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

• 

  HP

  PO Box 5138 Lutherville Timonium, MD 21094-5138

• 

  Hewlett Packard

  110 13575 Commerce Pkwy Richmond, BC V6V 2L1

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:10/27/2022

  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 purchased a new computer at the beginning of this month. I have had nothing but problems with said computer to the point of not being able to use it. I have contacted hp both by phone and online interactions with no help. All i get is you need to go thru the troubleshooting process and let us remote into your computer... But then i get told by the phone agent that they cant give me a code to remote into my computer that they need to remote into my cell phone and have me video my computer. I have asked on multiple occasions to speak with a us representitive and get told that they cannot and will not transfer me to an agent in the united states.
  

  Business Response

  Date: 12/01/2022

  Business Response /* (1000, 5, 2022/11/10) */
  HP apologizes for the issues **************** encountered with his
  Victus by HP Gaming Laptop 15-fa0000 (s/n **********). ******** sent his unit into HP's repair facility to be evaluated. If ******** has any questions or concerns during the process, he may contact his Case Manager.

• Initial Complaint

  Date:10/27/2022

  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 printer that never worked properly, from the time I got it out of the box. Unfortunately due to moving the return window had expired, so I turned to HP tech support for help. After well over 8 hours of troubleshooting, across 5-6 different calls, the unit still didn't work. I requested multiple times to have a replacement sent under warranty. Finally, after hearing nothing for days/weeks I received a call and email saying they were sending me a new printer.
  
  The printer arrived, and I was given a manager to contact in case of issues and 5 business days from time of receipt to do it in. The new printer never set up. I replied to the person who sent me the email, within the timeframe required, and to date I've heard nothing back. That was a month ago. I have reached out repeatedly, and nothing. I have contacted support multiple times, waiting today on hold for 1 hour and 53 minutes, and still never got through to anyone to troubleshoot the new machine.
  
  I've been threatened over email by HP to return my original printer or else I will be charged! I am not returning something until I have a working printer, period. I have gone well beyond what any person should have to do in order to have a functional printer. I do not appreciate the threats of billing when no one from the company is bothering to respond to my ask for help. I have spent an unreasonable amount of time on this, and I want my original money back. I do not want this printer. It clearly has issues and I do not have the time to spend on this ridiculous process anymore. HP has almost cornered the market in printers, and it seems that they have lost all care and concern for the quality of their products or their customers spending money on them.
  

  Business Response

  Date: 12/01/2022

  Business Response /* (1000, 5, 2022/11/09) */
  HP apologizes for the issues ************* encountered with her HP printers. An HP Case Manager did offer a buyback of the printer however ******** must ship back to two printers she currently has; as well as send in her proof of purchase to make the buyback offer. If ******** would like to move forward with that offer she may respond to her Case Manager to get the shipping labels needed ship back the printers.

• Initial Complaint

  Date:10/25/2022

  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 am a member of the HP Instant Ink program. My Credit Card on file expires 10/22 I have tried to update my credit card information on my account 20 times now and every time they say my payment type is not accepted. When it is a MasterCard the same as what is on my account now that is expiring other than its a new account number. I have used the chat feature to try and solve the problem 4 times with no success and by phone as well. HP representatives could physically update my payment information manually but they refuse to due to supposedly company policy. This is totally BS as other companies update customers payment information all the time.
  

  Business Response

  Date: 12/02/2022

  Business Response /* (1000, 6, 2022/11/09) */
  HP apologizes for the issues******************* 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!
  
  As per our conversation, I have applied a $5 prepaid balance to your account. The outstanding $1.05 balance has been removed from that and the remaining prepaid balance is $3.95 which, technically should cover your monthly charges for the billing cycles ending 11/19/22, 12/19/2022 and 01/19/2023. This has also restored your account so you should now be able to print. Click the link below for detailed information on how to update your billing information. It's really quite easy.
  
  It was a pleasure to be of assistance and I am glad that we were able to help resolve your issue.
  
  Here is a great link to check out regarding your Instant Ink account: ************************************************************* (This is the link I spoke about above).
  
  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.
  
  Sheila
  
  HP Instant Ink Case Manager

• Initial Complaint

  Date:10/24/2022

  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.

