Adaptive Ink Questionable support Littleton, Colorado

Yes, most ink cartridges have chips (Smart Chips) on them, but Jerry’s coffee cup analogy and understanding of the HP 940/940XL cartridge and its chip is somewhat incorrect and misleading. I must respond in an attempt to clarify the actual number and educate the consumer.



Using Jerry’s coffee cup analogy, I will try to breakdown the cost, and describe the chip, ink level reset, and even Adaptive Ink’s ink quality.



Cost

You would like 4 cups of coffee. You order and pay for the 4 cups upfront, at a discounted price than is 75% less than if you purchased the 4 cups one at a time. However, you don’t want your coffee to get cold while you are drinking it, so you ask the waiter to initially bring you 1 cup. Then, very discreetly, the waiter keeps your cup filled as you are drinking it (without

interrupting you), until you have finished the entire 4 cups you originally ordered. And when you are ready for 4 more cups in the future, you repeat the process, prepaying for 4 cups once again at the deeply discounted price.



In a similar fashion to the continuously refilled coffee cup mentioned above (for grins, let’s call it a “CRCC”), there are 400 milliliters (400mL) total ink volume in an Adaptive Ink Mini-Pro CISS, as compared to 97mL total ink volume (16mL each color & 49mL black) in a set of HP 940XL OEM cartridges. The cost of an Adaptive Ink Mini-Pro CISS on the website is $114.95

and a set of 940XL cartridges can cost between $95.00 (Amazon) and $131.00 (HP store). This means that, through Adaptive Ink’s Mini-Pro CISS, you receive four times the volume of ink for approximately the same cost as a single OEM

cartridge set. This saves you at least 75% on your ink costs. And with the Pro-Series CISSs Adaptive Ink sells, the savings is even greater!



Chip

Jerry is correct that his HP 940 cartridge chips are now  part of his purchased Adaptive Ink CISS and his system is transferring the ink from the external ink reservoirs (protected, sealed ink bags) to the cartridges, and to the print heads. Jerry’s printer’s software is telling him there is 70% ink remaining. However, Jerry (like many consumers) is misinterpreting what this “estimated ink level” is displaying. The chip has no way of knowing how much ink is actually in the cartridges … and I can prove it.



Here’s the proof: (I challenge Jerry, and anyone to do this simple experiment.)

1. Take two of the same 940 or 940XL cartridges of the same color: one near empty (make sure the black rubber bladder on the cartridge has NOT sucked in, and note the ink level), and one brand new cartridge.






2. With a marker, put an “X” on the near empty one (in two places, on the cartridge shell and on the bottom).






3. Cut the cartridge labels and unsnap the bottoms from the two cartridges.






4. Now swap the bottoms to the alternate cartridges, by snapping the shells and bottoms together.






5. Place the full cartridge (without “X”) and the bottom (with “X”) in your printer.

Result: The “full cartridge” reads the same level as the near empty one.



6.  Remove the previous cartridge and place the near empty cartridge (with “X”) and the bottom

     (without “X”) in your printer.



Result: The near empty cartridge now reads full!



Conclusion: The chip DOES NOT monitor the ink level inside the cartridges. All the chip does is count down to zero and reports this counting down to the printer’s software. Using the ISO/IEC 24711 standard the “estimated” ink volume is displayed. The ink level display even says, and I quote: “Estimated ink level, actual levels may vary.”



Printer manufacturers used to be able to disable printing when their Smart Chips calculated the cartridge was “empty”. I’m sure many of you have seen this in the past. You took out the cartridge only to discover that you could still feel ink inside the cartridge.



Next, third-party manufacturer’s started making Auto-resettable chips known as ARC chips. A few years ago, the printer

manufacturers lost a class-action lawsuit that now prevents them from disabling printers when they “estimate” the cartridge is empty. The HP series 8000, 8500, and 8500a series of printers have Smart Chips that DO NOT expire, and as far as

anyone can predict never will. Since they do not expire, there is no incentive for third-party ARC chip manufactures to make one for these series of printers.



Ink Level Reset

Since there are no ARC chips for the 940/940XL cartridges, and the Smart Chips cannot be reset using a chip resetter, the ink levels on your printer display(s) will not “reset”, whether you choose to refill the ink cartridge or use an Adaptive Ink CISS. The only time the ink level WILL reset, is when you put in a brand new OEM cartridge. However, as we have calculated above, it

is less expensive using an Adaptive Ink CISS than purchasing OEM cartridges.



