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:11/09/2023

  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 took a chance on an HP laptop with accidental protection, enticed by its reasonable price. However, the laptop's durability quickly became suspect, as it started falling apart shortly after purchase. Despite my best efforts to make it work, it eventually became unusable. This prompted me to initiate a claim.After sending the device in, I patiently waited for a resolution. Now, over two months later, I find myself with nothing but broken promises from customer service. I've meticulously saved transcripts of my numerous attempts to contact them, yet unfortunately, my efforts have yielded no results. I'm sharing this review to caution others against purchasing HP products, especially considering they are manufactured in *****, and the company's support may be lacking.The most frustrating part of this experience is being told that the necessary parts for the repair are unavailable, and I may have to wait indefinitely for my device to be fixed. I'm more than willing to provide email transcripts as evidence of my interactions. This entire ordeal has left me deeply disappointed, but it has also imparted a valuable ****** that I hope others can learn from. Please exercise caution if you're considering becoming a potential HP customer.

  Business Response

  Date: 11/09/2023

  HP Case manager has been assigned the New case 5114612421. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

  Customer Answer

  Date: 11/20/2023

   
  Complaint: 20846043
  
  The alternatives presented, specifically the subpar alternative laptop and the option of a partial refund via a gift card, are unacceptable to me. Both options would result in a significant financial loss on my part, and I cannot agree to terms that put me at a major disadvantage.
  I want to reiterate that my primary objective is to have my original product returned to me in a fully repaired condition. Alternatively, I would be open to considering an equivalent product as a replacement. It is crucial to me that I do not incur any losses throughout this process.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 11/22/2023

  HP case manager is working with the customer on a resolution. The customer's rebuttal has been sent to the case management team. Case 5114612421.

  Regards, HP Inc.

• Initial Complaint

  Date:11/09/2023

  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 requested a repair on October 2 with customer service order number: ***********. I claimed my accidental warranty to cover the repair cost. HP received my laptop on October 9. I checked the status online and it stated the case was closed on October 12. I called the customer service on October 15, 27, and November 3 to check on the status. They couldn't provide any information and asked to wait another 48 hours for responses. I didn't receive any response or update from them. My daughter is in need of the laptop for college. It's been more than a month with no updates. I didn't know if they cannot fix it, or if they lost it. I ordered the laptop on December 1, 2020 (order number: H338896050) with HP 3 year Pickup and Return with Accidental Damage Protection for Consume Notebooks U9YQ9E for $782.35.

  Business Response

  Date: 11/09/2023

  HP case 5114670016 has been assigned to a case manager. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

  Customer Answer

  Date: 11/17/2023

   
  Complaint: 20845774
  
  I am rejecting this response because: No one from HP contacts me either by phone or email even now. Every time I contacts HP, they always said someone will contacts me within 1~2 days but never did. 

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

  Business Response

  Date: 11/22/2023

  HP case manager has been assigned the case 5114670016. There was an issue with the case details. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

  Customer Answer

  Date: 11/22/2023

   
  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.
  
  Sincerely,
  
  *** *************

• Initial Complaint

  Date:11/09/2023

  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.

  I was provided excellent service by Hewlett Packard (HP) for years for an HP **** Envy laptop printer and scanner. At some point in the last year, HP became associated with or relied upon ********* and its Windows 11. Since then on four occasions including the present, both the printer and scanner have become dysfunctional but periodically are restored momentarily. The first three times this summer, HP support was unable to provide any valuable information. I used my contract with GEEK SQUAD to make repairs, but they invariably failed after a brief period. On this latest occasion, GEEK SQUAD couldn't help me online so I scheduled an appointment for Friday, Oct. 4. Miraculously the printer scanner functioned again and I canceled, Then this weekend, the problem returned. Then the printer came on briefly after long pauses, but the scanner has never reappeared. I am a litigating attorney and the process has taken a financial toll on one of my law suits.

  Business Response

  Date: 11/09/2023

  HP case manager has been assigned the new case 5114669574. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:11/08/2023

  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.

