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:02/13/2023

  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.

  HP debited my account 2 times for $4.40 and claimed it was for past subscription service from December to January and January to February. I was not able to use my printer during this time because I had suspended my instant ink subscription and when I reactivated my subscription they charged for the past months even though I wasnt able to use the service and did not change the plan amount that I had picked

  Business Response

  Date: 03/14/2023

  HP Case 5100185481 - Account was suspended and no further charges. 

• Initial Complaint

  Date:02/12/2023

  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.

  $125 for printer that will not print unless signed up for the minimum $4 per month Instant ************ Essentially sold a device that does nothing without a subscription. I paid for the equipment and have plenty of ink (after 4 hours troubleshooting a defective ink cartridge and getting a replacement for that). However, will not print unless I pay subscription charges.

  Business Response

  Date: 03/20/2023

  HP *************** team contacted the customer ********** and issue was resolved. 

  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:02/12/2023

  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 from Best buy. The printer does not work on the Wi-Fi setting like the box said it would. I have had to call HP tech support every time I have to print something out. I have to spend 2 to 3 hours trying to get it to work. the printer does not work as advertised and now I'm stuck with a printer that does not work as it is well past the 30-return policy of best buy. I purchased the printer for Best Buy on 9/10/2022 from best buy on **** S 1st in ****** ** *****. My complaint is against HP because they are telling me that because they can't get the Wi-Fi feature to work I can't use the ink replacement program also a selling feature of the product and part of the reason I purchased the printer. I'm requesting replacement of the printer or a complete refund of the purchase price of the printer including tax.

  Business Response

  Date: 03/20/2023

  HP Case manager has been working with the customer on a resolution. The case manager has been trying to contact the customer via phone and email- Case **********.

  Regards, HP Inc. 

  Customer Answer

  Date: 03/20/2023

   
  Complaint: 19391926
  
  I am rejecting this response because: I have been in contact with HP via email. They refuse to resolve this issue. They have wasted my time. Every time I call to get the printer working they get it to print one page and then it stops work. So every time I have to print something I have to spend hours with tech support for them to get it to print once and then the next time I need to print I have to call them back. This has bees going on since September of 2022. The last time I called them it took over 5 hours to get it work and they said it was fixed permanently. It only printed once and then failed to work the next day. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 04/10/2023

  HP Case manager case 5100693404- Customer was offered a buyback and sent several follow up emails for proof of purchase to process a refund. The customer did not respond. 

  Regards, HP Inc. 

  Customer Answer

  Date: 05/02/2023

   
  Complaint: 19391926
  
  I am rejecting this response because: they did not send me several requests. The email  I got said that they would not respond to my email and considered the case closed because they would not compensate me.

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

  Business Response

  Date: 05/03/2023

  HP Case manager case 5100693404- Customer was offered a buyback and sent several follow up emails for proof of purchase to process a refund. The customer did not respond. 

  
  Regards, HP Inc. 

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 19391926
  
  I am rejecting this response because:
  I did respond. HP is lying. They just did not want to compensate me what I was asking. Once they knew I filed a complaint they stopped responding. I dealt with this issue for over 6 month and HP refuses to do the right thing. 
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/03/2023

  HP Case manager case 5100693404- Customer was offered a buyback and sent several follow up emails for proof of purchase to process a refund. The customer did not respond.  The case manager working with the customer sent email notices.

  
  Regards, HP Inc. 

  Customer Answer

  Date: 05/05/2023

   
  Complaint: 19391926
  
  I am rejecting this response because: HP said the case was closed because of my BBB complaint. They refused to accept my request for compensation. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/07/2023

  HP Case manager case 5100693404- Customer was offered a buyback and sent several follow up emails for proof of purchase to process a refund. The customer did not respond.  The case manager working with the customer sent email notices and offers. 
  
  Regards, HP Inc. 

