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

  PO Box 10501 Palo Alto, CA 94304

• 

  Hewlett Packard Company

  45 BARNWOOD CT FLORENCE, KY 41042-9110

• 

  Palm, Inc.

  3423 Southpark Pl # A Grove City, OH 43123-4828

• 

  Hewlett-Packard Financial Operations

  585 South Blvd East Mail Stop 1A Pontiac, MI 48341

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:10/15/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  HP sold me a gaming computer in August, via Best Buy, that cannot be used for gaming. It is defective. The computer will shut down when I start gaming. I called to take them up on their warrantee, and they said that I needed to purchase a support subscription (which I did not have to do). I was trying to get a quick resolution, and so I purchased the support subscription. They were unable to fix the issue, and now I have a computer that is unusable, the warrantee process is so difficult that I can't get through and get my money back or my computer replaced as the warrantee promises. In addition, I tried to cancel the subscription to the support service, and they will not let me cancel my subscription. I will have to change my credit card number in order to do so.
  The actual computer issue is not a software issue, but the HP customer service representatives could not find what the issue was, so they claimed it was software. The HP service representatives claim it is not a software issue, but a hardware issue. I am stuck in computer purgatory.
  I worry that HP is scamming customers throughout the country, and that people who are less computer savvy are getting scammed in much the same way.
  Ideal resolution for me would be if HP would replace my defective unit and cancel my support subscription. I would be happy to provide the existing unit for them in return.
  

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 5, 2022/10/27) */
  HP Incorporated apologizes for the issues ****************** encountered with her
  ****** by HP Gaming Laptop 15-fa0000 (s/n **********). ************ sent her unit not HP to be evaluated and repaired. The unit was received on 10/26/22. If ************ has any questions or concerns during the evaluation/repair process she may contact her Case Manager.
  
  
  Consumer Response /* (2000, 7, 2022/11/10) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I was able to have my complaint resolved. Thank you to HP for your response.

• Initial Complaint

  Date:10/15/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The hp printer I had was malfunction and was under warranty. Therefore I contacted hp to have them replace it. After 1 month they finally shipped the replacement. When the replacement arrived, they sent me a wrong printer. I originally had a HP LaserJet Pro MFP M29w Printer. But the replacement is a M110W. They downgraded the replacement without telling me. So I had to contact them again. After all the hassle the manager contacted me saying they are investigating the case. It's been two weeks now they haven't give me anything. It's taking them 3 months to replace a defective product and it's still not replaced. I don't trust them anymore. I want my money back. I will attach my receipt
  

  Business Response

  Date: 11/18/2022

  Business Response /* (1000, 5, 2022/10/31) */
  HP Incorporated apologizes for the issues ************** encountered with her HP LaserJet Pro MFP M29w Printer (s/n **********). ****** accepted P LaserJet M140we Printer with HP+ and 6 Months Instant Ink as a replacement unit. If ****** has any further questions or concerns she may contact her Case Manager.

• Initial Complaint

  Date:10/15/2022

  Type:Delivery 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.

  Before purchasing product( a customizable laptop, but i didnt make any customizations i used the default profile) i spoke to an HP agent on the website who assured me that the product would be shipped within a few days of order and told me to buy express shipping for an additional cost. I purchased this item on Oct 1 and looking at status it hasnt even been built yet, order status has not changed in 2 weeks.
  
  After purchasing the order I noticed the status was 2 weeks instead of the few days the first agent told me, I did another support chat and the second agent told me they couldn't do anything and that the real delivery time was 2 weeks Oct 14. I asked for express shipping to be removed because obviously it wasnt going to happen( express shipping is 2-3 days), the agent agreed and then proceeded to never remove it.
  
  On Oct 14 I notice my item hasn't been built yet which means it won't be able to ship and contacted another agent who is now telling me customized computers take 3-4 weeks even though I made 0 customizations. It seems that the agents are just giving me a later delivery time every single time that I ask for god knows what reason.
  