  Placed an order on HP.com for two computers on 09/27/22. The company contacted ***** to return the packages without my knowledge on 10/03/22 but sent an email stating delivered. Since 10/03/22, I have contacted HP over 25 times and during these time which up until today they were rude, questioning me I had money on my credit cards, charged my ******* Credit Unions "credit cards" over 30 times, had me three way call with the bank to verify there was no block including the fraud department and if the funds were available. Now today they still are requesting more information which i stressed to them they do not ask anyone else all these questions and personally spoke with my bank over 10 times. These calls sometimes last 2 hours. One of my banks explained there is more than enough available and we do not have a block on the card. HP continues to questions my funds, address which the banks also verified billing address is correct, my phone number which i am calling them from, available funds, etc. all these questions be asked every time I call to check status. I have been discriminated against and do not appreciate it at all. It is based solely off of principals because yes I could have went elsewhere but I deserve respect and to be valued.
  

  Business Response

  Date: 10/31/2022

  HP Incorporated apologizes for the issues ******************************* encountered with her HP.com order. HP transferred **************** to the correct department so they can verify her credit card information to move on with placing an order with HP.
  

  Customer Answer

  Date: 11/09/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The issue is not resolved and was not addressed. ***************'s HP.com Escalations Manager is deeply unprofessional and lacks the appropriate skillet needed in his position. ****** Mr. **** contacted me chew smacking food and talking at the same time in my ear with a care. When I attempted to explain the events that had occurred. **** rudely interrupted to speak and chew while repeatedly stating you need customer service and I will transfer you. When attempting to speak again about transferring me to C.S. where they were unable to resolve the issue and addressing the unwarranted behavior. Again, **** cuts me off with this justification "yeah I do not know why that happen, but I am going to transfer you back over to them.". I then asked for his manager, ****'s response "I am the highest it goes". ****'s rude behavior as manager is unacceptable and HP **************** reps are rude because there is no leadership. Needless to while speaking to **** he just transferred me to customer service where I waited in queue for over 30 minutes. This random person whom knew nothing about why I was being transferred and mentioned to call **** back because she did not know what to do. There was no way I would have contacted someone that sitting around just to collect their paycheck, devalues customers, and brutally disrespectful. **** cares more about food and whatever broadcasting show he was watching. Instead of addressing anyone issue or concerns with a reasonable resolution.

  Business Response

  Date: 11/18/2022

  HP understand ****************** frustrations, however she must work with HP's Sales Support Team to verify the credit cards information. Once the credit card is verified then HP can proceed with an order.

  Customer Answer

  Date: 12/15/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  That is a false statement. Five different HP representatives verified with my federal union on conference calls that all card information provided is correct. The credit union has those calls documented. I have also documented each call time, printed out my phone records etc.. In addition to, the credit union asking HP how many times are they going to keep asking for the same information, nothing has changed since the last call 24 hours ago. The discrimination I have endured is unnecessary
  and has caused a major deal undue stress. My next step will be to file with *** and anyone else that will hear my story.

  Business Response

  Date: 12/20/2022

  **************** has verified everything with her bank and HP however when she is placing her orders the phone number being used does not match the phone number listed on her bank account. If **************** wishes to place her order with HP.com all information must match for it to go through.

  Business Response

  Date: 01/03/2023

  Business Response /* (1000, 5, 2022/10/31) */
  HP Incorporated apologizes for the issues Ms.*************** encountered with her HP.com order. HP transferred Ms. ****** to the correct department so they can verify her credit card information to move on with placing an order with HP.
  
  
  Consumer Response /* (3000, 7, 2022/11/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The issue is not resolved and was not addressed. ************* HP.com Escalations Manager is deeply unprofessional and lacks the appropriate skillet needed in his position. First, Mr.***** contacted me chew smacking food and talking at the same time in my ear with a care. When I attempted to explain the events that had occurred.***** rudely interrupted to speak and chew while repeatedly stating you need customer service and I will transfer you. When attempting to speak again about transferring me to C.S. where they were unable to resolve the issue and addressing the unwarranted behavior. Again,***** cuts me off with this justification "yeah I do not know why that happen, but I am going to transfer you back over to them.". I then asked for his manager,*****'s response "I am the highest it goes". *****'s rude behavior as manager is unacceptable and HP Customer Service reps are rude because there is no leadership. Needless to while speaking to***** he just transferred me to customer service where I waited in queue for over 30 minutes. This random person whom knew nothing about why I was being transferred and mentioned to call***** back because she did not know what to do. There was no way I would have contacted someone that sitting around just to collect their paycheck, devalues customers, and brutally disrespectful.***** cares more about food and whatever broadcasting show he was watching. Instead of addressing anyone issue or concerns with a reasonable resolution.
  
  
  Business Response /* (4000, 9, 2022/11/18) */
  HP understand Ms. ******s frustrations, however she must work with HP's Sales Support Team to verify the credit cards information. Once the credit card is verified then HP can proceed with an order.
  
