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:01/13/2024

  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.

  Subject: Urgent Complaint Regarding Unauthorized Cancelled by HP -(HP Instant Ink Subscription) I am writing to formally lodge a complaint against HP regarding an urgent matter concerning my Instant Ink subscription. I am seeking your intervention to address this issue promptly.On 1/2/24, I received notification that HP had cancelled my 9-month, 700-page for $9.99 Instant ******** trial subscription without my consent. This trial, which commenced on 10/22/2023, and was supposed to run until 6/22/24, was terminated, disrupting the functionality of my owned printer purchased from Target. Additionally, I am unable to utilize the remaining ink that was previously shipped to me which is another breach of contract.Upon contacting HP support, I experienced prolonged delays in a chat room while expressing my dissatisfaction with the unauthorized cancellation. The support representative informed me that I needed to re-enroll due to a price increase implemented on 1/1/24, rendering my originally selected plan obsolete.To my dismay, after providing my printer's serial number as requested, my printer immediately displayed a constant orange blinking light, rendering it unusable for any printing, faxing, or scanning activities. This sudden disruption raises serious concerns about the conduct of HP in handling customer accounts.I urgently request your assistance in compelling HP to reinstate my contracted trial subscription, which I did not voluntarily cancel. It has come to my attention that the plan I initially subscribed to is no longer available on HP's website following the price increase adjustments on 1/1/2024.While I understand that companies may adjust their offerings, I believe HP should honor the terms of the agreement that was in place when I initially enrolled. Your involvement in this matter would be invaluable in ensuring a fair and swift resolution.Thank you for your attention to this urgent matter. I anticipate a positive outcome with your intervention.

  Business Response

  Date: 01/15/2024

  HP Case 5117909769, Jan. 14th. Agent was able to re-enroll the customer to the ********************** ink program.

  Regards, HP Inc. 

• Initial Complaint

  Date:01/09/2024

  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.

  extremely disappointed in the service provided by HP. Spent 4 hours attempting to get my printer to reconnect to my new wifi. All I did was change wifi providers, before this my printer was fine. All I needed to do was reset it to the new wifi. After hours of troubleshooting myself, I called HP at 8am when they opened. Spent over an hour on the phone with no resolution. Tried on my computer and my phone and *******. kept blaming it on Apple. Again, it worked just fine on all my apple devices before I changed wifi. Insane that all of my 36 other devices had no issues connecting to the new wifi but hours of troubleshooting and *******. still couldn't figure out how to connect my printer to the wifi. I will be taking this further and contacting my attorney if no resolution. It is clear from the previous complaints that HP has a long history of negative experiences by customers. Now I have a printer that doesn't work simply because I changed my wifi. Case# ************* serial #**********

  Business Response

  Date: 01/10/2024

  HP case manager has been assigned the New case 5117712733. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:01/05/2024

  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.

  Why its urgent is I work with healthcare state and federal and I need my printer working to use the fax. I will tell you dont tell me an excuse why you wont help now as heres why, Im federal pd fema as ****************** Im a pr worker for hospital and tv often news forms and formats, and now lets hear why I didnt get my replacement printer that is absolutely gonna happen and its due legally due to warranty or Ill *** you to high heaven in court. Because humbly I called since May 2022, begging somebody answer until last day of my included contract warranty which you never even gave me free ink although December 31, 2022 rolls around and you refused to answer and I screaming and banging my phone on my desk until today yet Jan 2, **** like in badge of fema NO NO NO NO YOU WILL ALLOW NOTHING SO FAR IS FRAUD THAT AND IM GONNA TELL THE ***** PUBLISHED AND ON GLOBAL TV. That is, you can lessen the impact of you driving customers away knowing it is not just me because you didnt sleep with me, you do t study or work because me nor do I share creditable secrets and yet you as if blocked my phone number and said theres no way in h*** Im going to be validate with a replacement printer but also larceny you did in that because its broken down as then you lied to paint a picture as if I didnt try to stay hanging on the phone long enough hundreds of times then you acted like I was what is causing the problem or fact of your neglect told promises early in and as offered in website assuring me Im eligible for free replacement anytime, as acting like I didnt pull my work on efforts to help helping myself retain a most as always positive office structure but only when I have your ho printer working. And, excuse me why has the ink refused to upload inside from what I know as enough questions have been asked early on your major quick a** assessments and said theres probably something you could fix what I told you know I told you the screen was messed up I said the.

