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Beware: Opting in can hijack your printer

Kurt Knutsson391.5K views

HP is a household name when it comes to printers, but the company employs questionable practices to maximize profits. Much like Apple, HP aims to create a closed ecosystem, forcing you to use only its ink with its printers—especially if you opt into HP+.

Recently, I was at my inlaws’ home and signed up for HP+ for them through the app, only to discover that once you accept, the printer firmware is updated permanently. There’s no way to undo it, and you’re locked into using HP ink cartridges to print anything.

It straight-up blocked me from printing on my inlaws’ printer because they were using third-party cartridges. Below, I get into the whole saga about HP+, how I wasted hours trying to find a workaround, only to learn there’s no way out, and how HP has been hit with multiple lawsuits over this.

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Credit: HP

 

What is HP+ and why you may want to avoid it

HP+ is an optional service available with select HP printers. It’s free and offers cloud connectivity, an extended warranty, and more. In HP’s own words, “HP+ is an innovative smart printing system that comes with select HP printers. It offers several benefits, including up to three months of free Instant Ink with compatible printers.”

It might sound harmless initially, but when you dig into the details, you’ll find that the subscription blocks you from using ink other than HP’s. Plus, it requires a constant internet connection just to work. HP+ was introduced in 2020, with the HP LaserJet M200 Series and the HP OfficeJet Pro 8000e and 9000e series being among the first supported printers.

Credit: HP

 

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Once you install HP+ is there a way to reverse or opt out?

The best solution is to avoid signing up for HP+ in the first place, but unfortunately, that wasn’t an option for me. So, I called customer support, hoping to find a solution. However, even after spending over an hour on the phone, I didn’t get one. The customer service rep told me that once you sign up, there’s no turning back. They then said the only option to fix what had been done and allow my inlaws to return to using their 3rd party cartridges is to send them back the printer. 

On a related note, normally, you can use any brand’s ink with your printer, which makes things easier and more affordable since you can choose ink that fits your budget. A while back, I wrote a guide about the cheapest printer ink and how to make cartridges last longer. You might want to check it out to get the most out of your printer.

Back to my story.  HP told me they were willing to replace my printer with a new one (without HP+), but I’d have to cover the shipping costs.  As another option they said they’d send me four HP cartridges—just once, though—so it’s not exactly a long-term fix.  We opted for the four HP cartridges for the time being while we consider replacing the printer with an entirely other brand. 

What a headache.

Credit: HP

 

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The HP printer ink issue is now in court

HP+ hasn’t just been a headache for me—many others have had issues, too, and some even took HP to court. One lawsuit filed by Mobile Emergency Housing Corp., Performance Automotive & Tire Center, and David Justin Lynch has reached a settlement in principle, and HP is working on finalizing the agreement.

The lawsuit claimed that HP pushed a software update to its printers, making them incompatible with other brands’ ink cartridges. It is looking to represent anyone nationwide who had an HP Color LaserJet Pro M254, HP Color LaserJet Pro MFP M280, HP Color LaserJet Pro MFP M281, or any other model affected by HP malware transmissions, reported Top Class Actions.

Another lawsuit, which kicked off in January, makes a similar claim. It focuses on a firmware update from late 2022 to early 2023 that allegedly disabled printers if non-HP cartridges were used.

We reached out to HP for a response to our article but did not hear back before our deadline.

Credit: HP

 

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Kurt’s key takeaway

The HP+ service just doesn’t make sense to me as a consumer, and it won’t to anyone else who values their money. If I can get the same ink for cheaper, or if I already have third-party ink on hand, why would I spend extra cash on HP-branded ink? If I’m paying for the printer hardware, I should be able to use it however I want, not as the company dictates. As a word of caution, avoid signing up for HP+ if you’re looking for more choices in ink options.

Do you think printer manufacturers should have the right to restrict which ink cartridges you use, or should that choice be up to the consumer? Let us know in the comments below. 

