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

• 

  HP

  PO Box 5138 Lutherville Timonium, MD 21094-5138

• 

  Hewlett Packard

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

• 

  Hewlett Packard Company

  45 BARNWOOD CT FLORENCE, KY 41042-9110

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:03/17/2023

  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.

  On March 7 I had to spend couple hour on the phone with ** support because the printer was not working. They had me reinstall driver and then it was working. The next day the printer was not working again AGAIN and I had to waste AGAIN lots of time to repeat the same procedures, with the SAME final result of having a new printer not working. It turned out that ** had actually DISABLED! my printer because the ** inkjet subscription linked credit card had expired. However they did not warn me, nor their own support!, but they just emailed me that I had time till april 15 to renew the Inkjet subscription. I am definitely not inclined to renew anymore and that I cancelled the subscription since these events. Now the printer is still disabled, even with a new ** cartdridge that I bought myself. THEY HAVE to reenable printing!!!!

  Business Response

  Date: 03/20/2023

  HP Case manager will contact the customer, reference ********** has been re-escalated.

  Regards, HP Inc. 

  Customer Answer

  Date: 03/20/2023

   
  Better Business Bureau:
  I'll wait for their call and waste more time on the phone with them.  In mean time my printer is still disabled by them. 
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/17/2023

  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 HP desktop computer that is still under warranty. the computer crashed and continues to do a restart loop where it says computer encountered a problem. I ran through trouble shooting with HP, holding for numerous hours and ultimately they've determined that they needed to send me a recovery disk. I receive it and continue to have issues. After another protracted hold, the tech says they want me to try another recovery disk. They claim they're sending me another one, but I have not received any tracking or any information. Additionally, I have unequivocally expressed that I would like this computer to be sent to HP, or to have this device exchanged. the hurdles and obstacles placed by HP in getting assistance for a faulty device is unacceptable. I have patiently waited and received guidance from their tech support to no avail. I cannot continue to waste numerous hours repeatedly going through the same troubleshooting steps. My case number is **********. There are several resolutions I will be satisfied with. I would either like a refund of the device (and I am happy to return it to them), OR an exchange of the device, OR to have them take in the device and repair it.

  Business Response

  Date: 03/20/2023

  HP Case manager has placed an order for the ************** for the customer- March, 18th.

  Ship To Address
  *****************
  *********************************************************************
  11756-5203
  **********************
  Payment MethodFOC
  Shipping MethodFedEx 2Day
  StatusOrder created and ready for shipment

  Regards, HP Inc.

  Customer Answer

  Date: 03/21/2023

   
  Complaint: 19614575
  
  I am rejecting this response because: This is now the second recovery media file they sent me that has not resolved my issues. The same error message occurs again when attempting to factory reset my computer. the call center for HP is grossly unhelpful and I can confidently assure that I will waste several hours of my time if I called them, after which the device will remain inoperative.. My device remains under warranty and not working. I would like an exchange or a refund of this product. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/18/2023

  The case has been re-escalated to a Senior case manager for customer contact- New case reference **********.

  Regards, HP Inc. 

• Initial Complaint

  Date:03/17/2023

  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.

  InstantInk is objectively a bad deal for me. I was forced into continuing the membership because I can't purchase comparable ink cartridges on my own.. The printer literally stopped printing until I updated my payment information. I've owned my printer for several years. InstantInk has cost me $342 to-date, and I've only received one set of full (not initial trial) cartridges. They still have a lot of life left. Without active management of the account, with low usage I simply accrue cost. This outcome is the exact opposite of what the program was supposed to do, per program marketing. ** generally produces very good products. It is a good brand. Lately the ** business practices have seemed predatory. My concern is exemplified by my experiences with the InstantInk program. I'm optimistic that ** will stop cutting corners and offering customers bad deals. I'd like to continue to use the company products. I'm merely looking for better experiences and perceived consumer value. Thanks!Background: -** OfficeJet Pro **** series purchased ~September 2019 for ~$400 -Single set of replacement cartridges still show 80%+ remaining ink (least volume remaining cyan cartridge)-Printer would not print today, due to problem with InsantInk account, until payment info updated -InstantInk charges of $342 to-date, with one set replacement cartridges received -Objective, easy-to-evaluate information on InstantInk program and device usage is not readily available to consumer (usage history, history of charges, ink volume for comparable cartridges available to consumers)-** customer service representative was not able to objectively describe InstantInk value over traditional cartridges -Per representative, ** does not make same quality and capacity cartridges available to consumers without subscription model *******************************, MS ******* Eng, PMP, MBA P.S. ** is now offering a subscription model for printer paper. I hope that's a better deal for consumers!