  Business Response

  Date: 01/08/2024

  HP case manager has been assigned the New case 5117563452. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

  Customer Answer

  Date: 01/19/2024

   
  Complaint: 21086627
  
  I am rejecting this response because: what I was told is that the van that they did contact me I will say they contacted me on the phone but then I got this unwanted contact and the unwanted contact was a nasty contact and she said you got a remember me from two years ago b**** and I said Im not dealing with you again and I dont know what it is but I am not a person that doesnt get people to like me for years and years I come and people stop loving me so I dont know what this whole ******** sprout way of trying to sleep without me was as if she was a fireball though and I dont know where she think shes gonna keep on being CEO or whatever her title is because Im federal emergency management and I am asking whoever hired her fire her because Im professional development and I can talk to Apple. I can talk to anyone else and if I said they need to be fired they get the job done. This lady is so nasty she said you know I dont care if you have cancer scares I dont care if you have a daughter to raise. I dont care if youve been working day in and day out, youre gonna remember me for two days to two years ago rather two years ago I said Im not giving you no more money so after this, this lady answered the original BBB request and she said why cant give you a new printer she said Im gonna give you some money for like half of it and at the time it was actually $100 less so I was like wow this is possible to right now get us a new Printer  but she was going to give me exactly $125 and so what happened as soon as like like a like a bad a overseer this nasty lady went through all her emails of her cohorts and she found out the lady offered me $125. She said Im stealing that from you Im taking a bath you b**** Im not letting you have $125 I told you Im not gonna let you have $105. I said I waved $125 before and from your front of your face if you didnt take it before youre not taking it later and so because of the nasty behavior Im telling you I always buy HP but I want her fired and the lady wont let me even get a come back. I need to let ****** be let someone else do the right thing and help me out because you know what were different place I couldve been in *********** I have family in ************** do you think I could grab the $125 then and thats exactly what it was I just couldnt at the moment  and it wasnt that I thought the way that I thought she knows I didnt fight because I wouldve I just told her I would maybe just think about buying a new printer. I wouldnt probably ail her. Im not at the right place right now Ill call you back but she instead of acts like she wants to fight she wants to pick a fight with somebody and I dont think anyone of the corporate level is her way to go so please fire the lady who tried to steal that money from me. In fact its still that money for me. Im off empty-handed the BBB problem is thats all because of her and I do believe its her fault. No one else has to be held accountable or blame everyone. HP looks so much better but honestly it is hard sometimes to communicate with them. What do they feel me most never most never and its probably my fault you know the last days I didnt contact them enough so that Im not gonna hold them in a bad  venue or reputation here but I do want that one lady who said I couldnt even get $125 wouldnt even originally they gave me a donation of this printer those brand new I even said so I said you know what Ill buy another one and thats exactly why did my attitude I even market of them on ******** I said who else in the whole world will give me a free printer that was industrial size I said this is amazing company for the lady she took back the gratitude and she wont even let me have $125 not even to buy ink with thats disgusting and because I want to reiterate who is in the right here the person who answered me on the phone who was the first person to offer this $125 this year in ****. They are correct because it is only now that I am able to pay attention to them to buy something and Im not finding anyone else other than its reputational thief hopefully on out their doors. If can you can voucher you are welcome to anyway good day now as 
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 01/24/2024

  HP Case 5117563452 is now closed. Our executive escalations case manager and security team reached out to the customer.

  Regards, HP Inc.

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 21086627
  
  I am rejecting this response because:
  They had a one-way conversation with themselves after first having a nice lady write me it was like plucking the nail out of the wood board because as soon as the lady hung up and offered me over $100 compensation to buy a new printer. The next lady said you remember me Im like the devil incarnate and I said Im not giving you any money years and years ago and of course I couldnt remember anything like that and the life changes and I I tell you I dont live free to be alone, but I mean, its a very important part of my life but I couldnt remember anything who this person was, but she she didnt introduce yourself very well, and she basically introduced yourself as a double and she said Im not giving you any more money I gave you 10 days to use the coupon and if you dont wanna use the coupon Im not giving you any more money. I offered it two years ago and While your your printer was still in warranty which is interesting because if my printer was still in warranty shouldve been freely replaced but she didnt want to do anything then now she tells me Im actually revoking the coupon that my coworker gave you. I said Im not giving you no more money and she had a one-way conversation with her self in the next email so thats what I want you to know about this company . 
  Sincerely,
  
