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

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  HP Incorporated

  950 W Maude Ave Sunnyvale, CA 94085

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  HP Incorporated

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

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  Hewlett Packard

  150 13571 Commerce Pkwy Richmond, BC V6V 2R2

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  Hewlett Packard Company

  45 BARNWOOD CT FLORENCE, KY 41042-9110

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:04/13/2024

  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.

  purchased a HP printer in June 2023, first couldn't connect to Spectrum network, had to file FCC compliant to get connected after weeks of trying. Moved to new address March 23, 2024. Took several attempts re-connect. Then lost **** associated to HP print account. Signed up for ink subscription when first purchased HP printer. Which said would get regular ink cartridges. After *************** of not getting ink, decided not to continue subscription. Called HP ink support to get help printing & was told if I did not use HP monthly ink subscription I could not print & had to buy new ink cartridges or I couldn't print. Received email saying i had to return cartridges back to **. These are original cartridges that came with printer. I want refund electronically so can purchase my on oink cartridges. Or will file FCC formal complaint.

  Business Response

  Date: 04/15/2024

  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:04/12/2024

  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.

  On December 15, 2022, I purchased an ** Deskjet 2755E printer along with a 3-year warranty. The printer worked well until April 3, 2024 when and an internal part broke and the printer became inoperable. On April 3 , 2024, I contacted ** and provided all of the required verification for my warranty including the printer's serial number. After an hour of waiting for verification, the ** rep. finally agreed that I was entitled to a new printer and would send me pre-paid postage to return the broken printer. However, after a week of waiting, I have not received the pre-paid postage in my email. As I no longer have a working printer, I can only send you proof in the link below.I ************************************************************************ Quite frankly, ** did everything they could to prevent me from verifying this warranty including forcing me to send them a payment as well as having me take a picture of the broken part which required twenty minutes of effort due to the broken parts location. It is obvious that ** does not intend to honor this valid warranty claim and only wants to retain my warranty payment. Regards, ***********************

  Business Response

  Date: 04/12/2024

  HP case ********** has been assigned to a case manager. The case manager will contact the customer within 1-2 business days.

  Regards, HP Inc.

  Customer Answer

  Date: 04/12/2024

   
  Complaint: 21566363
  
  I have waited over a week for HP to honor this warranty including an hour on the phone with their rep who did not send me a promised pre-paid postage. I should not have to wait up to two more days for yet another HP rep. to call me on an issue which should have been resolved a week ago. Finally, I DO NOT HAVE RELIABLE PHONE service and most likely would not receive the phone call from this rep. I am therefore asking that HP respond to my complaint in writing directly to the BBB.                Thank you. ***********************
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/05/2024

  HP case **********

  Notes: Customer has emailed us back refusing to cooperate further, stating she already told us she no longer has access to her Amazon account (she never did, full audit of the email trail reveals no such information). Customer is now saying 'adios' and that she's going to just slam us on social media. As the customer will not cooperate with the CM and has basically implied she's done talking to me, we will archive this CPL. *** customer is still welcome to work out the particulars of the current order with frontline tech support as her machine is technically still under warranty as of time of writing

  Regards, HP Inc.

  Customer Answer

  Date: 05/09/2024

   
  Complaint: 21566363
  
  Your response is both false and annoying as I gave you EVERY OPPORTUNITY' to honor the warranty I had with you. As far as "slamming you" on social media, the only thing I will do is tell the truth about HP in my reviews.  Quite frankly, I think that will be more than enough for consumers to decide to not purchase your products
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/30/2024

  HP case **********
  Notes: Customer has emailed us back refusing to cooperate further, stating she already told us she no longer has access to her Amazon account (she never did, full audit of the email trail reveals no such information). Customer is now saying 'adios' and that she's going to just slam us on social media. As the customer will not cooperate with the CM and has basically implied she's done talking to me, we will archive this CPL. *** customer is still welcome to work out the particulars of the current order with frontline tech support as her machine is technically still under warranty as of time of writing
  Regards, HP ****

  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:04/11/2024

  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.

  today I was contacted by a rep named ******* from hp. He claims they attempted a refund and according to my bank they made no effort. He then called me a stupid Chinese and I must drop my case against them. His last message was a threatening one. Funny thing is I am not asian. I am white. I will list it here::::Hello **** , Thank you for allowing me the opportunity to help you. This email is to inform you that your case will be archived as of today. Should you need additional assistance, you may reach out to me via phone since I will no longer have access to closed case email communications. For other inquiries or if the matter was not adequately resolved, please send an email to ***************************** ******************************* Thank you for being a valued ** customer!Our advice is strictly limited to the question(s) asked and is based on the information provided to us. Please review the ** Support Disclaimer in your own language / ????: ****************************************** they owe me money and don't want to pay,

  Business Response

  Date: 04/12/2024

  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: 04/12/2024

   
  Complaint: 21564664
  
  I am rejecting this response because: ******* has declared there will be no settlement and his word is the only word regarding the matter. HP has demonstrated the lack of customer service and racism by allowing this rep to decide this case before it was heard in any court of law. I am asking for a national boycott of HP and its products until it learns that its subject to USA laws not its own mentally challenged representative They will pay my money as owed along with appropriate interest and damages.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/05/2024

  HP case manager reached out to the customer and explained the process- Case ********** is closed status. 

  Regards, HP Inc. 

