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

  4680 Parkway Drive Suite 100 Mason, OH 45040-9363

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:11/08/2022

  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 purchased an HP printer in March of 2020 because I was working from home due to Covid. I subscribed to the HP Instant Ink program. Once I returned to the office and life go (somewhat) back to normal, I no longer needed printer cartridge's every month. I cancelled the Instant Ink subscription. Now my printer that I paid for will not work with the cartridges I paid for because I am not subscribed to HP Instant Ink. This is a scam by a corporation. I have spent my money to the tune of over $1,000, and now I have a printer that doesn't work because I won't continue to pay for ink cartridges I do not need. To add insult to injury, some of the cartridges HP Ink sent me didn't even work when I was subscribed to HP Instant Ink.

  Business Response

  Date: 11/18/2022

  HP apologizes for the issues ***************************************** encountered with her Instant Ink account. Unfortunately, a representative was unsuccessful in reaching ************************ to discuss her complaint. 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 email.
  
  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: 11/28/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I did respond to *****'s email, so her response that I did not respond is untruthful. See attachment. ***** never responded to by email. My printer remains a huge paperweight due to HP's actions in locking it.
  See Attachment/File: RE_ HP Instant Ink - Final Callback Schedule CRM_0055876008862.pdf

  Business Response

  Date: 12/08/2022

  HP placed an order to have a full set of regular ink cartridges sent out so ************************ may resume using her printer. If the issue persists with the color cartridges then ************************ may reach out to HP Support to see if the can troubleshoot the printer.

• Initial Complaint

  Date:11/08/2022

  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 a HP Printer along with my Desktop Computer about 5 years ago. I had them both under warranty. I also signed up for Instant Ink to be able to print with my printer with the understanding it was a service to make sure I had ink for my printer without interruptions. That I could cancel anytime without problems. I had a problem with my printer and had to have it replaced but it was under warranty and was replaced with no problem. I wasn't using my printer much at this time but was continuing to get replacement cartridges that I didn't need. When I contacted HP Instant Ink I was told that they would continue to send out the order monthly on my plan wither I used the amount of printing or not! So I withdrew for the plan and a year ago I started just buying cartridges when I needed them. It worked well until there was an outage in my area and when they restored our service my printer began giving me an error message saying that I couldn't print because I didn't have HP instant ink cartridges! I contacted Instant Ink and was told that my account wasn't closed. They said that they would close it right away and I should be able to print but now a month has gone by and still I can't use my printer because it's saying that I have to join HP Instant Ink to use my printer!! I have Grandkids that need to print their homework and now I can't and Instant Ink keep saying that they are going to take my out of their system so I can print but every time I contact them I'm still in their system and my Printer still keeps telling me if I want to print I have to join they company with a plan! They even had the nerve to offer me two free months of service to join again!!!!
  Please can someone help me, I'm 69 years old and really I can't keep going though this and I don't have the funds to purchase a new non HP printer at this time.
  

  Business Response

  Date: 12/15/2022

  Business Response /* (1000, 5, 2022/11/23) */
  HP apologizes for the issues ****************** encountered with her HP OFFICEJET PRO 6978 AIO PRINTER (s/n **********). A representative placed an order for a replacement to be sent. As soon as the defective unit is received back to HP the replacement will be sent. If ************ has any questions or concerns during the process she may contact HP Support and reference her order number.

• Initial Complaint

  Date:11/08/2022

  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 purchased an HP****************** on Sep 17, 2022, it was delivered on Oct 1st.
  I purchased this using the ***************** discount thinking i would get a fair deal on a computer system, was i wrong, I spent around 2,300 on this computer, I purchased it because I need one, less than 1 month later (After i transferred all my files and set the system up with my banking info and logins), it went into a constant **** bluescreen, which means some hardware is bad, I never once opened this system nor added any hardware to it, and i am now unable to access any of my data, I am disabled so had to cut the box away from the computer in order to get it out of the box as i am simply unable to deadlift it from the box onto the ground.
  
