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

• 

  Hewlett Packard

  150 13571 Commerce Pkwy Richmond, BC V6V 2R2

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:03/21/2023

  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 bought an ** laptop in December 2019, along with a 3-year "** Care Pack" for $197.99. For the Care Pack, they said it was completely refundable (you would get a rebate for the entire cost) if you didn't use it during the 3 years. I ended up never using the Care Pack. In December 2022, after the 3 years was up, I sent in the form that ** has on their website to claim the rebate. I included the hardware serial number, the Care Pack SKU, and all my contact information. I never heard back from them. I emailed again on 3/1/23 to check on the issue. Never heard back. On 3/18/23, I tried to contact ** support to ask about the issue, but there is simply no way to contact them about the issue except for the one email they provided (the one I never got a reply from). I investigated other ** ***************** posts and there were a LOT of messages all saying the same thing (people are trying to get their rebate but ** never replies, they get sent a link to a dead webpage, or told to call a phone number that isn't connected to anything). A ****** search on the issue also showed a TON of people with the same complaint as me. They bought the ** Care Pack, and now are unable to get their rebate (and have gotten no reply from **).I would like BBB's help to resolve this issue and get me my rebate for $197.99. I also would like to generally raise a complaint about **'s shady practices around rebates. I feel it is a false promotion, and they have taken a lot of money from their customers in the form of "** Care Packs" that they never intended to return. Maybe they will say something like 'the terms and conditions were not met', and refer to some tricky little detail that was never communicated as a legal loophole to get out of paying, but that is not acceptable either. I fulfilled my end of the arrangement fully, as it was explained to me at the time of purchase and at the time of submitting the rebate claim.

  Business Response

  Date: 03/22/2023

  HP case management team has received the customers complaint. Our Care pack rebate team will be contacting the customer via email/phone within 2 business days.

   

  Regards, HP Inc. 

  Customer Answer

  Date: 04/18/2023

   
  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:03/21/2023

  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 printer fw183 model about a year ago.It continues to have connection issues, and I have had continuous support calls over these issues.If they have got it working it has only been for a few days.The eprint issues have never been resolved or why it keeps loosing connection with the computer.Currently, even when hard wired it will not print.The last few request for support have gone unanswered.All request for replacement have also gone unanswered.At this point I would like a return and refund.

  Business Response

  Date: 03/22/2023

  HP *************** will follow up with the customer.

  New case ********** Customer Complaint-*************************** - Previous Case **********.

  Regards, HP Inc.

  Customer Answer

  Date: 04/18/2023

   
  Complaint: 19623427
  
  I am rejecting this response because:

  HP has failed to call at the arranged times.

  Every time I have called, the representative unavailable recording then a disconnect.
  
  Sincerely,
  
  *************************** ***************************

  Business Response

  Date: 05/02/2023

  HP Case manager tried to make several attempts to contact the customer. The case has been re-escalated to a New case ********** for customer contact.

  Regards, HP Inc.

• Initial Complaint

  Date:03/21/2023

  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 bought a computer from HP.com, and it had an option for a 3 year care pack (service plan) and it said online full refund if not used. i called up to find out the details and the rep over the phone said anytime after 3 years i just need to call up the serial number of my computer and they'll refund me.after 3 years i called up they transferred me numerous times and they said i need to fill out a rebate, and email it to *********************************** which i did on november 27 and i didn't get a reasonable response.i believe i deserve a full refund.additionally they never sent instructions or terms for a full refund. (that i remember)** law

  Business Response

  Date: 03/22/2023

  HP *************** team will contact the customer regarding the extended warranty. Reference Case **********.

  Regards, HP Inc.

• Initial Complaint

  Date:03/21/2023

  Type:Order 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 want to file a complaint with the BBB.I also have a complaint with consumer complaints, ********** of ******** *************************** My old computer gave a false error code, that I needed a new battery. I panicked and called HP store for help. Short version, the sales person misled me. Didnt order what I asked for, which still hasnt been resolved for full refund of $748.95, is the care pack and laptop and a way to send the lemon back. My issue is complicated, but now the new laptop is telling me, to replace the battery, about one year after purchase. Hewlett-Packard Company is terrible. All feels like a giant scam. They just keep giving me a run around. Could of resolved this the first time I called last year.

  Business Response

  Date: 03/21/2023

  HP shopping **** rep. checked the order # H347428786- This order is from 01/22/2022, and delivered 02/22/2022.   More than a year ago.  Due to the age the team cannot process a full refund for the product. 

  Regards, HP Inc. 

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19625967
  
  I am rejecting this response because:

  What HP said:
  HP shopping **** rep. checked the order # H347428786- This order is from 01/22/2022, and delivered 02/22/2022.   More than a year ago.  Due to the age the team cannot process a full refund for the product. 
  Regards, HP Inc. 
  
  Not a true statement HP gave.
  
