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

• 

  HP Incorporated

  7 Eagle Square Concord, NH 03301

• 

  HP Incorporated

  263 Tresser Blvd Stamford, CT 06901-3236

• 

  Hewlett-Packard Company - Sales & Support Office

  7100 Intermodal Rd Louisville, KY 40258

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:10/15/2025

  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 been a loyal HP Instant Ink customer for nearly 10 years and have consistently been satisfied with the service until recently. Over the past few months, my printer began malfunctioningprinting on its own, often over 100 pages at a time, each with only one line of unreadable characters at the top. The only way to stop it was to unplug the printer.While this malfunction did not initially cause issues due to my rollover pages, it led to overage charges on two billing cycles:June 30 July 30, 2025: $10.50 August 31 September 29, 2025: $51.00 Total disputed amount: $61.50 On October 15, 2025, I contacted HP Instant Ink support to request a refund for these overage charges. I explained that the overprinting was caused by a malfunction and that I was not seeking technical helponly a refund or credit for pages clearly wasted by the printer error. The representative refused, stating there was no record of my prior calls (which was irrelevant, as the call I was referencing was happening in that moment).Ive been a paying customer for roughly a decade and have used multiple HP printers under this service. The unwillingness to issue a reasonable refund after years of loyalty and error-free billing is unacceptable. If this is not resolved promptly, I intend to dispute the charges with my credit card company and cancel my Instant Ink subscription.

  Business Response

  Date: 10/16/2025

  An HP Instant Ink Case Manager has been assigned new Escalated Case ********** to address the customer's concerns. The Customer should be contacted within 2-3 business days.

  Regards,*******

• Initial Complaint

  Date:10/14/2025

  Type:Order 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 bought an HP printer (HP color laserjet pro MFP 4301 fdw) on May 6, 2025. I used this printer mainly for printing and copying for which the printer worked well. In September, I tried to set up the scan to email option and was facing difficulties as the setup wasn't working. On Sep 22, I reached out to ** support and requested their assistance ***********). The ** **** *******, took control of my screen and tried to set up the process herself. However, she was unable to as there was an option missing (under server authentication, it shows "server does not require authentication" and nothing else. There should be an option for "server requires authentication" too which is missing. Refer screenshot). The ** *** created a ticket and said she will look into the issue. On Oct 2, she emailed mentioning that they couldn't find a resolution and would need to send a service *** to my home. However, the service *** called me and said as this is a software issue, he cannot help. I've been trying to reach out to ******* and ** on emails requesting next steps. I have been ignored completely and I'm not getting any responses. The option to scan to email is a core requirement and I need it fixed. If not, I need a reimbursement or a ***lacement (a new one, not an old serviced printer) as a resolution. I spent $591.71 on this printer and I expect a resolution quickly.

  Business Response

  Date: 10/15/2025

  An HP Escalations Case Manager has been assigned to new Escalated Case ********** to address the customer's concerns. The customer should be contacted within 2-3 business days. 
  Regards, ******.

  Customer Answer

  Date: 10/20/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *************

• Initial Complaint

  Date:10/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an ** *************** laptop from Best Buy on 24 May 2025. On September 24, 2025 while on a video meeting with a client the machine just stopped working. On 25 September 2025 I called the ** Warranty Program, and they sent me shipping material to send the computer back for warranty repair. I was told it would take about a week to repair and get back to me. After two weeks I still have no status. I've been round and round with the ** support team, no one will help, I've been cut off, hung up on, only to find out that there is a parts shortage, and they don't know when my computer will be fixed. I've asked for either a replacement computer or refund, and they continue to give me the run around saying they cannot give me a replacement and that in order to give me only a partial refund the technician would need to verify that the parts shortage is over 30 days. I now have been without my computer, they won't replace it, and they won't give me a refund. I've spoken to case managers, supervisors, etc. No one will help. It is almost criminal that a consumer, like me, buys a product from a company like ** and it dies exactly four months after purchase and they will not replace or refund me since they have no idea when my unit will be repaired.

  Business Response

  Date: 10/15/2025

  A new Escalated Case ********** was already opened for the customer on 10/14/25 and assigned to an HP Escalations Case Manager.  Case Manager has already contacted the ************** in regards to the part shortage for Order BXFX4276-01 in order to get a more accurate ETA. ** has provided the Case Manager with the customers recent ******************** feedback.
  
