Complaints

This profile includes complaints for HP Incorporated's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  HP Incorporated

  1501 Page Mill Rd MS 1247 Palo Alto, CA 94301-1112

• 

  HP Incorporated

  950 W Maude Ave Sunnyvale, CA 94085

• 

  HP Incorporated

  303 Second St #500 San Francisco, CA 94107-3639

• 

  Hewlett Packard

  150 13571 Commerce Pkwy Richmond, BC V6V 2R2

• 

  Hewlett-Packard Financial Operations

  585 South Blvd East Mail Stop 1A Pontiac, MI 48341

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/29/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new HP laptop from ******* and had no issues. After my laptop performed a HP update, it no longer works. I have contacted HP and spoke with ****, case manager, in the escalations department. I was advised it would cost me $400+ to see what the issue is with my laptop.

  Business Response

  Date: 05/30/2024

  HP case manager has been assigned the New case **********. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:05/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an HP Printer at Best Buy on September 30, 2023. HP offered a 6 month supply of ink free with purchase. To receive the ink you had to set up a subscription with HP. An HP representative helped me set this up. I explained to representative I don't print much and he assured me that after 6 month promotion I could cancel subscription. I did cancel and then received message from HP that free ink will not work now because of cancellation. This is sales deception by the company to purchase their product. I did speak with a representative ***** on 5/26/2024. He did confirm free ink cartridges have a chip so if consumer cancels subscription ink cartridge will no longer work, He has created a case **********. He stated I would not be contacted by HP for resolution until I filed a complaint. I have filed complaint with ************************ and Better Business.Respectfully ****************************************

  Business Response

  Date: 05/29/2024

  HP case manager has been assigned the New case **********. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:05/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 22, 2024 I purchased a "new" printer. I received it on May 28th PM. Commenced installation on the 29th. HP registration warranty information was already in the system under that serial and it stated it was already in warranty. How be it if it is a new device? I'm believing it was a returned device and HP failed to wipe their system clean. Unethical business tactics. I'm requesting a brand new replacement and apology or a discount.

  Business Response

  Date: 05/30/2024

  HP case manager has been assigned case **********. The customer will be contacted within 1-2 business days.
  
  Regards, HP ****

• Initial Complaint

  Date:05/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  HP - *****Jet M234sdwe Wireless Black-and-White ***** Printer with 6 months of Toner through HP+ - ************* Model:M234sdwe SKU:6452570 HP Consumer Escalations/ ********** CRM:0093271002808 I purchased an HP printer from Best Buy in August 2023 with a "6 MONTHS FREE TRIAL" INK promotion. During this period, I received two ink cartridges. However, after six months, I was charged a monthly fee of $9.99, which I decided to cancel in February because I used less ink each month. Upon canceling my Ink membership, I found that my printer stopped working, causing significant inconvenience and disruption to my work.I contacted HP customer service, and they informed me that error 79 was due to a problem in the ink department system, a program they provided for free. This issue arose on May 9, 2024. I spent 3 hours with customer service trying to resolve the problem, but they told me to send the printer to them. They already received it, and I am still awaiting a resolution. My printer is under Factory Warranty until August 2024. HP has offered a REFURBISHED printer, which is expected to arrive on June 18, 2024. However, I firmly believe this is unfair on HP's part, as they caused the problem. I have attached my conversations with HP customer service as evidence, and I expect fair compensation for the inconvenience and the faulty printer. Explanation ERROR 79 A "79 Service Error" on an HP printer typically indicates a firmware error or a problem with the printer's software. When this error occurs, the printer will enter a feedback loop.I spend 3 hours with customer service rescue team, and the explanation was the engineer's need to fix the printer.

  Business Response

  Date: 05/29/2024

  HP Case ********** is in open status and the case manager is working with the customer on a resolution.

  Regards, HP Inc. 

