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:11/07/2023

  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.

  Purchased an extended warranty for an HP laptop purchased at ****** that was returned and they haven't credited me back for the warranty I bought directly from them for that laptop. They have ignored my emails. Your HP order H354895592 has been received

  Business Response

  Date: 11/07/2023

  HP shopping rep. will contact the customer within 1-2 business days.

  Regards, HP Inc.

   

  Customer Answer

  Date: 11/08/2023

   
  Complaint: 20833912
  
  I am rejecting this response because:

  I simply need a refund since the laptop was returned.

  I had a previous issue & was told to submit an online request which was ignored forcing me to call and be stuck on the phone 1-2 hours with them and never got a resolution.  It was a monitor issue and was forced to just return 2 monitors and the new one from another brand worked perfectly.

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

  Business Response

  Date: 11/09/2023

  HP shopping rep. contacted the customer.

  HP laptop purchased at ****** that was returned and they haven't credited me back for the warranty I bought directly from them for that laptop. Processed return# R301463923 and emailed refund expectations. Issue resolved.
  
  Resolution: Processed return# R301463923.

  Regards, HP Inc. 

  Customer Answer

  Date: 11/09/2023

   
  Complaint: 20833912
  
  I am rejecting this response because:

  I am confused?  I already sent a response rejecting, but it looks like they did give me a refund, but I don't see that in a formal response from them?  This is the same message I already responded to?
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/19/2024

  7/10/2024 no BBB Complaint found Cx calling in to updated warranty / check cx for any laptop issues / no issues / check available offer sent cx offer /cx asking for more discount/adv.cx hw much we can provide / cx decline / cx will purchase it online/ No further action taken

  
  

• 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.

  I was talked into buy an HP printer because of the trial for their instant ink program. Since purchasing this printer I have had nothing but problems with the service that is supposed to be provided. I have gotten no answers since trying to contact them to find out where the original missing shipment is. They were supposed to send the ********* and nobody has bother to even print a label for that shipments so there is not tracking number. I also found out that one of the customer services agents I spoke has the same problems with this program, so at least it is not a one-sided problem with HP, they treat the employees just as bad as the consumers. Even if I purchased my own ink, I would have to unregister my printer in order to use those cartridges. I will Never purchase another HP product again. They also need to improve how the ****************** are treating customers as well.

  Business Response

  Date: 11/07/2023

  HP Instant ink case manager has been assigned the New case 5114534579. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

  Customer Answer

  Date: 11/07/2023

   
  Complaint: 20831816
  
  I am rejecting this response because: I have already spoken with the manager. This manager did not answer any of my questions. She also did not bother to look for the missing shipment, in fact told me that there is no shipping tracking information on US packages. I asked her why ******** users of instant ink had to have packages shipped from the US warehouse to the ******** warehouse in order for the ink to be shipped to ******** customers and why it does not say this any where on the instant ink website or in any of the packaged information that came with my printer. They have also now blocked me from commenting on their ******** pages as well. A ******** user of ********************** ink will never receive their ink in 5 to ******************************************************************************* their program. 
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 11/08/2023

  HP instant ink team has been assigned the New case 5114534579. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

  Customer Answer

  Date: 11/13/2023

   
  Complaint: 20831816
  
  I am rejecting this response because:
  The manager, ******, Still has not answered any of my questions. I would like actual answers to the question that I have been asking HP Instant Ink. Until that occurs, this matter will not be settle. Until they come up with a solution that this not an ongoing issue for ******** users of the Instant Ink program for ******** users, so they do receive there ink in the 5 to 10 business day period, then I will accept their response to the on-going problem. This does not just affect me, it affects all users of the Instant Ink program in ****** and possible other countries that Instant Ink is available as well.
  Sincerely,
  
  *******************************

  Business Response

  Date: 11/15/2023

  HP Instant ink team is working with the customer on a solution. Case ********** is open. The case manager will contact the customer.