  Regards,*******

  Customer Answer

  Date: 10/15/2025

   
  Complaint: 24014018
  
  I am rejecting this response because:  I was told this already and they told me the parts status was indefinite.  It is a brand new computer.  I asked them to replace it since they dont know when it will be fixed.  I cannot continue to go without my computer for my business.  They stated they wont replace it.  I think if you look at the complaints that are out there on *** warranty and repair policy Im not the only one that is having this very same issue.  If you are a reputable company you stand behind your product and your customers to make it right.  As I told both the case manager (who by the way was supposed to call me back and never did with a status update) and the supervisor who I spoke to, if this was reverse, theyd be coming after me, making me pay and ruining my reputation.  Unacceptable practice.
  
  Sincerely, **** ****
  
  **** ****

  Business Response

  Date: 10/22/2025

  HP appreciates the customer's feedback provided in this complaint.  According to the notes in Case 5150192809, the repair was completed and shipped out to customer 10/20/25, FedEx Tracking ID: ************, SCHEDULED DELIVERY DATE: Friday 10/24/25 by end of day estimated between 11:50 AM - 3:50 PM.

  Regards, HP Inc.

• Initial Complaint

  Date:10/13/2025

  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 was on vacation and returned on 06/15/2025. A HP printer was on my front door steps. I called HP at ************ and was transferred to different departments. I did not ordered a printer and was instructed to open the box for the series number which is 7602r. I requested a return label for the printer. the box was dated 05/06/2025 with a different address. The name of the first ****** on printer was torn off and my address was handwritten on 06/09/2025. I purchased a laptop computer and printer from ****** and signed up for ink supply for my printer a HP Office jet Pro 8130e series. My credit card was billed monthly for $16:95 and I was not receiving ink. on 09/10/2025 I called about the bills and not receiving ink. I was transferred to multiple departments and finally to ************** it was at that time I spoke with an employee at 3:45 pm who had no idea about the issues. I requested to speak with a Supervisor at 5:13pm, It was at that time that I was told that the printer was rented to me. I never requested a second printer with ****** or gave any information for a printer. I requested a return label and it was again refused. The Supervisor was obstinate with inadequate knowledge of the fraudulent billing. On 09/12/ 2025 I return the printer to *************************************** at a cost of $79.72 signature required. It was received on Friday September 19 at 9:09am signed by *****. My credit card was billed for $364:69 and payment of $79:92 for shipment a total of $444:61 back on my credit card as soon as possible. IT's quite obvious that an employee created this gross mistake sending the printer to two different people who did not ordered a printer. On October 4th my credit card was billed for $364:69. I called ** on 10/7/2025 and spoke with a ******, then a "K" and ****** at 2:50pm. I wrote a letter to HP Customer Representative on 09/12/2025 with copies of the different addresses.

  Business Response

  Date: 10/13/2025

  An HP All-in-Plan (AIP) Case Manager has been assigned new Escalated Case ********** to address the customer's concerns. The Customer should be contacted within 2-3 business days.
  Regards, *******

  Customer Answer

  Date: 10/13/2025

   
  Complaint: 24001391
  
  I am rejecting this response because: This issue requires immediate response to refund my credit card. The error was created by a ** employee and should have been resolved much earlier from 06/15/2025.
  
  Sincerely,
  ****************************** 
  **** *******

  Business Response

  Date: 10/21/2025

  According to the notes in Case 5150137393, the Case Manager attempted to contact the customer by phone and email on 10/14/25 and 10/15/25 but was unable to make connection and Case was subsequently closed. A new Case 5150247934 has been opened with the *** team for the customer.

  Regards, ******* 

  Customer Answer

  Date: 10/29/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:10/12/2025

  Type:Sales and Advertising 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.

  ** uses a software that block user from using 3rd party ink cartridges.this has to be the most moblike behavior from a business ******* would be like **** turning off your car unless you buy their specific motor oil.....i dont understand how this is even allowed.

  Business Response

  Date: 10/13/2025

  ** printers with Dynamic Security may block third-party ink cartridges that use non-** chips or modified circuitry to protect printer performance, safety, and intellectual property. This security feature aims to prevent damage caused by inconsistent third-party inks, which ** has shown to have historically led to clogs,leaks, and printer failures. While the use of non-** or refilled cartridges does not automatically void the ********** Warranty, ** will charge for repairs if damage is attributed to such cartridges, and the warranty is void if the printer is used with modified systems like continuous ink setups. Although it is possible to undo firmware updates through third-party methods, ** does not support or perform these actions and recommends using only genuine ** cartridges or those with the ** Dynamic Security chip.

