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

  150 13571 Commerce Pkwy Richmond, BC V6V 2R2

• 

  Palm, Inc.

  3423 Southpark Pl # A Grove City, OH 43123-4828

• 

  Hewlett-Packard

  430 Mall Blvd Savannah, GA 31406-4801

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:01/27/2023

  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.

  Nov. 21st marked the day that the case was opened. I paid **** dollars for the computer. On the first major update that it installed - ten days after my $**** purchase - the computer became unresponsive, prompting a call to the ** repair center, since it was still covered under warranty. They committed to repair it, saying the repair would take 2-3 days before they sent it back, which I was completely okay with. I received a case manager, who on Dec. 14th closed the case without notifying anyone (confirmed by employees later) while the estimated ship date was suddenly moved to Dec. 30th. Afterwards, a new case number was opened, which is **********. On Jan. 5th, we received an update that the repair was done, and that the pc needed to merely re-install an update and it would be shipped out. Again, completely fine. However, on Jan. 6th, we received an update that the ship date was moved back to Jan. 27th. Naturally, we called again and inquired about the computer, since there was no previous update, and during that call we found out the case had been closed previously. After that inquiry, the business shipped back the computer with the ram memory cards and the gpu (computer parts that are essential to the computer functioning properly) both uninstalled and in an horrible state of disrepair and neglect (see attachments). Now, ** is telling me that they are still waiting on computer parts; however, they are refusing to say which ones. All I ask is that they repair my $**** computer so that I can enjoy it for more than 10 days, and so that I can work on my digital art portfolio. Thank you for taking the time to look into my case.

  Business Response

  Date: 02/01/2023

  HP Incorporated apologizes for the issues Mr. ********************* encountered with his
  OMEN 40L Desktop PC GT21-0000i (392G3AV) (s/n 2MO2371Y5T). ************** accepted a HP OMEN 40L Desktop GT21-0014 as a replacement unit. If ************** has any other further questions or concerns he may contact his Case Manager.

  Customer Answer

  Date: 02/08/2023

   
  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:01/26/2023

  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 a Hp Printer with six months free ink, and after weeks of trying to connect to instant ink, I am now told that I need wifi. I do not have wifi and cannot afford wifi. Now, I do not have a ***** to my name and desperately need ink! They are cheating me out of $150 of free ink@

  Business Response

  Date: 02/06/2023

  HP Incorporated apologizes for the issues *********************************** encountered with her Instant Ink account.  A representative reached out and processed an order for a full set of ink cartridges to be sent to *************************  If ************************ requires any further assistance she may reach out to HP Support. 

  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.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:01/26/2023

  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 a printer and scanner quit working on it called under manf warranty to get it fixed was transfered to department after department and hung up on could not get anyone to fix problem

  Business Response

  Date: 02/06/2023

  HP Incorporated apologizes for the issues ********************************* encountered with her HP Printer.  The Executive Office sent several emails to get more information on the unit.  To date there has been no response.  If ******************** still requires assistance she may reach to the email that was sent.  
  
  

• Initial Complaint

  Date:01/26/2023

  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.

  This issue is going on 2 years now. HP is a perfect example of a Corporate Slave owner. The company took my credit card information, and ripped me off. I purchased a printer, which is still under warranty. The replacement printer they sent broke, they sent it to the wrong address. Then ***** called and said, "The shipper is requesting us hold the package until further notice" They finally delivered the printer, but only after days of arguing. The replacement printer was broken, and instead of fixing the issue, they only tried to sign me up for some nonsense ink program they have. They also did not send all the pieces of the printer. And now I can't get ahold of anyone. I want my money back. I want the FULL price I paid. I want a call from someone who speaks English as a FIRST language. If I were Spanish speaking, I'd ask for Spanish speaking. With all due respect, this SLAVE OWNING company has the resources to provide service in the language their customers speak. These people are disgusting. I should not need to spend his much of my life on a printer.

  Business Response

  Date: 02/06/2023

  HP Incorporated apologizes for the issues ******************************* encountered with his HP LaserJet M209dwe Printer (s/n VND3B12649).  ********************** informed his Case Manager that he has thrown away the printer.   
  
