Complaints

This profile includes complaints for HP Incorporated's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  HP Incorporated

  1501 Page Mill Rd MS 1247 Palo Alto, CA 94301-1112

• 

  HP Incorporated

  950 W Maude Ave Sunnyvale, CA 94085

• 

  HP Incorporated

  303 Second St #500 San Francisco, CA 94107-3639

• 

  Hewlett Packard

  150 13571 Commerce Pkwy Richmond, BC V6V 2R2

• 

  Hewlett Packard

  420 Mountain Avenue P. O. Box 6 Murray Hill, NJ 07974

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:10/11/2022

  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 enrolled in the instant ink program. The company advertised ink savings, so I signed up. They sent me a supply of ink with a value on their website of $112.96. During my time in the program, I paid a total of $203.36. The original ink cartridges are still in my printer showing half used. I have overpaid the value of these by $90.40. I had stopped paying the program months ago, because I knew I was getting ripped off. Today *********** stayed home sick, and needed to print things **********. I was not able to print, upon contacting HP they gave me a run around and refused to activate a "microchip" that blocked me from printing. Then they tried to get me to pay them even more money! Given this company's abysmal record with the ***, they can't be trusted. I first asked to be able to print, after being run around in circles I now won't settle for anything less than being able to print on the ink I already paid for, as well as a check for $90.40 for what was over paid.
  

  Business Response

  Date: 11/07/2022

  Business Response /* (1000, 5, 2022/10/20) */
  HP Incorporated apologizes for the issues Mr. ********* encountered with his Instant Ink account. HP cancelled the subscription and sent Mr. ***** a full set of regular Ink cartridges so he can resume his normal printing.

• Initial Complaint

  Date:10/11/2022

  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 ordered a laptop from HP on 9/28/2022. The ship date was supposed to be 10/7/2022. When I checked my order status, it showed that the laptop hadn't moved from the order status to assembly. I put in a cancellation order on 10/8/2022. On 10/10/22, there was no response to my request. I called customer service and explained that because the laptop hadn't been updated or even in the process of assembly, that it wouldn't arrive in time. He stated there may be possible delays with the hardware. A few hrs later, on 10/10/2022, I recieved email from the customer service area AND the factory. The customer service email, rehashed what was discussed. The factory email stated there were delays and provided a new ship date of 10/13/2022. I called customer service again, on 10/11/2022. explained that I put in a request for cancellation as I had to buy another laptop because the one I purchased wouldn't arrive in time. She put me on hold, the call was dropped or released by HP. a few minutes later I get an email that my request for refund was denied. I called back and escalated to a supervisor. The supervisor actually tried to push a floor ready model on me so it could be shipped and returned. I refused. I again requested a cancellation, explained that there should be a refund issued as the computer isn't even in the assembly process. He stated he would put in another request as I feel I am being forced to purchase a product I no longer need as it did not meet my expectations for delivery. I also feel like there is some fraud involved here or at least, unethical business practices. I am not happy, I paid 1289.00 (on top of 900.00 for the replacement)and feel this is just a delay to obtain a restocking fee or delay refund.
  

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/10/18) */
  HP Incorporated apologizes for the issues ******************** encountered with her HP.com order. The following email was sent:
  
  10/14/2022
  
  **********
  
  Hello ******,
  
  My name is ****, and I'm assisting you with your BBB complaint for order# ********** to be refunded. I do see that your order was logged with the factory for cancellation on 10/10/2022 and your request was declined because your order shipped on 10/12/2022. Your order is traveling under FedEx tracking number: ************ and is expected to arrive on 10/20/2022. When your order arrives, email me and I will process a return for a full refund, and I will send you the refund expectations. We apologize for the inconvenience this may have caused you.
  
  
  Cheers,
  
  ***********************************************************************

• Initial Complaint

  Date:10/11/2022

  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 HP ******** Printer, Model No.****** from ******. To set up the printer I followed directions and went to WEBSITE ********** and when I put in the model number I received an error message. Immediately, to the right of my screen HP customer support popped up and asked me to type in the problem and error code. HP tech said they would like to call me to resolve this issue. **********. Relationship Manager (fake name as he had Indian accent) called at 3:55 pm central from *********** on 10/10/2022 from ************** and asked for access to my computer to analyze the problem. He showed me a page that listed all my printer drivers as 'sleeping'. He went on to say that all the smartphones, computers, and TVs I had were infected ********************* a virus from Russia. He said he was unable to fix the problem. He said the worm is a very common event which is affecting many people. He then tried to sell me a program from ******* called network security firewall for the price of $856.99 for 2 years. I started to get suspicious and shut down the conversation. I need to know if this was a support tech from HP and if not, I may have been hacked by him by having access to my computer for 43 min. Also I ordered from ****** Model No.****** and it had that on box, however I decided to look on the printer to see the model number and it was model 2700e. I wrote an email to HP corporate and have not heard back from them. I sent ****** a complaint with no response. I would like to know if this was actually an HP tech, or if HP is trying to rip off their customers with this scare tactic and purchasing this program. When I refused to purchase the product, ********** tried to use scare tactics telling me that they were 98% close to getting all my sensitive information. Now I have to worry about my credit and personal information.
  

