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

  110 13575 Commerce Pkwy Richmond, BC V6V 2L1

• 

  Hewlett Packard Company

  45 BARNWOOD CT FLORENCE, KY 41042-9110

• 

  Hewlett Packard Company

  4680 Parkway Drive Suite 100 Mason, OH 45040-9363

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:11/15/2022

  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.

  Have purchased several HP Cartridges for my ****************** and my ******************, only to have them expire and to become unusable due to the fact that I did not know when I bought in bulk that this would happen. These cartridges cost as much as or more than the printers and information regarding expiration due to the chipping should be clearly advertised in commercials, in news on billboards buses and benches. I've recently learned that thousands of people who have bought these printers feel the same way and are going to change from this product to those less costly and problematic. HP owes me at least two sets of HP ********************** cartridges which I had to dispose of and turn to generic brands to try and compensate some of my cost. Tampering with personal property purchased by a consumer regardless how it's done, should be a crime. Hopefully, to show good faith, character, and professionalism, they will at least send me some workable cartridges. **************************************************************************** Not being able to use my printer, even with my originals, and being interrupted while working on a highly important project, has made me very angry, I no longer have the receipts since I bought them a while ago.
  

  Business Response

  Date: 12/22/2022

  Business Response /* (1000, 5, 2022/12/01) */
  HP apologizes for the issues *********************** encountered with her HP *********************************************************** HP Sent ***************** a full set of ink cartridges which were delivered on 11/30/22. If after inserting those cartridges ***************** still encounters any issues she may reach out to her assigned case Manager.

• Initial Complaint

  Date:11/15/2022

  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.

  I purchased an hp chromebook **********************************
  It arrived and would only work in guest mode. Hp said to send it in for repair.
  I sent it with the charger and when it was returned the charger was not returned with it.
  Now I don't have a charger for it.
  

  Business Response

  Date: 12/01/2022

  Business Response /* (1000, 5, 2022/11/22) */
  HP apologizes for the issues Ms. Alicia******* encountered with her repair by HP. HP shipped out the charger separately under tracking # ************ with a delivery shown as 11/17/22. If Ms.******* has any other questions or concerns she may contact HP Support.
  
  
  Consumer Response /* (2000, 7, 2022/11/30) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thank you for returning the charger.

• Initial Complaint

  Date:11/15/2022

  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.

  I bought an hp**** from******* during the pandemic. I have had problems with the battery not chargin right and the printer randomly shutting off. I tried calling hp and maybe they were short staffed during the pandemic but i had a very hard time getting a person to speak with. I did not want to create an account to file a warranty complaint. they had my name, phone, and email. when i finally got someone they continually transferred me back in the cue to someone**************************** so i gave up trying. I ended up buying another battery for over $100. I wouldnt have had to if they would have sent one when it was under warranty. i dont have the receipt for the battery but can provide it if needed
  

  Business Response

  Date: 12/16/2022

  Business Response /* (1000, 5, 2022/11/28) */
  HP apologizes for the issues Mr. ************* encountered with his HP******************************** Printer (s/n***********). HP offered to reimburse Mr. ***** for the replacement battery he purchased or send out another battery as a back up should he need one. Mr. ***** opted for an additional battery. HP placed that order on 11/23/22. Once a tracking number is available it will be provided to him. Should Mr. ***** require any additional assistance he can contact his Case Manager.

• Initial Complaint

  Date:11/15/2022

  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.

  March 7, 2022
  I bought a printer from HP for $160 and now it doesn't work. I've only used it a few times and now it cannot connect to my PC. I called IT and they told me I must contact my ISP to have them change my internet in order to get this to function. I declined because I did not want to mess with my internet. They then offered me a refund on 11/15 but only for $50. This is an insult because I am being punished for their poor engineering.
  

  Business Response

  Date: 11/30/2022

  Business Response /* (1000, 5, 2022/11/22) */
  HP apologizes for the issues Mr. ********* encountered with his
  HP ********************* Printer (s/n **********). HP technical support assisted Mr. ***** with getting is printer up and running. Due to the inconveniences Mr. ***** faced with his printer HP sent out a full set of ink cartridges which were delivered 11/18/22 under tracking numbers ************ and ************. If Mr. ***** needs any further assistance he may reach out to his Case Manager.
  
  
  Consumer Response /* (2000, 7, 2022/11/28) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Printer has been fixed

• Initial Complaint

  Date:11/15/2022

  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.

