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

• 

  Hewlett Packard

  110 13575 Commerce Pkwy Richmond, BC V6V 2L1

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  HP Incorporated

  7 Eagle Square Concord, NH 03301

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  HP Incorporated

  263 Tresser Blvd Stamford, CT 06901-3236

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:04/02/2024

  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 purchased a laptop computer from HP on February 1, 2021. I also purchased a 3 year ************** Pack extended warranty. They advertised if you didn't file a Care Pack claim during the 3 year coverage period, they would refund the original sales price provided you fill out a rebate form at the end of the warranty period. I filled out the rebate form and emailed it to HP, including the necessary supporting paperwork. I have waited past the 6 to 8 week period they advised to receive my rebate. I have heard nothing from them since I sent the rebate information. I followed up with emails and phone calls. Nothing. When I try to call for information, I get handed off from one department to another. No one can give me information concerning my rebate status. I give up trying to find out what is going on and am filing this complaint to air my grievances. Enough is enough. Stand behind your promises and send me my rebate check.

  Business Response

  Date: 04/03/2024

  HP Rebate team are working on customer rebate orders. The customer's information has been received. The customer will be contacted within 2-3 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:04/02/2024

  Type:Product 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.

  HP.com has the Carepack rebate offer - if you do not have any claims during the 3 year period they say you can get a full rebate of the carepack cost you purchased.I did not have any claims against my carepack - I contacted support to verify what exactly needs to be done to get the rebate. I chatted with ***** on Dec 7, 2023 So I was ready and emailed my form to **************** when the 3 years expired on Jan 23, 2024 - as instructed.The email containing the signed form and all needed info was opened by HP within 5 minutes of my sending it.After 8 weeks with still no rebate in the mail or any contact from HP, I contacted them again via chat.I was told the department that handles the rebates for the carepack cannot be contacted via phone and was instructed to send them an email asking for status.I sent an email after 8 weeks and it has not been opened by HP at all.I sent another email after 9 weeks and it was not opened by HP at all.I just sent another email after 10 weeks and so far it has not been opened either.This is a huge issue as you can clearly see by simple online searches about this.It seems to be a scam as only about 2 out of 10 people actually get the rebate/refund without having to deal with what I am dealing with.I believe a class action lawsuit for multi millions should be launched.

  Business Response

  Date: 04/03/2024

  HP Rebate team has been sent the customer's information. The rebate team will contact the customer within 2-3 business days.

  Regards, HP Inc.

  Customer Answer

  Date: 04/09/2024

   
  Complaint: 21518571
  
  I am rejecting this response because: It's been 5 business days now and I still have had no contact from HP about my refund.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 04/10/2024

  HP Rebate team- We confirm that the information provided is correct and that we are processing the request. Please allow 3-5 business days to process the request. 

  
  Thank you very much, HP Rebate team 

  Customer Answer

  Date: 05/03/2024

   
  Better Business Bureau:
  
  I have received the rebate check and was contacted by HP care pack team after my previous reply here.
  
  You can CLOSE THIS CASE now. 

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

• Initial Complaint

  Date:04/01/2024

  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.

  We purchased two HP AIO 24 touch-screen desktops from Staples. However, these two computers have not worked since the day we got them. One of them started going to a blue screen, we sent it to HP and it was fixed, then it started to do it again, we troubleshot and nothing helped, finally got it to stop the blue screen and now it has a glitchy screen -- I would like the unit replaced not fixed since it seems that you cannot fix it properly.

  Business Response

  Date: 04/02/2024

  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:04/01/2024

  Type:Product 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 submitted a request for a care pack rebate on 3/10/24, following the directions provided online and submitting my request via email, as instructed. I asked for confirmation of receipt, as there is a time limit to submit, but didn't receive a reply. I emailed again on 3/22/24, again with no reply. I called several times and was transferred to multiple departments and given phone numbers to call that go nowhere or have a recording instructing you to go to a website that doesn't exist. I researched this issue online and discovered it is quite common, as HP is farming out the process to a third party in a different country. It's a known issue and HP doesn't care. At this point it appears HP is knowingly involved in a scam.

  Business Response

  Date: 04/02/2024

  HP Rebate team has been updated with the customer information. The customer will be contacted within 2-3 business days.

  Regards, HP Inc.

  Customer Answer

  Date: 04/07/2024

   
  Complaint: 21514578
  
  I am rejecting this response because: Business stated I would be contacted within 2-3 business days and I have yet to be contacted by HP after 4 business days. I am rejecting the reply so that my case is not closed until it is addressed/resolved.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 04/10/2024

  HP Rebate team is processing the customer information. Please allow 3-5 business days for processing.

  Regards, HP Inc.