  
  Consumer Response /* (3000, 13, 2022/12/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  That is a false statement. Five different HP representatives verified with my ************* on conference calls that all card information provided is correct. The credit union has those calls documented. I have also documented each call time, printed out my phone records etc.. In addition to, the credit union asking HP how many times are they going to keep asking for the same information, nothing has changed since the last call 24 hours ago. The discrimination I have endured is unnecessary
  and has caused a major deal undue stress. My next step will be to file with DOJ and anyone else that will hear my story.
  
  
  Business Response /* (4000, 15, 2022/12/20) */
  Ms. ****** has verified everything with her bank and HP however when she is placing her orders the phone number being used does not match the phone number listed on her bank account. If Ms. ****** wishes to place her order with HP.com all information must match for it to go through.

  Customer Answer

  Date: 01/19/2023

  The issue was not resolved. During a three way call with HP, my ******************** Rep, and myself advised all information provided by the member ME matched exactly with what I provided HP. They still denied my purchase.

  Business Response

  Date: 08/09/2024

  Complaint #: ********** Received BBB complaint on Oct 27, 2022. Customer purchased 2 computers from HP Online Store and claimed that HP instructed ***** to return them without customer's knowledge. Customer was sent an email that they were delivered. Customer did not get much help when she contacted HP for help. Customer feels that HP is discriminating her by repeatedly questioning her funds, address etc. HP responded on Oct 31, ********************************************************* ** to verify her billing information and move forward with placing the order. Received rebuttal on Nov 15, 2022 - Customer complained about the HP.com Escalations Manager being rude and wanting to transfer her to customer support. ******** was denied a manager when requested. Customer also complained that the Escalations Manager was chewing food while speaking to her.HP responded on Nov 18, 2022 that customer must work with the HP's Sales Support Team to verify her credit card information post which the order would be placed. Complaint #: ********** Received rebuttal on Dec 16, 2022. Customer claimed that HP's response was false. Customer stated that she spoke to 5 different HP representatives and had conference calls with ************* to verify her credit card information. HP responded on Dec 20, 2022 that customer had verified credit card information with HP and her bank but when placing the order was using the phone number that did not match the one on the credit card. Complaint #: ********** Received rebuttal on Jan 30, 2023. ******** claimed that HP denied her purchase even after all information was verified on a 3 way call between her, HP and *************. HP responded on Feb 9, 2023 that it's representative had sent several emails to the customer but had not receive any response. HP team assisted the customer with placing the order with another payment method but no response to the BBB rebuttal documented in the complaint notes.

  
  

• Initial Complaint

  Date:10/23/2022

  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.

  A complete clown show! For starters, within the last 30 days I have had the same problem (i.e. audio issues within a third party application) reoccur without cause and/or merit. The audio within Microsoft PowerPoint doesnt work! I bought my HP Laptop earlier this year and have had it for less than 12 months and yet within the past 30 days I have interacted with almost 10 IT agents (i.e. online and via phone). Just today, I spent over an hour talking to 4 different agents and had to spend $49.99 just to receive help even though my computer is still within the 1 year manufacturers warranty. The phone agent I spoke whose name was****** blatantly ignored my frustration and after 35 minutes of begging/and pleading she finally logged into my computer remotely and then played 1 Youtube video and asked if I could "hear the sound". I finally took control over the computer and showed her the issue that I called in about which was audio issues in PowerPoint. I explained that I contacted HP, Microsoft, and my school to no avail and she simply did nothing and insisted that she transfer me to another team. After being transferred, the agent I spoke with had no options to offer and instead told me that I needed to pay $49.99 upfront to speak to an actual technician and insisted that he had done everything within his power, which isn't true since he could have waived the upfront activation fee!? After being transferred a third time, I spoke with an actual technician who then offered to soft reset my computer and advised that I would need to call back and speak with someone from his team to have Microsoft Office fully reinstalled. So, in one day I have will now have spoken to 6 people for one issue! HP has got to do better! I then had a supervisor call me back about the first agent that I interacted with online via HP support chat. The supervisor did nothing at all but apologize. I now have to call back and speak with agent# 7 to reinstall Microsoft Office. I am exhausted with HP!
  

  Business Response

  Date: 12/01/2022

  Business Response /* (1000, 5, 2022/11/09) */
  HP apologizes for the issues ***************** encountered with her HP 14 inch Laptop PC 14-d4000 (s/n **********). HP provided ********** with Microsoft's support phone number for help with her application. HP also cancelled and refunded the Smart Friends Subscription.