  Customer Answer

  Date: 05/08/2023

   
  Complaint: 19391926
  
  I am rejecting this response because: I did respond they just did not like the compensation that I was asking for. It should take 6 month of calling every time I need to use their product. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/12/2023

  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've spent the last year and a half paying for the service HP instant ink. They restrict me to a certain number of pages I'm allowed to print and are supposed to auto ship replacement cartridges when I need them. I haven't received a cartridge since October 2021 so naturally one of my cartridges has gone bad. They are refusing to provide a replacement because they "can't see the ink level" They can't see it because it's dried out. They told me I need to fix the cartridge issue before they will send a replacement but the issue is I need a replacement. I cleaned the cartridge per their instructions, put it back in my printer and now they're claiming I put a store bought cartridge in my printer so now they won't send me a replacement for that reason. I've spent over $100 so when I need a new cartridge they will just send me one but instead they're absolutely refusing to send me anything. I want all my money back.

  Business Response

  Date: 03/20/2023

  Case manager assigned to Instant ink case reference - **********.

  Regards, HP Inc. 

• Initial Complaint

  Date:02/11/2023

  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 purchase the following unit from Hewlett Packard: ** All-in-One Desktop PC 24-cb0000a (3B5H7AV)Serial: ********** Product: 318D0AA This computer is still under a one-year warrant, which expires on February 22, 2023.This computer has intermittent connectivity issues that can be traced to the computer itself. The computer that sits beside it and uses the same electrical current and WiFi does not have a connectivity issue.I have called the Hewlett Packard support line three times without positive result. Twice they ran extensive tests (Case Number ********** and Case Number **********). I have used all the diagnostic features on the ** support site at least ten times without positive result.On my third call I was told by tech "****" that I will need to proceed further, I will need to purchase a plan for $35 plus $16.99 a month. In my view, that would be spending good money after bad.This computer is a lemon. I expect ** to replace it or provide a refund. Thank you for your help!

  Business Response

  Date: 03/20/2023

  HP Case manager contacted the customer March, 18th. Case **********. Issue resolved.

  Regards, HP Inc. 

  Customer Answer

  Date: 03/22/2023

   
  Complaint: 19389005
  
  I am rejecting this response because: I spoke to Jhon at Hewlett Packard on approximately 3/17/23. I explained that my computer continues with intermittent connectivity issues. He promised to send me a three - month extension to my warranty to my email account. He did not follow through. I reminded him by email on 3/20/23, and he has still not followed through. Please look into this matter.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 04/10/2023

  HP has reviewed the customers rejection, the case 5101613044 has been re-escalated to the case manager.

  Regards, HP Inc.

  Customer Answer

  Date: 05/08/2023

   
  Better Business Bureau:
  
  Apparently, HP has extended the guarantee as was originally promised. HP only fulfilled their promise because of the BBB's intervention.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/11/2023

  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.

  I AM ENROLLED WITH HP INSTANT INK PROGRAM I HAVE RAN OUR OF *** FOR THE SECOND TIME THEY KEEP SENDING THE WRONG CARTRIDGES THAT IS INCOMPATIBLE WITH MY PRINTER, I HAVE HAD THIS PRINTER FOR A WHILE NOW AND KNOW HOW TO PUT CARTRIDGES IN IT, WHEN CALLING THEM I GET A RUN AROUND ASKING ME IF IAM PUTTING THE CARTRIDGES IN RIGHT, GO TO TECH ON THE ***** WITH THEM FOR HOURS AND GET NO WHERES, BREACH OF CONTACT I HAVE RAN OUT OF *** THEY HAVE SENT ME IN THE PAST WEEK THE WRONG CARTRIDGES THAT WILL NOT WORK IN MY PRINTER, CALLED TALK TO SEVER SUPERVISORS WHICH IS A JOKE ALONG WITH THE REPS, THESE CARTRIDGES CARTRIDGES WORK IN MY PRINTER 603/302 4XL BLACK AND COLOR ***, THEY BEEN SENDING ME 63/302/65/304 75S,AND 63/302/65/304 75Q I GET ARROW MESSAGE INCOMPARABLE THEY SEEMS NOT TO UNDERSTAND THIS CONCEPT AND KEEP SENDING BACK TO BACK THE WRONG *** THAT IS NOT COMPARABLE WITH MY PRINTER THIS ISSUERS BEEN GOING ON THE PAST TWO WEEKS, STILL NO ***, THE CARTRIDGES ARE NOT THE SAME WILL NOT WORK THEY JUST DON'T UNDERSTAND AND GIVE ME A HARD TIME EACH AND EVERY TIME I CALL. I GET LIED TOO EXT. i DIDN'T HAVE THIS MAJOR ISSUE TILL TWO WEEKS AGO, EVERYTHING I CALL ASK WHERE MY *** AND TELL THEM THE ISSUE THEY ALL GO THROUGH THE SAME ROUTINE ISSUE AND DID YOU PUT THEM IN RIGHT DID YOU DO MAINTENANCE EXT, I HAVE HAD IT AT THIS POINT AND WANT MY *** SEND ME THE *** I HAVE BEEN GETTING SO I CAN PRINT MY NEXT STEP IS GOING TO ******* BUY BY *** AND HP CAN REIN-BUST ME FOR IT. OVER TWO WEEKS NOW AND THEY KEEP SENDING ME THE WRONG *** EACH AN EVER TIME. THE ***

