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

• 

  HP Incorporated

  7 Eagle Square Concord, NH 03301

• 

  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:03/21/2024

  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.

  Yesterday I disconnected my Plantronics Voyager Pro 5200 from my phone to pair it with a new phone but then all of a sudden, it would not go into pairing mode so I called Poly/HP for support. I spoke with ********* for about 45 minutes of doing the same thing over and over, she could not get it into pairing mode. She said I would need my receipt for a replacement which I cannot find. I have been a loyal Plantronics customer for over 25 years and anytime I had a problem, they would fix it or replace it with no problem. Now that HP bought plantronics I am all of a sudden having a problem. So I asked for a supervisor and spoke with *********. He scheduled a call ith the ********************** team with me for today 3/21 at 11:30am. I cleared my work schedule for the call and they never called me. He said they would call and replace my headset and they never called.

  Business Response

  Date: 03/22/2024

  HP case manager has been assigned the New case 5121589482. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:03/21/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had a 3 month free trial of instant ink that came with my printer, they still charged me the monthly fee during the free trial. Spent HOURS on the phone with customer care who refused to issue me a refund, only tried to throw more free months at me instead. Disputed thru multiple avenues, but still could not get one representative to understand the concept of what a free trial is. This small monthly fee threw off my bank balance and messed up my bills. I just wanted my fee back. Had to dispute charge with my bank. Just buy store ink, this service is trash and support is horrible.

  Business Response

  Date: 03/22/2024

  HP case manager has been assigned the case 5121481887. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:03/20/2024

  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 pair of Plantronics BackBeat Pro 5100 headphones on 12.25.23 that were delivered 12.29.23. In late February 2024 one of the earbuds stopped working. I contacted HP on 3.5.24 for a warranty claim. They denied my warranty claim stating the product was EOL and there was nothing they could do. HP is currently in breach of the ********-Warranty Act. I am seeking a replacement pair of true wireless headphones. I have attached proof of purchase and the 1yr warranty from the box of headphones.

  Business Response

  Date: 03/20/2024

  HP Case manager has been assigned the New case 5121492121. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:03/20/2024

  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.

  My laptop has been having coil whine and it is loud and high pitched, it causes me a headache. I talked to HP and I sent my laptop to them to repair, they sent it back - and they did not fix the issue. The only thing they did was replace my top cover which did not do anything, they did not even restart the computer. When I got the laptop back - the sound is louder and even more frequent. This is making me ill. I have to put headphones on when using the computer. I am so sick about this, I am thinking of just getting a totally different computer. I feel so betrayed by HP because I just tried to open another ticket to discuss this with them, I was waiting online for over 15 minutes on chat - and they closed my ticket. I want a replacement device, I spent a lot of my hard earned money on this laptop and I am going to college and use it to save my assignments. I do not play any games or anything. All I do is browse the internet and use Word and Excel. This is a shame!

  Business Response

  Date: 03/20/2024

  HP Case manager has been assigned the New case 5121482251. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

  Customer Answer

  Date: 03/21/2024

   
  Complaint: 21458665
  
  I am rejecting this response because: they have never contacted me about this
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/22/2024

  HP Case 5121482251 has been assigned to a case manager. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

  Customer Answer

  Date: 03/27/2024

   
  Complaint: 21458665
  
  I am rejecting this response because I have only received one email from a representative and am not satisfied with the outcome. I want this resolved.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/10/2024

  HP Case 5121482251 is open status, case manager waiting for the customer to send the product in for service at our HP repair depot.

  Regards, HP Inc.

  Customer Answer

  Date: 05/03/2024

   
  Complaint: 21458665
  
  I am rejecting this response because: I already sent the device in and it has been repaired. You can close this ticket, but you need to do a better job at communications between your departments. You say on your message you are waiting for my device, and when I did send it in - the tech team did not even have notes from the manager. I will never EVER buy another HP product again, and I will tell my friends and family never to use your products.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/30/2024

  HP Case 5121482251 was set-up for service. Case is now closed. 

  Regards, HP Inc.

  Customer Answer

  Date: 05/31/2024

   
  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:03/19/2024

  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 had a hp laptop for two months and it was sat down hard on a counter and the screen broke. I called them and spent countless hours on the phone to verify that it would be covered under warranty before sending it to them for repair. They even took a picture of it through my phone remotely. Once I sent I received conflicting emails, one said that they received it, then after that I received two emails stating that they did not receive it. The whole process was supposed to take 7-10 business days and it was well over two weeks before they finally messaged me that it was all of a sudden not covered under warranty and tried charging me almost $500 to repair it. Once I explained the situation to them again they sent me to an escalation team to help resolve the problem but they did absolutely nothing, they would not even call me back when they were supposed to. They are sending it back without repairing it and I have waisted several weeks on this and need it for work. The laptop was under warranty. They need to send me a new laptop it would be cheaper than the repair price that they quoted me.

  Business Response

  Date: 03/20/2024

  HP case manager has been assigned the New case 5121460788. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:03/19/2024

  Type:Order 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 subscribed to a intant ink thru hp. I was told I would get 6 months of free ink..I only got I refill and was told that I now have to pay a monthly rate.I decided to cancel the subscription and was told that the ink in my printer would now not work even though it was about half full unless I paid the monthly fee. I canceled my subscriptions and sure enough I could not print with that ink. This means they can monitor my ink instead of me telling them when it was low. I find this creepy and an invasion of my privacy. they do not tell you that is how they do it.I don't think this is legal. please look into this and respond to me with any further action I can take.

