Complaints

This profile includes complaints for HP Incorporated's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  HP Incorporated

  1501 Page Mill Rd MS 1247 Palo Alto, CA 94301-1112

• 

  HP Incorporated

  950 W Maude Ave Sunnyvale, CA 94085

• 

  HP Incorporated

  303 Second St #500 San Francisco, CA 94107-3639

• 

  Hewlett Packard

  420 Mountain Avenue P. O. Box 6 Murray Hill, NJ 07974

• 

  Hewlett Packard Company

  45 BARNWOOD CT FLORENCE, KY 41042-9110

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:01/19/2023

  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.

  On January 11, 2023 I attempted to print a document and could not due to a cartridge error. The ink is from HPs Instaink service which promises free replacement ink and service if there be a problem with the ink. My problem is the ink they sent, leaked out into the printer so now I have printing issues from my guess damage done from the ink leaking.The printer I have is enrolled HP's HP+ and has a valid warranty status for 70 months. When trying to get the error fixed there is no option to file a claim, but I can take the printer to a location-still pay out of pocket for a service that is supposed to be covered by the "Care Pack" and HP+, and I won't have a replacement while I wait for 3 weeks for my printer to be repaired. My wish is to get an immediate replacement for this printer which was shipped directly from them, as was their ink, or receive a full refund for the printer and ink. When I attempt to file a HP+claim HP makes it impossible to do so. The printer is fully registered to me and my address and since this problem occured it no longer shows on my HP website account, but still shows in my HP smart account. It makes me sign in over and over again and gets no where. When I've tried to manually readd the printer to my account it just tells me the service is unavailable. It's a rip off and a fraud. Searching on the web there are several reports of HPs fraud on customers with their products. The customer service is NO help.
  

  Business Response

  Date: 02/01/2023

  Business Response /* (1000, 5, 2023/01/30) */
  HP Incorporated apologizes for the issues that*********** encountered with their Instant Ink account. Unfortunately, HP was unable to reach them to discuss the complaint. The following email was sent:
  
  IMPORTANT: Please do not reply to this email. Replies to this message are not monitored.
  
  Dear***,
  
  This is Ruby, 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): ********** have 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.
  
  Ruby
  
  HP Instant Ink Case Manager
  
  
  Consumer Response /* (2000, 7, 2023/01/31) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thank you for waiting on my reaponse, I just noticed they were all going to my spam folder. I have resolved the issue with my printer and figured out the reason my printer wasn't showing up on the warranty page because I hadn't fully properly registered it. My mistake but HP should have notified me that even though it is covered, it needed further registration. I figured it was already since it was all through the subscription. The ink cartridge error message is gone after I got replacement inks. Still, it had been since September that a refill was sent :/ it would be nice to get those months back on my subscription. Thank you.

• Initial Complaint

  Date:01/19/2023

  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 have spent hours on the phone trying to enroll into **'s insta ink program and to get our Office Jet Pro **** printer back on line. The technician who was assisting me on 1/17/ couldn't resolve the problem. I called back on 1/18 and after hrs on the phone I needed to get info to complete the process so the tech scheduled a call -back for 3PM EST but called at 5:30 pm while I was out. After I did not receive the call-back at 3:00, I called ** and I spoke with 6 different people who kept transferring me from ***** to ***** until I finally requested a supervisor . I was connected with a supervisor named ****. He was willing to assist but after 50 minutes of being transferred around I had to leave for an appointment so we scheduled a 9:00 am call-back for 1/19/23. **** did not call back at the scheduled time on 1/19/23 so I called ** at 9:22am and asked for him. They apologized and said he was with another customer. I informed them that I was making a complaint with the BBB and hung up. **** called back but I did not have the time to spend at that point to resolve this issue. Hours of my time have been wasted. This is not the way that tech support should be handled and I feel that the ** company administrators should be made aware of how customers are being treated.

  Business Response

  Date: 02/06/2023

  HP Incorporated apologizes for the issues ************************************* encountered with her HP OfficeJet Pro ****e All-in-One Printer (s/n TH1161612J).  HP sent ************************** a set of ink cartridges which have been received.  ************************** informed her Case Manager that the printer is now working.  
  
  

• Initial Complaint

  Date:01/19/2023

  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.