  So now i need to contact HP because they sold me a faulty product for top price, they agreed to return the item, but have been dragging their feet to make it take as long as possible, today, after waiting around a week, the ***** guy shows up and is unable to pick up the item for a return, I had called HP 2 times, and Wrote a ticket about this and had a callback, all of them stated the ***** driver would bring a box to place the item in, none of which was true, the ***** guy just left here at 1:15 pm 11/08/2022 and told me he would have to get in touch with the office and set this up right.
  
  I NEED a new cpu, this is why i purchased one, and I am unable to order another (From a different company ofc) Until they give me a refund for this one.
  
  I am physically unable to carry this system around with me, as i told them 3 times, they know *************, I had to prove i was to get the ***** discount, I apparently am unable to make customer service understand anything even though i have attempted too 3 times.
  
  I cannot seem to get through to this company, and need assistance to get my money back. I want all my data removed from this system too, I am unable to access any of it now, shame this is how the treat *******************************

  Business Response

  Date: 12/19/2022

  Business Response /* (1000, 5, 2022/11/16) */
  HP apologizes for the issues Mr.************** encountered with his HP.com order. HP arranged to have the unit picked up from his location. Once the unit is returned to HP and inspected the refund will be released.
  
  
  Consumer Response /* (3000, 7, 2022/11/22) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is far beyond acceptable, I have no tracking number to even follow this return, not to mention your techs phone call to me trying to bully me into his way of thinking, nor the full week+ I will not be accepting a brush off, this is not how to do business with american consumers, must less to **************************
  
  
  Business Response /* (4000, 10, 2022/11/29) */
  HP received back Mr.********* unit and the refund for $2235.61 was released. An email was sent to Mr. ****** explaining the conditions of the refund process. If Mr. ****** has any further questions or concerns, he may reach out to his assigned HP Representative.
  
  
  Consumer Response /* (-5, 13, 2022/12/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Reach out to the reps who refuse to escalate the issue ? Who call you on the phone and attempt to bully you into compliance ? You are running a scam plain and simple, you refuse to follow consumer law, you refuse to follow your own rules, then when someone says they will file a**** complaint you make sure to tell them you are the ones that handle it, so the office that handles**** complaints also are unable to do their job, and harass the customer, then say, go ahead and complain, it will just be me who answers it, this company needs investigated for their practices.

• Initial Complaint

  Date:11/07/2022

  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 October 27, 2022, I ordered an HP Pavilion Gaming Desktop **********. The original cost was $1349.99 and the sale price was $999.99.
  Two days later, on October 29, I received an email advertising the same PC for $650. According to HP's Price Match Policy, " If we lower the price of the product you purchased, and it's still in stock, and hasn't been discontinued and isn't an exclusion ...you may contact customer service within the return and exchange period to request a credit for the difference between the price you paid and the current HP.com selling price."
  I called customer service that day and have been getting an unbelievable runaround for more than a week. . I've spoken with several different people and communicated by email and it's as though I have spoken with no one. The last person I spoke with told me that he sent my "case" to the appropriate people. I still have heard nothing.
  I sent an email and the reply was that my "case was open" and to keep my phone open because someone was going to contact me that way. No phone call came, so I replied to the email to let them know that. The same person (at least it was signed with the same name) said that she apologizes for the fact that I was expecting a call and to look for an email. No email has come.
  The price, on the website did eventually go back up to the original price.. One agent I spoke with pointed this out to me and I responded by telling him that it was $650 on the first day I called with this complaint. I have the email to prove it. I asked him if he would like me to forward the email to him and he said, "No." It's well within the return/exchange period, and was in stock on the day I first made this request. I hit all the points required to qualify for this refund.
  Today, I called again. I spoke with a representative who told me that there will be no refund and that the price in the email had been a mistake. I don't accept this. HP owes me a refund of $350.00.
  

  Business Response

  Date: 12/08/2022

  Business Response /* (1000, 5, 2022/11/16) */
  HP apologizes for the issues Ms.*************** encountered with her HP.com order. Unfortunately, the price ************* was due to a pricing error; HP's Price Protection Policy (After Purchase)- Exclusions- "Special promotions are not eligible for price protection including financing offers, bundle offers, free items, "pricing errors..." HP offered a $70 credit to the order however ************* declined the offer.

