Should Companies Have to Warn Buyers Their Product Only Works with "Genuine" Consumables?

GordonD on 02/08/2023 - 16:43
Last edited 02/08/2023 - 19:19

Had a Brother P-Touch label printer, a 1230PC, one that prints from my PC. I bought it years ago and hadn't used for a while. Got it out of the cupboard and tried to use it, but I got a "communications" error. So I assumed it was broken, and purchased a new one. A P-Touch P700. Only to get exactly the same error message when I tried to print.

The internet told me what that "error" message actually meant was that I was trying to use a "non-genuine" tape cartridge in it.

There's not even that obscure warning on the Brother labeller. They don't even have the honesty to tell you that's the problem in the error message. I see people like InkStation selling "compatible" tape cartridges, listing them as suitable for my P-Touch model. I now don't know whether I might be throwing more good money after bad, and wasting my time, if I buy some of them. Does anyone know? I thought Brother was pretty good with stuff like using "non-genuine" toners and ink.

(To really annoy me when I was already pretty annoyed, the Customer Contact Form on their web site doesn't work, preventing me from simply complaining, meaning their phone support got an earful of what I thought.)

Electrical & Electronics

Comments

  • sween64 on 02/08/2023 - 16:56
    +2

    Does the box or manual say genuine cartridge must be used?

    Unfortunately I think most people do realise the printers often require genuine cartridges. The industry is similar to pod based coffee machines. The machines are cheap to get you locked in and then the margins on the consumables are huge.

  • jugsy on 02/08/2023 - 16:57

    Best to assume everything is closed unless stated otherwise (ESPECIALLY with any kind of consumer printing)

  • bargain huntress on 02/08/2023 - 17:08
    +1

    I find the small businesses selling alternative cartridges etc are good with helping if you contact them

    They are usually aware of what the corporations are up to

    • GordonD on 02/08/2023 - 17:46
      +1

      I've emailed InkStation to ask whether they know for certain whether the "compatible" tape cartridges they sell will pass as being "genuine". But I have this niggling recollection that the new ones, still sealed up, that I'm getting the error from were originally purchased from them and put away ready for when the Brother tape cartridge ran out.

  • ihbh on 02/08/2023 - 18:08
    +2

    Say they did warn consumers and then some manufacturer develops a compatible toner, etc.

    Then some idiot will make a post about dishonest printer mfrs (third line forcing, etc.) and ask whether printer mfrs should warn consumers it works with non-genuine ones.

  • Ocker on 02/08/2023 - 18:19
    +6

    I though the ACCC ruled printer manufacturers and the like could not restrict the machines from accepting non-genuine consumables?
    for example: https://www.accc.gov.au/media-release/hp-to-compensate-print…

    • GordonD on 02/08/2023 - 18:25

      That is interesting. Thanks.

      I'm searching the Brother documentation for the P-Touch and haven't found any reference to the issue at all in it. Even the error message didn't acknowledge that it was related to use of a non-genuine tape cartridge. Wait, I found one. Not on the outside of the box. You have to open it, find the User's Guide, and go to the "general precautions" on the last page, and one of them says: "Use Brother TZe tapes with the P-Touch."

    • sween64 on 02/08/2023 - 19:13
      +2

      without being informed

      That’s the important part.

  • haemolysis on 02/08/2023 - 20:11
    +4

    There really aren’t any businesses as dodgy as printer manufacturers. Everything from completely falsified telemetry (ink is full, software says empty), putting chips/notches in their cartridges to make them incompatible with 3rd ink consumables, error messages are completely false, “diagnostics tools” which deliberately waste ink, and even printing unnecessary colour (eg cyan) on black print in order to run down coloured ink. Lately some have been so bold as to require subscription services which phone home to check for a subscription and disable the hardware if it’s been discontinued.

    It is truly madness. The ACCC have issued some slaps on the wrist, but they need to have some serious regulation. The practices are not just poor hardware, but they are deliberately deceitful and extortionate practices. And they’ve been getting away for decades.

    • chrisie on 02/08/2023 - 20:39

      Yes I totally agree with you in regards to printer manufacturers.

  • pharkurnell on 02/08/2023 - 21:17
    +1

    I thought everyone knew this was a thing these days…

  • Switchblade88 on 02/08/2023 - 21:24
    +4

    I'd be more annoyed at buying a replacement printer before troubleshooting an error code online.

    • GordonD on 06/08/2023 - 09:33

      I was. That taught me a lesson.

  • Drakesy on 02/08/2023 - 21:36
    +1

    I think it's more the non-genuine suppliers should warn customers that their consumables might not work with genuine products.

    Mind you the right to repair bill in America kind of had a win with the non genuine iphone cables/screens etc

  • eccaz on 02/08/2023 - 21:45
    +3

    No, they should not. How can a company give guarantees for technologies it has not tested?

    • haemolysis on 03/08/2023 - 18:07

      Well, the problem isn’t a “lack of guarantee” for third party consumables it’s more-so that printer manufacturers are ACTIVELY seeking to disable or deactivate them.

      That is to say: it’s not that the dodgy cartridge just did not work or meet quality standards… it’s that Brother has put in software to detect it and provide a (false) error message.

  • ChrisLevo on 03/08/2023 - 08:34

    FWIW, I have a Brother QL700 and it works fine with eBay labels.

    I know that it's a different printer, but it's a recent purchase and appears to use the same labels as yours.

  • Chandler on 03/08/2023 - 09:30
    +1

    I see people like InkStation selling "compatible" tape cartridges, listing them as suitable for my P-Touch model. I now don't know whether I might be throwing more good money after bad, and wasting my time, if I buy some of them.

    Wasting time, potentially, but as long as InkStation is a legit Australian business you wouldn't be throwing money. They've advertised it as compatible - if it doesn't work in your printer, you'd have every right to a full refund under ACL. If they're Australian, and not dodgy, you'll get your money back. If they're Australian, but dodgy, you'll probably need to fight to get your money back. And if they're not Australian, good luck!

    • GordonD on 06/08/2023 - 09:36

      I've contacted InkStation to get confirmation, one way or the other. They haven't responded. I did it in writing (email) so I've got proof of what they say.

  • pegaxs on 03/08/2023 - 10:14
    +3

    No. companies should not be allowed to even implement restrictions on consumables for their products. This is why we need stronger "right to repair" legislation that stops this kind of shit. It just creates waste when a new printer costs less than the cartridges.

    Stop supporting companies that use proprietary consumables in their products. Do your research online first. If people are complaining that XYZ printer from ABC Company require genuine parts and consumables… Buy something else.

  • thom on 10/08/2023 - 07:15

    @GordonD

    I've sent you a private message regarding your comments on this thread:
    www.ozbargain.com.au/node/690887

    I was hoping to speak with you further about your analysis.

    You should be able to see my message under
    'My Account', 'Messages'.

  • thom on 12/08/2023 - 10:36

    @GordonD I'm unsure if you were able to read the private message that I sent you. I was hoping to speak with you further about comments you made regarding a vehicle accident.

Login or Join to leave a comment
Login Join