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

  3000 Hanover St MS1247 Palo Alto, CA 94304-1112

• 

  HP Incorporated

  7 Eagle Square Concord, NH 03301

• 

  HP Incorporated

  263 Tresser Blvd Stamford, CT 06901-3236

• 

  Hewlett-Packard Company - Sales & Support Office

  7100 Intermodal Rd Louisville, KY 40258

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:05/10/2024

  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.

  In December 11, 2023, I called Hewlett Packard and requested to purchase a replacement battery for my silver HP laptop. I gave them the serial number and model number of the laptop to diagnose the issue I was having. I spoke to ***** at around 4:47 AM. ***** remotely diagnosed my laptop and informed me that it needed a battery. I was given a CASE number (**********) for the battery sales NUMBER and was transferred to sales where I purchased the battery. I was told it would take 8-10 weeks for delivery. The battery costed $124.06. After receiving my emailed receipt, I printed it out and jotted down notes.A few weeks later, I called HP to report no delivery of my battery, and an investigation was supposedly begun.On 2/2/2024, two months after my purchase, I still had not received the battery. I called HP again to inform them of such. I spoke to ******, a female, and gave her my ORDER NUMBER (BVJW692401) and case number. I also emailed HPs **************** using the address ****** gave me. No one during this call was able to offer me support, or track my order, or gave a reason why I had not received my laptop battery. I also never received a reply via email about my case.So, today, May 10, 2024, I called HP at 9:43 AM and spoke to a representative who transferred me to *****. He sent me to ***** at another department; ***** sent me to tech support, where I spoke to *****. ***** gave me another number but transferred me to tech support at the same number I initially called ***************), In that ****** I spoke to ***. I was quite frustrated by now and told *** so, and he said hed send me to tech support where I need to speak to a supervisor. *** gave me ************** to another tech support ***** but transferred me over. At 10:20 AM, I spoke to **** who said he was in Sales. This is where I asked to speak to the supervisor.. He transferred me to his supervisor, ******* who sent me to tech support. I hung up and called my local NBC13 News and BBB.

  Business Response

  Date: 05/13/2024

  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:05/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Hi yes I ordered a custom labtop computer. I received it on May 6th 2024. I took it out of the box. But did not use it or set it up. Due too I ran into unexpected medical bills. And I'm on social v security retirement also going thru a bad hardship I have diabetes and herniated disc disease too. I would like too return labtop. Due too my bills also hoping I can get restocking fee waived. Hope hp can help me do too my crisis.

  Business Response

  Date: 05/10/2024

  HP shopping will assign a case manager to contact the customer and workout a resolution.

  Regards, HP Inc.

  Customer Answer

  Date: 05/10/2024

   
  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

  Date:05/10/2024

  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 sold me a printer that not only broke in general, but also required their own ink cartridges to be used after they sent an update. They currently have a class action lawsuit against them over this and they are not responding to my emails. They previously offered to buy back the printer, and have not responded now that I am asking them again to buy it back for fraud

  Business Response

  Date: 05/10/2024

  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:05/09/2024

  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.

  It is very unfortunate, I've got no additional options except to resort to filing a written complaint to a third party mediator in order to seek help from the business to which I paid for consumer products. On April 28, 2021 I purchased an ** Laser-Jet Pro in the amount of $638 and on July 25, 2023 I purchased an ** Omen PC in the amount of $1,631 and totaling $2,269. At the present time I cannot reach the ** Escalations Manager, who promised me an effective remedy coupon. I cannot complete any personal orders on **.com Store because the Payment Server belonging to HP Incorporated is blocked. I previously contacted the ** Escalations Manager to inform ** that having ordered an additional product (which was a *** Windows **************************** did not show an installation option to solely re-install onto a partitioned disk, but rather, the option is to wholly re-install onto the volume which would have caused my multiple operating systems to be erased. I refused and I sought assistance from online peers for weeks when finally reaching a technical solution without even using the *** Windows *************************** which I paid **.com an additional $70 dollars for. I needed a refund, however, the ** Escalations Manager sent me a coupon instead. I have been blocked from placing orders for unknown reasons and all of my personal orders have been automatically cancelled by the Payment Server. Be advised that I have attempted to place orders with and without the coupon and with several debit cards, all of which are in good standing. I use my debit and credit cards every day. There is no problems on my bank cards. I am telling you I know a Payment Server problem when I see it. I am very sad, additionally, that I couldn't retrieve a hardware manual to the ** Omen PC that I own in order to detail the internally named hardware and cross reference that to find drivers from the hardware maker. There are too many problems going on. I need PAPER. I spend so much money.

  Business Response

  Date: 05/10/2024

  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:05/09/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 have always stood by Hewlett Packard products, that is, until now. I live in a rural community in *******. The closest ******* is an hour away. I do printing at home for work frequently, however, the amount of printing I do varies from month to month. I decided to enroll in HP's Instant Ink program. What a scam! You are required to estimate how many pages you will print in a month, then you sign up for that plan. You can change the plan anytime, BUT, if you say you will only print 10 pages, and you end up printing 50 pages (since you don't know month to month how many pages you will print, THEN, HP will charge you EXTRA for "going over". No leeway. I have TWO sets of ink cartridges I can't use, because I decided to cancel my plan. I purchase my own paper, so that should have NOTHING to do with it. I need to print out some documents for my job, but, since I cancelled my subscription, ALL the extra ink I have and PAID for will not work. I spent over 30 minutes on the phone with HP. The first *** I spoke with told me I have TWO choices, THROW OUT THE UNUSED INK, OR, SEND IT BACK TO HP SO THEY CAN SELL IT TO SOMEONE ELSE!!!! Wow! She put her supr, ***** on the phone. He said the same thing! He kept trying to say, "You are paying for the service." I said, ************ I pay for is for the **** Hence, HP INSTANT INK!" I informed him of the only choices he left me with. This "service" is a scam! (At the beginning of my phone contact, a disclaimer was announced that ALL calls are recorded. So, the BBB can request those records as proof!)

