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

• 

  HP

  PO Box 5138 Lutherville Timonium, MD 21094-5138

• 

  Hewlett Packard

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

• 

  Hewlett Packard Company

  45 BARNWOOD CT FLORENCE, KY 41042-9110

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:10/03/2022

  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 purchased an HP laptop at the end of July. After just a few days of use it started having problems. I sent it back as it is under warranty. The company returned my laptop with scratches and dirty residue in the outside and claimed I had spilled a liquid on it so they would not honor the warranty. I knew I hadn't spilled anything on it so I took it to a different computer repair facility who completed their diagnosis stating it would have been impossible for a spilled liquid to have caused the problem. There was no staining on the white laptop in any place outside or inside. They only found a tiny spot of sticky residue under the memory chip and I would have had to physically remove the case and memory chip to put a spot of adhesive there. HP is refusing to honor the warranty. Their customer Service has been nearly impossible to work with. The $1000 laptop I purchased needs a new motherboard and HP is stating a false claim so they don't have to uphold their warranty. I would like to return the laptop because I don't want to deal with HP ever again but they should pay for the repairs if they won't refund my money. I only owned the computer for 35 days and only used it a few days before the issues began.
  

  Business Response

  Date: 10/28/2022

  Business Response /* (1000, 5, 2022/10/11) */
  HP Incorporated apologizes for the issues Ms. ************ encountered with her HP ************************************** HP set-up a free repair to have Ms. ****** ship her unit into HP. The materials to ship her unit in were received on 10/10/22. If Ms.******* has any questions or concerns about the process she may contact her Case Manager.

• 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 really am exasperated. It was August 9, 2022 when I was contacted by an official at HP about what I feared would be a necessary repair and I should have been covered under warranty. However, I went on hp.com and to my dismay, they had registered that I had purchased my laptop in 2019 and the warranty had expired! I made that known to the official, ********* and sent him the Proof of Purchase of a laptop in March 2022. He said he would see to it that the record would be corrected. However, today, October 3, 2022, I see that hp.com is still displaying the incorrect information and is saying my warranty has expired.
  
  Also, I registered some time ago for Instant Ink at HP. However, when I visited hp.com, I looked to see why I had not received ink. I checked and my payment information is up to date. I am completely without ink now, but I discovered that getting through to some human being at HP is not possible. I called the Escalations Department for which I have the number thanks to ********* and I was told that I would be transferred to the department that could help me. Famous last words! I was held on the line for an interminable period of time listening to awful music and after more than 15 minutes had elapsed, I realized that nobody was going to answer me there.
  
  I need ink for my printer YESTERDAY!!! Do customers mean nothing at HP? It certainly looks that way!!!
  

  Business Response

  Date: 10/28/2022

  Business Response /* (1000, 5, 2022/10/10) */
  HP apologizes for the issues **. ******* **** encountered with his Instant Ink account. HP placed an order to have ink sent out to **. ****. That order should be received by 10/13/22. If **. **** has any further questions or concerns he may contact the Instant Ink department.
  

• Initial Complaint

  Date:10/03/2022

  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 placed an order on hp**** on 9/22/22 for a customized laptop and protection plan for it, order #**********. I requested a cancellation of the order the following day, 9/23/22. I was told they couldn't cancel the order since it was a custom order. They refunded me for the protection plan that was part of my order, but told me I had to accept delivery of the laptop and then contact them to process a return request. I received a tracking number for the order on Sunday 10/2/22 for ***. The *** tracking says the package will be delivered on 10/5/22 before the end of the day. I was sent a follow-up email, with an update to my order, on 10/3/22 stating that they are now sending my order via ***** and listed the same tracking number I had already received. They said not to worry, they were in touch with ***** trying to get them to reroute the shipment to their warehouse so they could process my return. That was a lie, the tracking number they sent doesn't belong to *****, it is a *** tracking number. It still says that *** is delivering the package on 10/5/22. I have posted a notice on my door refusing delivery and telling *** to return to sender. I would like my full refund for the laptop processed in a timely manner. They are playing games, and have outright lied to get me to take ownership of this laptop they are trying to force on me. That is not how you conduct business as a professional corporation. I can forward you the emails from them if you need me to, I have attached a copy of one of them. Please resolve this issue in a timely manner. The last complaint I had you gave the company a deadline to respond and when they didn't you just extended the time frame for them.
  

