Complaints

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

close

Find a Location

HP Incorporated has 72 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  HP Incorporated

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

• 

  HP Incorporated

  PO Box 10501 Palo Alto, CA 94304

• 

  Hewlett Packard

  420 Mountain Avenue P. O. Box 6 Murray Hill, NJ 07974

• 

  Hewlett Packard Company

  45 BARNWOOD CT FLORENCE, KY 41042-9110

• 

  Palm, Inc.

  3423 Southpark Pl # A Grove City, OH 43123-4828

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:04/11/2025

  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.

  $700 COMPUTER STILL UNDER WARRANTY HAVING ISSUES WITH MOUSE 3 TIMES THHEIR TECHS TOOOK CONTROL OF MY COMPUTER TO RESOLVE ISSUES ALL MADE IT WORSE NOW MOUUSE REALLY IS WACKY ALL GOOGLW SAVED PASSWORDS NO LONGER APPEAR ALTHOUGH STILL ON COMPUTER ARROW FREEZES UP THEIR RESOLUTION NOW IS FOR $45 PLUS SHIPPING THYE WILL SEND ME A FLASH DRIVE TO RESTORE OR SOMETHING WHY SHOULD I HAVE TO PAY PLUS WOULD HAVE NO IDEA HOW TO THAT WHY DON'T THEY SENT ME A BOX TO SEND BACK TO THEM FIX AND RETURN am 80 years old not computer savy

  Business Response

  Date: 04/14/2025

  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, *******

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23193985
  
  I am rejecting this response because:I HAVE NOT HEARD FROM THEM AND DO NOT KNOW WHAT THEY ARE GOING TO DO ABOUT MY ISSUE
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 04/16/2025

  Case Manager was able to contact customer on 04/16/25 after there were some issues with customer's phone.  Case Manager set up a repair Order #BXBZ9608-01 to address customer's issues.

  Reference active Case 5141615614.
  Regards, ******* 

  Customer Answer

  Date: 04/17/2025

   
  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:04/11/2025

  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 11/4/24 I purchased a HP tower with dual monitors, keyboard and mouse. I also purchased a 3-year care support package that included on site hardware repair or replacement. The computer was delivered. There was a problem with the monitors not working an I had to get tech support involved. ** sent a missing part they left out when the packaged was shipped. The computer stopped turning on 4 weeks ago, I have called tech support numerous times, and they want to send a box to send the computer back, I told them I purchased a care support package which was recommended for my business needs. Yesterday several boxes were delivered, I am not supposed to have to return anything to ** I purchased a package that includes on-site support for 3 years. When you call tech support you have to wait several hours for help, and you get transferred to several people and you have to keep repeating the issue. My business has suffered because of this issue with **, it's not ethical and fraud to have me pay for a contract for product support and they do not honor it. The computer is not 6 months old and not working.

  Business Response

  Date: 04/14/2025

  Customers comments have been documented and Case Manager alerted to contact the customer as soon as possible in regards to active Escalated Case #***********.
  Regards,******.

• Initial Complaint

  Date:04/10/2025

  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.

  The date of the transaction was August 17, 2023. They charged me $916.04 for a faulty laptop. My laptop gives me a blue screen and resets about 2-4 times every time I use it. I bought the warranty and have been using it to have tech support try to resolve the issue. I have spent 8+ hours on the phone with them over multiple occasions and they keep doing the same thing. Running tests for issues, not finding anything, and then proceeding to delete and redownloading the *** I have done this 3-4 times and it has never worked. I have been asking to talk with supervisors requesting help or turning the laptop in for them to inspect and fix it, but they always refuse. They insist I call tech support again to go over the same tests and deleting and redownloading the *** I have no more time to waste on the matter and am requesting a replace, but preferably a refund at this point.

  Business Response

  Date: 04/14/2025

  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:04/10/2025

  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.