  The Hewlett Packard Enterprise (HPE) laptop computer that I purchased on May 21, 2022, and which is still under warranty, is an unusable brick; even after a monthlong repair in HPs depot, it is now dead. It had a host of issues necessitating a major repair at your depot, during which the motherboard, fan, heatsink, and mousepad were replaced. Despite these efforts, the problems persist, and I have now been advised by ********** in Escalations to replace the motherboard once again.The company that HP arranged to come onsite to perform the repair was a no-show; **** (no last name given), **** supervisor, denied in a phone call to me that the machine was ever even repaired, and treated me very dismissively on the phone.The screen is now totally non-functional, and the fan overheats and shuts the laptop off. This machine is no longer functional, and I have reached a point where I no longer have the time or patience to deal with a PC that has never functioned properly since the day of purchase. The repeated repairs and replacement of critical components leave me with concerns about the long-term reliability of the PC.I am requesting that HPE replace my current PC with a new comparable one. I believe this would be a fair and reasonable resolution as, again, I have no functioning laptop although it is barely over a year old. In lieu of replacement, I would accept a full return of the purchase price.I understand that your team values customer satisfaction, and I hope that you will take my request seriously. I am willing to cooperate fully in facilitating the return of my current PC and the acquisition of a new one.

  Business Response

  Date: 11/15/2023

  Hello, There is no information of the customer is our database. Please have the customer provide case numbers, model, serial number, Order number. We can assist once we have more information on the product. Also, HPE is not the same company as HP Inc. 

  Regards, HP Inc. 

• Initial Complaint

  Date:11/08/2023

  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 an HP DeskJet ****e from ******* on March 28, 2023 and signed up for their Instant Ink program. The printer won't stay connected to the internet. I've tried all the trouble shooting I can and HP tech support helped but it took them a long time to get it working then it quit working the same day. I've printed very little since I've purchased this. On 10-23-2023 I spoke with them about filing a warrenty claim, warrenty expires May 25, ****. I was told they would call me in ***** hours. They haven't called. I called them again about 3 working days later and they said the same thing, someone would call me. Nothing as of today, 11-8-2023. It's too late to return it to ******* (30 days for electronics), if the warrenty would let me return it to HP that would be my first choice, or if they replace it then I would not want the same printer for fear of the same thing happening and I've got a lot of stress dealing with this one already.

  Business Response

  Date: 11/09/2023

  HP case manager has been assigned the case 5113924757. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

  Customer Answer

  Date: 11/15/2023

   
  Complaint: 20844137
  
  I am rejecting this response because: They have not contact me by phone or email, which is the same problem I've been having that caused me to file this complaint with the BBB. If I could file a Warranty claim online I would like to do that since they repeatedly have not called me so I can get that working, like my printer, which won't stay connected to the internet making it so I can't use it. I bought a wireless printer to be able to print from a different room than where the printer is.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 11/15/2023

  HP case manager has been assigned the case 5113924757. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:11/08/2023

  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.

  My HP Desktop M01-F3xxx is malfunctioning.Product ID: *******#ABA Serial Number: ********** Memorize Size: ***** MB RAM My HP Desktop M01-F3xxx is malfunctioning.Product ID: *******#ABA Serial Number: ********** Memorize Size: ***** MB RAM My HP Desktop M01-F3xxx is malfunctioning.Product ID: *******#ABA Serial Number: ********** Memorize Size: ***** MB RAM I am continuing to get error code 0xc000000e on startup. I can't upgrade from Windows 10 to Windows 11 due to error code 0xc1900101. I don't know what to do. I reinstalled my OS 8 times, trying to fix these errors. I talked to Windows customer support 8 times. Now that I attempted to speak to HP support, their website keeps shutting down and none of their software is helping me diagnose my PC's problems. It's virtual agent told me I have a warranty, but when I spoke to HP on the phone, this foreign tech guy wanted me to download an unsafe program to allow him to remote control my computer. I couldn't even find the link to this unsafe program on HP's website. I just want to claim my warranty. My PC is showing me multiple error codes. I have been troubleshooting it for 3 days now. I bought it 18 days ago. I just want to access what I paid for.

  Business Response

  Date: 11/09/2023

  HP case manager has been assigned the New case 5114641246. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:11/07/2023

  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 a hewlett packard laptop on June 11, 2023 and it now does not allow me to connect to the internet. I've reached out to HP for about a month; they've done troubleshooting and to no avail I am still not cannot use the laptop. I was told that it was still under warranty. They are asking me to pay for advanced troubleshooting; which I think it is unfair. I'm asking that they replace or repair the laptop at no cost to me since it is still under warranty.

