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

  420 Mountain Avenue P. O. Box 6 Murray Hill, NJ 07974

• 

  Hewlett Packard Company

  45 BARNWOOD CT FLORENCE, KY 41042-9110

• 

  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:04/12/2023

  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.

  On Monday, November 14, 2022 I contacted HP Instant *** to cancel my plan. It was not done and I continued to get charged. Three weeks ago, I called HP and requested my plan get cancelled and I was refunded my charges since December since they did not cancel the plan as requested. The female rep assured me the plan would be cancelled and a supervisor would call me the next day - neither happened. In the last few weeks, *** sent emails and chats and Im still being charged, receiving another email today. Ive now canceled my plan online but I want my charges refunded back to December since they have not cancelled this as requested.

  Business Response

  Date: 04/13/2023

  HP Instant ink case ********** - The customer will be contacted by a rep. regarding the billing issue.

  Regards, HP Inc. 

• Initial Complaint

  Date:04/12/2023

  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 an HP laptop from ****** on 6/26/2022. It stopped working in March 2023. I tried to resolve with ******, where I bought it, but they directed me to HP, saying it has a one year warranty. I tried multiple times to call HP customer service to report the issue. I have a receipt from my purchase but they insisted it was purchased in 2021 and would not honor their warranty and even tried to upsell me another warranty. They made it so difficult that we gave up. The laptop was not damaged in any way. It simply stopped working. I believe their warranty is a sham and their customer service is intentionally difficult to navigate and communicate with to discourage customers from actually obtaining warranty coverage.

  Business Response

  Date: 04/13/2023

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

  Regards, HP Inc. 

  
  

• Initial Complaint

  Date:04/12/2023

  Type:Customer Service 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 had purchase this some time last year, and the computer wont boot up anymore.I need the windows recovery key to do a factory reset. I have tried to do it locally and by the cloud, it wont accept it. I need a key, or a usb key so Im able to reset the ** to factory new.OMEN 25L Desktop GT12-1340m CTO Serial number: ********** I have contacted support, customer service, and they were not able to help me at all.Please send me a USB Stick or instructions how to download online. HP Omem recovery usb

  Business Response

  Date: 04/13/2023

  HP *************** team has assigned the case ********** for customer contact.

  Regards, HP Inc. 

• Initial Complaint

  Date:04/12/2023

  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.

  Had a HP6052-e printer that required many service calls since its purchase. On 3/3/23 HP decided to replace it because it was still under warranty. I returned this printer on and they received it on 3/15/23. I received a replacement, HP6055e on 3/20/23. When I tried to install it my computer said fatal error and gave me an HP phone number. I called the number and spoke to a serviceman named ****. We set up a remote viewer with my computer and he tried to assist me with r the installation. In less than 5 minutes he said my computer was infected and it would cost $150 with a 2 year plan or $250 with a 5 year plan to fix the problem. Told him no and stopped the session. I called Hp and got in touch with another technician and he helped install the printer. He said he was sorry about the previous person and my computer was not infected. Several days latter I spoke to **** the original person who arranged the replacement and explained all my problems that transpired. Today 4/4/23 I tried to use the printer and it does not work! I called HP and said I wanted a refund! I dont have the time or patience to deal with their inferior products. Im waiting for a resolution call now.

  Business Response

  Date: 04/13/2023

  Case manager is working with the customer on options available- Case **********. The case manager will follow up with the customer.

  Regards, HP Inc, 

  Customer Answer

  Date: 04/29/2023

   
  Complaint: 19894327
  
  I am rejecting this response because: They called me over a week ago and said theyd get back to me. They have not called or emailed. They are just biding their time hoping well just go away.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 05/02/2023

  HP Case reference - 5101217038- The case manager has emailed and tried calling the customer. The case is still open and re-escalated.

  Regards, HP Inc.

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 19894327
  
  I am rejecting this response because: HP has not emailed me or tried to call! They have made a false statement! I monitor my spam email and check my phone messages daily and they have made no attempt to contact me.

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

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

  Business Response

  Date: 05/03/2023

  HP Case reference - 5101217038- The case manager has emailed and tried calling the customer. The case is still open and re-escalated.

  
  Regards, HP Inc.

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 19894327
  
  I am rejecting this response because:
  ** has not called or emailed me! They are not telling the truth! Again they are trying to place blame on me by falsely stating they have tried to contact me! There was no problem talking to them or emailing them before. 
  Sincerely,
  
  *******************

  Business Response

  Date: 05/07/2023

  HP Case reference - 5101217038- The case manager has emailed and tried calling the customer. The case is still open and re-escalated.
  
