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

  430 Mall Blvd Savannah, GA 31406-4801

• 

  Hewlett Packard

  P. O. Box 281474 Atlanta, GA 30384-1474

• 

  Hewlett Packard

  P.O. Box 100886 Atlanta, GA 30384-0886

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:05/04/2023

  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 contacted ** about this manufacturer issue by email which they dont provide when you click on the correct issue for email link it takes you to a bad link I could find no phone number that would help and only way was through their social media on ******** at first which was a bot that just kept repeating and asking for same information than ******* where I talked to 3 different people and than they all disappeared and than another person came on and wanted again to start from scratch it was a bot message I am recovering from one surgery and preparing for another on the 17th and besides the stress adding extra pain I cant afford and all the hours I have spent I have been sick also I have way too much to do between now and than they are like talking to a revolving door. I am going to copy and paste my complaint in supporting document ith some pictures that they about 5 of the ** people have.

  Business Response

  Date: 05/07/2023

  HP case management team has assigned a New case **********. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

  Customer Answer

  Date: 05/08/2023

   
  Complaint: 20016108
  
  I am rejecting this response because:I have not spoke with them to resolve anything or see if they are going to come to some kind of resolution. I will come back after and update 
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 05/09/2023

  We spoke tonight and are going to touch base again Friday at 5 and come to some kind of resolution 

  Business Response

  Date: 05/10/2023

  HP case management team has assigned a New case **********, Case manager is working with the customer on a resolution.

  Regards, HP Inc. 

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 20016108
  
  I am rejecting this response because:  We are speaking Fri at 5 to go over the case and a resolution and at that time I will be able to be able to know if I accept the decision or not 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/19/2024

  Ref: ********** 05/07/23 CU complaint, unable to reach HP for help. 05/09/2023 Laptop error message, memory issues. CU also reports hinge issues. 05/12/2023 Agent makes $125 coupon offer to CU; CU accepts. 05/15/2023 Agent unable to reach CU via phone (3x) to confirm coupon code receipt. NOTE: unable to determine via ROC of specific BBB complaint, and actual resolution. Assumption: receipt of coupon code resolves complaint.

  
  

• Initial Complaint

  Date:05/04/2023

  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.

  I ordered a HP Omen 45L computer via HP.com on March 30th for $4,4808.98 with an "estimated shipping date" of April 21. The confirmation email said I should receive "email updates as your order status changes."Between placing the order and April 21st I received no such notifications and it remained listed "in queue." On April 20th, I called HP for an update. I was told to wait until the estimated ship date as there were no no delays listed on their end - and I should receive email notification of delays. I received no email.I called again on April 21st and was told that the order was built/tested but would not ship due to a lack of "shipping supplies." The rep informed me that they could not provide a new date but estimated there would be a delay of "days, not weeks" and that I should receive an update via email. No email came.I called again on Monday, April 24th and was given similar info (built/tested, shipping delays, etc). They provided an estimated ship date of April *****. Several hours after this call I received an email telling me it would not ship until May 12th "due to supply constraints and shipping disruptions." Given the conflicting info, I called again and was assured the email was wrong and it would ship between the ***** unless otherwise posted on the web site. The web site was updated the next AM to a shipping date of May 12th. The order was still listed as "In queue" (meaning that, as per their records - the computer had not been built yet).At this point, I decided I wanted to cancel as the new shipping date did not work for me (as per my rights under the ***** I sent a cancellation request on Tuesday, April 25. I received an email at 9:07 AM on Wednesday, April 26 stating they had to take "additional steps" to cancel the order. I spoke with a rep on Friday who told me to wait until Monday stating it takes 3-4 days to process.That was ~5 days ago and I have not received any communication since. I am concerned that HP may not actually cancel the order/refund me as requested.

  Business Response

  Date: 05/07/2023

  ** has assigned a HP shopping customer rep. to contact the customer with the details of the issue/order. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:05/03/2023

  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 the ** OfficeJet Pro **** SPECIFICALLY because it accepted the ink from my last printer (which is the 952 or 952XL cartridges). I just went to load them into it and now the printer is telling me that these are an "outdated" version of the cartridge, rendering them useless. I need to be reimbursed, or swapped out, for new cartridges that will actually work and I am being told that there is nothing no one can do- EVEN THOUGH when you fold down the front of the printer and ALL OVER THE PACKING it says they take "952"- it does NOT in ANY WAY indicate that they have to be a certain "sub-type" or model, because that is by DEFINITION what the "952" is supposed to denote- what STYLE of cartridge you are buying. I quite literally couldn't afford this printer has it was over $300, but I did it justifying the fact that I already had this ink- now I am seeing that there is no way to go around this error code to use what I have- And this is a version of false advertising that I just can't financially absorb.

  Business Response

  Date: 05/03/2023

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

  Regards, HP Inc.

• Initial Complaint

  Date:05/03/2023

  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 ** laptop through an online military discount site and also agreed to buy the ** Care Pack warranty. ****** was accidentally spilled on the laptop, and it stopped working. I contact ** Support and was instructed to send the laptop in the box they provided. Meanwhile I was informed the laptop wasn't economically repairable. After several discussions about the ** Care Pack warranty, they agreed to replace the laptop. However, it took over two months and multiple calls before it was finally replaced. Now, in order to ship the item to ************ need the replacement invoice for customs. I have made numerous attempts to get the replacement invoice without any success. Any help getting the invoice would be greatly appreciated! This has been and awful experience.

