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

• 

  HP

  PO Box 5138 Lutherville Timonium, MD 21094-5138

• 

  Hewlett Packard

  110 13575 Commerce Pkwy Richmond, BC V6V 2L1

• 

  Hewlett-Packard Co.

  9401 Arrowpoint Blvd Charlotte, NC 28273-8166

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:01/13/2023

  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.

  Bought an ** OfficeJet Pro ****e in May 2022 because I started my job remotely. They very clearly advertise "Instant Ink" which comes free for 6 months. Obviously, ink is expensive so this sounds like a great deal. I signed up for their account and the instant ink. I chose the instant ink plan for every 100 pages. In the 8 months that I have owned this product, I've received 1 ink supply so every other time I've needed ink, I've had to buy it. This morning, 1/13/23, I woke up to do my job and my printer would not print and said there was an issue with my ** account. Went into my ** account, it said that the card on file was not valid and I needed to pay for my subscription. I then cancelled the "instant ink" because it is not instant or at all thinking this would allow me to now do my job but no. So I called the ** customer service line. When speaking with the agent, she said I could pay my balance and my printer would be able to work. I said absolutely not as I have received ink. She said if I paid my balance, she would send me the ink. Here's the thing about that, the ink cartridges that come with the subscription are only good while the subscription is valid. It told me so when I cancelled. So I said I have not received ink, had to pay for my ink, and am not going to pay for something that I haven't been getting. She continued to argue so I said, my subscription is for every 100 pages and I've received 1 ink package so what is my page count. She responded that my page count was 592. I said ok so I should have received ink several times and I did not, I had to purchase it. I then asked her to wave my balance as I did not receive the ink that I should have. She put me on hold and when she came back on, repeated that if I paid the balance, she would send me ink. In the midst of all of this, I asked several times for a supervisor and the she came back on every time with the same response. I just want my fee for nothing waved as I now have to go purchase a printer.

  Business Response

  Date: 01/20/2023

  HP Incorporated apologizes for the issues ********************************* encountered with her instant ink account. HP has obsoleted the account as requested by ******************.
  

  Customer Answer

  Date: 01/26/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I would like to receive a response that the fee for the instant ink account has been waived as I'd rather not be sent to collections. I closed the account myself the day I called in. This says nothing regarding the fee due.

  Business Response

  Date: 02/06/2023

  The following follow up email was sent to ******************:
  
  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.
  
  As previously stated in my email that I sent to you on February 2, 2023, since I have not heard back from you I am closing this case as resolved.
  We spoke on January 19th in regards to the final bill on the Instant Ink account and I advised you at that time I obsoleted the account which stops the charge on the account. We do not send Instant Ink charges to collections there is no charge on the account that is past due. 
  
  
  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
  
  

  Customer Answer

  Date: 03/22/2023

   
  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:01/11/2023

  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 had an HP Instant Ink subscription for many years and found it reliable. It was supposed to always provide backup ink cartridges as needed. Several months ago they stopped sending ink. January 5, 2023 I had no backup ink and couldn't print color. After about 2 hours of online chat it was agreed that cartridges would be sent and would arrive by January 19, 2023 (two weeks) and I was told I could buy ink at the store to use in the meantime. Because of this problem I requested one month free subscription. January 11, 2023 a black cartridge arrived. I called HP instant ink regarding the missing color cartridge. I decided to cancel my HP instant ink subscription as of the end of the free month January 14, 2023, because of HP Instant Ink failing to provide subscription ink properly. Then I was told that the ink cartridges in my printer, the black cartridge received today, and the color cartridge being sent will all be disabled that day. My subscription has paid for these cartridges and HP should not be able to do this and disable my printer. That HP can do this seems really invasive and dishonest.

  Business Response

  Date: 01/18/2023

  HP Incorporated apologizes for the issues ******************************* encountered with her Instant Ink account. HP offered either a full set of regular ink cartridges or three free months if she re-enrolled. **************** declined both offers and informed HP she bought another brand printer.
  

• Initial Complaint

  Date:01/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  AGENT AT HP TOOK OVER COMPUTER AND CALLED ME ON PHONE, WHEN ASK THEM TO ADDRESS ME BY NAME THEY HUNG UP ON ME BUT KEPT CONTROL OF MY COMPUTER. i COULD NOT STOP THEIR ACTIONS AND THEY CLOSED PROGRAMS MAKING ME LOSE LEGAL DOCUMENTS. THEY ALSO DELETED FILES FROM MY COMPUTER BUT I HAVE NO IDEA WHAT. I NOW NEED TO BRING MY COMPUTER INTO A SHOP TO MAKE SURE I HAVE NO VIRUS AND TO FIND OUT ANYTHING ELSE THEY DID. mY PRINTER DOES NOT WORK AND I NEED TO PAY FOR REPAIRS, THEY SHOULD PAY THE REPAIRS NAD REFUND THE PRINTER, SCREEN SHOT OF SOME OF THE DOCUMENTS ARE ATTACHED.

