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

  3000 Hanover St MS1247 Palo Alto, CA 94304-1112

• 

  HP

  PO Box 5138 Lutherville Timonium, MD 21094-5138

• 

  Hewlett Packard

  110 13575 Commerce Pkwy Richmond, BC V6V 2L1

• 

  HP Incorporated

  7 Eagle Square Concord, NH 03301

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:08/05/2022

  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 was on their subscription plan for ink and I was getting to many so I cancelled. I have been trying to use it and it keep saying to call hp and I couldn't figure out why I needed to call them. I had a very important paper from my bank that needed printed. I called them and they told me since I cancelled my subscription I could no longer use those ink cartridges. I was stunned and how can they stop me from using my printer they said I couldn't use it until I bought original cartridges.
  

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 5, 2022/08/11) */
  HP Incorporated apologizes for the issues Ms. ************** encountered with her Instant IN account. A representative contacted Ms. ******* and explained how the program works with the billing, ink delivery, and why her cartridges stopped working. Ms. ******* can purchase regular non- Instant Ink cartridges and her printer will work; or she can update her billing information and re-enroll in the program to use the ink cartridges she currently has.

• Initial Complaint

  Date:08/05/2022

  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.

  I bought an HP inkjet printer from Costco a few months ago to replace my broken printer. I transferred my already existing HP Instant Ink account to this new printer which has a pre-paid balance on it of $223.11. Although the printer itself was working fine, the document feeder for the scanner kept on jamming, so much so that I had to take it back to Costco. They gave me a refund and I bought a new HP printer at Costco, called into HP on July 25th to have them transfer my HP instant ink account to this new printer that replaced the defective printer. I told them that there is $223.11 in pre-paid balance on my account and to transfer that to my new printer. The technician said he couldn't do it and that he'd have to create a case for another department to do this. He even said that HP might not transfer the balance to the new account. What? To transfer the balance that I paid into the account? That's my money! HP can't just take my money because the printer I bought is defective.
  
  To make a long story short, I called back almost every day since July 25th, trying to get someone to transfer the balance. No customer service agent was willing to do this even though they can see the money in my account. The answer was always the same: "a supervisor will call you back." It's now been 10 business days and still no one has called me back.
  
  All I want so far as a resolution is concerned, is for HP to transfer the pre-paid balance of $223.11 to my new printer. Again, this is my money that I paid into the account to pay for my ongoing subscription. Why should I lose this because the printer I bought was defective? Why should this even be an issue?
  

  Business Response

  Date: 09/08/2022

  Business Response /* (1000, 5, 2022/08/18) */
  HP Incorporated apologizes for the issues Mr.***** ********* encountered with his Instant Ink account. A representative from Instant Ink reached out however, Mr. ********* informed her that someone else was currently assisting him but requested she keep her complaint open just in case his other representative does not finish the job. If Mr. ********* would like assistance from his new assigned representative, he may reach out to her regarding moving the credits over.
  
  
  Consumer Response /* (3000, 7, 2022/08/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This is a flat out lie. I was not offered any help from the representative who called and NEVER at any time said I was being helped by someone else, so why would I reject her help? That's why I filled the complaint was because no one is willing to help me. All the lad said was, "we're working on it and someone will call you back." She never offered to help me. This really infuriates me. Still, no one has called me back or offered to help me. I am VERY unsatisfied and believe that HP is unwilling to help me because they want to keep my money.
  
  
  Business Response /* (4000, 9, 2022/09/02) */
  Mr. ********* verified with his Case Manager that the funds have transferred over and agreed to have his complaint closed. If Mr. ********* requires any assistance in the future he may reach out to the Instant Ink Department.
  
  
  Consumer Response /* (2000, 11, 2022/09/07) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I do accept their resolution but their delay in all of this is reprehensible. I can't imagine there are companies with worse customer service than HP.

• Initial Complaint

  Date:08/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  July 2022
  I have install none HP cartridge in 8020 HP printer and got message that the printer block the printer from printing because I have installed none HP cartridge
  tried to contact HP customer support and technical support, never received reply
  see no reason to be prisoner of HP and but twice to 3 times more expensive product.
  

  Business Response

  Date: 08/24/2022

  Business Response /* (1000, 5, 2022/08/11) */
  HP Incorporated apologizes for the issues************** encountered with his HP OfficeJet Pro 8025 All-in-One Printer (s/n **********). ********** Is currently out of the country and will not return until September. Once ********* returns to the States he can reach out to his assigned Case or HP support for assistance with his complaint.

