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

  110 13575 Commerce Pkwy Richmond, BC V6V 2L1

• 

  Hewlett-Packard Company - Sales & Support Office

  7100 Intermodal Rd Louisville, KY 40258

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:07/21/2025

  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.

  I bought a laptop on July 30, 2024va ********** The laptop broke the jun 16, 2025. The laptop was still under warranty. I contacted ** they tried to help me fix the laptop, but eventually ignored me and didnt respond when I requested to send the laptop back in on the warranty since the computer cannot start. I requested to send back my laptop multiple times, but they have not sent any information on how I can return it. Returned the laptop to get my refund.

  Business Response

  Date: 07/23/2025

  An HP Escalations Case Manager has been assigned to new Escalated Case ********** to address the customer's concerns. The customer should be contacted within 2-3 business days. 
  Regards, ******.

• Initial Complaint

  Date:07/21/2025

  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 laptop for work at a major medical center on 7/6/2025. Scheduled delivery was 7/10. When it did not arrive, i called ****** They said there was a scan issue and i would receive it on 7/12. On 7/11 i get delivered text that says delivered to M ******** at ************. I call ***** and they assure me it is still a scan error. By 7/13, still no delivery so i opened case with fed ex. *** ex has since closed case and said the package is lost. For 11 days, i have been trying to receive a replacement or a refund from **. They keep saying ***** hours for replacement to be shipped for 11 days now. As of today, they are asking for another ***** hours. I paid a lot of money to not receive my order and they are not standing by their word and replacing it or giving a refund. They rarely call back when they say. I keep having to make contact. I think they want me to go away so they do not have to issue new order or refund. This is the absolute worst customer service I have ever dealt with and i have been essentially robbed at this point.

  Business Response

  Date: 07/22/2025

  According to the Notes on Order #H364279254, a full refund was processed on 07/16/25 (R302750859).  There is also a Case opened on 07/12/25 (CAS-3325722-N1Q1N9) to address customer's issue of unit being delivered by ***** to incorrect address. Customer may be getting a call from HP ********************** representative within 2 - 3 business days.

  Regards,*******

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23632501
  
  I am rejecting this response because: I have NOT received a refund, so no, no refund was processed on 7/16. This is very conflicting information from what I have been given from **. In fact, i contacted *********** yesterday, 7/21/25, to dispute the charge. I have not received any tracking for a replacement, nor have I received a refund from **. *********** can verify this. 

  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 07/30/2025

  The ** Store executives have been alerted to reach out to the customer concerning this Order **********. An ** Store Case Manager has been assigned to address the customer's concerns. The Customer should be contacted within 2-3 business days.
  Regards,*******

  Customer Answer

  Date: 08/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. ** finally agreed that I should not be held responsible for ***** losing the package. They have sent a replacement computer. It is sad that it took this long and this much effort for a resolution, but they finally made it right. Thank you!!
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:07/21/2025

  Type:Order 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 receiving copier paper in the past under the all-in-one plan. Recently we stopped yesterday I don't know why I am paying $9.72 a month. I did change plans before but from what I understood the paper was still covered under the plan or even went to the my dad wanted and it showing paper on there 50 pages a month and this is not correct then it is that we misleading but will understand it mean we get somebody paper of money

  Business Response

  Date: 07/22/2025

  An HP Store Case Manager has been assigned Case ********** to address the customer's concerns. The Customer should be contacted within 2-3 business days.
  Regards, *******

• Initial Complaint

  Date:07/21/2025

  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.

  I purchased an ** accessory monitor on Dec 25, 2024 for $294. It is the ** E14 G4 Portable monitor, Serial 3CQ33605WK and Product 1B065AA. After minimal light use in my home with no trauma or reason for damage to the monitor, it developed a black area on the display which interferes with my being able to use this effectively. This product is currently under warranty and I submitted a claim to ** Case Number **********, which included speaking directly with a representative and sending a picture of the screen. Despite this, they denied my claim. If they can't warranty the display on a monitor, what exactly is the warranty for. This is bad service, as clearly this monitor has failed within the warranty time frame. I would like a new monitor to replace the defective one.

