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

• 

  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:02/20/2023

  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 purchased an HP printer about 13 months ago (1/6/22) and HP has been extremely unprofessional and finally very dishonest in my dealings with them. As I had numerous problems with my HP printer, I decided on 9/23/22 before my standard warranty was over on 1/6/23 to pay $22.00 for an extended warranty for 3 years staring on 1/6/23 which they charged my Discover Card for their ****************** CRM:*************. When I called HP's ********** I was told that I had No Extended Warranty even though I had NOT cancelled it. They refused to honor my extended warranty for 3 years as they said that I was requesting it after the original warranty had expired which was a lie as I had purchased it on 9/23/22. After several e-mails & 1 phone call with their **************** ********** / CRM:0078185001622 to ****************** at *************************, they still refused to honor our original agreement which I had paid for on 9/23/22. I would like my original Warranty Extended Warranty to be reinstated as they have my money and I have NOT cancelled it. HP's Corporate address is: **********************************************************************. I also want future HP customers to be aware of their dishonest business dealings with their customers.

  Business Response

  Date: 03/13/2023

  Hello, Our HP case management team are working with the customer on a resolution- Case **********.

  Regards, HP Inc. 

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19433963
  
  I am rejecting this response because: They have not made an honest, professional response in regards to my complaint. I feel that the printer is a "lemon" as I have been unable to use their HP printer most of the year + that I've had it (50%+)  They have lied and have been extremely deceptive offering me several options that I would have accepted then immediately saying that they weren't available in future e-mails/phone calls. I believe future HP buyers should be aware of their deceptive trade practices before purchasing any of their products as they *********** About Their Future Customers only their bottom line!

  Sincerely,

   *************************

  Business Response

  Date: 03/28/2023

  Case management notes-

   Informed customer that the carepack cannot be reinstate and we can only give $75 coupons however cu wants a money that she can use to buy post warranty. 
  - Cu declined coupon
  - as per the cu her printer stops printing so I offered ** with tech support as last resort of resolution. 

  HP Inc.

• Initial Complaint

  Date:02/19/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  HP has denied my rights of having the printer, with giving me a wrong model, and then taking my money and now they do not want to give it to me back

  Business Response

  Date: 03/13/2023

  Hello, Please provide the correct customer phone number and address information. Also, please provide the model and serial number of the product.

  Regards, HP Inc.

• Initial Complaint

  Date:02/18/2023

  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.

  Bought this HP Z2 Small Form Factor G4 Workstation on 12/30/20, warranty was good until 01/09/23. Worked fine until 11/29/22, noticed processor fan running endlessly and loudly, checked all updates are OK, no system error, I use a program to check the processor temperature and it was reading 65 Celsius which is OK, yet speed becomes sluggish. Per HP website, there is enough distance between the back of this ** and the wall, no items are placed on the cover, BIOS is updated, no distractions front, and back ventilation are clean, yet it kept on having this issue I have to shut the ** down, cool the heat sink with small handheld fan then it works for 2-3 day, and the cycle starts again. On 01/03/23, called HP they created a case ********** and even though they were provided the correct specs, the incorrect fan was sent. After a week, they send the correct fan. After it was replaced, it worked for 2-3 day, the issue is back. And the case was closed, another call to their unprofessional customer service and another run around they determined that the processor needs to be replaced. Amazingly, the received processor was defective, so they determined to change the processor and the motherboard which was delayed. Finally, both were replaced on 02/13/2023, worked fine for 2 days, then back to square 1. Another call to tech support on 02/14/2023, after 48 minutes **** the tech hang the line on me although she stated to hold the line, she is consulting her colleagues. Last call on 02/14/2023, Mr. *********** the only one who really knew what he was doing, spent 65 minutes and did some updates, and the ** was working fine for 02/15 &16/2023. As of yesterday 02/17/2023, until today 02/18/2023 ** s processor temperature with no load or stress is between ***** Celsius. You can hear the fan running high, when it reaches 81, I have to shut down, use the with small handheld fan until it cools then power it on again. Other case #s are *********** and the last one is **********. The issue is not resolved after 6 weeks and rebuilding the hardware is not resolved. I have other HP Pcs none of them have this issue, and ***** spec states that the processor will work until 100 Celsius yet the speed is dropped down dramatically.