  Business Response

  Date: 01/24/2023

  HP Incorporated apologizes for the issues ********************************* encountered with HP support. The Executive Office sent several emails to try and get more information. However, to date there has been no response. If ******************** still requires assistance, he may respond to the email that was sent.

• Initial Complaint

  Date:01/11/2023

  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.

  After purchasing a computer that had an incorrect description of specs and calling the support line, the agent told me that I could exchange the computer for an extra $600 which I paid boxed up the exchange. ***** it with the prepaid label and she told me that the order will be shipped out the next day. Three days later I called to check on the status of the item and the agent told me that it was going to be shipped out that evening. Now I go to follow up on it the next day, and the new agent tells me that it's not gonna be shipped out for another three weeks, they have to wait to receive the original computer back and it **** to go through a 5 to 10 day inspection which leaves me without a computer for three weeks. I asked for my money back with no response so this is my last resort. I am very upset. I spent $1500 and I have no computer I have nothing.

  Business Response

  Date: 01/20/2023

  HP Incorporated apologizes for the issues *********************************** encountered with her HP.com order. The following email was sent:
  
  01/19/2023
  
  H301221145
  
  Hello Eleni,
  
  Your exchange order# H301221145 shipped on 01/19/2023 under ***** tracking# ************. Your order is scheduled to be delivered to you on 01/20/2023 before 4:30pm, and the estimated delivery is between 10:30 am - 2:30 pm. We apologize for the inconvenience this may have caused you.
  
  Cheers,
  
  ***********************
  HP.com Store Escalation Manager -
  Office: **************
  

• Initial Complaint

  Date:01/09/2023

  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 attempted to cancel my subscription to HP ink for a printer no longer connected (unplugged and boxed) and not only is the process onerous, but because it cannot connect to the printer, the HP Smart site will not process the cancellation.
  
  I'd also complain that forcing ink subscriptions is unethical and should be illegal, but I'll make that complaint to my representatives instead.
  
  I need this cancelled now, with no billing for this last cycle in which I have printed nothing and should not be charged. I am registered with them with the same information as above.
  

  Business Response

  Date: 01/20/2023

  Business Response /* (1000, 5, 2023/01/16) */
  HP Incorporated apologizes for the issues ************************** encountered with her Instant Ink account. HP cancelled the account and prepaid the final bill for******************
  
  
  Consumer Response /* (2000, 7, 2023/01/19) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:01/09/2023

  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 spent 74.86$ for HP DeskJet 2755e on 2022/06/11. The color scanning is not working. Many blue veritcal line is added (see attached file). The printer is still in warranty.
  
  I contact with their customer support. Only wasting hours. Their customer support is doing 1/ Close my case without even talk a single sentence. 2/ No reply to make you give up 3/ Copy and paste without resolving the issue. (I remember so clearly they reply me congratulations when I explain my printer's issue)
  
  All I need is some trained and real person to do some customer support and fix my printer's issue. I can contact credit card for refunding but I would like to try if HP can provide any customer service to fix problematic printer they sell.
  
  HP Support Case Number:**************************
  My HP Account is same email that I give in this complaint.
  
  Product Number: ******
  Serial Number: **********
  
  Thank you.
  

  Business Response

  Date: 01/20/2023

  Business Response /* (1000, 5, 2023/01/13) */
  HP Incorporated apologies for the issues *************** encountered with his
  HP DeskJet 2755e All-in-One Printer (s/n **********). HP sent out a replacement printer under tracking # ************ with an ETA shown as 01/13/23. If ******* needs any further assistance once the unit is received he may reach out to HP Support.
  
  
  Consumer Response /* (2000, 7, 2023/01/19) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thank you. I received the new printer which works. The package of broken printer is also returned through label HP provided and delivered. I saw the extra cost on my credit card for replacement is cancelled too so I am good.

• Initial Complaint

  Date:01/08/2023

  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 fairly inexpensive printer from HP ******************) for the purpose of printing in my small business office. The printer is an all in once printer for plain sheet paper, as well as multiple sized envelopes.
  
  I set up the printer and followed all directions. The printer works fine on regular sheet paper, but with envelopes the print quality makes the text unreadable.
  
  I called HP support and spent an hour on the phone with them. The tech remotely logged into my computer and controlled the settings, viewed the printer and computer from my cell phone camera, went through various updates and test prints and said - yes, there is a problem. She then sent my call to the next level of support for help.
  
  That level of support ("smart friend") agreed there was an issue, but would not attempt to fix the issue until I agreed to pay either a 54.99 charge for him to fix the issue, or a monthly subscription of 14.99.
  
  This is extortion! They are fully aware there is an issue with the product, but want more money to fix it.
  
  I will be returning the printer, and I will never buy another HP product again. There should be a class action filed against HP for this racket.
  