  I purchased a laptop recently and the features that I discussed with the sales representative was not honored. A supervisor said she would refund 50 dollars, and give me points on the hp website, but this does not suffice because the feature that was needed is essential. I need 150 taken off of my entire bill and credited back or I need a completely new computer made from scratch like the one I just purchased with all the features I requested at a discounted rate. My email is ********************** You will find my information via my email address.

  Business Response

  Date: 01/27/2023

  HP Incorporated apologizes for the issues *********************************** encountered with her HP.com order. A representative reached out and assisted ****************** with an exchange that had upgraded specs. If ****************** has any questions or concerns about the exchange process she may contact her assigned representative.
  

  Customer Answer

  Date: 02/01/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The person that contacted me statements was extremely contradictory and he lied. First he said, he would provide many upgrades and how he has a lot of power to do things because of his status and then took all of his offers back and said he is only doing 1 upgrade and it is not the error of HP. At the end he was very rude as well. He did do an exchange with 1 upgrade but for the trouble I encountered I did not receive any compensation like he said originally. He lied. I did not receive my computer yet so I need to make sure that my order is as expected. I also need compensation for the trouble I encountered with this company as I now need to transfer all information from 1 computer to the next and return the computer. This is additional time and money spent and I need assistance for transferring my information, which is stressful.

  Business Response

  Date: 02/06/2023

  ****************** was made three offers when she was contacted by the ** Store.  ****************** accepted the rebuild of her unit with a free upgrade. The upgrade chosen was the storage component on the laptop.  The new order shipped under tracking # ************ with an ETA shown as 02/06/23. 

  Customer Answer

  Date: 03/23/2023

   
  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:01/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a OMEN by HP 25L Gaming Desktop PC GT15-0000i which blue screened after a weeks use and is nothing more than an expensive paper weight. I've tried to get through their support process for weeks, but it's just a bunch of chat bots with no pertinent information, and no support. I tried to return the product, within the advertised 30 day window, but to do it, I have to have tried their support agree which of course I can't because I can't get to anyone in support. Since one the reasons I can't get support is that it requires my cell phone and says my cell phone number is invalid, this seems like its by design to run out their warranty. I have attached a photo of the blue screen, and the serial number, a pdf of the proof of purchase, and a screen shot of their software denying my cell phone (thus any support). It's also worth mentioning that I have tried to go though ********* to resolve the bitlocker issue, but because I had to change a phone number the ********* 2 factor authentication has locked this avenue for a month long after my chance to return this product would expire. Thanks for all the help.

  Business Response

  Date: 02/06/2023

  HP Incorporated apologizes for the issues ******************* encountered with his 
  OMEN by ** 25L Gaming Desktop PC *************** Base Models (s/n 2MD250536Z).  ************ is working with an ** Case Manager and the ** Store to get the unit returned.  If ************ has any questions about the process he may contact his Case Manager. 

• Initial Complaint

  Date:01/18/2023

  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.

  Hello,I purchased a laptop on HP.com on Tues Jan 10th. After receiving the laptop on Friday Jan 13th, I was told the laptop wasn't covered under warranty and got it from ***** I told the rep, I purchased it on Hp.com. then the rep told me, the warranty is from Nov 2022. I told the rep how could that be when I just got the laptop and bought the 3 yrs warranty for over $100. Then the rep updated my warranty info. It was to the point where I decided to return the laptop I bought bc all the warranty info, Etc should've been in the system in the 1st place instead of having to send rep ***** of purchase & going back & forth. Very poor customer service. I've asked for a manager and speaking with reps that my restocking fee be waived. I was told No. I would like to have my restocking fee waived. I was even told by a rep that I could have my laptop could change to a touchscreen, meaning keeping the same one but changing it. I took a screenshot that I've attached with the rep telling me that. Spoke with another ***************** told me No.

  Business Response

  Date: 01/27/2023

  HP Incorporated apologizes for the issues *********************************** encountered with his HP.com order. As a one-time courtesy HP has refunded the $60 re-stocking fee.

• Initial Complaint

  Date:01/17/2023

  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.