  Business Response

  Date: 03/20/2023

  HP Case manager assigned to case reference **********. Instant ink team will contact the customer.

  Regards, HP Inc.

  Customer Answer

  Date: 03/23/2023

   
  Complaint: 19614037
  
  I am rejecting this response because:
  

  The 3rd party representative (contracted by HP) could neither provide a reasonable settlement, due to strict business rules, nor even tell me the name of the company they work for.

  Im expecting the settlement offered is objectively less than 1/3 of value Ive already paid to HP. 
  

  ***** was a smart, reasonable representative to work with. She simply lacked the authority to adequately settle the concern, and ostensibly her company prohibits her from escalating the concern; to adequately settle the complaint. 
  

  ***** very helpful; however, in helping me understand that a statement initially provided by the InstantInk customer representative was objectively false.

  Keep trying HP! The company can do better, and I am optimistic that it eventually will!

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

  Business Response

  Date: 04/18/2023

  HP Case reference- ********** - The customer accepted a E-coupon and case was resolved/closed April 17th.

  Regards, HP Inc., 

  Customer Answer

  Date: 05/02/2023

   
  Complaint: 19614037
  
  I am rejecting this response because:

  HPs response to my concerns was poorly coordinated and inadequate. They shut off my InstantInk subscription and gave me some substitute ink cartridges free of charge. However, I informed them (the third party contracted by HP) that I viewed their resolution as inadequate. The representative informed me that there were strict rules for what they could do, and they could not provide more consideration.

  The representative either lied to me or did not have accurate information, in one respect. She told me InstantInk cartridges have the same capacity and cartridges consumers can purchase independently. They do not. I weighed my partially used cartridges. Color: InstantInk weight / commercially available weight as follows - Black: 111g/74g, Yellow: 50g/37g, Magenta: 50g/37g, Cyan: 41g/38g. Once I switched to the alternate cartridges my printer stopped working reliably. I was in a pinch, so I re-enrolled in InstantInk. Even that process was painful.

  Ive had other HP interactions, too, which were equally as miserable. A customer service agent offered to waive a restocking fee on a returned extended laptop monitor. He said he needed a serial number that was no longer in my possession, and he couldnt get it through HP or its part numbers.
  

  My computer also malfunctioned and locked me out. It took about two hours and $65 to sort that out. The representative I worked with wanted to wipe out all the data on my computer. I convinced him to help me try other options, and we successfully reset all my authentication mechanisms.

  I continue to be massively disappointed with HP products and services. The only thing worse has been the live support to troubleshoot my concerns or feign interest in providing adequate responses to my complaints.

  Id rather not be harsh, nor need to invest the time in raising these concerns. However, I feel obligated to provide them the feedback needed to improve, and share my concerns so other consumers can make more informed decisions.

  Sincerely,
  *******************************, MBA, PMP, MS ******* Engineering

  Business Response

  Date: 08/09/2024

  Ref: ********** - 03/14/2023 - Instant Ink payment issues. CU no longer intersted in II subscription; refused to update payment info. Ref: ********** - 3/20/2023 - agent educated CU on their selected plan level, actual print usage and of two sets of cartridges already received. CU disputes quantity received and asks for subscription refund ($370.36) and two sets of XL cartridges. Agent offers to cancel subscription or keep plan with two free months. CU wants to cancel and receive two free sets of non-II cartridges. Agent offers one set of cartridges. CU agrees. Agent cancels subscription as per CU instructions and sends one set of cartridges. Additionally, CU requests $30 restocking fee refund for returned monitor. Ref: ********** - 3/27/2023 - Agent requests POP and serial # for monitor. CU states no longer interested in restock fee refund; agent offers $25 coupon. CU agreed to coupon (4/12/23). Ref: ********** - 4/28/2023 - CU states unable to log on to laptop; states password and finger scan not working. Agent assisted to reset password. CU now able to successfully log on to laptop.

