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

  950 W Maude Ave Sunnyvale, CA 94085

• 

  HP Incorporated

  303 Second St #500 San Francisco, CA 94107-3639

• 

  Hewlett Packard

  110 13575 Commerce Pkwy Richmond, BC V6V 2L1

• 

  Hewlett Packard

  150 13571 Commerce Pkwy Richmond, BC V6V 2R2

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:07/02/2025

  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.

  Please see attached document

  Business Response

  Date: 07/03/2025

  HP acknowledges the customer's experience, but is unsure how to proceed.  Does customer want to contact someone in the ********************** department concerning the charge of $39.00? Or does customer want ** to "cease all contact" as stated in the accompanying letter?

  To cancel your HP Instant Ink subscription, log into your HP Instant Ink account, navigate to the "My Account"section, and then click on "Cancel my HP Instant Ink Subscription". Follow the on-screen prompts to confirm your cancellation. 
  Phone number: **************  

  Regards,*******

• Initial Complaint

  Date:07/02/2025

  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.

  This complaint is about ******* ****************** *********, CA 94304-1126 HP is unlawfully retaining control of my personal email through their OEM McAfee registration system, despite my returning the laptop. I can't activate my paid ****** subscription as ** has my email locked. I no longer have the serial number and HP's support system is designed to block access without a serial number. I have been routed through endless automated loops, denied human contact, and unable to resolve this issue. McAfee is locked out and unable to help, they tried to help. This is not a technical glitch-it is a deliberate failure of accountability and a violation of my digital rights. I have filed a complaint with **'s Privacy Team directly. I am filing this complaint to document their inaction.I demand that ** immediately release my email address from their OEM system and confirm in writing that all of my personal data has been removed, fully. I will continue to escalate this publicly and legally if necessary. I am not asking. I am demanding.

  Business Response

  Date: 07/03/2025

  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:07/01/2025

  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.

  Dear Instant ******************** Team,I am writing to formally express my dissatisfaction with the recent experience I have had with your Instant Ink subscription ********** April of this year, I was notified by your service that a shipment of ink cartridges was on its way to my home. However, despite this notification, I did not receive the shipment until Juneover two months later. This significant delay caused considerable inconvenience, as I rely on timely ink deliveries to ensure uninterrupted use of my printer for both personal and professional tasks.I am disappointed not only by the delay itself but also by the lack of proactive communication or updates regarding the status of my shipment during this period. As a paying subscriber, I expect a higher standard of reliability and customer care.I kindly request that you review my case and provide an explanation for the delay, as well as what steps you will take to prevent similar issues in the future. Additionally, I would appreciate consideration for compensation or a credit to my account in light of the inconvenience I have experienced.Thank you for your attention to this matter. I look forward to your prompt response and a resolution to my concerns.

  Business Response

  Date: 07/02/2025

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

• Initial Complaint

  Date:06/30/2025

  Type:Delivery 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 ordered an HP dock station with the order number listed below. The dock came with out of date software and thus I wanted to update firmware. I downloaded the firmware and during the installation the dock update crashed rendering the dock unable to power on. It has not been able to work despite working with technical support. I then had support / case #********** opened. A replacement dock was to be shipped but repeatedly was delayed. I requested my money back and was told this is not possible. I received an email with update on Your Order MO-********* Revised Delivery Date CRM:0086902004837 but the shipping date continues to be delayed. I would like to return the dock and receive discount on a new docking station for all the inconvenience. There is poor communication with me that my replacement dock shipping date has been delayed (I don't get notified). I am not sure what kind of customer service this is. I am less than satisfied with ** on this matter.

  Business Response

  Date: 07/02/2025

  A return Order #R302748335 was processed for Order #H362976174 on 07/01/25 for the full amount of $377.99 back to the customer's MC on file.  It may take a few days to receive the funds, depending on the bank.

  Regards,*******

  Customer Answer

  Date: 07/06/2025

   
  Complaint: 23540647
  
  I am rejecting this response because: the replacement dock did not come with a power supply that it was supposed to.  Incomplete response.  Once again, another failure by ***
  
