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

  950 W Maude Ave Sunnyvale, CA 94085

• 

  HP Incorporated

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

• 

  Hewlett Packard

  110 13575 Commerce Pkwy Richmond, BC V6V 2L1

• 

  Palm, Inc.

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

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/28/2023

  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 have attempted to cancel my printer ink subscription with HP instaink delivery: last month online and today telephonically. In order to cancel my subscription - which is a "cancel at any time" subscription with no obligation in fee or time - HP required the serial number of my printer, which they have on my account. HP did not last month and today would not cancel my instaink delivery subscription. I should not have to provide anything other than my email and phone number associated to my account to cancel it.I owe HP nothing.

  Business Response

  Date: 03/28/2023

  HP Instant Ink case reference - ********** - The case manager will contact the customer regarding ********************** ink account.

  Regards, HP Inc. 

• Initial Complaint

  Date:03/28/2023

  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 this warranty extension directly from HP, but my laptop still shows as "out of warranty" and is in fact "out of warranty". I have tried chat three times and called different HP 800 numbers three times. All attempts have failed with the assurance someone will get back with me, and this will be resolved in 3days, but it never is. I've opened cases which are promplty closed with no resolution. I've tried emailing ********** and ********************** many times but no luck. Also, the ** people I spoke to were unable to refund my $112.61 USD purchase price.

  Business Response

  Date: 03/28/2023

  HHO Shopping **** case management received the information there is a chargeback dispute already open for this situation and they are working on it. 

  Regards, HP Inc.

• Initial Complaint

  Date:03/28/2023

  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 two printers from HP that are less than three months old and constantly give me problems and they don't print documents when I need them to be printed. I can return to the printer several hours later and not touch the printer and suddenly the printer will begin printing documents. I have contacted ********* Technicians who remotely logged on to my new computer and experienced the same thing I have been experiencing for serval weeks from these two printers which are under warranty. This will be the fourth week I have experienced this unacceptable unprofessional behavior from the ******************** at HP. I have a particularly important deadline on so time-sensitive legal without my acknowledgment or consistent the supervisor ***** transfer ***** (Technical) Staff. I have spent the last three weeks going through this unprofessional kind of behavior from the ********************. When I repeatedly requested his employee number, he refused to give me his number and stated that it was HP policy that he cannot provide me with his employee. I spent several hours on the phone with this employee who consistently to me things that I knew were not the truth. Last week I received a phone call from a Case Manager who was also rude, disrespectful, and unprofessional. During the conversation with this case manager, I asked her several questions and she refuse to answer the questions and reported to me that in the referral she received stated that I was rude I corrected her that I am highly stressed by the games that they continue to play. I have some extremely important legal documents that is time sensitive and again did not receive the assistance that I have been requesting for several weeks. To the staff at HP who are supposed to be there to provide assistance, it is a game. I attempted to complete some particularly important legal documents and now may face a sanction in court because of these games. I truly intend to follow up with some legal consequences toward HP because this is not right

  Business Response

  Date: 03/30/2023

  HP *************** team sent the customer an email asking for more details, i.e. product, model and serial number of the product in question. The customer has several products under their account.

  Regards, HP Inc. 

  Customer Answer

  Date: 04/21/2023

   
  Complaint: 19855017
  
  I am rejecting this response because:what has happened is the following. The technical staff continues to not provide necessary assistance with this on going issue. This has been a total and complete nightmare between the Instant Ink Case Manager ****** and the technical support staff and the supervisors in that department. I dont believe that anyone deserves to be treated in such a negative manner as I have. During the last three months I have been referred to the technical support department by the case manger about 8 to 10 times. The Case Manger then refers me right back to the technical support team all the time I dont receive any assistance with these printers. Now during the times that this back and forth is happening I am given different case numbers. I have been hung up on numerous times without receiving any assistance. The times in which I have been asked the serial numbers what the staff the do is say I am referring you to a case manager. I have requested numerous times to speak with a department manager only to be told one will contact me in 1 to 3 days. I have never received any phone calls from no manager. There appears to be a malfunction with these printers. They do print but not when I need them to print my documents. I could be watching TV and all of a sudden the printer will start printing documents I needed days ago. I did not sign up for this. I am paying ** to print but having to go to Staples to print my documents. I have accumulated at large printing bill at staples, THIS IS NOT RIGHT AND I ****** CONTINUE WITH THIS.

