Complaints

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

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• 

  HP Incorporated

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

• 

  HP Incorporated

  PO Box 10501 Palo Alto, CA 94304

• 

  Hewlett Packard

  150 13571 Commerce Pkwy Richmond, BC V6V 2R2

• 

  Palm, Inc.

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

• 

  Hewlett-Packard

  430 Mall Blvd Savannah, GA 31406-4801

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/14/2022

  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.

  I bought an ** Care Pack that extended my warranty and provided me with accident coverage for my laptop. I was sent a box to send the computer out to ** for repair, as allowed under the terms of my coverage. I sent the computer back packed according to the instructions in the paid prepackaged box via ****** I sent it to what they told me is the ******************* in *****, where the computer would be repaired. I had to call countless times, I was provided with incorrect numbers and transferred to various departments. I was then told my valid warranty was invalid and I would have to pay $600+ for repairs. I was told once I provided proof via the ** site that my warranty was indeed valid and repairs would resume and I would be contacted by the Technical Support Team. Almost a month later I still do not have my computer and I have gone through the same exact conversation that it was inappropriately documented and that is why repairs have not commenced. I was contacted finally via email by the escalation team who then lied and dratted the information their own site provided me, and the payments I made and can prove I made did not occur. A **** ***** *********************** , Escalation Case Manager, ** **** Escalations Office, Phone Number: ************ loc. ******, Office Hours: 08:00AM - 05:00PM ET. He was supposed to call me twice and missed both appointments to discuss. He claimed via email my coverage terminated when I bought it, which makes no sense. I need my computer repaired or a new one, and it sent back to me. To have me pay for services and not receive the paid for services is fraud.

  Business Response

  Date: 12/16/2022

  HP Incorporated apologizes for the issues *********************** encountered with her HP ENVY x360 Laptop - 15m-ed0023dx (s/n CND0214GGF). HP repaired the unit at no cost to ************. The unit was returned on 12/14/22 under tracking # ************. If ************ has any other questions or concerns she may contact her Case Manager.

• Initial Complaint

  Date:12/14/2022

  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 new HP desk printer, and there was an insert that said I could get 6 months of printing included and ink. After that I was billed monthly for ink cartridges that were never sent, or actually even needed. A monthly charge of ****. for the months of July until November. I felt it wasnt necessary as the cartridges that were in the printer when I purchased it were still in it. So I cancelled it. Immediately my printer stopped working, and there were Error messages. I couldnt figure out what was going on. I finally called HP. I was told that my printer was blocker since I had canceled and if I wanted it unblocked, I needed to reaffirm my commitment. This is blackmail!! I asked to talk to a supervisor. and was put on hold and the first call was dropped after 30 minutes. So, I called a different number, after being on the phone on hold for over half and hour. I finally get a supervisor. She said that since I had HP cartridges in my printer that they would not unblock it. That I needed to reenroll in the Hp Instant ink in order to get the printer unblocked. This is ridiculous! These ink cartridges came with the printer! I am unable to use my printer as they are blocking it from connecting to any of my devices. I need help. I think that this is a scam and that I am being blackmailed. I should be able to connect my printer to any device Irregardless of what type of ink cartridge is in the printer. Please help me.

  Business Response

  Date: 12/16/2022

  HP Incorporated apologizes for the issues ******************************* encountered with her Instant Ink account. HP sent out a regular Ink cartridge so that ******************** can continue using her printer without an Instant Ink Subscription. If ******************** has any other questions or concerns she may contact HP Support.

• Initial Complaint

  Date:12/12/2022

  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.

  11/14/22 ordered items from HP totaling 2072.53. Tried to cancel less than 12 hours later-would not let me cancel. When shipment came I refused shipment and sent back. Hp received the items back on 11/21/22. Per their website returns can take up to 5 business days. It has been nearly 30 days and still no refund. And they are wanting to charge a restocking fee and refund me 1905.13 - which I am not behind on bills as well as paying interest on the money they are holding. I wish to receive a full refund as soon as possible-single mom and it's Christmas....Keep getting the run around with them
  

  Business Response

  Date: 01/20/2023

  Business Response /* (1000, 5, 2022/12/20) */
  HP Incorporated apologizes for the issues *************** encountered with her ****** order. HP did attempt to issue a refund for the order on 12/12/22 however it failed due to an open dispute ******** had with PayPal. ******** informed HP that PayPal issued her the refund from that dispute and no further assistance is required.
  
