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

  110 13575 Commerce Pkwy Richmond, BC V6V 2L1

• 

  Hewlett Packard

  150 13571 Commerce Pkwy Richmond, BC V6V 2R2

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:10/06/2022

  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 purchased a HP DeskJet product on sale with an extended warranty. I was forced to sign up for the InstaInk Program to print from my tablet device. After two months of service, my printer stopped working. It's been over 6 months trying to get a return label for my original box to refund the product. Their operations are deplorable. Call centers with no access to helping warranty customers gives call centers reflects on any recommendations despite polite customer service.
  

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/10/18) */
  HP Incorporated apologizes for the issues Ms. ************ encountered with her
  HP DeskJet *****************************************. An HP Case Manager was unsuccessful in reaching Ms. ******** to discuss her complaint. If Ms. ******** still requires assistance she may contact her Case Manager at the phone number provided within the emails that were sent.

• Initial Complaint

  Date:10/06/2022

  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.

  Since day 1 of having my printer i have not been able to print. I have spent months and countless hours on the phone with customer service just to get no where! I'm completely frustrated and feel cheated as i purchased a product that does not work and HP refuses to take any accountability or any steps to fix my issue. I cannot keep spending several hours on the phone for them to give me the run around and keep me in the loop of "do this and it will fix the issue" yet nothing ever gets fixed. I have been promised several times that a supervisor would reach out to me and no one ever does!! I cant believe that i have to file a BBB just to be able to print a page!! They have been charging my account for the HP smart printing, yet i cant print ANYTHING! Then i was just told today that if i dont pay HP every month that i cant use the printer. This was not disclosed when i purchased the product and i will be contacting the FTC as well to report this unethical and illegal practice. All i want to do is print my documents and its so unbelievable that i have spent several hours on several different calls just to still not be able to print. Every time we go through a trouble shooting step and they see the problem is on their end, they come back and say there is a different "problem" that is the issue. I just spent over an hour speaking with agent ***** located in the Philippines and he refused to give me the name or connect me with a supervisor. i really appreciate any help the BBB can provide because what they are doing is or should be considered illegal!!! i have several recorded phone calls with the agents proving what im saying but the system will not allow me to upload- please let me know how i cant get this proof over to you. Thanks!
  

  Business Response

  Date: 10/28/2022

  Business Response /* (1000, 5, 2022/10/11) */
  HP Incorporated apologizes for the issues Mr.************* encountered with his Instant Ink account. HP applied one free month and submitted a refund for $6.39. If Mr********* requires any further assistance he may contact HP's Instant Ink department.

• Initial Complaint

  Date:10/06/2022

  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 purchased an HP laptop from Amazon. I believed the HP warranty would be in full effect. When I got the laptop it would not connect to the Internet and had no BlueTooth capacity. I asked for a replacement and Amazon said HP was responsible. HP said they could not send me a working laptop but they would work remotely to fix the one I had purchased. After several technical support call where my issue was not resolved I reached back out to Amazon to return the laptop and get a refund. They offered to take the laptop back with a $600.00 restocking fee and again refused to replace it as defective because get this, it will turn on. Apparently, that is all anyone needs from a laptop a big flashlight of white to beam at you. HP agreed with me that the Realtek adapter meant to connect the laptop to the Internet using bluetooth wifi technology does not work. They promised me if I sent the laptop they would replace the chip and return it to me which would make it refurbished not new but I agreed and did my part. Once they got the laptop they said the vendor had upgraded the ram from 4g to 16g and so they could not fix my laptop. Four calls later the customer service supervisor told me to call Amazon and he would work it out. In the process of adding him to the call he hung up leaving me alone with Amazon who now says I have had to laptop to long to get help from them but they will ask the third party vendor who says he is not responsible for the bad HP Chip.
  
  Please help. I paid for a working laptop. This is all I want.
  
