HP Inc.: Difference between revisions
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'''{{wplink|HP Inc.}}''' is an American multinational information technology company formed in 2015 as a successor to the {{wplink|Hewlett-Packard}} company founded in 1939 by {{wplink|Bill Hewlett}} and {{wplink|David Packard}}. | '''{{wplink|HP Inc.}}''' is an American multinational information technology company formed in 2015 as a successor to the {{wplink|Hewlett-Packard}} company founded in 1939 by {{wplink|Bill Hewlett}} and {{wplink|David Packard}}. | ||
==HP | ==HP Sub-Brands== | ||
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<nowiki>*</nowiki> HP Anyware was acquired in 2021 along with [[wikipedia:Teradici|Teradici]].<ref>{{Cite web |date=27 Jul 2021 |title=HP Inc. to Acquire Teradici |url=https://www.hp.com/us-en/newsroom/press-releases/2021/hp-inc-to-acquire-teradici.html |url-status=live |access-date=15 Mar 2025 |website=[[HP]]}}</ref> | <nowiki>*</nowiki> HP Anyware was acquired in 2021 along with [[wikipedia:Teradici|Teradici]].<ref>{{Cite web |date=27 Jul 2021 |title=HP Inc. to Acquire Teradici |url=https://www.hp.com/us-en/newsroom/press-releases/2021/hp-inc-to-acquire-teradici.html |url-status=live |access-date=15 Mar 2025 |website=[[HP]]}}</ref> | ||
==Consumer | ==Consumer Impact Summary== | ||
HP has implemented several controversial policies and practices that negatively impact consumers: | HP has implemented several controversial policies and practices that negatively impact consumers: | ||
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==Controversies== | ==Controversies== | ||
===HP | ===HP Adds 15 Minutes to All Customer Service Phone Calls=== | ||
{{Main|HP adds 15 minutes to all customer service phone calls}} | {{Main|HP adds 15 minutes to all customer service phone calls}} | ||
In February 2025, HP Inc. instituted a policy to artificially force all consumer PC & print customers to wait a minimum of 15 minutes when calling support. This policy pushes the callers towards the cheaper online support channels, an operation which HP Inc. calls influencing "customers to increase their adoption of digital self-solve".<ref>{{Cite web |last=Kunert |first=Paul |date=20 Feb 2025 |title=HP deliberately adds 15 minutes waiting time for telephone support calls |url=https://www.theregister.com/2025/02/20/hp_deliberately_adds_15_minutes/ |url-status=live |access-date=15 Mar 2025 |website=The Register}}</ref> | In February 2025, HP Inc. instituted a policy to artificially force all consumer PC & print customers to wait a minimum of 15 minutes when calling support. This policy pushes the callers towards the cheaper online support channels, an operation which HP Inc. calls influencing "customers to increase their adoption of digital self-solve".<ref>{{Cite web |last=Kunert |first=Paul |date=20 Feb 2025 |title=HP deliberately adds 15 minutes waiting time for telephone support calls |url=https://www.theregister.com/2025/02/20/hp_deliberately_adds_15_minutes/ |url-status=live |access-date=15 Mar 2025 |website=The Register}}</ref> | ||
===Ink | ===Ink Required to Scan and Fax=== | ||
{{Main|HP Printers Ink Requirements Controversy}} | {{Main|HP Printers Ink Requirements Controversy}} | ||
To use the scanning and faxing feature on some HP all-in-one printers, all cartridges must not be too low on ink. | To use the scanning and faxing feature on some HP all-in-one printers, all cartridges must not be too low on ink. | ||
===Account | ===Account Required to Scan=== | ||
To use the scanning feature on some HP printers, both the HP app and a HP account are required, at times even an internet connection is also required.{{citation needed}} | To use the scanning feature on some HP printers, both the HP app and a HP account are required, at times even an internet connection is also required.{{citation needed}} | ||
An alternative would be to use Windows' in-built scan feature (albeit rudimentary, it should suffice for basic scanning) or 3rd party software / program such as [https://www.naps2.com/ NAPS2] (a free and open source software). | An alternative would be to use Windows' in-built scan feature (albeit rudimentary, it should suffice for basic scanning) or 3rd party software / program such as [https://www.naps2.com/ NAPS2] (a free and open-source software). | ||
