ComplaintsforHP Incorporated

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Initial Complaint
09/08/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have an HP deskjet printer and signed up for insta-ink service. I cancelled my service August 7th, 2024. Today, September 8, 2024 $40.69 was drafted from my account. I called customer service and spoke with both an agent and a supervisor disputing this charge. After receiving conflicting information from both the agent and the supervisor I began to ask more questions. The supervisor told me I was billed for printing services in August and had went over my allotted amount, although I had cancelled my service as it reflects on my customer dashboard on 8/7. Today, after speaking with the agent and supervisor (9/8), i received this email: Your Subscription Cancellation is Complete.. I will retain this email if needed for proof to dispute the unauthorized debit of $40.69 and requesting a full refund due to the UNAUTHORIZED debit of my account after cancellation.
Business response
09/12/2024
Customer was not aware about ********************** Ink cancellation policy. Case Manager (related **********) informed about charges and said she understood. Escalated to HP Instant Ink Manager **** for better clarification. Customer will be contacted within 1-2 business days. Reference case 5130568005
Regards, HP Inc.

Customer response
09/12/2024

Better Business Bureau:

HP has already contacted me and provided refund.

Sincerely,

***********************
Initial Complaint
08/31/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I recieved an email from HP'S instant ink section stating that "Action Required Please install your HP Instant Ink cartridge(s)" However, upon checking my mail after recieving a daily mail alert from **** that there WAS a package, I DID NOT see it and I know that BOTH my address and payment info are up to date as the bill WAS paid already. Attempts to contact a LIVE agent FAILED and their "Virtual Assistant" was a JOKE with NO HELP at all given! I was given the runaround! I WILL NOT make another payment to them until this is cleared up as I DO NOT pay for non-service or inadequate information regarding supply shipmenmts!
Business response
09/05/2024
HP Instant Ink Manager **** has been assigned case ********** and will contact the customer within 1-2 business days. We can see Paper Delivered 9/1 ***** TRK# ************ (correct delivery); the Ink CMY Delivered *********, ** DHL# ************************** does not provide the same information. Reference case 5130183083.
Regards, HP Inc.

Customer response
09/05/2024

Complaint: 22225374

I am rejecting this response because:
I have recieved an email from **** mail alerts regarding a package (Poosibly the ink) but WAS NOT recieved) I then recieved another email alert about package which DID include the ink! Company needs to explain FULLY the miscommunication and delivery error!
Sincerely,

**************************************
Business response
09/12/2024
Customer must refer to their ********************** Ink Dashboard for updates, Account ID #********** or via his hotmail account. Paper Delivered 9/1 ***** TRK# ************ (visual picture); Instant Ink CMY Delivered *********, ** originated DHL# ************************** and might have been delivered via ***** Case Manager called regarding shipments; line was disconnected while introducing himself.
Regards, HP Inc.

Customer response
09/12/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**************************************
Customer response
09/12/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**************************************
Initial Complaint
08/29/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Desktop computer bought in July 2023 stopped working, light turns on and nothing happens, called HP support they didn't offer any help asked to try and help as machine is only days out of warranty and this shouldn't happen with a $800 desktop, it's been used only on a Monday - Friday schedule and been on a surge protector now p/c won't work and is more than likely dealing with a fried motherboard.
Business response
09/04/2024
HP Escalations Case Manager is working with the Customer on a resolution. HP ENVY Desktop PC 2MO3233429 As a token of appreciation for being loyal HP offered free Smartfriend Solve my problem BVVS5920-01 $0.00 BIOS rollback, motherboard issue. Offered 40% discount on the repair cost; Customer accepted; Repair **************/**/2024 entered as 06E No-Charge $0.00. Reference **********
Regards, HP Inc.
Customer response
09/04/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