• Initial Complaint

  Date:04/11/2024

  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 assigned a new case manager due to the problems with the first case manager's handling of my complaint about the failure of HP to honor the terms of the purchased contract for a 5-year next business day onsite accidental damage and handling care pack for a business computer purchased directly from Amazon. The care pack was purchased from HP directly and HP was provided with all requisite information for processing a repair of the computer onsite in accordance with the contract. Note that the contract starts with the date of purchase of the computer and supersedes the lesser terms of the standard warranty which requires a send-in of the computer. The expensive 5-year care pack provides at all times for onsite repair or replacement of the computer. The new case manager, *****************, attempted to impose the conditions of the standard warranty instead of the expensive contract for onsite service with the 5-year care pack. She insisted on a send-in of the computer which is a "bait and switch" illegal operation: entice the customer to purchase an onsite contract and then fail to honor it. I provided all of the URLs for the contractual language to no avail. Mgr Mai actually then gave me a few hours to accept her downgrade of the warranty to a send-in or she would close the case.I appealed to the **** to the **************** Staff and even to the Ethics Officer but have received no acknowledgment of receipt or reply to my emails. I have attached the last email in the series because it provides the information necessary for HP to review the documents and at last cease and desist its fraud and to either repair the computer onsite, replace it with the same or a newer model which must have the Dreamcolor screen for my visual disabilities -- or preferably take back the computer and refund its original purchase price as well as the purchase price of the care pack which it has deliberately not honored at all, let alone timely. I ask that HP **************** handle this case.

  Business Response

  Date: 04/12/2024

  HP escalations Case manager is already working with the customer. Case ********** is open status. The customer will be contacted by her case manager.

  Regards, HP Inc.

  Customer Answer

  Date: 04/12/2024

   
  Complaint: 21562979
  
  I am rejecting this response because:

  HP's response is disingenuous as this customer has not been contacted with a new executive case manager to handle the improprieties perpetrated by both Executive Case Managers ************** and *****************. Executive Case Manager *** acknowledged that the former executive case manager had ignored this customer's correspondence for months and then Executive Case Manager *** sent a March 6, 2024 email [see the attachment thread of email correspondence made to the complaint] saying that she was closing the case at the end of the business day unless the customer emailed back an acceptance of the downgrading of the repair from the 5-year onsite care plan to the standard warranty of a send-in of the unit. HP never responded to this customer's March 6, 2024 protest of that threat from the case manager. This customer has NOT been contacted and NO ONE is working on this case currently at all.

  NOT ONE WORD FROM HP TO ME SINCE MARCH 6, 2024 IN THIS MATTER -- NOTHING AT ALL. THE RESPONSE FROM HP IS MENDACIOUS.

  Furthermore, because both previous Executive Case Managers, Strong and Mai, have actively violated this customer's contractual rights under the ****** next business day onsite ADH care pack and harassed and ignored this customer with impunity, a new executive case manager would be needed to move forward in the first place as such new HP representative would need to review and redress the improprieties by both previous executive case managers. This customer requested as a part of a resolution attempt that she to work directly with someone from the ******************* as it is likely that whatever executive case manager might finally respond to this BBB complaint, the same misrepresentations and attempted coercions and threats of case closing will almost surely ensue again.

  BBB should not close this case -- not at all. HP's track record in this matter has been "bait and switch" from day one of this customer's care pack warranty request for repair and the misrepresentation made to BBB about being in contact when the submitted correspondence shows that HP has instead completely ignored the customer since March 6, 2024 -- with one legal officer of HP, *************, apparently blocking future emails rather than reply, as can also be seen in the thread of correspondence attached to the complaint -- there is no evidence whatsoever that HP intends to abide by its care plan contract -- no evidence at all.

  As stated in the resolution request, this customer wishes to work directly with the **************** so that her contractual rights will be front and center and will no longer be denied by so-called HP executive case managers who appear to be hired to stonewall customers until they go away. Well, this customer will NOT go away and if HP fails in its obligations, the *** Attorney ************************ will be asked to step in. The fastest resolution to this case would be the proposed buy-back option where HP would refund the entire purchase price of both the business computer and the business 5-year onsite next day ADH care pack. BBB should realize that HP has deprived this customer of a full-functioning computer under her 5-year care pack warranty FOR ONE FULL YEAR. Does HP actually believe that continuing this charade of misrepresentations from executive case managers stonewalling -- and now HP's misrepresentations to BBB as well -- will in any way compensate me for this loss of my contractual rights SUFFERED FOR ONE FULL YEAR? 

  This customer requests a full buy back at full price of the computer and the care pack -- enough is enough, now that HP has provided misrepresentations to the BBB as well, with no evidence whatsoever that any attempt at all was made to answer this customer's emails since March 6, 2024. 

  
  Sincerely,
  
  *********************************** (PhD)

  Business Response

  Date: 05/05/2024

  HP case 5120660411 is open status, case manager working on a resolution.

  Regards, HP Inc. 

  Customer Answer

  Date: 05/08/2024

  
  Complaint: 21562979
  
  I am rejecting this response because there has been absolutely no contact attempt made by HP at all since I filed my complaints with corporate directly and also none since I filed my complaint with BBB. HP has misrepresented twice to BBB that it is working on a resolution with me -- this is FALSE.

  The case cannot be closed because there is no evidence or exhibit in an attachment provided by HP to substantiate its claim of working on a response. None because HP has failed to contact me AT ALL.