  They also ignored the express shipping removal and are trying to block me on their website, I am now unable to view my order status or the case i made against them when I use the link provided in their order email, i get a blank page with 1 line of text saying store couldn't process, but when i go to my orders through an incognito browser there is no issue at all. Agents are trying to stop me from cancelling order maybe?
  
  Summary of chat logs: first agent says it would ship tuesday after oct1 ,second says oct 13, third at first says oct 13 when i asked on the FOURTEENTH then changes to say 3-4 weeks, then after realizing its a customized order tries to say something about "customs paperwork" despite the order not having even been built yet, why is shipping/customs the problem when the product hasn't been built?
  

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 5, 2022/10/24) */
  HP Incorporated apologizes for the issues ************ encountered with his ****** order. ********* order has shipped under tracking #***************

• Initial Complaint

  Date:10/14/2022

  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.

  #1. Purchased a care pack warranty that they did not register and for 3 weeks I have been trying to get seevice and the plan registered but they will not. I sent my email confirmation to the conpany.
  #2 I also have Envy Laptop has a bad track pad. I have video taped the issue and they say they do not have my info but they do because they repaired it already repaird the first time theybhad an issue.
  

  Business Response

  Date: 11/18/2022

  Business Response /* (1000, 5, 2022/10/24) */
  HP Incorporated apologizes for the issues Mr. ************ encountered with his HP products. Mr. ******* is working with an HP Case Manager to have several of his products repaired. If at any time Mr. ******* has questions or concerns he may direct them to his Case Manager.

• Initial Complaint

  Date:10/14/2022

  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.

  Received a defective product. Tried to get service. Told I had to pay for service. Refused. Was offered a refund. They delayed the refund for months making wild claims like they weren't receiving emails but responded every time. Finally said they said the refund they offered. Then said the refund team said it was too late. This lasted 4 months. The beginning was in June 2022 and they said the cut off was august. They delayed me until October. Their garbage products don't work unless you pay monthly for them. Then they give you the run around for months only to tell you that you're not eligible.
  

  Business Response

  Date: 12/08/2022

  Business Response /* (1000, 5, 2022/10/24) */
  HP Incorporated apologizes for the issues *************** encountered with his HP product. The Executive Office sent several emails attempting to get more information on the unit and case number regarding the refund offered. To date there has been no response. If ********** still requires assistance, he may respond to the email that was sent with the requested information.
  
  
  Consumer Response /* (3000, 7, 2022/10/31) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I responded 14 times to emails. Been in contact with multiple customer service people. I was told i was being refunded and then denied the refund back and forth over 27 times. Worst service in the history of commerce, by far. Fraudulent charges. refund my money. They have all my info, receipts, everything. This is a bold faced lie, again. It never stops with this company. They go back and forth so many times hoping you'll give up and walk away so they can continue stealing from people.
  
  
  Business Response /* (4000, 9, 2022/11/07) */
  HP does apologize however the contact information ********** provided in his *** complaint is not in HP's database. HP was unable to locate any previous interaction with **********. If ********** used a different email address or phone number, he can submit that, or he may respond to the emails that were sent with previous case/complaint numbers or the product serial number he is having issues with.

• Initial Complaint

  Date:10/14/2022

  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.

  Cancelled my insta ink and now my printer is blinking and won't print. I need my printer to work.
  

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 5, 2022/10/20) */
  HP apologizes for the issues Ms. ************** encountered with her HP printer. HP has informed Ms. ***** to purchase regular ink cartridges so she can resume her printing.
  
  
  Consumer Response /* (2000, 7, 2022/10/26) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Fixed the issue and it wasn't the ink. I had to basically reinstall through the settings.