  

  Customer Answer

  Date: 03/01/2023

   
  Complaint: 19323936
  
  I am rejecting this response because the company is not being specific. Yes, I tossed the device in the garbage, but not before taking a large massive steamy dump on top of the printer. I ate large amounts of ********* and ***************** so the process was smooth and gentle. I took a photo and posted to Instagram, so potential customers know what slave owning garbage they're dealing with when purchasing from Hewlett Packard. **** me until you love me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/26/2023

  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 have an hp m806 printer. A plastic piece at the paper exit area cracked and I opened the printer to find the part and replace it. Pictures are attached of the piece. It's a small plastic piece which has a part number on it and is easily removed or attached to the printer. HP is telling me that they do not sell that part by itself and you need to buy an entire assembly for the printer which costs hundreds of dollars. I have spoken with some printer repair people and they are equally shocked at this particular modular piece which has a part number from HP yet they won't sell it to us by itself. This is completely unfair with a very expensive printer which was advertised as easily maintainable. The part number is RC3-4554

  Business Response

  Date: 02/10/2023

  HP Incorporated apologizes for the issues ***************************** encountered with his HP ******************* M608dn (s/n CNBCN400XS).  A Case Manager left **************** a voicemail letting him know that they will follow up with him by Monday regarding the broken part. If **************** wants any further assistance, he may reach out to his Case Manager. 

  Customer Answer

  Date: 03/01/2023

   
  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 went above and beyond to resolve this issue. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/25/2023

  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.

  trying to get a HP Care Pack rebate, from hp.com. I sent the rebate form to the proper address(**************** ) on Jan 5, 2023 and was to receive a confirmation email with in 24 hrs. no confirmation yet. I understand that this is a problem for people trying to get the rebate. I only have 90 days to claim the rebate. Without a confirmation email I have no proof of filling out the rebate form that I sent in. I spent days talking to hp reps about their web site where you fill out the rebate form, when you fill out the form there is nowhere to enter the info or forward it. Finally get a rep that told me to copy it and put it in a pdf and sent it to **************** which I did. I tried calling Corp HQ but the numbers only go to reps.

  Business Response

  Date: 02/07/2023

  HP Incorporated apologizes for the issues ************************* encountered with his CarePack rebate.  An HP Case Manager has looked into the complaint and found that HP has no documentation of the request for that CarePack rebate.  An email was sent to ************** on 02/06/23 requesting the information so that HP can send it to the correct department to get that requested rebate processed once it is approved. 

  Customer Answer

  Date: 03/02/2023

   
  Better Business Bureau:
  
  

  i received  the rebate and HP closed the case

   

  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:01/25/2023

  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.

  HP instant ink is blocking me from utilizing my HP officejet **** printer.I called them 5x today was placed on hold for over an hour. Then he said I never canceled my and hung up.I need a way to escalate to upper management. I am still being blocked from printing. I called back and got the same rep. ** hung up again Called back 3 more time to get a manager.Finally got a manager and he put me on hold for 48 minutes. Then transferred me to tech support for them to remove the instant ink app off my printer.After I was transferred waited another 29 minutes and no one came to the line so I hung up.I just need IT to remove this instant ink.

  Business Response

  Date: 02/06/2023

  HP Incorporated apologizes for the issues *************************************** encountered with her Instant Ink account.  The following email was sent:
  
  IMPORTANT: Please do not reply to this email. Replies to this message are not monitored.
  
  Dear *********,
  
  This is ***** 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:01/25/2023

  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.