  Business Response

  Date: 03/10/2023

  Hello, FYI, Case Manager was assigned this Case 5100517385 and spoke to customer March, 9th, the customer became abusive and had to be disconnected. The customer has received 9 different shipments of ink and will not allow us to replace the printer. HP has closed the case.

  Regards, HP Inc. 

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19388777
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** Land

  This is not so, when I talk to HP rep was very nasty lied to me and harass me, I have 19 shipments of cartridges that will no work in my printer, the rep said they have the same printer and the combo cartridges 63/65 works in her printer this is not what HP sent me last year the only time there was a problem is in February and March, the last 4 years I had no problem, the rep over talked me and was not helpful at all, the only cartridges that works in my printer is 63 not a combo it is incompatible, the rep told me to avoid this problem for me to buy a new printer. Each time I talk to her Iam told to put the cartridges I have did this several times the first 4 times it did not work what makes them think few more times ti would work this is the repeat ordeal I go through with no result. I was told to go to the store to buy the cartridge that will fit my printer and HP would rein- bust me for them. This the repeat ordeal I go through all I want is the cartridges that works in my printer. When the rep calls no one is on the phone and hangs up then mark the issues Iam having closed. This is a breach of contract HP claims you will not run out of ink its been 6 weeks and each time Iam sent the wrong cartridges, they are too big will not fit and get mess it is incompatible. Please insert he right cartridges.HP told me to take my printer to a store to find why the cartridges will not work for me to pay for it, HP refused to make an appointment it is not up to me to do this. I just want the cartridges that works in my printer.  Hp **** the only cartridges is 63 not 63/65 that what is in the manual, not 63/65. At no time did HP offer to replace my printer.  She told me to buy a new than I will not have a problem, just that their tells me they know the cartridges are wrong. I have been ink for the last I think 4 years no problem till now they are wrong I have about 20 shipments of ink. She is not telling the true facts.
  

  Business Response

  Date: 03/27/2023

  HP Case manager- Case 5100517385 - case manager tried reaching out to the customer, no response. The customer can contact HP support with the reference case.

  Regards, HP Inc.

  Customer Answer

  Date: 04/27/2023

   
  Complaint: 19388777
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** Land

• Initial Complaint

  Date:02/11/2023

  Type:Sales and Advertising 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 cancelled HP Instant Ink and they sent email stating if I reactive account wouldn't be charge for 3 months but they charged me anyway

  Business Response

  Date: 03/13/2023

  Case number- ********** refund being processed by case manager.

  Reached the customer the customer said that they canceled and received an email that if they reactivate within a certain time they would get 3 free months but they were billed any ways. They have never been sent ink since 2019 that why they canceled it to begin with. The customer said that they should not have been billed. Apologized for what happen explained it appears the 3 free months did not auto apply thats why they were billed again if we would have spoken sooner we could have made sure it did get applied however as they already canceled it I will refund the final bill that should not have been charged cx accepted. 