  ***** ****

  Business Response

  Date: 08/19/2024

  Ref: **********. The customer, *****, is claiming that her printer was never delivered. However, on January 9, 2024, she was informed that HP has confirmation of the printer's delivery. Additionally, during a conversation with our HP agent on December 10, 2023, she confirmed that she received the replacement printer over the phone. ***** also mentioned ink, but HP notes indicate that ink was never offered to her; only a coupon was provided, making her statement inaccurate. During previous communication on January 2, 2022, HP clarified that the coupon would expire after January 30, 2022, and no additional coupons could be issued. Therefore, her request for a new coupon has been denied as it has already been addressed. At this point, there is nothing more HP can do, as we have confirmed that the customer received her replacement printer and she is not eligible for a new coupon.

  
  

• Initial Complaint

  Date:01/05/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  So, I have paid for a month subscription of HP Instant Ink. I paid the services to be turned on on Oct 27th and then for november I couldnt make a payment so they suspended my services however I just learned that the payment in October went for a month that my service was turned off before that payment. So in Oct when I paid them it was for the month of aug - sept when i didnt have the service and it was terminated. Then I made a recent payment on Dec 9th where I thought I was restoring the service to use for 30 days. However, by the 13th they tried to take money off of my account again and when they couldn't take more money off they terminated my service after only 3 days. I contacted them and was told that because I didn't pay for two months that I did not use the service or even have a way to use it because they suspended it unless I pay for 2 more months then I will not have service. A monthly subscription is suppose to be paying for the month the service is used they can't charge me for 2 months that I did not have services. So my payment on Dec 9th to restore service should be for 30 days but they put the money on Sept-oct when my service was under a free 3 month trial. This company charges for services that you do not use or have a way to use and just continue to charge people after they have already paid the restoral fee.

  Business Response

  Date: 01/05/2024

  HP Instant ink case manager has been assigned the New case 5117480278. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:01/05/2024

  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 suscribed to HP Instant ink program for **** months. During this time I received 3 black abd 3 color cartridges for my printer. Relizing I didn't need the service, I cancelled.Turns out when I went to print something, the printer won't work. Paper full, cartridges with ink in them, whats the problem.I called HP to find out the problem. A rep explained to me that because I was using their ink, even though I had paid for it, they could shut down my computer.I ended up talking to a supervisor, who explained the -policy and said the only thing I could do was join the program again, or go out and but buy new cartridges . Having something I needed printed last night, I told him to re-inroll me in the program. For over an hour he worked on getting me enrolled. To no avail.They were surpose to call me at 10 am to finish up, no show.Printer noy working and in a lurch.I believe it should be illegal to shut my printer down, because I was not in their program, espically since I had paid for the ink.Most of all I want my printer unlocked.

  Business Response

  Date: 01/05/2024

  HP Case manager has been assigned the New case 5117479696. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

  Customer Answer

  Date: 01/22/2024

   
  Complaint: 21076389
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/05/2024

  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 signed up for and paid for the HP Instant Ink service that monitors my ink service and sends new cartridges as needed. This is service allows for cancellation at any time. After paying for and receiving the cartridges I determined I did not need the service and followed the direction and cancelled it. Today I went to use my printer and found the following message "The indicated cartridges cannot be used unit printer is enrolled in HP Instant Ink". I paid for the ink in the printer and for another cartridge. The automated online help didn't even start to understand the problem, there is no phone numbers listed anywhere to reach out for help. At this point I am requesting my money back for my remaining ink cartridges, the cost of a replacement printer and the cost of any printing that I need to pay for at a local business center while the problem is being resolved. My Contact information, *****************************, ********************************************************************************** and my cell phone number is ************. Your help is appreciated.

  Business Response

  Date: 01/05/2024

  HP case 5117344734 - customer was contacted by support **** 3rd.

  contact customer
  customer was not happy for not able to use ii ink 
  informed and discussed to customer on how it works, plan pages, ink shipments
  cx had re enrolled the printer 
  explain will add the 3 free months 
  cx said will cancel the account when free months ended 
  explain cx to cancel before april 3rd as hp ii ink cancel at the end of the billing cycle 
  You have 3 free months remaining.
  
  Billing for your plan pages will start on Apr 04, 2024.
  Print up to 700 pages per month with no charges during your free trial.
  cx had no further question, closed case 
  
  
  

• Initial Complaint

  Date:01/05/2024

  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.

