Complaints

This profile includes complaints for HP Incorporated's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  HP Incorporated

  1501 Page Mill Rd MS 1247 Palo Alto, CA 94301-1112

• 

  HP Incorporated

  PO Box 10501 Palo Alto, CA 94304

• 

  HP

  PO Box 5138 Lutherville Timonium, MD 21094-5138

• 

  Hewlett Packard

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

• 

  Hewlett Packard Company

  4680 Parkway Drive Suite 100 Mason, OH 45040-9363

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:11/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an expensive Hewlett Packard printer with considerably more capacity than I need to be sure that it would serve me properly. The "starter ink" cartridges began depleting when the printer had printed about ***** pages. The price of the replacement ink cartridges was $ ****** - a very unpleasant surprise. The printer specifications state that it can print up to ****** pages per month, which would be ********* pages in the 6 years I had owned the printer when the initial ink cartridges began depleting. Since I had printed only about ***** pages, I had a reasonable expectation that the printer would continue to work properly. This was an important factor in my decision to purchase the ink cartridges and not use the money to purchase a new printer. The cartridges depleted one at a time and the last was the magenta (red ink). Shortly after I had replaed the red ink cartridge, the printer stopped printing red in the first 1 5/8" of the left edge of the page. After considerable difficulty, I managed to reach ****** at customer service, who offered to compensate me by providing ink cartridges for a new printer, model ****, which cost $ *****, provided that I purchase this new printer directly from Hewlett Packard for $ ******. This model printer is offered for sale by their dealersfor $ ******. This printer may in any event not be an ideal choice for me, but it was the one which ****** and I discussed. In other words, Hewlett Packard offered me nothing for the absurdly overpriced ink cartridges I purchased, which cannot be used in any current models, and are of no use to me. I have not received any answer to two letters which I sent to *************************, the *** of Hewlett Packard, one of which was sent by certified mail

  Business Response

  Date: 11/22/2023

  HP case manager has been assigned the New case 5115306361. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

  Customer Answer

  Date: 12/01/2023

   
  Complaint: 20892044
  
  I am rejecting this response because: the case was started just before the Thanksgiving week-end. I am working with *********************************************** at Hewlett Packard to find a solution, but we need more time. Thank you.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/04/2023

  HP case 5115306361 is open, the case manager is working with the customer on a resolution.

  Regards, HP Inc.

  Customer Answer

  Date: 12/10/2023

   
  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. *********************************************** was very helpful.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/21/2023

  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 escalations team ignoring my request to replace warranted laptop already replaced once with new laptop after failing again to fix it when HP tried. Many hours and much effort expended here. Many case numbers opened. Many personnel at HP involved. Can explain symptoms of an untrained technical support staff.

  Business Response

  Date: 11/21/2023

  HP case manager is working with the customer on a resolution. Case ********** is open, and case manager will follow up with the customer.

  Regards, HP Inc. 

  Customer Answer

  Date: 11/22/2023

   
  Complaint: 20889462
  
  I am rejecting this response because they refused a new computer after being unable to fix it.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/22/2023

  HP Case 5112876482 is open and the case manager is working with the customer on a resolution.

  Regards, HP Inc.

  Customer Answer

  Date: 11/30/2023

   
  Complaint: 20889462
  
  I am rejecting this response because:

  HP hasnt yet sent me a replacement computer that fully works, and I havent been compensated for all the many hours spent to get my computer, under warranty, fixed nor have I been compensated for mistreatment.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 12/10/2023

  HP case 5112876482 is open. The customer was contacted by his case manager on Dec. 8th. and will follow up with the customer again.

  Regards, HP Inc.

  Customer Answer

  Date: 01/23/2024

   
  Complaint: 20889462
  
  I am rejecting this response because: *** or *** initially said that at the end I would receive some consideration for my issues occurring in the way they occurred, all my time wasted plus the mis-diagnoses, and then the failure to fix the computer before it was mailed back from ********** to me much later.  Then much later after that it was replaced.  Those who came after GEM said that gift certificates were not possible, so expectations were set incorrectly or else the rules were not followed.  Not sure which applies.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/24/2024

  HP Case **********

  Called customer but unable to reach. Left VM informing customer that we received the defective unit and will close the CPL if there's no response within 24 hours
  Jan 03 2024 

  Regards, HP Inc. 

  Customer Answer

  Date: 01/28/2024

   
  Complaint: 20889462
  
  I am rejecting this response because: *** said I would receive some consideration for my trouble after the logistics of getting the replacement or fix were ironed out.  That didn't happen.  My request for a HPW gift card was denied, and so I don't accept that outcome.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 01/30/2024

  HP Case manager tried contacting the customer via email/phone. Case **********.