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39 comments

Garridon August 28, 2024 - 3:36 am
I bought an HP printer a number of years ago. I'm not a big printer user, so I had it for about a year. Within a month of purchase, the printer started giving me printer head errors. Sometimes when I turned it off and back on, the error went away--but it came back. Eventually the print head error stayed on and I couldn't print. Bizarre. Since it was a new printer, I hunted around online and discovered the error was really common. HP's solution that everyone reported--for a new printer--was the replace it with one they'd fixed. Which, people also reported, soon got the same error. I bought a different brand, but I didn't know you could use non-brand ink cartridges. So much has been made of damaging your printer. Obviously no longer true.
Joe August 28, 2024 - 10:32 am
Epson does the same scam. I disabled (auto) firmware update. I found however you can also reverse it and "reset printer firmware to factory defaults" (Do online search) with and without the help of the vendor!
Bert August 28, 2024 - 12:37 pm
EPSON does the same
Millie F August 29, 2024 - 5:25 am
Happened to me. It would not print off line. Went on vacation and turned it off and it took forever to get it to print once turned on. Their “print doctor “ is worthless and it stated it no longer supported my computer. When my credit card got hacked, it was impossible to find how to change the card. Impossible to talk to a human. When I got email support, they were rude. When I replaced the printer and cancelled “instant ink”, another rude email about don’t dare try to use printer after last date of the extra month they charged me anyway. Will never buy any HP product again!
Gordo M. August 29, 2024 - 5:47 am
Consumers who have purchased all printer brands that “force” you to purchase their brand’s ink should all be named in class action suits. Alternatively, buy printer brands that do not do this.
Wayne O. August 29, 2024 - 5:50 am
I used a Canon laser printer for work, printing reports, property tax records and MLS home sales. If I had been using the "genuine" Canon toner instead of off brand my print cost would have been through the roof!
Duane W. August 29, 2024 - 5:57 am
Disclosure seems to be the violation. User convenience and quality assurance favor HP+. I subscribe to both cartridges and paper auto delivery. I like it. HP monitoring measures my consumption of both, so I never go shopping or run out. Not all third party products meet HP specs. Ink viscosity and drying agents as well as dust residue from cheap paper can degrade functionality and impair print quality and longevity. Its HP’s products and reputation they need to protect. Consumers however should be informed of these issues and given choice about warranty extensions as a reward for dedication to manufacturers paper and ink. In closing HP is wrong to alter firmware without disclosure of consequence and choice w/reward. I favor support , convenience, reliability. I was unaware however that firmware changes had blocked alternative suppliers.
Bobby R August 29, 2024 - 6:00 am
I'm unsure if this is the same thing, but I have an older HP Office Jet Pro 6978. Because I live in a rural area, I signed up for HP Ink - where they see my ink levels, and when they are low, they mail me ink cartridges. I find this very convenient, instead of driving to a faraway location that has the ink cartridges. I've had no issues with this service.
Graham J. August 31, 2024 - 11:31 am
I’m a pretty heavy user and I use HP+ and I have to say I’m pretty pleased with it, printer ink turns up reliably and the print quality is good too. So no problem with HP+, and it’s good value as you use it more, just upgrade and downgrade the plan as necessary. Returns are free for recycling, nothing not to like. I’ve had an issue with a recurring error message which I solved eventually, but could HP PLEASE make the paper tray less fragile feeling.
Joel H. August 29, 2024 - 6:15 am
I made the same mistake you did, I also tried to get out of HP+ and got the same run around you did. I have bought HP printers for myself and a business for more than 30 years but never again. I gave my last mistake to a young guy who wanted to take it apart to see the insides. He got more use out of that printer than I did. I bought a different brand and now I can purchase the cartridges that I want. BE VERY CAREFUL IF YOU BUY AN HP PRINTER!!
Susan August 29, 2024 - 6:25 am
But Epson hid it in the firmware updates! One day my 3rd party ink cartridges didn't work anymore and I could not figure out a way around it. I'm going to try to reset to factory defaults per Joe 's post.
Annette B. August 29, 2024 - 6:33 am
I have used HP for years without any problems. I use HP Instant Ink, receive it through the mail when my ink is low, send back used cartridges at no cost and pay a lot less than I was when buying from other vendors. Perhaps I am in the minority concerning no issues.
John August 29, 2024 - 6:49 am
The Epson expression 15000 printer will recognize that the cartridge is a third-party product and will not print forcing you to use their cartridges. Maybe the best idea is to buy a printer whose cartridges can be re-filled with ink rather than new cartridges....
Manny August 30, 2024 - 4:06 pm