• Initial Complaint

  Date:10/13/2022

  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 computer through Hewlett-Packard in March . The commute worked for about a month and was used about 5 times max. After each use was put back in the box and only taken out when I was advised by their agent to troubleshoot. After 2 hours of that he then tells me his computer does not work and can't help me , and would have to call back. So I did, went through the same steps with another agent . Finally I get them to send me a box to ship it out . There is a one year warranty on the product which they refuse to help me with because apparently they no longer make it . So again I was on the phone today with an agent and was told I would get a call back from a supervisor within 2 hours . That was 11 Am this morning, it is now 5 pm. I took the next step to email the CEO . Still no response , I spend my hard earned money on a product that I only bought because I was assured there was a warranty and I was protected . Now I'm being ignored and they have my product I paid for . I have no where else to turn to , I need help resolving this issue . I want my money back , this is seriously the worst experience with any company I have ever had . They should be ashamed .
  

  Business Response

  Date: 12/23/2022

  Business Response /* (1000, 6, 2022/10/20) */
  HP apologizes for the issues Ms. ************* encountered with her
  HP ************************************* According to HP's service center, this device is determined to be beyond economical repair, which means the cost of the parts needed to get the machine up and running again exceeds the cost of the unit itself. This is due to the fact that there was liquid spill damage found inside the device upon inspection.
  Due to the liquid spill damage, the unit was returned to Ms. ***** unrepaired.
  
  
  Consumer Response /* (3000, 8, 2022/10/26) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is not acceptable, the laptop was never taken out of the original package. I never received the laptop back, no one ever signed for it. I asked to see the signature . They never responded back. This company has been avoiding me . Now the laptop is lost. They should be out of business. I've been researching and there are so many complaints about this company . How awful that they take peoples money and how they treat customers . They never sent my laptop back. Is unacceptable that they are still able to sell products to people and treat them the way that they have been treating people for years . So no I do not accept this response .
  
  
  Business Response /* (4000, 10, 2022/11/04) */
  Based on the ****** tracking number the unit was delivered back to Ms. ***** on 10/17 at 12:20 pm and signed for by*******.
  
  
  Consumer Response /* (4200, 12, 2022/11/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I never received the laptop it was never signed for by anyone, I asked for proof of signature and I've been ignored by them ever since
  
  
  Business Response /* (4000, 14, 2022/12/14) */
  HP has attempted to reach Ms. ***** regarding her unit that was sent back to her on 10/17/22 however the calls were disconnected. An email was sent offering a $25 coupon good to us *** HP.com for her experiences. If Ms. ***** wishes to accept the coupon or still needs helping regarding the laptop that was sent back she may respond to her Case Manager's email.
  
  
  Consumer Response /* (4200, 16, 2022/12/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They refused to help me , and they do not know where my
  Laptop is . They offered me $25 gift card , Im out $300 , and I will never buy and HP product again. So why would I want any amount , especially such a ridiculous offer.
  
  
  Business Response /* (4000, 18, 2022/12/16) */
  ****** records show that the unit was signed for on 10/17/22 at 12:20 pm by a WWHITE under tracking # ************. If Ms. ***** did not receive her unit, then a claim must be filed with ****** for the lost/stolen unit. Since the unit shows it was signed for there is nothing that HP can do.
  
  
  Consumer Response /* (4200, 20, 2022/12/16) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  HP was not helpful from the beginning, so I'm not really surprised that once again, there is nothing they can do .

• Initial Complaint

  Date:10/13/2022

  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.

