Complaints

This profile includes complaints for HP Incorporated's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  HP Incorporated

  1501 Page Mill Rd MS 1247 Palo Alto, CA 94301-1112

• 

  HP Incorporated

  PO Box 10501 Palo Alto, CA 94304

• 

  Hewlett Packard

  110 13575 Commerce Pkwy Richmond, BC V6V 2L1

• 

  Hewlett Packard

  P. O. Box 281474 Atlanta, GA 30384-1474

• 

  Hewlett Packard

  P.O. Box 100886 Atlanta, GA 30384-0886

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: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.

   
  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: 07/02/2025

  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,*******

  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:06/28/2025

  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.

   
  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: 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,*******

  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:

  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.

   
  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,
  ***** *****

  romptly, 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, ******.

  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,******.