  I state and restate my complaint and demand to be made whole by HP through the buy-back of both the computer and the 5-year Care Pack at full purchase price. I remind BBB that HP has dragged this on for over a year, depriving me of the use of a fully-functional system and has regularly ignored correspondence in this matter -- and now is pretending to the BBB that it has a case manager working with me.

  Again, I repeat that I do not consider it appropriate to be subjected to the same case managers who have abused me in the past with false information and emails with improper if not illegal ultimatums which the controlling contract for the 5-year ONSITE next day accidental damage and handling Care Pack does not authorize. HP has willfully and repeatedly violated the contractual terms of the Care Pack and must at long last make restitution to make this customer whole. 

  If HP has assigned a new, higher level case manager I would be pleased to hear from this person. TO DATE, NO ONE AT ALL FROM HP HAS CONTACTED ME SINCE THE DATES OF MY COMPLAINTS TO CORPORATE (see the complaint attachments) AND SINCE THE FILING OF THE BBB COMPLAINT.

  Sincerely,
  
  *********************************** (PhD)

  Business Response

  Date: 08/19/2024

  Ref: *********************1. Customer ******** has been escalated to the highest level of support, and her current situation is being evaluated to determine the best course of action.

  
  

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 21562979
  
  I am rejecting this response because HP offered a conflicting response to one of the two complaints and their HP internal case numbers, and it is important to know which response is accurate.

  In other words, as of this writing, the responses of HP have either been dismissive or promising attention which never comes. I must reiterate that no one from HP has bothered to contact this customer for over a year so it is difficult to believe that the assurances of escalation made to BBB are accurate or simply stated to convince BBB to close the case.

  The complaint case needs to remain open until the results of the alleged escalation are brought forward for the complainant's and BBB's review.

  
  Sincerely,
  
  *********************************** (PhD)

  Business Response

  Date: 08/27/2024

  Customer ******** has been escalated to the highest level of support, and her current situation is being evaluated to determine the best course of action. Reference case(s) *********************1. 

  Regard, HP Inc. 

  Customer Answer

  Date: 08/28/2024

   
  Complaint: 21562979
  
  I am rejecting this response because HP repeats this mantra over and over again but no one phones me and there is no resolution as they are deliberately running out the clock on the warranty.

  Please do not close this case yet as there is no resolution and well over a year has passed with HP ignoring the case and the clear language of their contractual obligations.

  
  Sincerely,
  
  *********************************** (PhD)

  Business Response

  Date: 08/29/2024

  Customer ******** has been escalated to the highest level of support, and her current situation is being evaluated to determine the best course of action. Reference case(s) *********************1. 

  Regard, HP Inc. 

  Customer Answer

  Date: 09/03/2024

   
  Complaint: 21562979
  
  I am rejecting this response because it strains credulity that HP cannot respond with a substantive answer within the generous amount of time allotted by BBB.

  HP repeatedly states that very same sentence yet NOT ONCE HAS ANY SO CALLED ESCALATION MANAGER EVER MADE ANY ATTEMPT TO GET INTO CONTACT WITH ME SINCE THE FILING OF THE COMPLAINT.

  BBB is asked to keep the case open as HP needs to respond substantively and stop this stalling game. The delays incurred by these constant stall tactics reminds one of the saying "justice delayed is justice denied" and indeed, the longer HP delays the more this customer is harmed.

  BTW This complainant has been a customer of HP business laptops since 2012.

  
  Sincerely,
  
  *********************************** (PhD)

• Initial Complaint

  Date:04/11/2024

  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.

  Customer purchased an ** computer from *** and purchased a care pack for the year following the expiration of the original warranty -- but the purchase was made before the expiration of the original warranty. Computer was sent in for repair during the original warranty and replaced by ** after mishandling by the repair department and a defective replacement computer was provided. At all times those transactions were under the original warranty. At no time was the newly-purchased care pack involved.** then provided a new ** Envy in exchange and in consideration for the problems experienced and customer was told she could be refunded for the unused post-warranty care pack on the *** purchase and then she could purchase a new care pack for the new computer which would need to be purchased before the end of that new computer's original one-year warranty.Due to illness, the customer delayed in processing the refund but ** knows that the care pack for the computer returned to ** was never in force and that a refund is due. Further, the customer contacted ** in writing and by phone before the end of the one-year original warranty on the ** Envy x360 to process the refund and purchase a new care pack.After no response, customer phoned ** and was transferred several times, each time recounting the same issues and providing all of the purchase details and request for refund and new purchase. The phone call lasted more than an hour but was disconnected "accidentally" by ** during the conversation with the agent who was described as having the authority to issue the refund and help with the purchase. The agent did NOT phone the customer back, allowing the one-year period of the original warranty on the new computer to lapse.An ** escalations manager needs to contact this customer at the email address on the forwarded correspondence to process the owed refund and the purchase of a new care pack, as it is **'s fault that the phone call was not returned to this customer.

  Business Response

  Date: 04/12/2024

  HP Case manager has been assigned the New case **********. The customer will be contacted within 2-3 business days.

  Regards, HP Inc. 

  Customer Answer

  Date: 04/12/2024

   
  Complaint: 21562843
  
  I am rejecting this response because:

  I am asking BBB not to close this case just yet as the modus operandi of HP has been to pretend that the case manager being assigned solves the problem -- it does not.