  Business Response

  Date: 05/03/2023

  HP *************** has escalated the case. The customer will be contacted within 1-2 business days. Case reference **********.

  Regards, HP Inc. 

  Customer Answer

  Date: 05/05/2023

   
  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:05/03/2023

  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 will not allow me to cancel a tech support subscription!

  Business Response

  Date: 05/03/2023

  HP *************** team has reviewed the complaint and we have assigned a case manager to contact the customer. Case reference **********.

  Regards, HP Inc. 

• Initial Complaint

  Date:05/02/2023

  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 Order# BTZB296701 - this is a refurbished printer which HP sent as a replacement for another defective printer. This replacement printer is defective, also. I have spent 2 weeks bouncing back and forth between departments, giving details, and requesting to be connected with the RETURN department. CANNOT speak to anyone who can help me with a return. ALL I am trying to do is return another defective printer and get my money refunded.

  Business Response

  Date: 05/02/2023

  HP *************** team has reviewed the complaint and we have assigned a case manager to contact the customer. Case reference **********.

  Regards, HP Inc. 

• Initial Complaint

  Date:05/02/2023

  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.

  ** 2020 I purchased a Printer from Hewlett-Packard, When setting it up I was offered to join a program called Instant Ink I pay a monthly fee and when ink is low they send you ink I rarely use my printer so I have received free ink when joining and they have sent me replacement ink maybe twice. I cancelled the service recently because I was charged for printing extra pages. Now my printer does not work because HP has disabled my printer in order for it to work I have to either rejoin the program or go buy more ink!! I have spent close to $200 on monthly charges, charges for printing pages and the price of the printer. HP does not make it clear that if involved with this program you are basically stuck if you want your printer to work with their program, In reality I did not purchase my own printer unbeknownst to me I rented a printer from HP if they can remotely disable something I actually paid for that is a big problem especially since they do not inform the consumer of any of this information until you try to cancel their program.

  Business Response

  Date: 05/02/2023

  HP instant ink team has reviewed the customers complaint and we have assigned a case manager to contact the customer- Case reference **********.

  Regards, HP Inc.

• Initial Complaint

  Date:05/02/2023

  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 signed up for HP Instant Ink and I believe it was a 6 month free subscription. I moved from my previous address on 8/31/22 when I was still entitled to 3 months of free ink which I never received. I called back in December 2022 when I was billed annd informed customer service that I had not received any ink but I was charged for it. I have been billed for the past 6 months for ink I and I only received 1. I have not received any ink or a refund and this is ridiculous now.

  Customer Answer

  Date: 05/02/2023

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

  Business Response

  Date: 05/03/2023

  HP instant ink team has assigned a New case for customer contact- Reference case **********. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 20003216
  
  I am rejecting this response because: I want my money or my ink. The agent ***** reached out to me on Thursday and I missed call. She then sends me an email on and said she would get back to me on Friday but the call NEVER came! I get an email today stating this case is closed due to failed numerous contacts and that is a lie. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/09/2023

  HP Case manager tried to reach the customer several times. The customer can contact the case manager via email or phone- Case Reference **********.

  Regards, HP Inc. 

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 20003216
  
  I am rejecting this response because: Per the case managers voicemail she does not have a direct number for her to be contacted at. 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/10/2023

  HP Instant ink, case manager ***** contacted the customer May 10th. Case reference **********.

  Regards, HP Inc.

• Initial Complaint

  Date:05/02/2023

  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.

  My grandmother, *****************************, 103 year old veteran and living in *****, had the HP Instant Ink program. In late December, she was hospitalized and asked that I help her find an assisted living facility near me in ******, **. I visited her in early January and began to close all accounts of hers that were no longer needed. One of these was HP Instant Ink. I cancelled the program on her account. To be clear and legal, I have ***** of ******* Attorney and had her authorization and explicit request to do so. In February, my grandmother was still being debited the monthly fee. I then called an agent, on Feb. 21, 2023, and they assured me they would cancel the account and refund the money. In March, and again in April, the account was debited for the program amount. The March payment was automatically refunded in early April but then, today I noticed that HP again debited her account. I called and the agent told me again that they would cancel the account and refund the April amount. They also confirmed that I had indeed called and requested cancellation on February 21, 2023 but that the agent didn't complete the cancellation request correctly.

  Business Response

  Date: 05/02/2023

  HP Instant ink team has reviewed the case, and we have assigned a case manager to contact the customer. New Case reference **********.

  Regards, HP Inc.

  Customer Answer

  Date: 05/03/2023

   
  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:05/02/2023

  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.

  Purchased printer in September 2022. Required to create an online account to set up printer. "Free" 6 month subscription set up for ink cartridge replacement. I never received replacement ink cartridges but my printer was remotely disabled until the original cartridges were replaced. No help on HP web site, lost one month of use of printer until I went and purchased new cartridges to replace the ones that came with the unit.

  Business Response

  Date: 05/02/2023

  HP *************** team has reviewed the complaint and we have assigned a case manager to contact the customer. Case reference **********.

  Regards, HP Inc.