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

  3000 Hanover St MS1247 Palo Alto, CA 94304-1112

• 

  HP

  PO Box 5138 Lutherville Timonium, MD 21094-5138

• 

  Hewlett Packard

  110 13575 Commerce Pkwy Richmond, BC V6V 2L1

• 

  HP Incorporated

  7 Eagle Square Concord, NH 03301

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:01/25/2023

  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:01/24/2023

  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 purchased the ** desktop computer less the one year ago. This morning I turned it on and it says the Hard Disk error. It just can not turn on anymore. The quality of ** computers is very poor, to begin with, if the computer does not last even one year. I called customer service and they have a completely unprofessional person who is trying to reinstall the operating system over the phone on a completely dead computer. They don't have any proper customer or IT support, they refuse to cover the product even when it has an active right now warranty. I am looking for a complete refund for the defective product ** sold me.

  Business Response

  Date: 02/01/2023

  HP Incorporated apologizes for the issues *********************************** encountered with her HP All-in-One PC 22-dd0000i (s/n 8CC1471JG8). HP technical support set-up a repair order for ****************** which shows the unit has already been sent to HP. If ****************** has any other questions she may contact HP Support.

• Initial Complaint

  Date:01/24/2023

  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.

  case# ********** I purchased a laptop from HP at BJ's and after many tries and hours with the help of tech support we could not get the software loaded on the laptop. HP said that I had to purchase a thumb drive for $30.38 that had a fix on the thumb drive. Long story short ....it didn't work and I brought the laptop back and received a refund for the laptop. Starting Nov. 18th I have been on the phone at least 8 times with HP trying to recover my $30.38 for the thumb drive that did not resolve the issue. I was assured at least 3 times it would be refunded to my account and the last time was on 1/4/23. I am currently on the phone and they offered me $75 voucher for there products which I refused. They told me they can not refund the amount owed. too many case #'s and names to put on this complaint . I did state all these issues when I filled out a questionnaire sent by the company

  Business Response

  Date: 02/13/2023

  HP Incorporated apologizes for the issues Mr. *************************** encountered with his HP **** inch Laptop PC 17-cp0000 (s/n 5CG1226XNM).  **************** is working with a Case Manager to get his $30.38 refund.  An email was sent asking to verify if the PayPal account is still valid to process the refund to. 
  
  

• Initial Complaint

  Date:01/23/2023

  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.

  On November 4, 2021, I purchased a new custom-built ** ENVY Laptop PC 17t-cg100 CTO, and this new ** laptop has a one-year Warranty from the date I physically received it on March 7, 2022, to March 6, 2023. On March 7, 2022, I opened up the new ** ENVY Laptop PC 17t-cg100 CTO, and found the following software errors: The ** Support Assistant App does not work, and I took pictures of the issues. When I run the optimization option it fails. ** Support assistance keeps giving me these errors when running the optimize your performance feature:(DO) operation not completed.(EAO) unspecified error **** (EBO) Chrome: cannot clean history; close it and try again.(ECO) Firefox cannot clean history; close it and try again.I have called and spoken to an ** Tech on the phone and emails several times trying to resolve this ** software issue, and ** keeps insisting this is not their problem and I want ** to fix it; I will have to pay additional fees. I informed the ** Tech this is a new ** Laptop, and I have a one-year warranty this issue should be covered under the laptop warranty. Their response has been the same; you will need to pay additional fees if you want ** to fix this issue.I am not going to pay any additional fees when the new ** laptop was opened from a closed ** box and powered up the laptop, and found this issue.I would like ** to honor its one-year warranty and fix this issue on my ** laptop. The one-year warranty ends on March 6, 2023. ************cell ************

  Business Response

  Date: 02/10/2023

  HP Incorporated apologizes for the issues ******************************* encountered with his HP ENVY Laptop PC 17t-cg100 CTO (s/n CND1442VS4).  An HP Case Manager set up a repair order for ********************** to ship his unit into HPs repair facility.  The materials for that repair were received on 02/09/23.  If ********************** has any questions or concerns about the process he may contact his Case Manager. 

