Revert to original firmware for OfficeJet 6978 so non-HP ink can be used or else new class action

[vl_lawloffice]

HP, without my permission, downloaded a firmware change onto my OfficeJet 6978 which blocks non-HP ink cartridges.  When I bought this printer, I was not forewarned that someday it would work with only HP cartridges. By placing this change, without my consent, onto my printer, HP has created a monopoly for itself in which it is the sole supplier of ink. This is an unfair and deceptive trade practice within the Ohio Consumer Sales Practices Act and Federal Trade Commission Act.  HP has been sued before in a class action over its practices of installing firmware changes to block non-HP cartridges, for example, Mobile Emergency Housing Corp v. HP Inc., C.D. Cal. No. 5:20-cv-09157 (settlement pending).  That lawsuit does not cover OfficeJet 6978. I see many others have complained about this problem with OfficeJet 6978, so the issue is ripe for a new class action over OfficeJet 6978.  If HP does not immediately provide me with a solution which allows me to use non-HP cartridges and never again installs a firmware upgrade without my informed express consent, a new class action lawsuit will be filed forthwith.  Informed consent in this context means that HP must inform me of all the implications of installing the firmware, including possible limitations on printer functionality that the firmware could cause.

[Kuroi_Kenshi]

Hi @vl_lawloffice,

Welcome to the HP Support Community! 

Thank you for sharing your concerns. I completely understand how frustrating it can be when something that used to work suddenly no longer does, especially when it feels like you weren’t in control of the change. We're here to support you and help clarify the situation.

While HP printers are designed to work with HP original ink and toner cartridges, we understand that some customers may choose to use third-party or refilled cartridges. However, HP cannot guarantee the quality, reliability, or performance of non-HP or refilled cartridges, as they have not been tested or validated by HP. These cartridges may also pose risks such as leaks, print quality issues, or even damage to printer hardware.

To help customers avoid counterfeit or potentially harmful products, HP has implemented the HP Anti-Counterfeiting and Fraud Program, which offers education and resources on how to identify and source authentic HP supplies. You can visit www.hp.com/go/anticounterfeit for more information.

Our firmware updates are primarily aimed at enhancing security and protecting the printer system, which includes preventing potentially harmful or unauthorized alterations. That said, your feedback is truly important, and we want to make sure your concerns are heard and properly addressed.

Could you please share your case ID (if available) and product details with us? Any sensitive information, like your HP unit's serial number or product number, share it via private message! 

To access your private messages, simply click the private message icon on the upper right corner of your HP Support Community profile, next to your profile name. 

You can use this link as well: 

Private Messages - HP Support Community

Looking forward to helping you get this resolved

Best regards,

[vl_lawloffice]

Update: I exchanged a few private message with Kuroi_Kenshi.  In the last message on April 21, 2025, that person said "Given the circumstances and the fact that the firmware cannot be rolled back through standard procedures, I recommend visiting your nearest HP Authorized Service Center. Our technicians there will be better equipped to inspect the printer physically and provide the most effective solution, whether it’s a firmware-level intervention or an appropriate replacement."  The message contained a link supposedly to a list of HP Authorized Service Center, but the link does not work.   On April 21, 2025, I told Kuroi_Kenshi that the link does not work and I have received no response yet.

I tried looking up a HP Authorized Service Center on https://support.hp.com/us-en/help/service-center, but that site gave me severely outdated information. It provided only two service centers in my area, and when I tried calling them, none of those telephone numbers were for a service center for OfficeJet Pro printers.  

[vl_lawloffice]

Send this message to your U.S. legal team. I am giving you HP one final chance to fix this issue before I file a lawsuit against you.  If you do not fix this within 48 hours of this message, you will be sued. Uploading a firmware change that intentionally breaks some of the functionality of my printer is an unfair and deceptive trade practice.

[zoey7886]

Hi @vl_lawloffice, 

@Kuroi_Kenshi is unavailable right now, but I'm here and I'd love to help you

We understand your frustration and apologize for any inconvenience you've experienced.

Regarding the firmware update, we want to clarify that our primary concern is ensuring the quality and reliability of our products. The use of non-HP cartridges may potentially damage the printhead, which is why our firmware may have restrictions in place.

However, we value our customers and want to resolve this issue amicably. We're willing to explore options to address your concerns. If you're willing to confirm if your contact information on the Case ID you've shared (if you haven't shared it yet, please do it now) is accurate in a private message to us, we can have this escalated to the next level, and they maybe able to help you out.

Regards,