  My response:
  I (did not) purchase the laptop on 1-22-2022, it was purchased 1-24-2022, transaction on my statement is 1-25-2022 posting date 1-26-2022.
  

  My laptop (was not) delivered on 2-22-2022.  Fed Ex brought it to my home on 2-14-2022 just after 11am PT.
  
  Since 2-24-2023, I have been promised to have a new case manager contact me.  Has not happened yet.
  I've called HP several times.
  Last time I called HP was Thursday 3-23-2023, case manager *******, promised the supervisor of ******, would call me, still has not called me.  *******, promised to take care of this matter, I'm still waiting.  
  That phone call lasted 2:42:48.
  
  Sincerely,
  
  *** A *****************************

  Business Response

  Date: 04/03/2023

  HP shopping case management has reviewed the complaint. A case manager will contact the customer.

  Regards, HP Inc. 

  Customer Answer

  Date: 04/27/2023

   
  Complaint: 19625967
  
  I am rejecting this response because:

  I didn't get a NEW case manager and called several times, because when I call I am told I will get a NEW case manager, then it doesn't happened, so I just keep calling.  I called again, 3-30-2023 at 12:25pm PT and talked with ***********  This response is dated 4-3-2023, that is the day ***** told me I would be getting a call from a NEW case manager again, like all the others have said, but that still never happened.  I got no call from a New Case manager on 4-3-2023. 

  I called ********************** again 4-17-2023 at 8:14am PT.  Talked with *****, again she promised me, that a New case manager would be calling me.  ***** said she would call me back on Tuesday 4-18-2023 around 10 am PT and I was sent a verification email about this, Monday 3-17-2023 at 8:45am PT during my call with her.  She said she's not sure why this went no where after I spoke with ***** and gave me a new case number.  I told her that ***** and *** also promised me I would be getting a NEW case manager and it still has not happened.  

  ****** kept intercepting the other times I was supposed to get a NEW case manager, when I wasn't supposed to be speaking with him anymore.  He then was not telling the truth about calling me after that.  He has only called me on 2-24-203 and again when he wasn't supposed to contact me again, on 3-2-2023, intercepted me from getting a NEW case manager, then the other emails he sent after 3-2-2023 are not true.  He never called me again since 3-2-2023, I spoke to him both times he called me, the second time I talked to him, I told him I was supposed to be getting a NEW case manager, he said he would escalate this, and then didn't.  3-23-2023, I called ******'s number, because that is the only one I've ever gotten and confronted him with this and that call also got disconnected for some reason, just like the first call with him also did.  I called back and he was not available and the phone switched me to speak with ***************  I spoke with ******* for 2:42:48, on 3-23-2023.  ******* also told me I would be getting the supervisor of ****** and a NEW case manager.  Never happened. 

  I am still waiting for this so called NEW case manager to call me.  
  
  Sincerely,
  
  *** A *****************************

• Initial Complaint

  Date:03/21/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have owned my HP officejet **** printer for 5-6 years. Today, without warning HP has updated their firmware and blocked my use of non-HP ink cartridges. The only way I can get my printer to work is to purchase heavily over priced genuine HP ink cartridges. HP was sued successfully for this practice in 2018 and now is re-implementing this already declared criminal activity against consumers.

  Business Response

  Date: 03/22/2023

  HP Case manager will contact the customer- reference case **********.

  Regards, HP Inc.

• Initial Complaint

  Date:03/21/2023

  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 bought two computers from HP one in November 2022 and second one in December 2022. In January HP suggested through an e mail that I should by extended warranty to cover if any damages occur to my computers. I bought the warranty they recommended. Two weeks back one of the computer became inoperable and I reported this matter. After spending so much time on the phone they blamed me for the damage and refused to honor the warranty. If I want get it fixed I need to pay them.

  Business Response

  Date: 03/21/2023

  HP *************** team is working with the customer. Reference case **********. Case notes below

  Cu recieved a box to send into repair and was advised it was "self induced" Cu did not respond to email requesting $323 or send back unrepaired. Advised I would love to look into this and see what we can do. ** said he has owned HP for years and he would love to continue to choose HP. The customer was sent another email to contact his case manager.

  Regards, HP Inc.

• Initial Complaint

  Date:03/20/2023

  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.

  HP instant ink has installed ransomware on my printer. I don't want their HP instant ink service anymore, I did their 6 month free trial and didn't care for it, so I cancelled it and they have put a ransomware on my printer and I am unable to print. To me this seems criminal that they can put ransomware on a printer and block people from using electronic equipment they purchased.

  Business Response

  Date: 03/21/2023

  HP Case manager will follow up with the customer. Reference case **********.

  Regards, HP Inc. 