  Business Response

  Date: 07/22/2025

  An HP Escalations Case Manager has been assigned to new Escalated Case ********** to address the customer's concerns. The customer should be contacted within 2-3 business days. 
  Regards, ******.

• Initial Complaint

  Date:07/20/2025

  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 am writing to formally dispute an unauthorized change to my HP Instant Ink account and to request immediate resolution.I originally purchased an ** printer from ******* and enrolled in the HP Instant Ink subscription program at Staples, opting into the $6.99/month plan. As required, I registered my printer using the ** Smart app and understood that ink would be shipped automatically when supplies ran low.Several months later, I received an email from ** instructing me to update my account information to continue receiving ink deliveries. I followed those instructions on *** website.Approximately two weeks later, I received a brand-new ** printer at my homecompletely unsolicited. I did not request, order, or authorize the shipment of a replacement printer. When I contacted ** support to report this, I was told that I had unknowingly entered into a new contract and that I would be required to pay $120 to cancel it, or continue making monthly payments.This is unacceptable. I did not agree to any new device, plan, or binding agreement. Sending me a printer without my consent and then demanding payment or imposing cancellation fees is deceptive and coercive.I am requesting the cancellation of any contract or account changes related to the unauthorized printer. ** to stop sending me emails requesting money. Written confirmation that I am not financially liable for the unsolicited printer or for any related fees.

  Business Response

  Date: 07/22/2025

  Customer is referring to **'s All In Plan. An HP All-in-Plan (AIP) Case Manager has been assigned new Escalated Case ********** to address the customer's concerns. The Customer should be contacted within 2-3 business days.
  Regards, *******

• Initial Complaint

  Date:07/20/2025

  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.

  I purchased a brand new desktop from ** on ******. Upon arrival, everything was fine. Downloaded and installed all updates. When I went to register said PC with the ** website, it was determined that the warranty on my brand new PC was already expired for over a year. I have proof of purchase upon request. Purchased on 07-10-2025. Delivered to me 07-16-2025. Warranty started *******. Warranty expired *******. I reached out to **, and was transferred to several different people. I sent in my receipt with date of purchase, and serial number. I also have an active case number on the ** website. All I have been asking for is that the warranty be given to me, since this was a brand new PC. This should not take 3-5 days to determine. I have not heard anything back from any ** Help Associate as of yet. I have been an ** purchaser for over 25 years, but this.....this is my breaking ********** is my case number: **********

  Business Response

  Date: 07/21/2025

  An HP Escalations Case Manager has been assigned to new Escalated Case ********** to address the customer's concerns. The customer should be contacted as soon as possible. 
  Regards, *******

• Initial Complaint

  Date:07/19/2025

  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.

  I bought a "WIRELESS" HP 5100 series printer a couple of months ago. It worked fine right after setup, I moved it to a new location and now all of a sudden the printer will not connect to the network it was previously connected to. The instructions give an option to connect it via ethernet, but what do you know, there is no ethernet port on the printer. I tried to contact support, but apparently ** thinks that people do not have technical issues on the weekends as their support offices are only open during bankers hours. So as of right now I have a completely useless $180 printer and cannot get help with it because ** does not care about its customer base.

  Business Response

  Date: 07/21/2025

  ** apologizes for the inconvenience, but we need more information. Please provide the Serial Number for the ** 5100 series printer, and any related ** Case numbers so we can further assist with your issue. Please note:  Serial number is 10 digits, letter number combination, no dashes or spaces; usually located on the back of the printer near the bar code.
  Regards,******.

• Initial Complaint

  Date:07/18/2025

  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.

