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

  3000 Hanover St MS1247 Palo Alto, CA 94304-1112

• 

  HP Incorporated

  7 Eagle Square Concord, NH 03301

• 

  HP Incorporated

  263 Tresser Blvd Stamford, CT 06901-3236

• 

  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:09/22/2022

  Type:Product 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.

  Purchased a H.P. Envy Photo **** that has been a problem since day 1 and should have been returned in hindsight. There was no support phone number to call because the number that came with the printer was disconnected just a virtual assistant, that could never help. Tried for months to get the problem of the photo
  portion of the printer not working....just keeps saying no paper when the tray is full. Now that I have finally got a phone number for H.P. support...the printer is no longer under warranty...and useless for printing photos.....which is the reason I purchased it.
  The second problem is H.P.'s instant ink program. They have shut down my printer because I will not join their instant ink program. When I purchased the printer it came with 9 months of free ink, plus a $20 credit for ink....at least that is what was advertised on the box. I purchased the ink in my printer now with the $20 credit.
  Since I told H.P. I did not want to enroll in the program I was told I could no longer use the ink I had purchased and my printer was shut down by H .P....a printer I purchased!!!!
  I need H.P. to step up and fix their products and abide by the free 9 months of ink and $20 credit that was stated on the outside of the box.
  I need my printer to print photos and not be told it is out of warranty now...after over a year of trying to get help to fix the problem and getting no where. There sould be a record of the number of times I have contacted them with absolutely no results. H.P. will not help you untli the warranty has expired and them say "sorry" its too late!!!!!
  Just today have spent over 3 hours on the phone with H .P. being transferred from department to department and being disconnected about 4 times...again....with no problem solving or results from this company.
  I need help!!!! that I will not get from H.P.
  

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/10/05) */
  
  
  
  
  HP apologizes for the issues ******************* encountered with her HP ENVY Photo 7858 All-in-One Printer (s/n **********).************* is working with a HP technical support to see if they can correct the issue with printing with photo paper.
  
  
  Consumer Response /* (3000, 7, 2022/10/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I was in contact with a tech support person who was also unable to get the printer to work. I was offered a coupon to have money off to purchase another printer, but I never received anything or had any further contact with H.P. support
  
  
  Business Response /* (4000, 9, 2022/10/20) */
  HP emailed************* a $250 coupon on 10/18/22 to use on HP.com. The coupon will expire on 01/31/23.
  
  
  Consumer Response /* (2000, 11, 2022/10/28) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  H. P. worked with me to rectify this situation. I am very happy with the resolution of the certificate to purchase a new printer.

• Initial Complaint

  Date:09/22/2022

  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 bought an HP printer on 8/6/22 for my home office. The transaction was $180.20. I called HP to help since printer stopped working. I was found a new printer that is working so I no longer have a need for this one. This morning 9/22/22 4 phone calls, at least 6 transfers I am still unable to get a refund. They are asking for case numbers which I was not given. I want my refund as I am well within my warranty.
  

  Business Response

  Date: 10/19/2022

  Business Response /* (1000, 5, 2022/09/29) */
  HP apologizes for the issues Ms. ************ encountered with her HP ********************************************* Ms.******* accepted a buyback for $180.20. As soon as Ms.******* ships back her defective unit to HP, HP will submit the request to be processed. If Ms.******* has any questions or concerns during the buyback process she may contact her Case Manager.

• Initial Complaint

  Date:09/22/2022

  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 placed an irder with 2 yr extended warranty for a hp ********** printer. The printer has since stopped working and i have also been double charged for the past 6 payments on my hp instant ink. The company refused to refund me for the instant ink i was double charged for for all those months and now the printer jams literally every paper that goes in. I have called to get a resolution as it is under warranty, one of the agents, against my orders, ordered a replacement. I do NOT want a replacement, i want my money reimbursed. I am getting the runaround from dept to dept. Inwould like my money back
  

  Business Response

  Date: 09/28/2022

  Business Response /* (1000, 5, 2022/09/27) */
  HP apologizes for the issues Ms. ************** encountered with her HP printer and Instant Ink account. An HP Case Manager has attempted to contact Ms. ******* to discuss her *** complaint however Ms. ******* sent email the following email to her Case Manager on 09/27/22:
  
  CAUTION: External Email
  ***** stop emailing ***** thanks, ive asked nicely ********
  
  Due to the language used multiple times against one of HP's agents HP will no longer be attempting to contact Ms. *******.