  I have been going back and forth with HP and FedEx for about 3 weeks now, over a missing package.
  I handed in my laptop to get repaired and sent back to my home so that I may continue school and work.
  HP sent me a email and tracking number about my laptop in transit to my home between, Sept 27-30. FedEx sent me a email Sept 27, that my laptop has been delivered with a PDF of proof of delivery. Deliver was set at September 27, 2022 at 10:51am. My mother and I were home the entire day and we a doorbell camera that did not indicate that anyone walked on my porch or a delivery truck driving passed my house whatsoever that entire day. I gave FedEx a call that same day, and was told to wait till the 30th to see if it'll arrive then. I still have received it at this point and looked at the email again and seen that was delivered to another location and signed by someone else with a bunch of random letters. FedEx stated that they were opening case to look for it and within a few days later they closed it and telling me that it was delivered Sept 27th at 10:51am. I had been calling costumer service and finally able to speak with someone almost and hour later and was giving a case# to give to HP. My Mother and I called HP directly after and spoke with 3 different people before speaking to a case manager. as of this week my case manager has told me to file a police report and to get a hard copy. I spoke with 2 separate officers and one gave me a DC# and the other told me to file for a lawsuit. both officers stated its not the police job unless it was stolen, and that HP has to go after FedEx for the package delivery. My case manager in my opinion has been giving me the run around and has put no effort in locating my missing laptop or replacing it.
  Please help me rectify this
  The case manager name is ********************************************************************************************************

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 5, 2022/10/24) */
  HP Incorporated apologizes for the issues ********************* encountered with her
  HP Laptop PC 15-dy2000 (s/n **********). HP has requested that ************* obtain a police report for the lost unit. Once ************* has that report she may contact her Case Manager to move forward with the complaint.

• Initial Complaint

  Date:10/12/2022

  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.

  My laptop screen stopped working and I contacted HP about it. After spending 2 hours with a tech on the phone and video issue he initiated a service ticket and also said a loaner laptop would be sent for use during the time my laptop was being serviced. I contacted HP again since the loaner did not arrive and the rep said I would be receiving a call from HP support within 24-48 hours.
  
  The loaner has not arrived and HP support has yet to call me on the matter. HP has provided terrible customer service.
  
  I have 2 HP laptops, 1 I use for work and the other my daughter uses for school. Neither of us can be without a laptop for an extended period of time since these tools a vital to perform out duties.
  

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/10/18) */
  HP Incorporated apologizes for the issues **************** encountered with his HP ENVY Laptop PC 14-eb0000 (s/n **********). HP sent the requested loaner unit under tracking # ************ which shows a delivery date of 10/18/22. If ********** has any questions or concerns regarding the loaner or the repair of his unit he may direct them to his Case Manager.
  

• Initial Complaint

  Date:10/12/2022

  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 Laptop had a screen internal issue, battery issue where it powers kf at 8% since I brought it and the mouse pad doesnt work. Contacted HP to troubleshoot and the representative stated hardware issue. Tried to send laptop back took over a week to receive the box because the technical Support team did not add my #79. Fedex had to call me to get the box. I sent the laptop back and received an email almost less the. A week it was being shipped back. Odd to me how can all the issues be resolves that fast. Still haven't received the laptop because FedEx can't delivery it without the #79. Called HP order ********** Case number ********** numerous amounts of time and spoke with a ma ager who stated it was updated. Called FedEx the next day who stated they haven't received any contact from the shipper. I keep getting emails order delayed. I called again and asked tech team what repairs were done and he sated no hardware issues detected. Horrible experiences and a waste of my money. I tried to cancel the warranty I paid for and got the run around. I even provided case number to the automatic system and the system will not take it after talking to a home representative who gave me a tracking number that doesn't work. He gave me ************.
  The picture below shows the order number from FedEx ************.
  I no longer want the laptop, I want my money back the 440.00 and the 87.00 for the warranty. They can keep the laptop, why send me back a laptop that still isn't fixed p,us it takes so long to receive because if their error.
  

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/10/18) */
  HP Incorporated apologizes for the issues ******************* encountered with her HP 17.3 inch Laptop PC 17-cp0000 IDS Base Model (s/n **********). HP shows that the unit was delivered on 10/13/22 at 3:50 pm and signed for by ********* under tracking # ************. The repairs performed where the LCD Screen was replaced as well as the SSD Base and Bezel back cover was damaged and replaced with a new one. An HP Case Manager offered a prorated buyback once the proof of purchase is provided. *********** let HP know her claim was filed before she received her unit back from HP. If *********** wishes to proceed with the prorated buyback she may provide her Case Manager with the requested information.