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:02/06/2023

  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.

  DATE 0F PURCHASE: 09/2/2022 PROBLEM WITH GETTING HELP FROM CUSTOMER SERVICE. PRINTER IS NOT PRINTING FRM PC OR CELL PHONE. HP DOCTOR *** CANNOT ID CORRECT PRINTER TO INDENTIFY PROBLEM SO *** IS USELESS.LONG WAIT TIMES ONLY TO HAVE THE CALL DROP AND HAVING TO CALL BACK JUST TO HAVE IT DROP AGAIN. WHEN I HAVE REACHED A TECHNICIAN I'M TOLD EACH TIME (at least twice a week) TO DISCONNECT MY WI-FI AND COMPUTER AND THEN REBOOT. THIS DOES NOT ALWAYS FIX THE PROBLEM AND i SHOULD NOT HAVE TO DO SO EACH TIME I ATTEMPT TO PRINT

  Business Response

  Date: 02/21/2023

  HP Incorporated apologizes for the issues *********************** encountered with her HP ENVY ****e All-in-One Printer (s/n TH215CC054).  ************** worked with a HP technical support to get the issue resolved.  If ************** needs any further assistance she may contact her Case Manager. 

  Customer Answer

  Date: 02/21/2023

  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. I'm not satisfied with how long or the manner in which it took to get a resolution. I still have no idea why it wasn't working correctly but now that it is I'm glad to close out this complaint 

  
  

  Sincerely,

  
  

  *******************

• Initial Complaint

  Date:02/06/2023

  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.

  My printer has been not working properly Since 12/23/2022. I have contacted ** numerous times, through various means between now and then to troubleshoot the issues. Original issue had to do with the ink cartridge and the printer not being able to connect to the internet all of a sudden. I eventually was able to get them to send a new one since Im part of instant ink. Unfortunately this only fixed the issue with the cartridge. I still cannot get the printer to connect to the internet or even register on the ** smart app. I have filed a case. I have spoken to and trouble shot these issues with both their ******** support team for over a month and hours on the phone with **+. Ive also used their online chat feature. Multiple times I was promised a call back with resolution and no call was ever made. When I speak to someone new it appears the case ticket was never updated with the phone and online support steps taken. I am still within warranty and have asked for a replacement as I have exhausted countless hours and to no avail. It has been crickets. Im severely disappointed and very unhappy with the lack of customer support. I am seeking an immediate replacement and a refund for the last few months of instant ink since I have not been able to use what I have paid for. If s refund is not an option, I will settle with a credit for future printing.

  Business Response

  Date: 02/21/2023

  HP Incorporated apologizes for the issues ***************************** encountered with her HP DeskJet ****e All-in-One Printer (s/n CN1CRDF1SP).  **************** accepted a $75 coupon good to use on HP.com.  That coupon was emailed on 02/20/23 and will expire 07/31/23. 

  Customer Answer

  Date: 02/21/2023

   
  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. They also provided a replacement printer. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/06/2023

  Type:Customer Service 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 ENVY all in one Printer/scanner, etc., approximately 2 years ago. Upon purchase, I agreed to having ink supplied to me on a continuous basis. In that time, I have received only 1 shipment from them, so after TWO YEARS, I just cancelled that contract. They received approximately 30 payments at $4/ month. I no longer have automatic deductions paid out, instead I buy original HP cartridges from ******* HOWEVER, the printer now fails to accept the cartridges with a pop up window on the printer that says I must re-contract with them to get the printer to work. A call to customer service went no where, since they demanded that I pay $30 to have it evaluated. I simply want to have the printer working, and not be held hostage to a worthless contract, or pay $30 for HP to "analyze" the problem.

  Business Response

  Date: 02/10/2023

  HP Incorporated apologizes for the issues ************************* encountered with her Instant Ink account.   A representative reached out and assisted ************** with replacing the black Instant Ink cartridge with a regular black one. The printer is now working.  HP also placed an order for a full set of colored ink cartridges to be sent to her.  If ************** has any further questions or concerns she may contact the Instant Ink department. 

  Customer Answer

  Date: 02/10/2023

   
  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:02/06/2023

  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.

