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

• 

  Hewlett Packard

  150 13571 Commerce Pkwy Richmond, BC V6V 2R2

• 

  Hewlett-Packard Financial Operations

  585 South Blvd East Mail Stop 1A Pontiac, MI 48341

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:02/05/2024

  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 bought a care pack for my son's Chromebook in which if it was not used after the duration it would be refunded back to me. After the plan expired I sent in my info and they said they would be in touch if they needed more information. I have not received any response back or my refund even when the escalated the matter. They said alow an additional 4 weeks from the original 8 week time frame well it's been a total of over 6 months in this case

  Business Response

  Date: 02/06/2024

  The case has been sent to our HP rebate team. The case manager will contact the customer within 1-2 business days.

  Regards, HP Inc.

  Customer Answer

  Date: 02/11/2024

   
  Complaint: 21249692
  
  I am rejecting this response because:I still not have heard back from the company at all and it has been over the one to two buisness day timeframe! At this point they are just continuing to give me the run around over my refund. Unacceptable 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/22/2024

  HP Rebate team is reviewing the inquiry and will contact the customer regarding the reimbursement. 

  Regards, HP Inc.

  Customer Answer

  Date: 03/05/2024

   
  Complaint: 21249692
  
  I am rejecting this response because: they still have not reached out to me concerning my rebate or provided me with any updates it's going on 8 months since I first submitted information to them and still nothing. Right now I feel they just scammed me out of my money. Shameful!!
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/10/2024

  The case has been sent to our HP rebate team. The case manager will contact the customer within 1-2 business days.
  

  Regards, HP Inc.

  Customer Answer

  Date: 03/24/2024

   
  Complaint: 21249692
  
  I am rejecting this response because: they still have not gotten in touch with me and now this has just been dragging along. Unethical company and practices. Truly disgusting. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/27/2024

  HP rebate team has received the customers inquiry and are working on the rebate. The customer will be contacted by the team

  Regards, HP Inc.

  Customer Answer

  Date: 04/10/2024

   
  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. They did not contact me however my check did show up in the mail.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/05/2024

  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 purchased two HP computers from HSN in January 2022 HP ****" 4GB RAM 256GB SSD Laptop with Windows 11 and Office 365 and everything was fine the first year. As soon as my both my computers went out of warranty the right hinge on the computers started cracking computer top. I have tried to contact HP and saw there were numerous complaints for the same type of issue. Both computers have been in my home office that I share with my husband, never moved from desk and just started cracking apart on the right hand side,. This is aweful. I am holding both my computers together with duct tape because i cannot close the top without more of the computer cracking. I am so upset. I would like replacement computers as this is a product defect. No wonder they have an F on BBB. They are selling defective inferior products to the consumer and will not replace.

  Business Response

  Date: 02/06/2024

  HP case manager has been assigned the New case 5119179477. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:02/05/2024

  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 have HP Instant Ink and have for years. I needed to send a fax today and was able to via HP Instant Ink app. In order to do that, I was forced to sign up for a free trial. There was nowhere on the site HOW MUCH the fax program is and HOW LONG the free trial is. I frustratingly tried to find this out via virtual assistant, no information. I called in to support after frustratingly trying for locate a phone number, and after 3 calls I STILL HAVE NO INFORMATION. A HOUR OF WASTED TIME!!! I am livid. I was transferred to the "fax department" was on hold for over 10min, the hold music stopped, there was blank silence for a minute and the call ended. I called in once again and ******* DIDN'T EVEN KNOW NOR COULD FIND INFORMATION THEMSELVES on the fax program. CANCEL MY FAX ***** AND PUT THE INFORMATION ON THE **** WHERE CUSTOMERS CAN FIND IT AND TRAIN YOUR ASSOCIATES! YOU CANNOT HAVE PEOPLE SIGN UP FOR SOMETHING WITHOUT TELLING THEM THE ***** AFTER ***** OR EVEN WHEN THE ***** EXPIRES. I AM FRUSTRATED BEYOND BELIEF!!!!!!!!!!!!!!!!!!!!!!!!!

  Business Response

  Date: 02/06/2024

  HP Case manager has been assigned the new case 5119178849. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

  Customer Answer

  Date: 02/13/2024

   
  Better Business Bureau:
  
  HP contacted me to tell me that the fax program is a beta program and that I won't be charged. Even though that information is listed nowhere on the website or when you sign up, in reference to complaint ID ********, I find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/05/2024

  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.