• Initial Complaint

  Date:01/23/2023

  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 laptop from hp, an OMEN I used a company discount and spent approximately 850. The laptop starting having issue within the week, and crashed. I called to exchange it and was told they could send me one then I send my back but I have to do tech support first. So I did and it work for a few weeks then it kept crashing and having problems. I called again was told I had to send my laptop back first. Then the young lady said she could request the exchange, I get a new one then send the old back, she stated that I would receive an email within a few days. No email I called back they wouldn't do it. I am finishing my masters and could not be without a laptop, as I got rid of my old one when I got the new. So after about a week I called again got a label sent it back. At no point did Maple tell me that I would be about a week after they got the laptop before they ship the new one. I called after they received because I did not receive a notice about the new one shipping then I learned this. I was told several times over a few calls that they requested a rush on the inspection of the returned laptop. Saturday, Jan 21st, I spoke to some one who, ****************** believe, who said the laptop was inspected and they would be shipping the new one that day or Monday. I did not e pect it to ship on the weekend so I check for tracking on Monday afternoon and there was none so I called again. Only to learn that I was not yet inspected and they were not going to ship the laptop. This is the worst experience ever and the young lady offered me 50, after I told her my course is **** and I atlmnat risk of losing it over an 800 laptop. Then she tried to get me to just buy another laptop from them. This was the most hurtful experience I have ever had making a purchased of any kind. I feel I deserve some kind of compensation for the grief they have caused me, I honesty don't know what but omg.

  Business Response

  Date: 02/06/2023

  HP Incorporated apologizes for the issues ******************************* encountered with her HP notebook.  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 out to her Case Manager. 

  Customer Answer

  Date: 03/02/2023

   
  Complaint: 19323843
  
  I am rejecting this response because: I have not seen any emails from HP. If they resend I will keep and eye for it and provide the information they require. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/28/2023

  HP Incorporated apologizes for the issues ******************************* encountered with her HP notebook.  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 out to her Case Manager. 

  Regards, HP Inc.

  Customer Answer

  Date: 04/14/2023

   
  Better Business Bureau:

  I do not have an record of emails from HP, but at this point I realize they are not interested in correcting this issue. 
  
   
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/22/2023

  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.

  ********* upgraded my pc to windows 11. I use this computer to work. My computer has crashed for the last week. I have had multiple calls to ********* tech and it still doesn't work. I have only owned this computer since Dec 2021. I am now forced to choose to pay a tech about $500 to try to repair or buy a new machine. This has caused me financial harm with my time, my stress and now to go and buy a new machine. This is wrong on so many levels.

  Business Response

  Date: 02/06/2023

  HP Incorporated apologizes for the issues *************************** encountered with her HP notebook.  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 respond to the emails sent.

• Initial Complaint

  Date:01/22/2023

  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 bought to HP printers on Amazon that came with a 6-month free trial of instant ink. There was also a card that came with the printer offering a 6-month trial of instant ink. When I signed up for the program it only gave me 2 months free. I call HP and the rep told me that they would at the additional 4 months free of charge. She let me know it would take a few days since it would have to go through an approval process. It has been approximately a month and the account still shows my free trial ending on February 28

  Business Response

  Date: 02/01/2023

  
  HP Incorporated apologizes for the issues Mr. ************************* encountered with his 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.
  
  Your printer was set up as an HP Standard printer versus an HP Plus printer and therefore only received 2 months credit.
  
  I was able to add the 4 extra months.
  
  Currently your plan is the $3.99 plan for up to 50 pages, rollover up to 150 pages and additional pages are $1.00 per set of 10 pages.
  Your account is showing a total of 5 months credit.
  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.
  Billing for Instant Ink plan pages will begin on June 29th, 2023.
  
  Please note that credits will only cover the Instant Ink plan charge.
  Your account has added on to it "Paper".
  This means that you will still see the monthly charge for your paper add on at $1.99 + tax each month on the 50 page plan.
  Your paper add on will start to be billed beginning February 28th, 2023.
  Your paper add on can be canceled any time, please remember though, when canceling that we are a post paid subscription service, so the final charge will bill out at the end of the billing cycle in which you cancel in.
  