• Initial Complaint

  Date:09/21/2022

  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 purchased a laptop on 08/01/22. Order **********. Laptop was delivered 08/22/22. I contacted HP with multiple issues regarding this laptop - the battery life not being anywhere close to as advertised (nor what they stated it would be in a chat with me) and other performance issues. I went back and forth between customer service and tech support via email and chat. I've been sent incorrect information, many broken links, have been totally ignored at points and have been turned away at every step and tossed back and forth between departments. I am being told that I have to pay a 15% restocking fee when a product THEY advertised improperly is unusable for me as a student. I have loved HP products in the past - I purchased this specific product as it is an updated version of a laptop I purchased from them years ago that I loved. However, it performs nothing like advertised, and I don't think it's fair that I cannot be refunded fully when this is not simply me not liking the product - it is quite literally false advertising. I have had to purchase another laptop as this does not even last me through two consecutive college classes. I've worked in customer service my entire life and I work with computers for a living. I do not want to go full ***** for no reason and it feels weird even having to write this, but this company has seriously gone downhill and change doesn't happen unless people say something. This company has made it as difficult as possible to return this product (I understand there are steps and processes, but when your agents repeatedly send broken links and misinformation it's another story) and it is unethical to withhold 15% of the price I paid from me when you sold me a product that was not as advertised and passes all diagnostic testing. Since it's not defective, it was misrepresented.
  

  Business Response

  Date: 10/10/2022

  Business Response /* (1000, 5, 2022/09/27) */
  HP apologizes for the issues Ms. ************ encountered with her HP**** order. HP requested that the unit be sent back to HP and a full refund request was submitted on 09/21/22.

• Initial Complaint

  Date:09/21/2022

  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.

  Hewlett-Packard's gaming PC division advertises that their***** gaming PC's contain ******************** Memory. They do not contain ******************** Memory. It is a knock off of the brand that they include in their systems that is locked down. You can not use any other gaming Memory at gaming settings in their products including ******************** Memory (the memory advertised). Even their*************** as an option on other brands of memory however the settings are ignored after you choose that. This is an anti-competitive move to get you to buy memory at sale. There are 3 opens memory slots on the ******** and 2 open memory slots on the ******** that are not fully compatible with any memory you can buy. I have upgraded my system to a point where I can no longer return it (GPU upgrade, had to remove bracket that I threw away). ******** Computers are supposed to be open upgradable machines. There is no "this system can not be upgraded" warning on package or online. System accepted upgraded GPU from different manufacturer without issue.
  

  Business Response

  Date: 10/17/2022

  Business Response /* (1000, 5, 2022/09/28) */
  HP Incorporated apologizes for the issues Mr. **************** encountered with his ******* HP ************************************************** An HP Case Manager reached out to Mr. ******** to discuss his complaint; however, they were informed to close the case with HP. If Mr. ******** decides he still requires assistance he may reach out to HP support.

