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

  110 13575 Commerce Pkwy Richmond, BC V6V 2L1

• 

  Palm, Inc.

  3423 Southpark Pl # A Grove City, OH 43123-4828

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:01/17/2024

  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.

  I purched a printer for ***** it came with 3 months free ink. I have tried for 5 days to get the printer to stay connected to the internet, my devices, plus keeping it on. It takes 30 to get o even print. I've printed over ************************ how to connect to wifi. I've called HP for 5 days being told I'm getting a phone call to I. Getting a new printer to exchange. To where HP is doing nothing. They are sending me emails saying I'm not in compliance with the ink subscription in which I'm unable to do as the printer is defective.

  Business Response

  Date: 01/18/2024

  HP case manager has been assigned the New case 5118172111. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

  Customer Answer

  Date: 01/19/2024

   
  Complaint: 21160825
  
  I am rejecting because A phone call is not going to fix the issue! I've had communication with HP support and for 6 days it's been the same as what they said here I'll call! No calls and the printer is is still defective and I can't use it as It was bought for! I'm not asking for anything extra like all the paper and ******** that has been wasted on asking HP to fix the issue! I'm asking that HP exchange they send me 1 and I will return this one. I have there's in a box ready! Except I need a return lable.
  
  Sincerely,
  
  ****** English

  Business Response

  Date: 01/24/2024

  HP Case is open status- 5118140809

  Replacement order number H357894798 has been placed.

  Regards, HP Inc.

  Customer Answer

  Date: 01/25/2024

  I have been in contact with ***** from H.P.  He went above my expectations by replacing my printer with a better one. I'm grateful for BBB and HP for helping me resolve this issue. I only regret that HP and I couldn't make this exchange without BBB. IM Glad that there is someone to help when things like this comes up.   I'm looking forward to a better partnership between HP and myself.  P.s I'm also thankful that HP has went above and beyond to protect customers from from Hackers and viruses with the ink cartridges. I was upset at first. Now I'm grateful for HP.

   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,
  
  ****** English

• Initial Complaint

  Date:01/17/2024

  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.

  HP has twice (through their Tech Support) lied about warranty; attempted to sell me a new printer because, they claimed, mine was "obsolete" and/or out-of-warranty; refused to give tech support unless I pay a fee; promised to send me gift cards to Best Buy (for $50) which were never sent (verified by Best Buy); claimed my printer(s) incompatible with my internet provider, Spectrum, which I later verified is untrue. Spectrum, in fact, told me they'd had other customers reporting being told the same thing by HP. This is a pattern of deception, dishonesty, and fraud, it seems to me.

  Business Response

  Date: 01/17/2024

  HP case manager has been assigned the New case 5118134873. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

  Customer Answer

  Date: 01/17/2024

   
  Complaint: 21136051
  
  I am rejecting this response because:
  HP had ample opportunity to rectify my issues two times. How will any response from them be different now? They have an established pattern of lying and refusing to solve customer problems. If they do get in touch with me and they actually provide some honest and new solution now, I will listen and consider it. If they are simply going to repeat their previous lies, and/or deny what they they have said in the past, they need not get in touch with me at all. 
  Sincerely,
  
  *******************************

  Business Response

  Date: 01/24/2024

  HP Case 5118134873

  Customer extremely rude and called case manager a liar
  HP have offered her a coupon towards the purchase of a new printner and she did not respond just stated she is filing a complaint
  case manager offered one more time and if she declined, will close the case.

  Regards, HP Inc.

