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

• 

  Hewlett Packard

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

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:01/16/2024

  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.

  About 19 months ago I enrolled in an HP Program called Instant Ink. I initially used the ink cartridge that they sent me, however, when that ran out I was unable to order ink through Instant Ink. My computer had been disconnected briefly due to an office move. I reconnected the printer but still was unable to order ink. Therefore, I bought HP Printer ink from a retail store, which made my printer unmonitorable. This was unknown to me. I think it is unethical to charge someone for a service that is not accessible to them because their computer is not in sync with said service. I would like to cancel my subscription with this company. I would also like a refund of the money I spent thinking that I would receive ink from them when needed. If they cannot refund me then they can replace the cost with the equivalent value in HP Printer Ink. Sincerely, *************************

  Business Response

  Date: 01/17/2024

  HP case manager will be assigned the New case 5118100247. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:01/16/2024

  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.

  I recently stopped working for hp because i will be moving states and they didnt have a position i wanted. upon leaving i made sure to work all possible hours i could so my last check was decent. I worked a total of 88hrs with two of those days being holiday pay and time and a half (pay period- December 17th to December 30th). On payday (January 4th) they sent me half my check where i immediately reached out to my supervisor and i was told multiple people have had this issue and it would be about 3 days maximum for it to be delivered (by January 7th). that has not been the case. I keep reaching out every other day to my previous supervisor giving them time between my requests yet I keep being told all they can do is submit a ticket and wait and not do anything else to help me. *** explained my moving situation and let them know i cant keep waiting past a week later because they wont compensate me for any late fees because they couldn't pay me in time. Last i was told (Today 1/12/24) is i just need to have a ticket submitted for help. They offered me a way to do it myself today the 12th but per what that process says its about 5days for me to get an account where i can then submit a ticket and per my personal experience with submitting payroll tickets for similar issues they take 5-7 days which is no longer acceptable to me due to my circumstances and life. Im not really sure how else to get paid by a company that i no longer work for so any help or guidance from the BBB will be greatly appreciated

  Business Response

  Date: 01/17/2024

  The case is an HR employee related issue. HP *************** will look into the case and contact the employee.

  Regards, HP Inc.

  Customer Answer

  Date: 01/17/2024

  Complaint: 21138333

  
  

  I am rejecting this response because: So I wasn't sure if I would be able to add something if I accepted the response so I rejected it to make sure I could. I actually asked my old supervisor if me contacting them (HR) could help so I can actually get paid and was told no because this is a payroll problem not an HR problem so at this point idk what to think. All I want is to get paid for what I already worked from a company I no longer work for. If HR can help then that's fine but I was told by my previous supervisor that they cannot help. 

  
  

  Sincerely,

  
  

  Mcabe Miglia

  Business Response

  Date: 01/24/2024

  Hello, Any former employees with payroll related issues have to contact payroll directly - HP Payroll assistance **************

  Regards, HP Inc.

• Initial Complaint

  Date:01/16/2024

  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.

  I purchased an HP printer several years ago (2021) and it worked fine (not well) for about a year. After this, I have had several connectivity issues that have gone unresolved and now the printer is completely unusable. Because this happened after my warranty expired (go figure), I cannot access technical support unless I pay $20 to speak to someone on the phone. I cannot access ANY support through the "community tab" on their website because it will not accept my products serial number. However, the virtual AI chat bot was able to take my serial number and find my product, date of purchase, and expired warranty. This is upsetting as a consumer, as an AI bot that cannot provide me any help can find my products information and tell me to pay $20 for support or use the community support tab, but the support tab I was given cannot provide me with any help. It feels as though I am being forced into buying the technical support package because of this website flaw.

  Business Response

  Date: 01/16/2024

  HP case manager has been assigned the New case 5118052457. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:01/15/2024

  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.