  Sincerely,
  
  *** *****

  Business Response

  Date: 07/09/2025

  Our records show 6/25/2025 the customer spoke with a Tech Support agent, requesting a replacement power cord. Order was placed. Reference case **********.
  6/29/2025 the customer called in for an update on delivery, customer was advised there was a slight delay and expected delivery date was updated to 7/2/2025. Customer requested to speak with a supervisor; no Supervisors were available.
  7/1/2025 Customer spoke with a sales agent who assisted customer with the return and explained refund process. Customer was sent a return label,FedEx tracking # ************, delivered back to ** on 7/7/2025. Customer was provided with a refund, of $377.99, sent directly to the customers original payment method to allow customer to place new order if choses to. Reference order H362976174 and return R302748335.
  7/7/2025 Customer spoke with a Tech Support agent, stating they purchased a new Dock from ** that has power issues, and requested a replacement power cord. The agent explained that the power could be swapped out with the old power cord, customer then stated they do not have the power cord that the Dock had been sent back to **.  The Agent then explained if the Dock was sent back to **, we would not be able to provide a replacement power cord for a unit that has been returned.
  Regards, ******.

• Initial Complaint

  Date:06/29/2025

  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 an HP (Hewlett Packard) laptop on November 17, 2024 directly from the ** website.A few months after buying this laptop, the device failed in a way that made it completely unusable and I sent it back for repair under their 1-year warranty. However, despite the warranty promising a 5-business day turnaround, the time to return it to me was nearly 1 month, with only a smaller fraction of this time being shipping. After receiving it back, it worked at first but failed again in about two weeks.I repeatedly asked for a full refund, but they constantly refuse and keep suggesting another repair despite the last repair not fixing the issue. ** confirmed that the 1st failure that occurred needed a motherboard replacement. When I search about the issue that caused it to fail the second time, many say that it is again a motherboard failure:*********************************************************************************************************************************** I stated that I do not want a replacement unit of the same model or the repair since I believed it was an inherent design flaw if the motherboard fails twice in a row with the repaired unit having a new motherboard than before.Since I am a college student who does research work that other teammates depend on me for, and since I have class work that I must do, I cannot afford to go through this long wait again with a very high chance that it will fail again in a similar manner. Installing all the software that I need for my work is a very time consuming process and I do not want to go through this process again if I cannot be certain that it will not fail like this again. This second failure caused me to submit a major assignment late, and posed a risk of me losing a letter grade in that class. As a result, I want a full refund of the original cost of the device. Additional information, including the receipt, tracking numbers, timeline, and email communication are provided in the documents I added.

  Business Response

  Date: 07/01/2025

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

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23534884
  
  I am rejecting this response because:

  I have already talked to the escalation case manager. To my knowledge the number that I am dealing with involving the case manager is not **********, but instead CRM:0014810002175. Most importantly, this discussion with the case manager did not resolve the issue, as the case manager would only repeatedly suggest another repair despite the first repair not fixing the issue, with the motherboard failing again despite replacement and testing of the device with the new motherboard before it was sent back to me. I already stated to the case manager many times that I do not want to proceed with another repair but this is the only option the case manager keeps suggesting. For all the reasons I have previously stated in my first complaint and in my communication with the case manager, I cannot accept another repair and only want to proceed with a full refund of the amount originally paid for the device. The receipt is provided with the first complaint.
  
  Sincerely,
  
  **** *********

  Business Response

  Date: 07/04/2025

  ** has shared the recent comments from the customer with the Case Manager and urged contact with the customer as soon as possible.
  Reference active Case ********** (correct CDAX Case #).
  Regards, ******* 

  Customer Answer

  Date: 07/12/2025

   
  Complaint: 23534884
  
  I am rejecting this response because:

  The case manager already reached out to me by call before the most recent message from ** saying that the case manager has already shared all information from **. The case manager in that call stated that another repair is the only option that ** will be able to move forward with and that a refund is not possible, and that if I am not willing to move forward with another repair then the case will be closed, which has now been closed. However, I do not think this is acceptable and only want to proceed with the refund for these reasons:

  A similar failure twice in a row with the motherboard being the failure point in both cases indicates a fundamental design flaw. As an engineering student, I know that the same component failing twice in a row is not purely a coincidence. Thorough testing of the same motherboard design that already failed twice in a row despite replacement does not fix the problem or indicate at all how reliable it is in the long run. Prior to sending back the unit after the last repair, the case manager already listed the tests that ** ran on the device after repair but it proceeded to fail again in 2 weeks, demonstrating that these tests are not effective in ensuring reliability.
  
  Another repair will not solve this issue but only delay it until it occurs again, whether it is in 2 weeks as with this failure or within a few months. Many others who have bought the ** Omen 16 have also reported a very similar issue and demonstrated that it was a motherboard issue.
  ***********************************************************************************************************************************
  Trying to repeatedly send me a unit that is most likely flawed by design and refusing a refund after repair has already failed to fix the problem will only cause more hardships in the future.

