Complaints

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

close

Find a Location

HP Incorporated has 72 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  HP Incorporated

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

• 

  HP Incorporated

  950 W Maude Ave Sunnyvale, CA 94085

• 

  HP Incorporated

  303 Second St #500 San Francisco, CA 94107-3639

• 

  Hewlett Packard

  150 13571 Commerce Pkwy Richmond, BC V6V 2R2

• 

  Hewlett-Packard Financial Operations

  585 South Blvd East Mail Stop 1A Pontiac, MI 48341

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:08/18/2025

  Type:Billing 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 had a 4100 printer on my account which charged me $7 per month for ink. I got a divorce and my wife kept the printer. The printer wasnt used since sept 2024. Now they are telling me I owe them $14 in past due payments for oct and nov. I want the printer removed from my account and $14 credited. I tried to chat with them online but they did not help.

  Business Response

  Date: 08/19/2025

  A new Escalated Case ********** was already opened for the customer on 08/19/25 and assigned to an HP Escalations Case Manager.  ** provided the Case Manager with the customers recent ******************** feedback.
  The customer should be contacted within 2-3 business days.
  Regards,*******

  Customer Answer

  Date: 08/23/2025

   
  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:08/17/2025

  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.

  In June of 2025 I spent about $155 to purchase a new HP Envy 6155E printer. Since the start of August of 2025 I have been receiving what is now constant "Cartridge Failure" errors. This started after I had to install a new HP 68 tri-color and a new HP 68 blank ink cartridge. ** Support has been absolutely NO HELP. I am demanding one of two solutions - either a new HP printer or $150 in order to purchase a new non-HP printer. As of now I have to copy files I need to print over to a flash drive, and then go to a local Staples to print the documents from the flash drive.

  Business Response

  Date: 08/18/2025

  An HP Escalations Case Manager has been assigned to new Escalated Case ********** to address the customer's concerns. The customer should be contacted within 2-3 business days. 
  Regards, ******.

  Customer Answer

  Date: 08/18/2025

   
  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.  In fact, I did call ** support today and asked for either a full refund, or a new printer.  HP will be sending me a new printer.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:08/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought an HP laptop 17-CP2025 on May ******* from Best Buy. The *** failed after 70 days. 10 days after the 60 day warranty expired. I called ** for warranty repair on July *******. On July 21, I sent the laptop to HP for SSD replacement. I was told by the ** agent that if the repair took more than 10 days, ** would send me a loaner laptop. The expected delivery date for my repaired laptop was moved from Aug 15, 2025 (today) to August 29th. SSD replacement is a 10 minute job. Today I was told that no loaner laptop is available. I want ** to honor their promise to me or overnight a replacement laptop. This is ** customer support? Shameful. People should consider a company's customer support reputation before making an expensive purchase. I wish I would have checked first. I deeply regret purchasing an ** product.

  Business Response

  Date: 08/18/2025

  A new Escalated Case ********** was already opened for the customer on 08/16/25 and assigned to an HP Escalations Case Manager.  Notes in Case show something was delivered to customer from HP: FedEx Tracking ID: ************: Delivered Saturday, 8/16/25 at 9:42 AM. Customers comments from this ******************** complaint have been documented and Case Manager alerted to contact the customer as soon as possible.
  Regards, ******* 
  

• Initial Complaint

  Date:08/15/2025

  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.

  Signed up for HP Instant Ink subscription earlier this year and have been paying a monthly fee. It started at the 'monthly rate' offered at $1.79 then has crept up from there, recently I paid $8.62 for just using my home printer. When calling today to inquire and cancel, ** has been unable to cancel the account, which they verified, as they are requiring to go online to my account, which I try and says I don't have one. Thus, my constant calling them has resulted in zero ability to actually help until my 7th call when someone was able to cancel the account but only via a supervisor. I have been met with resistance from every area of ** I attempt to connect to for HP Instant Ink. Their escalations department intentionally disconnected the phone call. It has been one hour and 25 minutes now of me trying to get this done. why am I needing to call seven times and speak with a supervisor to cancel a subscription?? I am at my wits end with this company. I need a refund for all the months I've paid and reimbursement for my time, as well as the cartridges I am now needing to purchase to replace these 'instant ink' ones. They are telling me that I cannot use my printer if I cancel the subscription with the ink that is there, so I have to purchase all new cartridges when these have barely been used, which is another expense. ** should be ashamed. I demand to be reimbursed for the service, product, and troubles.