  My experience with HP Case Managers for YEARS has been that they stonewall the complainant with obstacles and never really resolve the issue. In one case about five years or so ago, HP literally sent this customer a large TV box and two pieces of foam (not fitting the computer or the size of the box at all) to mail back a $2500 computer under warranty for repair. The Executive Case Manager ************************* actually pretended that HP had no computer mailing boxes available. So, of course, no intelligent computer owner would put a $2500 business computer into a four-foot by three foot box for mailing with two 1 1/2 foot square pieces of foam -- the computer would be seriously damaged. The case manager achieved his goal: this customer did not mail back the computer and it remains only partially functioning to this day. Partially functioning is better than completely destroyed -- or is it? HP cheated this customer then and will not be permitted to do so again.

  Further, this customer has had repeated experiences of mendacity and stonewalling from HP on another computer case. Therefore, yes, this customer will try to work with an executive case manager to resolve this issue but until it is actually resolved, BBB is asked to not close this case. HP needs to prove by actual satisfactory resolution that it is acting in good faith.

  
  Sincerely,
  
  *********************************** (PhD)

  Business Response

  Date: 05/05/2024

  HP escalations case manager is working with the customer. Case ********** is open status.

  Regards, HP Inc. 

  Customer Answer

  Date: 05/08/2024

   
  Complaint: 21562843
  
  I am rejecting this response because:

  HP is outright lying -- I have been contacted by NO ONE since I made the extensive phone calls and sent the email documentation to HP for this case. I do not have any confirmation from HP to know if the assigned number referred to in the response is accurate or relates to another or earlier case.

  ABSOLUTELY NO RESPONSE WHATSOEVER RECEIVED FROM HP: NO ONE IS "WORIKING WITH ME" FROM HP ON ANYTHING.

  Please do not close this case as HP needs to explain its deliberate mendacity and finally make this customer whole.

  Sincerely,
  
  *********************************** (PhD)

  Business Response

  Date: 05/30/2024

  HP Executive escalation case manager is working with the customer on a resolution.

  Case **********

  Regards, HP Inc.

  Customer Answer

  Date: 05/31/2024

   
  Complaint: 21562843
  
  I am rejecting this response because:

  I have not been contacted by HP at all since I filed this and a second case complaint -- and I filed the complaints because HP ignored my emails.

  The case number being listed by HP has never been used in any emails to me from HP -- I searched my three email accounts and there is no correspondence from HP since January when HP unilaterally closed case ********** without repairing or replacing the unit -- ONE YEAR AFTER THE REPAIR WAS REQUESTED UNDER A 5-YEAR NEXT BUSINESS DAY ONSITE CARE PACK CONTRACT for my Zbook Studio G5 x360 with Dreamcolor.

  The case concerning the Envy x360 was originally numbered 5101993599 and my follow-up email on that case has since been ignored as well.

  Note that HP does not provide a name for the alleged case manager who has never ever contacted me. HP needs to actually contact the customer to say that a case manager is working with the customer -- no contact with me at all means that HP is lying to the BBB.

   

   

  
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 05/31/2024

  HP Executive escalation case manager is working with the customer on a resolution. The case has been re-escalated.
  Case **********
  

  Regards, HP Inc.

  Customer Answer

  Date: 05/31/2024

   
  Complaint: 21562843
  
  I am rejecting this response because NO ONE FROM HP HAS CONTACTED ME EVER ON THIS CASE -- I HAVE NEVER RECEIVED ANY COMMUNICATION FROM AN ESCALATION CASE MANAGER NOR HAVE I EVER BEEN INFORMED OF THIS PUTATIVE CASE NUMBER.

  It is time for HP to be honest and actually contact the complainant rather than repeatedly pretending that it is making any attempts whatsoever to resolve the matter complainted about.

  
  Sincerely,
  
  *********************************** (PhD)

  Business Response

  Date: 06/20/2024

  HP Executive escalation case manager is working with the customer on a resolution. The case manager will contact the customer. 
  Case **********
  
  Regards, *******

  Customer Answer

  Date: 06/24/2024

   
  Complaint: 21562843
  
  I am rejecting this response because I have filed another complaint with the BBB concerning a second computer and the response was the same, albeit with a different internal ** case number that I have never seen before -- and ** did not contact this customer at all.

  I ask that the instant complaint be held open until ** and I can report back that contact from ** was made with the complainant.

  Therefore, the response to the instant complaint being identical to the other computer complaint, albeit with yet another new case number that I have never seen before, and containing the same promise of a future contact, I must reject the response until actual contact with the complainant has been made. Even if the ** contact email simply stated that the response is still under deliberation, the complainant should receive contact directly from ** with the name of the relevant case manager and providing a time estimate for resolution. 

  ** appears to be making a mockery of the BBB complaint process by pretending that it is attempting to resolve complaints but then never contacting the customer.

  If ******************** closes the complaint anyway due to time limitation constraints allotted per complaint for their internal BBB processes, should another month go by without actual contact from **, I will file new complaints with the BBB.

  Sincerely,
  
  *********************************** (PhD)

  Business Response

  Date: 06/27/2024

  HP Escalations Case Manager is currently working the case, ref **********. 

  Regards, HP Inc.

  
  

  Customer Answer

  Date: 07/15/2024

   
  Complaint: 21562843
  
  I am rejecting this response because:

  HP has not contacted this customer AT ALL despite the repeated statements from HP to BBB.

  HP MUST CONTACT THE CUSTOMER BEFORE THE **** CAN BE CLOSED. Neglect of the customer correspondence as well as of the customer's rights and payments for services is part of the ongoing complaint.