• Initial Complaint

  Date:11/07/2022

  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 purchased my HP printer 2-years ago. Last week, HP prevented me from using my printer. I was unable to print. HP forced me to install software so they can MONITOR what I print. I had to call customer service and waste 2 hours of my life, just to be able to print. That is unacceptable. I will no longer use my HP printer and want a refund for my printer. When I purchased the printer 2 years ago, they didn't tell me that I would have to share what I print with HP.
  

  Business Response

  Date: 12/15/2022

  Business Response /* (1000, 5, 2022/11/18) */
  HP apologizes for the issues Mr.************** encountered with his
  HP****************** Printer (s/n **********). An HP Case Manager sent Mr. ****** the following email:
  
  Hello ******,
  
  I appreciate your feedback with the experience and not receiving a callback. That is something I can certainly escalate up to have reviewed as there may have been an underlying issue with the technician reaching back out to you. We will address this portion internally.
  
  In regards to software updates, it is part of our warranty terms for product use under customer responsibilities that a consumer needs to ensure software is up to date. In case you would like to review it, and I also like to ensure my customers are fully informed, I am including the link below. I also want to assure you I myself have about 16 years worth of experience in the industry which is not limited to HP inc. With electronics that need software updates such as phones, the terms of use or warranty information is similar when it comes to software updates in order for the electronic to work as consistently as possible.
  ******************************************************
  
  If you would rather not use the HP Smart App, you do have the option to remove it if you would rather.
  
  Warm Regards
  *************
  Executive Escalations
  ***********
  Phone: :***************************
  Department Phone:************************
  HP Inc.
  *************************
  
  
  
  
  Consumer Response /* (3000, 7, 2022/11/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  HP takes no responsibility and wasted more than 2 hours of my life. Until I am compensated for my lost time, I will accept NO REPSONSES.
  
  
  Business Response /* (4000, 9, 2022/11/30) */
  HP does apologize for the time lost however HP does not compensate for it.
  
  
  Consumer Response /* (4200, 11, 2022/12/07) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Not accepted, they wasted my time, and did NOT compensate me for my lost time.

• Initial Complaint

  Date:11/06/2022

  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.

  The Hewlett Packard company deliberately shorts their ink cartridges so we need to replace the ink more than the packaging and company claims. I have spent over $200 dollars in in a little over a year replacing ink and I printed no more than 50 sparse documents! Not exaggerating! Shame on them!
  

  Business Response

  Date: 12/07/2022

  Business Response /* (1000, 5, 2022/11/16) */
  HP apologizes for the issues ****************** encountered with her HP Ink Cartridges. The Executive Office sent several emails to get more information on the cartridges/printer. To date there has been no response. If ************* would still like assistance from HP she may respond to the emails that were sent.

• Initial Complaint

  Date:11/06/2022

  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 had sent my HP laptop on 08/31/22 for repair in the shipping box and label they provided.
  
  -9/08/22 received an email from HP stating they received it.
  - $327 was the repair cost.
  -09/09/22 I receive an emailing asking for me to pay $489.36 more.
  -09/26/22 I receive an email stating "we see you have already paid for the repair, there is no request to pay anything else.
  Case# ***********
  HP CSO/Reference# ***********
  Purchase Order#********
  Was sent fir repairs here:
  HP ******** repair Center
  *****************************************************
  
  2 months later
  11/06/22 I still have not received my laptop.
  

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 5, 2022/11/21) */
  HP apologizes for the issues Ms. *************** encountered with her
  HP ************************************* AN HP Case Manager verified that the repair h ad already been paid for and requested HP's Service Center move forward fixing the unit. As soon as the unit is repaired it will b sent back o MS. *******. If Ms. ******* has any questions or concerns she may direct them to her Case Manager.