  Business Response

  Date: 08/18/2025

  Customer already has an Escalated Case open and an Escalation Case Manager attempted to contact customer on 08/18/25.  Customers comments from this ******************** complaint have been documented and Case Manager alerted to contact the customer as soon as possible in regards to active Escalated Case #**********.
  Regards,******.

• Initial Complaint

  Date:08/14/2025

  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 AGAIN wasted 2 1/2 hours with ** incompetent customer support and tech support what should have been handle with my first call I endured 2/1/2 hours of my blood pressure going higher because of the customer service tech **** that obviously don't know what they are doing I had to call back 3 times and each time I had to deal with their horrible AI auto answerer that doesn't understand English apparantly or the word agent customer support each time I would get MORE infuriated with what should have been taken care of with one 20 minute at the most call NOT 2 1/2 hours. I asked for the customer complaints department or their phone number .... no one could give me that . SO just like I had to do in April when I spent hours of my time with NO resolutions with ** I filed a complaint with you BBB then they called and resolved that problem . The ** printer Deskjet ************************************************************************************************************* the manual and found that out today when I called them and the manual doesn't even tell you what size ink cartridges to buy and it came with the leaflet saying 3 months of instant ink free which that also what I was trying to set up today but their "horrible" ** Smart website kept asking for a "code" thus my wasted time calls to ** support.

  Business Response

  Date: 08/18/2025

  An HP Instant Ink Case Manager has been assigned new Escalated Case ********** to address the customer's concerns. The Customer should be contacted within 2-3 business days.
  Regards, *******

  Customer Answer

  Date: 08/19/2025

   
  Complaint: 23749470
  
  I am rejecting this response because:AGAIN I have wasted HOURS of my valuable time with supposive HP tech support who are all foreigners that don't know anything except how to aggrevate me with the amount of time I waste with them I AGAIN called the ************ which is suppose to be the corporate number and again the run around.  IT IS UNBELIEVABLE THAT A COMPUTER COMPANY CAN"T HELP WITH WHAT I CONSIDERED A "SIMPLE" REQUEST All they do is give it a different case number and waste my time and get my blood pressure up with their incompetencies!  This is totally unacceptable!!!! I have ***eatedly asked for someone in the corporate office to call me NO CALL just another call from a foreign country tech person wasting my time. The last tech tried to blame the problem on my internet provider saying the printer needed 2.4 so I had to call T-mobile and they confirmed I have that and 5G it's roaming and they said ** was just trying to get out of helping me and they get calls all the time about this.  I should point out as I pointed out to the last ** tech *** this is my 3rd HP printer and if my other printers worked and its the same internet provider then that should not be the "excuse" or reason but he told me I had to call T-mobile.  I should also mention I NEVER check emails so phone communication is the best way to reach me. Thank you 
  
  Sincerely,

  
  
  **** ****** ************

  Business Response

  Date: 08/27/2025

  HP appreciates the customer's feedback and acknowledges the customer's experience. Please note that your HP printer model is designed to connect exclusively to a 2.4 GHz wireless network. It is not compatible with a 5 GHz network connection. While many internet providers, including T-Mobile, supply both 2.4 GHz and 5 GHz bands, your printer must be connected specifically to the 2.4 GHz band in order to function properly. This is a technical limitation of the printer hardware, not your internet service.

  If your network combines both frequencies into one name (SSID), your printer may attempt to connect to the 5 GHz band and fail. To resolve this, you may need to adjust your router settings to separate the 2.4 GHz network from the 5 GHz network and then connect your printer to the 2.4 GHz option. Your internet provider can assist in confirming or adjusting these settings if needed.

  HP has shared the recent BBB comments from the customer with the Case Manager and urged contact with the customer as soon as possible.

