To actively protect customers, HP is fighting back counterfeiting
and fraudulent marketing with the dedicated HP anti-counterfeiting
In the printing supplies market, an increasing number of
illegitimate businesses dealing in objectionable LaserJet and inkjet
print cartridges have developed around the world over the past years.
In various fraudulent ways used, refilled or remanufactured* print
cartridges are represented to be original HP products or authorised by
HP, when this is not accurate.
Users may experience a variety of problems with these fake products,
e.g. substandard print quality and printer downtime due to damage by
inferior counterfeit supplies.
Often, unauthorised goods are dealt in by telemarketers, who
represent themselves misleadingly as an HP person or as having some
sort of an association with HP or its products or services. In some
cases, fraudulent dealers use anonymous internet areas to sell fake
products with fraudulent intent to directly pass them off as genuine HP
products or even manage to infiltrate unsuspecting resellers and retail
With the extensive HP anti-counterfeiting programme, HP vigorously
defends the quality and reliability of its printing supplies and its
trademarks and actively protects customers from being cheated by
illegal scheming. To that end, HP customers are urged to report any
suspicious cases using the reporting processes of the programme.
Counterfeits expose customers to various risks
The better part of counterfeit printing supplies originates in Asia
and increasingly in Eastern Europe from where the fakes are distributed
all over the world before they are sold to customers. When it comes to
printing supplies for HP printing systems, users should be aware that
they, in fact, run several risks with counterfeit LaserJet and inkjet
print cartridges: while genuine HP print cartridges offer superior
printing quality and extremely low failure rates, users may experience
a variety of problems with counterfeit supplies, ranging from
substandard print quality, printer downtime due to damage by inferior
counterfeit supplies, to bearing the costs of repairing the printer
damaged by such counterfeit supplies.
In addition, customers may end up paying the same price for an
inferior office supply, because they don't notice it's counterfeit. In
contrast to various other fake products which are indeed offered at
significantly lower sales prices compared to originals on the market,
counterfeit printing supplies are mostly dealt in at similar prices as
the genuine products.
When customers should become suspicious
For customers, it is important to recognise counterfeit print
cartridges and fraudulent marketing in order to protect themselves and
others by informing HP about their suspicions. There are some typical
indicators for counterfeiting and fraudulent marketing which occur
Indicators for counterfeit print cartridges:
- Poor and/or inconsistent print quality
- Noticeably increased print failure rates
- Packaging is not original, appears to have been used before or tampered with.
- Missing or fake HP security label on boxes of HP LaserJet and/or HP inkjet print cartridges
- Toner or ink is found inside the print cartridge box, print
cartridges are covered with toner dust or ink or leak inside the
- Pull tabs of LaserJet print cartridges are different to those found on original HP products.
- The price seems too good to be true compared with usual HP print cartridge pricing in the market.
Indicators for fraudulent marketing:
- As HP does not sell supplies directly to consumers through
telemarketing, watch out if a telemarketer contacts you, even though he
might represent himself as an .HP. person or as having some sort of an
association with HP or its products or services.
- Free offers are made followed by a requirement to pay for extras like processing fees or shipping and handling charges.
- Any insistence on ordering now to beat the price increase,
grab a special offer about to expire or reserve the last few remaining
- Any telemarketing offers to send someone over to pick up payment or insistence on cash-on-delivery shipment
- Unwillingness displayed by a telemarketer to provide bank or customer reference numbers
- Internet or e-mail offers that incorporate any of these indicators
How to avoid becoming a victim of fraudulent activity
HP customers should watch out for the indicators set out above.
Also, the following guidelines should be kept in mind so as to avoid
buying counterfeit LaserJet or inkjet print cartridges:
- Do business only with companies you already know or that have been
recommended to you from a trusted source (if necessary, seek prior
- If you suspect you have purchased counterfeit or other
unauthorised products, contact HP immediately without telling the
trader you got the goods from about your suspicions or trying to return
the products to them. (see reporting channels below)
- Check products and product packaging features against the
most common indicators for counterfeiting on HP's special
anti-counterfeiting web site.
- Don't be too quick in giving out information on your office equipment.
- Don't assume a caller is representing a legitimate business
simply because of apparent familiarity with your background or firm.
- Don't let the offer of an immediate prize or give-away influence your sound business judgment.
How to report to the HP anti-counterfeiting programme
For effective action against counterfeiting and fraudulent marketing
incidents, direct information from HP customers is very important. HP
will investigate the reported leads of alleged counterfeit products and
fraudulent marketing activities and take appropriate follow-up rights
Customers who come across a suspected case of counterfeit or
otherwise illegitimate LaserJet or inkjet print cartridges or have been
contacted by dubious sales persons or telemarketers are urged to
contact HP by telephone hotline or e-mail:
For further information, please see the HP anti-counterfeiting web site at www.hp.com/go/anticounterfeit.
After a suspicious case is reported, HP will action an investigation
if this is the appropriate thing to do. This is so HP can ultimately
decide what legal steps (criminal or civil) need to be taken against
the suspect. As this process must be coordinated with anti-fraud
consultants and as many aspects have to be kept confidential, the
person who reported the suspicious case is unlikely to get feedback
until the whole case is finished. That said, HP will address all
appropriate suspicious cases of counterfeiting and fraudulent marketing
that are reported.