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 21136051
  
  I am rejecting this response because: Their staff did indeed lie to me, repeatedly, as I stated in my first complaint: they said my printer was "obsolete" and "incompatible" with my internet provider. In fact, one of their own staff, in a subsequent phone call, assured me that neither of these things is true and that whoever told me that would be reprimanded. They also lied when they twice told me they had sent me $50 Best Buy gift cards. Best Buy confirmed that no gift cards were ever sent to my account. What would you call this if not a lie? I wasn't "rude." I simply stated what HP's staff did and said, and none of my concerns were EVER addressed. Instead, they thought if they offered me a coupon for a new printer that I would be placated. I wasn't "rude." I simply stated what hundreds and hundreds of other people on ******** and other sites have said about HP's horrible, dishonest customer service. Finally, in the most recent email I received, they said they were archiving the case and the matter was closed. This is how they solved the entire problem. Dismissed! 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 08/19/2024

  Ref: **********. Customer Leslye's warranty expired in 2022. HP contacted her to gather details about her situation, but she was uncooperative and combative. During the conversation, HP informed her that she was out of warranty and that her printer model was obsolete, making it impossible for HP to provide further support. As a goodwill gesture, the agent offered her a coupon, which she declined. After explaining that there was nothing more HP could do, her case was set to be archived. In the final follow-up, the customer acknowledged that the issue was resolved, attributing it to her internet provider rather than any fault of HP. The case was subsequently closed.

  
  

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 21136051
  
  I am rejecting this response because: They lied. They lied on the phone, and they lied now. Horrible company without integrity. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/17/2024

  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 signed up for instant ink and have been peying the monthly fee. I did not see the value because i dont print that much. I tried to cancel 3 months ago but it never got canceled. I just did it again and it they canceled. Now the ink cartridges i have that were sent buy HP have been disabled. I paid for those cartridges via the monthly fee. I was never informed they would disable the cartridges. So i now ***** to go out and buy from a store to use the printer. HP should get it so i can use the cartridges i paid for through the monthly feed. They totally misrepresented themselves.

  Business Response

  Date: 01/17/2024

  HP Instant ink case manager has been assigned the New case 5118135948. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:01/17/2024

  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.

  This is about my newer HP ******************************** service. On Jan 8 I called into instant ink because I couldnt get my printer to work. I called in and it took over an hour to get the printer to work with there help. I noticed it was printing only in color so I was told to install a new black cartridge which I did, but it was all dried up and wouldnt work. I was told that they could send me a new cartridge express. It should have been overnighted as this was HPs. fault. They escalated the claim to a manager and I was assured they would express it ( not good enough) and have them my address. It is now 1-11-24 and Ive received nothing from go. I called in again to see what the hold up was and was told the manager sent it regular so it could take up to 10 days ( seems like it was done out of spite). Im incredulous with the lack of customer care & professionalism. I have thousands of dollars of orders that need to go out and could be cancelled. Not to mention all the time and stress this has caused me.Case Case **********

  Business Response

  Date: 01/17/2024

  HP Instant Ink case manager has been assigned the New case 5118135069. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:01/17/2024

  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.

  Repeatedly canceled service and continue to be charged. Last attempt to cancel was 9/15/23. Yesterday received notice of increase and so checked statement and found I am still being charged monthly even though my printer is incompatible with service. When I go into App, sign in, and follow link to cancel it does not provide any way to check cancellation history/status. Last and only cartridge received (had to request) was in 3/23. Want to be sent another (and final) set of cartridges and have any further charges stopped immediately.

  Business Response

  Date: 01/17/2024

  HP Instant Ink case manager has been assigned the New case 5118135364. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

  Customer Answer

  Date: 01/18/2024

   
  Complaint: 21132645
  
  I am rejecting the ** response because I attempted to cancel the service many times and continued to be charged for something I had cancelled. Telling me how many pages I printed during that period of time does not change that fact ... was I supposed to NOT use my own printer?  I have purchased many ** products in the past but will look for other brands that do not take advantage of customers. This so-called service is a total rip-off and wastes an absurd amount of time if and when you choose to cancel. If nothing else, I want to warn other consumers to avoid this so-called "service".  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 01/24/2024

  HP Case - 5118135364

  Instant Ink charges are based off of printing not ink, as the subscription is a printing subscription. The customer has ********************** Ink cartridges installed in the printer currently and have printed in almost all months that billed out so the charges are actually valid. 
  Since enrolling to the service they have paid $119.71 and have printed 540 pages a set of HP# **xl ink cost $69+ tax and would print up to 430 pages in black and 300 pages in color based on the usage you would have paid $138+ tax for the ink. 