  Regards, HP Inc.

  Customer Answer

  Date: 11/15/2023

   
  Complaint: 20831816
  
  I am rejecting this response because: This is the only answer that they seem to be supplying and it is not acceptable. I do not understand why they cannot answer my questions.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 08/19/2024

  11/7/2024 BBB complaint ********** The customer was upset about delay in delivery. Customer didn't accept any options provided but Welcome Kit was delivered. Didn't accept reasons for delay. Case was closed. No further action taken.

  
  

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 20831816
  
  I am rejecting this response because:
  I have never received anything in the mail from this company. They also skirt the laws and regulations with regard to the amount of times that they can legally contact as well. An examples of this is that they do not leave voice mail when they call, they call from unidentified phone numbers, they refuse to provide proper identification of themselves when you ask them to do so, an employee also impersonated himself as a lawyer, etc. Complaints have been filed against them in ******* and *******, and this company ahs been fined by both provinces in the past for similar violations. No collection agency is above the legislation in ****** for collection agencies. 
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:11/07/2023

  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.

  Purchas** online in December 2022 a computer- ** 250 GB Notebook PC. Computer was deliver** on 12-6-2022. Computer did not match description. I research** online for solutions and soon found out the specifications show** that the computer was manufactur** in 2012 with a warranty date for Feb. 7, 2013 to Feb. 6, 2014. This computer was originally ** ENVY Ultra-book 6-1106 ** with a serial number of **********. The information install** on the computer did not match the poor functionality of the computer receiv**. The computer deliver** to me was clearly an "old" computer from ten years or more earlier. The computer I receiv** was not the new computer I order** but was an "old computer" from ten or more years earlier. The computer I receiv** from the ** website did not work. The keys were stiff and the mouse cursor barely mov**. When i did move it was unstable and unable to search. It did not take long for me to realize that the computer was "junk," especially after online research. I made many attempts to return the computer during the month of December 2022. However, the customer service refus** the return of the computer stating that I had wait** too long to return it. Throughout this year I continu** to try returning the computer but fail** to connect with customer service. The information with the ** ENVY ULTRABOOK serial numbers has been remov** from search. However, I print** the page before it was remov** from search. To further show that the computer was not what I order** is to read the assort** misleading info on the shipping box. The mailing address comes from a computer repair service: ****** Micro, *************************************************************. I am seeking a refund for this deception and a return of the computer.

  Business Response

  Date: 11/18/2023

  We never sold HP Envy Laptop.  This product is sold directly by HP.  The user should go to HP web-site and post this complaint.  This is a misunderstanding.   

  Try by calling HP Customer Service.  thanks

  Business Response

  Date: 11/22/2023

  HP case manager has been assigned the new case 5115307604. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

  Customer Answer

  Date: 11/22/2023

   
  Complaint: 20829671
  
  I am rejecting this response because:  I have exhausted my options with this company.  I never claimed that the product was ** Envy. I said that the product bears the same serial number as the ** Envy in 2012. The computer is old and does not function.  The product packaging bears labels from various products. This product was sold as new in 2022 and it is an old malfunctioning piece of equipment that does not work. Quite frankly, you sold me a piece of junk.
  
  Sincerely,
  
  ******************************

  Business Response

  Date: 11/30/2023

  HP case manager contacted the customer- Case **********. 

  Issue: Customer purchased HP 250 GB Notebook PC, computer malfunctioned, CU tried to return it without success, serial matched HP Envy from 2012. Computer is not usable. CU desire is to return it for a refund of $594.29
  Offers: Asked for proof of purchase
  Notes: 
  - Called Customer
  - Customer didn't answer
  - Left Customer voicemail, need the proof of purchase.

  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.