  Customer service order number: ****************************************************************************************************
  
  Service Status:: Accidental Damage (Damage picture attached if applicable)
  
  Reason:: Accidental Damage
  
  Price: $405.93 (includes taxes).g
  

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 8, 2022/10/24) */
  HP Incorporated apologizes for the issues ***************** encountered with her
  HP Laptop PC 17-by4000 (s/n **********). Unfortunately, the unit was received by HP with a non-HP part. To proceed with the repair HP must replace the part with an HP part which would be at a cost. ********** declined to have the unit repaired and requested it be shipped back. HP sent the laptop back under tracking # ************ which was delivered 10/15/22 unrepaired.

• Initial Complaint

  Date:10/05/2022

  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.

  Date of Transaction: August 8/8/2020
  Amount Paid for HP: $849 (does not include tax)
  Date of new purchase as a result of damaged HP laptop for new Dell: $1K+ and software
  
  During Covid-19, my Dell laptop, which I owned for approximately 10 years crashed. On
  August 8, 2020, I visited Best Buy hoping to purchase another Dell. As I'm sure you were aware, most businesses were experiencing inventory shortages and, Best Buy wasn't any different. Given the urgency for a replacement, I subsequently and hesitantly purchased the HP Envy x360 for a total of $849.
  
  Repair was going to cost me $1,000 through Geek Squad, My only alternative, as a consultant, was to purchase a new one, selecting the Dell Insp 16 for $1,049 (receipt enclosed - excludes tax). Since the Microsoft (Windows 11) software would not transfer to my new laptop, I had to purchase a Microsoft software package for $49.
  
  Also researched laptops and attached three articles indicating a laptop's shelf life should span between three to five years - in one article HP is mentioned specifically. I hope you understand how disheartening the performance of this model has been especially since it only lasted two years. Given the HP name, I would anticipate a much better product.
  
  Apparently, HP doesn't believe in or live up to their mission statement: ..."We earn customer respect and loyalty by consistently providing the highest quality and value"...
  
  My resolution: I respectfully requested reimbursement: of the $849, reimburse me $637 plus the cost of the Microsoft Windows software ($49).
  

  Business Response

  Date: 12/15/2022

  Business Response /* (1000, 5, 2022/10/13) */
  HP Incorporated apologizes for the issues Ms. Pamela Fletcher encountered with her HP ENVY x360 Laptop - 15m-ed0013dx (s/n***********). Due to the unit being roughly 383+ days out of warranty HP has offered a free repair. ************* has declined that option and only wants a full refund. Unfortunately, HP cannot provide any refunds on the out of warranty product. If************* would like HP to have the free repair set-up, she may contact her Case Manager to start the process.
  
  
  Consumer Response /* (3000, 7, 2022/10/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Their statement is incorrect. I did not seek a full refund. Based on research, which HP's product was actually listed, the shelf life of a HP laptop is 3-5 years. My request was for reimbursement less the time I was able to utilize the product ($697 + $49 for the software). I find it highly unprofessional for HP to promote a mission statement and not live up to it...and I quote, "we earn customer respect and loyalty by CONSISTENTLY providing the HIGHEST QUALITY AND VALUE! The caps are to emphasize what they are not living or standing by...In essence, they're manufacturing a less than quality product and not standing behind it. What a disappointment that I have to experience this after only having this laptop for two years (warranty or without warranty). My expectation is that I do not have to invest in a laptop every couple of years. I am a professional business woman and under no circumstance was this laptop ever abused. I owned a Dell for approximately 10 years prior to being forced to buy a HP because it was not my first choice. Due to COVID, that's all Best Buy had available and since I'm a consultant, I needed to make this purchase. If HP truly stood behind their products, they should the right thing and honor my request. If they don't, the picture is clear, I'm not valued as a customer! ! I don't need this laptop repaired (believing it may occur again as it's poorly made) as I now own a brand new Dell that has cost me @ $1,200 including the software I had to purchase since I had installed wasn't compatible with my new Dell. If you truly stand behind your mission statement, then I would only expect you to do the honorable thing and grant my request.
  
  
  Business Response /* (4000, 9, 2022/10/26) */
  Due to the unit being out of warranty HP will only be offering the free repair. If************* wishes to have her Case Manager set that up she may reach out to him.
  