  Regards, HP Inc.

   

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 21132645
  
  I am rejecting this response because as I have said repeatedly, my attempts to cancel the service were ignored.  If ** is reading the chat transcript attached to my complaint, they would see the following exchange:  

  *********************************** : And I was able to verify here that your printer has non-instant ink cartridges installed and this is the reason on why the system didn't process any inks. Time: 3:57 PM

  ************************* Bartolata : No worries, I'm here to process your inks and expedite it for you. Time: 3:57 PM
  ************************* Bartolata : May I know your shipping address Time: 3:57 PM
  

  *********************************** : And your phone number. Thank you! 
  

  Again, since my printer has and has always had non-instant ink cartridges it should have been made clear from the beginning that the model printer I had was not compatible with the service. Also, contrary to the previous stament made by ** in response to this complaint, there are cartridges that work in my printer because they sent them to me following the chat and after telling me the service didn't process properly.  

  This matter can be resolved by sending me a set of the same cartridges previously sent to me following the chat with the ** rep. 

  Thank you

   

  Sincerely,
  
  *************************

  Business Response

  Date: 01/24/2024

  HP Case 5118135364, customer was contacted by the case manager and case is in closed status. 

  Regards, HP Inc.

  Customer Answer

  Date: 01/25/2024

   
  From the Consumer on Wednesday, January 24, 2024
   
  Complaint: 21132645
  
  I have not received any further communication from ** in response to my 1/24/24 reply provided below.

  If ** is reading the chat transcript attached to my complaint, they would see the following exchange:  
  ************************* Bartolata : And I was able to verify here that your printer has non-instant ink cartridges installed and this is the reason on why the system didn't process any inks. Time: 3:57 PM
  ************************* Bartolata : No worries, I'm here to process your inks and expedite it for you. Time: 3:57 PM
  ************************* Bartolata : May I know your shipping address Time: 3:57 PM
  ************************* Bartolata : And your phone number. Thank you! 
  
  Again, since my printer has and has always had non-instant ink cartridges it should have been made clear from the beginning that the model printer I had was not compatible with the service. Also, contrary to the previous stament made by ** in response to this complaint, there are cartridges that work in my printer because they sent them to me following the chat and after telling me the service didn't process properly.  
  This matter can be resolved by sending me a set of the same cartridges previously sent to me following the chat with the ** rep. 
  Thank you
  
  Sincerely,
  
  *************************
  Sincerely,
  
  *************************

  Business Response

  Date: 08/19/2024

  Ref: **********. Customer ***** had difficulty understanding the terms of the Instant ************ An HP agent contacted her to provide clarification and assist with the cancellation process. The customer was informed that ********************** Ink subscription cartridges would no longer function after her final billing cycle ends, even if they are already installed in her printer. To continue printing, she would need to purchase cartridges from a store. HP explained that no additional cartridges would be sent if she canceled her subscription. The agent also took the time to explain how Instant Ink works and confirmed that the customer had printed nearly all months for which she was billed, validating the charges. After ensuring the customer understood the implications of her cancellation, HP closed the case, as there was nothing further they could do.

  
  

  Customer Answer

  Date: 08/19/2024

   
  Please see my response below provided to BBB on January 25, 2024 for Complaint: 21132645.  I can only assume that the "customer *****" referred to in the recent ** response to BBB is yet another customer with a complaint about their service. This does not surprise me since it was clear that no one at ** even bothered to read the transcript of the chat I provided with my complaint. Regarding my complaint, which I understood to be closed, ** proceeded to lock access to my printer because I cancelled their misleading and absurdly structured "service" and since my ** printer is now non-functional and useless I would only request that my experience with ** be posted on the BBB site as a warning to other consumers. 

