality assurance processes and worked to immediately resolve the issue and communicate with our customers.
Q: What is your normal quality assurance process? Wouldn’t you find the error before the cartridges shipped?
A: Not always. As part of our quality assurance process, some testing does occur for the cartridges on the production line. In addition, other tests are performed. If a discrepancy is found, HP investigates the extent of the discrepancy, including which Stock Keeping Units (SKUs) are affected and where they have shipped. In this case, HP followed process and determined the affected SKUs, which included some that had already been placed in the channel and sold to end-users.
Q: Is HP going to stop selling the impacted cartridges?
A: Yes, HP has stopped shipping the impacted cartridges. However, it is likely that some impacted cartridges may still be available on store shelves. For those that purchase an impacted cartridge, HP is offering warranty replacements. The error has since been corrected to avoid this issue moving forward.
All ink products listed below as well all blister options ‘201, ‘231, ‘241 and ‘251
HP 342 Tri-colour Inkjet Print Cartridges (C9361EE)
HP 351 Tri-colour Inkjet Print Cartridges (CB337EE)
HP 350/351 2pack Inkjet Print Cartridges (SD421EE)
Printers shipped in timeframe* using above HP Inkjet Print Cartridges which might be impacted:
HP Deskjet D4360 Printer (CB700B)
HP Photosmart C4580 All- in One Printer (Q8401B)
HP Photosmart C4480 All- in One Printer (Q8403B)
HP Photosmart C4472 All- in One Printer (Q8394B)
HP Photosmart C4485 All- in One Printer (Q8395B)
HP Deskjet D4363 Printer (CB703B)
HP Photosmart C4583 All- in One Printer (Q8401C)
HP Photosmart C4483 All- in One Printer (Q8403C)
HP Photosmart C4473 All- in One Printer (Q8393C)
*Manufacturing process between 1 May 2009 and 31 August 2009