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

  PO Box 10501 Palo Alto, CA 94304

• 

  HP

  PO Box 5138 Lutherville Timonium, MD 21094-5138

• 

  Hewlett Packard

  420 Mountain Avenue P. O. Box 6 Murray Hill, NJ 07974

• 

  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:02/29/2024

  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.

  I received 2 sets of unsolicited cartridges from HP. The first 2 worked and was told after installing the other, yesterday, I had to pay Instant Ink. I subscribed a few years ago to Instant Ink and canceled it when their bill did not match the offer, it was higher HP will not allow me to use my printer.. I have spent 2 hours trying to resolve this issue. I found it difficult to access their support, A usual virtual Assistant will transfer you to a human when requested. not this one.I do not know how to call this, fraud or unethical practice. Your help in getting this resolved is appreciated.Their unwillingness to talk to the customer speaks for it self

  Business Response

  Date: 03/03/2024

  HP case manager has been assigned the New case 5120519549. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:02/29/2024

  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.

  On 1/25/2024 I paid for HP ******************** preparing to have my laptop serviced because the battery will not hold a charge. I called in to initiate the service so my laptop could be sent in for service, I was told by the rep that he had to run some test to see if he could fix the issue I told him I just wanted to send it in to have the battery replaced and get a new charger. He insisted that he had to take remote control of my laptop to try and download what I believe he said bios software. He took control of the laptop and as I was asking him what exactly he was doing because he seemed to be doing more than just downloading a software he told me he didn't hVe to explain and that he was just trying to fix the issue he refused my continued questioning as to amwhat he was doing I became uncomfortable with him having control of my laptop and disconnected his remote access by then he had already started some process that I didnt recognize and that he was unwilling to explain the laptop that before only needed a new battery was now stuck in a mode where the screen was blacked out and the caps lock key **** flashes, he became upset with me and the call was disconnected. I called back and spoke to another agent who tried to help me rectify the situation but could not so he sent it to an ********************** on 1/29/2024 *************************** an Hp Escalation team case manager contacted me and was able to identify the individual that had originally took remote control of my laptop and agreed that he did something that rendered my laptop inaccessible, she facilitated having my laptop sent in to the support centers for repair k owing my warranty was up and knowing the original issue was simply the battery and that the original hp rep caused my laptop.to be stuck in a mode where I was incapable of using it. On 02/16/2024 hp received the laptop and said repair was in process 02/21/2024 I got an email saying my laptop reached end of service life and that they could not repair it and would be sending it back unrepaired. I contacted *************************** because she knew the situation and knew that my laptop was not operable because of something am Hp rep did to it Nd that the issue was no fault of my own she told me she could just give me a 75 dollar coupon for my trouble i told her thay was unacceptable *** that i paid more than $2000 for that laptop and that the offer of $75 was disrespectful considering that I paid for the smart friend service that gave me an hp rep that took my laptop from operable to inoperable with no explanation, she agreed with my frustration and tried to offer me a $250 coupon when all I wanted was my original laptop back repaired to the point where I could at least turn it on and use it with he charger she eventually sent then matter to her supervisor by the name of **** or ****, who agreed with me that the issue was no fault of my own and that the service center should have just made the necessary repairs so he told me he would contact the service center and have *************************** put in a work order to rectify the situation and that I would receive an email with information to contact the service center to get the details I did not receive the email after more than a few hours so I called ****** and said she never put in the order and that they were going to just send the laptop back and that I should just take the $250 coupon I explained to her what her supervisor said and she did not care and just became uncooperative and put my case in archive I traveled out of state for a convention from the 22nd to the 27th something ****** knew since at least the 15th of February she assured me that the laptop would ot be Shipped back out to me before the 27th regardless to the repair status but they Shipped it back out on the 21st despite me making my travel plans k own far in advance *** being told that would not happen supposedly the laptop was delivered while I was in ******* I returned on the 27th at around 8pm to find that my laptop was not there now I'm completely out of a laptop and have received no compensation no service and no answers. I relied on my laptop for business *** for my Son to use for online classes. And I need help to get justice in this situation. I have a recording of my conversation with **** or Gage where he told me he was going to have the service center try everything to fiz.x the situation and that he would have ****** facilitate the work order that never got put in.

