HP Photosmart C4485 All-in-One Printer support
Ink Cartridge Fill Issue
The color mix in a small portion of HP 342, 136 (C9361) and 141, and 351 (CB337) Tri-color Ink Cartridges is incorrect, with some color chambers being over filled and the balance under filled. Print quality is not affected, but depending upon individual use, a small number of purchasers may receive fewer pages than HP intended.
Affected cartridges have Warranty Ends dates between 2011/05/01 and 2011/08/31 (see Figure 1 below).
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 or www.hp.com/eur/colourinkinfo .
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:
Note: Please reference cartridge characteristics only, do not use packaging information or warranty dates to validate issue.
Q: Are some of these cartridges shipped with new printers as well? Which printer models are affected?
A: A small number of cartridges that shipped with the HP Deskjet D4360 Printer series and the HP Photosmart C4500 and C4400 All-in-One Printer series in this timeframe were also impacted.
Q: Can I continue to use these cartridges in my printer?
A: Yes, customers can continue to use their cartridges, as they will still produce the same superior quality and reliability expected from Original HP supplies.
Q: What was wrong with these cartridges?
A: A manufacturing process error resulted in the affected cartridges receiving an incorrect mix of the three ink fill colours.
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.
Q: How will HP ensure that this problem doesn’t occur in the future?
A: HP has made corrections to its manufacturing ink fill processes to ensure this issue does not reoccur.
Q: Was this a region-specific issue?
A: No. This issue was linked to specific, identified cartridges but was not region-specific.
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)
- HP 136 Tri-colour Inkjet Print Cartridges (C9361HE)
- HP 141 Tri-colour Inkjet Print Cartridges (CB337HE
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
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