  
  Consumer Response /* (3000, 7, 2022/12/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I did finally receive a refund from PayPal. I had called several times. Not once did they mention attempting a refund. I was told at least 4 times that the "warehouse" received my items back but they had to be checked before a refund could be issued. The day I filed the complaint I was told that
  
  
  Business Response /* (4000, 9, 2022/12/30) */
  HP apologizes for any confusion ******** encountered with her order and is happy to hear PayPal issued the refund. ********'s response will be forwarded to the correct team for further review and training purposes.

• Initial Complaint

  Date:12/12/2022

  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.

  Purchased HP Envy 6055e refurbished printer online (from the HP.com site) on October 4, 2022. Serial #**********. Fully warranted. Worked fine until ~11/28/22. Pages started coming out blank. Replaced both print cartridges with HP cartridges mailed to us by HP. Then the printer stopped working altogether. No printouts or scan capabilities. The HP****** app said it was not connected to the Internet (I verified it was connected) and sometimes just statused "Printer Cannot Print". Contacted HP support 4 times to no avail. 1) 12/5 chatted with ***** (Case #********** opened). After a 3 hour session ***** said I needed to reinstall the firmware and I needed to use a USB cable. I didn't have one at the time. She was to order one and email me the order number for tracking purposes. (as of 12/12 it hasn't even shipped from HP). End of session and Case closed. 2) 12/6 chatted with **** (Case #********** opened). I hadn't received any email from *****. **** gave me the order number so I could track my USB order. End of session and Case closed. 3) On 12/10 I found a USB cable in my computer junk closet and chatted with ********* (I thought) (Case #**********) to get help in reloading the firmware. She connected to the chat conversation but after 1 hour of me typing in "Hello" over and over she just exited the chat and closed the Case! She did open a new Case number though (Case #**********). 4) I was not going to "chat" anymore so on 12/12 I called the HP+ Support phone number (**************) and connected with ****. He repeated several diagnostics steps we had done in previous sessions and after about 1/2 hour said he had to hang up but promised to call me back within 30-32 minutes and would definitely solve this. Never heard from him again. This printer is still under warranty but I can't get any resolution. And they have my phone number and email address. I want a replacement, NEW, printer and I can send this one back for them to diagnose but I can't get anyone to do this.
  

  Business Response

  Date: 12/26/2022

  Business Response /* (1000, 5, 2022/12/26) */
  HP Incorporated apologizes for the issues **. ************** encountered with his
  HP ********************* Printer ****************. **. ******** accepted a brand-new HP ********************* Printer. As soon as his Case Manager has a tracking number for that new order it will be provided to **. ********.
  
  Business Response /* (4000, 15, 2023/01/20) */
  **. ******** updated his Case Manager on 01/19/23 that his warranty was updated.
  
  
  Consumer Response /* (2000, 16, 2023/01/19) */
  As of today (1/19/23) HP has complied to the agreed to 24 month warranty period for this printer and is stated in my HP account. After 6 weeks this case can be closed. THANK YOU!!

• Initial Complaint

  Date:12/12/2022

  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.

  After spending $800 on an HP********** from this business in August of 2021 the hinge has separated from the back cover. When bringing this to a repair center I was told this is extremely common since they construct what holds this together with plastic. I am 3 months out of warranty and HP charges $411.34 for this repair. After complaining they said they would give me a 40% "discount" to $246.80. I brought it to a ********** store and they quoted me $200 for the repair without any discounts showing the rip-off HP is even when they know it is a faulty product issue. They won't even reimburse me the $200 when that is less than the discount they claim is a great deal. I have looked into this and found THOUSANDS of reviews about the terrible hinge design and they state they blame the customer and won't even cover it under warranty. I have put links to some of these threads below. There is even a lawsuit against them regarding this common issue that they do not care to fix. Do not buy from HP!! They couldn't care less about their customers.
  