  On November 21st I ordered a new laptop for my mother for the black Friday sale for $636.83. By December 9th after using the laptop twice, the laptop spontaneously factory reset and then refused to turn on.Over the course of the next three months I called ** technical support, interacted with their chat bot, and sent several emails to three different email addressed provided by the ** chat bot on ** store. I failed to get through to a single human agent because the ** on the phone couldn't understand my serial number and said my email and phone number provided (on the successful order email screenshot and all following screenshots) were not connected to an order. Because the bot couldn't "verify" me they hung up multiple times. Just disconnected the call. I repeatedly tried three different phone numbers with the same result with the caveat that one time they asked for a serial number and after 7 attempts the bot still couldn't recognize the serial number because it kept thinking the * was a P. After receiving no response to my 4 emails and 7 phone calls within the 30 day return window I kept trying. Finally, I told the ** bot this was fraud on my 17th call on April 1st and I magically got through to customer support. *ustomer support first told me they were getting a return label ready for me then all the sudden the call was disconnected. When I called the same number back I was on hold for 1.5 hours then got a second ****** and he said that the first ****** was wrong and he needed to transfer me to technical support. After 7 people and three departments with 4 different disconnections I finally got ****** who gave me a case number. This was escalated to Nove a case manager and after first offering me a partial refund she then asked for my documentation. After giving her screenshots of all the call attempts and emails, she called back 5 days later and then today contacted me and said that they couldn't "verify" my evidence and offered zero help beyond a "repair"

  Business Response

  Date: 04/14/2025

  ** has shared these most recent comments from the customer with the Case Manager and urged contact with the customer as soon as possible.
  Reference active Case 5140912717.
  Regards, ******* 

• Initial Complaint

  Date:04/09/2025

  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.

  10/29/2024 I paid HP $216.66 for a computer repair. The box was sent to them. They gave me an order number: BVXS8735 & a case number: **********. ************** 11/11/2024 I contacted them and they kept on transferring the call to different departments. One person spoke to me as if I had stolen the computer and refused to give me any information.************** 11/22/2024 called again and it was a repeat of the same as of 11/11/2024. ************** 11/29/2024 spoke to Yosh ************. He said they had to send an info request and that someone would call me re the status of the computer. 12/16/2024 Called again. No info. Someone will call you back. Again, no info,01/13/2025 Called again Soke to Shaza No info *************. Spoke to ******* ***** He said I needed to send an email to: *************************** This is to the escalation department. We have not received the computer. They said they sent it via ***** on November 5th and that it was delivered on Nov. 6, 2024. They delivered to the wrong company. We never received the computer. From this date and until yesterday we have been trying to solve this issue. By getting our computer or a replacement. Computer cost $2,177.50. The amount of calls on a daily basis, emails and still no computer. I went to ************ said ** has to track the *** Not me. Now they are saying they never received our computer. We paid for the repair with my AMEX card, plus they sent me a ***** form that it was delivered. It is **'s responsibility to fix and return my computer.

  Business Response

  Date: 04/10/2025

  The ***** tracking number 412167856870 that the customer provided is for a repair box that was delivered to the customer Wednesday, 11/6/24 at 1:20 PM by the ************** for Order #BVXS8735-02.  Does customer have the ***** return tracking number confirming the shipment of their HP ENVY 34 inch All-in-One Desktop PC 34-c1000 back to the **************?  The notes on Escalated Case 5140325205 and repair Order BVXS8735 state that the unit was never sent in for repair. The ***** return label provided by the HP ************** (***** #************) for the capture of the unit for repair indicates no movement.