  Business Response

  Date: 10/18/2022

  Business Response /* (1000, 5, 2022/10/10) */
  HP apologizes for the issues Ms. ************ encountered with her HP**** order. HP submitted a request to intercept the order and have it sent back to HP. Once the unit has been sent back to HP HP will release her refund.
  
  
  Consumer Response /* (2000, 8, 2022/10/17) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I was refunded for the purchase promptly once the shipment was received by them.

• 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.

  ************************** and my plan was changed to be $18.99 the beginning of 10-01-2022.
  HP has charged my account $26.55 on Sunday 10-02-22.
  This is very bad service, I want my money back and my account charged the correct amount!!!!!!!
  

  Business Response

  Date: 11/03/2022

  Business Response /* (1000, 5, 2022/10/10) */
  HP apologizes for the issues ******************* encountered with her Instant Ink account. HP canceled the account and prepaid the final month. HP also placed an order for a regular black ink cartridge which was shipped under tracking #************* with an ETA shown as 10/13/22.

• Initial Complaint

  Date:10/02/2022

  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 laser jet printer Pro M15 from Best Buy on February 19, 2022. I connected my computer to the printer by USB and for the next 6 1/2 months, the printer was working fine. Then out of the blue the power light was blinking and would not stop. I went to printers and devices and saw that the printer was not being recognized by my computer and of course no longer able to print. I spent a half day trying to get through to customer service. Finally, was able to speak to a HP rep on their chat feature. The first tech named ******* worked on my computer for the next few hours but could not fix the problem. I was given a case number and told that my case is under review and HP will call me. The following week 3 different HP reps tried to fix the problem but couldn't, despite following all their instructions and videoing every move. By that time, it was obvious that it was an internal problem. My printer is still under warranty. Upon checking on my case status, I discovered HP had closed out my case. I complained and was given a new case number and and moved up to level 3 status, whatever that means. It's been 2 1/2 weeks that my printer has been down and there is no resolution in sight. In the meantime, I'm missing printer deadlines and a lot of time and aggravation while getting the run around. I'm convinced that HP's approach to customer service is to wear the customer down. I can't be without a printer any longer so I have purchased a printer from another manufacturer. I think it's only fair that I receive a refund since HP isn't honoring the warranty. I have attached supporting documents.
  

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/10/18) */
  HP Incorporated apologizes for the issues ****************** encountered with his HP LaserJet Pro M15w Printer (s/n **********). ********** accepted a refurbished replacement unit that is currently pending shipment. **********'s Case Manager has been keeping him updated on the process and will contact him once they have a tracking number to provide.

• Initial Complaint

  Date:09/30/2022

  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 Provided Quote number ********** on 9/9/22 for a Customized HP ********************** Computer in the amount of $2,011.23 inclusive of 4yr Warranty and all tax/shipping. The quote was valid until 9/16/22. We tried calling the HP sales representative multiple times prior to the quote expiration on 9/16/22. Despite leaving multiple voice mails and then even sent multiple emails requesting a call back and never received a single call back during the entire process. Now HP says the quote is expired and wants nearly $3,600 for the exact same system. That's unacceptable as the delay in processing the order was the HP sales representative's inability to answer the phone and return phone calls before the quote expired.
  
  We request HP to honor the quoted price of $2,011.23 in quote ********** (see attached).
  

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 6, 2022/10/06) */
  HP apologizes for the issues Mr. ************ encountered with his HP**** order. HP assisted Mr. **** in placing a new order on 09/30/22 to match the price he was quoted.
  
  
  Consumer Response /* (2000, 8, 2022/10/05) */
  HP finally agreed to accept the quoted price and an order has been placed. The order is not scheduled for delivery until mid-late November but since HP has now processed an order this case can be closed.

• Initial Complaint

  Date:09/29/2022

  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.