  Business Response

  Date: 03/15/2023

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

  Regards, HP Inc.

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19429191
  
  I am rejecting this response because:

  Chelsea from HP contacted me, nothing happed so far, issue still persist. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 03/28/2023

  HP Case 5101859951 is open- Case manager tried contacting the customer.

  My name is *******, and Im here to help resolve your issue.
  Your complaint number is 5101859951 
  You may call me at ********************************. 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: 04/27/2023

   
  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:02/18/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 20, 2023, I purchased an HP Officejet 200 Mobile Printer with order number H352979959. The printer was supposedly shipped on January 23, 2023, and delivered on January 26, 2023. ***** allegedly delivered the package without requiring a signature, but I never received it. On January 31, I emailed HP to ask if anyone had activated the printer since I hadn't received it. On the same day, ****** sent me a canned response about checking my surroundings, neighbors, and housemates. On February 3, I replied that I hadn't seen anything, but I never heard back. Having attempted to get a replacement but failed, Im only interested in getting a full refund as I have already purchased a canon printer from Amazon, which *** delivered. I have attached the emails that corroborate my claim. Please refund the $422.65 for the missing package.

  Business Response

  Date: 03/24/2023

  HP Shopping rep has been assigned the escalation. They are working with the courier and customer.

  Regards, HP Inc. 

• Initial Complaint

  Date:02/17/2023

  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.

  HP **** printer bought 4 yrs ago. Day one the **** TO EMAIL FUNC. would lose its functionality. Am a member of the Instant Ink program and was told each time I called ************ that I was entitled to free tech support. Over the course of 4 years, I called 6 times for the same issue. Each time techs took a while to fix it. But- it never really was fixed. The other day I called because the func. would not work again. Overseas Tech told me the printer was obsolete and "we" cannot provide you any help. I told them I was a member of Instant Ink, and I was told I would get help. HP NEVER, EVER notified me via email that printer was obsolete, so no tech supp. A Supvr. gave me a onetime courtesy to have it fixed. ******* was my man. He told me his "tools" were down, and he would call a few hours later to update me. Of course, he failed to call. I wrote him emails asking what happened. He never replied. Next day he writes me a sorry letter. NONE of these people seem to read the notes. He would have seen fixed by ****** S the night before. I called back the next day because the func. failed again. Readers should know that HP did not write any firmware updates to correct this issue. Next day called back asking for **************** Tech guy says he does not come up in the directory. I wrote ****** & never wrote back.I requested a new printer that was equiv. to mine at HP's expense. The problem will never go away, and no Tech supp. **** calls me the next day offering me a discount on a new printer. There was not a printer in sight that she could offer me a discount on. Poor representation for HP. Buy one here for same price. An appt was made for the Escal. team to call Thurs. Feb 16th at 7PM est. That time came and went no call. Called day later. Ans. was still will call you. Appear to not even know who is working on their team. They claim to be all for customer. Kind words are all scripted. Conclusion Right hand does not know what left hand is doing. Need contact from ***.

  Business Response

  Date: 03/20/2023

  HP case manager has been working with the customer on a resolution. Case **********, offered customer a e-coupon toward another product.

  Regards, HP Inc. 

  Customer Answer

  Date: 03/20/2023

   
  Complaint: 19425255
  
  I am rejecting this response because:

  I asked to speak with an HP manager or customer relations specialist in **********

  I was told there was no one available from ********** to speak to.

  The person who addressed my concern offered me $25 towards a new printer. This wouldn't even cover the tax on a new printer.

  What HP does understand is that the printer is out of warranty and there is no further discussion.

  What HP doesn't understand is that they had a problem since I owned the printer and failed to write new firmware/software to correct the Scan to Email functionality. Hp is totally turning their back on an issue they should have addressed. Now they are turning their back on true customers.

  The lady who called me was totally uninterested in working with me.

  I am totally surprised that a huge company that has been around forever, makes the majority of printers for the world, treated me with total dissatisfaction.

  For all the readers of this response, this company should have some representation in ******* to speak with any customer that requests as such.