  ******************************************************************************************************************
  
  *********************************************************************************************************************************************************************************************************************************************************
  

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 5, 2022/12/15) */
  HP Incorporated apologizes for the issues Ms. ************ encountered with her
  HP ********* Laptop -******************************. Unfortunately, due to the unit being out of warranty HP can only offer the discounted repair with a 90- day warranty. If Ms. ****** wishes to move forward with that repair, she may contact her Case Manager.
  
  
  Consumer Response /* (3000, 7, 2022/12/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This seems to be purely for money making purposes since their repair is over double the cost of repair shop quotes. This is the only way to claim this is a discount. Also, I don't think it is valid to sell a faulty product that now has a lawsuit and thousands of reviews about the problem yet still not address it fairly. I will never buy another HP.
  
  
  Business Response /* (4000, 9, 2022/12/19) */
  HP does apologize however the only offer is the quoted discounted price. If Ms. ****** wishes to take her unit to an authorized repair center, she may do so.

• Initial Complaint

  Date:12/12/2022

  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.

  * Organized phone line redirecting to extra representatives and back and forth redirecting between set representations.
  
  * Tailored redirecting of customer service representatives.
  
  * Organized jostle hustling of personal information between customer service representatives and departments.
  
  
  * Taboo ritual bond holdings on old and new chop-shopped OEM parts.
  * Chop shopping of customers brand new OEM Part
  * Organized Spirit Vandalism techniques and methods.
  
  * Organized misconceptions and extreme overdriving of first time buyers experience and usages of laptop after purchase and for recalling of laptop to be sent in.
  
  * Professional rift driving during tailored and set picture ads for jostle hustling.
  
  * Cyber jostle hustle hustling, harassment and misconceptions.
  
  * Indirect phone & email insinuations
  * Indirect phone & email harassments
  
  
  * Beating around of normal & common sense questions asked.
  
  * Disregardful of instructions to please call first before performing any parts repair.
  
  * Refused to get back right away to emails, phone calls and voice messages sent after not having responded to letter instruction to please call before making repair or parts replacements.
  
  * Escalations manager refused to have us speak with the parts replacement staff at their service center that made the unauthorized repair for my original heatsink and shopping that part for uses of taboos preformed and installed inside another laptop.
  
  
  * Many phone calls, chats, and emails sent back and forth between many representatives and 2 escalation managers within a 3 months time period in an attempt to correct the problem with my ******** laptop that was originally sent with a defective LCD dream color screen from the start.
  
  * HP*************************************** Product#************ Serial#: ********** was sent back in repaired condition with the heatsink chop shopped and not seated properly causing the bottom door to not latch on correctly.
  

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 5, 2022/12/19) */
  HP Incorporated apologizes for the issues Mr.******************** 3rd encountered with his HP **************************************************************. An HP Case Manager reached out to assist Mr. *********** 3rd with his complaint. However, HP has been asked to contact Mr. *********** 3rd back after the Christmas & New Year Holiday. Mr. *********** 3rd may respond to his Case Manager when after the holidays is a good time to speak about his complaint.

• Initial Complaint

  Date:12/12/2022

  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.

  I was informed that my printer option was disabled due to having a ******* owed of $2.53 . I called customer service and was informed the shipping of ink is included but I HAVE TO PAY TO PRINT! $300+ printer but there is a fee to actually print. I explained to the customer care team that the cost of ink i understand as they will send as needed ( only needed 1 in over 6 months) but to actually be charged to print to THE PRINTER. This is beyond a scam. The customer care representative stated once I pay the $2.53 they would ALLOW ME TO USE THE PRINTER. This to me seems very intrusive and illegal. I doubt consumers purchase the printer knowing that at anytime HP will disable their ability to use what I PURCHASED. I have made attempts to resolve via ******** the website and call center all with the response of someone will call you back

  Business Response

  Date: 12/16/2022

  
  HP Incorporated apologizes for the issues Ms. ***************** encountered with her Instant Ink account. The following email was sent:
  
  IMPORTANT: Please do not reply to this email. Replies to this message are not monitored.
  
  Dear *******,
  
  This is *****, your Case Manager with HP Instant Ink.
  
  I am sorry that I have not been able to reach you on my recent callbacks and have received no reply to my recent emails.
  