  
  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:01/21/2023

  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.

  I bought instant ink July of 2022, and never received. I made a complaint via their customer service in November when they requested more payments and had it sent again. Still nothing. I checked my account and it was addressed to someone I have never met. I have screenshots of my ink being delivered to **. Something is going on. I tried to contact them this week for my ink and they kept disconnecting chats. No help. I want my ink I paid for and this canceled. My printer will not work with the ink I've already purchased in the past because I am not updating payment. Someone is stealing my ink. I would like resolution. I did change my passwords.

  Business Response

  Date: 02/06/2023

  HP Incorporated apologizes for the issues ************************************* encountered with her Instant Ink account.  HP has applied a $5.00 prepaid code to the account and re-shipped the requested ink cartridges.  If ************************ requires any further assistance, she may contact her assigned representative.

• Initial Complaint

  Date:01/21/2023

  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 bought the ** Office jet **** series last spring (2022). The companies contact and supports are completely useless the only way you can get a hold of them is through an online assistant chat which is not even usable or helpful. I have complained and gave bad reviews to the online assistant- they do not care I don't think they have anything to do human wise with their online chat system. My issue with this product is you have to be on the ink supply program in order for the printer to work they have been sending me way too much ink I have changed the program multiple times to reflect the lowest amount and no matter if my ink is full or not they charge me for another month and send me more ink. This ink program they make you sign up for to use the printer is no knowledge to the consumer before you buy the product. If I had known that I had to be registered in this ink supply program to use my printer I wouldn't have bought it. If I cancel the ink my printer does not work so it doesn't matter. I have enough ink cartridges to last me the next year they still bill me every month and send more ink even though they apparently can see how much ink I'm using through the app. This is absolutely ridiculous wasteful costly and I believe it's very fraudulent because they do not tell the consumer before you purchase that you need to purchase ink program to make it work I only purchased it because it seemed like a good deal at the time and then when I went to cancel because ink was piling up I realized that my printer was completely useless. I have been attempting to talk/email/chat with a human being for over 10 months. Now I am beyond frustrated and ready to throw this $200 printer out in the middle of my driveway and proceed to drive over top of it multiple times and never EVER buy an ** product ever again in my life no body needs this stress.

  Business Response

  Date: 02/01/2023

  HP Incorporated apologizes for the issues Ms. ************** encountered with her Instant Ink account. Unfortunately a representative was unable to contact her to discuss her complaint. 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 ** 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 ** 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

  Customer Answer

  Date: 02/01/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The 2 phone calls I received were during my business meetings at 9:00am. The email I received the first time said that any emails I send ti them will not be received in real time and that they will call again the next day between ****am. When they called the second time-again during my 9 am meeting I could not answer. 5 mins after the 2nd phone call I received an email that my case is closed and not to contact them through email and to call customer support if I have further issues. I called back within minutes of the email and had customer service put me on hold for 30 mins while waiting for management to come on the phone. I told the lady before being put on hold that I have a meeting in 30 mins that I can not cancel- at 10 am. I had to hang up due to my meeting starting. They called me back and their solution was to send me bags for the unused cartridges that I paid for to be returned to them. So this means I paid for product I didn't need and their solution is for me to send back the unused cartridges that I paid for with no reimbursement. The two customer service reps that I dealt with constantly reminded me that I missed a phone call and I told them yes I did because it was during my meeting and I can't email them back because it doesn't work in real time. There's no phone number other than the customer service phone number that I called and had people that didn't understand what was going on. I had 24 hours before they dropped my case completely. My issue is that I applied for the ink program- once I cancelled the program because I had a ridiculous amount of cartridges billed to me that I am not using. Once cancelled the printer no longer recognized any of the cartridges purchased through HP ink. So therefore the printer no longer worked. When I had to print something for my business it was either throw out the printer and get a new one or get back on the ink program. Since I don't have time to get a new printer while printing invoices I purchased the ink program again and all the ink cartridges worked again and were recognized by the printer. So not only do they not tell you that you need to purchase this ink program before buying the printer they also constantly bill you once or twice a month for it when your printer is supposed to be able to tell the program how much ink it needs and I have over a years worth of ink sitting waiting to be used because they constantly bill me and send me more ink and I can't cancel because the printer won't work. I feel locked in because now I have a years worth of ink to use and I still need to be on this program which sends me more ink- it's either waste all that money that I spent on ink cartridges and buy a new printer or keep on the ink program that they've locked me into.