• Initial Complaint

  Date:08/04/2022

  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 have a monthly subscription with HP ink program and I tried to request more ink. Somehow they sent me a new printer. I called HP and told them I was issued a new printer that I did not request. The worker told me he had no record of a printer being sent. I knew that it was a error so I never opened the printer I just kept in the box it came in. A month later HP takes $139 out of my checking account. I called and told them I didn't request this so they sends my a return shipping label in first week of June. I sent the printer back and they told me they would send my money in 7 to 10 days. That was June 27th. It is now August and I still have not received my money back. They have the printer and keep transferring me to different agents who only keep apologizing but never providing the correct solution in giving me my money back. I am looking for help and something to be done to this business for misuse of my funds.
  

  Business Response

  Date: 09/15/2022

  Business Response /* (1000, 5, 2022/08/18) */
  HP Incorporated apologizes for the issues ****************** encountered with her
  HP ENVY 6055e All-in-One Printer (s/n TH1BKCC1GY). *********** Case Manager is working on this complaint internally to get that refund processed as soon as possible. If Ms. ***** has any questions about the process she may contact her Case Manager.

• Initial Complaint

  Date:08/04/2022

  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.

  About 4 months ago I had purchased a HP 2600 all in one printer under the claim that you can print copy scan and fax from this printer as it's an all-in-one in order to do certain features you would have to download the HP smart app which I did. Had also signed up for the HP instant ink program and been paying for that as well. Every time I've tried to scan something it says feature not available I have reached out to support countless times they either disconnect the chats or they will say that I'm in the wrong department and transfer me which gets to disconnected impossible to get a hold of anybody through customer service by phone. And do not respond to my emails. In the photos I'm going to provide you can also see that now it's even more difficult because they want the printer information to get support on it and one of it being the serial number as you can see the serial number which is on the HP smart app once I enter it onto their site in order to get support for it it says it's not valid so therefore this is a fraudulent thing and I want my I want $150 for the cost of the printer and what I paid for instant ink refunded to me because this is not what I was sold by them they will not support it and they have not made any attempt to rectify the problem or provide customer service on something that I paid for and paying monthly for an additional service this is absolutely ridiculous I'm done with this
  

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/08/15) */
  HP Incorporated apologizes for the issues ****************** encountered with his printer. The Executive Office sent ************ several emails trying to get more information on the unit; to date there has been no response. If ************ still requires assistance, he may respond to the email that was sent.

• Initial Complaint

  Date:08/04/2022

  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.

  Laptop warranty not being honored as HP has the wrong purchase date on file. I have sent them all the info they asked for and now no one is getting back to me. It is now impossible to reach them via live chat, email, or by phone. Their phone hangs up on me after I have been on hold - it's infuriating. My laptop is unusable because of a problem with the display.
  Case # "HP Customer Support *********************************************************************************
  Purchase date at BJ's: 8/9/2021 (proof of purchase attached - receipt from BJ's)
  

  Business Response

  Date: 09/02/2022

  Business Response /* (1000, 5, 2022/08/16) */
  HP Incorporated apologizes for the issues *************** encountered with her HP Laptop PC 15s-fq2000 (s/n **********). An HP Case Manager set-up a repair order to have ********** send her unit into HP. ********** should receive the materials for that repair by 08/19/22. If ********** has any questions or concerns about the repair process, she may contact her Case Manager.
  
  
  Consumer Response /* (2000, 7, 2022/08/20) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  They have offered to repair the laptop at no charge in lieu of the warranty expiring. I learned that the place where I purchased the laptop (BJs!) is NOT an approved reseller, so that is why my warranty was not valid through the expected date. I said "How am I as the consumer supposed to know that - if BJs is selling your product, I assume they are an approved reseller". They had no good response. So, before you buy something, check the manufacturer web site to make sure the place where you want to buy it is "approved reseller"

• Initial Complaint

  Date:08/04/2022

  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 joined the HP "Instant Ink" program in May of 2019 to support my new printer, an 8610 laser printer; the theory is that they will monitor your home printer re: how many pages you print in a month, and charge you a monthly fee, send you ink when you need it, and ultimately, save you money. This program is deceptive for three reasons: (1) if you exceed the number of pages you have "subscribed" to, they charge you a premium for any overages, in spite of the fact that you are using your own paper, and ink that you have theoretically already paid for, by virtue of your "subscription." (2) If your payment method fails (for example, if your card expires). they remotely lock your printer, again, in spite of the fact that you HAVE paper and ink which you have, theoretically, paid for. (3) They do NOT, in fact, actually supply you ink when you need it.
  