  
  Consumer Response /* (4200, 11, 2022/11/01) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not want a repaired POORLY manufactured laptop that was flawed in the first place in my possession. I don't have a need for this as I now have an extremely functional and well manufactured laptop (Dell) that I purchased to replace the broken product. HP should be embarrassed - they're deceiving consumers by providing a poorly manufactured product, unacceptable and unprofessional customer service. This doesn't bring me pleasure, plus it's taking a tremendous amount of time, having to go back and forth on their unacceptable offer. I am a 30+ year professional from corporate America and am astounded with their "so called' solution. Stop saying 383 days out of warranty...it was purchased 8/21!! A laptop according to technical reports, should last between 3-5 years!!! This one lasted just slightly over a year!!! HP needs to STOP playing games and be forthright with their consumers! I'm tired of companies like HP taking advantage of consumers like myself! You're producing poorly manufactured products and providing the worst customer service. HOW MANY OTHER CONSUMERS HAVE YOU DONE WRONG? APPARENTLY MANY SINCE YOU HAVE A HORRIBLE 'C' BBB RATING WITH THOUSANDS OF COMPLAINTS. The only solution is to reimburse me (less the one year I was able to use the laptop - that is the only call (seeking my address where to mail the a) gift card or b) a check I wish to receive from the case manager, which honestly, this needs to be escalated to higher management! What you're doing is WRONG!
  
  
  Business Response /* (4000, 13, 2022/12/08) */
  HP sent************* a $250 coupon good to use on HP.com. That coupon was emailed 11/30/22 and will expire 01/31/23.
  
  
  Consumer Response /* (2000, 15, 2022/12/14) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:10/05/2022

  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.

  On 10/04/22 I purchased one HP 564 black printer ink cartridge. After installing it the printer showed the cartridge was only half full. Printer still wouldn't print and at one point said the HP 564 cartridge wasn't authentic. On 10/05/22 I returned the cartridge to Walmart and was told they didn't take returned cartridges. I then spent several hours trying to get contact information from HP on how to get the bad cartridge replaced. HP support site said to call the phone number on the box. I have inspected the box inside and out and there is only an address and no phone number. The expiration date on the cartridge is May 2023.
  

  Business Response

  Date: 10/21/2022

  Business Response /* (1000, 5, 2022/10/18) */
  HP Incorporated apologizes for the issues ***************** encountered with his HP Ink cartridge. HP submitted the requested reimbursement for $21.30. If *********** has any questions or concerns while the check is being processed he may contact his Case Manager.
  
  
  Consumer Response /* (2000, 7, 2022/10/20) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  HP took care of my issue in a very timely manner.

• Initial Complaint

  Date:10/05/2022

  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 new laptop through Costco a 17.3 inch Hewlett-Packard. I keep getting an error regarding memory. I called the helpdesk. They cannot help me. It is under warranty. They want me to pay a service starting at $50 an hour to try to fix their computer. I would like a brand new computer sent to me to exchange.
  Their case number is *********
  

  Business Response

  Date: 11/03/2022

  Business Response /* (1000, 5, 2022/10/13) */
  HP Incorporated apologizes for the issues ************* encountered with his HP 17.3 inch Laptop PC 17-c0000 (s/n **********). Currently ********* is out of town and unable to work with his Case Manager. ********* let HP know that when he is back in town, he will contact his Case Manager to perform some technical support.

• Initial Complaint

  Date:10/05/2022

  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 bought a laptop on 8/31/22. The website stated it would ship by 9/15/22 and be delivered between 9/19/22 and 9/20/22. On 9/15/22 I got an email stating delivery would be pushed back to 10/4/22. On 10/4/22 I contacted HP on their website chat and the associate implied it would be sent. I then called their customer service number for confirmation and was told my order did in fact ship and was waiting to be scanned ********* 10/5/22 I still had no notification my order was shipped so I contacted another agent over chat who said it had been shipped and to give it til 10/7/22 to get here. Not even two hours later I got an email stating my order will be pushed back on delivery to 10/28/22. So in 2 days I talked to 3 people who said it shipped when it didn't. When I asked to just cancel it, I was met with a bunch of excuses.
  

