M.G.

Feb 7, 2023

Very disappointing customer service

Reply to Internet-Ink's denial: I do not accept the company's denial. I sent several follow up emails, all of which were ignored. This was at the same time that my account was suspended. The company had ample opportunity to deal properly with me as a customer, and it failed to do so. It is only when my complaint was uploaded to Trustpilot that Internet-Ink appears motivated to provide a further response. As to the problem with the cartridges, Internet Ink told me that they disclaimed liability for cartridge incompatibility with printer firmware. In effect, the problem was mine: either I would have to find a way to reverse previous upgrades to my printer firmware or I would have to throw away my cartridges. The suggestion that I should now take this up with HP is unacceptable. There is nothing faulty with my printer, and Internet-Ink know it. As proof that they know it, Internet Ink provide software to downgrade firmware for PC users. However, that is no good for those unfortunate customers who own Macs. Instead, Internet Ink referred me to a link to firmware downgrades made available by a user on Reddit. However, if I downloaded from that source I would have to override the built in Mac security software, breach my HP warranty and take the risk of running software damaging my laptop or printer. Internet Ink have recently added a clause in their terms and conditions whereby they disclaim liability for cartridge incompatibility with printer firmware, and they include a slip of paper in the delivery of their products advising customers to turn off automatic firmware upgrades. However, when I bought my cartridges the warnings were less prominent, and the clause in their terms and conditions was not present. Despite this they refused to refund me or supply a replacement. Warnings on the side of printer cartridges are too late. They should be brought to the attention of the customer at the time of purchase otherwise they are ineffective, contractually (as in plain from the provisions of the Consumer Rights Act). I accept that compatible cartridge suppliers cannot future proof their products when the likes of HP write firmware updates to prevent these cartridges from working. However, the unsuspecting customer needs to be advised of the problem at the time of purchase, and if the supplier refuses to take responsibility this must be made clear at the time of purchase. It is clear that Internet-Ink have tightened their terms and have made efforts to make warnings more prominent, but this was not the case when I bought their cartridges. I received very poor customer service from Internet Ink over this purchase. There is at least one of Internet Ink’s competitors that has a non quibble policy of refunding customers whose cartridges do not work. It is definitely worth shopping around for suppliers who take their contractual responsibilities seriously. Original Trust Pilot post: Very disappointing customer service. I bought three HP compatible colour cartridges in April 2022. When I tried to use them in January 2023 the printer refused to print and rejected the cartridges as being a non-genuine HP product. I raised this with Internet-Ink. This led to an exchange of emails, and initially they were responsive to my emails, but when I pressed the company for more information they completely cut me off and ignored my emails. At this time my account was suspended, and I was unable to access my account online. I sought an explanation for the suspension of my account, but none was given. I specifically warned them that in the absence of hearing from them I would have to assume that they deliberately suspended my account for reasons connected with my complaint. They never reverted to me with an alternative explanation. This is appalling customer service, and not the behaviour of a reputable organisation that shows any respect for its customers