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: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,*******

• Initial Complaint

  Date:07/16/2025

  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 printer about a month ago and it has never worked. I just took it out of the box and try to use it and it will not print. I've done troubleshooting and it will not connect to a network either. I did not receive any instructions inside of the box that it came in. And I would like a new printer sent to my home address. I do not make any money because I am disabled and am forced to stay in bed. I still have responsibilities however and in need of a printer badly for my personal documents and don't have one as I thought. Medical bills and housing expenses along with the cost of living for a single mother of 2 young boys have left me without money for many things. I am unable to be mobile so I cannot simply drive to a place to print out important documents as I need. I am asking for some help here and this is the only way I know how to do that for this issue. I tried very hard to contact ** directly regarding this issue and got nowhere because the only option listed on their webpages was to chat with a robot and the robot only could assist with specific pre programmed issues. I would like a new printer that works

  Business Response

  Date: 07/17/2025

  HP acknowledges the customer's experience, but we need more information to proceed with assistance. Please provide the ** product serial number for the printer in question, and a copy of the receipt for the printer so that 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:07/16/2025

  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 received the worst customer service trying to switch my printer to a new account. I had to call numerous times and spent numerous hours on the phone with different ***** I had already asked two separate times for supervisor to call me back and both times I never received a call. My longest phone call was hours long and I had explained to this *** that I had already called numerous times over the prior few days and explained what the issue was. He completely disregarded everything that I said and wanted to try to fix everything his way, which did not work. towards the end of the phone call I asked to speak to a supervisor again and was told one would call me back. I already knew from the previous 2 times that no one was going to call me back so I asked to be placed on hold. At that point, the *** pretty much gave up and said that my printer issues were because of my Wi-Fi even though my printer had already worked for months on my Wi-Fi and I explained to him what the issue was. When I finally got the supervisor on the phone and explained to him what needed to be done to fix the printer he completely blew me offand said that the *** had already told him it was due to my Wi-Fi and doing what I asked would be a waste of time. He basically called me a liar and disregarded everything that I said was wrong. The printer was showing a canceling icon because the*** had asked me to try to print something& being that the printer was still not working, It was trying to cancel the print job which has nothing to do with my Wi-Fi. If it was my Wi-Fi, the print job wouldnt even have made it to the printer. I also explained to him that my smart ink account was working and it said everything was fine and it was connected but he disregarded that too. The supervisor was condescending spoke to me like I had no idea what I was talking about, and nobody ever followed up with me after all the phone calls, and hours spent on the ********** part is, after all that I fixed it myself.

  Business Response

  Date: 07/16/2025

  HP Escalations Case Manager has been assigned case **********. The Customer will be contacted within 2-3 business days. 
  Regards, ******

  Customer Answer

  Date: 07/17/2025

   
  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.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:07/15/2025

  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 purchased an hp offficejet 8015e Sept. 2024 from Officemax. Part of the purchase was a promotion for free ink for 6 months. I've been calling, contacting & trouble shooting with ** warranty and instant ink department. they refuse to either send the ink or replace the printer. I have not been able to use this brand new printer 2-3 months. I've placed multiple calls and emails with no resolve. Mind you the printer is still under warranty.

  Business Response

  Date: 07/16/2025

  HP Escalations Case Manager is working with the Customer on a resolution, reference open case **********.
  Regards, ******.

• Initial Complaint

  Date:07/15/2025

  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.

  On June 23rd, I contacted ** support to report persistent overheating issues with my laptop. Both the device and its warranty were purchased in the *************. During the support session, an ** customer care agent remotely accessed my laptop and initiated a BIOS update as part of their troubleshooting process. This update, which I was not warned could carry any risk, caused the device to crash completely and become non-functional. In other words, the damage to the laptop was directly caused by *** own support agent. I was then instructed to ship the laptop in for repair. Because of this unexpected failure, I had to seek third-party data recovery services at my own expense, which resulted in significant additional costs.($250)In writing, ** committed to repairing my laptop within 1014 business days. However, after sending it in, I was later told the repair would take two months, with no substantial updates or justification apart from "MOTHERBOARD". This change is unacceptable and directly affects my ability to continue academic and professional obligations, especially since I have active insurance that should ensure timely support.Additionally, at the beginning of the process, despite the ** website confirming my valid U.S. warranty based on the serial number, I was forced to prove that my laptop had U.S. coverage, despite showing the coverage on their website to them. The agent kept going to the *****. website and I assume based on my name decided I had no coverage. This treatment felt discriminatory and inconsistent with HPs policies, and it placed an unfair burden on me.When I called HP for escalation, despite them ruining my laptop, they said that there is nothing that they can do and maybe they give me a coupon after I get my laptop. I have wasted a month of my professional life on this with virtually no support and everyone trying to stall me and not help me. This level of negligence and lack of accountability is unacceptable.

  Business Response

  Date: 07/16/2025

  HP Escalations Case Manager has been assigned case **********. The Customer will be contacted within 2-3 business days. 
  Regards, *******

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23602516
  
  I am rejecting this response because:
  

  HP has routed this complaint back to the same case manager who caused the issue and denied me escalation in the first place. This case manager would not listen to and is very rude. They did not even use my correct name. This is not a resolution it is a stalling tactic. I am requesting reassignment to a new case handler in **'s corporate resolution or executive relations department. The current representative has already told me I have no options and denied any further help. Please keep this complaint open and unresolved.

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

  Business Response

  Date: 07/21/2025

  ** appreciates the customer's feedback and acknowledges the customer's experience.  A new Escalated Case ********** has been opened for the customer and assigned to a Case Manager to investigate further the customer's claims and better address the customer's concerns.
  ***************