Market Strategies International conducted a study with 150 HP ServiceOne Partners who were either technicians or technician managers that provide on or off-site service for HP LaserJet printers.

 

Overall, the study found that the majority of technicians report that using Original HP toner cartridges instead of non-HP toner cartridges will reduce the number of service appointments on LaserJet printers. In fact, 51% of technicians said that using Original HP toner cartridges is essential to minimizing service calls. Furthermore, many technicians think that using non-HP toner cartridges may shorten the life of the printer. Not surprisingly, most technicians recommend using Original HP toner cartridges over non- HP cartridges.

 

Major Study results:

  • Over 9 out of 10 (99%) of printer technicians surveyed said they are most likely to recommend Original HP toner cartridges to their customers.
  • Printer technicians reported that 14% of problems caused by non-HP cartridges resulted in damage to printer where the printer may require cleaning, repair or replacement.
  • Technicians reported that 32% problems caused by non-HP toner cartridges are due to cartridge failures – including toner leaks, premature failures, and failing right out of the box.
  •  54% of Printer technicians reported problems caused by non-HP toner cartridges are due to print quality issues – including streaks, smears, or dots.
  • 76% of technicians said HP LaserJet printers with non-HP cartridges installed require more service than those with Original HP cartridges.
  • 100% of technicians said that using Original HP toner cartridges is very important in minimizing service calls.
  • Printer technicians are over 3.2 times likely to service a printer due to problems caused by the use of non-HP toner cartridges compared to customers using Original HP cartridges.
  • Technicians are over 3 times as likely to make a service call due to the use of non-HP toner cartridges compared to customers using Genuine HP cartridges.
  • Printer technicians reported that over 1 in 10 (14%) problems caused by non-HP cartridges resulted in damage to printer where the printer may require cleaning, repair or replacement.
  • 76% of printer technicians said they replace the maintenance kits and other parts on HP LaserJet printers more often when non-HP cartridges are used, and 67% of these technicians said they replace them at least twice as often.
  • 94% of printer technicians reported that the use of Original HP cartridges helps reduce service costs associated with cartridge issues and service calls.
  • 34% of printer technicians reported that the use of Original HP cartridges significantly helps reduces service costs associated with cartridge issues and service calls.
  • 95% of printer technicians reported that HP LaserJet printers using non-HP toner cartridges required more cleaning, repairs, and replacements than those using Original HP cartridges.
  • 100% of printer technicians said they clean HP LaserJet printers more often when non-HP cartridges are used, and 67% of these technicians said they clean it at least twice as often.
  • 99% of technicians use the new/genuine HP maintenance/fuser kits and parts.
  • 85% of printer technicians said Genuine HP LaserJet maintenance and fuser kits and parts are more reliable than aftermarket kits and parts.
  • 87% of technicians said that genuine HP maintenance/fuser kits and parts have longer life than aftermarket maintenance/fuser kits and parts.
  • 76% of printer technicians said they replace the maintenance kits and other parts on HP LaserJet printers at least twice as often when non-HP cartridges are used.
  • Printer technicians are almost 3.4 times as likely to make a service call due to use of aftermarket fuser/maintenance kits and parts compared to customers using New/Genuine HP maintenance/fuser kits and parts.
  • 71% of printer technicians said the use of New/Genuine HP maintenance/fuser kits and parts lowers the cost by at least a 2X factor vs. aftermarket kits and parts.
  • Printer technicians recommend Original HP over non-HP toner cartridges because…
    •  97% said HP cartridges are the most reliable.
    • 97% said HP cartridges have the best print quality.
    • 91% said HP cartridges require less service.
    • 94% said HP cartridges offer a better value
  • 97% of printer technicians said that using non-HP cartridges in HP LaserJet printers shortens the life of the printer

 

Market Strategies International is a market research consultancy with deep expertise in communications, consumer goods, energy, financial services, healthcare and technology. This study examined the experiences of 150 HP ServiceOne Partners who were either technicians or technician managers who provide on-site or off-site service for HP LaserJet printers in the United States.

 

The technicians and managers have at least 6 months of experience servicing HP color or monochrome (mono) LaserJet printers and have serviced HP color or mono LaserJet printers with both Original HP and non-HP cartridges installed in the past 12 months.

 

150 respondents were surveyed, and 222 surveys were completed. Some respondents qualified for both the color and mono surveys. 150 companies participated. Respondents serviced 68,830 printers in the last year.