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

• 

  Hewlett Packard

  150 13571 Commerce Pkwy Richmond, BC V6V 2R2

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  HP Incorporated

  7 Eagle Square Concord, NH 03301

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  HP Incorporated

  263 Tresser Blvd Stamford, CT 06901-3236

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:12/30/2022

  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 have a complaint against HP **** regarding a new program that they started this year (2022) for a printer subscription and ink. I was already signed up for the ink replenishment and was happy with it, so I decided to do their printer program also. I got the printer and unfortunately, my dad was in the hospital and so I didn't get the printer installed right away. I was on the understanding that I would have time to use the printer to see if I liked it and would be able to return it or exchange it if I didn't like it. Well, after using it, I realized that it didn't have a feature that is important to me and that I have on my other printer. I dealt with it though and used the new printer which I do not like. Then I had an issue with the printer, called support and got it fixed. I don't use the printer for a while and then I go to use it and now the printer is just printing black stripes across the printer. I call support, we go through everything and nothing fixes it. After releasing the call I realize that I had 2 new printer cartridges and installed them to see if that would fix the problem. It did not. I called support back and went over the issue. All I want is to be able to return the printer and not be enrolled in their program. This program has been a nightmare from the get go. I have talked with multiple people and keep getting told all they can do is exchange the printer. I would think that if you are coming out with a new program there would be kinks in it and that they would try to make their customers happy and make the system work better. I am going to be unplugging the printer and using my old one. I will be paying for a service that I cannot use and no longer want to use. I don't even want to buy anything from them if this is how they want to conduct business.

  Business Response

  Date: 01/13/2023

  
  
  HP Incorporated apologies for the issues ******************************* encountered with her Instant Ink account. The account was cancelled, and HP processed an order to have a full set of ink cartridges sent out. Once those cartridges are inserted ****************** may resume her normal printing.
  
  
  
  
  

  Customer Answer

  Date: 01/25/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  They only cancelled the instant ink portion, which I had already been subscribed to. The printer program is what the complaint is for. When the *** called me to cancel the subscription she said I would be charged for the printer. This company has 2 different programs. I'm disputing the fact that they want to charge me for wanting to cancel my printer subscription because I've had nothing but issues since I started it.

  Business Response

  Date: 08/09/2024

  Complaint #: ********** BBB Complaint received on Jan 5, 2023. Customer complaining about the HP's printer program. Customer liked the ********************** Ink program, hence opted for the printer program too. Customer could not use the printer right away due since her dad was at the hospital. She later set it up but the printer had print quality issues. Customer contacted HP to cancel her enrollment to the printer program but was told that only option was to exchange the printer. HP responded on Jan 13, 2023 that customer's ********************** ink account was cancelled and a full set of ink cartridges were shipped. Received rebuttal on Jan 30, 2023. Customer stated that issue was with the printer program and not the Instant Ink program. ******** was told that she had to pay if she wanted to cancel the printer program. No HP response documented post this.

  
  

• Initial Complaint

  Date:12/30/2022

  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 HP laptop (sn **********) in May 2022 from ********* which is a HP authorized seller.
  
  Last week when I was trying to claim some warranty service, I found the warranty on this laptop was expired on Oct 31 2022 by checking status online with the serial number.
  
  I contacted the HP customer service online and was trying to dispute the warranty there, but my request was denied simply because the receipt uploaded has an ebay logo there.
  
  Yes, this laptop was purchased over***** Platform, but the seller is********** which is a HP authorized seller. ********* has several channels to sell products, including***** platform, ****** platform, ******* platform, its own online store, its**** store, et al. It DOES NOT matter through which channel I purchased this HP laptop from, as long as it was purchased from HP authorized seller, I should be entitled to the 1 year HP warranty.
  
  ******* is doing the same thing to sell HP laptops over different channels including*****, its own website, its own**** store, and even pop-up kiosk (like vending machine in airport). I do not see why products should be differentiated in warranty service by omni-channel.
  

  Business Response

  Date: 01/25/2023

  Business Response /* (1000, 5, 2023/01/18) */
  HP Incorporated apologizes for the issues Mr.************* encountered with his HP **********************************************************. HP is providing a one-time exception free repair of the unit. That repair request was submitted on 1/17/23. If Mr.**** has any questions or concerns during the process he may direct them to his Case Manager.
  
  
  Consumer Response /* (2000, 7, 2023/01/24) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  HP promptly responded with a customer-oriented and tailor-made solution, and followed up in time to make sure of the smooth progress.
  
