Complaints

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

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  HP Incorporated

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

• 

  HP Incorporated

  950 W Maude Ave Sunnyvale, CA 94085

• 

  HP Incorporated

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

• 

  Hewlett Packard

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

• 

  Hewlett Packard Company

  45 BARNWOOD CT FLORENCE, KY 41042-9110

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

• Initial Complaint

  Date:11/23/2022

  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 from Amazon with a warranty. The laptop did an auto update a couple of months after I purchased it and then started to blue screen while I was using it. I contacted HP and they told me to send it to them for repair. They then emailed me after they received it and they stated that it was a customer induced damage. They want me to pay for something I did not do. I contacted them via email and phone many times regarding this. They want me to pay over $400.00 for a brand new laptop that I did not damage.

  Business Response

  Date: 12/14/2022

  HP Incorporated apologizes for the issues *************************** encountered with her HP Laptop PC 17-by4000 (s/n 5CG2130XM6). ****************** sent over her proof of purchase to be reviewed. ********************** Case Manager asked if she would like to move forward with the repair however it would require HP's service center to replace/install a RAM of 4GB as this is the only part available for the unit; there was no response to the offer. If ****************** has any questions or concerns while her receipt is being reviewed, she may contact her Case Manager.
  

• Initial Complaint

  Date:11/23/2022

  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 Buy A Monitor From A Company HP E344c 34-inch Curved Monitor And Open A Case Why did it stop working Case ID: ********** And it is still under warranty. They contacted me from the company saying that the warranty from where I bought it was not covered .I sent them everything they asked for I think that no matter where you buy it, you should have a factory warranty .like the other companies I have bought from ******* and they have always complied with the guarantee no matter where I buy it please do something about it Thank you

  Business Response

  Date: 12/14/2022

  HP Incorporated apologizes for the issues ******************************* encountered with his HP E344c 34-inch Curved Monitor (s/n 3CQ9350BKQ). ****************** accepted a refurbished HP P34hc G4 WQHD USB-C Curved MNTR Rfrbd as a replacement unit. If ****************** has any questions or concerns during the replacement process he may contact his Case Manager.

  Customer Answer

  Date: 12/15/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  

• Initial Complaint

  Date:11/23/2022

  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 missed a call form hp corpreate offices and they told reference my case number or product number and ask for supoior. when they gave me one he wont mske me happy. they ruin my western hardrive . all ask to have my inistant ink to be free for a few months
  

  Business Response

  Date: 01/19/2023

  Business Response /* (1000, 5, 2022/12/06) */
  HP Incorporated apologizes for the issues **************** encountered with his HP ProBook x360 435 G8 Notebook PC (s/n***********). HP provided ********** with a $250 coupon to use on HP.com. HP's technical support also reached out and the problem seems to be resolved. If ********** needs further assistance, he may contact his Case Manager.
  
  
  
  Consumer Response /* (3000, 7, 2022/12/20) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Because they rude and disrespectful even in corporate I going start a law suite cause my laptops and both printer having issues and this company don't want to own up to it instead they want cancel my instant ink account on my***** off jet so where I loose the 12 month I have on it and they also locked the printer. This company had gone down hill since I used them in 2011. Please call me at ********** or email me. As of right now I never own another Hp again
  
  
  Business Response /* (4000, 9, 2022/12/27) */
  ********** has several complaints/cases open with different products. An HP Case Manager is trying to reach ********** for one of those products and is awaiting a response back to an email that was sent. If ********** wishes to pursue legal action against HP, he may do so.

• Initial Complaint

  Date:11/23/2022

  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.

  Purchased HP DeskJet **** series late winter. Did NOT sign up for an ink subscription, but the printer came wiht 6 months of free ink. I got 1 set of cartridges. Tried to print today, as I only use the printer maybe 12 times per year, wouldn't work. So finally had to call and HP tells me my credit card did not go through so they made it impossible for me to print! To be able to print, I had to pay for ink I did not order!! I didi not sign up for that, but they want to charge me anyway. finally they agreed to cancel my subscription, but the ink that came with my purchased printer NO long works and the 1 free set of unused won't work either, but they are charging my credit card anyway and sending more cartridges that will not work because I cancelled my subscription that I never asked for. They control my printer over the internet monitoring my printer knowing I rarely use my printer. HP never again. I feel this is FRAUD. HP Case #**********.

  Business Response

  Date: 12/08/2022

  HP Incorporated apologizes for the issues ***************************** encountered with her Instant Ink account. The account was cancelled and HP Prepaid the final billing cycle. HP also placed an order for a regular ink cartridge to be sent to ******************. That Black 65 XL cartridge shipped under tracking # ************ with an ETA shown as 12/13/22.