  Regards, ******* 

• Initial Complaint

  Date:10/10/2025

  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.

  About 2 months ago ** sent messages saying the printer I was using was not going to work for much longer. They said it needed to be replaced. About 3 weeks ago I agreed to replace the printer for a new one. The new one they sent worked for a week then stopped connecting. Yesterday I was on the phone over 2 hours trying to get the issue resolved. I asked ***** to just send a replacement printer for the faulty one. He informed me that he need me to enter credit card info in order to replace the faulty printer. Today I called back and it took over an hour they refused to send the printer unless I gave them a credit card. Because I NEED a printer for my work I finally agreed to provide credit card information but feel this process is unfair, and borders on scam--I should not have to give them a credit card to replace there faulty printer. MY PRINTER SENT TO ME ABOUT 3 WEEKS AGO DOES NOT WORK! YESTERDAY I SPENT 2 HOURS WITH ***** AND STILL DIDN'T GET MY PROBLEM RESOLVED. THEY ARE REQUESTING A CREDIT CARD TO REPLACE A FAULTY PRINTER THAT WAS SENT TO ME . I FEEL THIS IS FRAUD AND UNNECESSARY AND HP SHOULD NOT REQUEST A CREDIT CARD to replace their faulty printer. ** is usually a reputable company but this should not be permitted.

  Business Response

  Date: 10/13/2025

  A new Escalated Case ********** was already opened for the customer on 10/10/25 and assigned to an HP AIP Escalations Case Manager.   ** provided the Case Manager with the customers recent ******************** feedback.
  The customer should be contacted within 2-3 business days.
  Regards,*******

• Initial Complaint

  Date:10/10/2025

  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.

  In April 2025 I purchased an ** All-in-One computer (and Envy AIO 32 ****** serial number **********, order number ***********. Within a month, the device began to experience video-related problems that for a span of approximately 4 months I attempted to resolve with the ** help/support desk. Although at a certain point it was clear to me that the device was defective, ** was reluctant to process an exchange of refund; it finally relented and agreed to a ***air. I was sent packaging to return the device and promptly returned it for the ***air (service order BXFK757301) that **'s *** said would take about 10 days. Shortly thereafter, I received several automated emails saying the expected return date of the product would be about 2 months due to a parts delay. After telling the *** (a "customer escalations" person named Will), he offered me the option of a pro-rated refund of two-thirds the original purchase price, $1,406.66. I accepted the offer on August 26th, which refund was to be sent to me in check form by mail. To date, I have not received the check despite the Will calling me every week to inquire, and telling me that he will do something about my non-receipt of the refund.

  Business Response

  Date: 10/13/2025

  According to the notes in Case **********, a check number **********was finally updated on 10/09/25 by the Order Processors after the Case Manager had repeatedly requested the information for a month. Order Processors cited a "delay" in the buyback check processes. ** acknowledges that this situation could have been managed more effectively and regrets any inconvenience caused. Our customer's input is invaluable in helping us strengthen our processes and uphold the highest standards of service.
  Customer's comments will be reviewed and considered as part of our ongoing commitment to improving both **'s operations and the customer experience.
  **************** 

  Customer Answer

  Date: 10/13/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I received the check today in the expected amount by *** Express Delivery.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:10/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have several HP Ink cartridges, which, it was understood, would work with my HP printer, and it's been months, and they're not working, as indicated by the last person I spoke with. I was using a different printer, hooked up to the Instant Ink program. Since then, I've not been able to print the print in question, as instructed, and the trial runs out. So for all these many months, I've not been able to use a box of HP ink cartridges. Not one set will work, as I was told that it would. Please either call me to fix this issue on the phone, or send me the program or patch to be able to use these genuine HP cartridges I've got and any 3rd party inks in the near future. I simply want my HP printer to work, as told, and not use if as a boat anchor. I've used ************* and printers for years, and really disappointed with the results these past 6 months or so.

  Business Response

  Date: 10/09/2025

  An HP Instant Ink Case Manager has been assigned new Escalated Case ********** to address the customer's concerns. The Customer should be contacted within 2-3 business days.
  Regards, *******

  Customer Answer

  Date: 10/13/2025

   
  Complaint: 23993944
  
  I am rejecting this response because, the issue is unresolved.