• Initial Complaint

  Date:09/21/2022

  Type:Product 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 HP *********** on November 15, 2021. I purchased a 3 year extended carepack warranty. The device has had problems where it will not turn on since February 2022. I sent it in to their repair center May 27, 2022, and the all internal components were replaced. The laptop worked for a few weeks but end of July it again would not turn on. I sent it in for a repair August 24, 2022, all components were replaced, and the device worked for a few weeks but now it will not turn on again. HP supervisor from technical support promised on the phone that if the 2nd repair was not successful they would replace the device, but HP is now refusing to replace the device as promised. I have now had this issue (not powering on) 4 times since December 2021, and twice the device was sent to HP repair center and "repaired." However, it is again not powering on and HP refuses to honor their promise, and the terms of the extended warranty by replacing the device. All repairs have been unsuccessful so HP must replace the device per the terms of the warranty. I cannot continue shipping my laptop to their repair center every few weeks for them to claim it is repaired, only for the repair to be unsuccessful a few weeks later and again need another repair. I need the device replaced due to the continuing failure to properly repair the device. Also, I have had to spend upwards of 20 hours on the phone with HP customer support to try and even get a repair started, spending hours every single time there is an issue "troubleshooting" only for the device to again not work. I NEED MY DEVICE REPLACED PER THE TERMS OF WARRANTY, I CANNOT CONTINUE TO BE LIED TO AND TOLD THE DEVICE IS 'REPAIRED' when all repairs have been unsuccessful.
  

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/10/05) */
  HP apologizes for the issues Mr. ************* encountered with his HP *************************************************************************. Mr. **** is working with an HP Case Manager on a getting a replacement unit. Once that order is placed his Case Manager will provide him with the information needed to track that order. If Mr. **** has any questions or concerns he may direct them to his Case Manager.
  
  
  Consumer Response /* (3000, 7, 2022/10/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I am waiting to accept the response until the warranty is transferred to my replacement device.
  
  
  Business Response /* (4000, 9, 2022/10/20) */
  HP sent Mr. **** the following email showing the warranty transfer.
  
  Hello ********,
  
  Good Day! I hope you are doing well.
  I would like to inform you that your warranty has been updated/extended.
  Please find the information below.
  
  Unit: HP ********************************************* Base Model
  Serial Number: **********
  Warranty Start Date: December 16, 2021
  Warranty End Date: December 16, 2024
  
  You can also find the details of your warranty by checking this link: ******************************************
  
  Since this issue has been resolved, please be advised that I will now close this ticket out. Also, I would like to let you know that you will receive an email survey regarding the service I provided you.
  This survey will only reflect me as your case manager and not about your previous experience. I would greatly appreciate it if you will fill out the survey for me.
  
  If you have questions, kindly reply to this email.
  Note: To ensure I receive all emails, please do not change the information in the subject line.
  You may call me at *************************** In the event that I am not available, you may also ask for assistance from a different case manager.
  My office hours are 11 AM to 8 PM EST, Monday - Friday.
  
  Thank you,
  *******
  HP Consumer Escalations
  
  
  Consumer Response /* (2000, 11, 2022/10/28) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The device was replaced per the terms of the warranty.

• Initial Complaint

  Date:09/21/2022

  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.

  About 4 years ago **************** purchased a Hp printer in which came with a complimentary 6 months trail to try out the instant ink program. A card number must be provided in order to activate this free trail. Before the complimentary trail was up **************** called ** as instructed and canceled his trial at least he thought. He was informed by the ** representative that his trail was canceled and was there anything else that he needed assistance. **************** did ask for a cancellation number and was told that ** does not give out any cancellation numbers, but not to worry and assured that his free trail was successfully canceled in which he would not be charged at all. About a month ago in August of 2022, **************** was having issues with his printer and called ** technical assistance department for some assistance. That is when the representative at ** stated to **************** that he is still enrolled in the HP instant ink program. **************** immediately reported this shocking news to the highest level at **. **************** asked for a full refund because he did exactly what he was told to do by ** and definitely canceled before the trail expired. ** manager immediately denied any wrongdoing and immediately denied any refund at all without doing any proper investigation at all. **************** has exhausted every attempt into trying to get ** to do the right thing and to get a full refund and ** is completely refusing to provide any refund at all. Before legal action is taken very soon this will be my last attempt into getting ** to provide a full refund. **************** has also informed ** executives on numerous occasions to immediately cancel his instant ink subscription and they have refused. These are some very serious unlawful charges which consist of fraud, consumer law violations and much more because **************** does not give any consent to ** to charge anything on his card and ** as of today has continued to do so.