  Business Response

  Date: 02/07/2023

  HP Incorporated apologizes for the issues ********************************************* encountered with her HP OfficeJet ****e All-in-One Printer (s/n TH14O1P0V7).  HP reached out and explained how the program works and applied three months to the account.  If **************** has any other questions she may reach out to the Instant Ink department. 
  
  

  Customer Answer

  Date: 03/24/2023

   
  Complaint: 19323817
  
  I am rejecting this response because:
  Not once did ** address the fact that they do not state that the customers need to have the ink program for the printer to work. My issue is that I wouldve never bought the printer if I had known I had to have the ink program.  The three people I talked to at ** ink didnt understand this at all and thought I was complaining about getting extra ink. My issue is that nowhere in the description of the product or on the box did it say I needed this ink program for my printer to work. I  am I locked into this program because If I cancel the ink program my printer does not work nor will it recognize any ink cartridges put into the printer even if it is directly from the ** company. So my option is to stay on the program and be charged not only for the ink that I use but for the paper that I use even though I have purchased the paper - I need to pay to print on the paper. My other option is to throw this in the garbage because again it will not work if you cancel the ink program. I paid $200 for something that did not state that I needed a program -and to pay it all the time because if you dont your printer doesnt work.
     I am extremely upset because again I will state this for the hundredth time because ** doesnt get that I am upset because they do not state that you need to be on this program or the printer does not work they are misleading the consumer.   
  
  Sincerely,
  
  ****** P

  Business Response

  Date: 05/03/2023

  HP has reached out to the customer regarding the ********************** ink program. Should you have additional questions or concerns, please contact the Instant Ink team at **************.

  HP Inc.

• Initial Complaint

  Date:01/20/2023

  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've been trying to resolve a problem for the HP Instant Ink service for which I've been paying for over 5 years. It's been weeks since I initially tried to obtain support, and I've spend three hours on the problem, so far, with no resolution, for a product I pay for with monthly fees. It appears to be impossible to receive support for the Instant ************ and the service does not work as advertised. This is the second time a cartridge the service has sent me arrived in a non-functional state. When I connect to HP support, it tells me my printer is out of warranty and I'm not eligible for support. HP Instant Ink is a completely separate support system and cannot be accessed at the same location. I repeatedly get asked to authenticate/login when navigating the site, which isn't just annoying, but confusing and prevents me from quickly accessing support options. And, when I finally was able to create a case, HP doesn't act on it. I went to my account and it shows no open cases. There is no phone number available anywhere on the web-site.Case Number **********

  Business Response

  Date: 01/26/2023

  HP Incorporated apologizes for the issues ******************************* encountered with his Instant Ink account. HP sent ********************** a color ink cartridge under tracking # ************ with an ETA of 01/31/23. If that color ink cartridge does not resolve the issue ********************** may reach out to HP Support.

  Customer Answer

  Date: 02/04/2023

   
  Complaint: 19325636
  
  I am rejecting this response because: the business did not provide a response to my complaint and did not provide a refund.  None of my complain was actually addressed by the business response.  I spent another hour and half on the phone with *5* different support specialists and was, eventually, able to initiate a replacement.  I'm not going to rehash the complain, but anyone can see it wasn't addressed.

  What will the business do regarding it's broken contract?  I payed for a service that I didn't receive and I was not able to obtain relief through the HP Instant Ink service...ever.  I had to call around, passing through different HP services that were *not* HP Instant Ink services, before I got lucky.  This was luck because I couldn't access this service though my HP Instant Ink service.  What happened to the service request I initiated? Why was it never acted on?  Why is there no record of it?  I expect a refund for the service that did not operate as contracted.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/21/2023

  HP ***************** reference case **********, customer can contact support for further troubleshooting- **************.

  Regards, HP Inc.