Detect and Identify Suspicious HP Supplies and Products

Detect and identify suspicious HP
Supplies and Products

The HP Anti-Counterfeiting and Fraud (ACF) Program for channel
partner and customer protection
1 May 2017
Disclaimer
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
After completing this course, you should be able to:

• Identify authentic HP security labels
• Confirm packaging adheres to HP quality standards
• Identify genuine HP toner cartridges
• Report suspicious products to HP
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.
Counterfeiting is illegal. Major risks for users of fake cartridges include:

Poor-quality prints Reduced page yields Useless print cartridges
Printer damage Warranty voided Dealings with criminals
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
– Some models in N America and western Europe do not
Possible
security
label
positions
*The security label in this animation is

Version 5.5; subsequent versions use a
similar animation
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.
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.
Take a look at the packaging
Original HP cartridges are delivered:

• With consistent and premium quality
packaging
• Brand-new, without signs of previous use
• Without signs of opening and re-sealing –
HP recommends to only accept products
in unopened, original packaging
Check the packaging is of HP quality and does not show any signs of previous use .
Examine the cartridge itself
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:
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
2 Gold Stripes Yes No No
3 Gold Contacts Yes Yes Yes
Numbering
4 Yes Yes Yes, on back
(var. formats)
5 Black Bubble Yes Yes, on back No, back is black
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)
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
Color Model label (with corresponding intro. Model label)
Monochrome Model label (with corresponding intro. Model label)
… while Model label does
Examples of non-HP cartridge labels
Non-HP labels HP label has been taped over
Learn about HP drums and examples of non-HP drums
HP drum (‘milky’ green)
Large majority of HP drums are milky green
Non-HP drum (metallic)
Non-HP drum (metallic)
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)
E-label Top E-label Bottom
Take action if the product
looks suspicious
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
Visit hp.com/go/anticounterfeit to learn more
• Guidance on anti-counterfeiting
• HP SureSupply app with QR code scanner
For EMEA, there are tailor-made

resources on the Partner First Portal:
partner.hp.com/group/upp-emea/anti-counterfeit-
program
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
Customers can also learn more about

reviewing HP products or report
possible counterfeit at:
hp.com/go/anticounterfeit
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
Review
Review
Congratulations on completing this course, you should be able to:

• Examine the authenticity of HP security labels
• Confirm HP packaging adheres to quality standards
• Identify genuine HP toner cartridges
• Report suspicious products to HP
Thank you

Detect and Identify Suspicious HP Supplies and Products

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Detect and identify suspicious HP

Supplies and Products

After completing this course, you should be able to:

Counterfeiting is illegal. Major risks for users of fake cartridges include:

Printer damage Warranty voided Dealings with criminals

– Some models in N America and western Europe do not

*The security label in this animation is

Original HP cartridges are delivered:

2 Gold Stripes Yes No No

3 Gold Contacts Yes Yes Yes

5 Black Bubble Yes Yes, on back No, back is black

Color Model label (with corresponding intro. Model label)

Monochrome Model label (with corresponding intro. Model label)

… while Model label does

Non-HP labels HP label has been taped over

HP drum (‘milky’ green)

Large majority of HP drums are milky green

Non-HP drum (metallic)

Non-HP drum (metallic)

E-label Top E-label Bottom

For EMEA, there are tailor-made

Customers can also learn more about

Congratulations on completing this course, you should be able to:

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