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

• 

  Hewlett Packard

  110 13575 Commerce Pkwy Richmond, BC V6V 2L1

• 

  Hewlett Packard

  150 13571 Commerce Pkwy Richmond, BC V6V 2R2

• 

  Palm, Inc.

  3423 Southpark Pl # A Grove City, OH 43123-4828

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:07/10/2023

  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.

  ** is wrongfully trying to get me to spend near a grand for a non working notebook laptop, nearly the price of the laptop to repair it. I paid over $500 for the computer which has never worked even remotely close to even half its capabilities, please help. I was told refund was not an option, since march 20th 2020. The ** Notebook - 14z was faulty since I received it, its ran incredibly slowly ever since it arrived, now not at all, and says a different manufacturer than **, ******** I was told ******* denied me a refund October 19 2022, warranty started feb 2020. ******* was the other person who said no to refund.

  Business Response

  Date: 07/11/2023

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

  Regards, HP Inc.

• Initial Complaint

  Date:07/10/2023

  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.

  ** recommended their affiliate "** Friend Strong". The latter used false information to sell me their services.In May of 2023 I purchased an ** Pavilion model TP01-3025 computer directly from the company. The machine contained much of what I wanted but I felt that some aspects needed to be upgraded, -namely memory size and storage capability.Upon receipt of the machine I downloaded the upgrade publication direct from the ** website. That publication described in pictorial form both of the aspects that I wanted to upgrade.Memory upgrade:- machine was old with 2 x 4Gb ram. I purchased quantity 2 X 16Gb of proprietary modules of the correct type and installed them.Storage upgrade:- Machine was supplied with 500Gb *** and 1Tb SATA hard drive. I wanted to increase the *** to 1Tb and replace the slow hard drive with faster ***s.Having acquired the new proprietary hardware, I cloned my original *** to each of the new drives. I then proceeded to exchange each of the modules.When the machine was powered-up, the system was able to recognize each of the new drives but was unable to access the operating system, (Windows 11 ), I spent July 4th trying to ***** that access without success. On July 5th I contacted ** and described my problem. I was advised that since I had opened the machine case, my warranty was voided and could not help me. They recommended their affiliate " ** Friend strong and connected me to that branch. I was advised by the female CSR that they could help and the charges would be $35 + $14.99 month. She advised that there was provision on my motherboard for them to take control of my machine without an operating system in place. I was sceptical of this advise but agreed to the payments and was connected with a Tech. The only help that the tech could give was to advise me that no such control was possible and that the original CSR was "misinformed"I want a full refund of payments made to ** friends and for ** to apply warning on the case.

  Business Response

  Date: 07/11/2023

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

  Regards, HP Inc.

• Initial Complaint

  Date:07/05/2023

  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 have purchased an HP printer (**** series) from ******** which cannot be returned to the store because it is an electronic. I Have been reaching out to HP for months and the responses have been the same. They have advised that my printer is not compatible with internet service provider, which was not displayed nor mentioned when purchased it as a backup. I have previously purchased a HP Color LaserJet Pro MFP M283fdw that was damaged during Hurricane **** that I had no issues with regarding compatibility. I make multiple calls and the last call being 07/05/2023 for an entire 2 hours and 15 minutes. There is never a "manager" available, I've been on hold for Engineering, which doesn't answer the phone, and I need to have a fully functional printer. They have offered to exchange it with a new printer that will have the same issue because IT IS NOT COMPATIBLE with my ISP. I have requested to have a credit issued in order to apply towards a new purchase of the LaserJet. I am getting nowhere with this company. I have also asked for the formal complaint process and I have been denied. I have also requested a US rep and a corporate complaint, which has also been denied. At this point, I have lost time that cannot be replaced and more money than either of the printers are worth. I need a resolution. I run a document business and I cannot maintain my business with out having the proper equipment.

  Business Response

  Date: 07/06/2023

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

  Regards, HP Inc.

