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

• 

  HP

  PO Box 5138 Lutherville Timonium, MD 21094-5138

• 

  Hewlett Packard

  110 13575 Commerce Pkwy Richmond, BC V6V 2L1

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:02/16/2023

  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 an HP officejet **** that is from 2019 & out of warranty.it was working perfectly until a glitch where i could not get it to print. the fax and scanner were still working. i went to the online instructions on the official HPwebsite. it said for my specific problem to "uninstall the drivers" and then "reinstall the drivers". what they do not tell you is when you uninstall the drivers for this model, you render it obsolete and absolutely cannot reinstall the drivers because HP has stopped supporting this unit.there was no caveat...no alert that i was shooting myself in the foot by following HP /their instructions.unit was completely dead after i followed HP's online help program. all hp calls below were recorded fyi. I called HP & could not get someone in the USA as hard as i tried.reps assisting me seemed concerned and were aware it was out of warranty and they created a case. His name in tech support was ***********************. *********************** accessed my laptop and troubleshot the issue. ****** then disappeared and no one can locate him nor confirm his employment. GShell gave me an HP case number **********. this case # belongs to another customer!! named *****. this is very concerning because GShell was inside my laptop. i called again and HP was confused and gave me this case # ********** CRM:0078198001177 and i was promised a call from a high level manager named ****** that never happened. i have also over $100 in New Cartridges in this ****.i asked to be transferred to *** fraud legal and got ahold of someone in *** HP legal and he is in "workstations" listened but did nothing his email is ************** can you please get this in front of HP *** corporate customer service&quality.HP has several class action lawsuits due to poor ethics customer servicefraud.i have several emails between HP&myself and can email them to the BBB as i do not have printer fax nor scanner now please provide a BBB email if you want more communications i had with HP. thank you

  Business Response

  Date: 03/15/2023

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

  Regards, HP Inc.

  Customer Answer

  Date: 04/03/2023

   
  Complaint: 19416017
  
  You all did great

   

  thank You!!

   

  Hp is taking care of this problem thanks to you all

  Business Response

  Date: 05/02/2023

  Customer case reference **********- Customer was given a $75 E-coupon code toward the purchase of a New product- order# H353841221.

  Regards, HP Inc. 

• Initial Complaint

  Date:02/15/2023

  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.

  Bought an HP Envy **** all in one printer. Used the printer. The printer ran out of ink. I replaced the ink cartridge with one purchased from Amazon (not produced by HP).HP stopped the function of my printer from being able to print and told me it won't work again unless i buy their proprietary ink cartridges.I am being forced to pay twice to use a good I already paid for.I am seeking to get a refund of the cost of the printer, I should not be locked into using their specific ink cartridge just so they can price ***** me. I literally paid for your printer already, to hold it hostage unless I continue to use your products seems unethical and in violation of consumer protection laws.

  Business Response

  Date: 03/15/2023

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

  Regards, HP Inc. 

• Initial Complaint

  Date:02/15/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am trying to factory reset my laptop. I know how to do it, am at the proper screen but get an error stating there was a problem resetting my laptop. I called HP customer service and was refused help by a representative and a supervisor unless I paid a $35 fee and then an additional $20 a month. I use to think HP was a good company and was looking as purchasing another HP products but with the customer service I received today, that definitely made it become a passing thought. I will look at other brands. I simply want to factory reset my laptop!

  Business Response

  Date: 03/13/2023

  Hello, The case manager was assisting the customer with a resetting the pc and customer disconnected - Case ********** is open for the cust to reference a call back. 

  Regards, HP Inc. 

• Initial Complaint

  Date:02/15/2023

  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.

  Purchase an HP printer. Enrolled in the HP Instant Ink subscription services August 25, 2021. Billing started February 24, 2022. I was enrolled in the $5.99 plan 100 pages a month. In my entire history of the account I am entitled to print **** pages. I have probably only printed 100 if that. In February 2023. I have been trying to print 1 page. However HP had locked my printer because I no longer want to pay for the subscription. It is important to note that I paid $250 for this printer. This printer was not free. I have paid $5.99 a month for a year to print **** pages. They state that I either have to continue to pay the $5.99 to print again or take the ink out that they mailed me, go to the store and buy new ink. HP Instant iNK is trying to control my printer as if I am in ***** Kinkos or Staples. I should not have to throw away ink that has barely been used and that I paid for all because I dont want to continue to subscriber. I also cannot give the printer away to anyone because they refuse to remove the instant ink account from the printer.

  Business Response

  Date: 03/15/2023

  HP Instant ink team will contact the customer.

  Regards, HP Inc.

• Initial Complaint

  Date:02/15/2023

  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 laser printer. Immediately it was hard to get online. I have called HP many times for assistance. It would get back online after 2 hours of telephonevhelp but would immediately fall off again. This went on and on until Hzp drug it out past the warranty period and now they dont want to replace when it has been defective since the beginning. Purchased 02/21/21 and have called at least 7 times with the printer not working at all between calls.

  Business Response

  Date: 03/24/2023

  HP Case manager assign to the contact the customer. Case reference **********.

