Complaints

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

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  HP Incorporated

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

• 

  HP Incorporated

  950 W Maude Ave Sunnyvale, CA 94085

• 

  HP Incorporated

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

• 

  HP

  PO Box 5138 Lutherville Timonium, MD 21094-5138

• 

  Hewlett Packard

  150 13571 Commerce Pkwy Richmond, BC V6V 2R2

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:03/27/2024

  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 zbook 17 g3, a few months ago the battery started to give me issues. It would randomly shut down and it wouldn't charge completely. The laptop was taken to a repair shop and when a bios update was being performed the battery shut the computer off causing my motherboard to become bricked. In attempt to contact hp I went onto the company's website and discovered that there was a battery recall for my laptop and that all the symptoms described were ones that I was experiencing. After reaching out I was told that my laptop was not affected when the only information they asked for was the serial number, which is the number on the website I entered that told me there was a recall. They then kept insisting that I download a battery program that would tell me what battery was installed. I explained to them that that was impossible because my motherboard had become bricked due to a battery malfunction during an bios update, and it has an internal battery. I later spoke with someone to try to resolve the issue. When we were speaking she read off information about my laptop such as the serial and model #. The model #she read was nowhere near mines. I believe that they entered that onto my account because that model # was unaffected by the recall. I have reached out several times since then and I'm being ignored.

  Business Response

  Date: 03/28/2024

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

  Regards, HP Inc.

  Customer Answer

  Date: 03/30/2024

   
  Complaint: 21494373
  
  I am rejecting this response because: The person that was assigned to my case basically told me there was nothing she could do, and has stopped responding to my messages. It has been about 3 weeks since I last spoke with someone.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 04/05/2024

  HP case 5118500524 is open status. The case manager contacted the customer and offered a repair service. The customer needs to send the unit in for service to determine the discount offered by the case manager. The customer has the case manager's contact information. 

  Regards, HP Inc.

• Initial Complaint

  Date:03/26/2024

  Type:Customer Service 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 an HP printer and signed up for the HP Instant Ink plan while in school. My credit card expired/plan cancelled and I have a backlog of ink (that I bought thru them) and now I cannot use the printer at all. Not having a plan is "holding my printer hostage" even though I have a backlog of ink through them.

  Business Response

  Date: 03/25/2024

  The complaint filed is for a different company. We are **************************, a rental company in *********, **. We have nothing to do with printers, that would be Hewlett-Packard. 

  Business Response

  Date: 03/26/2024

  HP case manager has been assigned the New case 5121786782. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:03/26/2024

  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 signed up with HP Instant Ink around 2 years ago & my printer worked fine before that. I stopped the service in Feb 2024 & since then my printer keeps giving the error that I have to sign up to HP Instant Ink in order to print again. (attached photo). I have had numerous Chat conversations with ** Tech's stating that I'm no longer in the program, but my printer & the ** Utility App states otherwise (attached documents). I'm no longer able to print anything. A tech informed me (on 3/25/24, that my printer is out of warranty by 2444 ******** told him that that has nothing to do with why I can no longer print (attached documents). When I was on the Instant Ink program, I could only print PDF files, so whatever I was working on had to be saved as the Program file I was using & then again as a PDF file in order to print (when on the HP Instant Ink program). I am attaching documents regarding everything. I am looking for ** to provide me with a new printer, because none of their Techs are able to solve the problem & have done nothing but ask for the same info over & over & now I am without a printer, even tho mine worked perfectly fine before this started. I would like a printer that copies, prints & scans please. Nothing fancy, just a printer that I can print from because I should not be without a printer because this is no fault of my own. If you look at the screenshot, it states that I am still in the HP Instant Ink program which I am not. I'm also attaching the error message stating that I am in the Program (this is from my Printer Menu). I have factory reset my printer, uninstalled, reinstalled, taking MY cartridges out & did everything from the *************** still getting the same errors over & over. I should not be without a printer due to the fact that ** can't solve the situation. Thank you.

  Business Response

  Date: 03/26/2024

  HP case manager will contact the customer within 1-2 business days. New case 5121779465.

  Regards, HP Inc.

• Initial Complaint

  Date:03/26/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the ** Care Package on 12/24/20 and had no repair claims for 3 years. Per their rebate agreement, on 12/26/23,I emailed all documentation to **************** to request my rebate of $112.99.Order number H339910242 I followed up with two emails and tried to call them but was never connected.I should have received confirmation of my request within 6 to 8 weeks and the rebate within 10 days. I have not received any confirmation or $ rebate.Many other customers have the same problem as myself.

  Business Response

  Date: 03/26/2024

  HP **** has assigned the case to the Rebate team. They will review the rebate and contact the customer within 2-3 business days.

  Regards, HP ****

• Initial Complaint

  Date:03/25/2024

  Type:Delivery 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 bought online a HP 4201dn LaserJet Printer... BRAND NEW from a INSIDERS PROGRAM ran by THEINSIDERSNET.COM this is a INTERNAL PROGRAM Run by them IN CO-OPERATION with HP to get a 'discounted' printer and provide my review/testimonial.I got the printer on Thursday 3/21, it DID NOT have/include the 4 toner cartridges even knowing it was supposed to.I countacted HP at the ************ number and talked to a SUPERVISOR **** and she placed the order for said **********. a few hours it was cancelled with no reason I called again froiday spoke with ******* ********************************** he redid the order and said this order will go through, today I got a email from csr@hp saying again it was denied. This is a INSIDERS HP PROGRAM to get reviews, and I got a printer from them missing parts that this conglomerate refuses to give me the original cartridges.