  Called customer but unable to reach. Left VM informing customer that we received the defective unit and will close the CPL if there's no response within 24 hours
  Jan 03 **** 05:40:49 

  Regards, HP Inc.

  Customer Answer

  Date: 01/30/2024

   
  Complaint: 20889462
  
  I am rejecting this response because: vendor has not given me the consideration that GEM said I would get after the computer was fixed or replaced.  Waiting for a gift card.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/19/2024

  Ref: **********. ****, the customer, encountered problems with his HP unit. An HP agent sent the unit for repair, but the issues continued. The agent then offered a second repair, which **** declined. Following that, the agent proposed a refurbished replacement unit, as per standard procedure, but **** rejected this option as well. As a special exception, **** was provided with a replacement unit under Order Number: H357316377, delivered on December 5, 2023. However, on February 3, 2024, **** experienced connectivity issues. After troubleshooting, he was informed that this was a software problem and therefore out of scope for HP's support. The agent suggested connecting **** to Smart Friend, a paid software support service, but **** declined and chose to contact ********* instead.

  
  

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 20889462
  
  I am rejecting this response because: Software should be covered by the laptop's warranty. Simple.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/22/2024

  We're sorry Customer disagrees with HP-branded software warranted for 90 days beginning the day of delivery. 
  HP has replaced 2 of Customer's laptops. 
  - HP Laptop ********************** c/o Alorica Remarketing 20211230 
  Replacement NEW HP Laptop -15t-dw300 CND1400SSP H344417119 09/27/2021 case 5071945495
  E-GIFT Card(s) $450.00 H344448933 09/29/2021 case 5071945495
  E-GIFT Card(s) $200.00 H344480780 10/01/2021 case 5071945495
  -HP ENVY 17.3" Laptop PC 17m-ch0000 8CG1409QWH
  Replacement NEW HP Envy x360 2-in-1 Laptop 15-fe0097nr CND3390BF6 12/01/2023 H357316377 case 5112876482
  Having issues offered 2nd repair, declined. Following that, proposed refurbished replacement unit, declined. Offered Smart Friend, a paid software support service, declined.

  Regards, HP Inc. 

  Customer Answer

  Date: 08/23/2024

   
  Complaint: 20889462
  
  I am rejecting this response because: it does not accurately describe what happened.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/29/2024

  HP has replaced 2 laptops. As a gesture of goodwill HP offered 2nd repair, declined. Following that, proposed refurbished replacement unit, declined. Offered Smart Friend, a paid software support service, declined.
  
  Regards, HP Inc. 
  
  

• Initial Complaint

  Date:11/16/2023

  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.

  Laptop was purchased from an Amzon.com subcontractor, MAR 3, 2023. ** finally only extended the warranty to 9/20/2023, after many complaints. This product comes with a one-year warranty. The five phone support techs. have never been able to resolve the Constant BIOS corruption errors on startup. It will start after about an hour of constant rebooting. HP should just send me a replacement. **** " HP Envy laptop. My job is not to spend endless hours on the phone with foreign support techs.

  Business Response

  Date: 11/16/2023

  HP Case manager has been assigned the new case 5115018687. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

  Customer Answer

  Date: 11/17/2023

   
  Complaint: 20878300
  
  I am rejecting this response because:  I have not been contacted, yet.
  
  Sincerely,
  
  ******** ***********

  Business Response

  Date: 08/19/2024

  Ref: **********. Customer ***** made a purchase from an unauthorized reseller on Amazon. After troubleshooting, it was determined that the issue was related to the ***** Although an offsite repair was recommended, the customer insisted on a replacement. Eventually, ***** agreed to take his unit to an authorized service provider. There, it was discovered that multiple third-party parts had been installed in the unit, which were causing the issues. According to HP's policy, all third-party parts were removed, and the case was closed as the unit is now functioning properly.