  MY ** TABLET WHICH WAS UNDER WARRANTY AND I SENT IT IN AFTER I RECEIVED A TRACKING CODE BY ** IN JANUARY 2023. SOME HOW MY TABLET GO LOST IN TRANSITION BY FED EX. I LOST THE RECEIPT AND I EXPLAINED THAT TO YOUR ** EMPLOYEE *************************
  ACCORDING TO ************************* THE **** MANAGER SENT OUT THE INCORRECT TRACKING CODE . ************************* PROMISED TO ASSIST AND DID NOTHING OF THE ASSISTANT. I SPOKE TO ****************** WHO TOLD ME TO RETURN TO FED EX WHERE I SHIPPED MY TABLET AND SEE IF I CAN GET A COPY OF THE RECEIPT. *********************** STATED SHE WOULD BE CONTACTING THE LASION AT FED EX TO RECOVER MY TABLET. I WENT OUT IN THE FLOODING RAIN TO THE FED EX AND SPOKE WITH THE ASSISTANT MANAGER WHO THEN TOLD ME THAT THEY COULD NOT RETRIEVE MY RECEIPT FOR THE TABLET UNDER MY NAME BECAUSE ** PAID FOR THE SHIPPING. THE ASSISTANT MANAGER STATED SHE WOULD LOOK AT THE ***** FOOTAGE FOR THE *** I DROPPED OFF MY TABLET. I RETURNED TO THE FED EX AND AGAIN SPOKE WITH THE ASSISTANT MANAGER WHO THEN PROVIDED ME WITH THE TRACKING NUMBER FOR MY TABLET SHE ALSO GAVE ME THE PERSONS NAME AT ** WHO SIGHED FOR MY ** TABLET THAT WAS SENT IN FOR REPAIRS. I THEN SENT ***** A EMAIL WITH THAT INFORMATION, **************** HAVE DONE NOTHING REGARDING MY TABLET THAT WAS NOT 6 months old and under warranty. 
  

  I AM SO SICK OF THIS TREATMENT BY ** AND THERE STAFF I AM SO DONE. AT THIS TIME I AM REQUESTING TO HAVE ** SEND MY BOXES FOR THESE PRINTERS SO I CAN RETURN THEM AND I NEED TO KNOW WHERE IS MY ** TABLET IN SENT IN FOR REPAIRS. I NEED TO BE REFUNDED FOR THE ** EQUIPMENT AND THE OVER CHARGE FOR PRINTING WHICH ************************* STATED SHE WOULD HELP WITH THAT PROBLEM ALSO AND NEVER DID. 

  I HAVE RECEIPTS FOR EVERYTHING I HAVE STATED ABOVE ****** UP WHAT I AM SAYING IS THE ***** AND HOW DIRTY, DECEITFULLY, DISHONEST AND LOW DOWN THE ** STAFF HAS TREATED ME AND HOW THEY REFUSED TO DO THERE WORK. 

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

  Business Response

  Date: 05/03/2023

  HP corporate escalations rep. has reached out to the customer several times via email and phone. The customer did not respond or follow up with the requested information needed.

  Regards, HP Inc.

  Customer Answer

  Date: 05/04/2023

   
  Complaint: 19855017
  
  I am rejecting this response because: that is a big fat lie. I can produce phone records which show that I have call ** technically support, HP Instant Ink numinous times and they refuse to help. I have attempted to speak with a manager and they continue to tell me that a Department Manager will get back to me in 48 hours which ALMOST NEVER OCCURS . I have received a phone maybe-once or twice and that is from one of the supervisors who will leave a short message and dont leave a return number. I dont  feel comfortable with the bold face lying that continues to occur by **. I am constantly being left on hold for extended amount of time without receiving help. I am also being hung up on without receiving any help. Please note ** records these phone calls so I can prove that what I am saying is the truthI also want to see what emails that I am not responding too. 
  