  I purchased an HP Pavilion All-in-One Desktop (Model 27-ca2xxx) in June 2024 for over $800 expecting a reliable product. Within just a few weeks, the computer began experiencing serious performance issues freezing, slow startup, boot errors, and recurring system crashes. At the time, I wasnt aware of the severity of these problems, but now its clear I was sent a defective unit from the beginning.I contacted ** support and followed all instructions: running diagnostics, reinstalling Windows, resetting the ***** and updating drivers. Eventually, ** had me send the computer in for repairs and even after that, the issues persisted. Ive been dealing with this for the last ******** that my warranty has expired by just 21 days, ** is refusing to replace the device, despite this long history of unresolved problems that started well before the warranty expired. They are only offering another repair under the previous service warranty, but *** already done that. It clearly didnt fix the root problem, and its unfair to expect me to go through the same frustrating process again for a product thats never worked correctly.This isnt about normal wear and tear or something going wrong after the warranty ended this is about being sold a defective computer that was never right to begin with. *** invested time, energy, and money into trying to fix something that shouldve worked out of the ****** requesting that ** do the right thing and replace this faulty computer or issue a full refund. I should not be punished for not recognizing earlier that I had been sent a lemon. This has been an ongoing problem from the start, not a post-warranty incident.

  Business Response

  Date: 07/21/2025

  An HP Escalations Case Manager is currently working with the customer towards a resolution, reference active Escalated Case **********.  Customers comments from this ******************** complaint have been documented and Case Manager alerted to contact the customer as soon as possible.
  Regards, ******* 
  

  Customer Answer

  Date: 07/21/2025

   
  Complaint: 23620964
  
  I am rejecting this response because:

  HPs response does not resolve the issue. Ive already been in contact with multiple agents and escalated this case several times with no actual solution. I was sold a faulty computer and have never received a fully functional product. The last ** representative even admitted that I would have received a replacement had they been contacted earlier, but I did contact ** prior to warranty expiration.
  
  
  This vague response simply says a case manager has been alerted, which Ive heard multiple times before with no resolution. I am requesting a full replacement of the defective computer that was never functional from the start. Until I receive a proper resolution, I do not accept this response.
  
  

  
  
  Sincerely,
  
  ****** *********

  Business Response

  Date: 07/25/2025

  Case Manager was alerted on 07/21/25 and subsequently sent 4 emails to customer which never received a reply.  The Case ********** was then escalated to the ** Executive level to a new Case Manager as customer had requested.

  Regards, ******* 

• Initial Complaint

  Date:07/18/2025

  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.

  I purchased an HP Computer on 5/25/25. It comes with a 1 year warranty. ** refuses to honor the warranty. I sent it in for repairs and am being told it will be months before I get the computer back because parts are on back order and coming from *****. They refuse to provide another product that is comparable and are using up the time of the warranty by keeping the product for months til the warranty expires. They refuse to allow me to speak with a supervisor to resolve the matter.Geek Squad City | Service Order: ***************** Geek Squad Repair Order Update Reply Note Await update on the parts status Created by Yahoo Mail Was this AI summary helpful?GSCECC To: me, Cc: GSCECC Thu, Jul 17 at 1:29 PM Message Body Hello, I am reaching out regarding the status of repairs for your device. Unfortunately, at least one of the parts is on backorder, meaning it is currently being sourced from the Manufacturer. We will continue to monitor the parts and update you shortly if the part has not yet arrived. Serial number **********

  Business Response

  Date: 07/21/2025

  A new Escalated Case ********** was already opened for the customer on 07/18/25 and assigned to an HP Escalations Case Manager.  Customers comments from this ******************** complaint have been documented and shared with Case Manager. The customer will be contacted within 2-3 business days.
  Regards,*******

• Initial Complaint

  Date:07/17/2025

  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.

  My mother purchased an HP 14-DQ0075nr laptop from *** ************** on *************, as a birthday gift for me on *************. I opened the laptop on my birthday and only had time to begin the setup. Three weeks later, I finally used it and noticed it was running very slowly.Since it had been over 90 days, BJs would not accept a return. I attempted to use the laptop a few more times before calling ** on July 6, 2025. I initially requested a refund, but the representative insisted on troubleshooting first. After following their advice to reset the laptop, it became stuck during the process and stopped working entirely.I was told I could either send the laptop in for repair, which would take 10 days, or wait for a call from the escalations team. I chose the latter. When I finally spoke with a case manager, she offered a refund through *** buyback programbut only $183.33, even though the laptop cost $233.19. I was told this was due to the product being outside of the full warranty period.I find this unacceptable. The laptop was barely used, in excellent condition, and only malfunctioned after following HPs own troubleshooting instructions. When I asked about additional support or a loaner device while mine is being repaired, I was told none were available.This experience has been incredibly frustrating. I believe I should receive a full refund, especially given how new and lightly used the laptop is.