  On April 29, 2023, I purchased a ordered online an ** computer from Amazon. This computer was for my child to use at school. It came with the following specs: Shipped on May 1, 2023 Items OrderedPrice 1 of: ** **** FHD IPS Flagship Laptop Computer, 11th Gen ***** 4-Core i5-1135G7(Up $699.00 to 4.2GHz, Beat i7-1060G7), 32GB RAM, ITB PCIe SSD, Iris xe Graphics, Bluetooth, HDMI, WiFi, Win11,w/GM Accessories. The computer worked well for a while. On September 21, 2023, my child used the computer in the morning. After lunch, she tried to use it and it would not open. It went to a blue screen and said the computer needed to be restarted. Restarting it went to the same screen. I talked to the ** service assistant and we tried several processes to see if we could get it to work. Nothing we did made a difference, so I was told to send it back to the company for repair. I took it to the ***** drop location on October 4. Got a response (attached) from ** service that it had "Costumer induced damage" not covered by warranty and that I would have to pay for repairs. Refused to pay for it. Asked exactly what damage was supposed to have been done. This was later explained as the computer having different hardware that from the factory (attached). I sent a copy of the invoice where I purchased the computer with the above specs. Was told to re-send the computer for repairs (attached chat). Sent back on October 25. On November 1, got the same message (attached) as originally sent. I have tried to work with the service tech to get this repair done for almost two months now to no avail (several cases-attached). I sent a letter to ** headquarters concerning this matter with no response. Very frustrated with this, Can you help????

  Business Response

  Date: 11/07/2023

  HP has assigned a case manager to contact the customer within 1-2 business days. Case 5114528709.

  Regards, HP Inc.

  Customer Answer

  Date: 11/11/2023

   
  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.

  Eve, an HP representative, has suspended our printing services as a result of our discontinued subscription to HP services. Consequently, we are unable to utilize our fully functional physical printer, equipped with quality ink, for any printing tasks. It's worth noting that we made a financial investment in this printer.At present, I am engaged in a phone conversation with ***, and she is declining to reinstate our services or facilitate an escalation to higher management. I have been on the phone with her for approximately 30 minutes, experiencing a notable lack of effective communication.

  Business Response

  Date: 11/07/2023

  HP Instant ink case manager has been assigned the case 5114527817. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.
  

  Customer Answer

  Date: 11/13/2023

   
  Complaint: 20825199
  
  I am rejecting this response because:There is nothing to review or respond to?
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/15/2023

  HP case manager contacted the customer and stated issue was resolved. Case 5114527817.

  Regards, HP Inc.

• Initial Complaint

  Date:11/07/2023

  Type:Sales and Advertising 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 your ink from Amazon, Order# ***-7403383-3814613. I don't use my ink everyday so I followed your instructions for storing ink on this page here, ***********************************************. Ink came out of the top of the cartridge, so I lost ink. I'd like a replacement please, via Amazon if possible.

  Business Response

  Date: 11/07/2023

  HP case manager has been assigned the case 5114526330. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

  Customer Answer

  Date: 11/13/2023

  I waited till I actually received a response from HP before coming here to say it was taken care of. My case has been completely taken care of. ********* should be aware that when the escalation agent reaches out to you it'll be a pre-written template with your information, such as your phone number, added in by their software. They'll claim that they tried to reach out to you by phone when in fact they did not.
  

• 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.

  My complaint with HP is based on their instant ink program which I believe is a scam to their customers. I did this as a trial with my new printer and then decided it was not beneficial to me as I don't print that often and could get the ink cartridges cheaper online elsewhere. I called 3 times on the ***** number and spoke to 3 different people including a supervisor. They said if I cancelled that would penalize me $100 for doing so. This was not listed on the site or when I agreed to join this program and it says on the site cancel or change at any time. I researched further online and see a ton of people complaining about the same thing and feeling cheated. I don't understand how they are getting away with this and I wanted to bring this to your attention.