************************
Initial Complaint
08/28/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have encountered persistent issues with the *** feature, which has not been functioning as expected. Despite following all recommended troubleshooting steps the problem persists.I rely on my printer for work and personal projects, and the inability to use *** has caused significant inconvenience.Given the circumstances, I would like to request a replacement for my printer to ensure that I can continue to use the *** service without further issues.
Business response
09/04/2024
HP Instant Ink Manager **** has been assigned case **********. They will determine if its cartridge or printer issue; HP OfficeJet Pro 8025e All-in-One Printer TH22E5S0WJ. Last Instant Ink cartridge shipment was 03/20/2023. They will contact the customer within 1-2 business days.
Regards, HP Inc.
Initial Complaint
08/28/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Company will only allow use of there expensive ink cartridges. I got conned into this . Didnt research HP enough. Pathetic company! Never again.
Business response
09/04/2024
We are sorry to read your comments. If you are having issues with your HP ENVY Inspire 7955e All-in-One Printer TH41QCY0W9 please let us know. Printer is not enrolled to our Instant Ink Program. Remanufactured ink cartridges are not the best thing to use, they significantly reduce the quality of your printouts, and the cartridges won't work as well as HP genuine cartridges.
Regards, HP Inc.
Initial Complaint
08/27/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I had been thinking for months about purchasing a HP smart service monthly pkg , given I had been having issues with my computer, Tonite I finally did and in shock from the experience, and left with a " "What just happened" feeling.more like I just had cyber invasiveness....The initial intake *** who took my payment was very efficient taking my card and explaining what all was included in the service I was paying for. She acknowledged from notes my wanting to install Windows 10. After pymt she advised she would connect me to 2 . The person on the line advised his name and asked what he could do fofr me. I asked did he not have the notes in front of him and to let me know what he saw from notes. He slowed a bit, but finally did accurately recount he notes. This made me feel somewhat secure at least having my info, After that it was down hill, he seemed detached and I a few times said are you there? Then he asked to connect to my screen and I followed the prompts, to bring him on. He kept asking me to plug in my memory sticks,..I ***lied I didnt think we needed that to download Windows 10, he then told me having it on the memory stick we could then bring windows 10 on. I asked his help on saving my files on the memory stick, he said later. Then it was very weird, instead of staying on me while supposedly loading Windows 10, he said he was leaving me and just give it an hour to run then I could call back. and get another ***, and they were open 24 hrs. I thought that sounded strange as my last encounters with tech support was they STAY on with you. Whatever he downloaded onto my memory stick was NOT Windows 10 and it seems the memory stick was shared and he was sharing the information thru my memory stick. ( see attached screenshot). When I called back, I saw he had lied and duped me and lied saying they are open 24/7.So I am left with no idea of what he did.,and left me with.I feel violated. I want to hear from this young *** what he was thinking of....
Business response
09/04/2024
HP Case Manager has been assigned case **********. We've included the previous cases and CA000018113481 SF BVVQ4555-01 $51.99 USD. Please note your HP ENVY-17-ae165nr 5CG9025M86 / Win 10 Home is out of warranty ***** days and support ended 12/2021. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Initial Complaint
08/27/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
How do I file a formal complaint to HP about failure to support new laptop repair/replacement?Two months after buying a new HP laptop on Amazon.com, it developed serious blue screen errors/crashes. I worked with HP repair and sent it in for repair twice and both times it still had blue screen crashes when returned to me.Now a month has passed (and lost work productivity) and I still have no laptop I can trust to work.I have repeatedly asked for a replacement or refund. My total cost was $702.39.Today they offered me $530 on a HP gift card. This would mean they want me to take a $170 loss on a brand new laptop they failed to repair. How do I appeal this offer? How can I get a replacement or full refund?*******************
Business response
09/03/2024
HP Escalations Case Manager is working with the Customer on a resolution, reference open case **********.
Regards, HP Inc.

Customer response
09/04/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*******************
Initial Complaint
08/26/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I placed a repair order (**********) for my HP ENVY x360 Convertible Laptop PC 15m-ed1013dx that had a cracked screen. I had previously purchased a 3 year extended warranty that covered drops/spills/ etc. I sent my laptop for repair according to my warranty in February of this year. I was informed that my laptop could not be fixed and advised that I would only be given a replacement. I asked repeatedly that any such laptop be equal to or better than the one I sent as it had worked great for me for years. I was sent a lesser model (pavilion), cheaper laptop that now wont charge, turn on, or power up AT ALL! this has greatly affected my ability to work from home which is the primary way that I earn money to support my family. I called HP and am now being told that this lower quality "refurbished" laptop that they sent me doesn't have a any warranty on the refurbished work that they did or the battery. I've only had this laptop since April. My original had been working great for years and the one time I use the extended warranty that I paid hundreds for I still ended up with a useless laptop.
Business response
09/03/2024
HP Case Manager is working with the Customer on a resolution, reference open case **********.
Regards, HP Inc.
Initial Complaint
08/24/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My name is ******************************* I need yall address where I can serve court legal documents to yall yall email where I can send them too and yall names where I put the legal documents to who etc.
Business response
08/29/2024
HP apologizes we can't provide names or addresses.
Regards, HP Inc.
Customer response
08/30/2024

Complaint: 22190137

I am rejecting this response because:How do I get it to sue yall?

Sincerely,

*******************************
Initial Complaint
08/23/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I ordered my pavilion laptop on February 2nd of 2023 for college and it was about $815. I needed to computer for college classes as I soon realised the computer was dying every 3 hours when using it consistently. I decided to contact hp support due to the fact I needed my computer for class. They then told me that they forgot to update and install the latest windows into my computer. So they asked to send me a drive with the update and told me I had to pay for a mistake that was not mine and when i denied to pay and stated i could not talk at the moment due to being in public the customer service guy called me non stop for about 10 minutes in a row. Then when i finally answered he kept asking me more questions and I told him i was not at my computer and in public. He did not like that and kept calling multiple times. Then I had a second issue with the computer a few months later and called and they had to reload my entire computer and the battery problem was never fixed. Then today August 23 2024 I go to use my computer for online classes for college and the battery light is blinking and not turning on. This is the 3rd issue I have had with the computer. I have warranty that is covered till 2026 but it only matters if the screen is broken or I can go to a HP store which does not exist around me. I need the computer daily for college classes and I have tried many times to fix the computers problems but no one seems to be able to fix the problems including hp support.
Business response
08/28/2024
HP is sorry you've been having battery and software issues on HP Pavilion x360 14" Laptop 8CG2280RPB. HP Case Manager has been assigned case **********. The customer will be contacted within 1-2 business days.
Regards, HP Inc.

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