• Initial Complaint

  Date:11/05/2022

  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 purchased this plan for $14.99 to help fix my laptop which they weren't even able to do. I had to do a system restore and wipe my laptop clean. I was told I could cancel anytime. I decided to keep it just in case I had some more problems with my laptop. I decided to cancel it on October 30th and was given a confirmation number and that was that. I received an email the next day saying someone would get back to me about my case. I was so busy with work this week I didn't get a chance to check it out. Upon calling this Saturday, November 5th, I'm told that I need to wait for someone in the cancellation department to contact me to discuss cancellation. I was absolutely not told this when I purchased the plan initially. I've never heard of such a thing. I call to cancel and you cancel the plan plain and simple. So now I have to wait "5 to 7" business days for someone to call me. Um guess what I work so if I'm not available to talk what then. Am I going to be charged for this month too. This is the most ridiculous cancellation policy I've ever heard of and want to be done with them. I sure as hell won't recommend or ever use them again.
  

  Business Response

  Date: 11/16/2022

  Business Response /* (1000, 5, 2022/11/09) */
  HP apologizes for the issues Ms.************** encountered with HP's Smart Friends Support. The account was cancelled on 11/08/22 and no early termination fees were applied. If Ms.****** has any further questions or concerns she may contact HP.
  
  
  Consumer Response /* (2000, 7, 2022/11/15) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:11/04/2022

  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 tried to cancel may ink subscription and having a hard time doing it. They have my bank card information and after assume they cancelled the still try to withdraw funds out of my account. They will not let me out. They keep binding me to each time I call they add a month and now threatens that I will not be able to use my printer I bought from Best Buy. So may bank worked with me by closing the account I have with them and I can't seem to get to a resolution without them trying to keep me in. How can they do this. I am on a fix income and I do not want to get my ink from them anymore. I will buy ink when I need it. I have no address and phone numbers other they the one to customer service. They all speak to me the same way and they keep on the phone excessive asking the same questions. They have the line that says you can call and cancel...that you can't do do as simple as you may think or else I would not be writing to BBB. The last payment made to HP ink was on September 9, 2022 for $9.53 which was my last and final payment. I had requested them to close my account and stop payments on September 8, 2022, And then on October 29, 2022 they was trying to make an automatic withdrawal from my account for $4.23 approx. and there no sufficient funds, And also I had requested when I cancelled with them to send me the final invoice for the $9.53 and they insisted for me to verify the account it was coming from. They did not say anything about final bill after this payment. They keep sending me letter through email saying my account need to be updated with them. Last I talked with them in November and they were apologizing that the account did not cancel. This is a viscous cycle and I am not falling for this. I am unable to utilize my printer and scan info to you. If I could send you my copies a different way please let me know. They have me locked out. Thank you for your assistance.
  

  Business Response

  Date: 12/02/2022

  Business Response /* (1000, 5, 2022/11/11) */
  HP apologizes for the issues ****************** encountered with her Instant Ink account. HP can only provide a refund and waive the final bill once the current payment is made. ******** informed HP that she is unable to make a payment. An HP representative explained how the programs works and that they can only use the ink sent if the account is active and in good standing. If ************ wishes to continue printing she can insert regular HP ink cartridges and use the printer on single cartridge mode. HP placed an order to ship ************ a regular black ink cartridge which should be received by 11/28/22.

• Initial Complaint

  Date:11/04/2022

  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 purchased a HP Care Pack for $139.99. I called HP regarding a problem with my computer on 11/4/22. I was told that I would be sent shipping materials and that I would have to drive it to *** to be delivered. The HP Carepack states that I would have a technician come to my house. When I told the HP representative this they said that "onsite" meant that it would be fixed at the service center after I sent it through ***. The HP website clearly states "Convenient at-your-door repair". When I told them this they said they could get a technician to my house in seven days. My Carepack invoice states "3 day onsite service." HP is not honoring what it states on their website nor what it states on my invoice.
  

  Business Response

  Date: 11/29/2022

  Business Response /* (1000, 5, 2022/11/16) */
  HP apologizes for the issues****************** encountered with his HP Pavilion Gaming Desktop PC TG01-2000a ****************. HP replaced the graphics card in the unit. The unit has shipped back to ********* under tracking ************** with an ETA shown as 11/18/22. If ********* has any questions or concerns when the unit is received he may contact his Case Manager.
  
  
  Consumer Response /* (2000, 7, 2022/11/28) */
  (The consumer indicated he/she ACCEPTED the response from the business.)