  Business Response

  Date: 05/10/2024

  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: 05/10/2024

   
  Complaint: 21691104
  
  I am rejecting this response because:

  I was put in a predicament for suddenly not being able to print documents for work.  I had a new printer that I had bought last year, so, knowing that there is always a set of ink cartridges when you buy a new printer, I installed the new one.  I received an email from HP today, with their offer to send a set of ink cartridges, but I responded that I had changed the printer because I was in a bind.  I gave a counter offer that they provide a set of ink cartridges for the new printer, which is also an HP Officejet, model# ****e.

  I am awaiting to hear a response via email, due to my work schedule.
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 05/28/2024

  HP case manager has reviewed the customers Rebuttal. The customer will be contacted within 1-2 business days. New case **********.

  Regards, HP Inc.

  Customer Answer

  Date: 05/30/2024

   
  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.  I trust the ink they sent will work without issue.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:05/09/2024

  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.

  I bought a HP printer office pro **************************************************************************** I found that they were too intrusive in data collection and said that the printer would not work without an app and the app had to collect data for me to print. I voiced my reservations to them about that, since If I had such information prior to purchase I would not have bought the printer. Since it was already open and installed I had no options but to keep it. Come mid April I changed our internet providers to ******* and connected all my devices seamlessly to the internet except my dear beloved printer. Could not print to save its life, each time the printer showed it was offline while connected.Upon calling HP they demanded 20 dollars to fix the issue. I checked online and there are a lot of customers having the same problem Seems to me that HP has ignored this issue deliberately to add to their revenue stream. There is no way this software issue can exist for over 5 years without a fix.I need them to fix this software issue with my printer. It is a problem on their end and we as customers need a permanent fix and not to be exploited, with little fee anytime their equipment breaks down.

  Business Response

  Date: 05/10/2024

  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:05/08/2024

  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 made the mistake of purchasing a second HP printer/scanner since my last HP printer became obsolete and no longer supported by HP. I signed up for their instant ink program which I was told would supply me with ink cartridges when I was running low. My printer completely stopped working on May 6th due to color ink being gone mostly due to the 20+ "test pages" generated & wasted. (also the black cartridge was gone as well, yet indicator did not show) I rec'd the printer on 04/20 and was out of ink already. Since the "ink program" delivery had not even shipped until today 05/08, I had to purchase ink from Amazon for $49.67 and paper for $18 (receipts attached). I was told I would not run out of ink. Since printing requires using their HP Smart App which does not provide a "print preview", so in an attempt to print a photo collage, I used up ALL the color ink I should not have had to pay for and wasted nearly half the $18 paper. HP has been using various tactics for years to ensure only the expensive HP Proprietary *********** works.

  Business Response

  Date: 05/09/2024

  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: 05/09/2024

   
  Complaint: 21684421
  
  I am rejecting this response because:

  They responded asking for information already provided
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/28/2024

  HP Case ********** - 
  No compensation will be applied as customer just signed up for ********************** Ink, customer should have to wait for the Welcome Kit (customer received already) aside from that 2 ink shipments have been delivered and customer paid for the Ink Cartridges with a Gift Card. 
  

  Regards, HP Inc.

• Initial Complaint

  Date:05/08/2024

  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.

  5/8/2024 HP has reached through the internet, invaded my privacy, and turned off MY HP Printer that I own. In ************************************** any volume. I've had an Instant Ink program that they charged my account monthly for for years. I.ve paid for the little bit of ink that currently resides in my printer. They disagree and claim I must remove the current ink, throw it away and buy new ink. This is absurd that they have the right to reach into my home and disable my printer.

  Business Response

  Date: 05/09/2024

  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:05/08/2024

  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.

  My Smart Tank printer 7301 is not printing the Cyan color. I purchased this printer on December 13, 2022 and have only printed 512 pages since owning the printer. I did not opt for the additional warranty as the printer worked well. The printer stopped printing cyan right after the warranty expired. The tanks are full for all colors. I contacted support and followed all the troubleshooting HP provided, (reset, clean head by software and mechanical, ) but is not working. The tricolour printhead 3YP1A is currently impossible to buy is not available at HP or Amazon. I was told to discard my lightly used printer and buy a new one because it is out of warranty and the printhead is out of stock. Why would I buy this printer AGAIN after this experience??HP should stand behind its products. If they don't have the replacement parts needed to keep the printers operational, they should not sell the printers, or extend the factory warranty period beyond one year. Please send me a new printhead or replace my printer at not additional cost to me. Case Number **********

  Business Response

  Date: 05/09/2024

  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:05/08/2024

  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.

  I have paid for two HP computers for my recording studio, they have sent me one computer that didn't have windows installed and one that came right out of the box with malware that actually disables the mouse and keyboards. I called HP and they told me I would have to talk with one of their very, very expensive friends of whom I'm really "Not a friend of'. I then get to speak with someone who tells me I have to download a copy of windows on a thumb drive and re-download it on my pc which I have done and it still isn't working correctly and the other PC I was told would cost me almost $500.00 for their malware tool. Neither keyboard or mice do a thing and i cannot afford someone to come look at these especially after paying for extended years of warranty they don't wish to bother with. I also pay for insta-ink and I can never get the damned printer to work at all. My business is doomed to fail.

  Business Response

  Date: 05/08/2024

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

  Regards, HP Inc.