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Detect and Identify Suspicious HP Supplies and Products
Detect and Identify Suspicious HP Supplies and Products
This training is intended to provide awareness training; completion of this training does
not confer Product Expert Certification
The final decision on product authenticity can only be made by the HP Anti-Counterfeit
team personnel
2 © Copyright 2017 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Objectives
3 © Copyright 2017 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Counterfeiting threatens the print cartridge market
Counterfeit cartridges (ink/toner) are designed to imitate Generally, customers receive poor-quality, risky copies –
genuine HP products, illicitly employing HP’s trade mark while they might think they use Original HP products.
and often using illegal, fake reproductions of HP packaging.
4 © Copyright 2017 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Examine cartridge and its
packaging
© Copyright 2017 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. HP Confidential – For training purposes only.
Carefully check any HP security label
• HP toner products always have a security label applied Ensure ink security labels are on ink
packages and toner security labels are on
• HP ink products generally have a security label toner packages
Possible
security
label
positions
Tilt the box front to back and left to right to see the holographic security feature and validate the QR
code with your smartphone (e.g. using the HP SureSupply app) or via hp.com/go/ok.
6 © Copyright 2017 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Compare the dates/codes on the cartridge and its
packaging
All current HP ink cartridges have the same All HP toner cartridges have a ‘manufacturing
‘End of Warranty’ date on the box as on the code’ on both the box and the cartridge itself of
cartridge it contains. which the first five characters match.
Check that the dates/codes on the box and the print cartridge itself match.
7 © Copyright 2017 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Take a look at the packaging
Check the packaging is of HP quality and does not show any signs of previous use .
8 © Copyright 2017 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Examine the cartridge itself
© Copyright 2017 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. HP Confidential – For training purposes only.
Three main indicators of potential non-genuine toner
cartridges
• Non-HP E-label (chip)
• Non-HP cartridge label
• Non-HP drum
Key Non-HP features from Genco (US) Returns:
10 © Copyright 2017 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Learn about HP toner E-labels (chip)
Large E-Label Medium E-Label (4 formats) Small E-Label
4
1 2 1 5
4
1 3 4
5 (
3
3 4
Medium E-labels were previously
known as the small E-labels
Green
1 Yes Yes Yes
Background
Numbering
4 Yes Yes Yes, on back
(var. formats)
11 © Copyright 2017 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Examples of non-HP E-labels
Recap - features of original HP E-labels:
• Green Background
• Gold Contacts
• Numbering (various formats)
• Gold Stripes (only large E-label)
• Black Bubble (only large/ medium E-label)
12 © Copyright 2017 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Learn about two kinds of HP cartridge labels
Model labels: present on all cartridges; HP logo Installation and Instruction labels: no HP logo
Laser-etched Model label Installation and Instruction label does not mention HP, Hewlett-
Packard, or have the HP Logo …
1
13 © Copyright 2017 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Examples of non-HP cartridge labels
14 © Copyright 2017 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Learn about HP drums and examples of non-HP drums
15 © Copyright 2017 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
HP E-label and Drum Exceptions
There are a few HP printers which have a different drum and e-label. See photos below
HP drum (green metallic)
16 © Copyright 2017 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Take action if the product
looks suspicious
© Copyright 2017 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. HP Confidential – For training purposes only.
Report suspicions to HP product experts
Include in the email Contact our Anti-Counterfeit (ACF) experts in any
Company Name language:
AMS: hp.ams.anticounterfeit.program@hp.com
Address
APJ: apj.report-counterfeit@hp.com
Contact information at the company
EMEA: emea.anti-counterfeit@hp.com
Name
Phone Number
Email
Reason(s) for Suspicion
Applicable Photos
Cartridge
• Label
• Drum
• Lot Code
• E-Label (Chip)
Box (if possible)
• All six sides
• Close up of Security Label
18 © Copyright 2017 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Visit hp.com/go/anticounterfeit to learn more
• Guidance on anti-counterfeiting
• HP SureSupply app with QR code scanner
partner.hp.com/group/upp-emea/anti-counterfeit-
program
19 © Copyright 2017 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Request free expert checks
HP offers free Customer Delivery Inspections (CDIs) / Product Health Checkups to
ensure product is authentic at the partner or customer location
For EMEA, the CDI User Guide is found
at: hp.com/go/anticounterfeit
20 © Copyright 2017 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Talking Points
What to tell the customer if they ask? What not to tell the customer?
• Inform them the product in question does Do Not tell the customer their ink or
not appear to be the same as what is toner is or appears “Counterfeit” or
normally seen “Suspicious”
• You will contact your colleagues and an
• This training is intended to provide awareness
HP representative may contact them to
training; completion of this training does not
follow up
confer Product Expert Certification
• They can go to • Authentication is to be done by the ACF
hp.com/go/anticounterfeit to learn more experts
• HP does not want the customer or partner
about identifying HP products
contacting the product seller and accusing
them of selling counterfeit
21 © Copyright 2017 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Review
© Copyright 2017 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. HP Confidential – For training purposes only.
Review
23 © Copyright 2017 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Thank you
© Copyright 2017 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice. HP Confidential – For training purposes only.