  Thanks

• Initial Complaint

  Date:12/30/2022

  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.

  Some time towards the end of November 2022, I received a printer driver update and clicked on the update. Several days later I needed to replace a cartridge and when I did it said that I wasn't using a cartridge with a genuine HP chip. I was using a genuine HP cartridge. Apparently their "update" now does not even recognize HP's own cartridges, which has rendered my printer completely useless.
  
  I went online and followed the prompts to have someone walk me through how to fix the issue, and I did receive an email back, but the link they sent was to a page that was not available. When I replied to the email they responded by saying they were part of HP, but they didn't deal with printers. So how did I get to them to begin with if I was following prompts on the customer service portion of their portal.
  
  I have tried removing the print drivers and reloading new ones, but that isn't working.
  
  I want them to fix this issue or send me a new printer. I have not had a working printer since December 2nd.
  

  Business Response

  Date: 01/24/2023

  Business Response /* (1000, 5, 2023/01/11) */
  HP Incorporated apologizes for the issues Ms. ************* encountered with her HP printer. The Executive Office sent Ms. ***** several emails to get more information on her printer however, to date there has been no response. If Ms. ***** still requires assistance from HP she may respond to the email that was sent.

• Initial Complaint

  Date:12/29/2022

  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.

  My NEW Laptop broke and HP tried to repair it. They are not able to get the part and have no ETA as to when or if the part will ever come in. I have called every week twice a week and was told each time that someone will call me. No one ever calls me back. I asked to speak with a manager and they said that is not an option. They have no ETA as to when or if I will get my laptop back but need one for my ****** program Jan 3rd. The loaner they sent me keeps freezing up so I had to send it back. I am requesting a credit back to my credit card OR a HP gift card so I can order a new computer since this one should not have stopped working after a month. I also purchase the premium warranty. TOTAL was $650.37. On 12/19/2022 I called again and asked to speak with a manager but was hung up on. I called back and they said this is not an option that we do not let customer speak with our supervisor or manager ????!!!!! This makes no sense. I was told that I would get it on 12/10/22 then promised again on 12/20/22 but now they said they have no ETA if or when I will get it back! I am requesting a credit back to my credit card OR a HP gift card so I can order a new computer since this one should not have stopped working after a month.
  ARM# *******
  SN#: **********
  HP CASE# **********
  

  Business Response

  Date: 01/18/2023

  Business Response /* (1000, 5, 2023/01/09) */
  HP Incorporated apologizes for the issues Mr. *************** encountered with his HP ****************************************************** Mr.******* accepted a brand-new HP Laptop - ********** as a replacement unit. That order was placed on 01/09/23. If Mr. ******* has any further questions or concerns he may direct them to his Case Manager.
  
  
  Consumer Response /* (2000, 7, 2023/01/17) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I have yet to receive the item yet but it will be past the 10 days needed to respond to the ***. I am hopeful that I will get the item soon. I am just sad that I had to complain so much to get an answer from HP. In the past they have been the best but not anymore :-( I can not take the chance of being without a computer for 6 months ago. thank you *** for the help

• Initial Complaint

  Date:12/29/2022

  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 inadvertently signed up for the "Mobile Fax" service and tried to cancel the service, however, the online technical support team was not able to assist me; I called the***** number and spoke with a customer service by the name of******, she ended up transferring me to *****, they were not able to cancel my service or subscription. The website is misleading, and their customer service department is not able to cancel a service despite options on their email to log on for support. I want my "Mobile Fax" service cancelled and do not want to be billed for the subscription I have made a good faith effort to cancel the day it was signed up for, but no one is able to assist.
  

  Business Response

  Date: 01/20/2023

  Business Response /* (1000, 5, 2023/01/16) */
  HP Incorporated apologies for the issues ************* encountered with his HP OfficeJet 4650 All-in-One Printer (s/n***********) and his Mobile Fax charges. An HP Case Manager is currently awaiting response from the correct department to assist Mr. *****. HP apologizes for the delay and being sent from department o department. HP is actively trying to get this resolved and cancelled for Mr. *****.
  
  
  Consumer Response /* (2000, 7, 2023/01/19) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I have tried to call back They canceled please close ticket

• Initial Complaint

  Date:12/29/2022

  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.