  Approximately 1 year ago we purchased a HP DeskJet ****e. We purchased their Instant Ink program (for monthly or as-needed ink) and paid approximately $4 per month for this provision of ink for 4 months. We never received this ink and were forced to buy replacement ink locally when we needed replacements. We forgot about this monthly billing until we were working on our taxes in Jan 2023. We then contacted HP Instant Ink to report our problem and cancel our program and were told by the agent that he could not help us and were referred back to their website. We cancelled our enrollment in that program on that day and are still receiving emails asking for yet more money for the cancellation fee on 2 separate occasions. We have already paid them $15.96 for nothing and would like this money back and no more emails about a cancellation fee. Today I have tried unsuccessfully to navigate HP's website for consumer complaints and did not find any portal for that.

  Business Response

  Date: 02/09/2023

  
  HP Incorporated apologizes for the issues ************************* encountered with her Instant Ink account.  A representative wasnt able to reach her to discuss her complaint.  However, **************** informed her representative via email that her account is now cancelled and is currently working.  If **************** has any questions or concerns, she was provided the Instant *************** phone number in the closure email.

• Initial Complaint

  Date:02/06/2023

  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 never had such a difficult time cancelling a subscription. The HP instant Ink program is not for me. I get statements saying I printed 50 sheets, but I am lucky if I print 50 sheets in 3 months. Since ** was fleecing me, I purchased Brother Printer and decided to dispose of the ** printer. I have been looking for a way to cancel the Instant Ink subscription, but the process is difficult. I am not interested in pay for an entire billing cycle. Why would I pay for a complete billing cycle and, "just give ** the money"? I would like the subscription terminated as of 2/6/2023, all monies returned, and all personal information purged from the ** servers.

  Business Response

  Date: 02/09/2023

  HP Incorporated apologizes for the issues ****************************************** encountered with his Instant Ink account. Unfortunately a representative was unable to reach him to discuss his complaint.  The following email was sent:
  
  IMPORTANT: Please do not reply to this email. Replies to this message are not monitored.
  
  Dear *****,
  
  This is Kyla, your Case Manager with HP Instant Ink.
  
  I am sorry that I have not been able to reach you on my recent callbacks and have received no reply to my recent email.
  
  If you should require assistance with any Instant Ink issues, feel free to contact us through phone ***************) or Chat and refer to your case number so our HP Instant Ink support representatives can assist you.
  
  Your current case number(s): ********** has been closed.
  
  Please do not reply to any emails from us in relation to this case as it is no longer being monitored.
  
  Here is a great link to check out regarding your Instant Ink account: ************************************************************
  
  
  Thank-you for choosing HP Inc.
  
  Kyla
  
  HP Instant Ink Case Manager

• Initial Complaint

  Date:02/05/2023

  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 LaserJet M110We on or about 01/20/2023 from a local authorized retailer, Best Buy. On 01/25/2023 I contacted HP Technical Support to troubleshoot problems I was having with the printer. An agent advised me that they would be contacting me the next day. I informed the agent that the printer was not able to be used at all and that it was imperative that I get it working because I need it for school. They told me that the malfunction was due to HP systems issues and that they would hopefully resolve the issue within the next 24 hours. On 01/262023 I reached back out to them because I had heard nothing. I was told that there still wasn't a solution. I asked if I could be provided with an exchange for a different HP printer product, but was told that wasn't something they could do at that time. On 02/04/2023 I reached back out to HP technical support and received a notice that there was still an ongoing issue. I spent approximately $100.00 on this product. Because the item has been removed from its original packaging, the retailer from which I purchased it is unable to offer an exchange or refund. I want HP to take care of the costs I have incurred because of their product not working due to issues on their end.

  Business Response

  Date: 02/09/2023

  HP Incorporated apologizes for the issues *************************** encountered with his
  HP LaserJet M110we Printer (s/n VNCX055999).  HPs technical support was able to resolve ****************** issues and he agreed to close his complaint.  

• Initial Complaint

  Date:02/01/2023

  Type:Product 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.