• Initial Complaint

  Date:11/22/2022

  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 had the instant *********** for more than 5 years. HP has never had an issue with collecting their fee of ***** monthly from my account regardless as to whether any copies were made for the month. This past 2 months I have exceeded my usage. It is unconscionable to charge me ***** this month when I paid throughout the entire pandemic with minimal almost no copies being made monthly and thereafter. You do not treat loyal customers in this fashion and auto debit what you feel with no consequences because you have credit card information on file. I have a printer that constantly gives error messages and is out of warranty. When under warranty my husband called for assistance. Yet, instead of replacing the printer when it could be replaced, they just walked my husband through temporary fixes that still result now when out of warranty. This is a disservice!

  Business Response

  Date: 12/05/2022

  HP Incorporated apologizes for the issues ******************************* encountered with her Instant Ink account. HP has refunded $28.79 and provided two months of service. HP also transferred ****************** over to HP's technical support as she requested assistance with her printer. If ****************** requires any further assistance she may contact HP Support as emails are no longer received on closed complaints.
  

• Initial Complaint

  Date:11/22/2022

  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.

  On 11/21/22 at 9:25 I placed an HP.com order:*********** I realzed I had a prior HP PC that I replaced soon after purchase so within three hours I asked to cancel. This was a build PC All-in one that was not scheduled to be shipped until 30 November, nine days away. "Estimated shipping date: November 30 Estimated delivery date: December 05 - December 08". HP sent me this: "We have received your request and are sorry to hear you decided to cancel your custom order. As the sourcing and flow of built-to-order systems begins promptly, there is a limited window in which to stop an order. Therefore, additional steps are needed in order to work with our factory team to attempt to cancel. We will be in touch with you via email as soon as possible with an updated status on your cancellation request. If your order cannot be cancelled, you will receive a shipment notification email with the delivery tracking number. ïï��ï�� Order Number:***********  ïï��ï�� Product: HP ENVY All-in-One 34-c1045t  " HP is a dishonest company. I have asked to cancel and HP so far has refused. This is unethical behavior. HP has not explained when asked what exactly has been done between the time of order and the cancellation request (not mre than three hours) and why can't the order be stopped. I will refuse the item and I will never buy an HP product.
  

  Business Response

  Date: 12/07/2022

  Business Response /* (1000, 6, 2022/12/05) */
  HP Incorporated apologizes for the issues **************** encountered with his ****** order. The following email was sent:
  
  
  12/02/2022
  
  **********
  
  Hello ******
  
  My name is Jake, and I am responding to your BBB complaint for order# **********. I researched your order and discovered your order was cancelled and that you were refunded on 11/23/2022. 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,
  
  Jake *******
  ****** Store Escalation Manager -
  Office: ***************
  
  
  Consumer Response /* (2000, 7, 2022/12/01) */
  HP provided a refund, case can be closed, thanks.

• Initial Complaint

  Date:11/22/2022

  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 purchased laptop from HP** in April 2022.***** driver failed for the laptop in Oct 2022. They picked up the laptop to get it checked and repaired. They have told me that they can't repair it as there is a liquid spillage happened on the laptop.They are not returning my laptop back to me.
  

  Business Response

  Date: 12/19/2022

  Business Response /* (1000, 5, 2022/12/05) */
  HP Incorporated apologizes for the issues Ms.**************** encountered with her HP Unit. Unfortunately, Ms. ******** is not located in the United States and Americas HP is unable to assist. HP did forward the complaint to our HP Office located********************** to reach out for assistance.

• Initial Complaint

  Date:11/21/2022

  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.

  On 11/06/2021, I contacted the HP Care Center by chat regarding damage to my AC adapter and the power port on my laptop. The representative arranged for a service (Customer Service Order # ***********) at the HP Repair Facility. Next, I received packaging materials from the HP Repair Facility. Then, I shipped my laptop and AC adapter to their Repair Facility. On 11/22/2021, I received an email from Billing Depot Repair that stated the amount due for the repair was $578.81. On 12/15/2021, I called Billing Depot Repair to process my payment. I received my laptop back from the HP Repair Facility on 12/21/2021. I received a different AC adapter that was damaged, and screws in my laptop were loose. On 12/26/2021, I contacted HP Customer Support regarding these issues. Another repair service order (Customer Service Order #***********) was created. I sent my laptop and the AC adapter to the HP Repair Facility, again. I received my laptop back from their repair facility on 01/18/2022. The laptop would not power on. I have sent my laptop to the HP Repair Facility two more times (Customer Service Orders #*********** and #***********) since then, because my laptop would not power on. When I received my laptop on 07/15/2022, after sending it the to the HP Repair Facility for the fourth time, it still would not power on. The last time that I contacted HP Customer Support was on 10/06/2022. The representative took my information and told me that someone would contact me within 24 hours regarding the issue, but I have not heard back from anyone. I have not been able to use my laptop for over a year, now.
  

