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:11/20/2022

  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 had problem with my hp ******** it lost it operating system. First, they had me download ********** recovery tool to my 1tb harddrive told me it wouldn't ruin it and now it locked at 31.9 gb and won't go back to the 1tb. it also didn't fix my laptop. they also made the laptop worse by having me wipe the harddrive in the laptop clean. i asking usb recovery too for ********** l to fix my laptop. I also want to have a few months free in hp instant ink since they damage my wd passport external hard drive. I cant even save anything to it.
  

  Business Response

  Date: 12/23/2022

  Business Response /* (1000, 5, 2022/12/06) */
  HP Incorporated apologizes for the issues Mr.************* encountered with his HP ************************************************* HP provided Mr. ****** with a $250 coupon to use on HP.com. HP's technical support also reached out and the problem seems to be resolved. If Mr. ****** needs further assistance, he may contact his Case Manager.

• Initial Complaint

  Date:11/20/2022

  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 December 8, 2021 I ordered an HP ***************************. I paid $719.39 on order number H*********. Within months, my computer started rebooting itself. It seemed random--sometimes it would be fine for days, others it would reboot 15x in an hour.
  
  Starting around June, I called HP for support. I would be on the phone for hours following the troubleshooting steps. I got nowhere, so I began working to document more conversations via email with support. During the attempts at repair, we sent clips of logs, screenshots, sat on the phone while we recreated the issue, and reinstalled ******* over 5 times. Once was via a USB that they physically mailed to us to ensure the ******* file wasn't corrupt. We were promised that would be the last step before an RMA. This was in early August 2022.
  
  I tested it out once or twice and it didn't reboot. Then I was traveling 75% of the time and didn't use the laptop. I just opened it again (November 12, 2022) for the first time in over 2 months and it quickly restarted itself.
  
  We reached out to HP and after an hour of re-explaining the issue, they eventually offered a repair. However, because my warranty expires December 9, 2022, if my laptop is not fixed, I will have no recourse (unless, as they suggested, I purchase a new extended warranty).
  
  It's now been over 6 months since I was able to consistently use my laptop. I believe they're just running out the clock on my warranty. I also do not trust that they will repair the hardware if I were to send it back, and there would be nothing I can do without paying more money for HP Support's inefficiency.
  
  While I would initially have been happy with a repair, now I just want to return the device for a full refund. After 6 months of back and forth (and well over 20 hours of phone calls, emails, and troubleshooting), I want a solution that means I won't have to rely on HP Support ever again.
  
  
  
  HP Support case numbers for reference: 5*********************************************
  

  Business Response

  Date: 01/03/2023

  Business Response /* (1000, 5, 2022/12/06) */
  HP Incorporated apologizes for the issues Ms. ************** encountered with her HP ******************************************************** Ms. ****** sent her unit into HP's repair facility where the operational system and the BIOs was updated. The unit is now working and was sent back under tracking # ************ with an ETA shown as 12/07/22. If Ms. ****** has any further questions or concerns once the unit is received, she may contact her Case Manager.
  
  
  Consumer Response /* (3000, 7, 2022/12/07) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  It is correct that HP made updates to my computer and then returned it to me. It is not accurate that it is fixed.
  
  They made the same 'fixes' we'd been doing for months--updating the BIOS, reinstalling the operating system. Unsurprisingly, this didn't remedy the issue. Within 15 minutes of using the laptop, it froze and rebooted itself twice.
  
  I've spent more time with support than actually using the laptop. So at this point, I would like a refund as I don't have faith in HP's products or customer service.
  Thank you,
  *******
  
  
  Business Response /* (4000, 10, 2022/12/19) */
  Ms. ****** has shipped her unit back into HP to evaluate the re-booting issue she is experiencing. If Ms. ****** has any questions during the process, she may reach out to her Case Manager.

• Initial Complaint

  Date:11/18/2022

  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.