  
  Sincerely,
  
  *********************************** (PhD)

  Business Response

  Date: 07/31/2024

  HP Executive Manager is still working on the research for this Customer, reference case **********.
  

  Regards, HP Inc. 

   

  Customer Answer

  Date: 07/31/2024

   
  Complaint: 21562843
  
  I am rejecting this response because it should not take months to work on a case when full documentation has been provided and when NO CONTACT FROM HP TO THE CUSTOMER FROM THE CASE MANAGER HAS TAKEN PLACE.

  Please do not close this case yet -- HP needs to respond substantively and not with repetitive stalling.

  
  Sincerely,
  
  *********************************** (PhD)

  Business Response

  Date: 08/01/2024

  HP Executive Manager is still working on the research for this Customer, reference case **********.
  
  Regards, HP Inc. 

  Customer Answer

  Date: 08/05/2024

   
  Complaint: 21562843
  
  I am rejecting this response because HP has made no attempt to contact me, to provide the name of the agent -- nothing. All HP does is say that a simple case is requiring months and months and months of research while HP has all of the documentation in the email history sent to the original case managers.

  HP needs to contact the customer with details of how it is proceeding both with this computer problem and with the one where HP has repeatedly violated the terms of the Five-year **************************** Pack for a Zbook Studio x360 G5. HP is actually wasting so many months of these warranties that they will need to extend them to make up for the lack of service and the stalling of the BBB complaint as well.
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 08/12/2024

  HP apologizes for the inconvenience. Issue has been escalated to HP Legal, reference **********.

  Regards, HP Inc.

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 21562843
  
  I am rejecting this response because it is not a final response -- and therefore I must insist that BBB keep this complaint open.

  I also ask ** through BBB to ensure that ** Legal also deals with the last complaint to BBB which had to be closed by BBB for inordinate delays, false statements of assignment to a case manager, and lack of resolution by **: Complaint ID ******** with an apparently imaginary ** Case # of 5120660411.

  This second complaint which ** deliberately failed to resolve is the complaint concerning the ** Zbook Studio G5 x360 with a Five-Year Next Business Day ONSITE Accidental Damage and ************* Pack -- COMPLETELY IGNORED BY ** FOR WELL OVER A YEAR. I have been deprived of the full functionality of the computer due to **'s refusal to send a tech onsite, imposing a "bait and switch" demand of cheap mail-in service. The last time I mailed in a computer, the one from ***, the repair department sent the computer back, not only NOT fully repaired, but DIRTY and with scratches and damage to the rubber "feet" on the unit. Therefore the unit was swapped out for the Envy but the extended care pack (never used) purchased for the *** computer has never been successfully transferred to the Envy or refunded so that a new care pack could be purchased. Instead, as usual, ** tries to run out the clock on the timelines for these services by ignoring the customer's rights.

  ** has NOT abided by the terms of the Zbook Studio G5 x360's ************** Pack which GUARANTEES ONSITE NEXT BUSINESS DAY ACCIDENTAL DAMAGE AND HANDLING SERVICE -- instead ** has repeatedly attempted an illegal "bait and switch" to a lower much, much cheaper class of service: mail in to **. I did not pay the extraordinarily high price for a FIVE YEAR NEXT BUSINESS DAY ONSITE ******** PACK only to have ** cheat me and downgrade the service to a demand THAT IS NOT ALLOWED IN THE CONTRACTUAL LANGUAGE OF THAT CARE PACK. I will not subject my laptop to the potential of damage in transit when I contracted for ONSITE SERVICE ONLY.

  Therefore ** is requested to respond to both the ** Envy x360 case AND the Zbook Studio G5 x360 case because if this continues -- and ** has already been depriving me of my rights for well over a year -- then the New York State ******************************************* will be asked to look at the correspondence and contracts which sustain my position and condemn ** of illegal "bait and switch" operations.

  Sincerely,
  
  *********************************** (PhD)

  Business Response

  Date: 08/15/2024

  HP has been working with ***************** since March 2023 regarding the same issue, and the same offers have been consistently made. She has declined these offers and continues to demand onsite support, which HP has determined is not the best course of action for her products particular issue. ****************** was educated her demand for technical troubleshooting to be performed onsite in her home is outside of HP process. All technical troubleshooting is either done remotely or in-house at a secure HP facility.
  The two options presented to ****************** were:
  Send the unit into HP for technical troubleshooting and engineering evaluation.
  Or receive a full refund of her Care Pack.  Since the standard factory warranty on said unit has expired, selecting this option will result in the expiration of the extended warranty (Care Pack). Please note this is being offered as a goodwill gesture since the customer is refusing to cooperate with HP's warranty terms. Care Packs are not intended for onsite troubleshooting; their primary intent is for the replacement of parts. Per ******* Pack Terms and Conditions: HP may terminate at any time after the effective date of this Agreement if Customer fails to perform or observe any condition of this Agreement with HP.
  Thank you for your attention to this matter.
  

  Customer Answer

  Date: 08/30/2024

   
  Complaint: 21562843
  
  I am rejecting this response because, while it pretends to be "fair" and "generous" by offering to refund the care pack -- which would have to be in its entirety and NOT pro-rated -- the entire message misrepresents the facts of the case and the corporation leaves the customer harmed with a defective keyboard and losing all of the warranty coverage since early 2023.