I think there is a potential problem with ink in general. HP and others make huge profits from their ink cartridges, so much so that they could probably afford to almost give away the printers. However, what we don't know, is what the QA issues are with the ink (and paper) as was mentioned by one responder. Plus, cartridges are limited as to how many refills they will take. Plus they can leak if reused; I ruined one printer completely this way by taking the cartridge to Costco for refills (they have long ago discontinued this service). They said that they used HP ink, but I could not verify that. My current HP model is the HP ENVY Pro 6458 bought at Costco. It has a persistent problem of not turning itself off occasionally when the on-off switch is pressed necessitating pulling the plug. I've reported it, but HP has not sent out a fix, and probably never will. There have been issues with restoring wi-fi capability when lost, plus I would never recommend this series of printer which has a panoply of light patterns to indicate errors instead of a touch screen. Stay away from it.
Tina B. August 29, 2024 - 6:57 am
Unfortunately, I signed up for this service before seeing your article. When I had to get a new credit card due to a fraud alert, the printer quit working until I put the new credit info into the system! So sorry I signed up.
Dave D August 29, 2024 - 7:35 am
I had an Epson that quit working after my office got a mesh wifi system...I had to use a printer cable with it. Inconvenient, so I bought an HP. A year later the office upgraded and I took my HP home. I have no wifi at home, and the printer told me I had to connect or I couldn't print. Then I went online to HP and they confirmed it....even if I bought more HP ink! I now have a Canon Pixma that, so far, is doing fine.
Richard O. August 29, 2024 - 7:38 am
I have lost 2 printers so far but when I check the ratings on other printers as well as the last one I bought , none are worth the money !!
Mary S. August 29, 2024 - 7:44 am
Glad to have read your article on HP+. I only wish I had read it before I signed up for it. I do not think companies should be able to make you use their product when there is a wide variety available. I’m glad HP is being sued.
Anthony C. August 29, 2024 - 8:25 am
I have a HP officejet 3830. I have had it for 9 years. I took the cartridge replacement deal. I get to use 50 sheets of printing a month for $5.40 a month. When my ink runs low, they notify me that a new cartridge is on the way. One or two issues along the way, but nothing that's happening to the new ones. I'm either lucky I have an older model or it has not affected me yet.
Jesus G. August 29, 2024 - 8:43 am
After finding it, with an HP ( original ) cartridge bought at walmart, as replacement, I decided to trash the HP printer… I mean broke it and trash , instead of being slaved to them.
Mari August 29, 2024 - 8:52 am
I had signed up for HP+ after purchasing my printer. I used it for a few years. Initially! I didn’t print much. As time went by, I began to print more statements, recipes, etc. what I didn’t like about HP+ was that the additional fee after I had gone over my page limit. At that point, it wasn’t cost effective. I cancelled my subscription. Not all off brand ink worked well, so I mainly still use HP ink. At least I am not restricted to their plan and no one is dictating how I can use my printer. I do not recommend using HP+.
Susan C. August 29, 2024 - 9:04 am
I have an HP printer I am using the very expensive HP ink, halfway through printing a page a get a message telling me That the printer stopped functioning, I can cancel or try again. Sometimes it completes the page other times it runes a streak if all the colors down the page. I have had this printer at least 5 years need all the updates, but don’t know what other printer would be good to replace it with. It came with an hp system that can print, scan, fax & such.
Dana August 29, 2024 - 9:07 am
I unfortunately signed up in 2020 and I get "50 pages" a month (that are supposed to rollover) for a $5 fee. they sold it as convenience. I tried to get out of it but I cannot as you stated. I "downgraded" to fewer pages per month for less money but once you hit that number I believe is 20 there is no rollover and you have to pay per page. That given month I did have a lot to print off. I had to upgrade back to the 50 pages per month as they said my rollover was no longer any good when I downgraded It is a scam. I do not use the printer that often, but I feel stuck. I am not surprised that I will receive a class action notice and will probably get a whopping $1.25 in the settlement.
Rand C. August 29, 2024 - 10:15 am
I had an HP printer that within a year the nozzles dried up because I didn't print that much. I bought a Brother laser printer about 8yrs ago no color but I have NEVER had a problem. I will never buy a printer that isn't a laser. These companies are unethical and lack any integrity
John August 29, 2024 - 11:11 am
This reminds me of the HP Vs. Datagate case from the 80's. HP has been trying to hamstring the owner's rights to repair in much the same way that Microsoft destroyed it's competition. Ethics went away from HP when Bill & Dave left the company. To bad, it used to be the creative power house of technology. I was proud to have been a part of it. Today I'd buy almost anything else.
Frank D. August 29, 2024 - 11:47 am
It’s as if when you bought an automobile, the gasoline-producing company could force you to use only their brand of gas. Ridiculous!
Roxanne M. August 29, 2024 - 11:59 am
I have HP+, so far my only problem has been HP being upset with me when I killed the power during a 3 week cruise. We have too many power outages and brownouts to leave my little printer home alone with no one to monitor. Honestly, I would buy HP ink as I have had issues with generic brands exploding inside my printer. The convenience is worth the monthly 10 bucks.
Mark August 29, 2024 - 1:46 pm
What about the printers (eco tanks)? that use bottles of ink for refills? No way the printer can know what brand of ink it is.