  Customer Answer

  Date: 07/06/2023

   
  Complaint: 20277604
  
  I am rejecting this response because the issue has not yet been resolved. I have received a phone call and email in regards to HP attempting to help me reach a resolution. I have supplied requested documentation to them, and now awaiting a response, which is fine. As of now, I cannot accept this as a "response."
  
  Sincerely,
  
  ******** *************************

  Business Response

  Date: 07/07/2023

  HP case manager is working with the customer on options, case reference **********. The case manager will contact the customer via email/phone. 

  Regards, HP Inc. 

  Customer Answer

  Date: 07/12/2023

   
  Complaint: 20277604
  
  I am rejecting this response because: I received communication via email from the contact person requesting receipts from my original purchase, which were already attached with the initial response/request on 07/06/2023 @ 10:43am. At this point, I am requesting to have a new HP LaserJet Pro to compensate for the ongoing issues that I have been experiencing. I feel as though the company is dragging this situation and stalling which is still, ultimately causing further hardships and a loss and takeaway of my time, and business. 
  
  Sincerely,
  
  ******** *************************

  Business Response

  Date: 07/18/2023

  HP Case manager is trying to work with the customer on a fair resolution. HP Case **********.

   

  CB ******** at ************ = No answer & unable to leave VM msg
  No action taken as Case manager still waiting for Customer to provide proper receipt. 

  Regards, HP Inc. 

• Initial Complaint

  Date:07/05/2023

  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.

  Some time ago (maybe a year and a half) we purchased from Best Buy an HP printer that per the *** said it comes with ink. You sign up within 6 months for HP Insta Ink, they will send you out new cartridges for the printer to replace the ones currently in it. We signed up to get our free cartridges. Cartridges have been in there for not quite a year. Trimming my budget, I decided to cancel the program. Never was I told that they would disable our printer regardless of the ink levels. Our cartridges are half full, maybe a little bit more. I was informed that the only way I can get out printer working again is to sign back up for their program or replace the current half full cartridges with store bought ones if I plan to use our printer. If the printer is not bad enough. We bought a new desktop computer with windows **************************************************************** order to receive updates to our windows system. Since when do you pay for a new computer or computer related item do you have to pay in order to use or update it. They get you to pay for the life program at $170.00 for the guaranteed lifetime updates for the computer. If you don't then you pay $60 per limited update session. The more updates the more you pay. Thought updates were supposed to be free? Now for that HP Insta Ink a small package according to the *** rep is $10.00 per month for the small 10 page per month service. Anytime you print more than 10 pages they will charge you $1.00 per page over 10. I'm sorry but we did not lease nor do a rent to own on our HP products. They were purchased through Best Buy. We pay for our own ink and paper. We bought a brand new computer that used to come with FREE UNLIMITED updates to the system. If they are going down this route of having everyone pay for a subscription service. Prices need to be drastically reduced by 75%. Never have we bought new computers or printers and have been told we also need to pay for a subscription service to use them.

  Business Response

  Date: 07/06/2023

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

  Regards, HP Inc.

• Initial Complaint

  Date:07/05/2023

  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.

  Insta ink went into my personal bank account took money out of account multiple time I do not and never have had an account with them never gave them permission to go into my account and it been. Almost three weeks and they keep telling they r goin to refund me its escalated for the last threee weeks and they keep pushing me off I have over 8 hrs on the phone with them because of them taking my money Ive been stranded out of state with no fuel my kids prescriptions have not been able to. B picked up from pharmacy in two weeks its insane please can I help me and compensate for allll this inconvenience they created

  Business Response

  Date: 07/06/2023

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

  Regards, HP Inc.

• Initial Complaint

  Date:07/05/2023

  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 a ** ****e all in one printer in 2022, since then I've signed up the instant ink service, in Jan 2023, the printer stopped working, I purchased another printer and cancelled the instant ink service. however when I checked my bank statement this month, I've been charged every month since January for $6.48. when I checked the ** account it clearly stated that the printer is un enrolled from instant ink service. Chat customer service claimed that I didn't cancel the service, my printer still enrolled in the service, refused to offer any refund. I request a refund from January to June.

