HP's regionalised printers - "Gripe warning"

This is a bit of an alert in case anyone is considering buying a HP colour printer.

Not so long ago I purchased a HP Photosmart D7160 from one of the major office supply retailers. When it came to replacing one of the ink cartridges recently I came across a rather astonishing problem that took some time to resolve. It seems HP have regionalised their ink cartridges, much like DVDs, to prevent unauthorised international trading of them. Having done this, they supplied me with a printer set for Malaysia and some starter cartridges suitable for that region, even though I purchased it here in Britain. The retailer knew nothing of this when I told them the ink cartridges were rejected by the printer, nor could I find it mentioned on HP's website or in the product documentation. I finally got an answer by calling their help line and had to do some quite convoluted 'reprogramming' of the printer. This involved, amongst other things, holding down several keys and simultaneously clicking on a secret area of the printer software screen and entering in several sets of numbers to reconfigure it for the UK so that I could use HP cartridges sold in this region.

Upon asking do they think this is how customers should be treated, the HP help desk person finally and reluctantly offered that higher management had been informed of the issue but I wasn't offered an apology for the inconvenience caused. I later telephoned the retailer who were going to ask HP about the issue. I can't be the only person affected by this and it amazes me that having let this happen no effort is made to notify customers, in fact the reverse seems to be the case. Clearly registering a product is only for the marketing departments benefit. I'll be rather reluctant to buy HP again, more because of their attitude than anything else.

Having said all that, I'd like to hear from people who are happy with their home printers. Hopefully this sort of thing is rare.

Thanks for the heads-up as I was about to purchase 20 HP machines later today for the office.

I will now go and purchased the Epson printers like I wanted to as this will allow me to explain to my MD that they are not that great, as he still belives all their stuff is made in the STATES and living in Canada we should support the North America (free-trade deal) which they have not made in over 18 yrs according to my information.

Glad it was of help.

really good to know - thanks for the info.

Wonder which manufacturers will be next to do this?

I for one hope that Zanussi don't somehow prevent Spanish washing powder/liquid from working in a UK washing machine

This could get really silly. Just wait until George gets back on Sunday.

I too bought a HP D7160 from a major UK supplier. I had exactly the same problem. The printer I bought was actually zoned for Africa; although the packaging was for a European zone.
I spent one 40 minute session on HPs Technical Chat Room and then two separate, approx 40 minutes interactive sessions, on the phone to technicians.
I had to take Holiday in order to coincide with their technical phone line opening hours.
HP did send me a free set of cartridges.
I understand that HP have decided to regionalise their printers into four different World Zones. Obviously it stops cross-border cartridge trading, but it is a real pain if they sell you the wrong printer, in the correct box.

If I fill my car with Diesel in Spain I wonder if it will still run

if it normally runs on petrol you could be in trouble

Hope Pentax doesn't regionalise the K mount to prevent cheap imports from Hong Kong

Well, its back to the drawing board for me, too. I was waiting for the release of the D7460 before buying one since this is the only printer that fits my requirement (cheap and network ready) as a basic colour printer and emergency photo printer.

I wonder how many sales this policy will cost them?

I feel a letter to the MD coming on - not that it would make much difference - but if lots of people wrote in (regardless of whether or not you want HP) then it might have some effect.