Printer firmware update email

[kez34]

Had an email yesterday stating that if I don't update printer firmware by 14th Nov 2020, my Instantink contract will terminate.

Just checked my printer and it tells me that every thing is up to date. I did not have to install anything. Machine is set to automatically update.

Checking the message boards, it seems that other customers are experiencing the same result, and no-one at HP seems to be able to advise what is happening.

Have these emails been sent to customers in error, or is it the case that my contract will terminate, even though my machine is telling me that everything is up-to-date?

[Dragon-Fur]

@kez34 

My first impression looking in from the outside is that if your printer meets the firmware requirements, you are good, printer is good, contract is good - all is good.

The fact that other people are writing in does not mean there is an actual problem.

It might mean that the email message content would benefit from a couple of succinct edits.

Honestly, I don't know that - and please do not post the email - private correspondence should always remain private.

So - Wat to do?

Sit on it - wait - assume you are OK until something bad actually happens to you.

What else?

I have again reported that this email campaign has ignited a storm of responses from those affected.

If there is an issue, OR or if an agent just wants to reassure you, you will hear back.

If you don't hear back, you are "good to go".

Thank you for participating in our HP Community.

We are a volunteer community workforce dedicated to supporting HP technology

Click Thumbs Up to say Thank You for the help.

If the answer helped resolve your issue, Click "Accept as Solution" .

[kez34]

Thank you for your reply. I appreciate it.

The email is absolutely clear, it states the printer firmware is out of date. If that is not the case, then, yes, it could have been worded far better.

I have no alternative but to wait and see what happens. 

The FAQs in the email suggest that if, at the appointed date, my printer is no longer able to use the Instant Ink service, I might like to by a new one that does! A cynical person would say that this is a marketing ploy to get customers to buy a new printer....

[Dragon-Fur]

@kez34 

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@kez34 wrote:

Thank you for your reply. I appreciate it.

<content removed>

The FAQs in the email suggest that if, at the appointed date, my printer is no longer able to use the Instant Ink service, I might like to by a new one that does! A cynical person would say that this is a marketing ploy to get customers to buy a new printer....

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You are welcome.

My Opinion - NOT to be considered HP policy or statements

It is likely less a "ploy" than a business decision.  At least part of the decision might be based on what it costs to continue to support certain models as compared to the return on that expenditure.   There are a dozen comparisons - each or none of which might make sense to you - and not one of which makes any difference.

HP is well aware that a certain percentage of those who might lose the service on one of the affected printer models will be outraged to the extent that they wash their hands of the entire company.  It is an unfortunate consequence of making hard choices.  Sometimes people are going to blame the company.

What to do?

Solution

You are doing it.  Wait and see.

While you wait, I suggest you find out whether you can purchase ink for your printer.

Should the contract be terminated for any reason, the Instant Ink cartridges do lock and stop working after a time.

What?  Fully disclosed in the contract - the customer does NOT own the Instant Ink cartridges.

Stay Safe.

Thank you for participating in our HP Community.

We are a volunteer community workforce dedicated to supporting HP technology

Click Thumbs Up to say Thank You for the help.

If the answer helped resolve your issue, Click "Accept as Solution" .

[kez34]

Thank you again for your reply.

I have checked and pinter cartridges are still available to buy for the HP 6970 Inkjet.

I will update this post when the due date has passed and let you know what happens.