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:02/21/2024

  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.

  Feb 14, 2024, I cancelled the ** INK service for $1.06 per month. I received an email stating I would loose printing access as of Feb 19, 2024 and I would be charged for the month. On Feb 20 I was charged for the month. I tried to remove my credit card number from the website and was not able to remove the details. FEB 21, 2024 I called spoke to *** and asked him to remove my card.He opened a case #********** to request my card to be removed. I asked how long will this take to process. He said ***** hrs. I asked why did I have to wait and I'm submitting a bbb complaint. He said he would escalate the issue with 5-7 day response from case mgr. I want my card removed from their records.

  Business Response

  Date: 02/22/2024

  HP case manager has been assigned the case 5119966576. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:02/20/2024

  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 purchased a new HP laptop computer in July ********************** January 2024 I put the computer away one evening after working on it. The next morning the computer would not power on. After contacting HP they said they would send a box to return the computer to be assessed under warranty. After several weeks the box never arrived despite the tracking saying delivered. HP told me to send it and I would be reimbursed. $90 to ship and still have not been reimbursed. Now a month later HP received the computer and immediately sends an email with a single picture of a circuit board and no evidence of damage. They stated customer induced damage to attempt to make more money $500 to repair. I have never had any food or liquids near this computer and now they want more money to fix. I escalated the complaint through HP and was told they would contact me in 48 hours. Never heard from them called back the next week and supposedly nothing was noted from the previous escalation but now they wanted to offer a 30% discount on the repair. During the call I was told that the computer was shipped back to me unrepaired. I never received any further evidence of computer damage as requested.

  Business Response

  Date: 02/21/2024

  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: 02/21/2024

   
  Complaint: 21322612
  
  I am rejecting this response because: unless further action is taken
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/22/2024

  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: 02/28/2024

   
  Complaint: 21322612
  
  I am rejecting this response because: I had a case manager assigned and nothing was resolved.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/08/2024

  HP Case - 5119933506

  Note : Case manager called customer did not respond via phone or email, over 3 attempts.

  Customer can also contact support **************. 

  Regards, HP Inc.

• Initial Complaint

  Date:02/18/2024

  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.

  Technical Support Case Number: ************ Order Number: H358053072 Order Date: Feb 03, 2024 Device: HP Laptop *********, 17.3"SN: 5CG4061139 I purchased an HP laptop directly from HP.com, which arrived with a defective keyboard key ("0" key mapping incorrectly to "p"). With over 10 years of IT experience, I recognized this as a hardware issue, likely a soldering defect given they keys are right next to each other.Despite this, HP's technical support had me perform numerous ineffective troubleshooting steps, including operating system reformatting, which was clearly unnecessary as the issue was evident in the ***** indicating it was not software related. This process was time-consuming and fruitless, extending over an hour with first-tier support, including a proposal to download system recovery tools from the cloud and a suggestion to purchase a Windows 11 USB for system reload.After requesting an escalation, I encountered significant delays and unhelpful responses, including being informed the escalation manager was unavailable. Nearly two hours later, an escalation manager proposed transferring me to order support for a replacement but then disconnected the call without resolution.Subsequent attempts to contact HP replacement support were derailed by a lack of weekend phone support and a 24-hour wait policy on viewing case notes in chat support, further delaying resolution.This experience has wasted hours of my time, left me with a defective product, and demonstrated a lack of respect for customer time and satisfaction. HP's customer service has been obstructive rather than helpful, significantly tarnishing my view of the company.

  Business Response

  Date: 02/19/2024

  HP Shopping has reviewed the customers complaint. Our HP shopping escalation rep. will contact the customer within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:02/17/2024

  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 this computer for my daughter for Christmas. The laptop is less than 2 months old. It has a disk issuesays the disk/storage is full. I have deleted a ton of things. I cant seem to figure out this issue. I contacted HP. They told me to call HP smart friend which I did. They want me to pay. I have a warranty with Hp for a year. I need to know how to clear the storage away. Thats it. I should not have to pay. I just need tech support to fix this. Again laptop is less than 2 months old.

  Business Response

  Date: 02/19/2024

  HP case manager has been assigned the new case 5119805078. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:02/17/2024

  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.

  This is the 3rd **** printer I've owned. It seems they only last a few months beyond warrenty period. This particular **** OfficeJet Pro ****e I paid up for. about a year ago, it started to not scan. I thought it was my computer. We don't use a printer much so there maybe weeks in between jobs. Then it would not print from computer. Again everyone is saying my computer is the problem. So I used the **** print doctor, online chats to no avail. Did this several times, downloaded,reloaded tried everything a half dozen times. Again to no avail. Then it would not work as a copier with or without internet. called tech support and they told me if I subscribe to the optional ink program, my printer would work I have ink. Sounds like I'm being held hostage for ink. They would not transfer me up the ladder. Now my printer is out of warrenty. Actually the **** tech people can see my usage from my account when I registered my printer. It has been used very little. Thanks, ************************

  Business Response

  Date: 02/19/2024

  HP case manager has been assigned the New case 5119804758. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

  Customer Answer

  Date: 02/19/2024

   
  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 **** will wait to be contacted.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/16/2024

  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.