  Customer Answer

  Date: 06/02/2024

   
  Complaint: 21772366
  
  I am rejecting this response because:

  Dear BBB;
  On May 6, 2024, the customer service department told me to send the printer to the ** offices.
  I immediately sent my printer with all the accessories a new printer has. I had the diligence to send it in perfect condition with its cable and paper tray.
  ** sent me an INCOMPLETE printer. There is no cable or tray. How can they send me a printer like this? I sent it to you with all the accessories. I am very disappointed in **'s customer service. Maybe for **, a $200 printer is very ridiculous, but for me, it is an effort so that I can do my job well. **'s treatment is like disrespecting me.
  BBB, please help me resolve this problem I have with **. My printer worked perfectly until I canceled their membership in February, and from that moment on, my printer stopped working since ** was forcing me to buy their inks from **, which are more expensive than in retail and online stores. The ** rescue team confirmed that many printers have the same problem I had. The software has a problem that cannot be solved since the error code is 79, and the printer does not work with that code.
  I am in dire need of your assistance, BBB. ** should have sent me a complete printer, just as I sent it to them, with the cable. This would have allowed me to determine if the 'Certified Refurbished' printer they sent me is functional. However, I still need cables for this printer, as I sent it complete with its cable and paper input tray. I am trying to figure out what to do next and how long I will have to wait to find out if this printer is even operational.
  BBB, please help me with this printer dilemma.
  I have attached the factory warranty, which is valid until August 2024.
  I would like your help with this problem.

  
  
  Sincerely,
  
  ****** Del *******

  Business Response

  Date: 06/11/2024

  HP escalations case manager is working with the customer on a resolution, reference case **********.
  
  Regards, HP Inc.
  
  

• Initial Complaint

  Date:05/28/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally complain about the substandard quality of a printer purchased from Hewlett-Packard (HP) in October, which ceased to function by January. The printer has been malfunctioning almost from the outset, failing to print consistently. As the owner of a self-managed business, the inability to use my printer effectively costs me approximately three thousand dollars daily.After the printer stopped working entirely by January, I contacted HP for a solution. After more than a week of back-and-forth communication, they agreed to send a replacement unit only after I paid a collateral fee of one dollar, and I was required to send the defective unit back first. This process was not only time-consuming but also an unnecessary financial burden given the circumstances.It has now been an additional month since our last communication, and despite promises to send shipping boxes for the return of the defective printer and dispatch of a replacement, no such boxes have been received. I am still without a working printer, and this ongoing issue continues to cost my business thousands of dollars daily.The replacement unit I received was also defective, leading to further business disruptions and additional costs as I sought alternative printing solutions. Given this experience, it appears that HP is selling and distributing faulty equipment, which is a violation of California consumer protection laws. These laws mandate that goods sold must be fit for use and as described. Furthermore, HPs failure to promptly and effectively rectify the situation reflects poorly on their commitment to customer satisfaction and adherence to their own policies.Given the significant impact on my business and the poor handling of my case, I am seeking an immediate resolution. I request either a functional replacement printer at no additional cost or a full refund of the purchase price. I would appreciate your assistance in resolving this matter as swiftly as possible.

  Business Response

  Date: 05/29/2024

  HP Case ********** is in open status. The case manager is working with the customer on a resolution.

  Regards, HP Inc.

• Initial Complaint

  Date:05/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Can't find the Company that is to repair my Laptop..

  Business Response

  Date: 05/28/2024

  HP Case manager has been assigned a New case **********. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:05/27/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called support for an old HP printer i had that was not printing correctly. When I spoke with Tech support, the technician talked me into joining HP-All-In. I own a very small business, and he said i could try for 30 days free. I asked point blank what would happen if i wanted to cancel after 30 days, he said it was no problem, just send back the printer. No mention of cancellation fee. Fast forward and i realize this plan will charge me for printing one extra page in a month and i cancelled on the 30th day. Signed up March 25th, cancelled on April 24th. Now there is this massive cancellation fee. I called. They said they would open a case, i would get a call back within a few days. No call. nothing. They also said i would receive a shipping label to send back the printer. No label was sent. had an online chat conversation over the cancellation fee, same thing we will call you. No call. Still no label. Called 8 days later, same thing. We will call you in 2 days. we will escalate to get you a label. No call, no label. Called 12 days later. Same conversation. I will personally call you, no call no label. I finally closed my debit card, losing all faith that this company was even looking into what i said or that they would in fact waive this ridiculous fee when i was mislead into believing there was no cancellation fees. I would have never signed up for this, for $270 i can very well buy my own printer, i just bought a brand new HP for $202 trading in the broken one. I want them to take the charges off my account. account number ************. I am still an HP customer, but this is ridiculous.