  HP Instant Ink is based on pages, not cartridges. Choose a plan based on the number of pages you would like to print monthly. Your monthly fee allows you to use our subscription cartridges to print your plan pages and includes ink, delivery and recycling.
  
  
  As between You and HP, HP retains all ownership rights and interests in the Subscription Cartridges. HP provides the Subscription Cartridges available to You solely to enable Your use of the Service. The Subscription Cartridges will work only with the corresponding printer designated in Your Service Account; You are not allowed to (i) use the Subscription Cartridges with any other printer (including but not limited to other printers that You may have enrolled under the Service), (ii) use the Subscription Cartridges outside the scope of the Service (unless HP expressly permits otherwise), or (iii) sell the Subscription Cartridges or otherwise provide them to others.
  
  a.
  i.When Your Service is cancelled for any reason, HP will remotely disable the Subscription Cartridges and You will no longer be able to print with the Subscription Cartridges. In such a case, you will need to purchase a regular HP cartridge compatible with your printer, in order to continue printing.
  
  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: 12/16/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  This response is not true Apparently after 8 representative and also 3 supervisors no one realized that my case was updated and a credit given to continue the services. I also keep getting and answering calls and state this every time that they he error was corrected.There was also a credit added to the account due to error. As I stated to the rent HP advertisement states this is INSTANT INK program. It is not it is prepaid printing. You are paying to actually be able to use the printer. There is no disclaimer that the INSTANK ink will be disabled. Also nothing that offers the option to buy your own ink and just print. This was only mentioned after my formal complaint against the company. At one point I was told to remove the ink that is full and go purchase more ink to make the printer work. To have a code embedded in ink to prevent usage is a scam and illegal and I can promise you they can't send documentation that it is or that this is disclosed to the consumer.

  Business Response

  Date: 12/22/2022

  
  HP will forward ******************** feedback regarding the program to the correct department for review.

  Customer Answer

  Date: 01/02/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  It's apparent that NO ONE CHECKED MY CASE, I have responded several time and this issue was resolved over a month ago and a credit given FOR THEIR ERROR AND DECEPTIVE LANGUAGE. I am not sure who ***** is but she isn't honest I have replied to every call and email and answer each time that they please review my file / case and update based on the notes showing COMPLETED AND CREDIT GIVEN. This further shows that no one monitored my account

  Business Response

  Date: 02/01/2023

  HP apologizes for any miscommunication regarding the credit. **************** did verify that it was received. HP will document and forward the new feedback to the correct department for future training purposes.

• Initial Complaint

  Date:12/10/2022

  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.

  I made an order about 2 weeks ago. I had made around 45 phone calls and spent over 28 hours of talk on the phone with hp sales customer service and the resolutions ***** From the start I was told that hp uses *** and ***** to ship products. I specifically said use *** to ship my printer and 2 ink cartridges that way I could send an employee at tge local *** station another paid label using **** Priority mail from my account so what does HP do send all 3 items separately with *****. So I don't get any of them. I lose my promo code in the purchase and I lose the sale price also but my main concern is that because of the promised response or lack of that my printer would become unavailable and I checked and I was correct. I received a message today from an HP employee stating they would email me there results and no email. During the week the initial resolution team employee said they would call at 9 am they didn't follow up at all. And during the week a difficult response from other depts wanting an entire long story or they would not send my call to the person in the depts I was requesting. And in all that I kept repeating this is simple but the more you stall the more the item won't be available or on sale. It was so time consuming and frustrating as I never ran my ex corporate position like this company does. It reminds me of amazon which is the primary reason why they have lost 1 trillion dollars currently. Well when we get a response I'm going tell you I may not accept your resolution oy the one I'm going present to a competent person who calls and I'm not going have to go through an entire circus to get the options I will discuss to get this resolved. If I have to seek litigation in small claims court then I will then you cam come to ******* and the court the samexbufs bunny talk I been getting while I show the court in an educated detail way why I am seeking specific punitive restitution for this unpleasant experience and financial loss for all this effort.

  Business Response

  Date: 12/20/2022

  An HP Case Manager reached out to ******************** and assisted him with re-issuing the coupon he used on a product he returned to HP. If ******************** requires any further assistance, he may contact his Case Manager.