  Customer Answer

  Date: 05/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have now received the rebate. Thank you for your help.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:04/01/2024

  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 has not been able to resolve my ongoing issues with a computer that I purchased from them which is still covered under an extended warranty which I also purchased from them with the express purpose of getting my computer repaired. My physical computer has been shipped to HP 3 times since October for repairs and the computer is still not functioning. They refuse to give me a partial refund for this defective computer and instead are offering me a refurbished replacement unit. I have accepted this offer against my will since I have no other choice, but since that initial offer was made on March 20, 2024, I have not been able to get in touch with anyone from their customer service escalations team to discuss finalizing this replacement. I have emailed them, called and left voicemails, and even called other customer services lines in hopes to leave messages and complaints in the this. Nothing has worked and I have been ignored for over a week.

  Business Response

  Date: 04/02/2024

  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:04/01/2024

  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 purchased an HP Care Pack 3 year warranty plan, that offered a full rebate of the Care Pack price, if I didn't use the Care Pack before it expired. In the middle of 2023, my Care Pack expired and I filled out the rebate form, submitted it, and received approval and a check confirmation via email from HP. I never received the check, and HP is not reissuing the check.I've been on the phone countless times with HP representatives, showing them that the Care Pack team approved my rebate request and authorized a check. HP representatives can see that my Care Pack expired last year, but they're refusing to issue me a check, and refuse to get me in contact with the rebate team, and refuse to help me. They have been asking me to re-send paperwork via email, which I have been, and they just tell me to call back in ***** hours, which they then transfer me to a different team/manager who tells me to send in an email, and call back in ***** hours; rinse and repeat.This has been ongoing since January of this year, and it has gotten to the point where HP now says that I shouldn't get a rebate, even though the Care Pack/rebate team reviewed my paperwork and rebate claim, my Care Pack details, and authorized a refund.They say it's because the rebate was marked "returned", even though it's marked "returned" because the Care Pack expired and the rebate team issued a refund. The representatives that contact me tell me that they are not able to confirm rebates as that's from another team, but they have been refusing to help me get in contact with that team.Attached is the confirmation from the rebate team acknowledging that my rebate was authorized and a check was issued, which I never received, and they refuse to reissue one.

  Business Response

  Date: 04/01/2024

  HP Rebate team has been sent the customers inquiry. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

  Customer Answer

  Date: 04/01/2024

   
  Complaint: 21512571
  
  I am rejecting this response because this is what I've been told, over and over again, and everyone who contacts me can't help.   

  When I do receive a call, I'm told to resend emails for the 5th time and wait for another call in 1-2 business days. 

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

  Business Response

  Date: 04/05/2024

  HP Rebate team are working on the request. The customer will be contacted by a rep. once the request is processed.

  Regards, HP Inc.

  Customer Answer

  Date: 04/15/2024

   
  Complaint: 21512571
  
  I am rejecting this response because: the issue has not been resolved. HP contacted me to essentially tell me that they don't have a resolution and will not assist. I have not heard back from anyone since. 

  Why can't this be resolved? Why is HP refusing to acknowledge this? I spoke with another HP rep. who stated there's multiple people having this issue, and no one at HP knows how to fix it. 

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

  Business Response

  Date: 08/19/2024

  Ref: **********, **********. Customer ******* experienced delays in receiving his rebate check for the Care Pack. An HP agent contacted him to confirm the status of the check and ensure he received it. It was later discovered that there was a typo in the name on the check. This issue was resolved by the HP agent, who also offered the customer a $250 gesture of goodwill, which ******* accepted. A coupon code was sent to him, and the case was subsequently closed.

  
  

• Initial Complaint

  Date:04/01/2024

  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.

  Not very happy with the ***************** They was very unhelpful and had me waiting to get a tech for me to on the call. Then the tech didn't do his job. Then he going to till me to call back and talk to them the next day after he starts cleaning up the laptop to see if the process is done. Then he said the laptop is very slow and he has to have me call back the next day. To have it looked at more into it. All they wanted to do was get off the call and end the season. They didn't want to clean up the laptop at all or help me out at all. I don't understand what I paid for at all. All they wanted to do is end the call and have me call back in the next day to get more help. Why am I paying for a service and not get the right help. I want my money back on this.

  Business Response

  Date: 04/01/2024

  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: 04/01/2024

   
  Complaint: 21511594
  
  I am rejecting this response because:
  They have told me the same thing on the phone and I feel like they're not going to call. I feel like they don't care about the customer at all. I would like to talk to someone in higher upper Department while I am waiting for a response and by a phone call not no email. The work still is not done at all. The job was halfway done and I had to finish up the job myself. I asked the tech to do a clean up and make sure the laptop is working great. There is no problem at all or any thing that could slow it down. The tech told me I had to wait 24 hours for it to finish and call back in after 24 hours for me to have finish up the job.I ask for a manager and the manager told me the same thing. Why am I pay for tech support when I could done it myself. I bought tech support on board to make sure I didn't do anything wrong and it would work fine afterwards.