  Regards, HP ****

  Customer Answer

  Date: 05/08/2023

   
  Complaint: 19894327
  
  I am rejecting this response because: HP is making false statements. They are not trying to call or email. Request that they copy BBB on emails they are supposedly sending to prove that they are sent. HP is playing games with BBB and myself with these bogus claims.

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

  Business Response

  Date: 05/09/2023

  HP Case manager has been working with the customer on a replacement resolution, 

  Case Reference 5101217038 and case manager contact information;

  *****************************-152. If I am not available, please leave a voicemail, and I will return your call as quickly as possible. You may also reply to the 
  email.

  Customer Answer

  Date: 05/11/2023

   
  Complaint: 19894327
  
  I am rejecting this response because: Ive called the numbers supplied by HP on 5/9, 5/10 and 5/11. I am connected to a message that states agent is not available. *** made 15 calls in total with the same message followed by a busy signal with no method of leaving a message.  Again this appears to be another HP game trying to discourage me to drop the complaint! 
  
  
  Sincerely,
  
  *******************

  Business Response

  Date: 05/12/2023

  HP case manager has sent customer emails/ voicemails - Case **********. They are waiting for the customer's response.

  Regards, HP Inc.

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 19894327
  
  I am rejecting this response because: They are lying to you. Have them copy you on emails. I check my phone and spam email daily. Nothing there. I called them over 3 days and 20 plus calls with no answer or a chance to talk to anyone!They are just wasting our time trying to get me to go away. They know they are in the wrong. Im not going away!
  
  Sincerely,
  
  *******************

  Business Response

  Date: 08/19/2024

  Ref: ********** - 03/02/2023 - CU states printer is junk; prefers to purchase another brand. Agent offers to troubleshoot; CU wants replacement. Agent educates CU on printer functions; CU understood. Agent offers remanufactured printer; CU agrees (BTVR3084-01). CU sends defective unit back to HP (03/15/2023). 04/05/2023 - Replacement printer not working; CU requests return and refund . 04/12/2023 - CU states that he purchased a non-HP branded printer; that one works fine. Agent advised CU of refund policy; CU does not agree. Agent offers coupon; CU refuses. CU agrees to printer replacement; replacement sent. CU reports fatal error with replacement printer. Remote session determined unit was infected. CU does not agree to pay for 2-year or 5-year support plan to fix unit. CU initiates new call to HP. Tech Support reinstalls printer and confirmed unit is not infected. 04/04/23 - printer not working again; requests refund. (Could not find evidence of refund). Ref: ********** - 03/21/2023 - CU requests assistance with printer set-up. Agent successfully sets up printer. Resolved.

  
  

• Initial Complaint

  Date:04/12/2023

  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 an HP printer 2-3 months ago. Have some issues with it, call the help desk day 1 was transferred 7 times and on the phone for 2 1/2 hours. Got no where. Day 2: on the phone for 1 1/2 hours and transferred 3 times. The last person i talked to said if I bought new ink cartridges that should solve the problem. I did exactly that and PRINTER STILL DOES NOT WORK!!! So today will be day 3 of dealing with this. Shouldn't be this hard to get help.

  Business Response

  Date: 04/13/2023

  HP case management has reviewed the complaint and assigned to a case manager for customer contact - Case **********.

  Regards, HP Inc.

• Initial Complaint

  Date:04/11/2023

  Type:Customer Service 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 my HP laptop to the ***************** center and it was received there ****** ************) on March 23, 2023. I have been on the phone with several customer service agents who are claiming that the computer that they received with this tracking number does not match the product and serial number that I have on record which I provided them. The *** was bad and because of the terrible design of the computer, the *** is welded to the motherboard so Best Buy could not fix. After conversations with HP Care support, they sent me a box to ship my laptop to the repair center in *********, **. Since then, they have been holding my computer hostage with this information discrepancy. I have been on the phone with several people from ***** who keep promising me that thee case is escalated and he case has been resolved and the computer will be cleared for repair, and yet here I am on April 3rd, getting the same runaround. Meanwhile, I am losing work productivity, I cannot speak to anyone at the repair center (GOD FORBID) to clear this up, so I keep calling customer service who keeps giving me the same run around. I called on this originally on March 17, 2023 and I keep getting referred to case managers who cannot or will not or do not solve my problem. I am submitting a snapshot of part of my order invoice with the ONLY product and serial number I have. As well as the product specifications in my account profile. I want my computer fixed and returned to me, or I want a replacement computer sent.