  HP Has been ignoring the CLEAR LANGUAGE OF THE FIVE-YEAR NEXT BUSINIESS DAY ONSITE ACCIDENTAL DAMAGE AND HANDLING CARE PACK. There is NO PROVISION FOR ANYTHING BUT ONSITE SERVICE -- read the PLAIN LANGUAGE OF THE ***** OF THE CONTRACT SUBMITTED TO BBB.

  HP invented the fiction that the computer's symptoms indicate that the unit "must have suffered a spill" even though no spill was reported and this deliberate FICTION was used by HP to NOT REPLACE THE KEYBOARD ONSITE.

  It is NOT the customer who has been non-compliant and defiant of the terms of the contract: IT IS HP THAT DOES NOT WANT TO INCUR THE COST OF SENDING A TECHNICIAN TO THE SITE SO IT WILLFULLY INVENTS FICTIONS AND DEMANDS TO DOWNGRADE THE CARE PACK TO THE HUNDREDS OF DOLLARS CHEAPER SEND-IN SERVICES. This is classic, illegal "BAIT AND SWITCH."

  Furthermore, HP SPENT MOST OF THE PAST YEAR AND A HALF IGNORING THE CUSTOMER. In point of fact, since the filing of the BBB complaint, HP NEVER ONCE EVEN ATTEMPTED TO CONTACT THIS CUSTOMER -- NOT ONCE WAS AN EMAIL RECEIVED, NOT ONCE A PHONE MESSAGE ON VOICEMAIL -- ABSOLUTELY NOTHING yet HP has repeated lied to BBB and pretended that this complaint was in "negotiations." NOT A WORD OF HP'S CHARACTERIZATION OF THIS CUSTOMER IS ACCURATE.

  Furthermore, I purchased two other Zbook Studio G5 x360 units, one from a private individual and one from a reseller, and the one from the reseller exhibited THE EXACT SAME SYMPTOMS AS THE ***** PURCHASED FROM AMAZON, THE SYSTEM IN QUESTION.

  Surprise: the reseller simply replaced the keyboard with a new keyboard and THE ISSUES WERE SOLVED. But HP refuses to have a technician come onsite to do that because HP prefers to risk a class-action lawsuit by differently treating customers in remote areas who purchased the expensive onsite care packs, subjecting us to lies, harassment, demands to downgrade the service to mail-in with no compensation for BREACH OF CONTRACT BECAUSE ALL OF HP'S ACTIONS AND INACTIONS IN THIS CASE ARE IN FLAGRANT VIOLATION OF ALL OF THE ***** AND CONDITIONS OF A NEXT BUSINESS DAY ONSITE (got it? ONSITE) ACCIDENTAL DAMAGE AND HANDLING CARE PACK. 

  BBB has the documents and they speak for themselves. 

  So what is now required to settle this is a repair of the computer ONSITE and an EXTENSION OF THE WARRANTY BY THE FULL TIME THAT HP HAS BEEN MISREPRESENTING THIS CASE AND REFUSING TO PROVIDE THE CONTRACTED FOR SERVICE.  In lieu of the extension and repair onsite, HP can repair the computer as it wishes but must refund the entire care pack price for having deprived the customer of the services contracted for, harassing and stressing her and threatening her with no service at all.

  HP should therefore also APOLOGIZE TO BOTH THE CUSTOMER AND THE ******************** FOR ITS FALSE ALLEGATIONS BECAUSE, AS THE RECORD SHOWS, THE COMPUTER WAS NEVER REPORTED AS HAVING A SPILL DESPITE THE **** THAT THERE WOULD BE NO PENALTY IF IT HAD AS THE CARE PACK IS AN ******** PACK.

  Furthermore, HP CANNOT PROVIDE A COPY OF A SINGLE EMAIL SENT TO THIS CUSTOMER PURSUANT TO THIS COMPLAINT EVEN AS HP HAS OUTRIGHT LIED TO BBB AND PRETENDED THAT A CASE MANAGER WAS CONTACTING THE CUSTOMER AND WORKING ON A SOLUTION.

  HP has not responded to MULTIPLE EMAILS EVEN TO THE LEGAL DEPARTMENT which gives the clear impression that HP MAY BE REGULARLY BREAKING THE CONTRACT OF ONSITE CARE PACKS WITH SINGLE CUSTOMERS AS OPPOSED TO BUSINESSES AND NEGLECTING CUSTOMERS IN REMOTE AREAS REQUIRING TECHNICIAN DRIVING TIME RATHER THAN IN LARGE CITIES WHERE TECHNICIANS INCUR MINIMAL TRAVEL TIME.

  I have also asked BBB to review this case, to look at the contracts, to ask HP to prove that the contracts it publishes on its Websites are false despite recent copyright dates with NO REPLACEMENT OF ***** TO  INTRODUCE A NOW NON-EXISTENT "PROVISION" TO SUBTRACT ONSITE SERVICE FROM ONSITE SERVICE CONTRACTS.

  And HP needs to PROVE with ***** of correspondence, etc. that it has even once made any attempt to contact this customer so that the customer's ISP may be asked to authenticate such putative emails. THERE ARE NONE AND THERE WERE NONE SINCE I CONTACTED THE LEGAL DEPARTMENT AND, BEING IGNORED with ONE OFFICER ACTUALLY BLOCKING THE CUSTOMER'S EMAIL ADDRESS TO "SILENCE" HER. THEREFORE I CONTACTED BBB.