  Two premium laptops purchased from HP have quit working. BOTH have been sent in for "repairs". Both were gone for several weeks. One came back with a new problem, the other with the SAME problem. Neither can be used for the tasks for which they were purchased as a camera AND a keyboard are required for the use of each. We asked for a full refund. HP refused, saying they will either "fix" them again or offer a prorated refund accounting for four months of use. Neither was used for anywhere NEAR four months. They did not even account for the time THEY had them for repair, which was over two months total. Heck mine alone sat on my desk doing nothing for more than two months as I was out of town without it. The wifes was used for about a week until HER camera quit rendering it as useless then as it is today. Hers was usable for a total of 16 days. Mine for 36 days. We are past the refund period due to "repair".They say four months of use. My wifes' has one week. Of being powered on, not actually being use for work. Mine has been in my possession for 77 days. Of those, up to 30 days the thing was sitting on my desk at home while I was out of town, Here is the timeline.9/28/2022 Received laptops. Within two weeks both cameras down. Over the phone and online troubleshooting begins.11/13/2022 My case for warranty repair is opened. Unit is shipped within a couple of days. We held on to my wifes, as we could not be completely without a laptop for each of us, and if the fix was a software repair it didnt need to be sent in. Her new one was not used during the time mine was repaired. 1/4/2023 Received mine from HP. 1/6/2023 Wifes' mailed to HP.1/23/23 Wifes received "repaired" from HP. Has the same issue it went out for.1/23/23 My keyboard stops functioning. 1/30/2023 Case opened for keyboard. Full refunds requested. 2/1/2023 Full refunds denied. Additional "repair" or prorated four month refunds, which put us out of pocket $1292.

  Business Response

  Date: 02/07/2023

  HP Incorporated apologizes for the issues *************************** encountered with his two HP Spectre x360 16 inch 2-in-1 Laptop PC 16-f1000 IDS Base Model.  HP has submitted two different refunds for the units in question ($241.30x2=$4832.60).  If ************** has any questions regarding his refund he may contact his Case Manager. 
  
  

  Customer Answer

  Date: 02/09/2023

   
  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. For the record, it took a phone call to the *** of the company to get here.  Since his representative contacted us the process has been great, and greatly appreciated.  Hopefully the policy will change so future customers do not have to go through what we did.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/01/2023

  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 have been a hp customer since july ******* I have been on the phone with hp instant ink customer service for over 2 hours trying to figure out why i am being charged $18.99 for a printing up grade that i never requested are authorized.however they keep telling me if i want to keep using hp instant ink i need to pay $18.99 for the 500 pages i never used and i have to pay $5.99 to start my 100 pages.i have explained to them that i am not paying for somthing i did't order are authorize to be ordered and they keep telling me that i have to pay the charges if i want to keep using my printer.i have not have had ink in over a month but i am still being told i have to pay that amount.

  Business Response

  Date: 02/21/2023

  HP Incorporated apologizes for the issues ********************************* encountered with his HP Instant Ink account. ******************** is currently dealing with a family emergency and will reach back out to HP when he is available. 

  Customer Answer

  Date: 02/21/2023

   
  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:01/30/2023

  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 01/17/2023 I placed an order for an HP Desktop PC. The pc was delivered on Jan. 21, 2023. When i plugged it in and powered it up, it started making a horrible clunking noise. The noise never went away. I have reached out to HP via ***************** and by phone. The suggestion was to run BIOS that didn't correct the issue. I just spoke to someone and was told that I have to speak to Tech Support to do another BIOS or have to pay a restocking fee! This entire process is very frustrating, and I have a lot of money tied to this. Please help!

  Business Response

  Date: 02/01/2023

  HP Incorporated apologizes for the issues ******************************* encountered with her HP.com order. A representative reached out and assisted **************** with placing an exchange order.
  

• Initial Complaint

  Date:01/30/2023

  Type:Customer Service 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 been going around in circles trying to remove 2 old printers and adding 2 new printers. no one at hp tech support seems to know what or how to resolve. i ask for a supervisor and get no where. this is ridiculous! who can i get in touch with?

  Business Response

  Date: 02/10/2023

  HP Incorporated apologizes for the issues Mr. ************************* encountered with his 
  HP ********************** App.  ************** informed his Case Manager to remove all HP **** printer.  ************* Case Manager has any further questions about what is being requested they will contact him.  
  
  

  Customer Answer

  Date: 03/02/2023

   
  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,
  
  *************************