  
  

• Initial Complaint

  Date:03/14/2023

  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.

  Jul 03, 2022, I bought an OMEN by HP 45L Gaming Desktop PC for $1,695.82 and that is when my first, problem started with this company. The first problem that I encountered with this company started with shipping, my shipping date was set for Jul 18. When July 18 came, I was eager to receive my gaming pc I thought my ******** businesses were starting to grow a little & this pc would have the power that I need to handle anything but was I disappointed. long story short hp kept pushing my shipping date back without informing me I had to call them several times to get an update on my product. I was furious they gave me many excuses, a big company like hp making promises they couldn't keep was not a good look. It seemed like I was being scammed, I didn't get my pc until January. When I did receive my pc, I let the fact it took so long go. Now what truly bothered me, I played for many features & upgrades to increase the performances of the *** 32gb memory 2 hard drive a ********* hard drive a higher graphics card. when I looked at my system settings, I realized that is not what I got the spics that I paid extra for was not what I got. My memory was 16GB not 32gb like I paid for. I didn't get the 2tb NOR the 1tb Dedicated hard drive I paid for; I got a 400gb hard drive nor all the other little things I asked & paid extra for. It truly broke my heart that I got scammed like this more importantly I bought this computer to help with my nonprofit business so I can help as many people as I can but when companies are scamming its customers from a few 100 bucks whom can you trust? I know they'll just say it was an error, but they had over half a year more than enough time to get it right 5- 6 months. I patiently waited.

  Business Response

  Date: 03/15/2023

  HP case management team will contact the customer- reference- Case **********.

  Regards, HP Inc.

• Initial Complaint

  Date:03/13/2023

  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 an HP printer through Ftd/**************. They have not fixed the printer and they have cost me money and time and loss of business

  Business Response

  Date: 03/15/2023

  HP *************** team will reach out to the customer- Case **********

  Regards, HP Inc.

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19590855
  
  I am rejecting this response because:  I spent hours on phone other day trying to get help, you refused.  Now you need to pay for my printer, my time, and my loss of business
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/13/2023

  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.

  ** refuses to let me choose my replacement option therefore violating a law of warranty fraud.

  Business Response

  Date: 03/14/2023

  HP case manager was trying to get a hold of the customer via email and phone regarding printer. Case 5101784708.

• Initial Complaint

  Date:03/11/2023

  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.

  On 11/16/2022 I purchased a HP printer **** All in one Serial # ************ registered the product on line and provided HP with my email address. I received an offer: Get free cartridge as appreciation. I agreed. Soon after I received an email telling me a need to buy new ink cartridges. It is too soon. I didn't agree. HP the hijacked my printer and is now holding it hostage. I can't print anything unless I buy more ink from them. The saying: If it too good to be true, it likely is, applies to HP Do not accept offer from them. Unless HP releases my printer unconditionally, I will not buy any HP products again.

  Business Response

  Date: 03/14/2023

  ** Previous Case **********. The customer will be contacted by our ********************** ink team.

  Regards, HP Inc.

• Initial Complaint

  Date:03/11/2023

  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.

  Purchased printer new in box from ****** 9/29/2021, box states 2 year warranty. HP says warranty expired 6/24/2022. Filed the dispute of warranty and included proof of purchase but have not received any response. The document feeder on the printer states it is jammed even though it does not have anything in it. For some reason the document feeder being jammed prevents the printer from printing, making the printer totally useless as a scanner or a printer.

  Business Response

  Date: 03/14/2023

  The case has been updated. Case 5101797749 - customer will be contacted by our HP case management team. 

  Regards, HP Inc. 

• Initial Complaint

  Date:03/10/2023

  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.

