October 10, 2016
HP Inc initially refused a refund on cartridges that didn’t fit a printer.
A UK charity based in Lancashire that has been helping the people of Nepal after last year’s earthquakes wrote to The Guardian for help, after it had bought an HP Inc printer and ink cartridges so that the “local villagers” did not have to make a “six hour bus ride to get papers and IDs scanned”, adding that this was “big hit” with the locals.
The problem came when they purchased cartridges from a supermarket worth £200 (€221/$248), which didn’t work in the Malaysian printer. The charity sent the cartridges back to HP Inc asking for a refund or an exchange of cartridges – however HP Inc “refused to respond” to letters and “phone calls”, so the charity wrote to The Guardian’s consumer pages for assistance.
The newspaper responded saying that in hindsight it would have been easier to return the cartridges to the supermarket: however HP Inc responded to the newspaper, and agreed to send a refund as well as “apologising for the delay”, which it said was “due to a misunderstanding”. The Guardian also suggested that HP Inc “might like” to send the charity a “few more cartridges” to help out, but “have not heard anything since”.
Categories : Around the Industry