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inkproducts.com -Buyers beware - terrible customer service

Discussion in 'Non OEM Ink & Cartridge Suppliers' started by pcprinter, Dec 12, 2016.

  1. Dec 12, 2016
    pcprinter

    pcprinter Newbie to Printing

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    Hello all,

    Sorry for making this my first post, but this just happened this morning and I have to let it out before I forget...

    I purchased one of the CIS (ink delivery system) products for an HP 4620 (arrived 12-7-16) and the black ink leaked all over the inside of my printer.

    I contacted the company and the support person told me "I've been doing this for 20 years and there is no way it could have leaked". He walked me through several identifying issues that may have caused the problem but none were visible as he described

    I kept trying to explain to him that I know how to snap a cartridge into a printer (I heard it snap and I redid it 4 times)

    He told me to return the item and if he found it not to be a problem he would return it. I told him I do not want the same product back but wanted a new product as the one I have is obviously defective.

    He started to yell at me over the phone again telling me the "20 years" crap and would not refund my money or replace the product.

    I've been in I.T. for over 35 years from programming to Director of I.T. for an international company and I am not idiot - I know how to snap a printer cartridge into place and then some!

    This company does not understand customer service, are very rude and do not warranty their products

    Buyers beware and stay away from these products

    Read their BBB reviews and Yelp reviews before buying anything from this company
     
  2. Dec 12, 2016
    tjk

    tjk Printing Apprentice

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    Thanks for the update. I was going to buy a CIS from them for my Epson machines, until I spent 10 minutes doing a Google search and decided to not buy anything from these guys! They have a horrible online reputation, surprised they are able to stay in business.

    If you don't get a proper refund, I would just do a charge-back on your credit card and let him fight with the bank. See how much they care about his "20 years" of experience.
     
    pcprinter, Roy Sletcher and The Hat like this.
  3. Dec 12, 2016
    The Hat

    The Hat Printer VIP Moderator

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    Hi @pcprinter and welcome, its unfortunate you choose to bad mouth an ink seller with your very first post, but when something like this happens, it is perfectly understandable.

    Now the CISS system is not a complicated piece equipment, but saying that, it must be installed correctly otherwise they have a very big tendency to go horribly wrong as you have found out through your own experience.

    Once installed, they usually work perfectly well for a period and then they begin to have problems, but as to why your black ink leaked out, that is up for questioning.

    There are only two reasons why a CISS will leak, one can be caused by a tubing becoming detached from the reservoir bottle/from the cartridge top itself or two, that the cartridge was not locked in place securely enough, causing it to pop out of position silently, once the cartridges started to vibrate when under movement.

    The Inkproducts guy was more and likely right about his CISS product, but that still does not excuse his bad manners, and you been associated with computers does not mean you know anything about printers, they are a completely different breed of animal to anything in IT.

    It might sound like I am agreeing with the Inkproducts guy, but I most certainly am not, I could never recommend purchasing anything from Inkproducts to anyone on either side of the pond.

    Now that you have to remove the CISS system from your printer to clean it, take this opportunity to search for some compatible carts/inks or use your OEM cartridges, but dump the CISS and find a more reputable supplier next time.

    We can still help you with any problems you may have cleaning up the mess and get you back printing again as quickly as possible, but please remember we’re not here to criticise only help you...
     
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  4. Dec 12, 2016
    pcprinter

    pcprinter Newbie to Printing

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    Hi there

    I can tell you from experience and having installed printer cartridges for many many years, this piece of garbage was installed correctly - the support person as well agreed.

    So, if I installed it correctly and the support person failed to identify improper installation - the product must be defective. No other cartridge (there are 4 with this printer) leaked - only the black.

    There were no holes in the tubes, HOWEVER when you examine the bottom of the cartridges all other colors were round and looked to fit property (I did not measure the circumference of the holes or ports to verify this as I wasn't interested in wasting any more time debugging someones product) but the black was oblong which lead me to believe it was defective.

    The problem then becomes not taking responsibility for their defective product.

    Just because someone has done something for a given amount of time (take me for example) doesn't mean they are infallible. Even I, after many many years in I.T. have made mistakes.

    The difference is I own up to them, learn by them and move on - this company wants to put blame on the customer and not take responsibility that their product may have a defect!

    Thanks for your response and I look forward to find recommendations for other alternatives on this forum
     
  5. Dec 12, 2016
    pcprinter

    pcprinter Newbie to Printing

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    Hi tjk,

    Yes, glad you saved yourself time and headache.

    Read the BBB (Better Business Bureau ) website for complaints as well as reviews posted by others with similar results and issues as mine

    Best of luck
     
  6. Dec 12, 2016
    PeterBJ

    PeterBJ Printer Master Platinum Printer Member

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    I checked the HP Officejet 4620 and it uses the ink cartridges type 564 in US and the similar type 364 in EU. These cartridges are very similar to some Canon single ink cartridges. They use the same contact type interface cartridge/printhead. This interface is not very suitable for CIS systems, normally CIS systems are not recommended for Canon printers with this type of cartridge/printhead interface. Some Epson printers use a spigot type interface which is much more suitable for CIS systems.

    I have a couple of HP printers using the EU version of the cartridges, and the ink outlets are round for all cartridges, see this:

    HP364-564 bottom.jpg

    So was the supplied black CIS cartridge a wrong type?
     
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  7. Dec 13, 2016
    pcprinter

    pcprinter Newbie to Printing

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    Hello PetterBJ,

    Yes, notice the oblong dispenser/contact point of the black cartridge - the other cartridge contact were round, but the black looked like your image.
     
  8. Dec 13, 2016
    akramjef

    akramjef Getting Fingers Dirty

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    check the rubber seal of the print head, Hp CISS usually come with extra thick rubber seal to replace the existing one. and make sure that the ink bottles are in level with the printer.
     
  9. Jan 12, 2017
    Greatwhitewing

    Greatwhitewing Getting Fingers Dirty

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    Thanks for sharing your experience. Good CS goes a long way in my book.
    I had a wheel bearing replaced once and my CV boot was torn in the process and the joint failed really fast and the mechanic wouldn't even consider he was responsible, I was willing to work with him. We had words and he lost a lot of business. Not the same as a printer but illustrates the point though.
    I also had a problem years ago with a CIS from a popular company and again his canned reply was it HAD to be my fault. He won't get my business anymore either. Maybe it was but taking some time a little courtesy goes a long way.

    Welcome to the forum, I am quite new here myself
     
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