  Regards,
  ******

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23183313
  
  I am rejecting this response because: I am writing to formally reject your offer regarding the missing computer that was supposed to be delivered by HP. The computer was received by **, but it was never delivered to us. If the item was lost or stolen during the process, it is your company's responsibility to either return the unit or provide us with a replacement.
  ** has positioned itself as a reputable company, yet the ongoing lack of resolution reflects poorly on your commitment to customer service. This situation has resulted in significant disruptions to our operations, and we are still without the computer that was rightfully ours.
  Please be advised that I do not accept the current offer as it fails to address the core issueHPs failure to deliver the computer to us. We expect a solution that involves either the return of our original unit or the delivery of a new one.
  The situation has been an ongoing source of frustration, and we have kept detailed notes reflecting the numerous attempts to resolve this matter. I trust you will take this seriously and work to resolve it promptly.
  Thank you for your attention to this matter.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 04/15/2025

  Based upon an investigation of Case #********** & 5140497997, customer did NOT use ***** return label 417906417028 sent by the ************************* but instead used ***** 796952913984 which was delivered to an address in **********, ** on 11/05/2024 1:05 pm.  The correct address for the ************************ is **********************************
  ******************  Can customer please confirm the address in **********, ** that was on ***** label 796952913984 which was used by customer?

  Regards,
  ******

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23183313
  
  I am rejecting this response because: I received a call on Thursday with yet another offer of $25.00 for a computer that was never delivered to us. I am requesting either a replacement for the missing computer or a full reimbursement of the amount paid. This situation has been handled unprofessionally. They withdrew funds from my company but failed to follow through on returning the office computer, which is unacceptable.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 05/01/2025

  The ************** claims that they never received the computer in question.  The ***** tracking number 412167856870 provided by the customer is for a box delivered to the customer, not a delivery to our **************. 

  This is the package details for the box under ***** tracking number 412167856870:

  Package details
  Weight 1 lbs / 0.45 kgs
  Dimensions 36x23x11 in.

  If customer has a tracking number for the package actually sent to our **************, please provide it.

  Regards,*******

• Initial Complaint

  Date:04/08/2025

  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.

  This site closed me down before I completed what I wrote and, of course, every word was lost. I have prepared a nine-page presentation about the entire case. I am not going to ****** again with the fluky dysfunction that anyone who deals online with any sort of issue, no matter how critical or important it may be, must risk and hope that by some miracle, it will be handled with justice. I am not a young man with disabling conditions and have lived through far too much horror in my life. Read the presentation; it tells the whole story completely. I am a published writer in three languages and if anything, I am "painfully honest," as the presentation will reveal; nobody will question me on that.This tells the whole story from start to finish:Presentation of a fraud about failed delivery of HP Order H363125758 on 04/04/2025 ********************************

  Business Response

  Date: 04/10/2025

  An HP Store 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:04/08/2025

  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.

  Purchased a laptop made by ** still under warranty. The laptop doesn't connect to my home intermet. Hp connected me to a specialized department in ****** that was to contact me back. The department never called back. ** has gave me the run around on fixing the laptop. All I am asking for is for the laptop to be fixed or a comparable laptop replacement.

  Business Response

  Date: 04/10/2025

  Customer already has an Escalated Case open. Case Manager set up another troubleshooting session with SmartFriend tech on 04/09/25.  Customers comments 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: 04/10/2025

   
  Complaint: 23177326
  
  I am rejecting this response because: when you try to call the complaint specialist she is unavailable. I have requested a phone call to the last department I spoke to and she transfered me to a supervisor which isn't the last department I spoke to.  I was suppose to get a phone call back from them last week and i haven't gotten that phone call. I am getting the run around until my warranty expires. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 04/11/2025

  Case Manager responded to customer's email on 04/11/25.  Case Manager has set up repair order #BXBY6545-01,

  Reference active Case 5140832009.
  Regards, ******* 

• Initial Complaint

  Date:04/08/2025

  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.

  4/4/2025 at 9:45am I placed an order for laptop bundle with ******. My credit card was charged $318.74. At 5pm I received a cancellation email from ****** stating they are still shipping the keyboard and mouse, but the laptop was cancelled. There was no reason given. I did not see the email until Monday morning (4/6).I called customer service and was told it was cancelled likely due to low inventory. The laptop was still for sale on the website. Another *** told me the order was cancelled because the price was incorrect and that ** has an hour to make this determination and will email the consumer. This did not happen. I escalated and received a call back later in the day with a more senior CSR saying the same thing. There was an error in the price and ** cancelled the order. by this point, the original price of the laptop had increased. I was told I can purchase the laptop separate, at the inflated price and for my trouble they would take 10% off the current price. Over 7 hours passed from the time my credit card was charged to the time they cancelled the order. The *** said my only option for recourse is to buy the laptop, at the new price, and they will discount 10%. They made almost $55B in revenue last year and are causing the consumer to suffer for HPs mistakes.