  Reference: HP Battery HP EliteBook Folio 1040 G3 notebookBefore the final transaction I checked with HP-Battery.com if they would ship itens abroad.They confirmed so, by e-mail, "The package can be delivered to Brazil, looking forward to your order!"With the shipping confirmation, I proceeded with the battery purchase.I purchased a HP battery in january 27th 2022. The dollar amount USD98,73 was charged in my credit card bill in february. After that, I NEVER received any information regarding any the shipment.Order details:Trade Id:****************************************************4 Order date: 2022-01-27 20:10:35Amount: 95.12 USD I have sent 10 e-mails to ********************** with no answer so far.
  

  Business Response

  Date: 10/21/2022

  Business Response /* (1000, 5, 2022/10/04) */
  HP apologizes for the issues ***************** encountered with his battery order. Since ********** is located outside of the United States his complaint was sent to the correct region to be contacted.

• Initial Complaint

  Date:09/29/2022

  Type:Service or Repair 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 ordered a hp l*********************** says it came with ***************. I ordered it *************** False advertising from ******* hp. They said ******************* as well as looking the model up on hps main website say's ***************. It came with ********** on it. I don't like **********. To confusing. Start menu to frustrating to use. *********** Keeps freezing up. It's the worst os ever made. It makes ***** look good. I know support will end for ********** sometime around 2025. I would like to have hp make a factory oem usb drive with all the factory recovery media came with the laptop just on **********. And I could keep on ********** till the end of support. I'm really not happy. If they refuse to. I'll just delete everything and just have a blank ********** clean install. Other is could deal with change settings******* I can not. Perfer all the factory software though.
  

  Business Response

  Date: 10/13/2022

  Business Response /* (1000, 7, 2022/10/11) */
  HP Incorporated apologizes for the issues Mr. *********** encountered with his HP ****************************************** An HP Case Manager sent out the requested recovery media to Mr.******* at no charge. Should Mr.******* require further assistance once it is received he may contact HP Support and reference his case number.
  
  
  Consumer Response /* (2000, 9, 2022/10/11) */
  Update **** sent out the ********** factory restore media to me . I called him to ask was not showing up in the system. As of this second it did finally show up. The issue must been on ****** end. This is been resolved. I will let you know any problems arise but looks like this is fully resolved.

• Initial Complaint

  Date:09/28/2022

  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.

  Order Number: **********
  Return Number: **********
  
  I bought two monitors Sept. 22nd, tried to cancel my order and sent email to cancel. No response was given until 6 hours later, trying to convince me to keep my order. Once received items, I promptly completed the return and sent back. I was never told there would be a 15% restocking fee on an order that I was trying to cancel within hours of my online purchase. I want my money back, this is ridiculous.
  

  Business Response

  Date: 10/07/2022

  Business Response /* (1000, 5, 2022/09/30) */
  HP apologizes for the issues ***************** encountered with his HP.com order. HP submitted a refund request for $37 re-stocking fee.
  
  
  Consumer Response /* (2000, 7, 2022/10/06) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  They refunded full amount.

• Initial Complaint

  Date:09/28/2022

  Type:Billing 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 personal printer that does not print from the iPhone as advertised. It is an Air Printer. If they can't make it work then I want my money back. $267.68 plus $53.74 which renews yearly. I am unable to get the support I paid for. Their website is a hoax, you can sign n but that is all. You are unable to actually do anything else, since the thing loops around to the "home page".
  

  Business Response

  Date: 11/16/2022

  Business Response /* (1000, 5, 2022/10/05) */
  HP apologizes for the issues ****************** encountered with his HP Printer. HP sent ********** several emails attempting to get more information on the product. To date there has been no response. If ********** still requires assistance from HP he may respond to the email sent with the requested information.
  
  
  Consumer Response /* (3000, 7, 2022/10/11) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They have received the information via email and have failed to respond to me. They also said I need to "*Case number (if you contacted HP)" That's the problem, you can't contact them. You can't sign on to the website. to give them information.
  
  
  Business Response /* (4000, 9, 2022/10/24) */
  Unfortunately, HP did not receive any responses from ********** as he states in the rebuttal. The Executive Office sent two more emails to attempt to get the information needed. As of today 10/24/22, there has been no response. If ********** still requires assistance, he may submit the information either through the BBB or respond to the emails sent.