  02-16-2016 my husband bought me an HP Envy computer.I asked him what he paid for it and he told me $899.99 for the computer ****** for 3-year warranty and ***** for a computer bag.He said don't worry it will pay for itself.2020 the hinges broke the left one first then the right.The handle on the *** player fell off.The computer started overheating(causing a slight burn on my left leg( I fell asleep while captioning a movie)Then the monitor started glitching out, the monitor cracked, so I had to tape it togehter so it would stop cracking, the frame had a crack by the keyboard, then I started smelling a kind of smoky smell , then the computer stopped working altogether.The warranty expired, and I couldn't afford to have it looked at , I contacted HP through ******** because it's hard to get in touch with the corporate office without being on hold for hours and someone contacted me through ******* and said that since it took a while for me to get back in touch with them so they considered the case closed so I went to HP complaints website and put up to comments, but they reviewed the comments and decided not to publish them. I don't know what to do and I'm tired of trying to call them and I have a 30 to 45-minute waiting time.I don't know what will become of this complaint, but I just feel that for what my husband paid for it I feel cheated. I feel I should get some kind of compensation because I have ******* and an e-commerce site and there is only so much I can do with this Chromebook that has only 15 GBI feel like I should get a refund or something because my husband works hard and I have degenerative disk disease and can't physically work so I'm trying to earn some money working from home.

  Business Response

  Date: 02/06/2023

  HP Incorporated apologizes for the issues *************************************** encountered with her 
  HP ENVY Notebook - m7-n109dx (s/n CND6024CC0). **************** has been offered a $250 coupon good to use on HP.com.  **************** informed her Case Manager she will verify with her husband before accepting the offer. Once **************** decides how she would like to proceed she may contact her Case Manager to move forward. 

• Initial Complaint

  Date:01/16/2023

  Type:Billing 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.

  Beginning in September 2021 when I was contending with numerous health problems with which involved vision and neurological damage and processing problems along with paralysis a HP instant ink replacement program was selected and I began to pay $54.29 monthly until January 2023. When a caretaker noticed the deduction being made, and while she was trying to get things printed off for medical disability for me, we ran out of ink, and it was then discovered that for many months I not been even receiving ink and only a few pages were printed each month and the plan that was selected was not as I thought what I was seeing which was $4.99 but actually $54.99, I contacted HP right away and asked that they prorate the previous months beginning in September 2021. I explained that I have extreme medical problems have not been able to work because of vision and neurological processing along with a whole bunch of other medical issues as well is that my minor child has been the one helping me pay bills and he is the one that uses the ******* and he was only doing his best to help me and Gasly I requested that they prorate all the previous months and issue a refund they flat out refused to do this and say that it's basically too bad they could give me one or two months of free printing in the future. I explained that right now I had to pay $205 to have somebody go to ****** and Deliver ******* ink for the ******* that could be used right away that they had obviously not honor the program at all because they hadn't even delivered any ink for mini mini months and it's run dry right now she tried to say it might've been a bad cartridge . They charged $54.29 each month for a service that wasn't even used barely at all some months only 70 pages were printed off. And they had me signed up for a program for **** pages . The day I need to sue ******* I'm out of ink and they have none here for me to use. I asked for refund and they refused.

  Business Response

  Date: 01/26/2023

  
  HP Incorporated apologizes for the issues ******************************* encountered with her Instant Ink account. Unfortunately HP was unable to reach ****************** 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 emails.
  
  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): ********** have 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.
  
  ****
  
  HP Instant Ink Case Manager
  

• Initial Complaint

  Date:01/14/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I "own" an ** OfficeJet Pro ****. I say "own" because it's really more like it's rented. When my initial ink cartridges ran out, I chose to save some money by purchasing remanufactured cartridges from LD Products. The ** app quit tracking my ink level because they are not ** cartridges. I also did not want to use the HP instant ink program, because it is cloud based. I do not want my printer to be accessible from the internet. Now, every time I attempt to print, it comes up with a message telling me to connect the printer to the internet. I have to clear this message every time I print something in order for it to continue. I am told there is no way to change this other than to connect to the internet. It is a violation of my privacy to force me to connect it to the internet. These are not things which were made clear prior to purchase.

  Business Response

  Date: 01/26/2023

  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 no response. If ****************** still requires assistance he may respond to the email that was sent.