  As far as I am concerned this issue will remain open.

  BBB- thank you for giving **, the public, an avenue to at least show the world what a low class company Hp is.

  The BBB rating on this company should be an F-.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 04/11/2023

  HP *************** team has reviewed the complaint and will re-assign for customer contact- previous Case **********.

  Regards, HP Inc. 

• Initial Complaint

  Date:02/17/2023

  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.

  Hp has denied my use of warranty with no reason.

  Business Response

  Date: 03/14/2023

  Please provide model, serial number and product information. Also, any case numbers.

  Regards, HP Inc. 

• Initial Complaint

  Date:02/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hp processed an unauthorized transaction for a fraudulent charge of $52 99 on my PayPal card that was not authorized by me. I did not use their service to accumulate $52.99 billing. I want my money returned

  Business Response

  Date: 03/15/2023

  HP *************** team are looking into the issue- Reference case  5101857090.

  Regards, HP Inc. 

• Initial Complaint

  Date:02/17/2023

  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.

  In 12/02/2023 Ive Bought A sealed hp (Omen series) laptop at a tech store (Vatan) When I came home and investigated the device, there were multiple cosmetic flaws. There was a small dent in the display housing, two almost symmetrical indents/ scratches on the front vents, and the screen side of the laptop was getting visibly bent on the sides when it was closed. I had a hard time contacting hp support as the support number werent visible on their website but on 16/02/2023 I was finally able to contact support. The agent told me cosmetic issues were out of service and they couldnt help. But I called once more , I told the agent my issue , the agent linked me to a special website where I gave permission to my camera, And showed the damaged parts. Even If the support agent agreed that there was cosmetic damage, after few hours the agent called me and told that they could not replace. And not only that the agent told that those were common manufacturing errors and nothing extreme. Ive bought multiple laptops in my life and never encountered such errors , Said that we should contact the store for a replacement . The store didnt accept the return or replacement of the product and told us to contact support. I am now left with a laptop that basically feels like a secondhand one because of all the issues. I am very upset about this as I chose hp to other cheaper brands to not encounter issues like this.

  Business Response

  Date: 03/14/2023

  Hello, The customer is located out of the *****************. We will have a country rep. assigned to contact the customer.

  Regards, HP Inc. 

  Customer Answer

  Date: 03/20/2023

   
  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:02/16/2023

  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.

  Hello, I am reaching out because I have made multiple calls to cancel my account. I have escalated my case which is ********** and I keep hearing that someone will be addressing it in a day and nothing has changed. I have not been called back from anyone. This is my 5th call now and I am being bounced around like crazy. I am attempting to do something rather simple and candidly this is unbelievably frustrating to handle a cancel. I cant imagine why I would want to keep the subscription with the bouncing around I am getting. Please help me on this request. Name: *************************** Email: ******************** Signed up 1/21 and requested disco on 2/10 and multiple days since this period.Account: CA0000104030350001

  Business Response

  Date: 03/14/2023

  Case manager will contact the customer- Case ********** within 24 hrs.

  Regards, HP Inc. 

• Initial Complaint

  Date:02/16/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an HP printer from BJ's warehouse three months ago. The purchase was based on the advertized price and the free Instant *********** free for six months. The first machine failed the day after purchase. The second one works OK. However, HP did not reveal on the product box that if you can the service, they will charge you a cancelation fee and make the existing cartridges inoperable. In other words, they hold your printer hostage. This is a classic "bait and switch" sales ploy and is not the kind of practice any self respecting **************** should engage in. Somewhere within HP there is a software program that controls the printers. This needs to be discontinued. This is an undisclosed intrusion into the end users' home through their internet connection. I only became aware that HP was accessing the printer because I had unplugged it during room redecorating. This is an unacceptable practice and a violation of the users right to privacy and creates an opportunity for a hacker to access a users home network without their knowledge or consent.

  Business Response

  Date: 03/14/2023

  Case management team has opened a New case 5101797314. The customer will be contacted within 24 hrs.

  Regards, HP Inc. 

  
  

  Customer Answer

  Date: 03/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that HP has promised to follow up with me within 24 hours. 
  
  Sincerely,
  
  *******************************