  We sent a computer to be repaired to hp in Sept 2023 because it froze while uploading a hp automatic update and was told the bio chip needed to be replaced and it had to done by them since the computer was still under warranty in which they sent the box along with the label so it can be sent in to be worked on. In nov ********************************************************************************************* Jan ******************************************************************************************************************** ********** and than which to ******. Now they have switched agents and have reneged on the offer of replacement and said that it was our fault the computer was damaged however it has been in there possession since Sept 2023 only needing a bio chip replaced. Now they have my computer and the money and have been giving me the run around for months. The computer was worth 500 dollars and I needed it college and now school is to start again I have to buy another computer because they still have my computer.

  Business Response

  Date: 01/16/2024

  HP Case manager has been assigned the New case 5118028488. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:01/15/2024

  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 purchase a printer from Hewlett-Packard and I bought it during the best time of the season. Black Friday. Now it says it's a hp desk jet ****e but when I open it the sticker says hp desk jet ****e. Now when I run it on my hp laptop it reads deskjet ****e. Also there is a sticker on top about "never run out and save up to 50% on ink." At bottom of sticker it says "energy" with star. How can a product be built with a star when planning on making more money". Also I downloaded app. Tried to sign up for service, yet I can't figure why I am unable too. Made claim with hp with technical support. Can you please help me figure away to support energy saving. As well as proper internet etiquette.

  Business Response

  Date: 01/16/2024

  HP Case manager has been assigned the New case 5118028176. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:01/15/2024

  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 HP printer console is locked and I cant use it; this happened when Hp had problems with my instant ink billing. When I speak with a representative the concern is to purchase another printer. My account is current. I want my printer unlocked.

  Business Response

  Date: 01/16/2024

  HP Case manager has been assigned the New case 5118027902. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:01/14/2024

  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.

  Hello,I have instant ink subscription and printer bought by HP only and my printer is not working from November end itself but they are charging every month even i called to cancel by subscription then they forwarded to printer engineer and no update.Please help here.hp instantink profile email and username is **********************

  Business Response

  Date: 01/15/2024

  HP Instant Ink case manager has been assigned the new case 5117962860. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:01/13/2024

  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 HP printer suddenly stopped printing color; it prints only black and white. I need to make color prints, so I needed help in finding out what to do to make it work. I went online and saw that the instructions that I saw did not match the things that I saw in the instructions. I later queried hp.com to get help. However, I went through many steps that were not helping for the same reason as the online instructions were not helping. When the instructions being given to me related almost exclusively to controls that did not exinst on my laptop, I gave up, but I still need help to restore it. I'm not pretending to be technically trained for such problems and I turn for help when I need it. I need it now, but instructions that relate to things that I can see on the screen. I cannot select something that I cannot see.

  Business Response

  Date: 01/15/2024

  HP Case manager has been assigned the New case 5117963196. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

  Customer Answer

  Date: 01/15/2024

   
  Complaint: 21142614
  
  I am rejecting this response because the response gives me none of the information that I searched to find on the website hp.com. I must add that I made efforts to find instructions on the website, but I stayed on for quite some time and tried to follow the instructions, but many times the instructions told me to click on options that did not appear anywhere and./or directed me to choose nonexistent options. I don't think my request was all that extreme or impossible to solve, but I saw that I was given an abundance of responses, none of which related to what I could see on the various menus on which I was suppsoed to make the corrective actions.
  
  Respectfully submitted,,
  
  ***********************

  Business Response

  Date: 01/24/2024

  HP Case 5117963196 is open status

  The issue seems to be with the Spectrum modem, and we were unable to add the printer to the Wi-Fi.
  we recommended the customer buy a printer cable with the possibility of               reimbursing them.
  The case manager will be following up with the customer once they get the *** cable, and Ill update you afterwards.

  
  Thank you,

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 21142614
  
  I am rejecting this response because:while someone at HP did solve my problem, telling me to go out and buy extra equipment is not acceptable at all!!! The technician who called was able to resolve the problem successfully, but I do NOT ACCEPT A COMMAND TO GO OUT AND SPEND MORE MONEY WHEN IT'S NOT MY FAULT THAT YOUR EQUIPMENT MALFUNCTIONED!!!
  
  With extreme anger and zero desire to forgive,
  
  ***********************

  Business Response

  Date: 08/19/2024

  Ref: 5117963196.Customer ******* was unable to print in color. An HP agent contacted him and provided technical support, coordinating with technicians to resolve the issue. The customer was satisfied with the resolution.