  Business Response

  Date: 01/20/2023

  Business Response /* (1000, 5, 2022/12/08) */
  HP Incorporated apologizes for the issues ******************* encountered with her
  HP ProBook 640 G2 Base Model Notebook PC (**************). *********** was offered either a free repair or a $250 coupon good to use on********* Both of those offers were declined. If *********** would like to accept either offer she may reach out to HP Support and reference her complaint number.
  
  
  Consumer Response /* (3000, 7, 2022/12/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Neither of the options offered by HP is acceptable to me. I have already sent my laptop to their repair facility four times, and it is still not working. Therefore, I have no reason to expect a different outcome from sending it a fifth time. Also, I will not be purchasing anymore HP products, so I have no use for a coupon. HP refused to offer me a refund for the repair because it has been more than a year. However, it is not my fault that it has been more than a year since the original service order was created. When I sent my laptop to the HP Repair Facility the first time, they sent the laptop back with a different AC adapter that was missing its grounding prong. Using that adapter would have been hazardous. Also, screws in my laptop were loose and the SIM card slot was bent. I contacted HP Customer Support regarding these issues within five days of receiving the laptop. According to HP, it is my fault that I sent my laptop back the HP Repair Facility three more times for repair. Why would I send my laptop back to them for a fifth time?
  
  
  Business Response /* (4000, 9, 2023/01/02) */
  HP does apologize for ***********s frustration with her laptop however the only offers available are the free repair or the $250 coupon good to use on*********

• Initial Complaint

  Date:11/21/2022

  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 ************* from HP online store Aug 26 2022. I received an email Sept 30 2022 that it shipped.
  I received it and it was unable to turn on. The support technician spent one hours on the phone worth me and determined it did not come with an operating system. They sent me a disc drive with a operating system a week later.
  Attempts to install it were unsuccessful. After two hours they agreed to send a box for me to ship the notebook back for repairs. I wanted to return it for refund. They refused. They said the box would be two to three business days.
  A week later nov 10 2022 I called. No box received. I was on the phone for 1 hour. A tech support manager ****** said there was confusion about the serial number. They would send the box I should receive it 1-2 business days.
  It is 11/21/2022. I have not received the box. I have been on hold for twenty minutes now. I want to return the notebook and get a full refund. I bought it for my company. It is ridiculous for this to be such an issue.
  

  Business Response

  Date: 01/12/2023

  Business Response /* (1000, 5, 2022/12/14) */
  HP Incorporated apologizes for the issues Ms. **************** encountered with her
  HP *********************************************. Ms. ********** is working with her HP Case Manager on getting a refund for her unit. If Ms. ********** has any questions or concerns during the process she may contact her Case Manager.
  
  
  Consumer Response /* (3000, 7, 2022/12/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They say they are working to resolve it. But it has not happened as of yet. Correspondence indicates they will not pay the refund after I sent the notebook computer and mouse back. I sleep want the two-year warranty refunded because I was never able to even turn the notebook computer on!
  
  
  Business Response /* (4000, 9, 2022/12/27) */
  Ms. ********** accepted a buyback for $1354.99. That buyback will be processed once HP's Finance team re-opens on January 4th. If Ms. ********** has any questions or concerns, she may reach out to her Case Manager.
  
  
  Consumer Response /* (2000, 11, 2023/01/11) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  They finally did refund my purchase for a notebook computer that would not start after many phone calls and delays. I would say the case is closed but not to my satisfaction. It should not have taken 4 MONTHS TO RESOLVE!!!!

• Initial Complaint

  Date:11/21/2022

  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.

  Regarding: HP Support CRM:0075987002277 HP has failed to provide me with a replacement printer after 2 months of poor customer service and closed support tickets that were not resolved! I received an HP6978 office jet pro printer that was faulty out of the box, kept freezing up, screen went blank, powering off on its own, with several errors. HP refused to honor their warranty and provide a replacement. Both the service technician (Je) and so-called support supervisor (*****) refused to respond after opening a ticket! (Case number **********). Now our business is stuck with a printer that won't power on at this point. Send a brand new printer and honor your warranty!!!!! Printer was purchased on 9-21-2022, 2 months ago!!!!!

  Business Response

  Date: 12/14/2022

  HP Incorporated apologizes for the issues *************************** encountered with his
  HP OfficeJet Pro **** All-in-One Printer (s/n TH26N7N1F3). An HP Case Manager reached out to assist ****************** with his complaint however he was informed that he purchased a new printer and disposed of his HP printer.