===Firmware | ===Firmware Updates Stop HP Printers from Working (Errors 79 and 49)=== | ||
An over-the-air update for some HP printer products (DeskJets and LaserJets) with network capabilities caused errors 79 and 49 to be shown on the user interface of these devices, | An over-the-air update for some HP printer products (DeskJets and LaserJets) with network capabilities caused errors 79 and 49 to be shown on the user interface of these devices, soft-locking the printers. In some instances, these faulty updates were not avoidable, because the "update" prompt had to be accepted to access the printer again. First reports of this showed up in public around October 2022.<ref>{{Cite web |last=Born |first=Günter |date=17 Nov 2022 |access-date=15 Mar 2025 |title=Okt. 2022 Firmware-Update macht HP-Drucker mit Error 49 oder 79 unbrauchbar |url=https://www.borncity.com/blog/2022/11/17/okt-2022-firmware-update-macht-hp-drucker-mit-service-error-49-unbrauchbar/ |website=Borns IT- und Windows-Blog |language=de}}</ref> | ||
<ref>{{Cite web |last=guenni |date=17 Nov 2022 |access-date=15 Mar 2025 |title=Oct. 2022 Firmware update bricks HP printer with Error 49 or 79 |url=https://borncity.com/win/2022/11/17/oct-2022-firmware-update-bricks-hp-printer-with-error-49-or-79/ |website=Born's Tech and Windows World}}</ref> | <ref>{{Cite web |last=guenni |date=17 Nov 2022 |access-date=15 Mar 2025 |title=Oct. 2022 Firmware update bricks HP printer with Error 49 or 79 |url=https://borncity.com/win/2022/11/17/oct-2022-firmware-update-bricks-hp-printer-with-error-49-or-79/ |website=Born's Tech and Windows World}}</ref> | ||
In some cases, the devices could be recovered,<ref>{{Cite web |date=15 Nov 2022 |title=Color LaserJet Pro MFP-M281fdw shows 49 Service Error after firmware update from 20th October |url=https://h30434.www3.hp.com/t5/Printing-Errors-or-Lights-Stuck-Print-Jobs/Color-LaserJet-Pro-MFP-M281fdw-shows-49-Service-Error-after/m-p/8540292/highlight/true#M962703 |url-status=live |access-date=15 Mar 2025 |website=[[HP]]}}</ref> but for an unknown | In some cases, the devices could be recovered,<ref>{{Cite web |date=15 Nov 2022 |title=Color LaserJet Pro MFP-M281fdw shows 49 Service Error after firmware update from 20th October |url=https://h30434.www3.hp.com/t5/Printing-Errors-or-Lights-Stuck-Print-Jobs/Color-LaserJet-Pro-MFP-M281fdw-shows-49-Service-Error-after/m-p/8540292/highlight/true#M962703 |url-status=live |access-date=15 Mar 2025 |website=[[HP]]}}</ref> but for an unknown number of users, no official nor unofficial fix was applicable. This effectively led to bricked devices that had to be replaced, often times but not always, right after the warranty period had ended. | ||
===HP | ===HP Locks Printers if There Is a Failed Subscription Payment=== | ||
HP is known to push its average customer to its HP Instant-Ink subscription. If a monthly charge for the service fails to approve, the customer's printer will lock up with "Account Issues". An example can be found [https://www.reddit.com/r/mildlyinfuriating/comments/w9pjhp/hp_has_turned_their_printers_into_ransom_devices/ here] . The issue is usually to resolve a failed monthly charge. An additional example can be found [https://h30434.www3.hp.com/t5/Printers-Archive-Read-Only/ERROR-quot-A-problem-has-occurred-with-your-HP-account-and/td-p/8159470 here] . The user "koteol" finds that this is the exact problem with his printer and paying them the ($2.09) for the failed payment resolves the issue and unlocks the error from the printer. | HP is known to push its average customer to its HP Instant-Ink subscription. If a monthly charge for the service fails to approve, the customer's printer will lock up with "Account Issues". An example can be found [https://www.reddit.com/r/mildlyinfuriating/comments/w9pjhp/hp_has_turned_their_printers_into_ransom_devices/ here] . The issue is usually to resolve a failed monthly charge. An additional example can be found [https://h30434.www3.hp.com/t5/Printers-Archive-Read-Only/ERROR-quot-A-problem-has-occurred-with-your-HP-account-and/td-p/8159470 here] . The user "koteol" finds that this is the exact problem with his printer and paying them the ($2.09) for the failed payment resolves the issue and unlocks the error from the printer. | ||
