Lexmark - Black ink only does not work
impact S305 - Complaint
[me] cannot, nor ever could, get printer to print with black ink only. tried putting settings on black only but will not print. tells me I have to replace color ink
We appreciate your patience. Your chat session will be answered in the order it was received.
[1st] Welcome to LEXMARK CHAT SUPPORT. My name is Gershon.
[me] go ahead
[1st] Hi Theresa. Let me help you on this issue. Here's the Service Number for reference: 1-8803255491.
[me] are you asking me to call instead?
[1st] May I know the model of your printer?
[Gershon] No Theresa.
[1st] Thank you. May I know the exact message that you see on the printer screen when you are trying to print?
[me] printer will not print until cyan ink is replaced
[1st] Okay. May I know the Operating System that you're using (Windows Vista, Windows XP, Windows 7)?
[1st] I see. On your computer, please click Start - Control Panel - Printers and Faxes - right click on Lexmark S300 series printer icon and click Print Preferences.
[1st] Under Print Preferences, place a mark on Use black ink only under INK USE category. Click Apply and OK button.
[me] that's what I already did. doesn't work. I went through this before a while back with someone else, but never followed up. So, I have already tried that, as I said in my first statement. It will not print even though I have black ink only selected.
[me] ps there is no "apply" button, only OK
[1st] I see. I do apologize for this inconvenience but I believe that in order for the print in black only settings will work properly, you may need to replace the empty cartridge on the printer to make the printer work again. Once the printer worked again, it should work with the black only print settings that you applied on the printer and this computer.
[me] That's crazy. why even have a black ink only if I have to replace the color ink? this printer is still under warranty, and I feel like Lexmark should rectify my problem, not tell me to go buy more ink. Sorry, don't mean to sound sarcastic, but I can't afford buying all that ink. I use mostly black anyway.
[1st] I do apologize for this inconvenience Theresa. If you want I can give you a discount link that you can use to purchase ink cartridges directly to our us. Once you call our Presales Department and informed them that you have a discount link, they can give you favorable prices on your cartridge purchase. Not only that, the shipment charge is for free.
[me] that sounds great. but you're still saying that because your product isn't working properly, I should settle for the next best thing.
[me] when I first bought this printer, it would not print at all and Lexmark replaced the whole cartridge carrier with no problem. maybe it's in the carrier or the printer cannot read from my computer that I want to print with black only. does that info help you any?
[me] even if Lexmark sent me the ink for free, it still would not resolve the problem next time I run out of colored ink
Please allow me to tell you something. The printer that you have is quite different from our older models. It uses the VIZIX ink technology. For it to print something, regardless of the color, all four inks should be in good working condition and should have the desired ink levels. If either one of them is low, the printer would not be able to print anything.
Now, this may sound inconvenient but it actually is not. The VIZIX technology is actually an improved version of our older ink systems. Older Lexmark printers use only two ink cartridges. These are the black (black) and the color (cyan, yellow, magenta). The three color inks are incorporated into one cartridge (color). So let us say you are using the older ink system and you ran out of yellow, you will need to replace the whole color ink even though cyan and magenta are still full. The case is different with the VIZIX ink system. If you are using this and you ran out of one of the inks, you just need to replace that specific ink because the VIZIX system is composed of four separate ink tanks.
[me] wow, that's nice to know. so you're telling me Lexmark has rigged their printers so you HAVE to keep buying colored ink? If I want to print with black ink only, then what difference should it make if I have no colored ink?
The reason why the printer is using some color ink in printing documents is because there are some elements on the document that is not fully composed of black elements but of gray elements instead. In order for the printer to come up with the gray elements for document printing, it will mix up all the available color inks on the cartridges in order to produce it. That is why most of the document printouts come up with color ink consumption instead of black ink
[me] then why does it say that printing with black ink only WILL print in grayscale?
[1st] Printing in gray scale like what we said earlier will only consume the color inks and not the black ink. Furthermore, the reason why the cartridge needs to be replaced is to prevent the printhead from getting damaged if the printer will be forced to print even if it has incomplete cartridges.
[me] sorry to correct you, but right under the 3 choices for printing, where I choose black only, there's a "tell me more" link. That link informs that printing in BLACK INK ONLY will print out in grayscale. there is no indication that color ink MUST be available to print with black ink only. I can see this is going nowhere. Could you please refer me to a department that could handle this?
[ (Product Specialist)] Hi Theresa. Let me assist you with your concern.
[(Product Specialist)] You wanted to print black and white documents, however, the printer will not let you do that because it is asking you to replace the cyan cartridge which is already empty, is that correct?
[(Product Specialist)] Selecting the Print in black only in Printing Preferences in your computer will not let you print in black still because the printer itself is asking you to replace the cyan cartridge.
This printer uses Vizix technology which separated the color inks into individual tanks for more convenience, so if one runs out there is no need for changing the entire color inks. On the other hand, however, given this design specifics it will stop printing when one is empty to prevent the printhead from getting damaged, because it uses heat technology to purge the inks from the tanks. So if one is empty and printing will continue, the printhead will likely to get burned and busted.
[me] you know, my first printer was a Lexmark and I loved it. unfortunately the small plastic pieces eventually broke and I had to get another. again, unfortunately, I bought an HP and regretted it. so, I went back to Lexmark. I understand that ALL printer manufacturers rely on ink sales which is why printers are so reasonably priced. I only paid 80 bucks for this printer, so it would appear that the most profitable solution would be to fix my printer so it will print in black, or INFORM your customers that color ink is necessary for the black ink to function. This is outrageous, and if Lexmark wants me to keep buying their ink then fix it. like I said, I could spend a lot more money on YOUR ink, or I could go out and spend another 80 bucks on a different product and buy THEIR ink. Plus I would inform other web users of what a crappy solution I got to my problem. the old Lexmark I had was a heck of a lot better, but Lexmark says they IMPROVE their system by making it where people had to buy ALL ink, just to print in black. So, does Lexmark want loyal customers, or dissatisfied ones? It would be cheaper for you to replace my 80 $ computer and keep me as a loyal customer than to ruin your outstanding reputation with me.
[me] sorry, replace my printer.
[(Product Specialist)] I really apologize for the inconvenience here. The printer is working fine, you just need to replace the empty cartridge.
[me] Then Lexmark should inform their customers that it is necessary before they buy their product and get stuck shoving out more money on ink that isn't necessary to buy. I know you're not the pres. of Lexmark, but if you have any influence to the higher ups that are filling their pockets with ink money, then please inform them of my dis-satisfaction. Hope you and 1st have a beautiful day. No grudge, just disappointment, and I will do as much as I can to inform the public of the non-action taken and the scam Lexmark has pulled on loyal customers like me. I wonder if there are other printers out there that WILL print in black only, - as advertised? Have a good one
(Product Specialist)] I understand how you feel. I will take note of your feedback and forward to our higher management for them to review.
[(Product Specialist)] Is there anything else that I can assist you with for now?
[Mylene (Product Specialist)] Are you there? If I don't receive any response from you for another 3 minutes, our server will disconnect us assuming that you are not online, which will hinder me to assist you further, so, please update me of your presence by responding at the earliest convenience.
Since I did not receive a reply, I am ending this chat session. If you need additional assistance please contact us again. Thank You.