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Poor Print Quality or Leaking Toner Issue Statement

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HP Issue Statement

HP Customer Information

September 2008
As the worldwide leader in imaging and printing, HP is committed to driving the development of user-friendly printing technologies and products. Vigorous tests under standardized operating conditions are an integral part of HP's R&D efforts and strict quality control procedures.

Statement Situation

Recently, we discovered that some cartridges for the HP Color LaserJet CP1515n/CP1518ni Printer series, HP Color LaserJet CP1215 and HP Color LaserJet CM1312 MFP series were experiencing issues with internal cartridge components resulting in unacceptable print quality. However, the engineering team has developed and implemented a solution. If customers experience this problem, they can return any affected cartridges under their existing warranty. Please visit www.hp.com/support to determine the appropriate return options for your region.

Customer Response

If you experience this issue HP will replace the impacted cartridge as a warranty return. If there is toner in the printer that can not be easily be cleaned, the printer can be returned to where it was purchased or through HP’s warranty systems.

Questions/Answers

How will I know if I have a problem with my cartridge?

If you are experiencing this issue using the affected cartridges (CB540A, CB541A, CB542A, CB543A) it will likely occur upon the start up of the printer or the installation of a new cartridge. The printer/cartridges may make an abnormal noise (some describe this as squeaking or a grinding noise) and the print quality will be unacceptable – likely a full page of color or excessive streaking. In extreme cases the blade can be ripped off the cartridge and be found inside the printer. In some instances, toner may leak into the printer.

Will my printer be damaged by the use of an affected cartridge?

If there is significant amount of toner in the printer that can not be easily cleaned out the printer can be returned to where it was purchased... If it has been over 30 days since the customer purchased the printer, the printer can be replaced as a warranty return along with the impacted cartridge. The cartridges that are not impacted should be retained by the customer as the replacement printer will not include new cartridges.

What is HP doing to fix this problem?

The HP engineering team developed and implemented a solution. HP has resumed shipping the printers (HP Color LaserJet CP1515n/CP1518ni Printer series, HP Color LaserJet CP1215, HP Color LaserJet CM1312 MFP series) and cartridges (CB540A, CB541A, CB542A, CB543A). Any customers with affected cartridges can return these cartridges for replacement under the terms of cartridge warranty. Please visit www.hp.com/support to determine the appropriate return options for your region.