  Sent my laptop in for a faulty port, which was confirmed by another tech and also via zoom with there tech team. Sent laptop in December, been receiving the run around stating I'll receive the fixed laptop asap, after calling them today they stated the issue was due to liquid which is incorrect and didn't even mention the faulty port. And demanded money for the repair after googling my situation I see this is a normal practice for HP to receive items for repair and then demand money for other "issues" outside of their warranty issue in which wasn't apart of the original issue with the item. This seems like a bait and switch and a money grab by a company who seems that they don't want to do right by their own warranty policy, so disappointing

  Business Response

  Date: 02/19/2024

  HP case manager has been assigned the New case 5119803503. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:02/16/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an HP ink jet printer. I found out that I could buy aftermarket ink jet cartridges for the printer at a fraction of the cost of buying HP cartridges. I bought them, installed them and they worked fine until HP sent an automatic firmware update. With that firmware update, the printer would nolonger print with aftermarket cartridges. There was no way to restore the printer to an earlier firmware version. Today I installed a new HP ink cartridge, and I got an error message that stated that the cartridge was from an "older generation ". HP is clearly engaging in dishonest business practices to make customers purchase their new proprietary ink cartridges, even on printers they nolonger provide service for. This is like a car manufacturer installing software on vehicles that are already owned , which only allow the vehicles to run on a specific brand of fuel. I will never purchase another HP product as a result of their business practices, and I would like for these practices to become publicized so that others can avoid this frustration.

  Business Response

  Date: 02/19/2024

  HP case manager has been assigned the New case 5119804422. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

  Customer Answer

  Date: 02/19/2024

   
  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:02/16/2024

  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 computer was hacked while i was chatting with an agent on 2/15/2024 about my billing and not being able to access my account to see it. Somehow they hacked my computer and corrupted all files and then tried to ask me to pay to have them fix it. How does a *********** such as HP not have top security in place. They did not care in the least about what happened when i spoke to a supervisor, no explanation and no apology. I now need to purchase a computer and a new printer

  Business Response

  Date: 02/19/2024

  HP case manager has been assigned the New case 5119803804. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:02/15/2024

  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.

  This is regarding an experience with the ** Factory Outlet. After being contacted by a sales rep of the ** Outlet, I placed an order for some accessories. After completing the account setup sheet, I was informed that our shipping address was not a valid address. I verified the address was correct and valid - and that we have been shipping to it for nearly 20 years - from many different vendors and carriers including ********** and ***** I also stated that I had prepaid my order with a credit card. Again, I was informed that they could not ship to our address. I truly cannot understand why the ** Outlet was refusing to ship to the specified address. I explained that it is a postal center - where we pay for a mailbox - and they receive mail and packages. It is used by many, many small businesses. If every other carrier, vendor and distributor can ship to that address - WHY is the ** Outlet refusing to ship there - ESPECIALLY when I prepaid with a credit card? So, I cancelled my order and requested a refund. I will not do business with the ** Outlet again - and this makes me want to sell more **** and ******** after being treated this way by an ** group. It's so disappointing to see how far ** has slipped over the past five years. We could hardly even get **I or **E products during the pandemic - which meant we started selling much more ****** product. This last incident is a slap in the face to a "partner" of nearly two decades. It's bad enough that you require customer contact info for system registration - then, turn around and spam the customer with direct emails.

  Business Response

  Date: 02/16/2024

  HP Shopping team has been sent the customer complaint. A case manager will review the case and contact the customer within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:02/15/2024

  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.

  ** charged me 4x for a one month payment. It took several days for 3 of those bogus payments to fall off my credit card. Because of this inconvenience ****, an ** case mgr sent me an ** gift card for $25. He didn't tell me I could only use it in the ** Store. He led me to believe I could use it anywhere. I tried to make a purchase on Amazon using this card, and of course, it didn't work.I called **. They said a case mgr would have to call me back. I told them I don't want anyone calling me, because I work 3rd shift and I sleep during the day.They said they couldn't help me, only a case mgr could.

  Business Response

  Date: 02/16/2024

  HP case manager has been assigned the New case 5119681806. The customer will be contacted within 1-2 business days.

  Note- Gift cards sent by HP case managers are to be used Only at HP shopping website.

  Regards, HP Inc.

  Customer Answer

  Date: 02/16/2024

   
  Complaint: 21298325
  
  I am rejecting this response because I was asked if a gift card would be okay.
  I said yes, because I was led to believe I could use it anywhere. I was not told
  I could only use it in the ** Store.
  I will accept 2.5 months of free service instead.
  I DO NOT want anyone calling me, since I work 3rd shift and I'm asleep during
  the day. Have the manager email me. I'll respond to that right away.

  ****************************************

  Business Response

  Date: 02/22/2024

  HP case 5119681806 is open status. The customer will be contacted via email within 1-2 business days.

  Regards, HP Inc.

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21298325
  
  I am rejecting this response because:

  ONCE AGAIN --- DO NOT CALL ME
  I work 3rd shift. I sleep during the day.
  Email me with any correspondence.

  
  ********************************************

  Business Response

  Date: 03/08/2024

   New case 5119681806. The customer has been sent email notices. Case is open status.

  Regards, HP Inc.

  Customer Answer

  Date: 03/08/2024

   
  Complaint: 21298325
  
  I am rejecting this response because:
  
  ********************************************