  Business Response

  Date: 01/25/2023

  Business Response /* (1000, 5, 2023/01/18) */
  HP Incorporated apologizes for the issues Mr.************* encountered with his
  HP**************************************************. Mr. ******* accepted a $75 coupon good to use on HP.com. That coupon was emailed 01/17/23 and will expire 01/31/23.
  
  
  Consumer Response /* (2000, 7, 2023/01/24) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:01/08/2023

  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 brand new Hewlett Packard printer at*************** a week ago. I followed all directions on setup. The printer worked fine with color but not with black and white. I contacted customer support which only provides two chats and a phone option. I went for the fast chat. The gentleman couldn't help and told me to stay online as he was forwarding to another department. I stayed on for two hours and recieved no response. I took matters into my own hand and purchased a new black ink cartridge. Well it solved the problem with the printer. This however made the supplied black and white cartridge with the unit defective. I then contacted through chat a customer service rep whom directed me to their "ink subscription service" in order to get a refund. I am not subscribing to a service which will rip me off anyway to solve a problem with their cartridge. I just want a new black ink cartridge for the one that was defective however there seems no resolution.
  

  Business Response

  Date: 01/18/2023

  Consumer Response /* (2000, 6, 2023/01/13) */
  I just heard from HP and they are sending a $25 gift certificate which can be used towards HP ink. I found this to be satisfactory in resolving the complaint.
  It's still bad that I had to come here to *** to get this resolved.

• Initial Complaint

  Date:01/08/2023

  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 am a longtime HP customer. I currently have six HP computers and printers in my home - all purchased directly from HP. On June 29, 2022 I purchased a laptop from HP for my son's high school graduation gift. The laptop was purchased directly from HP.com (see receipt) for $636.11. It is still under warranty. It worked fine until last month when an ink like bleed showed up on the screen. The screen began acting glitchy where the bleed was (it is a touch screen). We called HP on December 26, 2022 to tell the agent about the problem and return the product under warranty for a replacement. The case number for that call was ********* (see attached documentation). We were on the phone with the agent for quite a long time and he took control of the screen and was able to see the problem. However, he deemed the problem was from customer misuse (dropping the laptop). This is not the case. The laptop was never misused. He would not honor the warranty and told us we could send the laptop in for repairs for a $500 fee (almost as much as we paid for the laptop!). Since that call, the bleed on the screen has gotten worse and the laptop is now not usable at all. My son is out of state in college with an unusable laptop still under warranty. Again, we are longtime loyal HP customers. The fact HP is not honoring this warranty is mind-boggling. We request a replacement of the faulty laptop.

  Business Response

  Date: 01/25/2023

  HP Incorporated apologizes for the issues ***************************** encountered with her HP PAVILION 15T-EG000 LAPTOP PC (s/n 5CD2271W17). An HP Case Manager set-up a repair to have the unit sent into HP's repair facility. That order will ship to the requested address where the laptop is located. The tracking number for the repair materials is ************ and shows an eta of 01/27/23. If **************** has any other questions or concerns regarding the repair process she may direct them to her Case Manager.

• Initial Complaint

  Date:01/06/2023

  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.

  I bought a 646 dollar computer from HP. I am a windows computer lover so I still feel good about the computer when it works. However the internet disconnects time to time for unknown reasons and would not show me any connection options or even open the internet settings panel so that I could run a troubleshooter. This is especially frustrating when I am doing work. I have to do it all over again. I have contacted HP about this. I reset my computer all over again and did all of the online solutions they told me to. Sick of all that, I sent my computer back to warranty repair. I explained to them what the issue is, especially how frustrating it is. They sent me back the computer "fixed". The first time I turn the computer on, I am setting it up and not even doing work heavy stuff on it. The same thing happens again I have video and photo proof of it, so I contacted HP support and they tell me to do the same options I already have and when I asked them for a flat out replacement, they refused, which makes no sense as the computer has 8 months of warranty on it. They told me to restart the computer but I told them that would fix the problem for now, as it always does, but I did not pay 646 dollars to turn off my computer in middle of whatever I am doing to work around the matrix of the computer problems. I have a print out of the chat where the agent flat out refuses to give me a replacement of the computer and told me to contact sales. Upon contacting sales they told me that no buyback or upgrades are possible with HP so I was extra frustrated since how can he tell me to reach out to someone about something that isn't even their jobs. I just want my money back because I am never buying again from a company that has no regards to their customers time nor do they even trust that the issue exists. They told me it worked fine at the center like they were questioning me even though I have video proof of the issue existing. The video is too large so I am sending screenshots.

  Business Response

  Date: 01/20/2023

  HP Incorporated apologizes for the issues ************************* encountered with his
  HP Pavilion **** inch Laptop PC 15-eh1000 (s/n 5CD231CJCW). An HP Case Manager set up a repair for ************** to ship his unit into HP. Those materials were received on 01/17/23. ************** has since informed his Case Manager that there was no need for the repair and that HP could close the complaint.