  Regards, HP Inc.

• Initial Complaint

  Date:02/14/2023

  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.

  I have membership to HP Instant Ink and HP through which I purchased warranty for my printer and a service that delivers ink for my printer. My printer failed to work and so I was told I could request a replacement printer thus utilizing my warranty. On Friday, February 10, 2023 I placed a call to utilize my services that I pay for. When the representative was processing my claim, which took more than 2 hours of my time, they stated that they needed collateral to replace my printer and requested to place a $1.00 charge to my credit/debit card. I stated that this was not something I had to do the last time i utilized my warranty to replace my printer. They kept stating that the card was necessary and then said the card was not going through and kept stating that they could not reconcile the issue or ship the printer because they needed to run my card for $1.00. I advised them that there were no issues on my banks end or lack of funds and they continued to claim that the card could not be processed. After taking too much of my time I decided to end my call. The following day, February 11, 2023, I received notice that my bank account was charged 51 times by HP for $1.00 adding up to $51.00. I tried to reconcile this issues to no avail. When HP called me again to restart claim that was still open on February 13 and February 14th and they again asked to run my card in order to send out the printer. I stated I wanted to speak to a supervisor and that supervisor was unwilling to refund the charges or ship a new printer. To date (02-14-2023) these unauthorized charges have not been addressed or refunded by HP and my warranty has not been honored and I have been refused to be shipped a new printer.

  Business Response

  Date: 03/13/2023

  Case 5101278405 - Replacement printer was processed for the customer.

  Regards, HP Inc.

• Initial Complaint

  Date:02/14/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered an HP Omen from their website to use for schooling purposes. ******** took a little longer than expected, which was fine. However, after finally receiving my product it refused to turn on. I called HP Tech Support where they were unable to help. I could not wait for a replacement as I am in college and was in dire need of a computer so I requested a refund. HP Customer Support was unhelpful and tried to encourage me to wait another few weeks for a replacement or buy a completely different product from them and after shipping the ** back for a refund I have never heard from them in over a week. I am now out over a thousand dollars because of them and they were very unhelpful with giving me information as to when I will be getting my money back because I have bills to pay and their ** was completely defective.

  Business Response

  Date: 03/15/2023

  HHO Shopping rep. has been assigned the case. The customer will be contacted by the team.

  Regards, HP Inc. 

• Initial Complaint

  Date:02/14/2023

  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 have HP Order H353205313 which I have cancelled within one hour of ordering on February 7, which I believe HP allows. I have paid for this via PayPal. While HP support has said this order is "cancelled" and I should receive a refund within "three to five business days", PayPal support says HP hasn't cancelled it and I have a pending charge on my credit card. HP told me to contact PayPal, but PayPal says HP needs to do it.Could HP please cancel the order on HP's PayPal account (as opposed to mine)? I am trying to pay off my credit card bills ASAP and don't want to wait until March 7th-9th to pay off the card.I have attached the PayPal and HP chat logs, and a PDF of PayPal's official support website stating HP needs to remove the pending charge.

  Business Response

  Date: 03/15/2023

  HP shopping information

  Paypal account directly and we can see that this authorization for $1077.90 was already voided back on Feb 14.  

  The cancellation occurred prior to any charge to the customers PayPal account.  Therefore there is was no refund. There was only an authorization (not a charge) which was already reversed/voided on 2/14.

  Order H353205313

  Regards, HP Inc.
  
  

• Initial Complaint

  Date:02/14/2023

  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 February 5th, I ordered a printer from the. HP. Site. For roughly 233+. When it came there were problems, setting it up and getting it to function. I sought help from their support staff, but that was horrible. Most of the 1st 10 or so people I spoke with. Were unhelpful and very frustrating.. The ********* I spoke with named **** was more helpful than the average but she could not mail me the. Return receipt. Nor could her supervisor, she said. So after lots of hassle, I am requesting that the return receipt be sent through the US. Postal Service and made that very clear. When she said that her supervisor could not approve that, I demanded that it go up line. I have had enough hassle and Their poor equipment design. Plus, horrible service tells me to never purchase anything from this company again. Please let me know how you fare in getting that return labeled mail to me not. Email, but ***** Thank you. Much appreciated.

  Business Response

  Date: 03/13/2023

  Hello, The case management team are working with the customer and have processed a refund. The customer will be contacted by the case manager regarding the check shipment- Case 5100119079.

   

  Regards, HP Inc.

• Initial Complaint

  Date:02/14/2023

  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.

  I purchased an HP printer. I did not purchase any kind of ink plan. If you try to use any ink but ink they sell they remotely disable the printer. This is anti-consumer and I believe it violates anti-trust laws. I want them to stop this anti-consumer activity, or send me a refund so I can buy a printer from a company that doesn't act like they still own the device after they sell it to me. I have been an HP customer for more than 30 years, but I am done with them for good because of their anti-competitive, anti-consumer practices. The printer isn't very good, either, and consistently jams whenever I try to scan.

  Business Response

  Date: 03/15/2023

  HP *************** team will contact the customer, Case **********.

  Regards, HP Inc.