  I dont know anyone who would not follow up on something like this. Please lets review the facts: 

  I have TWO ** PRINTERS STILL UNDER WARRANTIES THAT HALF WORKS. I HAVE RECEPT FOR PRINTING  FROM STAPLES BECAUSE OF THESE TWO MESSED UP PRINTERS THAT DONT REALLY WORK LIKE THEY ARE INTENDED TOO THINGS  I SENT IN MY ** TABLET THROUGH *****  AND ** HAVE LOST MY TABLET WHICH WAS ALSO UNDER WARRANTY.. ** HAVE REPLACED THE PRINTERS TO ONLY  HAVE THE SAME THING OCCUR.

  I DONT UNDERSTAND HOW I AM PRESENTING THE SAME PROBLEM AND THE RESPONDS IS ONE OR TWO SENTENCES OF SOME LIES. 

  I AM SICK AND TIRED OF THIS JUST SEND ME THE ** BOXES SO I CAN BOX UP THESE PRINTERS BACK TO ** FOR A REFUND. I AM ALSO REQUESTING TO BE REFUNDED FOR MY ** TABLET THAT ** STOLE FROM ME. I HAVE LOOKED INTO ANOTHER PRINTER WITH A DIFFERENT COMPANY WHO HAVE THE SUPPORT IN WOULD. 

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

  Business Response

  Date: 08/09/2024

  Ref: ********** + multiple other complaints - 03/05/2023 - Printer reported offline; CU refused escalation to Tech Supp Team. Throughout support journey, CU refuses to speak with agents, only wants to be connected to "higher-*** or boss". 03/30/2023 - Printer connectivity to internet issues. CU refused multiple offers for support. CU unable to provide requested information neccessary for HP to provide assistance. Efforts to assist were stalled by CU's lack of proof of claims as stated. CU ceased all communication with HP.

  
  

• Initial Complaint

  Date:03/27/2023

  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.

  The company charged me for an item full price, several months before the supposed back order was even supposed to ship. Every company since the **** of online ordering, only places a pending hold on your credit card for items that won't ship until long in the future. There's no reason for my credit card to have a complete charge posted on my credit card statement do this month, when I'm not going to receive the product from HP for several months. By that point I will be past the return and dispute period by the time I actually get my item. I contacted customer server was supervisor **** created Case #CAS-2113292-Y0W2T5 to refund my money. This needs to be on record as to how NOT to do a pre order

  Business Response

  Date: 03/27/2023

  HHO Shopping has reviewed the complaint- please provide the ** shopping order number or proof of purchase. We do not see any charges under the name and email address, there was only a hold before the product ships.

  Regards, ** Inc.

• Initial Complaint

  Date:03/27/2023

  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.

  3-25-2023 Letter sent to HP CEO on 2-23-2023. No response ever received. I have had four HP Printers in less than six /eight months. All of these printers malfunctioned within less than a month or so. The first two showed an error message "PAPER JAM when the was none. The second one would not print double sided, the first side came out OK but the second side was smear of side one and side two. The fourth one: after I had used up the ink cartridges sent with this printer I inserted the new cartridges sent to me through the instant ink program. An error message read, "PRINTER IS NOT REGISTERED IN INSTANT INK PROGRAM." I have had a few HP printers and never had to register them, nor do I know how and at this point i don't want to. Also I have been an instant ink member for over a year. I want a full refund for the ****e printer in my possession plus tax ($238.35) and a pre-paid addressed label return slip. I will send this printer back when i receive my refund and the pre-paid return slip.case #'s include: 855 027 ****, ************, and the latest 510 161 ****. please anything you can do to speed this long delayed request along would be greatly appreciated. ***** at ******************** or ************. i do not know how to upload documents. HP should have all three contact letters in their possession.