  Business Response

  Date: 04/09/2025

  ** Store Case Manager acknowledged the price error on the ** online store for the product the customer ordered under **********.  Case Manager offered, and customer accepted, another product under H363194320 and product was delivered Tuesday, 4/8/25 at 10:30 AM ****** Tracking ID: *************

  Regards,
  *******

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23176710
  
  I am rejecting this response because:

  The laptop received is the EXACT laptop (same SKU) that was cancelled at the lower price. So, yes, I received the new laptop, but I had to pay the inflated price because ****** cancelled the original order. Then told me, I could still buy it, with a 10% discount off of the increased price. Price on Friday (4/4); $299 as a bundle, without the bundle $599. Price on Monday (4/7): $619.99.  

  BAIT AND SWITCH is not acceptable and should be illegal. I needed a laptop and was held me hostage in order to get it in time. So, yes I received a product, at an inflated price, which is why I filed a complaint and am requesting a partial refund. 

  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 04/16/2025

  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,*******

  Customer Answer

  Date: 04/18/2025

   
  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.
   
  
  *****

• Initial Complaint

  Date:04/07/2025

  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 detail of my complaint below. I have lot of emails that i have had with HP. How do i upload so many emails. Can you please connect me with someone i can talk to. I am in *****. My phone number is ************
  
  The saga began when my HP laptop started malfunctioning. Frustrated yet hopeful, I reached out to HP Customer Service and was connected with *** ****, a representative who assured me that the warranty would cover the repairs. They promptly picked up my laptop and transported it to their service center in Texas on May 28th, 2024.
  
  My HP laptop had problems and was covered under warranty.  After my phone conversation with HP Customer Service Rep *** ****, HP picked up my laptop for repairs and received it at their service center in Texas on May 28th 2024.  *** **** from customer service told me that I will receive my laptop within 5 to 10 Business days.
  
  I was to travel to ***** to take care of my bed ridden niece and my 84 year old sister. Based on my conversation with *** ****, I booked my flight for ***** for June 13th 2024.
  
  I believe, on June 1st, ***** from HP service center called me, He took my permission to delete all data from my laptop so he could do further testing.  ***** told me that I will get my laptop probably by June 5th 2024. I also have HP email confirming delivery of my laptop by June 5th 2024.
  
  After a few days, I called the service center and spoke to ***** (don't remember the date) to check the status of my laptop repairs. since I had not received the laptop.  He told me that HP is waiting to get parts from ***** and that HP couldn't commit to a date.
  
  By now, I had left multiple messages for *** *** to tell her I was scheduled to fly on June 13th. That my sister isn't well and I need to take care of my bed-ridden niece. *** **** never responded to my voicemails and emails.
  
  As my travel date was nearing, every single day i called to check the status from HP support in the hopes of a positive response.  However, no one gave me a clear answer.
  
  On June 12th, I called HP support center and fortunately ********* picked up my call.  He told me that they were waiting for the part.  I explained to ********* my travel limitations and the fact I had not heard back from *** ***.  ********* was kind to escalate my concerns to ***'s department and asked them to get in touch with me. 
  
  I kept changing my departure dates and kept calling HP Tech support for status.  Finally, *** **** got in touch with me after **** sent her a note.  Both, **** and ********* had escalated my concerns.
  
  Finally, *** **** responded to my email and apologized profusely.  In the email exchange with ***, I told her that the tech department does not know when the part will be arriving, and i can't wait any longer.  That, at this point, the only option I have is to buy a new laptop and get a refund.  She asked me if i had a receipt.  I responded yes.  *** **** asked me to send her my receipt and that she will work on the refund.
  