  Sincerely,

   D***************************

  Business Response

  Date: 04/05/2024

  HP case ********** is open status, the case manager is working on a solution for the customer. The case manager will follow up with the customer within 1-2 business days.

  Regards, HP Inc.

  Customer Answer

  Date: 04/09/2024

   
  Complaint: 21511594
  
  I am rejecting this response because:

  I have not seen any outcome right now. I am still working with HP and let you know if I am happy when all the work has been done 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/19/2024

  Ref: **********. Customer ****** reported issues with his in-warranty PC. He was given the option to send his unit for repair and initially accepted, prompting the processing of his request under the number: CSO: BVPM6271-01. However, the repair request was later canceled because the customer stopped responding to our HP agent and did not send his unit to the service center, despite receiving the return label multiple times. The case was ultimately closed due to the inability of the agent to contact the customer.

  
  

• Initial Complaint

  Date:03/31/2024

  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 purchased an HP Officejet Pro 7740 printer/fax/copier/scanner from a private party four years ago. Because HP-brand ink cartridges are so expensive and do not last long, I purchased aftermarket cartridges from a different company. These cartridges worked fine for years. However, HP *** has now downloaded firmware to my printer (through my computer, without my consent or knowledge) which LOCKED my printer for using "non-HP " cartridges. They are attempting to coerce me into buying their products years after I purchased and began using this printer. This is illegal on MANY levels.

  Business Response

  Date: 04/01/2024

  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: 04/09/2024

   
  Complaint: 21510505
  
  I am rejecting this response because they did not correct the problem. They were kind enough to send me a new set of complimentary genuine HP printer cartridges, and to apologize for the problem. HP's consumer advocate, *****************************, was polite and professional, and couldn't have treated me better. I very much appreciate his efforts and commend him. However, the problem remains that HP literally hijacked my printer years after I bought it (well beyond warranty expiration and surreptitiously, through my computer), and they did so as a corporate strategy to sell more HP-brand ink cartridges. And, by the admission of their consumer advocate, they cannot "undo" the alteration. This has to be illegal on many levels, and they should somehow be held accountable. Thank you.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 04/10/2024

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

  Regards, HP Inc.

• Initial Complaint

  Date:03/29/2024

  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 was sold a ************** Pack Rebate by HP computers. I was told if I dont need warranty service during a 3 year period I could get a refund on the cost of the extended warranty. I asked questions and decided it was risk free so I should do it. I never used the warranty so I filed for a rebate on 1/18/2024 at 11:02pm PST following all directions which is to fill out the form and email it to **************** I have not been able to get any acknowledgement of my form and no sign of a refund. It says to allow 6-8 weeks but it's been over 8. I've reached out by phone and have a case number of CAS2710810-S1Z0Q4 but that doesn't seem to do me any good. Most of the phone numbers I've been given ring and then go dead. Those numbers for the rebate center are ************** and ************** it answers but then rings and dies. I've talked several times to people but no one can do anythign to verify or expedite this process. I think it's a complete scam they are pulling on people and people just give up.

  Business Response

  Date: 04/09/2024

  HP Rebate team has received the customer's information. They are working on the refunds for the customer. The customer will be contacted within 2-3 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:03/29/2024

  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.

  My husband purchased my $1100 hp Envy 360in 2021. great laptop and I loved working from this laptop as I'm a busy professional and used my laptop for work, conference video calls, and running my small business. I also purchased an additional (roughly) $300 accidental drop/replace service contract. 2024 My laptop fell but no worries I have the coverage for this issue so I call and arrange for repair on my unit. I was quoted a time of repair that was longer than expected but still within reason so I waited. One the last day of the quoted time I received a call that my laptop was not able to be fixed and would instead have to be replaced. I was initially shocked because there was no issue with the laptops operation beside the screen crack and keyboard casing being bend. several days later I got a phone call from the *** escalations team" rep named: ***** who said they no longer make my only 3 year old laptop. He asked for a receipt to which I replied it was a gift so I'm not sure my husband will have one but I can ask him to pull a credit card receipt and try digging it up. ***** assured me that it was not needed as HP has the ability to look at the value of laptop at the time i purchased it. in short instead of offering to replace my laptop with the same unit or better considering i spent in total $1400 for my laptop they offered me subpar units and sent a pavilion grade laptop which HP admits is a cheaper, subpar unit to the one i sent for repair. ***** lied about the unit over the phone that he was sending me and only highlighted that the replacement also had an ***** processor. I'm beyond disappointed in my experience since I've had Hp's for well over the last 15 years. I would like to simply be provided the same type of laptop that i sent for repair to begin with.

  Business Response

  Date: 04/09/2024

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

  Regards, HP Inc.