  Business Response

  Date: 09/27/2022

  HP apologizes for the issues *************************** encountered with HP OfficeJet **** All-in-One Printer (s/n TH7B64H14M). HP offered **************** of $50 e-gift card to use on HP.com. However, that offer was declined. HP will not be offering any further compensation.

  Customer Answer

  Date: 09/28/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  For the record this $50 dollars that HP continues to offer me has absolutely nothing to do with this case. This case is clear as day fraud charges and the unlawful actions that HP continues to conduct as of today. I will not be entertaining this $50 dollars compensation because it has absolutely nothing to do with this case at hand. I demand for HP to provide a full refund and failure to do so will result in immediate charges to be filed in Federal Court. All HP had to do from day one was to do the right thing and that was a full refund because I canceled this instant ink subscription 4 years ago and to this day they continue to charge me. I have asked them to immediately cancel this subscription once again months ago and they completely refuse to cancel my subscription basically conducting fraud because I do not consent for HP to continue to charge my credit card. They are fully aware of what I have asked for, but they are intentionally violating the law and these serious charges will be exposed in Federal Court. If you think that I am playing any games at all continue to play games with me and you will be receiving a summons to appear in court really soon. HP has definitely lost and customer for life and I will for sure be telling everyone on all social media platforms on how horrible they are and how horrible they treat their customers. If a customer did his part and cancelled when he was supposed to I do not understand why HP cannot just provide a full refund.

  Business Response

  Date: 10/04/2022

  HP will not be providing any compensation other that the $50 e-gift card that was offered.
  

  Customer Answer

  Date: 10/07/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  It's very apparent that the individuals at HP are incompetent and do not understand the English language at all. This is the last time that I will be stating this information. The $50 dollar gift card that HP continues to try to issue has nothing to do with this current issue at all. This $50 dollar gift card was originally offered for bad customer service. This issue here is the complete violations of the law that HP has conducted and continues to conduct as of today. This case is not going anywhere at all even if there is no resolution through the Better Business Bureau just know that charges will be filed in the appropriate court. As of today, 10/7/2022 HP is in violation of the law, has committed fraud and continues to unlawfully charge my credit card when I have stated to HP over 10 times to cancel my instant ink subscription something that should of been done 4 years ago. These are some very serious violations of the law and I will defend this until it is resolved. Hp can continue to play games with me and I can assure you once I'm court I will demand thousands and thousands of dollars. Hp needs to immediately provide a full refund in which should of been done already in addition to $5,000 for the violations of the law. I'm not going anywhere at all!!!!!!!

  Business Response

  Date: 10/20/2022

  As stated previously HP will only be offering the $50 E-Gift is **************** chooses to accept it.

  Customer Answer

  Date: 10/29/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  As I previously have stated that the $50 that Hp originally offered me was due to poor customer service. It has absolutely nothing to do with these unlawful actions. As of today, ** continues to be in breach of contract and continues to commit fraud in which these serious violations of the law will be notified to the States Attorney General. I will also be taking legal action against HP for their unlawful actions that HP has in fact committed. As of today, HP refuses to cancel my ink subscription in which should of been cancelled 4 years ago when I called. This case is absolutely not going anywhere at all. Thank you for your understanding!

  Business Response

  Date: 12/08/2022

  HP has offered to send **************** a full set of ink cartridges so he may resume using his printer without Instant Ink. HP will also cancel the Instant Ink as soon as **************** provides the requested information. HP will not be providing **************** with any refunds.