  
  

• Initial Complaint

  Date:11/15/2023

  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 hp deskjet all in one printer **** in 2021. after a few weeks wouldn't print. contacted hp support on 12-13-2021. replaced the printer with a hp deskjet ****. This spring of 2023 started having issues. wouldn't print. contacted support on 10-26-2023 Told me this printer was no longer in warranty. I was looking up the serial number, to my surprise it was a refurbished and not a new replacement. Told them this was an ethical business practice. Since they did not send a new printer replacement I wanted refund. I have no idea what I paid at that time. ******* lists the **** model on today website *********** as ***** Four calls with customer support with no solution. The warranty should have nothing to do with my buying a NEW PRINTER and not getting a NEW replacement instead a refurbished USED Printer! I requested a reimbursement! case # **********

  Business Response

  Date: 11/15/2023

  HP case manager has been assigned the New case 5114960951. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:11/15/2023

  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 printer in January 2022 it came with 6 months free ********* could cancel it after that time , so I canceled it . It has not worked sense . I tried the chat , called tech support and they worked thru it and still didnt work . I took it back to where I bought it and they said they couldnt do anything because was out of the time frame . They gave me numbers to call for customer support. I called them on ***** and was talking to a man about what was going on , he wanted to send a tech to my house to check it out (for a fee) . I told them no. He told me Dont call back here and hung up on me . So I called the warranty number he said because I dont buy it thru HP and got it at a store I had to call another number . I didnt call them at this point I feel they are giving the run around . All I wanted was a replacement or some kind of credit for a new one . They told me they could give me a wired one ( mine was WiFi ) only . That dont make any sense to me . I was a fan of HP but that sure has changed my mind . So I dont know what to do at this point , would like some advise . ******

  Business Response

  Date: 11/15/2023

  HP case manager has been assigned the New case 5114960467. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:11/15/2023

  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.

  Chromebook stopped booting, and I contacted support on **** to put in a repair order. First was told warranty was expired, but corrected when I provided proof of purchase from hp.com. A repair box was supposed to be delivered by 11-6-23, but never came. Put in 4 more support tickets and were told warranty was expired/proof of purchase needed/box was shipped but needs more time. Supervisor was no help, I only hear that repair center is separate department that they cannot talk to directly and I will need to continue to wait. over two weeks went by and the repair box is still not shipped, and hp is making every excuse not to ship. I have verified the warranty 4 times now but being told delay is to verify the warranty. Company is non-responsive and does not care that laptop is needed for work. Refused to send loaner laptop while waiting for repair.Repair order: BVHY2454-01 Support tickets: ********** ********** ********** ********** ********** **********

  Business Response

  Date: 11/15/2023

  HP case manager is working with the customer on service options. Case **********. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

  Customer Answer

  Date: 11/15/2023

   
  Complaint: 20873494
  
  I am rejecting this response because:
  For the past two weeks I have heard it was escalated and be resolved in ***** hrs. Every time I end up back at ********** with no resolution. The company has made no attempt to contact me nor provide relief while being without a working laptop. This endless circle needs to end. 

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

  Business Response

  Date: 08/19/2024

  Ref: **********. Customer ******* experienced issues with his PC, but HP tools indicated that it was out of warranty. The customer provided proof of warranty dates, which needed to be corrected; however, this correction process takes time. In the meantime, a repair request was created. The customer requested a loaner unit while his PC was being repaired. Although loaners are generally not available due to shortages, an HP agent made an exception and provided the customer with a loaner. The unit was repaired and shipped back to the customer on February 5, 2024. The customer then returned the loaner. HP successfully resolved the issue.

  
  

  Customer Answer

  Date: 08/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and although I do not agree on the time frame it took to resolve nor should the hp system ever be out of warranty to begin with, the end result was a fixed computer so I am satisfied.

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

• Initial Complaint

  Date:11/15/2023

  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.

  I paid for ink cartridges that they sent and because I do not continue to use a paid prescription they stop my product from working that I paid for. They are using a web service to disable to paid product, fraudulent and bad business.

  Business Response

  Date: 11/15/2023

  HP Instant ink case manager has been assigned the case 5114960102. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:11/15/2023

  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.

  On 09/06/2023 I picked up my son from school at 545 pm and we went home my son left our HP laptop in the car at 830 pm I went to get into my car it was burned and completely destroyed. I called the fire department who advise me the battery from my HP laptop had exploded and caught fire in my vehicle. I filled a claim with my car insurance as that's all I knew to do my insurance began investigating the fire. A few days later I googled my laptop and begin to read that it was more common than I expected for the battery to explode. I called HP who opened up a case. Hp requested I send in the laptop so they can see how the fire started. They informed me days later it was inclusive on what caused the battery to explode. Hp sent me out a new laptop worth 3 times my laptop and got me in touch with ********************* their insurance about my car damages. I spoke with HP insurance who started off as if they cared and they would be assisting me. after a month of waiting on my insurance investigation I reached out to HP for an update as they knew the situation with my insurance's investigation. On 10/13/23 Hp called and said they would be covering the damage for my vehicle for the entire estimate I had sent in previously. They sent me over a release form in which I signed and agreed to. A few hours later after asking some questions about the check issue HP insurance called back and said they were withdrawing the release and I needed to continue waiting on my insurance. The release only required my signature so I'm confused on how they could withdraw from the release after I signed and agreed. Since then, they have hired an attorney who has been trying to have me sign other release form for lower amounts that do not cover my out-of-pocket expenses and to release HP from all future responsibilities even if my insurance does not fully cover my vehicle. I have recorded calls and emails where they have already promised and agreed to what I am and have been requesting.