  On September 14, 2022, I purchased ** 990X ink cartridge for $223.98 from third-party Staples.com (order #**********) as backup ink for my ** Color LaserJet Pro MFP M479fdw printer given the ** website stated ** 990X ink cartridge would be compatible with this printer. As I typically purchase ** 414X toner, I contacted ** customer service to confirm that the 990X ink cartridge would indeed be compatible with my printer, and they responded by email confirming. On March 9, 2023, upon depletion of our current toner, I opened the ** 990X ink cartridge box to replace the ink, but the cartridge did not fit the printer. I contacted ** customer service to report the issue. They stated that the current product page does not state that the 990X ink cartridge is compatible with this printer and that I would need to contact Staples.com for a return, as I had purchased from the third-party. Staples.com will not refund opened ink cartridge boxes. However, the issue is based on the manufacturer, **, falsely stating that the ink cartridge would be compatible with the printer, which, based on the date of my inquiry and a question posted on the ** product page by another consumer three months ago, must have been stated online for a minimum 2-3 months - enough time for multiple consumers to have made the same incompatible purchase. ** customer service has refused to provide a credit, exchange, or refund for this purchase which was prompted by their statements on the official ** product page.

  Business Response

  Date: 03/15/2023

  HP Case 5101804200 has been assigned. A case manager will reach out to the customer.

  Regards, HP Inc.

• Initial Complaint

  Date:03/09/2023

  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 a brand new HP Envy computer 4 1/2 years ago. Lets remember this is a $1000+ computer, it has been taken care of beautifully and looks just like new. Until 3 days ago the left side by the hinge clicked and now the screen and outside casing are separated and coming apart. This has been out of warranty as they say but I go and find more than 30 cases within 5 min of the exact same thing happening to others with this sake computer. Clearly this is a manufacturer error and just because mine took 4 years instead of the usual 1 1/2 I have been put in a spot to have to cover a repair. There is no reason a computer that is supposed to be as good as this should ever have a screen popping out for no reason after 4 1/2 years. Absolutely ridiculous that a manufacturing error should be hidden and I should have been told about it right when they found out it was a common theme. I most definitely would like a fix of some kind thats does not require more money out of my pocket. Im a broke college student who needs a computer for everything now. HP needs to figure something out.

  Business Response

  Date: 03/14/2023

  HP Case -5101411640

  Case manager checked with the product details as the unit has past the warranty informed the cx that the warranty as expired and informed him about connecting the call to *** team and also informed him about the *** fees, Product is over 4 years old. 
  >cx denied to it at first and asked for a supervisor however convinced the cx about explaining him about the *** and cx agreed for the transfer-

  HP Inc. 

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19577493
  
  I am rejecting this response because: This product has a manufacturing error I should have been made aware of. This hinge problem Is widespread across this model. 

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

  Business Response

  Date: 03/28/2023

  HP Case -5101411640
  Case manager checked with the product details as the unit has past the warranty informed the cx that the warranty as expired and informed him about connecting the call to *** team and also informed him about the *** fees, Product is over 4 years old. 
  
  HP Inc. 

  Customer Answer

  Date: 04/27/2023

   
  Complaint: 19577493
  
  I am rejecting this response because: The product had a manufacturing error and I should have been informed of that when it began showing as a problem. If manufacturers make mistakes I shouldnt have to cover a fee. Also I was originally told they were unable to fix it, so that was new information when they told me later. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/03/2023

  HP Case -5101411640
  Case manager checked with the product details as the unit has past the warranty informed the cx that the warranty as expired and informed him about connecting the call to *** team and also informed him about the *** fees, Product is over 4 years old. 
  
  HP Inc. 

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 19577493
  
  I am rejecting this response because: that is the same response as last time.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/29/2024

  HP Envy x360-15m-bp112dx (1KS76UA) 8CG8053LNN [M8]

  Current Warranty: 2018-05-18 - 2019-05-17 Out of Warranty for ***** Days

  End of support date: 08/2021

  No Service Orders found for the Model & Serial: ******* & 8CG8053LNN

  No Agreements found for the Model & Serial: ******* , **********

  5101411640         03/6/2023 hinge issue

  5101412807         03/6/2023 Escalation call /obsolete device hinge issue, screen popped out

  5101412236         03/6/2023 Screen part out /obsolete device

  5101537525         03/8/2023 ESC/CONSUMER/ EXPLANATION EDUCATION/ OOW: informed about limited warranty.