How to exchange a new HP ink cartridges in Singapore or do a firmware downgrade for Printer?

[StephenSG]

I just bought 4 new genuine Magenta, Cyan, Yellow and Black HP ink cartridges from Courts Mega Store in Singapore and have been having cartridge problems. Upon days of troubleshooting and reading online, I realised the issues could actually have come from the updated firmware. My new set of cartridges' chips seem to be recognised and registered by the printer as counterfeit cartridges. Troubleshooting with Technical Support Engineer leads to a hardware fault which I do not agree.I need some experience user's advise to move on.

Printer Model:

• HP Officejet Pro 8600 Plus e-All-in-One Printer - N911g

Ink cartridges:

• warranty ends 2020.

Ink Cartridges Model:

• Magenta 951 XL CN047AA
• Cyan 951 XL CN046AA
• Yellow 951 XL CN046AA
• Cyan 951 XL CN048AA
• Black 950 XL CN045AA

Status with the new ink cartridges.

- bought, opened and installed about 4 days ago.

I did some tests myself and together with the HP technical support engineer and the results are stated below.

Results of testings:

Test 1

Installed all 4  OLD ink cartridges. M, C and Y are recognised and declared all empty (true) and K left some ink (true). Printer progress to 'preparing printer' mode and  could hear 'pumping' noise getting printer ready but printer did not allow any printing due to depleted colour cartridges.

Test 2

Installed 3 NEW (M, C & Y) and 1 OLD (K) ink cartridges. M, C and Y are all not recognised and declared as damage cartridges. And K left some ink (true). Printer did not enter into 'preparing printer' mode. Only showed Cartridge Problem M, C & Y errors.

Test 3

Installed 3 OLD (M, C & Y) and 1 NEW (K) ink cartridges. Only K is not recognised and declared as damage cartridges. M, C and Y are showed as low ink cartridge. Printer did not enter into 'preparing printer' mode. Only showed Cartridge Problem M, C & Y errors.

Test 4

Installed only NEW K ink cartridges. Printer ink cartridge missing message requesting for M, C & Y to be installed. 

Installed only NEW Y ink cartridges. Printer ink cartridge missing message requesting for M, C & K to be installed. 

Installed only NEW C ink cartridges. Printer ink cartridge missing message requesting for M, Y & K to be installed. 

Installed only NEW M ink cartridges. Printer ink cartridge missing message requesting for C, Y & K to be installed. 

Test 5

Installed only OLD K ink cartridges. Printer ink cartridge missing message requesting for M, C & Y to be installed. 

Installed only OLD Y ink cartridges. Printer ink cartridge missing message requesting for M, C & K to be installed. 

Installed only OLD C ink cartridges. Printer ink cartridge missing message requesting for M, Y & K to be installed. 

Installed only OLD M ink cartridges. Printer ink cartridge missing message requesting for C, Y & K to be installed. 

Conclusion

Technical Support Engineer based on the test results of 4 and 5, concluded that hardware printer head is faulty. She requested me to go for either a replacement of hardware or gets a new printer.  I just paid SGD 222.60 for the new cartridges and spent 4 days trying to fix this issue which is causing lots of inconveniences to me. Technical Support number wasn't working yesterday too.

Her diagnose isn't wrong based on only test results of 4 and 5. But test results 1, 2 & 3 eliminates that it is not a hardware printer head issue. The Engineer wasn't given test results 1, 2 & 3 as troubleshooting guidelines and therefore she couldn't agree with me. The printer is working but not able to print due to depleted ink cartridges. It seems to me that it is a software/firmware issue. Also, if you google, you will find that the firmware updates has caused many consumers to having cartridges issues. The history shows that it is not the first time that HP printer's firmware is causing similar ink cartridges issues. 

What I need

• A firmware downgrade instructions. Which there are non, no?
• An official email for me to exchange for a new set of ink cartridges as it is still under 90 days warranty period. However, the Technical Support Engineer said that in order to go for an exchange, the customer service will most likely request for the same diagnostic test 3 & 4 and concluded that it is a hardware printer head fault. But my test results 1, 2 & 3 showed that it is not hardware issue, my test are probably not in their troubleshooting guidelines and therefore, they cannot agree with me, no?
• Courts Mega Store will not handle exchanges like this as they will usually ask you to get back to manufacturer for warranty issues. Plus, the silly side of me to trust HP some much that I dumped my purchased receipt away. 
• What can I do now? Spent another SGD 300-500 for a new printer and dump this whole well full functioning printer plus the SGD 222.60 ink cartridges and never buys a HP printer again since the firmware is always going to create problem with consumers?

[ShlomiL]

Hi,

Please see below thread, I suspect it would cause due to similar reasons:

https://h30434.www3.hp.com/t5/Inkjet-Printing/Incompatible-ink-cartridge-on-8600plus/m-p/7158306#M80...

Can you see Z40 zone listed on the cartridges for the Asia Pacific or may you see any other zone?

Can you see your printer set to Z40 as expected, or may get locked on any other zone due to previously using cartridges intended for another country (e.g. ordering online, etc.)

Please let me know,

Shlomi

[StephenSG]

Hi Shlomi,

Thanks for replying! 

Yes, cartridges are z40 APAC region and I have not seen where to set region on printer. I still believe the issue rises when printer firmware updates when I connects printer to internet and accepted it. A quick fix is to downgrade the printer firmware. Not referring to resetting to default. The technical support engineer asked me if the printer is for consumer or business use when I request for a firmware downgrade. Seems service provided is biased. Home office is not business?

Now, I am upset with needing to spent extra money to getting a new printer, new ink cartridges and departing with my favourite good working printer. Also, I am holding on to a set of pricey useless cartridges. It just feels dump and annoying 😞

Regards,

StephenS

[StephenSG]

Hi Roseee,

Do you know how to downgrade firmware from the printer or through a connected laptop? Is there a guide to that?

[ShlomiL]

Hi StephenS,

You cannot downgrade a firmware, however, according my previous post which zone can you see listed for your printer under Supported? is it Z40 or any other value (see the post in the linked thread with the shown pictures..

If it do listed as any other region than Z40, therefore it reject the cartridges, for a such you would need to contact HP Support as instructed, a support representative will set your printer to your correct zone.

Shlomi