  Business Response

  Date: 07/06/2023

  HP Instant ink team has assigned a case manager to contact the customer within 1-2 business days. Case **********.

  Regards, HP Inc.

  Customer Answer

  Date: 07/07/2023

   
  Complaint: 20261437
  
  I am rejecting this response because:

  Business refused to offer full refund, only partial refund for the months I already cancelled the service, somehow the business internal system messed up or most likely a patent of business scam and blame customer for their fault. 

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

  Business Response

  Date: 07/11/2023

  HP Case manager is working with the customer on a fair resolution. Case ********** is open.

  Regards, HP Inc.

• Initial Complaint

  Date:07/05/2023

  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.

  I mistakenly bought ink cartridges from this nightmare company. I thought I was just buying regular ink cartridges. Instead, I got enrolled in some kind of virtual ink nonsense and they keep charging me. I keep cancelling and they keep charging me anyway. Now I get some nonsense email that they are wanting some virtual cartridge back only I have no way to send it back or where to send it and they keep charging more and more. In over 6 months, I only printed 2 pages. So at this point each page cost me over $25 each. No one in their right mind would pay that nonsense. I want them to go away. I want them to STOP charging me. If they are wanting something back then they need to send me a box or envelope with instructions. BUT STOP CHARGING ME! At this point you are stealing.

  Business Response

  Date: 07/06/2023

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

  Regards, HP Inc.

• Initial Complaint

  Date:07/02/2023

  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 computer was purchased on 03/29/2023 and on 06/27/2023, My computer would not load , has a blue screen citing that BOOT DEVICE **** FOUND. HARD DISK - ( 3F0). Next I tried to perform a wellness check and then received the following message that " NO HARD DRIVE INSTALLED" .NO STORAGE INSTALLED, AND RECOVERY MANAGER, APPLICATION CLOSE ( INFO NO HDD) This is unacceptable for an HP computer purchase just from last year . Where as this computer is defective !! there's appears to be No hard Drive, No Recovery Mechanism , No BIOS reboot or anything to sufficiently solve my problem of my computer. These should be basic recovery mechanism to restart my computer . When I contacted Technical Support , The option I was given was to pay $16.99 plus a one time Registration fee of $35.00. Then I was told if they are not able to resolve my issue or remedy my computer over the phone. I would then have to bring it in to a LOCAL HP repair shop and pay for the replacements parts and the labor would be no charge. But if that doesn't resolve my issue , I would then have to pay for a brand new laptop over again. This is absolutely unfair and is not What I consider a quality laptop. I purchased a laptop for almost $1000.00 and in the end , Im am being forced to spend more money on a defective laptop. Notebook . Serial # **********, PRODUCT # *******. HP **** Inch Laptop PC-17 CP0000

  Business Response

  Date: 07/11/2023

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

  Regards, HP Inc.

  Customer Answer

  Date: 07/12/2023

   
  Complaint: 20266962
  
  I am rejecting this response because: i stil have not received a call.

  
  Sincerely,
  
  Leixy ***********

  Business Response

  Date: 07/12/2023

  The case ********** was just assigned to the case manager on July, 11th. The customer will be contacted via phone/email within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:06/30/2023

  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 printer from HP **** smart tank all in one - in December and have been unable to use it at all. It will not connect to the internet Which makes the printer useless. It will also not print anything clearly. I've attempted to contact HP multiple times. The first time I was told that I need not keep the printer or return it that they would send me a new one. After waiting 6 weeks I was sent a printer cartridge that was not even for my printer. Upon calling again I was told that while I should have been told to send the old printer back It was fine and a new printer would be sent to me. I was allowed to select a new printer which I did. It was a different model and I was told I would receive it in 3 to 5 days. It is now 3 weeks later and I have yet to receive this printer. I have attempted to Contact this representative repeatedly without success. Well, I am told my cases in escalation It has now been three months since I have attempted to reach a resolution regarding this matter with HP. The following is the information that I have regarding my case through HP. complaint number is ********** You may call me at **********, extension ******. - *************** who is currently working in it. The first case number I was given was ********** which is When I was sent the printer cartridge after waiting 6 weeks.The most recent attempt I made was today where I was once again told. My case is an escalation and someone will get back to me. Within one to two business days. This is A continuous statement I hear from them every time I call yet no one ever returns my call.