  Business Response

  Date: 05/27/2024

  HP Case manager has been assigned the New case **********. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

  Customer Answer

  Date: 06/01/2024

   
  Complaint: 21764157
  
  I am rejecting this response because: They never  called me.  In fact, in the 5 times I have contacted this company, they have never responded.  They always say we will call you back and it has never happened.  I will also file a complaint with the consumer protection agency.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 06/11/2024

  We're sorry the ** case manager assigned to case ********** has not called. The customer will be contacted within 1-2 business days.

  Regards, ** Inc.

• Initial Complaint

  Date:05/25/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Although I am a new HP instant ink user and printer owner, (I purchased the printer from Target back on August 2023) do not share my password information with anyone or share the password with anyone, there is a printer added from 2021 that I did not add.My two factor authentication was also turned off. I am waiting for HP support to get back to me, since I do not share my account or password with anyone and have no idea what printer this is. Oh, by the way, I had a Canon before this so I am confused as to who added an unknown device to my account without my permission. This is fraudulent activity that should have been investigated properly.

  Business Response

  Date: 05/26/2024

  HP case manager has been assigned the New case **********. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:05/24/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 23, 2024 I selected, configured and placed an order for a laptop computer at hp.com. Upon completion of the order, I received an order number and printed the sales receipt. My credit card was charged $299.59 on the same day. On May 24, 2024 (more than 24 hours later) I received an email from HP stating that the order had been canceled and that they would be refunding my payment. I did not initiate this cancelation. On May 24, 2024 I called HP sales and customer service. They claimed that due to an issue on their side, they would not honor the sale price. They offered to sell the same product to me for $400. I believe that HP are engaging in bait and switch tactics to try and make me pay more for the product than the agreed upon price, and the completed transaction. It is not reasonable to expect a customer to know that a sale price is not valid during a promoted Memorial Day Sale. I have no faith that HP will not cancel another order, claiming that the price is still not valid.

  Business Response

  Date: 05/26/2024

  Hello, HP shopping escalation rep. will contact the customer within 1-2 business days.

  Regards, HP Inc.

  Customer Answer

  Date: 05/26/2024

   
  Complaint: 21757008
  
  I am rejecting this response because:

  HP had an opportunity to make this right when I contacted them, but they refused to honor the transaction. I have spent thousands of dollars on HP products over the years (laptops and desktop systems) and HP knew this from my order history and decided it was better to try and get another $100 out of me instead of own their mistake during a sale. I am a small business owner and I have eaten costs like this before, so I would think a multi billion dollar corporation would be able to do the same.

  Understand that my goal was to obtain a good deal on an entry level laptop for my daughter in the Memorial Day Sale, so this is time sensitive. I cannot wait for HP to maybe decide to do the right thing until after Memorial Day. I have since ordered a similar spec'd laptop from **** for $329, which proves that this is not an unreasonable price point for this system and I should not have expected this price was "too good to be true".

  I am not interested in hearing what HP have to say now. It should not be necessary for a customer to go through these steps trying to get a corporation to honor a completed transaction. 

  Feel free to close this case if need be. I just want to warn other potential customers about HP practices. I will never buy another HP product, just on principle.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/30/2024

  HP shopping case manager rep. has been assigned the case and will contact the customer within 1-2 business days.
  
  Regards, HP Inc.
  
  

• Initial Complaint

  Date:05/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The printer is never worked right from HP since I got it now the paper won't even go into it I have an extensive background and computers I fix plenty of HP Okie DOTA ******* I've worked with $100,000 equipment before the top of the line laser printers computers etc I've used rubbing alcohol on the little grabbers on the little feeders and it will not take the paper I cannot print out of the **** machine and they just keep giving me the runaround I had to contact them on messenger now they want me to call them I hate phones and I hate calling people and I charged $250 an hour for my consulting fees they can RMA return merchant authorization without me having to f****** call them I'm sick of this corruption it needs to stop now I deleted the previous message but I start off with what's wrong every and all details about the printer the serial number everything that they need and I get sick of them asking for it over and over again I'm not on there to be a jack off and get jacked off I'm trying to get my printer f****** fixed and print something no they do is ask the same question over and over the f*** again

  Business Response

  Date: 05/24/2024

  HP Case manager has been assigned the New case **********. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.