The company sent out emails explaining to consumers that the update is only affecting a small proportion of printers.
UK retailer Cartridge People has recently explained to customers that although the HP Inc firmware update will affect some of their cartridges, the vast majority will still work, as only the HP Inc OfficeJet Pro 6820 and 6830 are experiencing difficulties.
It stated: “Whilst it’s true this update has caused HP printers to stop accepting compatible ink cartridges, this is the case for a very small number of machines. The reality is that in most instances you’ll be able to continue using your trusted compatible cartridges from Cartridge People without any issues whatsoever.”
The email goes on to explain that you should ring the company’s helpline if you receive an error message such as “cartridge problem”, “one or more cartridges are missing or damaged”, or “older generation cartridge”. Later in the email, the company adds: “We appreciate the high profile of the BBC article may have made you nervous about using compatibles but we can assure you there is little to worry about. We have over 15 years experience in the printing industry and back all of our compatible products.”
The Recycler first reported on the firmware update two weeks ago, and reported further complaints from the industry and consumers, with the OEM’s EU helpdesk claiming that it was “working on a solution” last week. The OEM told The Recycler at the start of last week that the printers affected “will continue to work with refilled or remanufactured cartridges with an Original HP security chip”.
Aftermarket companies have already responded to the update by noting their products still work after the update, including Static Control, 3T Supplies’ Peach division, LD Products and Pelikan.