  For a while *** told me she could not open the attachment. I requested **** to send the attachment to *** since he was able to open my attachment. **** forwarded the attachment to *** and she was able to open the attachment with copy of my receipt.
  
  When i spoke to ***, She never told me that she can't get the refund, nor did she stop me when i told her i will be leaving for my travel on the June 20th.  With *** ***'s commitment, i changed flights to depart on June 20th and bought the new laptop the evening before i left, i.e. on June 19th.
  
  I left for ***** on June 21st.  After my return, i sent an email to *** *** asking her when and how will the refund be coming to me? First, *** never responded.  Finally she told me that they will not be giving me the refund and that i can get $75 coupon.
  
  I was shocked to hear the change in the direction because i had now spent the money to buy a new laptop.  I told her i want to escalate the issue.  After multiple emails i got to speak to Ms. ***** ** ******* in escalation department.
  
  *** **** sent me an email telling me that they had sent the laptop to my ** address on file.  I understand HP tried to deliver the laptop on June 28th 2024.  However, per my communication with *** ***, she was aware that I had confirmed my departure for June 20th and flew from *** on June 20th. 
  
  Despite HP’s delays and all the proofs of my communication with the customer Service Rep *** ****, HP is denying me the refund and telling me they can send me my laptop.
  
  I have sent emails and messages on LINKED IN, to ******* *****.  However, he has never responded to my emails.  The message gets forwarded to Ms. ***** who is using excuses to deny me my refund.
  
  HP is offering to send me the laptop in *****….something that will cost an arm and a leg import duty and something I don’t need since I have bought another laptop because HP representative took my receipt and told me she will work on the refund.
  
  Please help me get my refund in the amount of $***.** (purchase price) of the lap top that HP did not return in time for me.
  
  Thank you 
  
  ******** ********
  
  

  Business Response

  Date: 04/11/2025

  HP apologizes for the missed opportunities and miscommunication from recent Cases ***********************).  At this point, HP needs to obtain a valid ship to address from customer for any further actions or resolutions.

  Regards, *******

  Customer Answer

  Date: 04/25/2025

  First, 

  PLEASE DO NOT GIVE CREDIT TO HP WITH THEIR RESPONSE.  

  Here is a summary of my response that i had sent you.  This i captured from the AI Copilot..not sure why i can't find my original detail in my email.

  "The Better Business Bureau notified you about a new message regarding complaint #********.

  You expressed frustration with HP's response, stating it is similar to previous communications and that HP is avoiding responsibility.

  You mentioned that ***** ** ******* has been asking for your address in ***** for a year to deliver a laptop that has been with HP for a year.

  Despite providing proof from *** *** about a promised refund, HP has not delivered the repaired laptop on time and recreated reported problems.

  You believe there is no resolution other than the promised refund and advised not to trust HP."

  Business Response

  Date: 05/05/2025

  Customer was traveling to the US with an ***** purchased computer. Prior to arriving in the US, customer worked directly with our ***** support team and was not happy with the results.
  
  April 16, 2024: Unit is out of warranty
  May 20, 2024: Customer was offered compensation to the HP store, and was told she may need to check with a local store for repair – customer denies as she wanted to purchase a new laptop
  May 22, 2024: Customer requests a new unit replacement, which is not an option. A service repair could be arranged. ETA of 7-10 days depending on part availability, however, not guaranteed (***** unit in US)
  May 28, 2024: Unit received at the Service Center – motherboard, fan replaced
  June 10, 2024: Seeking customer agreement to reinstall MS Office
  June 15, 2024: Customer returns to ***** – customer is demanding a refund
  Sept. 05, 2024: Customer requests repaired unit be shipped back to ***** – unable to obtain a valid ship-to address
  
  Since the customer is back in *****, *** Executive Escalations Customer Managers will reach out to the customer to address her ongoing concerns.