  Business Response

  Date: 07/04/2023

  HP case manager is working with the customer on a resolution. Case reference **********.

  Regards, HP Inc. 

  Customer Answer

  Date: 07/05/2023

   
  Complaint: 20258963
  
  I am rejecting this response because:
  ** has been "working with me on this matter" for 3 months now. No one is working on it. It gets passed from person to person with no action taken. No one returns calls or can tell me what is ****** with my case. I have repeatedly been told I would receive a new printed to replace the broken one and have waited long enough for that promise to be fulfilled. 
  Sincerely,
  
  **********************

  Business Response

  Date: 07/07/2023

  The case manager has processed an order for a replacement printer. They will contact the customer once they have the shipping details. Case reference **********.

  Part Description: HP Smart Tank **** All-in-One
  Quantity: 1

  Customer Answer

  Date: 07/14/2023

   
  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:06/30/2023

  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.

  HP printer Model Office Jet Pro ****e All in One Product No. 910/910XL/916XL HP pin ******** S/N TH ******** Issue I stopped Instant Ink order. I received 3 emails stating order is stopped but now HP has blocked my usage HP 910 ink cartridges they sent over month ago!Tried instant chat program but they want me to return back instant ink program to remove ther blockage.

  Business Response

  Date: 07/04/2023

  HP Instant ink team has assigned a case manager to contact the customer within 1-2 business days. Case **********.

  Regards, HP Inc.

  Customer Answer

  Date: 07/05/2023

   
  Complaint: 20258094
  
  I am rejecting this response because: HP customer service still has not sent return cartridges bags to return HP **************** to charge me for my own paper is insane! Plus wasted time via HP I asked for of 2 sets of regular XL 910 cartridges which was never addressed. HP makes great printers but instant ink program is bad news for myself!
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/07/2023

  HP Case manager sent an email to the customer explaining the subscription process. Instant Ink cartridges are supplied to use only with the subscription printing service the ink belongs to the service.  The customer has the case managers contact/email for further inquiries.

  Regards, HP Inc.

  Customer Answer

  Date: 07/10/2023

   
  Complaint: 20258094
  
  I am rejecting this response because: simple they ask to return and yes will continue to charge me for usage of my own paper.

  Simply HP knows my feelings regarding their conduct they rather I go away without them taking any accountability. So HP they have closed this case already  via 2 emails so this matter is done! HP makes good printers and I'll keep using the but as to ************* simlpe NO!
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/18/2023

  HP case **********. The case manager contacted the customer and tried to explain the ********************** ink enrollment process. 

  Based on your account you enrolled on March 28th and the initial welcome kit delivered on April 5th before the trial cartridges ran out. The cyan was not put in until April 24th and the black, yellow and magenta all on May 23rd. We did not start monitoring the ink levels until you installed the welcome kit cartridges. 
  Since enrolling to the program you paid a total of $16.16 and had printed ***** pages. A set of HP# ***xl cartridges cost $102.97+ tax and prints up to 825 pages. 
  Instant Ink cartridges are supplied to use only with the subscription printing service the ink belongs to the service. 

  Regards, HP Inc.

  Customer Answer

  Date: 07/19/2023

   
  Complaint: 20258094
  
  I am rejecting this response because: simple issue is done. I sent back all cartridges they where sent over week ago.  ***************** for HP ink and charging use of ones own paper bad concept. Again close this case I'm done with dealing with questionable conduct.
  
  Sincerely,
  
  *****************************