  I signed up for this program in May of 2019, with a 300 page/month subscription at $13.99. In 2020, when Covid hit and I began working at home full-time, I increased my per-month allotment to 500 pages, at $18.99/month. Mind you, HP does NOT pay for paper; this charge is just for ink. In 3 years as a subscriber, I received only ONE black ink cartridge in 2020; when my printer ran out of black ink last week (which should never happen, per HP) I had to drive across town to print a rush job at Kinko's. Now, the ink has arrived, but the printer is still locked.
  
  I am requesting a refund of $455.76 for the last 2 years of support, as well as for the $37.66 charges I incurred to support this time-sensitive review for my client. I do not believe I needed the upgrade that resulted in the higher charge, and I certainly did not need to subscribe to a plan that would not deliver its ONE intended service.
  
  I know HP says they need these charges to support their low-cost equipment, but my printer retails for $999, and the ink cartridges retail for only $87. This program is a lie built on lies, and i hope HP is held accountable.
  

  Business Response

  Date: 11/03/2022

  Business Response /* (1000, 5, 2022/08/11) */
  HP Incorporated apologizes for the issues Ms. **************** encountered with her Instant Ink account. Unfortunately, a representative has been unable to reach************* to discuss her complaint. Email responses are n ot received on closed complaints************* may reach the Instant Ink department at the phone number provided within the email. The following email was sent:
  
  IMPORTANT: Please do not reply to this email. Replies to this message are not monitored.
  
  Dear ****************,
  
  This is Cindy, 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 email.
  
  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: https://support.hp.com/us-en/document/ish*******************
  
  
  Thank-you for choosing HP Inc.
  
  Cindy
  
  HP Instant Ink Case Manager
  
  
  Consumer Response /* (3000, 7, 2022/08/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I received this email from Cindy. I never received a phone call and I responded to this email with same (see attached).
  
  At this point, my printer is completely held hostage. See photo.
  
  HP can reach me at *************
  
  
  Business Response /* (4000, 10, 2022/08/29) */
  An HP Case Manager is sending ************ a full set of ink cartridges to see if that fixes the errors she is getting. If those cartridges do not fix the issue than HP will take the next steps to assist*************.
  
  
  Consumer Response /* (4200, 12, 2022/09/17) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  HP DID send me ink finally, but the printer remains locked with an instruction that I need to "contact HP." After spending the better part of 2 hours with a rep, "********," she said there was nothing she could do, and that it was "probably the printer head." It's so coincidental that my printer would seize up right at the time I made this dispute, and never work again. I now have a non-functioning $1000 printer and ink that is useless. Nonetheless, HP failed to fulfill its obligations under the Instant Ink program and I do expect a refund. I am happy to ship back both the ink AND the printer as both are now useless. "********" said she would look into a refund but I have not heard back from her since our last call on August 31. Again, I paid over $450 over the last 4 years, and received exactly ONE set of ink cartridges prior to being LOCKED OUT OF MY OWN PRINTER. This is UNARGUABLY an unfair trade practice; if it can't be resolved here, I will follow with the appropriate regulatory body. Thank you.
  
  
  Business Response /* (4000, 14, 2022/09/27) */
  HP has advised************* that the printhead needs replacing. Unfortunately, due to the age of the printer it would cheaper for************* to purchase a new printer versus the part needing to be replaced. Since the printer is roughly 2416 days out of warranty HP cannot send the part free of charge.
  
  
  Consumer Response /* (4200, 16, 2022/09/29) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Whether the print head failed or not has little to do with the fact that I paid for a service contract for ink (and an adhesion contract, at that) for 4 years, and HP failed to perform its obligations. I did not agree to this contract when I bought the printer. The fact that HP is able to hold its customers hostage in this way, by exercising remote control over a proper purchaser's property is unacceptable. I do not accept their excuses as "resolution," no.
  
  
  Business Response /* (4000, 18, 2022/10/20) */
  As stated previously based on the age of the product there is nothing HP can offer*************.