  Business Response

  Date: 03/03/2024

  HP Case 5120519980 has been assigned to a case manager. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

  Customer Answer

  Date: 03/07/2024

   
  Complaint: 21363887
  
  I am rejecting this response because: it was said that HP would be sending an email response within ***** hours its *** almost 96 hours and I have not received a response at all and if I wait too many more days for a response and do not check back in with BBB the case will be closed so I don't agree with that fact that HP responded with a time frame that I should wait for a response from them buy I have yet to receive that response more than 82 hours later I feel that they may be waiting for me to either forget or until time runs out with BBB and the claim be dropped all together. I believe that HP has no intention on rectifying the situation. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 03/10/2024

  HP Case 5120519980 is open status. The customer was contacted by the case manager. They are working on a resolution with the customer.

  Regards, HP Inc.

• Initial Complaint

  Date:02/28/2024

  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 been trying for over a week now to resolve my printer issue. I spoke with: Rod ******** Experience Manager HP ************************** hours: 7 AM to 4 PM CST, Monday - Friday.Phone: ************************** Feb 23, 2024. He informed me I would be getting a replacement printer sent out on 02/26/2024. I have not heard anything back since. Every time I call the auto attendant says ext is not valid. I am very disappointed with this whole process. Now my warranty shows expired. HP should still honor what he said would be done. Please provide an update

  Business Response

  Date: 02/29/2024

  HP Case 5119698597 is open status- The case manager has processed the replacement printer and he will contact the customer as soon as the tracking information is available.

  Regards, HP Inc.

  Customer Answer

  Date: 02/29/2024

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

• Initial Complaint

  Date:02/27/2024

  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.

  Hello, Instant Ink already took a payment from me this month a few days ago. This was supposed to be a free month according to their promotion, but instead Im being charged twice just for using a printer I already paid for in full. Please prevent this duplicate charge from happening again, it has happened before, and its the reason I stopped using the Instant ************ My next step if my billing is not correctly updated will be to contact the Better Business Bureau, and if no luck, I will seek options for legal arbitration. Please update my billing so I am not continually charged twice in on month.

  Business Response

  Date: 02/27/2024

  HP case manager has been assigned the New case 5120272011. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

  Customer Answer

  Date: 02/27/2024

   
  Complaint: 21352089
  
  I am rejecting this response because no one in HP has contacted me yet regarding the complaint at hand. I am appreciative of the services the Better Business Bureau offers that empowers me to continue with my complaint and stand firmly on business.
  
  Sincerely,
  
  Naya *********

  Business Response

  Date: 03/05/2024

  HP case manager has contacted the customer, case ********** is open status. The case manager has been working with the customer on the billing issue.

  Regards, HP Inc.

• Initial Complaint

  Date:02/26/2024

  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.

  In the last 6 months I purchased a printer made by the ** (Hewlett Packard) computer company. Upon purchasing the printer made by this company, there was no information or disclaimer mentioning that it will only operate via ** brand ink and/or through a monthly subscription through HP instant ink. Thus not allowing consumers to purchase third party ink made specifically to work with the printer. Without buying specifically higher priced ** brand ink, the printer is inoperable. The printer is designed hardware/software wise so that you are locked in and have to submit to ** and ** products only. This seems rather illegal for a company to hold the consumer hostage in the ability to utilize a device that is already been bought and paid for. When contacting ** customer service you get hung up on, a run around and passed back and forth between departments with no resolution. Once getting through to a superior and actually explaining the issue and illogical constraints, he claimed that the printer will not allow any ink other than hp ink. While this makes for fradulent sales, as there is no mention of this critical information prior to or at the time of purchase, ** refuses to provide reimbursement or return/refund option. Further searching the internet, many other ** printers operate similarly but have a work around or option to turn off this "cartridge lock" in which this one has no such option. In my personal experience I have used multiple printers of all different makes and models, whether in a home or work setting. Where I have never encountered being "black balled" into purchasing a specific type of ink cartridge in order to use a printer. On top of that the printer has been faulty from the start as it will only function 50% of the time even when the pre-installed ** ink cartridges were present. ** refuses to take accountability and expects to reap the reward of the consumer paying higher prices for their ink cartridges, or refuses the ability to use their product.

  Business Response

  Date: 02/27/2024

  HP case manager has been assigned the New case 5120207456. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:02/25/2024

  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.

  HP printer is not functioning and support was limited to messenger. Messages where responded to hours or even next day to resolve issue. After 4 days of attempting to get resolved HP closes my case. I want to be refunded for this printer.