  At this point, if I cannot get a full refund, then I will have no choice but to pursue legal action:

  ** is obligated to give a refund according to these federal and state laws:
  1.  ********-**** Warranty Act (Federal Law)
   - Applies because ** already tried repairing the laptop once but it failed again less than two weeks after receiving the repaired unit. Since the failure was very similar to the first failure with the part that failed again being the motherboard like with the first failure, one repair attempt counts as a reasonable number of attempts to fix the problem. Note that this condition that makes me obligated to a refund also applies to limited warranties.
  ********************************************************************************************************
  2.  Uniform Commercial Code (UCC) - HRS 490:2-314 (Hawaii State Law)
   - This device failed only a few months after receiving it first, and failed less than two weeks after repairing it once, making it a breach of implied warranty.
  ***************************************************************************
  
  Sincerely,
  
  **** *********

  Business Response

  Date: 07/28/2025

  HP policy requires a minimum of two repair attempts before any replacement options are considered. This approach ensures ** has the opportunity to properly diagnose and resolve the issue, especially if the first repair did not fully correct the problem. ** is committed to providing effective service and stands by its efforts to correct unresolved issues during the second repair attempt.
  

  Regards,*******

  Customer Answer

  Date: 08/07/2025

   
  Complaint: 23534884
  
  I am rejecting this response because:

  During the first repair, the motherboard was completely replaced with a new one, and the repaired device was tested extensively. However, none of these tests prevented the device from failing again. If a completely new motherboard cannot fix the issue, with the failure that occurred again being another motherboard problem, then I can not have any faith in ** to be able to repair the product. Two motherboards failing in a row is not a random failure but signals a fundamental design flaw. Should this failure happen again during my fall semester, the consequences could be disastrous, as it has already been when it failed a second time this summer while I had online classes. Installing all the needed software takes a very long time which I do not have. I cannot afford to have such issues appear again, which is almost guaranteed considering the nature of these past two failures, and the comments left by many other customers who have had these same issues with the black screen:
  ***********************************************************************************************************************************

  Considering that same component of the device failed twice in a row despite replacement, it is only fair that I get a full refund. There are strong reasons to believe this device is faulty by design and that another repair will have no chance of truly resolving the issue.

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

  Business Response

  Date: 08/27/2025

  ** completely understands the customer's frustration and the impact this issue has caused. When the same component appears to fail more than once, it is natural to be concerned about whether a repair can truly resolve the problem. That said, there are several important reasons why another repair is worth considering:
  
  While the motherboard was replaced, there are interconnected components and firmware layers that could contribute to a repeat failure. A subsequent repair allows our technicians to go deeper, conducting root cause analysis across the full system including power delivery, thermal management, BIOS/firmware, and peripheral components. This level of targeted diagnosis goes beyond simply swapping hardware.
  
  Since this is a repeat failure, customer's case qualifies for escalation within our repair process. That means senior-level engineers will review your system and apply additional corrective measures not typically performed in a standard repair.
  
  HP continuously refines and improves its replacement components. The motherboard installed previously may not have incorporated the latest revisions. A new repair ensures your device receives the most up-to-date parts and firmware fixes available.
  
  By proceeding with a repair, the customer remains fully covered under *** warranty and service commitments. This not only secures the cost-free repair itself, but also gives the customer continued protection should further issues arise. Additionally, escalated repeat cases are prioritized to minimize downtime.
  
  A repair avoids the need to replace your entire device and reconfigure everything from scratch. While reinstalling software is sometimes necessary, in many cases we are able to preserve customer's current setup, saving valuable time compared to starting over on a new unit.
  
  HP takes repeat failures very seriously. A second repair isnt simply repeating the same step; its an opportunity to address the underlying root cause with elevated attention. Many customers who experienced similar repeat issues found that the escalated repair successfully resolved them.

  Regards, ******* 

• Initial Complaint

  Date:06/28/2025

  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 Omnibook through your site. It was delivered June 12th and I just started using it. The screen keeps having a flicker issue and the touchpad features are not working properly. I think the screen is defective. I tried to go to the support website for help but it is impossible to talk to anyone or submit anything without entering the serial number ************, which it doesn't recognize. I spent over two hours trying to talk to someone or submit a ticket, and it literally isn't possible. I sent screenshots of the order summary with the order # and serial listed. Also a screenshot of how it doesn't recognize the serial number. It is not possible to get support or talk to anyone on your site without it recognizing the serial number.For context. I bought this laptop to help get some stuff done in the hospital as my 2yo daughter fights leukemia. I spent hours trying to figure out why the screen is flickering then even more hours trying to figure out how to get support or why the serial isn't being recognized. I ended up having a panic attack at how much of my very little free time was wasted on such an expensive purchase that was supposed to help me rather than hurt me. I don't want to waste any more time trying to figure out what the issue is or getting the defective screen fixed. I have a feeling that would just be many more hours of frustration and waiting. Can you please just help me with a refund? I seriously cannot handle any more stress in my life. I'm just going to buy a similar Omnibook from Best Buy directly. Then if I have any issues I can just walk it into the store instead.Please please please help me with a return.