  Customer Answer

  Date: 12/28/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  It was agreed that the manager was to get a hold of me as of the 28th he did not but that's ok I can call him. The real point here is that the amount the printer will cost and how much value I'm going to lose if the printer is not on sale so we may need more on the coupon if the math don't add up in value. Before I had an extra $50 dollars left on the coupon to buy extra refills so if that printer stays at reg price the coupon would need to be $320 to come out even on the loss from your previous employees debacle that made me lose out that's that's the only fair way to make this corrected. I will speak to my manager which is the only competent gentleman that yiu have after dealing with 35 others that don't even know what surepost means. If he needs authorization to come out even let **** do it. If the printer is back on sale then we can adjust accordingly and may not need the extra for it. Then ask me if I satisfied and I will let you know.

  Business Response

  Date: 01/12/2023

  ************************ Case Manager is actively working with him. A call back is scheduled for 01/14/23 to see if HP's Store was able to assist with the ordering.
  

  Customer Answer

  Date: 01/25/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  As much as I would like to say accept how can I. My case manager told me om the 11th that I would get a,call back in 3 days it's now going on 2 weeks. I have emailed him several times no answer. If it's tge same guy answering this you promised you could a couple things shipping method and the sale. And when I emailed and called your **** the girl ******* was chatting and said you guys are working on it. Now I back to needed a valid coupon code and still no printer going on 2 months from the first attempted order that shipped out and was returned. I suggested an easy opportunity out fir my case manager since he is too busy and wants out if this issue that isn't going anywhere. Just update my 2,coupon codes that are expiring next week also with the new ones that come out next week as he to me once and put any ordering on hold for awhile.

  Business Response

  Date: 08/09/2024

  Complaint #: ********** BBB Complaint received on Dec 1, 2022. ******** was unable to purchase the printer he wanted on sale on hp.com since according to him agents were incompetent in explaining the features of the printers he was looking at. This made it difficult for him to decide while the sale ended. Customer demanded the printer be sold to him at the sale price of $199 or he would file a suit with the Attorney General's office against HP's deceptive business practices. HP responded on Dec 5, 2022 stating that a representative reached out to the customer and explained to him that his HP Coupon will cover the funds for the order and no extra funds will be required. Dec 6, 2022 - Customer was blocked from ordering on hp.com since he was abusive and credit seeking. Received rebuttal on Dec 13, 2022. Customer stated that the response from HP was not clear and that he was not satisfied with the solution provided by HP. Received BBB complaint on Dec 13, 2022. Customer complained about the order he had placed 2 weeks ago. ******** stated that he made around 45 phone calls and spent over 28 hours of talk on the phone with ************************* and the ***************** ******** stated that he wanted HP to ship his printer and cartridges through **** but HP shipped it through ****** Customer did not receive the order. Customer lost the promo code, the sales price and printer went out of stock. Customer did not get call back/emails from HP agents as promised. Customer's demand: I'm going to tell a competent person what I want not what they want me to accept or litigation will be the next option. HP responded on Dec 20, 2022 stating that an HP Case Manager reached out to the customer and assisted him with re-issuing the coupon he used on a product he returned to HP. Received rebuttal on Jan 3, 2023. Customer wanted to purchase the printer at the sale price it was on previously. If that would not work then customer needed the coupon amount to be increased to $320. HP responded on Jan 13, 2023 that a Case Manager was actively working with the customer to assist with ordering from HP **********************. Received rebuttal on Jan 30, 2023. Customer rejected HP's response stating that the Case Manager did not call him back. As per customer, Case Manager promised a call back in 3 days but customer was not called back for 2 weeks. Customer tried emailing the Case Manager but did not receive any response. HP responded on Feb 9, ************************* contact with HP Case Manager who will get that new coupon issued by 02/09/23.

  
  

  Customer Answer

  Date: 08/09/2024

   
  Complaint: 19322727
  
  I am rejecting this response because: your showing me info that's not corresponding to what I'm asking you to do.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 08/12/2024

  ******************************* we're sorry to read your comments dating back to 12/2022. Printer on file CN3CL2PGGJ is ****** days out of warranty. On 01/31/2023 Case Manager offered coupon once Amazon receipt was provided, and printer collect. Coupon not used prior to VOID Date and no printer returned. HP HHO Sales reflects 16 declined orders for printer, paper and ink. You noted you were going legal. Please provide Amazon receipts so we can escalate to Case Manager for review.