  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 this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/10/2023

  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 custom built ** EnVY 16t-h000 Notebook Computer from the ** online store for $2,965.95 on June 30, 2022 which was delivered August 3, 2022 and subsequently registered but no files added and only turned on a few times to check updates. On February 9, 2023 I turned on the computer and observed that an ** required automatic update had initiated and prompted a restart. After restarting the computer crashed and stopped operating in that it would no longer start Windows 11 Pro and was stuck on a blue screen. I called ** **************** ************** and spoke with representative ******* who asked me to call ** Technical Support ************** and I did and spoke with ***** from 9:01 AM 3 hours 13 minutes. ***** reinstalled Windows 11 (not the pro version) and said that would resolve the problem but it didnt. ***** then stated that ** was mailing me a flash drive with instructions for me to reinstall Windows 11 again but on my own this time but I could call ** Technical Support if needed. I reminded ***** for the 6th time that I am disabled and would not be attempting to reinstall Windows 11 on my own and that she wasnt even able to successfully reinstall Windows 11 and repair the computer. I told ***** again that this computer is obviously defective and has been so seemingly since being delivered but didnt fully manifest until the ** updates initiated. I asked ***** to escalate this matter to ** management for an exception to the 30 days return policy from June 30, 2022 because of the circumstances of being defective beyond merely a software issue as ***** suggested and the fact that the computer wasnt even delivered until August 3, 2022. ***** said that she escalated this issue to her manager and that her manager would call me within an hour but I have not received a callback. The case number for the call with ***** is **********. I havent been able to use the ** to any extent because of poor operation connected to ** updates.

  Business Response

  Date: 03/20/2023

  HP Case manager contacted the customer - Case ********** was resolved.

  Regards, HP Inc.

• Initial Complaint

  Date:02/10/2023

  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.

  This is my second ** printer with the *exact same* problem (yet different model printers) that I have been attempting to resolve for many months (*****). I have been following the ** Support page with extensive complaints with the same error code! My opinion (having gone through two lightly used printers) is that this is a known issue to ** and they are deliberately selling problem printers to the public. My current malfunctioning printer is the ** OfficeJet Pro **** and the error code that I have received is "0x610004a" which says to contact ** if you continue to get this message. Once you reach ** Support there are hundreds of exact complaints and some sleuthing amongst bilked customers. One pointing out that this tied to when they inserted an ** XL printer cartridge (from the manufacturer, **). I too have the error code and the ** XL cartridge and that is when my printer broke (with maybe 20 hours of lifetime use on this thing!). Super frustrating that ** is hiding behind being outside of warranties as they offload equipment to the public.

  Business Response

  Date: 03/20/2023

  HP Case manager assigned the reference case 5101609700. Waiting for customer to respond, case manager will make contact attempts. 

  Regards, HP Inc. 

• Initial Complaint

  Date:02/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered an Envy x360 15 Convertible PC, April 15, 2022 order number H348636828. The laptop was received May 6, 2022. I set the unit up sometime in July or August with difficulties. ****, an IT person I worked with at **** came to attempt set and after a couple of hours was finally able to get the laptop up and running. The laptop connect to the ** Envy printer I've owned for awhile but stopped working after printing a document. I've called ** several times to get the software issue resolved however the reps keep telling me I would have to pay to resolve the issue. I advised each time I should not have to pay for an issue the laptop has had brand new and I was not going to pay for it. The total order was $1,423.43 that included an **** employee discount of $341.12. The laptop was $1,076.98 and the Thunderbolt Dock was $265.88. I'm requesting they fix the software issue or exchange it. I noticed the ordered Product number on my receipt is 464Z2AV but I received 464V4AV. I'm not sure what the difference is but this unit has been confirmed it has software and configuration problems by two tech support men from Best Buy Geek Squad and **** that I work with at **** Mobility IT, tech support.

  Business Response

  Date: 03/20/2023

  HP Case manager working with the customer - case reference **********. Waiting for customer to send proof of purchase for the product.

  Regards, HP Inc.