  Business Response

  Date: 03/26/2024

  HP case manager has been assigned the New case 5121756528. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

  Customer Answer

  Date: 04/14/2024

  I was contacted by Corporate Escelations ********** to reolve this, They are shipping the 4 cartridges. As of 4-14-2024 I havent gotten them as they are on back order. But ********** has promised to see this through to the end so that I get the 4 Missing toners.
  

  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:03/25/2024

  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.

  Back in November 2022 I purchased an HP printer from Best Buy - order receipt attached to this complaint. I would print things for school or work, so no heavy used. When the cartridges that came with the printer ran out, I didn't use the printer for about 6-8 months because I couldn't afford cartridges due to a job loss hardship. When I finally got financially stable again, I purchased cartridges but the printer showed an error saying, "The indicated cartridges are not communicating correctly with the printer. If this problem persist, replace the cartridges." I thought the cartridges I purchased were the problem, so I purchased (2) more - 4 new cartridges total. After inserting all (4) new cartridges, none of them helped remove this note. I called Geek Squad since we purchased those repair services through Best Buy but they weren't able to fix it and suggested I contacted the manufacture, HP. I contacted HP in late February 2024 - early March 2024 and my issue was escalated to a case manager. I spoke with my escalation case manager who advised the average life of a printer is 3-5 years there was nothing they can do since it was past the (1) year warranty. He told me I would have to purchase a new printer. I've only had the printer for 2 years and it didn't give me the average life span of a printer and I'm hoping HP will stand by their product and provide a replacement. I don't agree with having to pay for a faulty product and I get worried if I purchase a new HP printer, that it won't last again. I'm asking that HP stand by their product and provide a replacement printer - if they cannot provide a replacement, I ask they provide a shipping label for me to send them the printer and so they can repair it. Consumer Escalations | Case ********** | CRM:0079743001842

  Business Response

  Date: 03/25/2024

  HP case manager has been assigned the New case 5121710892. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:03/25/2024

  Type:Customer Service 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.

  Description of problem - I bought an ** laptop Mar. 20, 2020, for $450, and less than 4 years later, Feb 26, 2024, the lithium battery heated up and expanded to the point that it could've blown up and caused a fire. I brought the ** unit to a computer repair who said the lithium battery was close to exploding and releasing toxic smoke!I purchased a replacement laptop, Feb. 27, 2024, also at ******* ************ exchange, for $639.99. The computer store charged $188.48 additional for data transfer. $828 in charges so far to replace the faulty laptop.I think these facts make it clear that the ** product was faulty and that the maker ought to pay restitution for the failure and safety hazard of their product.

  Business Response

  Date: 03/26/2024

  HP case manager has been assigned the New case 5121756293. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:03/24/2024

  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.

  Today I changed the ink cartridge in my HP ***** printer and received the message - "The indicated cartridges have been blocked by the printer firmware because they contain a non-HP chip. etc." HP has installed software so that I can no longer use my printer unless I purchase and install their cartridges. I have used non-HP cartridges in this printer since I purchased it 2 years ago.I want my printer restored so that it functions with non-HP cartridges.

  Business Response

  Date: 03/25/2024

  HP case manager has been assigned the New case 5121695194. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:03/23/2024

  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.

  At the beginning of January, my 7-month-old HP laptop crashed and displayed the blue screen of death. The message I received on the screen indicated the ** needed to be reinstalled as the computer was not recognizing the operating system. HP customer support sent me a box with a return shipping label and the necessary packing materials to ship my laptop back for warranty repairs. The laptop was sent to the repair facility in ********** on January 24th and signed as received by an individual on January 29th. I was promised a loaner laptop as soon as they received my computer, and I was told the repair would take ***** days. Two weeks later, I did not receive a loaner, and I have not gotten any update on the progress of the repair, as I was promised I would have. I was told that there was never a request for a loaner put in, that they made a new request, and that I would be contacted about the loaner in 24 hours. They also had no information about my laptop. Twenty-four hours later, there was no update, and there was still no call about the progress. I gave them another two weeks before I called back as a grace ******* When I got in contact with someone, they told me that my computer was still being repaired and they couldn't tell me how much longer it would be until I got it back. When I asked about the loaner, they told me there was never a request put in for a loaner. So, another request was made, and the issue had been elevated to a senior management team, and I was to get a call or email in 24 hours. There was no call or email 24 hours later, and when I called to confront them about this, I was told the same thing. Two months later, they canceled my repair without returning my computer or communicating. I still have not received my laptop, a loaner, or any updates on whether or when I will get my property back. I had to buy another computer for work and school, which is not an HP. I will warn my colleagues and friends to avoid HP products.

  Business Response

  Date: 03/25/2024

  HP case manager has been assigned the New case 5121693804. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

  Customer Answer

  Date: 03/25/2024

   
  Complaint: 21475138
  
  I am rejecting this response because: I need actual communication and my computer back before I feel comfortable accepting the response. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 03/27/2024

  HP Case 5121693804 is open status, case manager will follow up with the customer.

  Regards, HP Inc.

• Initial Complaint

  Date:03/22/2024

  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 computer based on the advertised price - being on sale for $200 off. I purchased the computer and then realized this was not on sale, despite being advertised as so. I ended up needing to cancel my purchase. ** refused to provide the advertised price, despite providing screen shots to show this computer was still advertised to be on sale. If this was an issue with the ** website, they should have this updated. I wanted to computer for the price I was expecting to pay for it. I actually chose to upgrade many items as I was going to get a lower price on the base computer. This is false advertising.

  Business Response

  Date: 03/25/2024

  HP shopping rep. has been assigned the case. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.