  The warranty dates ** has for my laptop are incorrect. I purchased the laptop online from Best Buy on 11/26/2021. My warranty period should begin on 11/26/2021. When I go to ** website and look up my laptop, ** has a beginning warranty date as June 29, 2021. There is a process to correct the warranty dates by filing a dispute. I filed dispute on 11/14/2022and provided a copy of my order receipt from Best Buy. The case number is **********. After submitting the dispute, the next screen stated I would receive a response in 1 business day. It is now four business days and I haven't received any response.This is very frustrating because the ** web site doesn't have a phone number I can call. All the automated 'assistants' direct me to buying more coverage. I will not buy more coverage when I am under warranty.Please correct the warranty dates ASAP so I can make a warranty claim. My laptop is not usable.

  Business Response

  Date: 12/15/2022

  HP Incorporated apologizes for the issues Ms. *********************** encountered with his
  HP Laptop PC 15-dw3000 (s/n CND1256DZS). An HP Case Manager let **************** know that HP would honor his repair for 90 days. If **************** has any further questions or concerns he may reach out to his Case Manager.
  

  Customer Answer

  Date: 12/17/2022

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

• Initial Complaint

  Date:11/18/2022

  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 Nov 4 I called the sales **** to ask about a couple of 3 printers so can get more information so I could choose the correct one for us rather than buying and returning. I was leaning more towards the Envy inspire ****e and it was on sale for $199.00 but I was stilling wanting to wait about a week to make sure since the sales person was incompetent in telling me the differences so I could make that decision and purchase. So I asked her specifically how long that sale price would be she said she did not know however when I asked her if the sale was not there the following week after I had gathered more information about the other 2 printers she said thatxi was still able to get that price regardless and it would be notated. So I made about 4 calls since then and spent hours with a few others until I gotca person thatxhad more knowledge about the priducts and I was ready to make the purchase but he was unable to give me that sale price he tried offering a low ball discount of $15 and I refused and told him I would just make this complaint and go from there if he can't find anyone there,

  Business Response

  Date: 12/05/2022

  HP Incorporated apologizes for the issues *********************************** encountered with his **.com order. A representative reached out and informed ******************** that his ** Coupon will cover the funds for the order and no extra funds will be required. If ******************** has any other ordering questions, he may reach out to his representative from the ** Store.
  

  Customer Answer

  Date: 12/07/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The statement is not clear in detail. The representing only called to see if I got the order and I called back to inform them again that no I do did not and it was because of the shipping method they used which I stated after speaking to 35 different representatives there as of last week and explaining the issue for an avg of an hour with each and this was all because of the sales **** which gave us inaccurate info before we placed the order. Now we are waiting to here from someone in another **** about the coupon code on weather the same amount will be applied or more needed to compliment on whether the item stays on sale or goes back ** in price $70 dollars more. So until we speak to the next person and see if we agree with the resolution then we can consider this complaint satisfied but for now we not sure if small claims court will be necessary or not. We will reply back when we here from the resolution manager again.

  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.)
  No because the manager did not get back to me as agreed.

  Business Response

  Date: 02/21/2023

  ******************** has been contact with is Case Manager who will get that new coupon issued by 02/09/23.   

• Initial Complaint

  Date:11/16/2022

  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 monitor and in less than 30 days it stopped working. I have getting the run around trying to get a replacement. I shipped broken one and now I have nothing. They are not returning my calls and says my service order has been cancelled.
  

  Business Response

  Date: 12/16/2022

  Business Response /* (1000, 5, 2022/11/28) */
  HP apologizes for the issues Mr. ************* encountered with his HP ************************************* Mr. ****** accepted a brand-new HP ********* Monitor as a replacement monitor. That order shipped under tracking # ************ with an ETA shown as 11/28/22. If Mr. ****** has any further questions or concerns once the order is received he may direct them to his Case Manager.

• Initial Complaint

  Date:11/15/2022

  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 will never do business with HP again, they are horrible as I have ink that is still in the box, never used and they are blocking me from printing just because I do not want to pay for ink that has not been used. I have called over and over asking to speak with a supervisor and the continuously put me on hold and keep saying there is nothing they can do even though I have been with them for over 5 years.
  