  Business Response

  Date: 11/08/2023

  HP case manager has been assigned the New case 5114574675. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

  Customer Answer

  Date: 11/08/2023

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/07/2023

  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.

  July of 2023, I purchased 414X toner for my ** Color Office Jet from the ** website. I spent over $1,000 on toner. On August 8, 2023 I attempted to install the toner and realized it was the wrong toner. I initiated the return and purchased the correct toner for over $400. I received an email that due to the amount of the refund it was pending and someone would contact me. That week a gentleman did call me regarding the refund and wanted to refund the cost of the toner minus the cost of the correct toner. I explained that I already purchased the correct toner. He stated that he would contact me again with information on how to return the 414X toner cartridges. I never received further communication. In September, I called and asked about the refund and how I ship the cartridges back. ** stated it was past the *************************************************************************************** within 24 hours. Never received communication from **. I have called over 15 separate times before I was finally able to get a ***** shipping label. I returned it early Oct 2023 and tracking numbers showed it was signed for on Oct 18, 2023 by a CTAYLOR. I called a week later about my refund. The first person I spoke to told me they were unable to find my return. I gave them the tracking numbers and again was informed that someone would contact me within 24 hours. Yet again, nobody from ** contacted me. I called again a week later and spoke to *****, who said a refund was issued. I called on Oct 31st regarding the refund status and was told to check with my bank and/or PayPal regarding my refund. Both companies stated it was not issued. I called again Oct 31, 2023 and was told it was issued Oct 26th and it would take 3-5 business days. November 6, 2023, I called to inquire about my refund AGAIN and was told it was still waiting to be processed by ** and I would have to wait another 3-5 business days for my refund. I would like my refund to be in fact refunded to me this week!

  Business Response

  Date: 11/07/2023

  HP case manager will look into the customer's refund issue. Case **********. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:11/07/2023

  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.

  Escalation Case Manager CM **** HP **** Escalations Office Phone Number: ************ loc.056053 Office Hours: 9:30AM 6:30PM ET *** Your complaint number is **********. resolve the issue.CM **** our case number(s): ********** Dear ***** HP Instant Ink Case Manager I am writing to express my deep disappointment and dissatisfaction with the level of customer service I recently received from HP's technical support representatives, specifically ************* and *******************. I would like to bring to your attention the case number **********, which pertains to the subscription ID ************ [11/7/2023], I contacted HP Technical Support at 11:25 AM Eastern Standard Time to seek assistance with a system error on my HP printer. I must emphasize that I am not responsible for the system error, as it occurred through no fault of my own. I explained the issue to Technical Support Representative *** during our conversation.I found the interaction with *** to be quite disrespectful and unhelpful. *** did not seem to take my concerns seriously, and I felt as though my issue was not given the attention it deserved. This left me frustrated and dissatisfied with the quality of support I received. I trust that these recordings will reveal the lack of professionalism and respect that I encountered during my call with **************** a long-standing customer of HP and someone who has trusted your brand for years, I expected a much higher level of service and support. Therefore, I kindly request that HP takes appropriate steps to compensate me for the error that occurred with my HP printer. I believe it is essential for HP to investigate what went wrong in this case and ensure that such disrespectful and unhelpful interactions do not occur in the future.Thank you for your attention to this matter.*********,*************************** *************************** 11/7/2023 [Note: Please make "[11/7/2023]" and "[Case Number ID ********]" with your actual information]

  Business Response

  Date: 11/07/2023

  HP case manager is working on the case 5114517351. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:11/07/2023

  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.

  I purchased a laptop from this company August 2022, less than one month after purchase i had to exchange the laptop because of a defect. This particular laptop is called a 2 n 1 and you are supposed to be able to flip the screen and use it as a tablet. However when I attempted to do so te entire from displaced from the monitor. I exchanged it for another one and now the one I have now is experiencing the same issue. I called HP and was bounced around and put on hold for and then basically told me too bad my device is out of warranty. I even tried out of desperation to purchase a plan that the site stated my device was eligible for however the site continues to shut down at every attempt. It is my belief that HP is aware of the defect, they made no attempt to assist me, assess the damage nor consider my issue.

  Business Response

  Date: 11/07/2023

  HP case manager has been assigned the new case 5114343916. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.