  Business Response

  Date: 04/12/2023

  HP Case manager has been in contact with the customer via phone/email. Case Reference **********.

  Regards, HP Inc. 

• Initial Complaint

  Date:04/11/2023

  Type:Order 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.

  Our printer HP Laser Jet Pro MFP M479 fdw stopped working. The printer was under warranty, we contacted IT support and they send a technician to repair the printer. It turned out the printer could not be repaired and the issued an order to replace the printer with a new one.We received the email confirmation with the order number stating that the printer would arrive in 5 days. I was also going to get a new email with a quote to extend the warranty for the new printer. I have not received any emails from HP with the quote or to follow up on the order that was placed.I called this morning to follow it up myself and I was on the phone for 2 hr. being passed around different departments. None of the people I talked to could give me an update on my order. Finally the last person I talked to said the order was on hold because I needed to send a copy of the warranty or they won't ship the printer. I stated that I don't have the copy of the warranty but that the serial number shows the printer was in fact under warranty. They never disputed that fact, they acknowledged the fact that the printer was under warranty when they sent the technician. They know the printer was under warranty but now they claim they won't send a new one because of lack of documentation.

  Business Response

  Date: 04/12/2023

  HP case management has reviewed and assigned the case to a case manager for customer contact- Case **********.

  Regards, HP Inc. 

• Initial Complaint

  Date:04/11/2023

  Type:Billing 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 NEEDED to print this morning but could not! Why? Because my account was suspended and somehow my printer was stopped! Why? Because I changed credit cards and a whopping $3.23 was unbilled for charges I do not understand No warning, no explanation, nothing!HP smart is very-badly run deal! Online chat help was worthless ********************* ********************

  Business Response

  Date: 04/12/2023

  HP Instant ink - Case **********- Issue was resolved. 

• Initial Complaint

  Date:04/11/2023

  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 spent a lot of time reading descriptions & reviews of more than a dozen printers to find the best one for the large task ahead. I chose the ** Color Laser Pro MFP M283fdw over the rest. Spent $589.86 for it. After the challenge getting it up 2 flights of stairs, set-up was easy, but things went downhill from there. First few pages copied & printed fine but there were noises coming from inside it sounding like wheels that needed oiling. Not long after, the printer started making a loud high-pitched whining noise. I tolerated it all hoping it would stop once it warmed up, but it didn't. The starter toner cartridges lasted for the amount of copies specified by hp. The nightmare really hit hard after I purchased all new hp toner cartridges which cost me $337.37 (w/store discount). Continuing with copy/printing for this very important task, the printout of the documents got lighter after only 3 days with the new toner. By the 4th day, what came out of the printer was unreadable. There was no difference in the type of documents printed compared to the starter cartridges yet the new ones lasted for only 1/2 the amount. It was as though the new cartridges were only partially filled with toner. Due to the weekend in addition to hp's customer service department being "unavailable" for the first few days of the week (why?), I became 5 days behind in printing the very important documents required of me for a court case. When I finally got connected with an hp rep, it was apparent that he was in another country (as was the 3 others spoken with a few days later) so comm wasn't good & phone call went no where. Called again a few days later, spoke to 3 representatives, on hold most of the 51 minute phone call. I got the impression that they didn't believe me nor were willing to issue me a refund for their defective products that did not deliver as specified, along w/all the valuable time I've lost. Had to purchase another printer from a different company + a week behind task.

  Business Response

  Date: 04/12/2023

  HP case management has assigned the case **********. The customer will be contacted. 

  Regards, HP Inc.

• Initial Complaint

  Date:04/11/2023

  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.

  This HP printer (HP DeskJet **** All-in-One printer) will not stay connected to the wifi. I have had difficulties getting it to print. I have called HP customer service twice for assistance. Their steps would fix the issue for 1-2 days, and then the printer would stop printing again. I have asked them to replace the printer, but they have declined. I tried to return back to Amazon, but I am past the one-month return window. I would like my $131.42 (including tax) refunded so that I can purchase another printer.

  Business Response

  Date: 04/12/2023

  HP has assigned a case manager to contact the customer- Case **********.

  Regards, HP Inc.

  Customer Answer

  Date: 04/28/2023

   
  Complaint: 19886323
  
  I am rejecting this response because: This is still ongoing. I have received an option to return with a cash refund minus taxes and I requested full cash refund with taxes.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/02/2023

  HP Case manager is working with the customer on a Buyback option Case reference ********** is open and waiting for customer replay back to the email.

  Regards, HP Inc.