Adaptive Ink’s Ink Quality

Adaptive Ink uses OEM-Equivalent inks that are produced by a USA leader in specialty ink technology that is a leading supplier to the major OEM inkjet printer market.



Troubleshooting for HP 8500/8500a Printers

When the smart chip countdown begins to get low, you will see the following messages as the printer’s software estimates each cartridge is running low and depleted on ink:



Warming Up… (First message that scrolls across the display screen)

“The original HP ink in the following cartridge has been depleted: Color [X]. Information about ink levels will not be available. Press ► for more information.”

• Press the forward arrow (►) to the right of the OK button.

Warming Up… (Second message that scrolls across the display screen)

“Printer failure or damage attributed to the use of non-HP or refilled ink cartridge will not be covered under warranty. Replace ink cartridge or press OK to continue.”

• Press the OK button.

Note: The ink level graphic on the printer’s display or the software ink level graphic are “Estimated ink levels. Actual levels may vary.” The symbol or character above each ink level represents:

• A check mark (√) = The ink level is estimated above 10% remaining.






• An exclamation mark (!) = The ink level is estimated below 10% remaining.






• A Red Box with an X, or a Question mark (?) = The cartridge ink pump hassucked-in (ink is completely depleted).

The Ink level bar is the remaining smart chip countdown graphically estimating the ink level of its cartridge.



How do I (actually we) know all this…WE ARE Adaptive Ink.



To Jerry’s point of Adaptive Ink “not knowing or not telling” the answer to his question, we ask and direct all customers to view our website with our VERY extensive FAQ page. (The FAQ page was initially live circa June 2010). While only Jerry can know what he personally considers to be ethical, we can assure you we have thousands of customers in tens of countries that are very satisfied with our products and our service. I am sure you will concede that we are far from the only business on the planet to use a voicemail service, in order to take phone messages while on the factory floor. However, our customers (and Jerry, we include you in this) actually have to leave a voicemail message as requested in order for us to know that they have called and what they are calling about. (We think this is a reasonable request, don’t you?) Add to this that we are saving our customers at least 75% of their consumable ink costs, and you can see why most people are very eager to do business with us. We may not be perfect all the time, but who is? Rest assured that we are always striving to provide the best current product line (and future products in development) for the consumer who we agree IS being exploited by the OEM ink price.



So in the end Jerry is advising you, the consumer, to purchase ink that is at least 75% more expensive, simply to punish Adaptive Ink for not answering a question to his satisfaction or perhaps level of understanding … a question that was already responded to in detail on our website at the time. I don’t know about you, but as a business person I don’t allow personal feelings to sway my opinion enough to pay 75% more for an item. You, the consumer reading this, simply must decide for yourself if buying ink is a business matter for you, or a way to participate in Jerry’s personal vendetta. Adaptive Ink has confidence that you will make the right decision.

I have to concur with Jerry in that Adaptive Ink provides TERRIBLE customer service.  They are quick to answer calls and emails in order to get your money, but when their system destroys your printer, they will ignore you.

I purchased their most expensive 'Pro' system for my HP8500 printer.  Let me start by saying that I LOVE the idea of this system and I really, truly wished that it would have worked.  However, immediately after arrival the problems began.

One of the color lines came with excessive air bubbles in the bladder/lines.  This took out a printhead right away.  Also, the cartridge for the color had some kind of manufacturing defect (which I was informed happens 'alot' apparently????) that allowed a large volume of yellow ink to flood through the printer, across the desk, and down onto our carpet.  After several call and emails, they DID replace that line, printhead, and cartridge. 

Immediately after this, the red line began destroying printheads; 9 to be exact (at $40 each I might add).  After repeated calls and emails, I was able to have a couple of discussions with Ken.  Again, I was told it could be a defect in the product (air in the bladders again) and then I was accused of doing the damage myself (not quite sure where he pulled that one out of???).  Apparently their system develops air leaks and it's my responsibility to try and monitor this and then perform some type of purging process with a special syringe tool they would send out (they never did send the tool out!).

The final conversations I had with them involved them promising to replace the printheads that their product damaged.  This still has not happened; nearly 1 year later.  They refuse to return phone calls (boy, I'd 'screen' my calls too if my company had this poor of customer service!) or emails. 