  The printer division of HP Inc. sent out a firmware update on October 27, 2022 (version ********). Since then, numerous people, myself included having clicked on the update found that it corrupted the operating system on our printers and made them inoperable. I contacted tech support twice and allowed them access to my computer so they could attempt to reload the firmware update onto my printer and were unsuccessful both times, Case ID#**********. I was told by the second tech that my warranty is up and then they offered to help me buy another HP printer. No joke. I contacted HP on ******* several times and ended up talking to a different person every time. Finally someone asked for photos of the printer during update process. This included every step and what the printer display said along the way. So I sent the photos and have yet to heard back from them. The printer in question is an **********, Serial number **********, Product #******** HP has made zero attempt at correcting this and the firmware version is still available for download on their site. Here is a link to the HP forum with numerous other people wondering how to fix their now inoperable printers.
  **********************************************************************************************************
  
  What is interesting is that the update has affected different printers in different ways, but in the end many just say RESEND UPGRADE on the display and will not update when the firmware is sent to the printer again. So my 4 year old $465 HP************** printer broke from me performing their own recommended update. I didn't even go looking for the update, the HP software on my computer just recommended it so I clicked on it. Included are images of me performing the firmware upgrade, it goes through the entire process and then finishes with the same "RESEND UPGRADE" message.
  

  Business Response

  Date: 12/05/2022

  Business Response /* (1000, 5, 2022/12/05) */
  HP Incorporated apologizes for the issues **. ************** encountered with his
  HP *********************************************** An HP Case Manager is awaiting a response from HP's Technical Support to confirm how to proceed with **. ********* issue with the firmware. If **. ******* has any questions or concerns, he may contact his Case Manager.
  
  
  Consumer Response /* (3000, 7, 2022/12/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  At this time, HP's response is that they are working on it, so I do not accept this as a resolved issue. I would like to continue to keep this complaint open pending their further action.
  
  
  Business Response /* (4000, 9, 2022/12/20) */
  **. ******* was sent the following email. He may respond if he is willing to wait for the new update.
  
  Hello Sir,
  
  I wanted to reach out as I have spoke with my team technician and he infomed me of the information below.
  "This is a printer firmware issue and I am waiting for the new firmware to be released maybe sometime this month. If the customer is willing to wait for the new firmware, resubmit the tech request. The customer needs a USB flash drive that's less than 32GB in capacity to perform manual firmware installation."
  
  If you are confortable with this solution I can resubmit and he can give you a call. Please let me know at your earliest convenience and I look forward to hearing from you.
  
  ******
  Escalations Case Manager
  CS Escalations
  Desk: ************************
  HP *********************
  
  
  Consumer Response /* (4200, 16, 2023/01/04) */
  I was on vacation and could not advise a response. HP still hasn't provided an adequate replacement or fix for this problem, in the original complaint I included a link to all the other people experiencing the same issues. People continue to make complaints on deaf ears with HP and the company has not fixed it. They originally offered me a $75 on-line HP store credit, of course that's not enough to buy even their most entry level printer let alone replace a LaserJet like they ruined. If they would reconsider with something a little more modest like a $200 credit, something I can actually work with I'll consider this resolved.
  Here is the link of all the other folks dealing with this.**********************************************************************************************************************
  
  Business Response /* (4000, 18, 2023/02/01) */
  HP provided **. ******* with a replacement HP Color LaserJet Pro MFP M182nw which was delivered 01/19/23 under tracking # ************.
  
  
  Consumer Response /* (2000, 20, 2023/02/01) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  HP and myself have come to a mutual agreement on how to resolve this issue. All in all this took some time and back and forth mainly because I believe they were hoping their software folks would be able to come up with an update. I don't know if they ever did, its been my experience in many cases that once a firmware install fails there is little chance of a recovery. I was patient and they ultimately did the right thing and sent me a replacement. My opinion of HP has been restored and the case manager that I dealt with did an amazing job.

• Initial Complaint

  Date:11/14/2022

  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 Customer support was rude, kept giving me wrong info and telling me to contact my ISP even though the issue was not with my ISP.
  

  Business Response

  Date: 12/19/2022

  Business Response /* (1000, 5, 2022/11/30) */
  HP apologizes for the issues Mr. ************** encountered with his HP*************************************************** Mr. ******* was sent the following email which there has been no response. If Mr. ******* would like further assistance he may contact his Case Manager.
  
  Hello ******,
  
  Good day! This is ****, your case manager from HP Inc. in the********** Consumer Escalations department. Moving forward, I will be your point of contact until we get this concern resolved.
  
  If you have questions, kindly reply to this email.
  Note: To ensure I receive all emails, please do not change the information in the subject line.
  You may call me at **************************** In the event that I am not available, you may also ask for assistance from a different case manager.
  My office hours are 11 AM to 8 PM EDT, Monday - Friday.
  