Frances S. August 29, 2024 - 1:49 pm
Yikes! Thanks for this valuable info! I have two HP Laser Jet printers. One is newer and when I was offered HP+ I thought about it for 3 seconds and declined. Something just didn't sound right about it. Boy, was I right? I'm so glad I didn't accept. The printer gives me enough trouble just being wireless. I don't like anything where we have to have it connected to the internet or have it on all the time, which is why we don't have satellite TV or cable or even a smart TV, but that is another story! Keep the important tips coming. If it wasn't for newsletter such as yours, we'd never know anything about Data breaches and such.
Bill A. August 29, 2024 - 1:59 pm
The same is true for Brother printers. It did that after the latest firmware update that was automatic. Does anyone know if there is a similar lawsuit against Brother. If so, i would join it!
Dan August 29, 2024 - 3:12 pm
Not using this service but my HP MFP M283fdw color laser uses chipped toner cartridges. In order to use third party toner you must break the chip out of the original cartridge and mount it on the replacement. It works but you lose some features such as the supply levels remaining. I constantly get low supply warnings and the printer will wait until the warning is clicked away before it will print.
Brad August 29, 2024 - 3:18 pm
Ink is to the printer as razor blades are to the razor. If HP wants to force you to use their ink, they have every right to, but the consumer should know this before purchase. A subscrption service like HP+ should not leave your printer in a different state than it was before without disclosure. That is as ridiculous as the Disney claim that someone could not sue over the wrongful death of his wife because he agreed to arbitration in the fine print of a free Disney+ streaming trial. Not all inks are equal, some will mess up your printer. They all dry out and clog the print heads if you don't use them regularly, especially color, since most people use more black than all the other colors combined.
Jon S August 29, 2024 - 5:49 pm
Several years ago, I took my empty HP cartridges to an We Fill Ink Cartridges shop. I was told that the cartridges had an expiration date built into the firmware. I would be able to do the refill, but once the E-date was reached, the printer would stop working even though they were HP cartridges. Is a built-in E-date common knowledge, or was my leg being pulled or ??? From what I've read here about HP, it certainly seems plausible.
Gloria B. August 29, 2024 - 7:08 pm
Wish I’d seen this 3 days ago. Now I’m worried. We just got our printer yesterday in one of HP’s all-in-one plans. It seemed like a good deal. Our old printer of 7 yrs needed replacement. I’ve had instant ink for that one for a couple of years and was satisfied with the service. It was $5 a month so even after a year it would still be less than what one of their cartridges cost. This plan includes ink when needed and I prefer HP ink anyway. It also comes with 24/7 support or replacement if needed for any problem. So fingers crossed. I hope it lasts as long as our old printer did.
Wonda H. August 30, 2024 - 5:42 am
I battled with HP for almost a year. I was paying monthly, but when the ink got low, I ask for new cartridges and was told that I had sufficient ink. It was Christmas and I was about to print my Christmas cards. They finally sent me ink but after the first of the year, I dropped my subscription to HP+. Of course, those new cartridges would not work. I did buy new HP cartridges then, but when they ran out, I was determined HP would not get another penny from me. New HP cartridges would have cost me $34. I used that money to buy a Canon printer and threw the HP printer in the garbage where it belonged.
Mark August 30, 2024 - 5:57 am
Sad, but the reality is that it is the industry, not just HP. I have a useless Epson 5 color printer/copier/fax. One color needed replacement. Not only will it not let me print in black or copy in black, amazingly I cannot ever send a fax until I change the colr cartridge. Swore off Epson and bought HP. Now what? There are Brother printer owners with bad experiences that swear off them too. We are trapped by the industry playing follow the leader. For the amount of time I use my printer I have no problem using a quality ink. If you buy a new car you don't want to put french fry grease in the tank...but at least you have the right to. Voiding your warranty of course, as it should be.
Robert H. September 15, 2024 - 1:22 pm
Same happened to me. And, HP had removed the original firmware from their website. However, I found it elsewhere, reinstalled the original firmware, and disabled the automatic update. I'll never buy another HP again. In fact, I just got a very nice Brother printer instead.
Jim D. September 19, 2024 - 5:50 am
I signed up for the HP Instant Ink program and it’s been good, but I am unsure about the rollover feature if you do not use all the print pages in a previous month. I thought the rollover would be a good thing, but now I am not so sure since I don’t seem to benefit from them as first thought. I thought I would cancel my subscription, but when I tried I was warned that my ink cartridges would no longer work after the end of my current billing cycle. I was advised I would have to replace them with standard HP ink cartridges. Since the cartridges were relatively new, I decided to keep the subscription and change the plan to a higher level of my print pages per month.
Robert A. October 22, 2024 - 12:11 pm
I just go to kinkos now, not worth the headaches
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