  Business Response

  Date: 07/18/2025

  HP appreciates the customer's feedback and acknowledges the customer's experience.  An HP Escalations Case Manager is still currently working with the customer towards a resolution,reference active Escalated Case **********. Customers comments from this ******************** complaint have been documented and Case Manager alerted to contact the customer as soon as possible.
  Regards, ******* 

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23617201
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 07/21/2025

  I am rejecting the businesss response because it is generic and does not address the core issue. I have already spoken with both the case manager and the manager of the case manager, and neither made a genuine effort to resolve my concerns.
  
  
  It is extremely insulting to be offered a $50 reduction on the original purchase price simply because ** claims the device is outside their 30-day return window. The laptop was given to me as a birthday gift months after it was purchased, so I wasnt able to use it until late June. When I first contacted **, the laptop was still functional it was just running slowly. However, after following HPs recommended reset instructions, the laptop became completely unusable and stuck in a reset loop.
  
  
  This issue only escalated due to HPs own troubleshooting steps, and yet Im being penalized and offered an unfair buyback amount instead of a full refund. I believe this is poor customer service and an unacceptable resolution.
  
  
  I am seeking a full refund as the product is now defective due to HPs advice, not my misuse.
  

  Business Response

  Date: 08/05/2025

  According to the notes in Case **********, customer agreed to a repair which was set up on 07/23/25 (Order #BXFD9165-01).  Since that time, there has been an issue with the *** Ex delivery of the laptop to the repair ********************* tracking #***************).  Case Manager has opened a ticket with ***** to complete the shipment and expedite the customer's repair.

  Regards, ******* 

  Customer Answer

  Date: 08/05/2025

   
  Complaint: 23617201
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 08/05/2025

  In April 2025, my mother purchased an HP laptop from *** ************** as a birthday gift for me. I didnt receive the laptop until my birthday on *************.
  
  
  On the first day I opened the laptop, I set it up and downloaded two apps: ****** Chrome and the same antivirus software I use on my gaming laptop. Due to a busy schedule, I didnt get a chance to use the laptop again until mid-July. Thats when I noticed the laptop was running very slowly, and the screen brightness (exposure) was unusually low.
  
  
  After giving it a few days, I contacted ** customer service to see what could be done. Honestly, I just wanted to return the laptop and get a refund so I could purchase a better-quality devicelike a ****. However, since more than 90 days had passed, I could no longer return it to BJs. ** told me that before returning it to them, I had to perform a diagnostic/reset process.
  
  
  Against my better judgment, I followed HPs technical support instructions and performed the reset. Unfortunately, the reset process froze at 92% and would not complete. I had to call back the next day because the call center had closed before we could finish the process. When I called back, I spoke with a manager who said a case would be created and a case manager would contact me the next day.
  
  
  The case manager did call the following day, but I missed the call. She left a voicemail and sent an email. I later contacted ** and was transferred to another case manager named Jhen, who took over the case. She offered me two options:
  
  
  Send the laptop in for repair.
  Use HPs buyback program to return the laptop for a refund.
  
  
  
  
  I chose the buyback option because I didnt want to risk the laptop getting lost with ***** or **** I made my concerns very clear, and I reiterated this several times throughout the process. I know the calls are recorded, so this should be documented.
  
  
  Jhen informed me that because the laptop was outside of HPs 30-day return window, she would escalate the case to her manager. She later emailed me a buyback offer of $183, even though the laptop was purchased for $233 just a few months prior. I found this unacceptable, especially since the laptop had performance issues from the beginning, and now, after following their reset instructions, it had become completely unusable.
  