  Business Response

  Date: 04/06/2023

  HP Instant ink case management team will reach out to the customer.

  Regards, HP Inc.

• Initial Complaint

  Date:03/27/2023

  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 had my printer for the longest time. I use it for my veteran owned small business. It scans and prints and helps me work. HP locked it up unless I would sign up for their account. It will not work unless I am paying them monthly for ink now. I cancel my ink and monthly payment then they lock up my scanner app so I cant scan anymore. I agreed to pay $3.99 a month for ink then notice in my credit card history HP is actually taking $16.99 from me then when I cancel because HP snuck me on that they lock up my scanner by messing up the app and telling me I have to call in to where your employee can "help" me get it fixed while trying to sell me on the monthly payment. Get it together. Last HP product I ever buy,

  Business Response

  Date: 03/27/2023

  HP Instant ink case manager will contact the customer- Reference case **********.

  Regards, HP Inc.

• Initial Complaint

  Date:03/27/2023

  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.

  The $1,000 HP computer I bought was damaged when I took it out of the box. A shattered internal screen. There is a one year warranty and I purchased this less than three months ago. I have made many phone calls, each lasting more than an hour, sometimes more than two hours. I'm promised that my case has been escalated, but the reps cannot get through to the escalations department. I'm told they'll call me back, but they do not. I have now been told to call back on Monday after two and a half hours on the phone with them. I think this is a ploy to get customers to give up. I can't get them to the status where they finally replace the broken computer.

  Business Response

  Date: 03/27/2023

  HP Case manager has been assigned to the case **********. The customer will be contacted by our case management team within 1 business day.

  Regards, HP Inc.

• Initial Complaint

  Date:03/27/2023

  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.

  HP *********** is a fraud and does not use proper business practices. I got a new HP instant ink printer. It came with 6 months free ink. (I canceled my prior HP instant ink printer- I no longer can see my invoices prior to December 9, 2022).When reviewing credit card. HP ink billed Dec 29, 2022- **** Jan 27, 2023- **** Invoices from HP from December and January show a bill of $0. Spent over 1.5 hours on hold and bill could not be explained.Credit card, expired. Company paused printer before 3/25/23 and when called HP representatives stated I must pay past due balance on account. When looking at hp account summary, no bill was available with a past due balance. Email from company stated credit card needed to be updated by 4/22/23 or I could lose printing ability. Representatives could not explain why printer was paused a month before date in email. Representative could not provide a bill for amount owed only a verbal amount. When asked for bill, he stated **** is generated after payment is drafted.First phone call with hp, when asked for a supervisor, HP hung up. I was on call for an hour. Second phone call spent 30 minutes re-explaining and asked for supervisor and spent over 15 minutes on hold.

  Business Response

  Date: 03/27/2023

  HP Instant ink rep will contact the customer, reference Case **********.

  Regards, HP Inc.

• Initial Complaint

  Date:03/24/2023

  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 ordered an ** spectre laptop with an care pack warranty on 5/29/19. The warranty came with a $350 rebate if I didn't use the warranty in three years. I did not use the warranty and I am eligible for the rebate. I submitted the rebate form to the ** email provided on 6/5/2022 and I have received no response from **. I have called customer services multiple times and no one has the authorization to complete my rebate or even know what I am talking about. ** scammed me and multiple people on the ** community forum.

  Business Response

  Date: 03/27/2023

  HP *************** team has assigned to the case to our Care pack rebate department. The customer will be contacted by the team.

  Regards, HP Inc.

• Initial Complaint

  Date:03/24/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a deskjet **** it was working fine until I did live chat with their employee who was helping me to set up my discount on ink. Now my paper wont feed into the device in it was working great until then I need my printer for work

  Business Response

  Date: 03/27/2023

  Thank you for contacting the Consumer Escalations Team.
  
  This escalation has been assigned the following Case Ticket number **********.
  
  A Consumer Support Case Manager will be contacting the customer within 1 business day (unless otherwise specified). 

  Regards, HP Inc.