  Bought a Hewlett Packard Inkjet Printer **** + ********* and after one year, it stopped working because, all of a sudden, I was not subscribed in their INSTANT INK program. I am senior citizen and do not print much and NEVER subscribed. Hewlett Packard customer service said the ink cartridges have a microchip and will not print without an INSTANT INK subscription. **************** suggested throwing away the ink in the printer and the unopened box of ink AND buy ink that is not labeledInstant Ink. They would not give a refund, or take back the unopened box of ink. All they offered was 6 months free subscription. I do very little printing and have more than 6 months of ink PLUS I dont want a subscription. HP sold me a printer and twice sold me ink, that I cannot use and their solution is to throw away their HP ink, go buy another kind of HP ink, and dont expect compensation. This is a scam.

  Business Response

  Date: 01/05/2024

  HP Instant ink case manager has been assigned the New case 5117475885. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:01/05/2024

  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.

  Purchased HP Printer Envy ****e & signed up for Instant Ink. Decided that I did not want the plan. No problem cancelling the Instant Ink; however, the printer will no print. Have contacted HP support 5 times without help. Finally, talked with a human being who took over the computer but was unable to resolve issue. He said it was the ink cartridges (not HP) and sold me HP cartridges. I NEED MY PRINTER! This is totally UNACCEPTABLE by anyone's opinion.

  Business Response

  Date: 01/05/2024

  HP case manager has been assigned the New case 5117475677. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:01/05/2024

  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 have reached out to HP to help with connecting my Printer to my internet. Today 12-29-2023 I have called 3 times, disconnected twice and was told that I could not speak to a US representative. No one bothered to return my call, after they confirmed a call back number. I just want help getting my printer connected to the internet. If this is not an option. I would like HP to replace my printer that will connect to the internet every time we loose our lights. I am tired of the Rude behavior of the representatives.

  Business Response

  Date: 01/05/2024

  HP Case 5117200571, case manager contacted the customer on Jan. 1st and set-up a replacement order  BVLH1434-01.

  Regards, HP Inc.

• Initial Complaint

  Date:01/04/2024

  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.

  During the summer, I sent my laptop off for a minor brightness check/repair, my laptop was still functional when sent off. I had many technicians calling me (on a recorded line) telling me nothing was wrong with my laptop but they wanted to take a deeper analysis just to ensure. My laptop was bounced around to two different facilities without my knowledge and consent. No one reach out to me for a while and I decided to call which resulted in someone telling me that the analysis was almost complete. After a few weeks - a month gone passed, I call and was told my laptop was in BER. I asked what happened I thought there was only an analysis needed to be completed and thats when I was told my laptop was repaired by the two unknown facilities. I asked why wasnt I contacted and the representative tried to lie and said I was email and stated a email address completely different from mine. My case have been bounced around from many caseworkers who acknowledge that HP was at fault but continue to try to give me a hard time with replacing my pc or even trying to use my Care Package warranty (which covers consumer induced damage) for it. They even stated theres no footage of my repair process. I will be taking this to court and attached appropriate evidence below. Voice recordings will be used in court.

  Business Response

  Date: 01/04/2024

  HP case manager has been assigned the New case 5117413327. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

  Customer Answer

  Date: 01/28/2024

   
  Complaint: 21067183
  
  I am rejecting this response because:

  They had a rude customer Representative contacting and still passively aggressively trying to force me to accept a low grade replacement. When it was finally sent to another supervisor they did the same thing so I gave them the option of finding another replacement option or being sued.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 01/30/2024

  HP Case status is open- 5117413327

  ffers:
  - Replacement
  
  Notes:
  - Case manager offered replacement but wasn't able to offer specific replacement
  - Customer isn't interested in speaking to Case Manager further
  - CX has stated She's going to take legal action

  Regards, HP Inc.

  Customer Answer

  Date: 01/31/2024

   
  Complaint: 21067183
  
  I am rejecting this response because:

  *HP only offered, in a passive aggressive manner, one replacement option that cost way less and less effective than my original unit

  *I never stated I didnt want to work it out with the Case manager, Case manager was disrespectful and was not flexible in replacement options 

  *If HP isnt willing to settle the issue with me and offer me a suitable replacement then yes I am going to continue to file my legal complaint.
  
  Sincerely,
  
  *******************************