  Thank you,
  ****
  HP Consumer Escalations
  

• Initial Complaint

  Date:11/14/2022

  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 printing is running a scam on me!! I have called and emailed several times telling them that I don't want their service anymore. I bought a HP printer and a 3-year warranty for $349.86. This printer came with 6 months of Free Ink. I called the ************* to activate. HP started charging my bank account each month. Then I got some notification saying that they are charging me for using my own paper by the number of pages that I use. I tried to go in and cancel this subscription and i was told that it was cancelled. I also emailed HP to let them know that I don't want their service. Today, November 14, 2022, I tried to print from my printer, and I saw this message that said A problem has occurred with your HP account and that I will be unable to print until the issue is resolved. I sent an email to HP Instant Ink on September 26, 2022 saying that I want them to terminate any contract that involves getting ink and printing papers from them. I told them that they continue to charge my account even though I requested that all subscriptions be cancelled. I also told them that I was going to file a Formal Complaint with the **********************, Federal Trade Commission, and the ********** State Attorney General's Office. HP Instant Ink is holding my printer HOSTAGE and will not let me print from my end because I won't give them another credit card to bill even though I told them that I don't want their service and will not be paying to print using my own paper and I can buy my own cartridge's. This is against the law and illegal. This is Theft!!!!! I am not going to pay for the use of my printing paper and their ink cartridges when they sole the printer with the FREE INK for 6 months under false pretenses!!!!!
  
  ********************** - Customer Complaints
  2,524 complaints closed in last 3 years
  
  837 complaints closed in last 12 months
  

  Business Response

  Date: 01/13/2023

  Business Response /* (1000, 5, 2022/11/23) */
  HP apologizes for the issues Ms.************** encountered with her Instant Ink account. An HP representative attempted to reach Ms. ***** however they were unsuccessful. The following email was sent:
  Dear******** ,
  
  This is ****, your Case Manager with HP Instant Ink.
  
  I am sorry that I was unable to reach you on my callback today.
  
  I have scheduled a final callback for November 22, 2022 in between the hours of 10:00 AM and 11:00 AM Pacific Time.
  
  If I do not reach you on this callback and there have been no replies to this email, this case will be closed.
  
  If that time is inconvenient for you, or you have a better phone number to be reached at, please respond to this email a time that better fits your schedule (Soonest day being November 22, 2022) along with the best phone number to be reached at.
  
  My hours are Monday to Friday 9:00 AM - 5:00 PM Eastern Time
  
  If preferred we can resolve this issue through email instead, let me know if you prefer email correspondence. Please keep in mind that I will not receive this email response in real time.
  
  You can call in to receive sooner assistance but please understand that the only way for you to contact me is through email reply, no agent or supervisor will be able to connect you with me through our phone system.
  
  Here is a great link to check out regarding your Instant Ink account: ************************************************************
  
  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):***********
  
  
  Thank-you for choosing HP Inc.
  
  ****
  
  HP Instant Ink Case Manager
  
  
  Consumer Response /* (3000, 7, 2022/11/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Nothing has been resolved, my printer still is not printing and was printing before their instant ink was installed, it was a new printer and should be printing. HP call me on Thanksgiving, not sure why they I would be available on a holiday. They need to try harder. I was on the phone 2 hours trying to get help from them and they left me stuck in my printer not working and having to go to the library to print. I have accumulated $30 in printing fees and expect for HP to reimburse me and get my printer back printing again. Thats my resolution.
  
  
  Business Response /* (4000, 9, 2022/12/14) */
  HP has requested that Ms. ***** send in a proof of purchase so her Case Manager can look into a possible replacement unit.
  
  
  Consumer Response /* (4200, 11, 2022/12/19) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  HP has do nothing to replace my printer or release my printer. My printer has not been working for all this time. I have not even heard from HP. I am going to take them to Small Claims Court if they don't voluntarily replace my printer, cartridges and the money I have had to spend printing in other places because my printer doesn't work. They need to contact me immediately to let me know what they are doing to do. If I don't hear from them by Wednesday, December 21, 2022, I will be filing my Small Court Claim for a Full Refund and costs.

• Initial Complaint

  Date:11/13/2022

  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.

  HP Smart Friends double charged me on Nov 7, 2022. I contacted them a week prior before the charge posted on my Capital One charge card. The billing dept said they would take care of it, however, they have refused to remove the charge. They're telling me some ridiculous explanation of how I have 2 accounts. I only have 1 acct. They are not removing the double charge. Pretty lousy since I've been with them for years.
  

