Complaint Review: Lexmark International

Lexmark, and others, have included in their printer cartridges a feature that renders useless your printer when the cartridge runs low on ink. Filling the cartridge with a third party refill kit does not resolve the issue. The printer software and/or firmware reportedly monitors the amount of ink used and prohibits your printing (in color for example) unless the cartridge is replaced. Again, a re-fill kit is not an answer. Refilling the cartridge does not allow the "low-ink monitor's indicator" to re-set the software/firmware such that printing is accomplished.

Why does Lexmark and others include this feature? It is abundantly clear that they are trying to restrict use of their printers in a manner that causes their customers to use only Lexmark Cartridges. Calls to their corporate headquarters that I have made validate as that fact. They will not apparently offer options. You must purchase replacement cartridges and if they are not Lexmark Brand cartridges, their warranty is violated and no longer in effect.

Lexmark actually sells cartridges that ostensibly exclude the feature that prohibits the use of re-fill ink kits. It has been my experience that although such cartridges exist, they are not marketed in such a manner as to clearly suggest to the consumer that they may be re-filled.

Okay, so what's the rip-off? The rip-off is tantamount to Lexmark's robbing unsuspecting consumers of their money without the consumer realizing that he is being ripped off. Replacement cartridges from Lexmark cost nearly $30.00 or even more. Re-fill kits cost a fraction of that. Although cartridges may not be re-filled an indefinite number of times the cost savings of using re-fill kits is significant.

Although Lexmark's legal staff most likely places their corporate marketing strategies on the right side of the very very sharp edge of legality, corporate ethics are most certainly called into question. Others, (I have had similar issues with HP) adopt similar strategies that place healthy profits on the bottom line at any cost. But we as consumers should call into question the ethical issues embraced by corporate managers like those at Lexmark and make every attempt to get them to shift their strategies more in line with truly placing the consumer's needs and wants at the top of their priorities.

Connie
Cocoa Beach, Florida
U.S.A.