The OEM has stated that it “should have done a better job of communicating” the update, and will “issue an optional firmware update” to remove the initial feature.
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”.
The OEM has now published a letter on its website, entitled ‘Dedicated to the best printing experience’ and written by COO Jon Flaxman, in which he explains that the OEM “should have done a better job of communicating about the authentication procedure to customers, and we apologise”. He added that “although only a small number of customers have been affected, one customer who has a poor experience is one too many”.
Flaxman points out that “it is important to understand that all third-party cartridges with original HP security chips continue to function properly”, but “as a remedy for the small number of affected customers”, the OEM will “issue an optional firmware update that will remove the dynamic security feature”, which it expects will “be ready within two weeks”. A “dedicated support centre” has also been set up for customers to contact the OEM at, with the email firstname.lastname@example.org.
In conclusion, Flaxman conceded again that “we commit to improving our communication so that customers understand our concerns about cloned and counterfeit supplies. Again, to our loyal customers who were affected, we apologise”.
The full article is available at The Recyler, click here for details.