  Regards, ******* 

  
  

  Customer Answer

  Date: 08/27/2025

   
  Complaint: 23749470
  
  I am rejecting this response because: The excuse they have given about the 2.4 is just that an excuse to get me off the phone when I have called and WASTED more of my time. ***** the ** *** said that was probably  my problem and to basically get me off the phone he gave me that excuse and told me to call T-mobile and make sure I had 2.4 blah blah blah!!  I did and T-Mobile said Yes I did and they have this type of call regarding ** often .  I specifically told ***** the ** *** the printer WORKS that the problem was and still is the Ink cartridge that was sent with the printer only lasted for less than 40 pages and NO place int the manual does it say what I was told when I called ** the first time. ** *** said they ink was just to set up the printer.. I bought the printer because it said 3 months of instant ink on them and that has been the problem from DAY ONE . Their ** Smart ap keeps pulling up my old ** printer even though numerous times I clicked on add new printer. AND the instant ink ask for a code.... nowhere is there a code on the 3month instant ink insert with the manual . I spoke with *** with ** on 8/18/25 and she said she would mail me ink cartridges and I would have them by  Friday 8/22/25.... well it is now 8/27/25 and NO ink .  I just wasted another 1/2 hour of my time ***lying to Kevins ** email today and I demanded 6 months of instant ink be mailed to me for the hassles and inconvenience they have put me through what should have taken a simple ************************** HOURS of my time not to mention the aggravation of the simple problem not ever getting solved.  I furnished him with the model number and serial number of my printer so "they" ** would not have another excuse  I find it amazing that ** a computer company has their ** Smart ap as it is called that DOES NOT WORK .  I am NOT wasting any more of my time with the ** calls and Emails MY demand and the ONLY resolution I will accept is as I stated in my email to ***** 6 months of Number 67XL ink cartridges.  The fact that I can't use my printer because of them unless I want to spend $80 to get ** ink BECAUSE you can't use ink that is sold by other companies even though they state that they are compatible ** has a monopoly by making their printers NOT work unless its their ** ink .... I know this to be true and as a consumer I feel this should be considered Illegal . I should also mention that my email back to *** regarding the ink not be received as she stated; she has not responded.  I have more important things to take care of like Doctor Appontments etc and HOURS of my time with this MESS I AM DONE!!! I have clearly stated what I will accept as resolution for **'s unacceptable bad customer service.  I don't feel my request/demand for 6 months of ink for my printer since the signing up for the Instant Ink program with them has been impossible  !!! I can be reached at ************

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

  Business Response

  Date: 09/16/2025

  ** apologizes for the poor communication and service with Case **********. An HP Instant Ink Case Manager has been assigned new Escalated Case ********** to better address the customer's concerns. The Customer should be contacted within 2-3 business days.
  Regards, *******

• Initial Complaint

  Date:08/14/2025

  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 brand new HP laptop for christmas 2024 which is still under warranty. Work has been busy so I haven't had much time to write so my computer was only used maybe 10 times. It does not work, I had tech support from ** and the computer keeps displaying a blue error screen with a from face before it shuts off. The service tech could not troubleshoot because it kept turning off on her. She then wanted me to remove my operating system because it may be corrupted. I have requested to invoke my warranty for a replacement since I have a defective computer that we can not keep it on long enough to figure out what is wrong. She escalated me to someone who could help. Instead I had to deal with a man named ******* who kept talking over me and interrupting me. He also ingnored 6 requests to speak with a supervisor. I have never dealt with such horrendous customer service. I do not want to send HP my computer for them to service, I need to start using it since I am on a tight deadline and I am already missing two weeks using it because they take days to return a phone call. I also requested ******* to call after 5 pm when I received an email from him requesting a call back and he rudely disturbed me at work where I work in medical and have patients. I would like my defective product replaced and will happily send back my defective computer that they can sell or fix etc. I need a working computer tomorrow and have suffered enough this week from **. This is unacceptable customer service! I've done the troubleshooting, the tech saw its defective this is not a scam and i deserve a replacement due to my warranty rights. The open case number is ********** and I want NOTHING to do with ******* please and thank you. He is so rude!

  Business Response

  Date: 08/15/2025

  HP appreciates the customer's feedback and acknowledges the customer's experience.  An new HP Escalations Case Manager was assigned this Case on 08/14/25 and a Supervisor was notified to contact the customer according to notes in reference to active Escalated Case **********.  Customers comments from this ******************** complaint have been documented and Case Manager alerted to contact the customer as soon as possible.
  Regards, ******* 

  Customer Answer

  Date: 08/15/2025

   
  Complaint: 23747740
  
  I am rejecting this response because:
  
  They are not offering any resolution. I want a REPLACEMENT laptop and they can have this defective one back. Im going to ****** so I can not accept their calls this week to spend and hour or two to get nowhere. I want my replacement shipped out and then I will gladly ship back the defective device. Thank you.