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

  Customer Answer

  Date: 05/09/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  HP is making up stories and giving wrong information.  Please see below for detail.  I need to forward you emails to show you proof that HP is not telling the truth.   Please give me an email address where i can forward the emails to show you proof of my response. 

  Customer was traveling to the US with an ***** purchased computer. Prior to arriving in the US, customer worked directly with our ***** support team and was not happy with the results.
  
  April 16, 2024: Unit is out of warranty
  I had escalated my issues in HP to their top bosses in *****, before I escalated the issue in US.  The issues were reported to HP ***** way before April. I will send you all the emails to prove my claim and the fact HP is not hiving a true picture by saying ‘customer was not happy’ 
  
  May 20, 2024: Customer was offered compensation to the HP store, and was told she may need to check with a local store for repair – customer denies as she wanted to purchase a new laptop
  This is Total Lie.  There is nothing of the sort.  I am now confident that HP is a company that lies day in and day out.  If I was out of warranty, why did *** Kaye (customer Service Rep) agree to pick up my laptop for repair?  How did HP identify all the problems as I reported except the key board which was sporadic.  Why did HP have to order the mother board ?  
  I have documented emails showing why I had to keep escalating my issue.  The worst is HP representative C. R. ***** ***** in ***** (********) who spoke to me on Saturday April 12th, has all the emails of my conversations with HP support in *******, *******, *****, and in USA.  He himself said they had ordered a speaker in ***** but I rejected to take that because HP support did not agree to my laptop heating issue and told me that I could use it on a desk.  That is when I told HP ***** that I did not pay the money for desktop and that I need to use a laptop as it is supposed to be.  I escalated all the issues in US and had sent all the email conversations to *** Kaye who agreed with the issues I had faced and hence got the laptop picked up for repairs   
  
  May 22, 2024: Customer requests a new unit replacement, which is not an option. A service repair could be arranged. ETA of 7-10 days depending on part availability, however, not guaranteed (***** unit in US).  
  I never asked for the new unit replacement.  The unit was picked up for repair and received by HP on May 28th and they found all the issues.  So how could I ask for replacement of the unit on May 20th ?
  I was told nothing more than the fact the laptop will be fixed with in 7 to 10 business days Why was I not informed of no guarantees about time frame and ***** unit in US?
  I will forward to you the email that lists each event and timeline.  
  
  May 28, 2024: Unit received at the Service Center – motherboard, fan replaced
  Once again, HP is making up their story, but I have email communictoin that HP was waiting  for Motherboard from *****…..that is Motherboard was ordered by HP support in Texas after May 30th or May 31st, I don’t remember.  You can confirm this with the service center people **** ******, *****, and ********* *******.  The reason the delivery of repaired laptop was delayed is because HP had to get the mother board from *****.
  
  June 10, 2024: Seeking customer agreement to reinstall MS Office
  Where did this date come from?  Support in Texas, more specifically ***** called in end of may to seek permission to delete all my files so he could do some testing.  It is after this testing they realized that they need to replace the motherboard. There was nothing about reinstalling MS office.
  
  June 15, 2024: Customer returns to ***** – customer is demanding a refund
  Wow!  Where are these dates coming from?  Repeatedly they have been told I took the flight  on June 20th.  I have proof of my departure on June 20th from New York.  These dates are stated even in my email communications.  My original departure date was June 13th, I changed it to June 15th and then to June 18th and finally left on June 20th after communication with *** ***** about refund.
  
  Sept. 05, 2024: Customer requests repaired unit be shipped back to ***** – unable to obtain a valid ship-to address
  I never requested the unit be shipped to *****.  I refused to accept the Unit shipped because I was promised refund which is why I purchased a unit at Best Buy on June 19th, a day before my departure for *****
  
  Since the customer is back in *****, *** Executive Escalations Customer Managers will reach out to the customer to address her ongoing concerns.
  I am shocked to see how much lies HP can build on.  Fortunately I have all the documented evidence of my communication that I will forward to you.  I will need some time because I am unwell and have been advised complete rest.  
  