  Let's get serious: A FIVE-YEAR NEXT BUSINESS DAY ONSITE ******** PACK IS JUST THAT: a contract for ONSITE SERVICE. PERIOD. END OF SENTENCE.

  Repair the computer onsite and extend the care pack by the year and a half that HP was in breach of contract - OR - repair the computer in the lower class of service but ON CONDITION TO ALSO REFUND THE ENTIRE PURCHASE PRICE OF THE ONSITE SERVICE CARE PACK WHICH HP DID NOT AND DOES NOT HONOR:

  CLASSIC "BAIT AND SWITCH" CANNOT BE TOLERATED. THE CUSTOMER MUST BE MADE WHOLE FOR THE **** OF COMPUTER USE FOR A YEAR AND A HALF DUE TO THE STICKING KEYS, ETC., THE STRESS AND HARASSMENT AND MISREPRESENTATONS ENDURED -- ALL OF WHICH ARE ****ES BEYOND THE SIMPLE **** OF AN UNREPAIRED COMPUTER.

  
  Sincerely,
  
  *********************************** (PhD)

• Initial Complaint

  Date:04/11/2024

  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 a corporate home office in my home and I work 100% remotely. Over the past two years, I've purchased a total of four (4) HP 32f monitors and all but one (1) have gone out! I am so frustrated! When I relocated from ** to GA and purchased my home, I initially bought two HP 32f monitors. My son is homeschooled, so I later purchased a third HP 32f monitor for his desk. When the first monitor went out, I unplugged it and sat it inside my office closet (where it still sits). I replaced that monitor with the one I initially purchased for my son's desk. When the second monitor went out, I immediately took it back up to BestBuy where I purchased it from and asked their GeekSquad techs to assess it for repair. I was told "it is trash" and cannot be repaired. Wanting to keep the same decor and setup in my home office, I purchased another HP 32f monitor that day for nearly $220. Now here it is six months later, another one of the monitors goes out, without warning, just a garbled screen! I've purchased FOUR HP 32f monitors, and only one of them works! Unbelievable!

  Business Response

  Date: 04/12/2024

  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:04/10/2024

  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.

  On January 30, 2023, I purchased, via Amazon.com, one HP OfficeJet Pro 8025e Wireless Color All-in-One Printer. I also then signed up for a 6 month trial of HP's Instant *********** (subscription **********), and once the trial was over, was paying a monthly charge for printing. On Feb 02, 2024, I decided I would cancel my Instant Ink subscription, thinking that at the point of expiry at the end of the month, I would be able to then use retail cartridges for my printing needs. The subscription ended and immediately I was prevented from printing. I removed the print cartridges that came with from the Instant Ink server and replaced them with new retail print cartridges purchased at my local ******* and still I was unable to print. I called HP Support and spent the better part of 4 hours on the phone with them, even utilizing remote control software for the technician to see my settings, and after many resets and configuration changes, I still could not use my printer. I'm furious that I've paid $191 dollars for this printer, as well as nearly $90 for new retail print cartridges, and I've received no support from HP to resolve this issue. Mind you, this is the second printer of the same type that I've purchased, with the first one having printing issues with the blue print head that no amount of cleaning or alignment would fix. I've had to resort to purchasing another printer from a different manufacturer which resulted in another $320 spent.

  Business Response

  Date: 04/11/2024

  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: 04/11/2024

   
  Complaint: 21558856
  
  I am rejecting this response because:

  I have an open support case with HP (**********) and have had no resolution for over a month. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/05/2024

  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:04/10/2024

  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.

  I have spent HOURS on the phone trying to end the HP Instant Ink Plan. Each time they tell me they've fixed it, I still cannot print. It cannot be this hard for them to terminate the plan. Have not been able to print because last time i was on the phone for 1.5 hours and they told me it would work...nope, dude never disconnected me.Serial Number: **********

  Business Response

  Date: 04/11/2024

  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: 04/11/2024

   
  Complaint: 21558556
  
  I am rejecting this response because:
  This is completely unsatisfactory to contact me in 24 to 48 hours when I need to print NOW. I now see many complaints online about this @scan where the printers are disabled by HP if you cease the ink subscription. Someone needs to start a class action suit against HP. It will not be me - but I can foresee this. 
  I want a solution NOW. I am not the first customer with this issue and I know your employees are not moronic and can fix this. 
  thank you
  Sincerely,
  
  ***********************************

  Business Response

  Date: 05/05/2024

  HP case manager reached out to the customer. Case ********** is now closed. The customer can contact the case manager via phone/email as well.

  Regards, HP Inc.

• Initial Complaint

  Date:04/10/2024

  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.

  I purchased a HP ENVY Desktop PC computer from Office Depot/Office *** on January 23, 2024. I paid $759.99 plus I purchased a 2 year warranty from AllState protection for $79.99. My computer appears to be defective. When in use, it shuts itself down. Attempts to restart are not always immediately successful. This problem has occurred off and on for the past 3 months. I employ a computer service to assist me. This service provided the installation and is the only company to provide service. I have had to employ them several times to assist me with the problem of shutting down in the middle of a project. I contacted Office Depot/Office *** to see how to replace this computer. I was told that I would have to contact Allstate protection plan to replace. Allstate told me that the computer was too new and I would have to contact HP and gave me a number to call.I called HP and was told that the only thing they could do was wipe out my computer and I could save my data so I would not lose it. That would put the computer back to its beginning. There are no guarantees that this problem would not exist again because it may be a manufacturing issue. Then HP stated that the only way HP would replace this computer is if I purchased it from an HP store and that because I purchased it from Office Depot/Office *** they could not help me.4/10/24 conversation with Allstate plan. I received a notice that if HP refused to help me to call them and they would help. I spent 4 hours with them to give them all the information they asked to find out that they will not help because they need a letter or a notice from HP stating that they will not help then Allstate could override the protection plan.