  
  Sincerely,
  
  **** *****

  Business Response

  Date: 08/26/2025

  According to the notes in the Case, there has been communication through emails and a call back scheduled by the supervisor who is intervening in this Case. HP has shared the recent BBB comments from the customer with the Case Manager and urged contact with the customer as soon as possible.

  Reference active Case **********
  Regards, ******* 

  Customer Answer

  Date: 08/26/2025

   
  Complaint: 23747740
  
  I am rejecting this response because: 

   

  I have had one email from the business in 8 days. I have a call scheduled for Thursday morning. ** has in no way made ANY effort to help rectify your defective product. ******************************************************************************************************** the next day named *****. That never happened. If you choose to treat my complaint and business as a joke, I will do the same with your response. I have never seen a business treat customers so poorly and with so much disrespect and disregard. 
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 09/04/2025

  There have been 6 emails sent from the Case Manager to the customer since 08/28/25, but still no agreed upon resolution in place as of 09/04/25.  Latest comments from customer through ******************** have been shared with the Case Manager and advised greater urgency on the part of ***

  Reference active Case **********.
  Regards, ******* 

  Customer Answer

  Date: 09/08/2025

   
  Complaint: 23747740
  
  I am rejecting this response because: your supervisor encourages me to take it to Geek Squad and pay myself instead of you taking accountability! Please stop lying on here, I would greatly appreciate your business being honest just once here.
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 09/25/2025

  Based on the invoice sent to Case Manager on 09/18/25 regarding customer's purchase of the ** 15.6 inch Laptop PC 15-fd0000, the customer's device was purchased through ****** from a third-party vendor. While ****** is a trusted retailer, purchases made from independent third-party sellers are not always distributed through *** authorized channels. In this case, the system customer received may not contain the correct **-specified components and may have been rebuilt or altered prior to sale.

  Because this system was not sold or configured directly by ** or one of our authorized partners, ** cannot assume liability for the hardware discrepancies. ** recommends allowing our ************** technicians the ability to verify the configuration and accuracy of the product.

  Reference active Case **********.
  Regards, ******* 

  Customer Answer

  Date: 09/30/2025

   
  Complaint: 23747740
  
  I am rejecting this response because: the computer came in a sealed HP box with a ** warranty. I have all the emails with all the lies from your representatives. I have contacted multiple media outlets and shared them. You will be in the news as well as I contacted a lawyer and will see you in the Westchester County Supreme Court with all the evidence and emails I have saved as well as recorded phone conversations since NY is a one consent to record state. Shame on you! Youre terrible customer service and lies are shameful.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:08/14/2025

  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 supposed to receive a Monitor replacement for the **** TRANSCEND32 MONITOR. ** has me ran me around in circles when it comes to their customer service. I have been left with more confusion than anything, and I find this to be completely unprofessional since this is such a big company. Getting ahold of anyone in this company that know what they're doing is like pulling teeth. My warranty service clearly states or stated that I'm eligible for an advanced exchange. But somehow I keep getting referred to doing a send in repair. I've sent devices back to ** before only to met with faulty devices or something more worse off than I paid for. I'm not trusting my Monitor which I have paid over a $1000 for to be put in the hands of people who barely can handle a phone conversation. I will send my device in once I receive my replacement monitor first. Serial Number: **********

  Business Response

  Date: 08/15/2025

  An HP Escalations Case Manager has been assigned to new Escalated Case ********** to address the customer's concerns. The customer should be contacted within 2-3 business days. 
  Regards, ******.

• Initial Complaint

  Date:08/14/2025

  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.

  This laptop has been locking up and then crashing to a screen that forces a restart of the device for several months. I have had 10 or more interactions with ** including shipping it to their repair facility in *********. In all cases the unit continues to lock up as described every 24 hours or so. I requested a replacement, but they continue to suggest another technician look at the issue and every time it locks up shortly after the technician works on the laptop remotely. They really should replace the unit after all these attempts to repair.