  Thank you,

  ***********************;

  ________________________________
  Message to the BBB on Thursday, January 25, 2024
   
  From the Consumer on Wednesday, January 24, 2024
   
  Complaint: 21132645
  
  I have not received any further communication from ** in response to my 1/24/24 reply provided below.
  If ** is reading the chat transcript attached to my complaint, they would see the following exchange:  
  ************************* Bartolata : And I was able to verify here that your printer has non-instant ink cartridges installed and this is the reason on why the system didn't process any inks. Time: 3:57 PM
  ************************* Bartolata : No worries, I'm here to process your inks and expedite it for you. Time: 3:57 PM
  ************************* Bartolata : May I know your shipping address Time: 3:57 PM
  ************************* Bartolata : And your phone number. Thank you! 
  
  Again, since my printer has and has always had non-instant ink cartridges it should have been made clear from the beginning that the model printer I had was not compatible with the service. Also, contrary to the previous statement made by ** in response to this complaint, there are cartridges that work in my printer because they sent them to me following the chat and after telling me the service didn't process properly.  
  This matter can be resolved by sending me a set of the same cartridges previously sent to me following the chat with the ** rep. 
  Thank you
  
  Sincerely,
  
  *************************
  

  Business Response

  Date: 08/30/2024

  HP explained to Customer no additional cartridges will be sent for her HP Officejet 4630 e-All-in-One Printer CN3BS2V054; subscription ID # ********** was cancelled 03/17/2024. Customer was informed the ********************** Ink cartridges will no longer function after final billing cycle ends. Reference case 5118135364.
  
  

• Initial Complaint

  Date:01/17/2024

  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.

  Few months ago I made online purchase buying Printer and Laptop from HP company. I was impressed of the design and color. Unfortunately, from the beginning of its functinoning, I complained to the company- ************** and staff, about malfunctioning and defects of my new laptop. I received via email a prepaid label for return shipment, however, the carrier ***** rejected and denied to accept it due to invalid label barcode.The company was notified of that problem. I offered to arrange the return without hassle and undue stress. The company rotated in a runaround by playing a blame game, in order to avoid liability. I demand immediate replacement since this problem occurred within manufacturer's warranty period. On top of that I incurred additional out of pocket expenses for diagnosis and check up. It was established that battery is defective and runs out/died within 15 minutes. This is unfair, deceptive business practice.

  Business Response

  Date: 01/17/2024

  HP Case manager has been assigned the New case 5118136238. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:01/17/2024

  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.

  Im disenfranchised with **, Best Buy and the Geek Squad within Best Buy. I purchased a laptop with Best Buy in March ***************************** the educational pursuits as well as my business interests. I discontinued purchasing ** products in 2008 due to poor quality and cheap procurement of plastic utilized to construct their devices but opted to take a chance on the product once again due to reassurances from ** as well as Best Buy that the products met my high standard of quality, business functionality/productivity as well as availability of parts and stock. ** provides a one-year warranty on hardware/software as well as Best Buy. I also opted to procure an additional (extended) one-year warranty from Best Buy to ensure coverage. During the first week of January ****, the left Shift button on the laptop cracked and ultimately separated into two pieces. I called Best Buy to inquire on a replacement part and they advised me to make an appointment and bring it in to the store. Upon arrival at the store, I was advised individual parts weren't available and would have to be sent off for evaluation to the tune of $79 plus repairs. I inquired about the warranty as well as the extended warranty and I was informed it was not applicable, although its a hardware/software warranty. I inquired on returning the product and they informed me that due to the product being outside the 60 day procurement window, I was unable to return the product. I then contacted ** Support to obtain some guidance and they informed me of similar circumstances. I communicated all I need was a left shift button, not an evaluation and they informed me they were unable to do anything unless I agreed to a repair evaluation as well as any additional costs for repairs. I informed them at this point, all I want is a box with a label to return the laptop as well as the ** Officejet Pro **** and ** Officejet Pro ******************************************************* my business again. ** insisted I dialogue with a **************** Manager, which I didnt request or desire as I knew it would be a waste of my time. A manager did call me and, once again, commenced to wasting my time without offering a tangible or quantitative solution to my dilemma. I will state the interpretation of the warranty by all parties is futile and fraudulent as its based on interpretation of convenience and not real accountability.