• Initial Complaint

  Date:10/22/2022

  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 purchased a printer from HP and signed up for an offer of 6 months free of instant ink. I canceled the service yet HP continued to bill me. They continued to try to collect payment for canceled service. They have now suspended printing services on the printer that I own and after numerous calls speaking with various levels within the company including corporate, they closed the case without further contact. I presently have a printer that I own that is useless.
  

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/10/28) */
  HP Incorporated apologizes for the issues ******************* encountered with her Instant Ink account. *********** utilized her Instant Ink cartridges until 10/14/22. Currently the account is in suspended mode due to non-payment. If *********** wishes to use her printer, she may take out the Instant Ink cartridges and insert regular store-bought ink. HP will not be waiving any fees or providing refunds since the account was utilized.

• Initial Complaint

  Date:10/21/2022

  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 CONTACTED YOUR COMPANY TO PURCHASE 2 CARTRIDGES FOR MY 5055 PRINTER. ONE IS BLACK AND THE OTHER MULTI COLOR. THIS SALES WOMAN FROM OVERSEAS WAS TRYING TO OVERCHARGE ME AND I AM ARGUING WITH HER THAT I WAS NOT GOING TO PAY FOR IT. THEN WHE NARROWED IT DOWN TO $35.28 AND ENDED UP CHARGING ME $39.29. IN OTHER WORDS, SHE RIPPED ME OFF! THIS HAPPENS EVERY TIME I PLACE THE ORDER FOR THE INK CARTRIDGES. IT SHOULD BE A SET FEE, WITHOUT OVER CHARGING ME.
  
  ANYWAY, YOU HAVE PROBLEMS WITH YOUR CONNECTION, AS IT HAS NOTHING BUT STATIC. I CONTACT CENTURY LINK AND IT HAPPENS ON THEIR PHONE. THAT PHONE SYSTEM OVERSEAS NEEDS TO BE CORRECTED.
  
  HP ORDER NUMBER IS ....*************.THANKS.
  

  Business Response

  Date: 11/18/2022

  Business Response /* (1000, 5, 2022/10/31) */
  HP Incorporated apologizes for the issues ***************** encountered with her ****** order. HP processed a return and released the refund due to miss quoted price.

• Initial Complaint

  Date:10/21/2022

  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.

  I have been trying for the last few days to obtain warranty support for my HP ************************************************************* product number *******.
  Dealing with chat has been highly unproductive; I either get cut off or an error page shows up to try again later.
  I finally called into phone support where a young man named "****" said he would help me.
  He told me that I had tried chat out of hours and therefore it did not work; but this makes no sense because he said chat ends at 8 PM central time on the weekends but I had actually tried it about 4 PM which is well with business hours for HP.
  I advised him of the issues I had with my laptop:
  1) It is overheating, which causes the fan to turn on full blast even with only a single webpage open and nothing else running. Occasionally this will cause the computer to slow to a crawl although it is the most powerful version I've bought. Occasionally it will just shut down, probably due to overheating.
  2) There is occasional audio crackling at higher volumes, including with the headphones plugged in, so I think there may be an issue with the sound chip.
  3) The WIFI will randomly drop, and then I have to manually click to get it re-activated. None of my much cheaper laptops have this problem.
  Instead of setting me up with a prepaid shipping label and return box, as I have more than 2 months left on the original 12 month warranty, **** kept on trying to push me to purchase a 3-year carepack. He insisted that none of the issues mentioned above were warranty issues, and that I must purchase the carepack and then and only would my issues be addressed.
  
  I spoke with him a little longer and then he stated that it now did indeed to seem to be a warranty issue, but because it was now after 8 PM, he could no longer help me, and for me to call again in the morning when the tech support and warranty team were at work during normal business hours.
  

  Business Response

  Date: 12/08/2022

  Business Response /* (1000, 5, 2022/10/28) */
  HP Incorporated apologizes for the issues Mr. **************** encountered with his
  HP ************************************************** Model (s/n **********). Mr. **** received his box to ship his unit into HP on 10/27/22. If Mr. **** has any questions about the repair he may contact HP Support and reference his repair order number ************.
  
  
  Consumer Response /* (3000, 7, 2022/11/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  HP needs to work on their customer service. I will keep this complaint open until the overheating issue the audio issue and the Wi-Fi issue are all solved thank you.
  
  
  Business Response /* (4000, 9, 2022/11/07) */
  HP repaired Mr. ****'s unit and it has been shipped back under tracking # ************ with an ETA shown as 11/07/22. If Mr. **** has any issues with the unit once he receives it he may contact HP support ***************************

• Initial Complaint

  Date:10/20/2022

  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.