  ALL I  CAN SAY AT THIS TIME IS HP SHOULD NOT BE A COMPANY IN BUSINESS BECAUSE THEY HAVE TRAINED LIERS SITTING AND WORKING IN THEIR COMPANY IN US AND *****
  I DON’T WISH TO DEAL WITH HP ***** EITHER BECAUSE I HAD GONE ALL THE WAY UP THE CHAIN IN ***** TO ADDRESS MY ISSUES. I WILL FORWARD THOSE EMAILS TO YOU AS WELL.  SO THE PROOF IS IN HE PUDDING.
  
  Sincerely,
  
  ******** ********

  Business Response

  Date: 05/16/2025

  HP apologizes for any inaccuracies supplied by the Case Manager's notes and regrets that customer's Case could not be resolved while customer was in the United States.  However, since the HP team in ***** has taken over the customer's Case all future correspondence should be directed towards HP *****.

  Regards,
  HP Inc

   

  Customer Answer

  Date: 05/21/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  

  HP apologizes for any inaccuracies supplied by the Case Manager's notes and regrets that customer's Case could not be resolved while customer was in the United States.  However, since the HP team in ***** has taken over the customer's Case all future correspondence should be directed towards HP *****.
  
  HP’s apology is meaningless.  Since I have given you proofs contradicting their position, HP is apologizing.  Lack of competitive staff does not mean Customer will suffer. 
  

  If *** **** made a mistake and took my purchase receipt clearly stating she needed it for the refund, that is not my issue.  I bought the lap top only after she received the my purchase receipt which was forwarded to her by HP Tech Support employee **** *******.

  If *** *** did not tell me that it could take longer than 5 to 7 days or 5 to 10 days, (whatever make be the case ) to get the repair and testing done, that is not my problem.
  In any event, there is no taking over of the case in *****.  The issue is with HP corporate.HP corporate took my laptop for repair and all my communication before and after has been with HP in US.  Their individual in ***** was representing HP Corporate.  I am not going to deal with HP ***** for resolution.   HP corporate has messed up my case and is making me sick with their continued emails and then this apology.   I will continue to fight this case legally, if I have to, with HP corporate.  Each email from HP is full of lies and raising my Blood Pressure.

  
  ***, even their representative in ***** has repeated lies in his email.  It is huge email and I don’t have energy to respond to that email since I am still recuperating from my high fever and weakness.

  I will send you some more emails to show you that telling lies is no issue for HP,

  Thank you
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:04/07/2025

  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.

  We are waiting for our $125 coupon code 4 months since ****** the escalation manager told us he would get a case manager assigned since they would be the ones that would get that could to us in an email but so far no one contacted us. This is not how long it should take to do something that simple. So we're going to ask again lets get it done without so many complaints on the same subject.

  Business Response

  Date: 04/09/2025

  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, *******

  Customer Answer

  Date: 04/12/2025

   
  Complaint: 23173776
  
  I am rejecting this response because: until we are contacted which originally we been waiting a few months and weren't we are going to keep the complaint open. The best time to email first as inially requested so we can converse and set up a phone time to converse if needed to avoid a phone tag game which leads to no results. If the new case manager perfers to settle this by email that's fine also. When the objective is reached I will be more than happy to respond favorable on the BBB and thank the party that accomplished this.
  
  Sincerely,
  
  ******* M

  Business Response

  Date: 04/15/2025

  According to notes in Case **********, Case Manager attempted to call customer on 04/10/25 and 04/11/25 by phone and 04/09/25, 04/10/25, and 04/11/25 by email with no response from customer so Case Manager closed the Case.

  An HP Escalations Case Manager has been assigned to new Escalated Case 5141613875 to address the customer's concerns. The Customer should be contacted within 2-3 business days.

  Please confirm that this is the correct email and phone number for contact:

  ********************************

  **************

  Regards,*******