  Over a year ago I got a new HP Printer. At the time, I signed up for a subscription service for ink refills. After I got the 1st shipment and paid for it I cancelled the subscription because I only print a few pages a year. Since then they have held my printer hostage. I can not use the ink I Already paid for. I have tried to resolve this 2 different times and cannot get a resolution from them. Since I can't use the ink I paid for I am asking for a refund for that purchase, then over the weekend I was told that if I rejoined they would credit me those charges. Now I can't get them to issue the credit. I have $10 invested plus over 10 hours of my time at $30 an hour. I am asking for $320

  Business Response

  Date: 02/06/2024

  HP case manager has been assigned the New case 5119179055. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

  Customer Answer

  Date: 02/12/2024

   
  Complaint: 21248285
  
  I am rejecting this response because: they have contacted me. They did issue a credit for $4.62 and they did offer to send me 1 color ink cartridge. The issue is that I am still short 1 black ink cartridge or another credit for $4.62.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/21/2024

  HP case manager processed a credit for $4.62 and they did offer to send me 1 color ink cartridge. The case manager did try to follow up with the customer and no response. The customer can reach out to the case manager as well.

  Regards, HP Inc.

  Customer Answer

  Date: 02/28/2024

   
  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:02/05/2024

  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 a HP Envy ****e from Best Buy on August 8th, 2023. I started using the printer only 3 weeks ago. I've already gone through 3 black ink cartridges!! (I rarely use color) I spent well over 12 hours researching why I keep getting the E0 error code. The E0 error code according to HP means ink is depleted or a non-genuine OEM cartridge is inserted. I tried refilling each of the 3 black cartridges and the E0 error code wouldn't go away until I resorted to going to the store and buying another genuine HP cartridge. When I first set up the printer I declined to use their HP Instant Ink trial because I wanted the choice to either use aftermarket cartridges or refill the genuine cartridges. After doing a lot of research, I found several complaints that HP is remotely disabling the cartridges through the mandatory WiFi connection that their HP Smart software monitors. Even though the cartridge is full of ink!! I just want a printer that will print with any aftermarket cartridge or refill ink that I choose and not have HP remotely disabling the cartridges. Apparently when I was going through the printer setup, even though I declined their Instant Ink trial, I must have mistakenly accepted somewhere to their ridiculous agreement to not use anything but HP genuine cartridges/not refill genuine HP cartridges. They must cleverly make it seem like you don't have a choice during setup because I declined everything else. I just want the printer to work without any monitoring so I can either buy aftermarket cartridges or refill the genuine cartridges. My old HP printer never had this problem. I could refill the genuine HP cartridge several times before the print quality deteriorated. My old HP printer used HP 62 cartridges that are nearly identical to the new HP printer which is why I initially bought it. If I had known HP can disable refilled cartridges, I never would have bought another HP printer again. Also, it's impossible to email HP. I can't sit on the phone for hours

  Business Response

  Date: 02/05/2024

  HP case manager has been assigned the New case 5119113341. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:02/04/2024

  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.

  Dear ***/***** For several weeks I have been trying to get support for a Hewlett Packard virtual reality holographic headset I purchased less than a year ago. This headset (** Reverb G2) heats up and stop working after a few minutes of use. It is still under the manufacturers 1 year warranty. Furthermore, I purchased the equipment directly from **, so there should be no reason why the manufacturer to allege I purchased from an authorized ** dealer.I realize the company stopped manufacturing this headset, but that should not be grounds to refuse to honor their written warranty. And ** has made it almost impossible for customers to even start a warranty claim. Their website requires the user to enter a serial number, but it no longer recognizes the headset serial number. This has been noted by other headset purchasers in the same situation as me. With no way to contact **, I managed to connect by asking for support on a purchase, and eventually I managed to chat with a person. The support person stated Since you weren't able to find help via the webform, here's the phone number for ** Technical Support. Their hours of operation are Monday through Friday 8am 12 midnight Eastern time and on weekends from 9am - 9pm Eastern time. Please call: **************. After multiple attempts calling that number (starting on January 24 2023), I managed to get another number for hardware support. ** does not provide a direct phone number upon request, they want the customer to go through multiple phone transfers, any of which can fail and force you to start all over. This happened to me several times. I finally manage to speak to someone on January 28 2023. I explained the issue, provided the headset serial number, and model number. I was told it was out of warranty. I then explained I had the original receipt from the ** store and provided my email address, physical address, order number, and even sent a copy of my purchase receipt. The person told me someone would have to investigate the issue and was given a case number (**********). I was told I would be contacted if the claim was approved. However, a week later I have not heard from **, and when I check the ** support page using the claim number nothing shows up. I am afraid ** is running out the clock because the warranty expires February 6 ****. I can provide all the documentation mentioned above, and the names of the people I contacted.