  Business Response

  Date: 06/30/2025

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

• Initial Complaint

  Date:06/27/2025

  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 fairly high end laptop in their ENVY line. Since then, ** has moved their comparable high end laptops (e.g. 16" OLED, 2TB SSD, rtx 3060, 32GB ram) exclusively to their OMEN ******* warranty offers repairs or replacements. They have already been unsuccessful in repairing it. All the replacements they offer me are of lower spec level (and MSRP) than my current laptop, because refuse to offer me one from their OMEN line.

  Business Response

  Date: 06/30/2025

  Customer already has an Escalated Case open.  An HP Escalations Case Manager is currently working with the customer towards a resolution. Customers comments  from this ******************** complaint have been documented and Case Manager alerted to contact the customer as soon as possible in regards to active Escalated Case #**********.
  Regards,*******

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23529594
  
  I am rejecting this response because:

  I opened this BBB complaint because the case manager provided replacements that were unacceptable. I understand that after 30 days the warranty is for repair or replacement, but ** has been unable to repair, and all the replacements I have been offered by the case manager are of lower spec level. Replacement should be of equal or greater value, not lower!
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 07/04/2025

  ** has shared these most recent comments from the customer with the Case Manager and urged contact with the customer as soon as possible with another offer, if possible.
  Reference active Case **********.
  Regards, ******* 

• Initial Complaint

  Date:06/26/2025

  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.

  Ref: case #********** I had a no sound issue for over 20 days with the laptop I purchased on ****** on 7/28/24, delivered on 8/9/2024 and therefore it is still under the one-year warranty. I called HP tech support on 6/23/25 and it was fixed. Then on 6/24/25, a Realtek driver update came in as part of windows update and broke it. So, I called again that day but HP support site is totally down. So I called again 6/25/25, the first rep hung up on me after 30 mins of saying he will remote in but never did. I called again, the rep ****** remoted in and did a factory reset. After that, not only did it not remove any files, it error out (running into problems, need to restart) every 10 mins. The laptop now is TOTALLY UNUSABLE. I called again that day and the rep ******* told me someone will call me today -6/26/25 to process a refund or complete replacement. NO ONE EVER DID. MAYBE HP IS TRYING TO RUN OUT THE WARRANTY CLOCK!!!!!!!!It is obvious ** tech support BROKE THE LAPTOP AND IN THE MEANTIME I HAVE NO LAPTOP TO USE. ** HAS TO CALL ME ASAP.

  Business Response

  Date: 06/30/2025

  Customer already has an Escalated Case open. Customers comments  from this ******************** complaint have been documented and Case Manager alerted to contact the customer as soon as possible in regards to active Escalated Case #**********.
  Regards,******

  Customer Answer

  Date: 06/30/2025

   
  Complaint: 23525195
  
  I am rejecting this response because ** REFUSES to honor the 1 year warranty.  They demanded that the laptop be sent back over the next 10 days and no replacement or loaner will be provided.  I don't have a pc to work with for days and counting.  I cannot work.  HP support destroyed the ** and now they don't offer a replacement or a refund. This is horrible. I will broadcast this all over the social media and reviews.
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 07/04/2025

  ** has shared the recent comments from the customer with the Case Manager and urged contact with the customer as soon as possible.
  Reference active Case **********.
  Regards, ******* 

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23525195
  
  I am rejecting this response because being contacted DOES NOT MEAN ISSUES ARE RESOLVED.  I did get contacted but issues are not resolved.
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 07/24/2025

  Case Manager has set up a 2nd repair for customer (Order #************ on **/**/** to hopefully correct the issues of overheating from customer's laptop. Case remains open as issue is as yet unresolved.

  Reference active Case **********.
  Regards, HP Inc. 