  Business Response

  Date: 11/18/2022

  Business Response /* (1000, 5, 2022/10/18) */
  HP Incorporated apologizes for the issues Ms. *************** encountered with trying to contact HP Support. AN HP Case Manager reached out to Ms. ********* and confirmed it was not HP who contacted her and requested the information she was sent be sent over to further investigate the company/person who contacted her. If any further assistance is needed Ms. ********* may contact HP Support ***************************
  
  
  Consumer Response /* (3000, 7, 2022/10/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They of course did not take any blame. They said their IT team will look into it. You get what you pay for and then add aggravation and worry. Representative kept questioning me about details and tried to pin it on user error. Reading other customer's reviews; this has happened before. Should have been taken care of then and keep monitoring their own website. ****** was not going to post my review but I reasoned with them that their customers deserve truth.
  
  
  Business Response /* (4000, 9, 2022/11/01) */
  HP does apologize however Ms. ********* was not working with HP, she contacted a 3rd party company. HP did take down all of the information she used when she contacted the 3rd party company so that HP can investigate the claim further.

• Initial Complaint

  Date:10/10/2022

  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've purchased an expensive HP Latex printer. With it, I also purchased an extended warranty for literally thousands of dollars. I have a new printhead (831 Light Cyan/Light Magenta) which is bad and I've been trying to two weeks and many calls to talk to them about it. I keep getting transferred to the Latex Team, but I wait about 20 minutes, and then they simply hang up without saying a word. This happens every single time. I have nowhere else to turn. I've tried calls, chats, and emails. I can't get through to anyone.
  

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 5, 2022/10/20) */
  HP Incorporated apologizes for the issues *************** encountered with his HP printhead. An HP Case Manager placed an order for a new one to be sent out. That replacement shipped under tracking # ************ with an ETA shown as 10/21. If *********** requires any further assistance, he may contact his Case Manager.

• Initial Complaint

  Date:10/10/2022

  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.

  Back in May 2022 my HP ****** laptop was sent to HP for repair, order ***********, and was returned to then work okay. A difference was that the usual sign-in page wasn't used. Months later the sign-in page occurred but by then when I tried the passwords I remembered they didn't work. I guess that someone of HP changed the password. Before contacting them again I tried a password reset flash player but it wouldn't work. There is more than a week left of the product warranty but when I called HP service last week I was told they wouldn't include the problem in warranty. That I would be charged 49.99. But since the problem prevents all use of computer and probably originated from the previous servicing I believe the matter should be fixed by warranty instead of costing me anything else.
  

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 5, 2022/10/18) */
  HP Incorporated apologizes for the issues Mr. ************* encountered with his HP ************************************* Mr. ******* informed his Case Manager that the issue has been resolved. He was able to get his password change and is now able to use his computer.
  
  
  Consumer Response /* (2000, 7, 2022/10/21) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept because a link to reset my password was provided by HP or however and my access to the computer was reestablished. The particular matter is resolved.

• Initial Complaint

  Date:10/10/2022

  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 put he's a HP printer last winter for a second home. It worked fine for a while and now it cannot be installed. I never uninstalled it requested but HP deactivated account and now it is impossible to use my new printer. Various customer service people that went through the same steps and the same no solution but transferred me back in the que. I hope you call me. I now have to buy a new printer and I can't afford it!! HP refused any compromise suggested.
  HP DESKJET 2755e
  *************
  
  I need a printer or lose $$$$$ from cruise I can't retrieve mY Paperwork
  

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 5, 2022/10/25) */
  HP Incorporated apologizes for the issues Ms. Fran Ferrara 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 Ruby, 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 emails.
  
  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.
  
  Ruby
  
  HP Instant Ink Case Manager

• Initial Complaint

  Date:10/10/2022

  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 ordered a product on 9/16/22 it was supposed to ship on 9/28/22, I requested for cancelation twice when it didn't ship that day was denied both times and then a week later I requested a return to shipper 3 days before the product shipped was told 3 to 5 business days and I would receive my refund they still shipped out the product and haven't gave my refund it, there escuse is they haven't received thebproduct back at there warehouse yet, which sounds like intentional holding of momey to me it is now 10-10-22 and I still don't have my refund. This is ridiculous and would love to escalate this if possible. I have a email saying I will get my refund but they won't give me a date every time I call it's wait longer and they haven't even started the process yet even though they should have never sent the product out.
  

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/10/18) */
  HP Incorporated apologizes for the issues Mr. ************* encountered with his HP.com order. Mr. ******* was sent the following email:
  
  10/14/2022
  
  **********
  
  Hello *****,
  
  My name is***** and I have received your *** case; I can help you. On 09/29/2022, I see that you wanted to cancel your order because of the shipping delay, and it was also logged for cancellation on that day. Your order is scheduled to be delivered on 10/17/2022. You have a "return to sender" case submitted. If that case fails, I processed return# ********** and your return refund of $735.31 will be credited back to your account******************************
  
  I emailed your return label to *****************, our labels normally expire 5 days from being sent, and I extended your label to expire in 10 days from today. Please get a receipt for your records when you drop your product off with *****. Your refund will be initiated by the warehouse after they receive an inspector return. Please allow up to 10 business days for that to be completed. We apologize for the inconvenience we have caused you.
  