  ************ tracking number
  1st order # ********** $743.74
  2nd order #*********** $53.12 total $796.86 paid
  Ordered a laptop on December 10th on hp.com for**************************** Christmas, received all the emails about receiving and shipping. Their estimated time of delivery was between the 15th and 20th but fedex sent a text saying out for delivery on the 14th. no package on the 14th, i called ***** and HP everyday and let them know the situation a week later on the 20th spoke the supervisor Luna who told she to place another order and spend an additional $53.12 and them give me free priority shipping so I pay the additional fee and she tell me I can pick this one up at a ***** facility and it be there by the 22nd. I receive the received email about the laptop but the shipment email no. So i start calling them. They tell me this time it was an issue with the shipping company but it'll be out for shipping on the 23rd. 23rd comes no updates I call again. They look up my case and they tell me then it's guaranteed to come on the 27th due to the weather and Christmas. The 27th comes, and guess what, no update no laptop. So i call and the supervisor **** answers and I tell her what's going on. She hangs up on me, 3 times, each time I kept calling back. So i call again and Luna is the agent. I talk to her and she tells me the reason the laptop hasn't shipped is because I need to make a police report. Now I've been calling the people since the 14th and it was now the 27th and I'm just now hearing anything about a police report. So then I go to the police station and get the report and emailed it to them. Cake back and talked to supervisor ***** and he told me that they have to investigate more with the police report and that'll take 1 to 2 days and then depending on the results I'll get my refund in 3 to 5 days after that. Because i told want their laptop anymore I'm going with a whole different company. They definitely lost a customer after all that.
  

  Business Response

  Date: 01/26/2023

  Business Response /* (1000, 5, 2023/01/05) */
  HP Incorporated apologizes for the issues Ms. ************** encountered with her HP.com order. The following email was sent to the customer who placed the order:
  
  01/04/2023
  
  *********************
  
  Hello ******,
  
  My name is ****, and I am responding to your**** complaint for order# **********. I researched your order and discovered a new return# ********** was created and that you were refunded on 12/27/2022. I have attached a SNIP of our financial system showing your refund was successful for the whole order. The day your refund was initiated, here are the refund expectations.
  
  HP Shopping issues credit back to the card/ payment method used on the order within 1 business day. From there, your financial institution may take 3-5 business days to process and reflect your refund. If you do not see the credit posted to your statement, please call your issuing bank directly. Most likely the processing of the credit missed the posting or statement date. We apologize for the inconvenience this may have caused you.
  
  Cheers,
  
  **** *******
  HP.com Store Escalation Manager -
  Office: ***************

• Initial Complaint

  Date:12/28/2022

  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.

  Back on October 25, 2022 I contacted HP support about an issue and work with there rep for over an hour only to find out that my issue was a know problem and was given a case # ********** and was advised it was being escalated. On November 17, 2022 after not hearing anything back I call again was advised for some reason they closed my case# ********** with out a resolution after being on the phone again for some time and I was that will have to be escalated and given a new case# ********** and was advise I would be contacted with an update. On December 13, 2022 I called back and ask for a manager because I have not been updated on this case and the feature I purchased this product for is still not working, the manager advised me he will escalated this case and get back to me two days later someone called only to advise me that HP was still working on this issue. since my last contact was two weeks ago I still have not had an update nor can I use the feature which is one of the reason I purchased this product.
  

  Business Response

  Date: 01/26/2023

  Business Response /* (1000, 5, 2023/01/16) */
  HP Incorporated apologies for the issues Mr. **** Retkowski encountered with his HP********************** Printer (s/n **********). An HP Case Manager sent Mr. ******** the following email :
  
  Hi ****,
  
  I'm glad you're having some sucess with your printer. Is it still not working consistently for you?
  
  thse are ****'s recommendations: factory reset and check background color in HP smart. Let customer know if that doesn't resolve issue we can try sending a new printer and have customer set up HP + on install
  
  If I talk to him about your printer or error messages that's what he's going to tell me. It's his final answer. Would you like to go with the replacement printer or would you like to keep the printer you already have?
  
  Thank you,
  ******
  Escalations Case Manager
  CS Escalations
  **************************
  
  
  Consumer Response /* (2000, 7, 2023/01/20) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:12/28/2022

  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 laptop computer online and this computer is set up for wfi use only and no Ethernet Cable port to plug in. I do not have wfi and use the Ethernet Cable on my H.P desktop. I also ordered a cd dvd burner and wanted it built in which was not. H.P is charging me a 15% restocking fee. I have never turned the power on to use it.
  

  Business Response

  Date: 01/26/2023

  Business Response /* (1000, 5, 2023/01/05) */
  HP Incorporated apologizes for the issues Mr. ************ encountered with his HP.com order. HP has issued the re-stocking fee refund.

• Initial Complaint

  Date:12/28/2022

  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.