• Initial Complaint

  Date:01/14/2023

  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 a laptop which warranty will expired on Jan 18, 2023.
  Las December after Christmas I was able to contact their tech support (after so many attempts), asking for a new power adapter as the one I had was no longer working, after like 2+ hours troubleshooting just to verify that in fact the adapter was dead (I guess it is their job) the decided to send me a new one in like three days but I ended it up receiving it in like 10 days. I was told by the technician that they would send me the new part with a return label as they want the bad one back and if I don't return, they will charge me for the new adapter they are sending me which is I believe around $200 or so that I am not willing to pay since that is a warrantied part. Well, they did not send the return label, I've been trying to contact them several time every day I even send them feedback in their website page which is the only option I have to contact them, I need to get their return label so I can return the bad adapter. I believe this CON ARTISTS are just hiding to just charge me for the part they send me or waiting for the warranty to expire.
  For a big business company like HP, this is ridiculous, abusive, and not a good business conduct. I need them to send me the return label or if they change their mind about the bad part, they need to let me know that and assure me that I won't be charge any money as it is not my fault, I work too hard for my money to allow them to steal from me.
  
  **************
  Customer Service Order number:***********
  

  Business Response

  Date: 01/26/2023

  Business Response /* (1000, 5, 2023/01/24) */
  HP Incorporated apologizes for the issues ****************** encountered with HP Support. An HP Case Manager informed him that he would not be charger for not returning the defective charger. If Mr. ******* happens to see any charges from HP he may reach out to his Case Manager for it to be resolved.
  
  
  Consumer Response /* (2000, 7, 2023/01/25) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I want to thank BBB for handling this case, I see the effectiveness of this institution, have I not file the complaint, I know HP would've never resolve my case.
  
  Thanks,

• Initial Complaint

  Date:01/14/2023

  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.

  Date of the transaction: Nov 29, 2022 Order Number: H374558934 The amount of money you paid the business: $796.86 What the business committed to provide you: A functional, defect-free laptop.What the nature of the dispute is: I purchased a laptop from HP on Nov. 29, 2022. I received the laptop on Dec. 15, 2022. On Dec. 26, 2022 I attempted to use the laptop, however it would not start or work in any way. After multiple phone calls with HP support, it was determined on Jan. 9, 2023 that a replacement laptop would be provided. Since this determination I have not received any communication (despite my phone calls and emails) as to when my replacement laptop will be provided. I fear that HP is ignoring my issue and has no plans to provide me with a replacement laptop.Whether or not the business has tried to resolve the problem: Based on the lack of email, phone, or any type of communication, I have to assume that HP has not done anything to replace my defective laptop.Account/order/tracking number: Order Number: H374558934 Consumer ********************** Case#: ********** CRM:0078186000974

  Business Response

  Date: 02/01/2023

  HP Incorporated apologizes for the issues ********************* encountered with his HP ENVY x360 **** inch 2-in-1 Laptop PC 15-ew0000 IDS Base Model (s/n CND2480X1W). ************** is working with an HP Case Manager to find an acceptable replacement unit.

  Customer Answer

  Date: 02/01/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  My case manager **** has done nothing except waste my time. **** has been "working" with me since January 9th and he still cannot tell me when a replacement will be sent to me. Please review the email communications and phone calls to be appalled by his lack of professionalism. HP has had my money since the end of November, and I have a door stop to show for it. My request is very simple: send me a new working laptop as described in my order from last November. Saying that "************** is working with an HP Case Manager to find an acceptable replacement unit" is strange. Why do I have to "work" to find a replacement. Previously, you only needed my money to send me a laptop, not any labor on my part. Why is HP not providing me with the laptop that I payed for over 2 months ago? I expect a phone call or email from HP specifying exactly when my laptop will arrive. Come on HP, do better!

  Business Response

  Date: 02/08/2023

  ************** accepted HP ENVY x360 Laptop 2-in-1 15t-ew000 as brand-new replacement. That order was placed on 02/08/23 and has an estimated receive date of 03/01/23.  If ************** has any further questions or concerns he may contact his Case Manager. 

  Customer Answer

  Date: 03/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the ** in reference to complaint ID ********, and find that this resolution is just barely sufficient.

  Let it be known **, that this will be the last transaction from me with your business. And I will warn everyone I know to avoid your products as well.

  I have lost on the order of 8 hours of my life on the phone and responding to emails over the course of 2 months to receive a laptop I paid in full for upon initial order.

  How it takes over 2 months to get a replacement from a manufacturer of a product is incomprehensible. 

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