  The gentleman called today, he was polite, and courteous, but tells me that the ****** HP cartridges I've will not work, as they are instant ink cartridges. He offers no solutions, but to spend upward of $77.00 to buy New HP cartridges. 

  No solutions, other than spending more money, and will not provide any firmware patch or a way to make my printer work, as he indicated when it was first set up it was set up for  HP instant ink, and once that is done, there is no way to fix the issue to use any 3rd Party ink cartridges. 

   

  No solution, but my next is to write the Attorney General, as the many lawsuits filed by others against ** is the problem, not resolved today, or in the future. Thus, if a person signs up for the HP instant ink program, but quits it, he or she has nothing but a boat anchor of a printer, good for nothing, unless to purchase the inflated HP cartridges, as these lawsuits are all about.

   

  It would appear that after all the years of using HP laptops, printers, and other merchandise, they've lost my business.

   

  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 10/21/2025

  HP appreciates the customer's feedback, and the objections have been shared with ************** While ** acknowledges that the customer disagrees with our findings, the company maintains its current policy regarding third-party cartridges. This policy remains in place to protect the integrity, reliability, and overall performance of HP printers. Until ** decides to revise its stance, we will continue to enforce these measures as part of our commitment to product quality and customer satisfaction.

  Regards, ******

  Customer Answer

  Date: 10/23/2025

   
  Complaint: 23993944
  
  I am rejecting this response because it's unfair to have to be blocked by any party, who purchases a printer,  who can no longer use it with or without 3rd party inks. As such ** has been sued  over this before  and have lost any and  all future business.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:10/07/2025

  Type:Billing 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 got HP Instant Ink Free Trial for 12 Months starting Oct 07, 2024. I cancelled the Free Trial on Oct 07, 2025, and I got an email from ** telling me that I will be charged for a month between Nov 07 - Nov 11 for $7.99 plus tax and I will have to send back the HP Instant Ink Cartridges that I have if I haven't used them by that date to replace them with cartridges compatible with my printer.Two things: why am I being charged $7.99 for next month if I cancelled my Free Trial at the end of the 12 months? That doesn't make any sense to me. I believe that is wrong.The other thing: Why do I have to send back all my Instant Ink Cartridges? I can't just use them now that I have them? I did sign up for the year. Does that mean the ink cartridges currently in my printer will just stop working?I'm very confused about all of this, if I could be contacted by someone at ** for a little help here it would be greatly appreciated.Thank you.

  Business Response

  Date: 10/08/2025

  An HP Instant Ink Case Manager has been assigned new Escalated Case ********** to address the customer's concerns. The Customer should be contacted within 2-3 business days.
  Regards, *******

  Customer Answer

  Date: 10/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:10/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I saved up and purchased an Omen 17.3" gaming laptop from ** for ******** on June 29th, 2023. I did purchase the 3 year extended warranty in May ************ case since I had only until the end of June to buy it for ******.I received the product in the 2nd week of July 2023. May 2024 the machine suddenly made very loud vibrating noise that would stop, tech support did remote checks and determined it needing repairing. Unit unusable from May 2nd to May 28th the day of pickup. The nots said motherboard and battery replaced.June 2 2025 the same exact noise and issue happened suddenly. again with checks and needed repair. Unit unusable from June 2 2025 to August 13 2025. Unusually long repair, back order parts. Notes said 2 fans were replaced. Upon inspection of the box and unit it was clear it was dropped. Called HP documented it, was okay if it was just cosmetic but I was assured it would be fixed if issues arise.They did arise due to either being defective or dropped by them I'm not sure, but on 9-25-2025 the screen suddenly developed lines defects and artifacts and called tech, escalated the issues, confirmed yet more hardware issues. I have not been able to use my laptop as intended since.They are refusing refund/replacement. This unit has had many major hardware failures from year 1 and is obviously a lemon. I don't trust the reapir process due to the time frame being so shortly after the previous repair. They have hung up on me repeatadly since refusing to escalate my case. I am very upset and distressed. Clearly the system has systemic systems wide issues because of how many failures its had.I take extremely good care of this machine, it stays on a desk, its kept cleaned so I don't understand why all of the major hardware failures and drop do not warrant a replacement. I feel like I am being scammed and taken advantage of and I'm suffering because of their refusable to properly remedy the situation as laid out in their warranty. I am at my wits end.

