Printer reviews: Reliability
Our annual survey of thousands of computer users reveals which printer brands are most – and least – reliable. Ratings are based on the results of a survey of 10,600 Which? Connect online panel members in May and June 2011.
| Printer Which? reliability index | |
|---|---|
| Brand | Score |
| Brother |  |
| Canon | |
| Dell | |
| Epson | |
| HP | |
| Kodak | |
| Lexmark | |
| Samsung | |
| Overall reliability | |
What to do if your printer breaks down
The retailer is responsible for replacing or fixing your printer if it is not fit for purpose or of “satisfactory quality” or you may be entitled to a refund if the problem arises early on.
Products must last a reasonable amount of time. If the printer is broken when you receive it, or stops working earlier than would be expected then you may be entitled to a repair or replacement (in practice the retailer can usually choose the cheaper option).
If the problem arises in the first 3 or 4 weeks of ownership you should be in time to “reject” the printer and ask for a refund.
It's difficult to define how long a reasonable amount of time is for a product to last before developing a problem. If your printer stops working after a longer period of ownership it may still be worth contacting the retailer about the printer's failure if it doesn't cost you anything to do so.
After 6 months, when claiming against the retailer, the onus is on you to show that the problem is one that shouldn’t have occurred when it did, but even when many months have passed or even a few years, if you can prove the fault is one that shouldn’t have occurred at that stage in the product's life you could still have a claim against the retailer.
Who to complain to
Under the Sale of Goods Act the retailer is responsible for faulty goods as long as you can show the problem is one that would not ordinarily occur when it did (in the first 6 months the onus is on the retailer to show this).
Many printers come with a warranty which may cover you for problems you experience over a longer period of time, if they do then this gives you another way of getting the problem resolved.
Warranties
Many printers come with at least a 1 year warranty, but there are some models that are sold with guarantees as long as 5 years. The guarantee is a contract between you and the manufacturer; check the guarantee terms as it should state what the manufacturer undertakes to do if the item is faulty.
Some printers require you to register the printer on the manufacturer's website to receive the benefit of a warranty that lasts longer than one year. Keep the original purchase receipt in a safe place as you may need to show it in the event of a problem developing.
Using cheap ink cartridges
Cheap ink cartridges made by a brand that isn’t the same as your printer are available for models including some Canon, Epson and HP printers.
These cartridges are sometimes referred to as 'third party cartridges' or 'non-OEM' (Original Equipment Manufacturer) cartridges.
If you plan to use these cheap printer inks it’s a good idea to check the terms of your printer's warranty first. A fault that occurs as a result of using cheap ink from another brand may invalidate the warranty.
If you're considering buying a new printer check out our How to buy the best printer advice guide first.