  Business Response

  Date: 12/07/2022

  Business Response /* (1000, 5, 2022/11/16) */
  HP apologizes for the issues *************** encountered with her HP Smart Friends Agreement. A refund request was submitted for $10.59 on 11/16/22. That refund should be reflected within 5-7 business days.

• Initial Complaint

  Date:11/12/2022

  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.

  purchased an hp desktop with full specs that cost me around 4k, from the start had over heating issues, hp was very helpful to start and replaced my pc with an upgraded graphic card because the were aware of the over heating issue, the new desktop had the same over heating issue as well causing video/audio lag and bad performance. reached out to hp again and they told me they will replace it with a newer version due to the known overheating issue and it will be the 40L or 50L case which solved the overheating issue. i specifically told hp i can't send it in for repair because i need to use it to keep working. After they approved a new one being sent, someone called me to tell me they can only repair it and not send a new one. Now i'm stuck with a pc that i can't return due to being a replacement with slightly different specs and i can't fix because i need to keep using to do work even with it's bad performance. This is really frustrating because it's stil under warranty and they can't help me anymore, i been a customer for 20 years purchasing over 200 desktops and laptops for my work and personal use and never used another company due to their great customer service. It seems the customer service is terrible now and i'm ready to move on to a new company if someone doesn't help me with this asap. All i ask is for a pc with same specs that i purchased but doesn't overheat, i'm not asking for anything extra or a refund. just send me a desktop case that doesn't cause overheating issues like my 30L and i'll be happy. if i don't hear back from anyone at hp in the next 7 days, i'm done with them and will make sure to share this frustration with all my collegues

  Business Response

  Date: 11/23/2022

  HP apologizes for the issues ******************************* encountered with his
  OMEN 30L Desktop GT13-1380z CTO (s/n 2MD2322YH8). ****************** is working with HP and an onsite technician to get his unit up and running properly. If ****************** has any questions or concerns during the process he may contact his Case Manager.

  Customer Answer

  Date: 12/09/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  i have contacted the case managers and he was helping me, sent a technician onsite to get to the root cause of the issue, identified the issue and he told ** about the issue and how to resolve it, the ** was overheating and needed a new case as suggested by the professional technician, 2 weeks later nothing has happened and ** contact me telling me they will not send a technician to do the case swap. ** emailed me and called me after to tell me they decided they will not honor the fix and they dind't believe the technician got to the root case of the issue. THIS IS A TECH THAT THEY SENT AND THEY DON'T BELIEVE THEIR OWN TECH. what a mess of a customer service. Huge fail on **'s end and this will be the last time i ever purchase an ** ** from there, unbelievably unprofessional. Over 20 years of buying over 400 **s/Laptops, i will never purchase another ** again in my life. attached is the file from the ** tech that they sent out explaining the rootcause and what needs to be done. This was ignored by ** and said that they don't believe it's the real issue after speaking to some people internally. it's clear they are trying extremely hard to avoid this repair and i want to make sure everyone knows about this because they will not honor the warranty at all. the ** warranty is a joke.
  See Attachment/File: interventionReport.pdf

  Customer Answer

  Date: 12/09/2022

  ***Document Attached***
  receipt proof of root cause of issue identified by HP tech
  See Attachment/File: interventionReport.pdf

  Business Response

  Date: 12/23/2022

  
  Due to the holiday ** has scheduled a call-back with ****************** to discuss HP's offer on 12/26/22.

  Customer Answer

  Date: 01/02/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  HP have not reached out to me in over 2 weeks about the issue. i understand it's holidays but i called them back on the 23rd right after i got a miss call and they never returned my call since or emailed me since either. continuing the terrible customer service that's been lingering now for over 3 month

  Business Response

  Date: 02/02/2023

  HP set-up a repair order to have ****************** ship his unit into HP. The materials to ship the unit back to HP were received by ****************** on 01/27/23. To date the unit has not been shipped to HP's repair facility. If ****************** has any questions or concerns about the repair he may contact his Case Manager.

  Customer Answer

  Date: 02/04/2023

   
  Complaint: 19320491
  
  I am rejecting this response because: i sent the ** back and should arrive on tuesday, i need this to be expedited quickly. There won't be a fix on this **, i believe they will need to swap cases or replace with a different model that cools the ** better to stop the overheating. This process so far has been nothing but a nighmare, let's hope they can move things quickly and repair/replace the ** as needed. I need to know what was done to the ** before it ships back so have someone call me and tell me what's the plan after it's been identified.
  
  Sincerely,
  
  ***************************