  
  

• Initial Complaint

  Date:01/13/2024

  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.

  They refunded a warranty after they realize they would have fo fix it of 177.

  Business Response

  Date: 01/15/2024

  HP Case manager has been assigned the New case 5117962343. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:01/13/2024

  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.

  Purchased new ** Pavilion 15 through ****** that became defective w/in months. "Counterfeit Battery" error mssg, overheats, can't keep charge, shuts down unexpectedly. Sent to ** for repair/issues weren't fixed. On 11/22/23, ** swapped w/ new ** Envy X360. Arrived w/ a defective mouse. Returned to ** for repair on 12/24 w/ request for expedited return, since I explained I'm a remote consultant. ** fixed/shipped the laptop until 1/3/24. ***** track# ************ shows pckg stuck in TN since 1/5. Called ** 14 times, get nowhere for past 8 days. Issued escal case #s: ********** (*******); ********** (******/****); ********** (******/*****). **** called me on 1/11/24 to inform that ***** had located the lost package & gave me an address to pick-up. Drove there & informed by ************** provided misinformation. Called ** -never heard back from sups. I requested a new replacement PC be overnighted to me, ** promised, but received nothing. Called on 1/12/24 spoke to escalation manager ***** who said he would ship overnight / Saturday delivery & would call me back w/ the tracking #. Never received the promised return call & today Saturday 1/13, no laptop received. I called again & spoke to ******, who blind transferred me to Akash, who transferred me to supervisor ********, who informed that ***** is out until Monday & can't assist me. I called into ** over 14 times, spoke to over 5 escalation managers, am still without a PC after informing them of the urgency of not being able to work for 2 weeks and risking losing my contracts if I am unable to work on 1/16/24. The quality of ** laptops is poor, their outsourced CS is beyond horrific & damages the brand. At this point, I am requesting the original purchase amount of $1099 since they have been bouncing me around and increasing my stress level and blood pressure. It was no surprise that when I came to fie this complaint that their rating was a well-deserved "F", The ** brand has lost all respect in the technology world.

  Business Response

  Date: 01/15/2024

  HP Case 5117745157 is open. The case manager is working with the customer on a resolution. The customer's complaint was sent to the case manager. 

  Regards, HP Inc.

  Customer Answer

  Date: 01/15/2024

   
  Complaint: 21141798
  
  I am rejecting this response because: After multiple requests to HP escalation managers to be expedited a laptop to enable me to resume my consulting services, and promised that a replacement laptop would be overnighted to me on 1/11/24 and calling back due to not receiving anything and being made the same promise on 1/12/24 for a Saturday delivery and again receiving nothing from HP, and calling back on Saturday 1/13/24 and being told by supervisor ******** that the escalation department was closed and that only escalation manager, *****, could assist and no one would be available until next week, I purchased a brand-new laptop. I was tired of the failed promises, lack of empathy that my livelihood depended on needing a laptop ASAP, and the lack of accountability and responsibility, I will never again purchase HP products or have any future dealings with. The ONLY acceptable resolution is a full REFUND of $1099.99. It is unconscionable that anyone should be mistreated in this manner.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/24/2024

  HP case manager is working on a resolution. The case 5117745157 is in open status.

  Regards, HP Inc.

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 21141798
  
  I am rejecting this response because:

  HP is engaging in deliberate delay tactics and is providing a nonsensical response to keep the case favorable under BBB - to pretend to be cooperative in meeting timelines for their response. The update provided today mirrors the message from January 15th, relaying that "this case is an open investigation". The ask and only solution is a FULL REFUND of $1099.99 PROMPTLY. HP's responses and dodges is exactly what they put their customers through with their subpar and unacceptable customer service. Shamefully, it trickles from the top down. To avoid having to interact with HP for product support, I will NEVER again purchase their equipment. If HP continues their stalling tactics, I will move from BBB to an attorney, with a full-pledge lawsuit, where I will also be requesting reimbursement for my attorney's fees.  
  
  Sincerely,
  
  *****************************