Some time after my son was born (he's now just turned two), I decided that it was time to get rid of the two older MFP's and one inkjet printer that we had in our apartment, and settle on one new home-office MFP to do everything. We print mostly photos, and want good ones, but sometimes need to scan or print a regular b&w document. Like most homes. I settled up on a reasonably well-rated Canon MG-5220 scan/copy/print device with WiFi (and I thought at the time, AirPrint). It's a slow-ish printer model but rated well for photo quality output and it's physical footprint fit neatly into the credenza style cabinet I have in the hallway by our front door. These along with it's cost-effective acquisition price sealed the deal.
All was well for a while. Well, I discovered it didn't have AirPrint all too late but nevermind - AirPrint activator to the rescue (on any Mac in the house, worked great). Until recently - my wife went to print a GiftRocket that we wanted to give to a friend later the same day. Good ole printer randomly came up with a U052 message on it's little LCD screen, which read rather ominously for a message preceded by zero change; "The type of print head installed is incorrect. Install the correct print head." After several power cycles and a day later (yeah, we emailed that Giftrocket instead) with no power in it's system at all, I learned that I should try to clean the print head out, which I duly did under a long shower of hot water. After all that, U052 kept on coming up. I don't know if you know this, but any Canon MFP is entirely f*cking useless under these conditions. Printing is busted, so scanning and copying is held back too. The problem has to be solved, and quick.
OK, so I figured the next step is to replace the print head, right? The entire printer was about $150 or $160 (IIRC) delivered with five new Canon ink cartridges. On that basis the print head, having no moving parts or ink, must be pretty cheap to replace, right? I mean - after all - it's not ink cartridges where the profit really lies, right?
Wrong. This is where it became somewhat screwed up. The QY6-0080 print head part from Canon turns out to retail at around $95.00, if you can find it. If supplies of that part are low, it goes up to $124 + shipping. Strangely enough it also "wholesales" for the same retail price. The f*ck? To rub salt into the wound, it does not deliver with a new set of ink cartridges; that price is just the plastic print head with a small attached circuit board and the nozzles.
On the other hand though, the latest model of my kaput printer, the Canon MG-5420 is for sale on Dell.com for $110 (actually $109.99 for the software devs and other anally retentive among you), and that delivers with a new print head and a new set of Canon-brand ink cartridges.
So, comparing my costs; firstly for a new print head and new ink cartridge set for my (now) old printer at about $160, and the entire new model printer including those things at about $110, well you can guess what I did. I bought the new printer. The old one is sadly, going in the trash. It is useless and is going in the trash.
So what is Canon getting out of this deal? Most apparently, they're getting at the very least a $50 bill (I might have paid them $160 for parts instead of $110 for the printer), just for my custom on Canon ink cartridges. But I was already a customer, and I simply balked on paying for a part that I know probably costs them less than $5.00 COGS (Cost Of Goods Sold: to get the part made, sold, and ready to ship to me) but for which they felt comfortable stinging me for at least $95.00. Instead, they probably took a much, much larger loss-lead to get a new MG-5420 into my hands (given all it's moving parts and other fine engineering), in the hope that I buy a lot of new ink cartridges (it's about $65 for all 4 colors and 2 blacks + a bit of shipping) and Canon glossy photo paper over the next 2 years.
This is an extremely marginal business. What went wrong? Put simply, Canon saw HP's model of making creamy profits on ink cartridges and other small parts, and optimized only for that. Instead of charging $95 for a $5 part, they should charge $10, and then offer to upsell me on genuine Canon ink cartridges and paper as I grab that part. After all, it might be the off-label ink cartridges I bought last time that screwed it up in the first place, and a good Canon experience now is going to likely turn me into a repeat Canon ink customer at that point. Instead, they have optimized for agressive acquisition of ink customers, at all costs, in favor of everything else, including customer experience.
No matter to me, a new printer arrived today, it has five new Canon ink cartridges, and supports AirPrint directly. I guess I'll smugly continue this cycle until Canon figures it out, or until it becomes more cost-effective for me to buy an HP printer, but even they can't quite get this business right (and they invented it).