  Business Response

  Date: 10/08/2025

  HP appreciates the customer's feedback and acknowledges the customer's experience.  HPs limited warranty is designed to ensure that the customer's product is ************************* to full working condition by using original ** parts and certified technicians. Each repair is carefully performed to address the specific issue reported, and all replaced components are covered for the remainder of your original warranty. **'s goal is always to ensure that the device performs as expected after service.
  While we understand this is not the customer's first repair, HPs replacement policy only applies in cases where:
  The same issue persists after multiple verified repair attempts, or
  A repair is determined to be not feasible or uneconomical.
  At this point, our records indicate that the current issue can still be effectively resolved through another repair. Completing this repair will allow our technicians to fully diagnose and confirm the long-term reliability of your device.

  Regards,*******

   

  Customer Answer

  Date: 10/08/2025

   
  Complaint: 23984882
  
  I am rejecting this response because: This unit has had multiple persisent hardware failures in under 2 years. The unit failed just 40 days following an almost 3 month repair with is an unreasonable amount of time. If repairs worked then why did the unit have yet more hardware failures right after? Needing to go back to reapir so soon after having just been repaired is unacceptable. This unit has shown key characteristics of a defective lemon unit. With 4 known major hardware failures, sustaining physical and cosmetic damage from being dropped by the company during the June repair, and now having either the screen, gpu, both, and or other failures to be determined is unreasonable and unacceptable. This unit has been taken care of very very well by myself and there is no reason for such an espensive premium product to consistently breakdown and fail. These issues have caused mental distress, loss of income, loss of access to communities and hobbies. A unit with this many unexpected failures is unacceptable. I did not save up and pay this much money for a defective constantly breaking down and failing product. It's unreasonable to not replace it and highly unsual it has had so many failures that began in year one. A third repair attempt is unacceptable given the history of recurring and varied hardware failures.
  I have lost confidence in the reliability of the unit and want a replacement.
  Again these repeated failures fall under the terms of a "lemon" unit, for which most manufacturers have an internal replacement policy. These laws assert that products must be free of defects and fit for their intended purpose for a "reasonable" amount of time.
  After numerous unsuccessful repairs, ** has failed to fulfill its obligation under the warranty.
  Consumers have the right to a refund or replacement after only two unsuccessful repair attempts for "nonconformities," suggesting that three or more repairs is an unreasonable expectation. I have rights under consumer warranty protection laws both in the state of ************** and with the federal ********-**** Warranty Act. Unless you can verify all parts, replacements, fix the internal and cosmetic damage from the drop, show me step by step what is being done to fix this machine and garuntee there should be no expected additional failures with normal use in the near future, I will not accept a third repair. If you cannot do that, I at least want to talk to whoever will be working on the machine so I understand fully what is wrong with it, what was done with it, and why it has failed so many times. So I will send the unit one last time, but if it fails one more time before October 2026 I want a garuntee the unit will be replaced. Thank you.
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 10/16/2025

  An HP Escalations Case Manager has been assigned to new Escalated Case ********** to address the customer's concerns. The customer should be contacted within 2-3 business days. 
  Regards, ******.

  Customer Answer

  Date: 10/22/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I've spoken with **** from the escalations team on Friday 10-17-25. The unit was shipped off this morning 10-22-25 in the box provided late September. I have agreed to another repair and a system assessment. The agent assured me the unit would be checked thoroughly and repaired and also assured me if this unit fails one more time before ******* I will be getting a replacement. I still believe the unit is defective, it has all the hallmarks, and I do hope the technicians working on this unit can prove whether or not that is the case and I expect them to. I also expect them to assess the damage from the drop and make sure any internal damage from the drop is fixed and if it cant be fully assessed or fixed to notify me. Meaning if there are things that are incapable of being assessed like micro fractures in the soldering points or any other damages that it is explained to me and documented. I also expect them to explain to me why this system has repeatedly failed/what specifically caused the failures despite it being taken care of very well by my self and used normally for what it is intended for. I need proof this unit isn't inherently defective/a lemon. If the unit is deemed defective I would expect a new replacement for what I originally ordered a new premium custom built gaming laptop with the same specs, which is also the expectation if the unit fails again before the extended warranty ends. Thank you.

  
  Sincerely,
  
  ****** *********