  Business Response

  Date: 01/17/2024

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

  Regards, HP Inc.

• Initial Complaint

  Date:01/17/2024

  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.

  I purchased a laptop from HP on 2/22/2023. It has had ongoing issues with the mouse/touchpad. It randomly works, it moves and clicks on its own. The laptop was serviced by HP in August. It took two months to get it back. The issue was temporarily resolved. Since October, the laptop has been experiencing the same issues. I have contacted HP support several times. On December 5th, my "complaint" was escalated to a team to replace my laptop. I have been told twice they would send me a refurbished machine matching the specifications of mine. They tell me I will receive an email within 24 hours to sign-off on the replacement. I have not received the email. I have called multiple times and they do not answer the phone and they do not call me back. I am at a loss on how to get a replacement. By March, the warranty will expire on the laptop.I have also called the generic HP service number and waited on hold for an hour to get someone on the phone to help get this resolved. It is just not getting resolved and I don't know how else to contact someone in the company to get this resolved.My HP Complaint Number is ********** The case manager phone number is *********************

  Business Response

  Date: 01/17/2024

  HP Case - 5115922427

  Customer contacted - Replacement product sent 

  Cx mentioned she received the unit and confirmed she does not need any further follow ups 
  She will reach us if she needs help - 
  Jan 16 2024

  Regards, HP Inc.

  Customer Answer

  Date: 01/17/2024

   
  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:01/17/2024

  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 January 1 **** I ordered a laptop on the HP.COM website order number H35765743 and my credit card was charged $ ******. The order summary stated 5 to 7 days shipping. As of January 10 *************************************** shipped. **************** cannot provide a shipping date and I requested cancellation and refund to my credit card. **************** was not helpful and told me that I had ordered a custom built laptop. Nothing on the HP.COM website implied that I had ordered a custom built Laptop and I did not request anything on the Laptop be upgraded or changed. I have opened a dispute with my credit card company about this order and requested a refund from HP.COM.

  Business Response

  Date: 01/17/2024

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

  Regards, HP Inc.

• Initial Complaint

  Date:01/17/2024

  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 care pack on my laptop three years ago for $254.99, only because they promised that if I didn't use it within the three-year service period, I could get a full rebate on it. They said it was just an easy form to fill out. I specifically didn't use it for something that I could have near the end of the period so that I could get the rebate. The process seemed to go smoothly at first. I filled out the form and sent it to the email they listed. I got a relatively quick response that it was received,and sometime later another email saying the check had been sent out and would arrive in **** business days. However, the check never arrived. The address that they said they sent it to did not list a city, state, or country, so maybe that was the issue. I double-checked and I did put my full and correct address on my submission form. All I need is for the check to be reissued. Over the past couple of months, I called and emailed to no avail, and at this point,I am completely exasperated. I'm so mad that they essentially just got me to pay an extra $250 for my laptop for no reason. I have been getting the runaround. My emails to the rebate submission email and two direct agent emails that were listed in an email to me from the rebate department have gone unanswered for weeks. The agents on the phone all say that this department is siloed in ****** and doesn't have a phone number, which is ridiculous. They must have a phone somewhere in the department. It's not the ****s. It's 2024.So the agents say they have no power, only this rebate department can fix it,and all the reps can do is email on my behalf. Well, that didn't work either. I am extremely frustrated about all of the time I have wasted trying to resolve this situation, especially because it seems like there is nothing I can do and no way I will ever get the money. They should reimburse me for the rebate and all of the hours I have spent dealing with this. 

  Business Response

  Date: 02/02/2024

  HP has reviewed the customers complaint. We will assign a case manager from the rebate department to contact the customer.

  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.

  However, if I could get some confirmation that an agent is on my case, such as a case number, that would be greatly appreciated.

  Sincerely,
  
  ******************************************