  Business Response

  Date: 04/11/2024

  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: 04/11/2024

   
  Complaint: 21557856
  
  I am rejecting this response because:  I received a phone call from HP.  I am having to send my computer to them.  I am 79 years old with a bad back and they are asking me to pack and carry this package to FedX.  I am also going to be required to hire someone to back up my data before sending it.  I will also have to hire someone to pack and carry my package to FedX.  There is no guarantee that this will be an acceptable answer as they are just going to remove everything off my computer and take it back to factory statis, so they say.  I will be without my computer for a unspecified length of time and i have community responsibilities that I need to be a part of both zoom meetings and responses to various programs.  I am feeling that this is a great inconvenience and feel they should supply something in my community that will support rather than cause so many hardships.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 04/29/2024

  HP Case ********** is open status, the case manager is working on a solution for the customer.

  Regards, HP Inc. 

  Customer Answer

  Date: 05/03/2024

   
  Complaint: 21557856
  
  I am rejecting this response because: I have been in communication with this business for weeks and there has been no resolution. I received notification that my computer had been repaired and was in transit.  When I did not receive it I contacted the person at HP and they did not return my number.  I finally received the wrong computer and wanted to know where mine was.  No one knew where my computer was I was unable to contact anyone who could help me.  Finally i found a phone number that was in the box with the other persons computer and i called it.  I talked with a HP person who informed me that the shipping labels were switched.  To date no one at HP has been helpful to me and i am still without my computer.   Yesterday I received an email with a mail label to send the computer in my possession to the person in ** who had mine and i was told they received a  label to send my computer to me.  It is 1pm on Friday afternoon and i still do not have any idea where my computer is and when this person will send it *** to me.  I have been patient and at this rate there is no ETA on the return of my computer.  It should be send expedited rather than sending it *** ground to arrive in 5 to 7 days.  That would put the return of my computer sometime around May 11.  That is one month without my computer and i am unable to preform critical business.  Please help me resolve this issue and I believe that there should be compensation for my loss of use,

  Sincerely,
  
  *******************************

  Business Response

  Date: 05/30/2024

  HP Case **********

  Notes- Issue: Wrong computer delivered to customer after repair/ have sent both parties shipping labels to trade / this unit will be delivered 5/9
  Offer Made: na
  
  Notes: Sent ********* the tracking for her computer - it has been dropped off and will arrive 5/9

  Regards, HP Inc.

  Customer Answer

  Date: 06/03/2024

   
  Complaint: 21557856
  
  I am rejecting this response because: 

  When i finally received my computer, it was experiencing some of the same problems.  HP is asking me to take a risk and send it back for more repairs.  I depend on my computer for my livelihood and to be without it again is a hardship.  I feel that after all the mess they put me through they should just send me a new one.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 06/20/2024

  HP case manager offered a repair for the product to the customer. Previous Case **********.

  Regards, HP Inc. 

  Customer Answer

  Date: 06/22/2024

   
  Complaint: 21557856
  
  I am rejecting this response because: I did not want to send my computer back to HP for additional repairs as it appears they did not fix it the first time and sent it to the wrong address.  I was without my computer for a month while they tried to figure out where my computer was.  I explained to HP that i am learning disabled and need my computer and to send it off again would be a hardship.  

  I found that i had to spend so much money to hire someone to prepare my computer for mailing and to reinstall it when it returned.  I am on a fixed income and to have to pay someone again to prepare my computer for mail and then to reinstall it is a hardship.  

  HP said that i would have to do this several times before they would replace the unit.  
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 06/27/2024

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

  Regards, HP Inc.
  

  
  

  Customer Answer

  Date: 07/17/2024

   
  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:04/10/2024

  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.

  Signed up for HP Instant Ink while pursuing my Doctorate degree when I found the ink for my OfficeJet Pro 8035 was not available in any stores near me nor online, even at HP.com - but was available through the Instant Ink autopay program.I am currently printing a much smaller volume of documents and have extra supply of ink. I then recently lost my debit card. When it was replaced I had not yet updated the HP Instant Ink program and found that even though I own my printer and own the official HP ink that I am using, HP will not allow me to print because I'm not in the Instant Ink program.Feels like extortion to me. I'd like my money back for the 9 single and 2 double ink cartridges that I purchased because I guess I need to go buy a new printer now.Seeking $500.00

  Business Response

  Date: 04/11/2024

  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: 04/11/2024

   
  Complaint: 21557220
  
  I am rejecting this response because:
  I am selecting not satisfied because satisfied means Im happy with their response, all is well, and close my complaint which is not the case because their response is that theyll reach out to me in 1 to 2 days.  So I would prefer to keep this open until they connect with me and we can come to agreement on my reimbursement.
  
  
  Thanks!
  *********************
  ************************
  **************
  

  Business Response

  Date: 05/05/2024

  HP case **********. - Notes- Customer didn't reply to the case managers email, unable to call because she mentioned that is outside of US closing complaint due to process.

  Regards, HP Inc.