  Customer Answer

  Date: 08/06/2025

   
  Complaint: 23525195
  
  I am rejecting this response because the issue of overheating has yet to be resolved.
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 08/25/2025

  According to the notes in Case **********, the ************** was unable to replicate the overheating issue which was the reason for the repair Order #BXDX3009-01.  Case Manager offered customer a $75.00 HP online coupon on 08/20/25.

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

   

  Customer Answer

  Date: 09/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is the only choice I have to settle this overheating issue that ** said they cannot re-produce.  I stated that it is a known common problems with ***** CORE ultra 5 chips.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:06/26/2025

  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 am filing this complaint against ** for their failure to provide competent support and for knowingly selling a product that became unusable after a standard macOS update.After my HP printer stopped working following the Mac upgrade, I contacted support. Over the course of more than 3 hours, I was passed between nine different agents, all of whom had me repeat the exact same troubleshooting steps, including power cycling, reinstalling the app, checking the Wi-Fi, and reinstalling the drivers, despite me explaining repeatedly that I had already tried everything.They kept attempting to blame the issue on hardware or my connection, rather than acknowledging it was a software/cartridge compatibility issue caused by the update. Not one of them honored my request to escalate to a supervisor, they just handed me off to the next agent in a ********* is the list of agents I spoke with:1.***** ***** 2.***** 3.**** 4.Kacey 5.****** 6.***** 7.Aishwarya 8.9.***** ***** 10. ***** (Employee ID: ********************, the 10th agent, finally admitted this was a known compatibility issue between HP cartridges and the latest MacOS. He promised a new set of cartridges, claiming they were compatible with the update and would be delivered within 34 business days. It has now been over a week, and I have received nothing.This is unacceptable. ** failed to disclose that their cartridges are not compatible with the latest Mac system, refused to escalate the issue when asked, and wasted my time with a repetitive script while gaslighting me about the cause.HP Case Number: ********* Name: ****** ***** Email: ********************** Phone: ************ Location: *********, **

  Business Response

  Date: 06/30/2025

  ** apologizes for the poor communication and service with customer's previous Cases. An HP Escalations Case Manager has been assigned to new Escalated Case ********** to better address the customer's concerns. The customer should be contacted within 2-3 business days.
  Regards,*******

• Initial Complaint

  Date:06/25/2025

  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 high-end HP PC (approx. $4,000) for professional use. The unit has had persistent issues that ** has failed to resolve, despite multiple repair attempts.I completed two remote support sessions, each lasting several hours, and the issue was not resolved.A supervisor escalated the case and approved shipment for in-person repair.The PC was sent and returned after over a week with the same issue unresolved.I shipped it back a second time, and ** has now stated the required part is on backorder with an estimated return time of over two months.I have left multiple voice messages and emails for the supervisor and have been ignored.This delay is unreasonable, and HPs warranty states that service will be completed in a commercially reasonable time. I use this PC for work and cannot wait over 60 days without a functioning PC. I am requesting either:An immediate replacement unit of equal or better specifications, or A full refund of the purchase price.If this issue is not resolved promptly, I will pursue further action through the ************************ (***) and other applicable channels.

  Business Response

  Date: 06/27/2025

  An HP Escalations Case Manager is currently working with the customer towards a resolution, reference active Escalated Case **********.
  Regards, ******.

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23520143
  
  I am rejecting this response because:
  
  Thank you for the response. However, I must clarify that the escalated case referenced (Case #**********) has already been mishandled and ignored by **.
  
  I have repeatedly contacted the assigned supervisor via email and phone, and she has not returned a single message or voicemail. This lack of communication has gone on for a week, and meanwhile ** has extended my estimated repair timeline to two months. 

  I purchased this system for $4,000 and rely on it for my personal and professional work. ** has failed to honor its own warranty language, which promises repairs within a commercially reasonable time. Three failed repair attempts followed by a two-month delay to source parts is not reasonable by any legal or consumer standard.
  
  If ** is unwilling to fulfill its warranty obligations by offering an immediate replacement or full refund, I will proceed with legal action through California small claims court. I am fully prepared to file against ******* and seek recovery for the defective product and breach of warranty.
  
  Please escalate this case to a new case manager or someone in Executive Relations who is willing to respond and resolve this immediately. I will not accept continued silence or delays while my case is falsely marked as being worked on.
  
  Sincerely,
  ***** *****

  Business Response

  Date: 07/03/2025

  ** apologizes for the poor communication and service with this Case.  ************* has been alerted to review your Case for possible corrective action and/or training opportunities.  Customers comments  from this ******************** complaint have been documented and Case Manager alerted to contact the customer as soon as possible in regards to active Escalated Case #**********.
  Regards,******.