A report was sent in to the BBB concerning their conduct.  Of course they gushed and swooned to them about how they wanted to take care of the problem and that I was not 'cooperating' with them (an utter lie of course....again, I have all of the emails and correspondance to prove it).  The final outcome was that they refused to proceed as directed by the BBB and I was instructed to pursue legal recourse against them (the BBB's only recourse is to dock their 'credit score'; which they did).

I'm sure Adaptive will come back on here and claim how they have '10's of thousands of satisfied customers' (the line the was used in nearly every conversation with them).  I can't see it.  Not with this poor of customer service.  Not with this poor of a product.  They may tout 'happy customers', but they sure didn't show any business ethics in their dealings with us.  And I have copies of all the emails to prove it.  All they would have had to do was answer the phone and fulfill the basic promises that they made to me (which I explained over and over and over to them). But that didn't happen. 

I’ve calculated the cost of ink over a period of one year now. Even if the Adaptive ink supply kits worked it is not a savings. HP has done a generous job of providing much more ink in the HP Office Jet Pro 8500A 940XL cartridges. I took a significant loss when considering the ruptured ink bladder that spilled on my desk and floor. The existing work load rating of the HP 8500A printer and the cost of the 940XL cartridges are in an equitable balance. 

I was told they would send me another kit under warrantee. I knew they were lying through their teeth and did not anticipate the arrival.  Naturally, it never arrived even though I offered to pay for it. 

The customer relations are astonishing. While we are tempted to complain, it might be wise to consider the mental health of anyone forced to survive under such a code of ethics.

Jerry must be using an HP calculator.

Let’s look at the FACTS and then add the numbers:The HP 940 (non-XL) Yellow, Magenta, and Cyan cartridges only contain 10mL of ink.

The HP 940XL Yellow, Magenta, and Cyan cartridges only contain 16mL of ink.Both of these cartridges (XL and non-XL) were designed to hold and can hold a total volume of 28mL. HP originally filled these cartridges (when they were also used for the #10 cartridges) to the 28mL volume.The HP 940 (non-XL) Black cartridge only contain 22mL of ink.

The HP 940XL Black cartridge only contain 49mL of ink.Both of these cartridges (XL and non-XL) were designed to hold and can hold a total volume of 28mL. HP originally filled these cartridges (when they were also used for the #10 cartridges) to the 68mL volume.

Don’t believe these numbers? Here’s a link to an independent report from Freedomtoprint.com.

http://freedomtoprint.com/2010/03/30/new-cartridge-hp-940-series-ink-cartridge-from-hewlett-packard/

Let's do the calculation:

A set of four (Black, Yellow, Magenta, and Cyan) HP 940XL cartridges equals 97mL total (3x 16mL + 1x 49mL).

The current cost (3/26/2012) for a new set of these cartridges on is close to $97.00.

That’s equals $1.00/mL.

Adaptive Ink’s set of Externally Refillable 940XL Cartridges are filled to their full capacity of 152mL total (3x 28mL + 1x 68mL).

The cost of our set of genuine HP cartridges that are easily refillable through an external tethered port is $46.60.

That’s equals .28 cents/mL and our Refill Kits for them are:

500mL = $70.10, or .14 cents/mL.

1,000mL = $105.14, or .11 cents/mL.

We do not respond to Jerry because we have considered the mental health of Jerry and his continued efforts to liable and slander our business with these types of online attacks.

Correction:

"The HP 940XL Black cartridge only contain 49mL of ink.Both of these cartridges (XL and non-XL) were designed to hold and can hold a total volume of 28mL. HP originally filled these cartridges (when they were also used for the #10 cartridges) to the 68mL volume."

This shoud read 68mL.



The REAL RIP-OFF-REPORT:

Games HP plays…

There are 2 “different” versions of the 940 series cartridges.  The HP 940, and the “more full of ink” version, the HP 940XL.  Prices vary, so keep your eyes open.

HP 940 Black – 22ml or $1.18 per ml of ink

HP 940XL Black – 49ml or .73 per ml of ink

There are also versions of the 940XL color cartridges as well, but the difference is much smaller:

HP 940 Color – 10ml, or $1.99 per ml of ink

HP 940XL Color – 16ml, or $1.62 per ml of ink

If you print mostly black, make sure to set your printer driver to black only – printers will use color ink when printing black only documents unless you tell it otherwise (driver setting).  Obviously if you can get cartridges for less, the cost per ml will change more in your favor.

Just an excerp from the FREEDOMTOPRINT.COM link from my previous rebuttal.