  I have never once asked for anything, so I had no idea how bad their customer service was and when I looked them up online I saw thousands of complaints and was shocked.
  
  HP could care less about their customers and they have the biggest ink scam around and I will never ever buy anything HP again.
  

  Business Response

  Date: 12/16/2022

  Business Response /* (1000, 5, 2022/11/28) */
  HP apologizes for the issues Mr. ************ encountered with his 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 Instant Ink Case Manager.
  
  I am glad I was able to reach you on my callback today!
  It was a pleasure to be of assistance and I am glad that we were able to help resolve your issue.
  
  Here is the details of your free months and your plan
  
  $11.99 plan / 300 pages a month
  You have 4 free months remaining.
  Billing for your plan pages will start on Mar 23, 2023.
  
  
  
  Here is a great link to check out regarding your Instant Ink account:*************************************************************
  
  Your current case number(s): ********** have been closed
  
  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.
  
  
  Thank-you for choosing HP Inc.
  
  ****
  
  HP Instant Ink Case Manager

• Initial Complaint

  Date:11/15/2022

  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 an hp**** from******* during the pandemic. I have had problems with the battery not chargin right and the printer randomly shutting off. I tried calling hp and maybe they were short staffed during the pandemic but i had a very hard time getting a person to speak with. I did not want to create an account to file a warranty complaint. they had my name, phone, and email. when i finally got someone they continually transferred me back in the cue to someone**************************** so i gave up trying. I ended up buying another battery for over $100. I wouldnt have had to if they would have sent one when it was under warranty. i dont have the receipt for the battery but can provide it if needed
  

  Business Response

  Date: 12/16/2022

  Business Response /* (1000, 5, 2022/11/28) */
  HP apologizes for the issues Mr. ************* encountered with his HP******************************** Printer (s/n***********). HP offered to reimburse Mr. ***** for the replacement battery he purchased or send out another battery as a back up should he need one. Mr. ***** opted for an additional battery. HP placed that order on 11/23/22. Once a tracking number is available it will be provided to him. Should Mr. ***** require any additional assistance he can contact his Case Manager.

• Initial Complaint

  Date:11/15/2022

  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.

  March 7, 2022
  I bought a printer from HP for $160 and now it doesn't work. I've only used it a few times and now it cannot connect to my PC. I called IT and they told me I must contact my ISP to have them change my internet in order to get this to function. I declined because I did not want to mess with my internet. They then offered me a refund on 11/15 but only for $50. This is an insult because I am being punished for their poor engineering.
  

  Business Response

  Date: 11/30/2022

  Business Response /* (1000, 5, 2022/11/22) */
  HP apologizes for the issues Mr. ********* encountered with his
  HP ********************* Printer (s/n **********). HP technical support assisted Mr. ***** with getting is printer up and running. Due to the inconveniences Mr. ***** faced with his printer HP sent out a full set of ink cartridges which were delivered 11/18/22 under tracking numbers ************ and ************. If Mr. ***** needs any further assistance he may reach out to his Case Manager.
  
  
  Consumer Response /* (2000, 7, 2022/11/28) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Printer has been fixed

• Initial Complaint

  Date:11/15/2022

  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.

  The printer division of HP Inc. sent out a firmware update on October 27, 2022 (version ********). Since then, numerous people, myself included having clicked on the update found that it corrupted the operating system on our printers and made them inoperable. I contacted tech support twice and allowed them access to my computer so they could attempt to reload the firmware update onto my printer and were unsuccessful both times, Case ID#**********. I was told by the second tech that my warranty is up and then they offered to help me buy another HP printer. No joke. I contacted HP on ******* several times and ended up talking to a different person every time. Finally someone asked for photos of the printer during update process. This included every step and what the printer display said along the way. So I sent the photos and have yet to heard back from them. The printer in question is an **********, Serial number **********, Product #******** HP has made zero attempt at correcting this and the firmware version is still available for download on their site. Here is a link to the HP forum with numerous other people wondering how to fix their now inoperable printers.
  **********************************************************************************************************
  