  I purchased a HP PAVIILION DESKTOP TP01-2xxx in April of this year. Since my purchase, I've experience loss of internet / network connections continuously everyday. I've reported this and talked to tech support on multiple occasions (3-4 times) and they have not attempted to replace the PC or any parts that may be causing this issue. It is very frustrating and annoying to have loss of connection when you're trying to get your work done. I should not have to sit on the phone and lose time on the phone for 2 hours for the problem to continue to exist. This product should have been replaced by now, considering the cost of it and it still remaining under warranty.
  

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/10/28) */
  HP Incorporated apologizes for the issues ***************** encountered with his HP Pavilion Desktop PC TP01-2000i (s/n **********). HP's technical support was unable to fix the issues*********** is encountering over the phone. HP offered to have*********** send his unit into HP's repair facility to be further evaluated and repaired if necessary. However,*********** declined the offer and ended his call with his Case Manager. If*********** wishes to have HP set-up that repair, he may contact his Case Manager to do so.

• Initial Complaint

  Date:10/20/2022

  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.

  About a year ago I purchased a printer from *****, which is the model HP *****. I was contacted by HP to subscribe to their ink cartridge subscription. This past Sept, 2022 I decided I wasn't using the printer enough, besides the initial cartridges that came with the printer, I only needed 1 set. So I unsubscribed from the program. Two weeks ago I needed to print a label, and I received warnings that I was using an invalid HP cartridges. So I could not print anything. I called HP, and was told after numerous calls that my printer wouldn't work unless I re-subscribed to their program. They wanted a CC over the phone, and I was told my printer would work again. I OWN this printer, and I feel this is blackmail. They are basically holding my printer hostage. The last CS agent I spoke with agreed to my complaint, but could do nothing to resolve this. One of their employees calls me, I'm at work, unable to take call, I feel its harassment to buy into their ink subscription program.
  

  Business Response

  Date: 12/06/2022

  Business Response /* (1000, 5, 2022/10/31) */
  HP Incorporated apologizes for the issues Ms. ****************** encountered with her Instant Ink account. The following email was sent:
  
  IMPORTANT: Please do not reply to this email. Replies to this message are not monitored.
  
  Dear*********,
  
  This is ****, your Instant Ink Case Manager.
  
  Thank you for your email reply, I have canceled todays callback.
  
  From reviewing your account, I can see that your printer was enrolled into the Instant Ink program on November 12, 2021.
  The welcome kit (initial full set of Instant Ink subscription cartridges) was sent to you when the printer was enrolled.
  Instant Ink cartridges are double XL size. This welcome kit was put into the printer on February 23, 2022.
  The first 7 billing cycles were no charge.
  The account was only charged for 3 billing cycles totaling $17.12 tax included.
  When you canceled the account online, through the cancelation process you were informed of the final bill and that the Instant Ink subscription cartridges would stop working once the printer was no longer enrolled. There was also an email sent with this information as well
  The final billing cycle ended on September 11th, 2021.
  I am sorry that feel we are locking down your printer, however, it is only the Instant Ink subscription cartridges that are not working as the printer is no longer enrolled.
  Purchased ink will work in your printer as designed.
  
  All of the months that have billed out show printing except the billing cycle ending 08/11.
  I have refunded the final billing cycle ending 09/11.
  Total amount returned to your payment method is $4.28 including tax. Please allow 3-5 business days for this refund to reflect on you payment methods statement.
  
  There is no further compensation, that I can apply, I am therefore closing this case.
  
  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
  
  
  Consumer Response /* (3000, 7, 2022/11/07) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The cartridges that are currently in my printer are fine, they would still work, have enough ink to print. It's HP that expects me to spend money on cartridges I don't need. If I go to a different source such as************* and spend $45.00 for cartridges I do not currently need, I'm very concerned my printer will still not work. All the past calls to HP went in vain. All they kept doing was telling me I could rejoin their subscription service and my printer would work. This response from them I don't believe after all the ridiculous conversations I've had. And I explain that they keep calling me not at a convenient time. I'm at work, in meetings, etc. My home printer is useless. It's blackmail, unless I renew my subscription. Others I have spoken with agree with my viewpoint.
  
  
  Business Response /* (4000, 9, 2022/11/16) */
  Ms.********** was informed that once the account was cancelled that those cartridges would stop working. If Ms. ********* wishes to continue to use her printer she may insert regular HP Ink cartridges.