  Customer Answer

  Date: 04/18/2023

   
  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:03/20/2023

  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 3/12/2023, I contacted HP Tech Support Case Number ********** because I was receiving an error massage, USB device not recognized while I had my HP P500 1 TB Portable Solid-State Drive connected / plugged in. The external drive had worked flawlessly for the past six months as well as my laptop.I was puzzled since both products are very new and I had never had an issue. HP Tech Support said they could fix it and after nearly two hours of troubleshooting, the tech crashed my laptop causing the screen to go black and not power on or off. When I asked him why he destroyed my laptop and didnt fix the external drive problem, he said it was not his fault and did the necessary troubleshooting. He concluded, my laptop was the problem and it needed to be crashed and sent in for repair.I was furious because the laptop was fine; it was the external drive giving me the problem. Arrangements were made for laptop repair but before I unplugged the unit, I tried it one more time and the laptop worked fine. Im not a trained technician but I fixed it yet still had the external drive problem.Ive tried the external drive into multiple ports as well as 6 other computers, all giving me the same error message. The external drive is only six months old and contains very personal and sensitive information. There is a three-year warranty on the drive, but I dont know what to do with it since the data remains on the drive.HP has failed to provide me with quality products and expert technical support. I am reluctant to ever contact tech support in the future even though I purchased and extended warranty. Im also stuck with a six-month-old external hard drive that contains all of my sensitive documents. Ive been a loyal customer for over 30 years and Im beginning to wonder if I will ever purchase a HP product ever again.I representative from HP needs to resolve this issue.

  Business Response

  Date: 03/21/2023

  HP *************** team will contact the customer within 1 business day. Reference case **********.

  Regards, HP Inc.

  Customer Answer

  Date: 04/26/2023

   
  Complaint: 19598757
  
  I am rejecting this response because:

  Princess, a representative from HP Customer Escalations was friendly, courteous and polite but not very convincing along with a transparent lack of empathy.  Her mission was to ignore the products three-year warranty and dismiss the customer as quickly as possible.

  
  According to the warranty I was guaranteed a full refund of $89.99 for a defective product and made whole again.  At first, I was offered a $25 gift card for being inconvenienced and after several phone conversation and persistence the offer was raised to a $75 gift card, not in line with the stated warranty agreement.  Finally, after I persisted, I was able to receive full refund.  HP initial failure to honor the product, led to weeks (3/23/2023 4/26/2023) of bartering and haggling for what is owed to the customer.

  
  Supporting HP unfairness to make the customer whole, most of my questions were not acknowledged addressed or answered.

  
  HP Inc.s revenue was just under 63 billion **** dollars in 2022, with the ******** Systems segment bringing revenue of over 44 billion **** dollars. HP shipped over 55 million personal computers in 2022.  I would think twice about ever purchasing a HP product in the future or recommending it anyone.  Was $89.99 worth it?  No, absolutely not; the customer is abused and not made whole, a truly horrifying experience.

  
  The BBB should investigate HP for unethical business practices and make the public aware of their deceptive policies.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 05/02/2023

  Case reference - Reimbursement was submitted for the customer- Complaint #: ********** 
  Amount: $89.99. The case manager contacted the customer via email May 2nd. 

  Regards, HP Inc.

• Initial Complaint

  Date:03/20/2023

  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 recently purchased a new ** printer and signed up for **s Instant Ink. **s Instant *********** is an automated ink delivery system and is billed monthly. I received ONE shipment of the correct ink. The second shipment was wrong. I have received no subsequent shipments. I attempted to contact HP Instant Ink, I attempted to contact **, I have attempted to email Customer Support and have tried phoning ** and all attempts to speak to an agent have failed. I am being charged $5.99/month for a service that I am not receiving and ** has made it impossible to contact them. The ** Virtual Assistant is the only option and it does not understand the problem. To be clear, I do not wish to cancel this service, I am simply attempting to receive the goods that I signed up for and am paying for monthly.

  Business Response

  Date: 03/31/2023

  HP Instant ink case manager reached out to the customer - Case reference **********. Case was resolved. The case manager will follow up with the customer if there are any other issues.

  Regards, HP Inc.

  Customer Answer

  Date: 04/18/2023

   
  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:03/20/2023

  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 contacted HP tech support about printer issues. They determined the printer was defective and since it was under warranty said they would replace the printer. I was sent instructions to return the defective printer and was told as soon as they received the printer my replacement would be sent. I shipped back the defective printer, and it was delivered on 3/10/2023 at 9:59 am. It has been 4 days and I did not receive any communication the printer was received nor any communication my new printer was shipped. I called twice and was told they received my defective printer but was unable to tell me when my new printer would be shipped. I need my new printer shipped now or be issued a refund. HP has my money and my printer with no information on when a new printer will be shipped.

  Business Response

  Date: 03/21/2023

  Hello, The customers printer was received at our HP service center. The replacement printer was sent out via Fed ex tracking information 395798322076. estimated delivery, Tuesday, March, 21st. Order BTVP3082-01. Case 5101086408.

  Regards, HP Inc.