  Business Response

  Date: 03/20/2024

  HP Case manager has been assigned the New case 5121461464. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:03/19/2024

  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.

  19MAR computer arrived from Hewlett Packard.Software glitch will not allow entry into system to use the computer.

  Business Response

  Date: 03/20/2024

  Hello, Please provide more information about this issue. Was this a HP Shopping order or a service order. Please provide the order number or case number.

  Regards, HP Inc.

• Initial Complaint

  Date:03/19/2024

  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 purchased an HP laptop on Jan 03 2021. I also purchased a 3 year care pack for support that was attached to that laptop. HP offers a 'care pack rebate' program which states that if the care pack is not used during the 3 year timeframe the user is eligible for a rebate of the original price of the care pack. I sent all required documentation to **************** on Jan 11, 2024. I have received no rebate and cannot get a response from HP other than 'we are looking into it'. The refund states it should be 6-8 weeks to receive. I have opened up a support case with HP (CAS-2714237-F4J8G4). I have sent several emails and requests for an update about this and the response is always 'we are looking into it'.

  Business Response

  Date: 03/20/2024

  HP Rebate team has been sent the customer's inquiry. The customer will be contacted within 2-3 business days.

  Regards, HP Inc.

  Customer Answer

  Date: 03/20/2024

   
  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:03/19/2024

  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.

  Purchased a new HP Printer from Amazon on 1/20/2024. 2 Weeks after purchase printer I basically everyday had to restart it to print as it stated printer offline. Reached out to Hp Support and was giving this Case Number **********, Agent had me perform 15 minutes of steps to get back online and it wouldn't. Agent asked for remote access so they could get it back online. After 45 minutes finally was back online and able to print. Asked does this fix the issue because all we really did was uninstall and reinstall printer was told yes. Couple days later as I stated in the complaint would likely do it again in a couple days and it did. 3/14/2024 Reach back out to Hp Support and got this Case Number ********** and went thru the exact same process all over again with this agent and printed one page while with agent. One day Past and everytime i wanted to print one page i nearly had to restart printer, agent asked if i wanted to leave case open, and I stated yes want to see if it does it again in a day or two. 3/16/2024 Hp Closes Case without me stating anything to them about closing or the issue is corrected.

  Business Response

  Date: 03/19/2024

  HP case manager has been assigned the New case 5121415178. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

  Customer Answer

  Date: 03/28/2024

   
  Complaint: 21453102
  
  They contacted me about sending a new replacement, but failed to mention until a empty box came they wouldn't send replacement until old one sent back. Now 90% of business send replacement first and when you get it you send old one back. I need the ability to be able to least print daily I have a home based business and wife works from home 3 days a week. Now I cant just keep turning old one off and on to get waht I need printed but if I send it back first can't print at all until new one comes. If they can't send new one first would just prefer my refund and I'll go another brand.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/05/2024

  HP case 5121415178 is open status, the case manager is working with the customer on a replacement product.

  Regards, HP Inc.

  Customer Answer

  Date: 04/10/2024

   
  Complaint: 21453102
  
  I am rejecting this response because: Replacement been installed less then 24 hours and wake up to a flashing like a christmas tree printer with error code OXB83E5D1A, At this point i would just like to get a refund of funds and send this one back. Been fighting with HP printers for a month, and been on remote takeovers and Chat for days and days 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/05/2024

  HP case 5121415178 is open status. The case manager is working with the customer on a resolution.

  Regards, HP Inc.

• Initial Complaint

  Date:03/18/2024

  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 had to change my bank card because it was compromised therefore I called you all last week to advise of this and I made a payment using my PayPal and I stated my ink is low. I was told she was mailing out my ink. I havent received any ink in a few months now even before changing my payment. After I updated my payment successfully last week I locked my bank card per my bank after every use to avoid future compromising. Today I got an email saying the payment didnt go through, thats because my card was back locked, so I redid the payment today. Afterwards I got a message saying my billing was updated and the payment is processing attachment added below. Then I immediately got an email stating I am no longer on autopay. I called HP Instant Ink for help today 3-18-24 to simply get back on autopay, to made sure you all get paid, and to get my ink shipped. Your HP instant ink agent ***** was rude, argumentative, she wouldnt listen to me and talked over me, plus she wasnt helpful so I asked for her supervisor 3 times. She keep me on hold maybe 5 times 2 times with music playing and 3 time with music no playing because she was literally holding the telephone. Please go and listen to the call at 1:05pm for 35 minutes because she shouldnt be working at HP treating your customers like this. Finally supervisor **** got on the line and I complained to him about my previous agent ***** experience and he said nothing, no apology, no I will talk with her, nothing. He too wasnt helpful and apparently didnt listen to me to get this issue resolved. I then asked to speak to they technical team and he ignored that. Your supervisor kept repeating the same information to me which didnt help my problems. Now my ink is low and I cant run out of ink. Both of these representatives shouldnt be working there, they clearly dont know the meaning of customer service therefore I had to reconnect the call because it was making me upset. I have too many HP products to be treated this way.,

  Business Response

  Date: 03/19/2024

  HP case manager has been assigned the New case 5121391102. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

  Customer Answer

  Date: 03/29/2024

   
  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,
  
  *************************