  Business Response

  Date: 11/15/2023

  ** Health & safety team has been working with the customer and our insurance claims adjusters (********************* team). They are working directly with the customer on the claim.

  Regards, HP Inc.

  Customer Answer

  Date: 11/15/2023

   
  Complaint: 20872030
  
  I am rejecting this response because: ********************* is not working with me in this matter. I signed a release form on 10/13/23 in which i agreed and signed for the amount of the damage estimate on my vehicle I was then was told it was withdrawn even though it only required my signature. After not agreeing with ********************* withdrawing the release I spoke to an unprofessional  manger who lied and belittle me. I have all the calls recored. After the unprofessional call and being lied to ********************* hired a attorney who is now trying to get me to sign a new release form for a lower amount. i have been sent 3 different release forms two for $1500 and partially releasing HP and a third for **** fully releasing HP. All 3 release have with different verbiage but neither are the amount of the first release that i have actually signed. The attorney is trying to get me to sign a release to fully release HP but for a lower amount then what has already been promised and what i signed and agreed to on 10/13/23. ********************* is no longer answering my calls or emails and the only person I can speak to is the attorney who i have also recorded saying i take the lower amount and sign the new release or i take nothing. The attorney can not tell me what makes this release form different then the pervious one that i agreed to and signed besides it been a lower amount in which im not in agreement and can provide all the proof
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/19/2024

  Ref: **********. Customer ****** experienced an incident where her HP Laptop PC exploded in her car. After an evaluation, she was approved for a replacement unit under Order Number H355750477, which was delivered on September 22, 2024. On November 15, 2024, the customer contacted us again, upset about the damage to her car. We clarified that this issue was not related to HP, and we informed her that she needed to continue working with the ********************* Group to handle her claim, as we cannot intervene in this matter.

  
  

• Initial Complaint

  Date:11/14/2023

  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 the ** printer from Amazon on July 10, 2023. I was able to set up and print the first time. However, each time I tried to print, I would have to reinstall the printer software to print after that. But now, I'm unable to print at all, I spent almost 2 hours on the phone with ** tech, ****, and he was unable to get the printer to connect wirelessly. After an hour of doing the same steps, the **** tried to state he could only set it up if I had an ethernet cord. At this point, I asked for a supervisor and he stated he wanted to try to troubleshoot my router. When this also failed, he tried to blame the disconnection on me not having 2.4Gz wifi connectivity. As noted, I used the printer previously, but it no longer wants to connect and if their own tech cannot get it to connect wirelessly, then they need to either send me a new printer or refund my money. The return window to Amazon has passed but the item is under warranty.

  Business Response

  Date: 11/15/2023

  HP case manager has been assigned the New case 5114933866. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:11/14/2023

  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.

  Back on 9/2/22 I purchased a HP Laptop from Best Buy. Everything was fine until 9/19/2023, when I had an issue with the voice on the laptop. I was on a Zoom call and I could hear people but they could not hear me. A few days later, this issue cleared up by itself. Within another week or two, I lost all sound on the laptop. I called ********* who worked on the machine for over an hour but unsuccessful in helping me. They advised it was a hardware issue and to call HP directly. I did and for $50 had a tech work on the computer again over an hour. I did advise the tech it was a hardware issue and could he fix that, I was assured yes. The tech couldn't and advised I would have to replace the audio piece in the laptop (hardware issue) for $600.00, use a headset or replace the laptop. The laptop cost me $800.00. I ordered an HP headset, which didn't work because there is not audio hardware on the laptop. The error message I get now is that it is unplugged. How does this happen just after the warranty period expired. I feel HP should offer some restitution towards the laptop. I cannot send it anywhere -- I am a real estate agent and relay on the machine every day for work. Now I cannot use Zoom.I've attached a copy of the letter I sent HP and Consumer Protection, CT Department

  Business Response

  Date: 11/15/2023

  HP case manager has been assigned the New case 5114934023. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.