  Business Response

  Date: 10/20/2022

  Business Response /* (1000, 5, 2022/10/10) */
  HP apologizes for the issues Ms. ************* encountered with her HP**** order. Currently the order is scheduled to ship by 10/24/22. Ms. ****** has agreed to wait for her order and will contact her representative if she has any further questions.
  
  
  Consumer Response /* (2000, 7, 2022/10/19) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept HP's response because I finally received my laptop. Although I think the associates working could use more training, the representative that reached out to me handled everything and got my laptop shipped to me faster than what my order said.

• Initial Complaint

  Date:10/04/2022

  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.

  The computer I ordered (order # **********) from HP was delivered to the wrong address by ***** (tracking # ************). By the time I found out about this I bought the computer locally, as it didn't seem like the order would ever arrive and I no longer wanted this item. I notified *****, who acknowledged they mis-sent it, AND HP that the order was sent to the wrong address and gave them that address information. I told ***** AND HP they needed to now pick up the order AND return it to HP for a full refund. HP gave me a case # ****************** and said I'd hear back from them within 48 hours. NOTHING! I called HP again and was given a new case # ****************** and told I'd hear from HP within 48 Hours! NOTHING! I even emailed CEO *************. NOTHING!
  HP has done nothing in spite of their promises. They need to refund my $903.54 and take up the issue with *****.
  

  Business Response

  Date: 10/18/2022

  Business Response /* (1000, 5, 2022/10/10) */
  HP apologizes for the issues Mr. *********** encountered with his HP**** order. The following email was sent:
  
  10/07/2022
  
  **********
  
  Hello ******,
  
  I checked with our Delivery Advocates on your Lost/Stolen case for order#***********. ***** was unable to provide satisfactory proof of delivery at the correct address. I released your funds back to your account ******************** HP Shopping issues credit back to the card/ payment method used on the order within 1 business day. From there, your financial institution may take 3-5 business days to process and reflect your refund. If you do not see the credit posted to your statement, please call your issuing bank directly. Most likely the processing of the credit missed the posting or statement date.
  
  Cheers,
  
  ************
  HP********** Escalation Manager -
  Office: **************
  
  
  
  Consumer Response /* (2000, 7, 2022/10/17) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  HP finally did what they should have from the beginning rather than ghosting me! If it wasn't for the *** they would have continued to ghost me. Shame on HP for doing business this way! Thank you *** for getting the company to serve their customer. *******

• Initial Complaint

  Date:10/04/2022

  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 HP Pavillion Desktop on September 5, 2021, when my warranty expired this year, I purchase a 3 year care pack on September 12, 2022.. Hp put the start date for this coverage back to 2021 instead of 2022.I have spoken with them but I still do not understand why I am losing a year.?
  

  Business Response

  Date: 10/19/2022

  Business Response /* (1000, 5, 2022/10/11) */
  HP Incorporated apologizes for the issues Mr. Vincent Oneto encountered with his HP Pavilion Desktop PC ********** (s/n **********). HP has added the one-year onto his warranty as requested. If ********* still requires assistance he may reach out to his assigned Case Manager.
  
  
  Consumer Response /* (2000, 7, 2022/10/17) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  HP satisfied my request

• Initial Complaint

  Date:10/03/2022

  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 laptop from HP not even a year ago and it broke earlier. It is still under warranty and the break was the screen, no big deal- but they told me they cannot honor my warranty and that I would have to pay $300 plus tax just to fix my laptop's screen! Do not buy from HP! I am a gamer and this is ridiculous for them to do this to loyal customers like me, and it isn't the first time they did this to me.
  

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 5, 2022/10/06) */
  HP apologizes for the issues ****************** encountered with his HP Laptop PC 17-by4000 (s/n **********). Unfortunately, the standard warranty that *********** has on his laptop does not cover damage that was done to the screen. Any repairs to the laptop would be fee based. If *********** would like to have the fee based repair set-up he can contact HP support to place the repair order.