The color mix in a small portion of HP 93, 136, 854 (C9361) and 75, 141, and 861 (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.
Potentially affected cartridges have Warranty Ends dates between 2011/05/01 and 2011/08/31 (see figure 1 below).
Figure 1: Warranty Ends date (in form YYYY/MM/DD)
As a worldwide leader in imaging and printing, HP is committed to delivering outstanding quality and reliability to our customers. Recently, we discovered that the color mix in a small portion of select HP tri-color inkjet cartridges was incorrect with some color 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 purchasers may receive fewer pages than HP intended.
In Asia Pacific/Japan, only two types of cartridges were potentially affected (sold by different model numbers in different regions/countries). In those regions, HP is offering customers who purchased those cartridges warranty replacements. Potentially affected cartridges include the HP 75, HP 93, HP 136, HP 141, HP 854 and HP 861 with the “Warranty End” date that falls between May 1, 2011 and August 31, 2011, which can be found printed on the HP print cartridge (Note: See table at the end of document with breakdown by country/region). Additionally, a small number of cartridges that shipped with HP Deskjet D4360 Printer series and HP Photosmart C4500 and C4400 All-in-One Printers series in this timeframe were potentially impacted.
Customers can call a country-specific HP Support number to validate whether they purchased an impacted cartridge and/or to determine the nearest replacement center. Locate the phone number from the following table:
|Country||Customer Care Hotline|
|Australia||1300 721 147|
|China||800 810 3888|
|Hong Kong||2802 4098|
|India||1800 425 7737|
|Indonesia||+62 21 350 3408|
|Malaysia||1 800 88 8588|
|New Zealand||0800 441 147|
|Philippines||+63 2 867 3551|
|Taiwan||02 8722 8000|
|Thailand||+66 2 353 9000|
|Vietnam||+84 8 823 4530|
Question and Answer
Q: Which HP cartridges are potentially impacted?
A: Original HP 93, 136, 854 (C9361) and 75, 141, and 861 (CB337) Tri-color Ink Cartridges with the “Warranty End” date that falls between May 1, 2011 and August 31, 2011, which can be found on the HP print cartridge. Additionally, a small number of cartridges that shipped with HP Deskjet D4360 Printer series and HP Photosmart C4500 and C4400 All-in-One Printer series in this timeframe were potentially impacted.
See diagram for location of warranty date.
See diagram for location of warranty date:
Figure 2: Warranty Ends date (in form YYYY/MM/DD) and “Y”
Figure 3: “L25” or “L26”
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 HP Deskjet D4360 Printer series and HP Photosmart C4500 and C4400 All-in-One Printer series in this timeframe were potentially impacted.
Q: Can I continue to use these cartridges in my printer?
A: Yes, customers can continue to use their cartridges as they will produce the same superior print quality expected from Original HP supplies.
Q: What was wrong with these cartridges?
A: A manufacturing process error resulted in these cartridges receiving a different ink fill mix of the three colors than intended.
Q: How did HP discover the issue?
A: HP conducts rigorous 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 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 these impacted cartridges?
A: Yes, HP has stopped shipping the potentially impacted cartridges. However, it is likely that some of these cartridges may still be available on store shelves. For those that purchase one of these cartridges, 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.