  Order ********** is for a custom build pc. I am looking to purchase a different model on quick ship so I requested a cancellation. Request for cancellation was submitted on HP.com on 12/27/22 evening while order was under confirmed status. Order proceeded to in queue for assembly the next day on 12/28/22 although my cancellation requested was submitted. HP was contacted by live chat and phone 12/28/22 regarding cancellation. I was told that cancellation is not guaranteed although the order is not yet built nor shipped. Later on 12/28/22, I received an email stating the order could not be cancelled and will still be shipped out to me after it is built. However, this order is still in queue status so there is no reason why it cannot be cancelled. Please assist!
  

  Business Response

  Date: 01/11/2023

  Business Response /* (1000, 5, 2023/01/05) */
  HP Incorporated apologizes for the issues Ms. *********** encountered with her HP.com order. A representative reached out and let Ms. **** know to refuse the ****** order. Once it is refused and shipped back to HP; HP will then release her refund.
  
  
  Consumer Response /* (2000, 7, 2023/01/10) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  It took a very long process but my order has finally been refunded.

• Initial Complaint

  Date:12/27/2022

  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 warranties up to date for 2 laptops. The information is as follows:1st laptop warranted is: HP**************************** #: ********** PRODUCT #: ******* the 2nd laptop is: HP ******************** PRODUCT #: *******, both are currently up to date with WARRANTY. I had a breach on the payment card on file with HP and I need to update payment method. NO ONE PERSON in Customer Service online nor call in have been able to help me update this information. I call they transfer me to the wrong department time and time from the wrong department to the next department i am transfered to, ober 72 times i have called, or chatted with or emailed company. MY WARRANTIES WILL***** BY 01/14/2023 and 01/24/2023 due to separae charges on each warranty. i get put on hold and get dissconnected, they ask for my phone number in case we get disconnected and they do not call back at all. The newest case number is: **********. With each call a new case number is given instead of working with the excistiong case number. I have a vocal disorder, i let them know from the beginning of each call that i use a talk device to communicate and most of them hang up instead of following the written text i use to communicate to them the use of the talk device. I am left on hold for hours at a time. I am fed up with hp customer service not properly trained to do their specific jobs and not knowing to transfer to the proper department for help issues. and being hung up on due to the improper training for helping people with disabilities and holding no respect for people******************. these people are foreiners and they have gone as far as tranfering me out of the United States to foriegn countries to help me. I have ABSOULTY no disrespect for people of foriegn languages and nations getting a job with a US COMPANY BUT PEOPLE Get them TRAINED PROPERLY!!!!! speaking to one customer service person tells me my warranty is expired on one of the laptop when i printed the page this morning showing both laptops under EXTENDED CARE PACK MONTHLY PICKUP AND RETURN FOR 917 MONTHS UNTILL CANCELED. THESE PEOPLE DO NOT KNOW WHAT THEY AR DOING I HAVE PROOF THEY ARE BOTH PAID FOR UNDERWARRANTY. NEXT PAYMENTS ARE 01/14/2023 AND 01/24/2023. BUT WILL NOT GET PAID BECAUSE NO ONE KNOWS HOW TO UPDATE MY PAYMENT METHOD. THEY SHOW ACTIVE WARRANTY BUT PEOPLE TELL ME ONE OF THEM IS NOT UNDER WARRANTY THOUGH I HAVE PAID BOTH THROUGH DEBIT AUTO CHARGE AND THEY ARE GETTING CHARGE EACH MONTH WITHOUT ICCIDENT THEY ARE PAID. I WILL UPLOAD SUPPORTING DOCUMENTS AT A LATER TIME AS I MOVED AND ALL MY PAPERWORK ARE STILL PACKED. BUT I LOOK ON MY BANK ACCOUNT EVERYDAY TO BE SURE THAT MY BILLS ARE PAID AND HAVE GONE THROUGH AND THEN I MARK OFF ON MY LEDGER AS PAID.
  

  Business Response

  Date: 01/11/2023

  Business Response /* (1000, 5, 2023/01/05) */
  HP Incorporated apologizes for the issues Ms. ************* encountered trying to reach someone at HP to update her information. An HP Case Manager reached out and was informed that she has already fixed the issue and it has been resolved. HP will document Ms.******* concerns with Customer Service and use it for future training purposes. Should Ms******* require assistance in the future she may contact HP at*************************
  
  
  Consumer Response /* (2000, 7, 2023/01/10) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  A representative called me and we were able to update my information so all has been settled to my satisfactory.