  ************
  HP.com Store Escalation Manager -
  Office: **************

• Initial Complaint

  Date:10/08/2022

  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.

  HP's new updated HP Smart App now requires you to create account to use your own printer/scanner. Prior to update, you were able to print/scan with your phone. Now, my products are rendered useless unless I give in to HP and create an account. Why is it required I have an account to use a product I previously purchased especially when I didn't have to have one before. What reason do they need to know I scan or print? There should not be a sign-In now or in the future.
  

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 5, 2022/10/24) */
  HP apologizes for the issues **************** encountered with her
  HP Officejet Pro 8620 e-All-in-One Printer (s/n **********). The following email was sent:
  
  Hello,
  
  My name is *****, and I am a case manager from HP inc in the Escalations department. I tried to reach you today to go over your concerns on the HP smart app if you were still needing assistance. I attempted to reach you by phone at *********** but was unable to speak with you. I will make a final consecutive attempt to reach you Monday, 10/24 around 10-10:30 am EST. If you prefer I contact you at a different time or phone number, please feel free to respond to this message to provide a better contact number to let me know the best time to reach you.
  
  If you still want to speak to someone in the HP inc escalations department, please feel free to respond to this message to provide a better contact number or time to reach you, the case will remain open for one business days. If I do not hear back, the case will be archived.
  
  Regarding your online concern - I included the link for our HP Smart App if you were having any trouble with it. I know when products evolve and changes are made it can cause frustration. We are sorry you have experienced frustrations with this feature. Let us know if there is any questions?
  
  Hp Smart: https://www.hpsmart.com/us/en
  
  - we do not track any printer details after set up
  -if you signed up for instant ink - we monitor the ink level over wifi and the app will prompt you that the levels are low, and we will replenish the ink per your subscription (optional).
  -Other wise your profile in the set up app will only be accessible to you as the user.
  
  - in the past we did not have an app to set up for printers because the technology was not where it is now.
  
  To ensure I receive all emails, please do not change the information in the subject line.
  
  You may call me at **********************************. If I am not available, please leave a voicemail and I will return your call as quickly as possible.
  
  My office hours are 7 AM to 4 PM MST, Monday - Friday.
  
  *****
  Escalations Case Manager
  CS Escalations
  **********************************************************
  

• Initial Complaint

  Date:10/08/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently purchase a new computer from HP***** I thought I would purchase the computer through HP directly to make sure I was getting a great product. I purchased a HP **************************, ID: **************. Anyway I'm extremely unhappy with the new computer. It keeps disconnecting from the internet siting network adapter and gateway issues? I have to restart the computer to reconnect-access the internet.
  
  Also I purchased an expensive printer a few years ago, ***************** and it will not connect wirelessly. I thought HP had nice products but the last two items I've purchased have had problems.
  
  I would like these two items replaced with ones that actually work!
  

  Business Response

  Date: 11/01/2022

  Business Response /* (1000, 5, 2022/10/24) */
  HP apologizes for the issues Ms. ************** encountered with her
  HP ***********************************************. Ms. ****** accepted a $850 E-Gift card to use on HP.com. That E-gift card was processed 10/21/22 and should be delivered via email with 3-5 business days.
  
  
  Consumer Response /* (2000, 7, 2022/10/31) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:10/07/2022

  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.

  HP Instant Inc. sells ink plans. They sell ink. The ink plan is based on pages printed and not ink levels. HP Instant Inc. monitors both pages used and ink levels. The pages used does not factor in the amount of ink used for each printed page. They have adjusted the amount of ink they claim I used based solely on pages printed, not ink used on the pages, and mailed additional ink cartridges and charged me for them. The practice of basing ink supplies needed by the amount of paper I use and not the amount of ink I use is clearly a scam. They are monitoring my ink levels, so they have the capability of basing plans on ink used and not paper used when they do not supply paper. The absurd reasoning that pages printed is aligned with the amount of ink used has caused me to have an abundance of ink cartridges that I will never be able to use, but I have already paid for them. If I cancel my subscription the extra cartridges they sent me will no longer work in my printer, even though I paid for them. I would not have as many extra ink cartridges if the plans were based on actual ink used. I think their plans are deceptive and a way to scam members out of paying for ink they will never be able to use. Ink that will not be used and potentially end up in a landfill. The practice is bad for members and the environment. I have several ink cartridges I will never be able to use, not just a couple.
  

  Business Response

  Date: 10/28/2022

  Business Response /* (1000, 5, 2022/10/11) */
  HP Incorporated apologizes for the issues **************** encountered with her Instant Ink account. A representative reached out and explained how the program works regarding the pages printed. If
  *********** wishes to avoid the overage charges she can log into her account and upgrade her page count.