  Customer Answer

  Date: 12/14/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  ONCE AGAIN THE $50 DOLLAR HP GIFT CARD OR EVEN OFFERING NEW INK CARTRIDGES HAS ABSOLUTELY NOTHING TO DO CONCERNING HPS VIOLATION OF THE **** AS OF TODAY HP CONTINUES TO BE IN VIOLATION OF THE *** AND THIS CASE WILL CONTINUE TO BE PURSUED UNTIL A FULL REFUND IS PROVIDED. AS I STATED OVER 100 TIMES ALREADY THAT ORIGINALLY THE $50 DOLLAR HP GIFT CARD WAS OFFERED DUE TO HORRIBLE CUSTOMER SERVICE AND HAS NOTHING TO DO WITH THE HP INSTANT INK PROGRAM. FACTS ARE THAT **************** CANCELLED HIS INSTANT INK SUBSCRIPTION BEFORE THE FREE TRAIL ENDED AND HP HAS UN***FULLY CHARGED **************** FOR FOUR YEARS.
  
  CONCERNING HPS INSTANT INK SUBSCRIPTION **************** VERBALLY STATED TO HIS CASE MANAGER ****** ON THE ***** THE OTHER DAY IN WHICH THERE ARE ***** RECORDS AS EVIDENCE IF AND WHEN THIS HEADS TO COURT THAT **************** CLEARLY STATED TO ****** TO IMMEDIATELY CANCEL HIS INSTANT INK SUBSCRIPTION. IT WAS INFORMED THAT **************** CANCELED IT FOUR YEARS AGO SO IT SHOULD NOT HAVE EVEN BEEN OPENED TO BEGIN WITH. FURTHER **************** HAS SENT TO *****S TO CASE MANAGER ****** DEMANDING THAT SHE IMMEDIATELY CLOSE ****************** INSTANT INK SUBSCRIPTION ONCE AND FOR ALL AND HP AS OF TODAY HAS COMPLETELY REFUSED TO CLOSE THE ACCOUNT. SO FOR THE 100TH TIME AND BETTER BUSINESS BUREAU YOU ARE A WITNESS TO THIS HP NEEDS TO IMMEDIATELY CANCEL **************** INSTANT INK SUBSCRIPTION ONCE AND FOR ALL AND QUITE WITH ALL THE ***** AND HARASSMENT BEFORE YOU ARE ONCE AGAIN REPORTED TO THE FEDERAL TRADE COMMISSION AND THE CONSUMER PROTECTION AGENCY FOR YOUR CONTINUED UN***FUL ACTIONS.
  ALSO AS OF TODAY 12/14/2022, HP HAS SENT NUMEROUS HARASSING *****S CONCERNING MAKING A PAYMENT TO THE INSTANT INK SUBSCRIPTION. FOR THE RECORD **************** CANCELED FOUR YEARS AGO SO **************** OWES ZERO DOLLARS. NOT ONLY THAT **************** HAS ALSO SENT OUT SEVERAL *****S TO CASE MANAGER, ****** CONCERNING HPS CONSTANT HARASSMENT *****S CONCERNING THE INSTANT INK SUBSCRIPTION. THE ***** HAS BEEN MADE VERY CLEAR THAT HP NEEDS TO IMMEDIATELY CEASE AND DESIST ALL *****S CONCERNING THE INSTANT INK SUBSCRIPTION AND REGARDING ANY PAYMENTS. SO THIS IS HPS LAST WARNING TO CEASE AND DESIST ALL *****S CONCERNING THE INSTANT INK SUBSCRIPTION. ANY OTHER ***** THAT **************** RECEIVES MOVING FORWARD WILL BE CONSIDERED INTENTIONAL HARASSMENT AND CHARGES WILL IMMEDIATELY MOVE FORWARD IN THE APPROPRIATE COURT. THESE ARE SOME VERY MATTERS RHAT HP NEEDS TO IMMEDIATELY COMPLY WITH. HP HAS BEEN PUT ON OFFICIAL NOTICE TO CEASE AND DESIST ALL *****S REGARDING ANY PAYMENTS CONCERNING INSTANT INK SUBSCRIPTION AND TO CANCEL ****************** INSTANT INK SUBSCRIPTION WHICH HAS ALREADY BEEN DONE, BUT HP CONTINUES WITH THEIR UN***FUL ACTIONS. THANK YOU FOR YOUR UNDERSTANDING!!!!!

  Business Response

  Date: 12/16/2022

  No further offers will be made.