  Business Response

  Date: 02/05/2024

  HP case manager has been assigned the New case 5119112540. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:02/02/2024

  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 am writing to complain about what I consider to be poor business practices by **.As it seems that ** sells printers with low prices, which end up costing a lot in the long run.We had purchased an ** Printer 2 years ago. And it seems to have hardware problems, according to **. Our printer is leaving black streaks on every document we print.We were advised by ** to purchase a new toner and imaging drum to help resolve the issue. Neither of these products fixed our problem. Instead of remedying the situation, ** is now advising us to buy a whole new printer. Meaning, we wasted $250 on parts trying to fix our printer, at their own recommendation. Only to be advised to buy a new printer.To make matters worse, I have spent more than 4 hours on the phone with ** trying to remedy the situation. Most of the time being spent on hold, and trying very hard to get a live person on the phone.On Friday Jan 26, after spending 1 hour on the phone with **. The support team told us that they escalated our case. Without providing a case #, or telling us whether we'll be contacted. Instead, the support agent said to call ** back in 2-3 days if we don't get contacted. I was puzzled by this so I asked the agent very directly. But was only met with obscure responses.One week later, (2/2/24) after painstakingly getting in touch with support again through their difficult phone system, the ** team had no awareness of our escalated case. They said it didn't exist.So a supervisor spoke to me saying that they have escalated our support case (which was supposedly already done a week ago).We initially wanted to get refunded for our imaging drum they had us waste money on. But at this point, given the time and stress we've put into this situation, the hole keeps getting deeper and deeper. And more of our valuable time and resources are being wasted pursuing a remedy from **. Therefore we have come to BBB to complain about this company and their practices.

  Business Response

  Date: 02/05/2024

  HP case manager has been assigned the New case 5119111912. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:02/02/2024

  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.

  HP sent out a notification last year saying that my HP Officejet Pro **** printer will not longer supported by HP however, I did not know that they were planning to totally disable my printer. My printer is a muti- funtional printer, so I can copy, scan to a flash drive, but all the network features were disabled by HP. They turned off my wireless connection by eliminating my IP address. I am unable to turn my wireless radio back on. There is nothing wrong with my printer, it was working just fine until HP turned off the wireless radio and an error message saids only the network administrator can turn it back on.. This is a real problem. They are forcing me to buy a new printer. They are wrong for this, I just bought new ink for about $200 and now the printer isn't working.

  Business Response

  Date: 02/05/2024

  HP Case manager has been assigned the New case 5119111629. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:02/02/2024

  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 a laptop May 2023. In October 2023, I contacted HP (case **********) because the Wi-Fi icon disappeared and the laptop was no longer able to connect to the internet. I did all of the troubleshooting asked of me except cloud recovery as I don't have a 32GB USB. Instead, I performed a factory reset and the icon and internet came back.In January ****, the icon again disappeared. I contacted HP (case **********) asking to be able to send the laptop in since it's still under warranty. They are refusing to do this because I haven't performed the cloud recovery. I reiterated that I do not have the funds to buy a 32GB USB and was essentially told that they would not honor the warranty without me buying one and performing the cloud recovery. I asked to speak with a supervisor but was told one wasn't available.Danish then told me to borrow a USB from someone. I felt I had no choice but to tell him my personal history (mental health and family issues) to let him know that isn't an option. He then said he'd need to speak to his supervisor that he told me 30 minutes prior wasn't available. When I called him out on this, he changed his tune, saying the supervisor wasn't available. He put me on hold and was mysteriously able to figure out that he could send me a drive to help.However, the following day I received an email telling me that even though HP said they'd send the drive, they've rescinded that offer. I am now stuck with a computer that doesn't work under a warranty HP refuses to honor.

  Business Response

  Date: 02/02/2024

  HP case manager has been assigned the New case 5119006476. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

  Customer Answer

  Date: 02/02/2024

   
  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:01/31/2024

  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'm a sensible person, and with that, the ********* ********* offered by ** to its customers, at least from what I've experienced, has been egregious. I purchased the ** Envy 17 (order #: H353939653) w/ the bells and whistles in mid 2023 as a work laptop. Not even 7 months in, I'm having issues with wifi connectivity, which upon researching, seems to be a common issue with ** laptops. This has essentially rendered the laptop useless for me. I called in for the 2nd time today anticipating to get this resolved. All that came of this was a loss of 6 hours of my time, which equates to significantly more than I spent on your laptop. I spoke w/ the first rep that had me run a useless, ineffective diagnostic. Then I was transferred to another ***** where I was told I'd have to spend $51 for you all to help me resolve an issue w/ the faulty product you sold me. Paid the $51 and was promised by the rep that my issue would be fixed. 4 hours later and it was not. Was told that it was not a software issue but an issue with the antennae in the laptop that you all sold me. Was transferred to another ***** and was told that I would need to do yet additional diagnostics. Was basically told that I was SOL since I couldn't download an app on the laptop w/ no wifi and that I would have to pay another $35 to have you all ship me a flash drive with the app on it in order to move forward. Do you truly believe this is acceptable service and equitable treatment to your customers? Shame on the leadership at **. This is not on your reps, they don't know any better. My warranty is valid until May of ****, yet I'm having to jump hoops to get this resolved. I've lost multiple hours due to confiding in a product that I thought would help increase my efficiency and productivity. What are you all going to do to make this right?

  Business Response

  Date: 02/01/2024

  HP Case manager has been assigned the New case 5118940024. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.