  After a representative of Hewlett-Packard made me aware, the company does not want handicapped people to have accounts/subscriptions. I went on made account, and went to connect the printer i inherited to state my own instant ink subscription. During which I receive the notification, your representative blocked the printer and attempt to force payment of my mom's debt which is outside probate laws; by taking over pymts her HP subscription creditors that i "acknowledged" by assuming/paying her HP acct/debt. See below: My mother had a instant **** account for her printer. She passed away on August 23, 2022. I was told by the judge any accounts or subscriptions, my mother had/using that it is important. I do not simply take over her accounts and use of them . If I become aware of any future accounts or subscriptions, I am to immediately stop use and set up my own accounts/subscriptions.On January 18, 2023 at 9:06 AM I called instant **** HP customer service, spoke to your representative, ****. I explained the above, **** repeatedly tried to collect my debt card info to take over my mom's account. He told me repeatedly Hewlett-Packard has a "policy" not to obey federal & state laws! & federal and state laws don't apply to your company! I repeatedly try to explain to ****, that what he was saying would get *************************************************** into trouble& offered Start the call over. Instead, he started saying "I agreed that HP didn't have to obey state & federal laws" ignoring my reminders this was my mom's acct who passed away. Then **** told me that my disability was too difficult to deal with, obviously I needed "more" help& was transferring me to a special team called "Disability help" department! & they did not have a phone number. Needless to say, and I was not surprised, there was no department called "disability help" and he only wished to pad his stats and avoid it being seen. He disconnected by transferring to the customer service phone number I called in on.

  Business Response

  Date: 02/06/2023

  HP Incorporated apologizes for the issues ********************************* encountered with her Instant Ink account.  The following email was sent:
  
  Dear *******,
  
  This is ***** your Instant Ink Case Manager.
  
  Thank you for taking the time with me to assist in your printer enrollment to the Instant Ink program.
  
  Currently your plan is the $11.99 plan for up to 300 pages, rollover up to 900 pages and additional pages are $1.00 per set of 10 pages.
  I have credited 2 months to your account.
  You will not be charged for up to 700 pages each of these credited months, pages over 700 per month will be billed as overages.
  I expedited a full set of Instant Ink cartridges which should be delivered on or before February 8th.
   
  I will leave this case open until February 9th end of day.
  Should I have no email reply by then, the case will be deemed resolved and will close.
  
  Here is a great link to check out regarding your Instant Ink account: ************************************************************
  
  Your current case number(s): ********** 
  
  Thank-you for choosing HP Inc.
  
  Kyla
  
  HP Instant Ink Case Manager
  
  

• Initial Complaint

  Date:01/25/2023

  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 purchased a printer and subscribed toGP's ink subscription service. There was a problem with the printer and HP replaced my computer. But, this process messed up my subscription. I need new ink for the new printer and it hasn't been sent to me. Though I've ordered it through Haps ************ and the site says it's being ailed it has said that for months. I have reached out to their customer service several times and they won't respond even I've to my request for help. I can't print. I need this printer for work and school. Haven't been able to print for weeks, maybe two months.

  Business Response

  Date: 02/07/2023

  HP Incorporated apologizes for the issues *************************** encountered with his Instant Ink account.  HP sent out a set of ink cartridges which have been received and added two free months to the account. 

• Initial Complaint

  Date:01/25/2023

  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.

  Sometime in March of 2022, I purchased an ** Deskjet **** printer along with a package of black ink cartridges for the printer totaling about $107 after taxes. I have not used the printer much since then because it has not been necessary. After attempting to use the printer recently, it is very faulty and refuses to print black colored text on any pages. The ** Smart software necessary to use the printer also has a slew of issues itself. When the brand-new ink cartridge purchased from a reputable retail store was inserted, the software advised that the cartridge was illegitimate, refilled, or counterfeit, although none of these were true. Through very brief online searches, I have become aware this is a common issue with ** devices and merchandise. ** was also the target of a class-action lawsuit in the past for similar firmware based maliciousness. I believe that ** is implementing malicious business practices to profit from individuals who do not have the means to solve issues like this themselves. I would like a refund on the items that I previously purchased along with a settlement for the time and effort contributed toward attempting to resolve these issues.

  Business Response

  Date: 02/06/2023

  HP Incorporated apologizes for the issues Mr. ******************************* encountered with his HP Printer.  The Executive Office sent ********************** several emails to get more information on the unit.  To date there has been response.  If ********************** would like assistance still he may respond to the email that was sent.