  Regards, HP Inc.

  Customer Answer

  Date: 08/12/2024

   
  Complaint: 19322727
  
  I am rejecting this response because: I don't know how you are mentioning amazon as it looks like your confused about what I'm emailing you for. This seems to be a complaint awhile back and your not answering something more recent. What don't you tell me what complaint your answering and what prompted you to reply recently. You probably can't because your just noticing these older conplaints and that how negatively they were handled by your company. You want to show me when and the most recent complaint that you are responding to.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 08/15/2024

  HP apologizes for misunderstanding the situation, please inform us on the current issue. 

  Regards, HP Inc.
  
  

• Initial Complaint

  Date:12/10/2022

  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.

  HP will charge buyer 15% restocking fee when buyer who request to return. And HP would not let customer know 15% restocking fee existed before which one submitted order. I ordered a laptop from HP and try to cancel it 4 days later. But HP denied my cancel request. Push me to ask returning service then HP change me 15% restocking fee total $221,40. Also HP will delete any negative review from their website.This is unfair and horrible service.

  Business Response

  Date: 12/14/2022

  HP Incorporated apologizes for the issues ************************************ encountered with his HP.com order. The following email was sent:
  
  12/14/2022
  
  H351941932
  
  Hello *******,
  
  My name is ****, and I can help you with order# H351941932. The warehouse will initiate your refund after they receive and inspect your return. Please allow us up to 10 business days to complete the inspection. When you receive your refund for your OMEN, email me and I will reverse the restocking fee of $221.40. This because your cancel request failed and we apologize for the inconvenience this may have caused you.
  
  Cheers,
  
  ***********************
  HP.com Store Escalation Manager -
  Office: **************

• Initial Complaint

  Date:12/10/2022

  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 ordered an HP laptop for $1,707.65 on 12/1 from ******* As of 12/8, the laptop had not even started being assembled yet, according to the Order Status page.
  
  After talking with a friend who had a laptop like this one from HP (with the same OLED screen) and had significant burn-in issues with the screen, I decided to cancel the order.
  
  I emailed support asking to cancel the order. I received a response telling me "you should receive an email about a cancellation. It is possible we will not be able to cancel this order. In that event, you can return it when it arrives to you. It will be up to a 15% restocking fee." I never received the email about the cancellation, and the support agent, *********** was completely unhelpful. She kept replying with the same canned responses and no way to escalate it.
  
  I should be able to cancel an order that has not even been assembled without incurring a $250+ fee. I am not a high-income person and I just need to cancel this order. I feel completely ripped off.
  

  Business Response

  Date: 01/20/2023

  Business Response /* (1000, 5, 2022/12/14) */
  HP Incorporated apologizes for the issues Ms. ************* encountered with her HP.com order. The following email was sent:
  
  12/13/2022
  
  **********
  
  Hello ******
  
  My name is Jake, and I am contacting you regarding the cancellation of your order# **********. I checked the factory report, and your order is confirmed to ship on 12/15/2022. Your build is experiencing an unplanned component constraint and waiting on parts to come in, Unfortunately, the order is confirmed to ship, and we cannot cancel the order. You can respond to this email with the best contact phone number and when to call in your time, or please feel free to call me at
  ************ and then ask for the SMB Department someone will transfer you to me. I am in the office Mon.-Fri. 7 AM- 4:30 PM Mountain time. We are happy to assist you with all of your HP technology needs. We apologize for the inconvenience this may have caused you.
  
  Cheers,
  
  Jake *******
  *********************************
  Office: ***************
  
  
  Consumer Response /* (3000, 7, 2022/12/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This message does not help. There is no promise to waive the restocking fee. Luckily, I have a voicemail from***** (sp?) and an email from**** promising to waive the restocking fee when I return this computer, which I am definitely going to do. This experience is very stressful.
  
  
  Business Response /* (4000, 9, 2022/12/29) */
  HP created a return without any re-stocking fees.