  What is interesting is that the update has affected different printers in different ways, but in the end many just say RESEND UPGRADE on the display and will not update when the firmware is sent to the printer again. So my 4 year old $465 HP************** printer broke from me performing their own recommended update. I didn't even go looking for the update, the HP software on my computer just recommended it so I clicked on it. Included are images of me performing the firmware upgrade, it goes through the entire process and then finishes with the same "RESEND UPGRADE" message.
  

  Business Response

  Date: 12/05/2022

  Business Response /* (1000, 5, 2022/12/05) */
  HP Incorporated apologizes for the issues **. ************** encountered with his
  HP *********************************************** An HP Case Manager is awaiting a response from HP's Technical Support to confirm how to proceed with **. ********* issue with the firmware. If **. ******* has any questions or concerns, he may contact his Case Manager.
  
  
  Consumer Response /* (3000, 7, 2022/12/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  At this time, HP's response is that they are working on it, so I do not accept this as a resolved issue. I would like to continue to keep this complaint open pending their further action.
  
  
  Business Response /* (4000, 9, 2022/12/20) */
  **. ******* was sent the following email. He may respond if he is willing to wait for the new update.
  
  Hello Sir,
  
  I wanted to reach out as I have spoke with my team technician and he infomed me of the information below.
  "This is a printer firmware issue and I am waiting for the new firmware to be released maybe sometime this month. If the customer is willing to wait for the new firmware, resubmit the tech request. The customer needs a USB flash drive that's less than 32GB in capacity to perform manual firmware installation."
  
  If you are confortable with this solution I can resubmit and he can give you a call. Please let me know at your earliest convenience and I look forward to hearing from you.
  
  ******
  Escalations Case Manager
  CS Escalations
  Desk: ************************
  HP *********************
  
  
  Consumer Response /* (4200, 16, 2023/01/04) */
  I was on vacation and could not advise a response. HP still hasn't provided an adequate replacement or fix for this problem, in the original complaint I included a link to all the other people experiencing the same issues. People continue to make complaints on deaf ears with HP and the company has not fixed it. They originally offered me a $75 on-line HP store credit, of course that's not enough to buy even their most entry level printer let alone replace a LaserJet like they ruined. If they would reconsider with something a little more modest like a $200 credit, something I can actually work with I'll consider this resolved.
  Here is the link of all the other folks dealing with this.**********************************************************************************************************************
  
  Business Response /* (4000, 18, 2023/02/01) */
  HP provided **. ******* with a replacement HP Color LaserJet Pro MFP M182nw which was delivered 01/19/23 under tracking # ************.
  
  
  Consumer Response /* (2000, 20, 2023/02/01) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  HP and myself have come to a mutual agreement on how to resolve this issue. All in all this took some time and back and forth mainly because I believe they were hoping their software folks would be able to come up with an update. I don't know if they ever did, its been my experience in many cases that once a firmware install fails there is little chance of a recovery. I was patient and they ultimately did the right thing and sent me a replacement. My opinion of HP has been restored and the case manager that I dealt with did an amazing job.

• Initial Complaint

  Date:11/15/2022

  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 an hp chromebook **********************************
  It arrived and would only work in guest mode. Hp said to send it in for repair.
  I sent it with the charger and when it was returned the charger was not returned with it.
  Now I don't have a charger for it.
  

  Business Response

  Date: 12/01/2022

  Business Response /* (1000, 5, 2022/11/22) */
  HP apologizes for the issues Ms. Alicia******* encountered with her repair by HP. HP shipped out the charger separately under tracking # ************ with a delivery shown as 11/17/22. If Ms.******* has any other questions or concerns she may contact HP Support.
  
  
  Consumer Response /* (2000, 7, 2022/11/30) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thank you for returning the charger.