  Business Response

  Date: 11/07/2023

  HP Instant ink case manager has been assigned the case 5114273404. 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:

  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 called HP's tech support on 10-18-23 regarding an error on our printer. The first rep I spoke with said it was a fuser issue and would be $363 to send someone out to fix it including the cost of the part but would take a while to send someone out. ** also gave me a couple other companies info to see if they could do it quicker but it was more expensive and longer wait. I called back and spoke with another rep that gave odd info so I asked to speak with a supervisor, ****. ** quoted the cost of the part and a tech to come out would be $505 which is higher than the previous rep. ** voluntarily said he would send me a refurbished printer at zero cost since I sent a couple reports showing the condition of our printer. ** said it would be at our office 10-20-23 in the afternoon or at the very latest on 10-23-23. By late afternoon on 10-23-23 I still hadn't received anything so I called to see what was going on. I was passed from representative to representative and continually dismissed and was told someone would call me back. I continued to try throughout the week only to continue to be told the same thing that someone would call me back. I cannot get anyone to call me back no matter what I do. Even if I try to just order a new part, they tell me my issue has been escalated and someone will call me back. I can't even cancel the case number and start over since this has gotten so out of hand. HP's customer service is impossible and I have spent thousands with them over the years.

  Business Response

  Date: 11/07/2023

  HP case manager has been assigned the New case 5114525727. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:11/02/2023

  Type:Delivery 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.

  Date of transaction 9/12/2023. *** ***** . Wrong part was sent. 9/21/23 called to get information, to return wrong part, part unopened (****** visible that it was the wrong part). Called the following numbers and talked to a person on each call made: *****************-888-9909, 800-474-6836, 800-227-8164, ************. They kept re routing me to another number or duplicate number I had already called. No resolution. Part that was needed was MO2027-005. I entered all info battery was for Hp Pavillion G7 serial #**********. All this information was entered in original. I would like a refund. Wrong unopened battery part will be returned pending return info and instructions.. Refund to **** debit card. Docs attached packing slip, and original info in regard to pertinent laptop info

  Business Response

  Date: 11/07/2023

  HP case manager has been assigned the new case 5114524991. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:11/02/2023

  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 bought a HP printer from BestBuy last year. When I bought the printer, they advertised a free ink delivery service. The ink service has charged me random amounts this past year. It started at $0.99, but it changed to $2.11, $3.17, and $7.41. I only got ink once this year. Additionally, they track your monthly printing. Every time I print more than 10 pages, I'm charged. I use this printer at home. During the year, I didn't use the printer because the ink didn't display correctly on the page, but they still charged me. I would be charged more than $0.99 per month if I exceeded 10 pages. During my communication with them, I expressed my dissatisfaction with the service and requested a refund. It was not only told that I had to pay for the subscription again, but also that I could only receive a partial refund, not a full one. I have spoken to four of their agents today without success. I have been charged almost $16.00 for this service this year, and I have not received any satisfaction from it. How are you expecting me to maintain a desire to continue receiving ink from you if you only send me ink once? Furthermore, how will you force me to maintain the subscription for one more month? This service serves no purpose. "Instant Ink" is advertised, but I never receive ink immediately. In addition, they are tracking the number of pages that I print when that is not even valid since the documents I print do not always print correctly, but they still take my money because they are counting the pages and attempts when I attempt to print. This is such a rip-off and they refuse to refund my $15.84.

  Business Response

  Date: 11/02/2023

  HP Instant Ink case manager has been assigned the case 5114287953. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

  Customer Answer

  Date: 11/07/2023

  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.

  HP Ink's case manager, *****, contacted me yesterday evening and listened to my complaint over the phone. She was very understanding and offered a reasonable solution to my problem.

  My appreciation goes out to her for her assistance and for listening to my concerns about the service rather than constantly shutting down my perspective on what I was paying for. A decision was reached and the case was closed. 

  
  In the future, I recommend HP agents learn how to be reasonable and understanding with their customers. ***** reached out to me after I had spoken with several agents and supervisors who did not understand my perspective or provide any good solutions to the problem.

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