  Business Response

  Date: 08/15/2025

  An HP Escalations Case Manager is currently working with the customer towards a resolution, reference active Escalated Case **********.
  Customers comments from this ******************** complaint have been documented and Case Manager alerted to contact the customer as soon as possible.
  Regards, ******

  Customer Answer

  Date: 08/15/2025

   
  Complaint: 23746623
  
  I am rejecting this response because: I spoke to the Escalations manager and they continue to want to attempt to repair the laptop with remote access technicians. This is ridiculous IMHO as the unit has been worked on by multiple techs working remotely and sent to an ** repair facility and back. I have spent MANY man hours dealing with the techs remotely, taking  time to send it to the ** facility along with long discussions with the Escalations manager. Technicians who have accessed the laptop remotely have confirmed that it's internal records showed the lock up and crashes as I described so it is not if they haven't confirmed the issue and I am possibly making up the problem. Believe me I just want a functioning computer. I have several other computers and they all work flawlessly. I suggested I might consider a loaner as they try to repair the unit. I haven't heard whether they would supply one. FYI: I had an important job come up while the laptop was in repair and I ended up buying another laptop to use the job, so this whole process has become an  expensive nightmare. 
  
  Sincerely, ****** ******
  
  ****** ******

  Business Response

  Date: 08/26/2025

  HP appreciates the customer's feedback and acknowledges the customer's experience. The reason we are recommending the second repair option is because our engineering team has determined that a deeper level of troubleshooting and part verification is needed to fully address the issue. While the previous remote sessions and service center repair helped confirm the symptoms, this additional repair path allows us to:
  - Perform targeted diagnostics with specialized tools not available during prior repairs.
  - Escalate findings directly to engineering to identify whether replacement parts, firmware adjustments, or other solutions are required.
  - Ensure the repair history and logged data are thoroughly reviewed to prevent recurrence of the lockups and crashes youve reported.
  We recognize this may feel like a repeat of prior steps, but this process is different in scope and is designed to resolve the root cause rather than just the symptoms. In some cases, this more comprehensive approach is the most effective way to restore your systems reliability.

  Regards, *******

• Initial Complaint

  Date:08/14/2025

  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.

  ** violated its published warranty policy by ********* an approved exchange for undisclosed reasons not found in their warranty terms.Purchase: HP ZBook Power 16" G11, March 2025, ****** (Order H363491746, Serial 5CD5044VNM)Problem: GPU failure within 30 days with visual artifacts and system instability. ** technical support confirmed hardware defect.HP's Actions:Created exchange order H302745221 for warranty replacement Initially approved exchange per standard warranty policy Canceled exchange without notice, citing "cost too high at this time"Issued refund instead of promised replacement Policy Violation: **'s warranty states: "If you have received a damaged or defective item, we will send you a replacement of the same or similar product." No clause allows cancellation for cost reasons.Failed Resolution:**** ******** (Executive Escalations) acknowledged process failure but refused to honor approved replacement Contacted CEO ******* ***** via email and ******** - no response *************** Chairman **** ***** via ******** - no response after one week Multiple customers reporting identical warranty violations on ******** Resolution Requested: Honor published warranty policy by fulfilling originally approved replacement order H302745221.Impact: This systematic warranty policy violation affects multiple customers and contradicts **'s public commitments to customer service excellence.

  Business Response

  Date: 08/18/2025

  After customer reported the *** issue, an exchange was set up in line with customer's request. Unfortunately, the exact model was no longer available, which prevented ** from completing the replacement. As a result, the order was refunded. ** understands this was disappointing, as the customer's preference was to receive the unit rather than a refund.
  As further support, the HP Case Manager presented two alternative replacement options for similar ZBook models on July 25, 2025. However, these options were declined. With the refund already processed and no alternative order placed, the transaction was considered complete and the case was closed. 

  Regards,
  ******

• Initial Complaint

  Date:08/13/2025

  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 sent in my HP Chromebook to HP for repair. I was told initially it would be repaired by Aug 6th 2025. Then around Aug 6th it changed to Aug ********** I contact and it now says Aug 30th.This is my daughter's chomebook she uses for school and it is covered by an extended warranty I paid extra for. Not only is my daughter without her Chromebook but I am also losing extra warranty time due to this delay. I do not currently have possession of the device. :(

  Business Response

  Date: 08/14/2025

  Customer's Case ********** has been transferred to the Executive Escalations level.  Customers comments from this ******************** complaint have been documented and shared with the Case Manager assigned. The customer should be contacted within 1-2 business days.
  Regards,*******