Opinion ID: 854682
Heading Depth: 2
Heading Rank: 2

Heading: The Ink-Purging Defect

Text: In or around August 2004, BIC’s New Zealand counterpart opened up a fault report to launch an investigation into the source of a defect in some MFC models that would cause the machines to purge excess amounts of ink. Essentially, as part of their routine cleaning process, affected machines would purge ink too often, emptying ink cartridges within seven months or less when the ink should have lasted fifteen to twenty months.2 In September 2004, BIC made would provide a description of the problem to BIL, and BIL would investigate and attempt to solve the problem. As part of the fault report process, BIC often sent samples to BIL of MFCs affected by the defect. 2 Ink is commonly used in similar machines as part of the routine cleaning process. The ink-purging defect occurred 4 available to its authorized service centers modified software to address the ink-purging defect. In March 2005, BIC created a CD with the modified software that it provided to owners for self-installation. In June 2005, BIC posted the revised software to its website. BIC, however, did not reach out to machine owners to notify them about the defect or the availability of the revised software; rather, customers learned about the modified software only by discovering it on their own on the website or by contacting BIC about the defect.