  Business Response

  Date: 02/26/2024

  HP case manager has been assigned a New case 5120178808.The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:02/23/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my HP printer for about a year. I received an email after a year had passed, with an offer from HP Instant Ink subscription. I subscribed and after 9 months of paying monthly subscription I had never received an ink cartridge from HP. I was still using the last cartridges I purchased on Amazonthey arent even HP cartridges. After canceling my subscription HP shut down the use of my ink cartridges, saying that I couldnt use them because they were HP Instant Ink cartridges. I called their # and spoke to 4 different people over an hour. The first two actually hung up on me. At the time of my call I only wanted them to allow me to use the cartridges that I purchased. They continued to say they couldnt because I canceled my subscription and they were their cartridges. No I want to be reimbursed since I cant use what I bought, because of actions by HP Instant Ink. The ones that were discontinued for use were the 67XL cartridges

  Business Response

  Date: 02/25/2024

  HP Case manager has been assigned the New case 5120132368. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:02/23/2024

  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.

  In december i called for support on an exsisting printer, they said could not be repaired and offered a deal for a new one. when it arrived it was damaged. spent another 2 hours on phone to discover they needed to send another. when that one arrived, would not work. i called tech support again, another 2 hours for them to say i need to pay them additional money to repair things within my system. i said no and called my computer specialist. he found no problems at all in my fairly new Hp all in one computer. He also could not get this printer to connect. i called support again, another 2 hours just tring to get a refund at this point. I can just go to a local store for a printer. they transfered me to a supervisor who said an escalation specialist would call within 2 days. not only did i ever recieve a phone call but i can not even get through to the number they sent to me. I can pull and submit all emails and reciepts if needed. This shows a case number of **********. ****** gives a call back number ***********************. We have tried responding to emails and have been tring to call for well over a week now. I am no almost 90 days dealing with them and still no printer. they aslo offered 6 months free ink with origional deal but failed to send ink or cord that would connect directly to computer. what a SCAM! this was HP direct. thank you with any assistance.

  Business Response

  Date: 02/25/2024

  HP Case 5120091526 is open status. The case manager is working with the customer on a resolution.

  Regards, HP Inc.

• Initial Complaint

  Date:02/22/2024

  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 bought an ** laptop at Best Buy over a year ago. I used the computer as a backup to access information when I was overseas and needed to use the computer that was connected to my home in *****************. When I came back from that trip I started using the computer and noticed a high-pitched noise coming from it. I used it for a few months and I couldn't take this noise anymore, so I decided to buy another computer and send the ** so they could fixed. I sent it the first time in December 2023 with the case number: **********. They changed the fan and performed extensive testing, then sent the computer back to me. Guess what? Same issue. I called again and stayed on the phone for over one hour performing tests with the tech agent. Nothing changed. Then I was advised to take the computer to Best Buy so they could open the computer and check if there were any loose parts. Nothing fixed. Called again to **, and they requested to send the computer back and that they would check again since it was still in warranty after the first time I sent it. Case Number **********. Nothing was fixed, they sent me the report and the only thing they did was to change the fan again. I am extremely frustrated because the issues are not fixed, the noise is still here. I even sent a video of the noise to the agent and she confirmed she could hear the noise too. Many people complained about this specific model, it's all over the ** Forum... so my computer is not the only one that has the issue! It has been extremely frustrating to deal with this. This is the second time I have an issue with ** laptops. The last one started working after only 3 years of using it. I need a solution for this. I don't accept sending the computer back and having you guys send it back over just to know you only changed the fan and nothing else.

  Business Response

  Date: 02/23/2024

  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:02/22/2024

  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.

  In January of 2023 I switched my HP Instant Ink subscription from my old printer to my new. The process was full of error messages and it took ridiculously long. In September of 2023 I ran out of ink and had not received any from HP. I attempted to address this there their virtual assistant and ran out of time after hitting barriers in their system repeatedly.Today I was out of ********* and again I had not received any from HP. I had more time because my son had surgery yesterday and I am home from work to take care of him, I did get through to HP customer service and a supervisor named ** who told me that they cannot resolve this today. Tomorrow I am back to working 6 days a week and running a hiking group on top of that and I won't have time to work on getting this fixed.I pay for a service from HP where they should be sending me ink when my printer gets low. I pay for this service to save me time, but HP has failed to provide that service and between the hours spent trying to transfer to the new printer last year, having to go out and buy ink, and the 2 hours spent dealing with this today I am not getting what I am paying for.

  Business Response

  Date: 02/23/2024

  HP Instant ink case manager has been assigned the New case 5120024823. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.