  
  Over the next few weeks, I went back and forth with ** trying to get a fair resolution. Unfortunately, the customer service experience was terrible. The outsourced support center made communication extremely difficult due to language barriers, thick accents, and lack of understanding. I eventually spoke with ***** manager, who was no help either, and when I requested to speak to his manager, he only emailed me a breakdown justifying the low refund offer.
  
  
  Frustrated, I reluctantly agreed to send the laptop in for repair. I called ** and let the agent know my decision, and she said she would inform Jhen, who would follow up. Of course, no one contacted *** had to call again. When I finally reached ****, she said a return label and shipping box would be sent out. I told her the laptop was still in its original packaging and that I only needed the label. Despite that, she still had a label and box sent out.
  
  
  That would have been fine, except ** never provided me with any information about when the package would be picked up, despite my repeated requests. On July 25, a ***** driver arrived around 1:00 PM looking for the packagebut without a label or box. I handed him the laptop, assuming he had the necessary label and had scanned it. I even asked him if I needed a receipt, and he said no.
  
  
  Just 23 minutes later, a different ***** driver arrivedwith the label and box. I was extremely confused.
  
  
  I immediately called HP to report the situation. While I was on the phone with them, my mother also called *****, and they gave her the tracking number. Between July 25 and August 4, I tracked the package, but it showed no movement.
  
  
  I contacted ***** and was told by a representativeand later a supervisorthat the package is sitting at a facility in a pile of unprocessed packages. Because ** didnt provide a drop-off location or register the shipment properly, ***** cant do anything unless HP reaches out with the serial number and other information.
  
  
  Since then, Ive called HP repeatedly. Every time I ask to speak with a manager, Im redirected back to the case managers manager, who keeps promising callbacks and emails that never arrive. This situation could have been completely avoided if they had simply sent me the label before scheduling the pickup, or better yet, just refunded the purchase amount from the beginning.
  
  
  The customer service Ive received from ** has been absolutely horrible. The call center seems to be staffed with very few people, as I kept getting rerouted to the same agents. *** had prior issues with my HP printer as well, which is why I initially preferred the buyback. I no longer trust their products or service.
  
  
  Now, Im stuck in a situation where ***** wont take action unless HP contacts them, and HP is dragging its feet. This experience has caused me a great deal of emotional stress, and I would never recommend ** or their products to anyone. Their customer service is disorganized, dismissive, and deeply frustrating. Their products are faulty, and their handling of this entire case has been nothing short of a nightmare.

  I rejected the previous statement because ** has continuously failed to assist me. All they've done is give me the runaround. I have been told that managers would call me, but that hasnt happened. I was assured that my situation would be escalated, yet nothing has improved. It is clear they do not care about my concerns, which is why I reached out to the Better Business Bureau for help. Now, I find myself in a situation where I neither have the laptop nor the full amount of money I paid. I have absolutely nothing, and they are unwilling to provide me with proper assistance.

  
  

  Business Response

  Date: 08/08/2025

  According to the notes in Case ********** from 08/05/25, the Case Manager is actively working with ***** to locate the package.  Customers entire comments from this ******************** complaint have been documented and Case Manager alerted to contact the customer as soon as possible with any updates or resolutions.
  Regards,*******

  Customer Answer

  Date: 08/08/2025

   
  Complaint: 23617201
  
  I am rejecting this response because: HP has not effectively communicated with me. And they are not working with ***** directly because I have reached out to ***** and ***** has not let me know that they are working with **. They let me know when I reached out to them yesterday that the only way that they could assist me with getting my laptop back is if HP reaches out to them and they have not done so. So unfortunately, now Im in a tough situation where I dont have my laptop nor do I have my money and Im just completely and utterly stuck in ** is not doing anything to properly assist me. They dont care about me as a customer and they have made that abundantly clear.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 08/18/2025

  According to the notes in Case **********, the Case Manager placed Order #H364658068 for a replacement laptop - HP Laptop 14-em0047nr (Serial #***********, which was delivered to customer by FedEx Tracking ID: ************ Thursday, 8/14/25 at 3:58 PM.

  Reference Case **********.
  Regards,*******