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In 2019, the International Imaging Technology Council (IITC) filed a complaint against HP over new firmware that shuts off their printers upon detecting a non-HP cartridge.<ref>{{Cite web |last=Gibbons |first=David |date=2019-10-06 |title=Complaint Filed Over HP Firmware Lockout |url=https://www.rtmworld.com/news/complaint-filed-over-hp-firmware-lockout/ |url-status=live |access-date=2025-08-21 |website=RTM World}}</ref> HP lists their affected devices as compliant with the Electronic Product Environmental Assessment Tool (EPEAT); however, one of the key provisions for devices to be given this ecolabel requires the manufacturer to "[a]llow use of non-manufacturer cartridges and non-manufacturer containers". The IITC claimed that these firmware lockouts were "outrageous" and that "[HP] shouldn't get to claim to adhere to a higher environmental standard" since recycled and remanufactured cartridges brick the devices. | In 2019, the International Imaging Technology Council (IITC) filed a complaint against HP over new firmware that shuts off their printers upon detecting a non-HP cartridge.<ref>{{Cite web |last=Gibbons |first=David |date=2019-10-06 |title=Complaint Filed Over HP Firmware Lockout |url=https://www.rtmworld.com/news/complaint-filed-over-hp-firmware-lockout/ |url-status=live |access-date=2025-08-21 |website=RTM World}}</ref> HP lists their affected devices as compliant with the Electronic Product Environmental Assessment Tool (EPEAT); however, one of the key provisions for devices to be given this ecolabel requires the manufacturer to "[a]llow use of non-manufacturer cartridges and non-manufacturer containers". The IITC claimed that these firmware lockouts were "outrageous" and that "[HP] shouldn't get to claim to adhere to a higher environmental standard" since recycled and remanufactured cartridges brick the devices. | ||
On May 22, 2023, the IITC brought forward another complaint against HP for preventing the use of third-party ink cartridges while also claiming to be EPEAT-compliant.<ref>{{Cite web |first= |date=2023-05-23 |title=Int’l Imaging Technology Council Brings Another Complaint Against HP Inc. over Firmware and Greenwashing |url=https://i-itc.org/intl-imaging-technology-council-brings-another-complaint-against-hp-inc-over-firmware-and-greenwashing/ |url-status=live |access-date=2025-08-21 |website=International Imaging Technology Council}}</ref> The IITC accused HP of violating the same provision | On May 22, 2023, the IITC brought forward another complaint against HP for preventing the use of third-party ink cartridges while also claiming to be EPEAT-compliant.<ref>{{Cite web |first= |date=2023-05-23 |title=Int’l Imaging Technology Council Brings Another Complaint Against HP Inc. over Firmware and Greenwashing |url=https://i-itc.org/intl-imaging-technology-council-brings-another-complaint-against-hp-inc-over-firmware-and-greenwashing/ |url-status=live |access-date=2025-08-21 |website=International Imaging Technology Council}}</ref> The IITC accused HP of violating the same provision as the last complaint which prohibits this. HP's datasheet for their OfficeJet Pro 9015e All-in-One printer labeled the product as EPEAT Silver compliant, while also claiming that it requires the "exclusive use of Original HP Ink cartridges for the life of the printer" as well as stating that "Cartridges using a non-HP chip may not function or may cease to function."<ref>{{Cite web |first= |title=HP OfficeJet Pro 9015e All-in-One Printer |url=https://www8.hp.com/h20195/v2/GetDocument.aspx?docname=4aa7-8770enuc |url-status=live |access-date=2025-08-21 |website=www8.hp.com}}</ref> The IITC accused HP of greenwashing and asked the Global Electronics Council to review the EPEAT registrations for all of HP's HP+ and Dynamic Security printers. | ||
==Products/Services== | ==Products/Services== | ||