Business Profile

Network Computers

HP Incorporated

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Complaints

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

Customer Complaints Summary

2,371 total complaints in the last 3 years.
941 complaints closed in the last 12 months.

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Submit a Complaint

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:03/10/2025
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.
I have a HP Deskject 2752e printer that is giving me an error message (in picture attachement.) The cancel, continue, and information button are blinking. The *** display show 2 "E's" and multiple icons lit. The chat box is not helpful and paying to speak to a *** is absurd. I have automatic ink ***lacement. This all happened within 2 weeks of my black ink cartridge showing close to empty. I wan't this to be resolved free of charge with the equipment I currently have, or send me ***lacement printer, or cancel my ink membership, and refund my money. Thank you. Cordially, ****** ******
Business Response
Date: 03/11/2025
** apologizes for the inconvenience, but we need more information. Please provide the Serial Number for your HP Deskject ***** printer, so we can further assist with your issue.
Please note: Serial number is 10 digits, letter number combination, no dashes or spaces; usually located on the back of the printer/laptop near the bar code.
Regards,*******
Customer Answer
Date: 03/12/2025

Complaint: 23044891

I am rejecting this response because: you were asking for response from me regarding the serial number. Here it is **********. Thank you.

Sincerely,

****** ******
Business Response
Date: 03/13/2025
HP Instant Ink Case Manager has been assigned Escalated Case **********. The Customer will be contacted within 2-3 business days.
Regards, *******
Initial Complaint
Date:03/10/2025
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.
I purchased this HP 6100e ENVY printer on 01/04/2025 from Office Max store #**** at **********************************************. This is an all-in-one printer. The was having a sale and I purchased it. I just opened it out the box on 03/08/2025. I set it up and made four test copies after I checked to make sure everything was in put in right, I restarted it. Now it keeps showing low ink on black and color ink. This is a Rip off. I have not used the printer on any of my work yet and it's showing low ink.product bar code ********** I am not happy with this new printer and it's not right for my printer to be out of ink just by me test printing four copies! ** products are the leading brand, but I just don't understand why are they cheating me out of ink on a brand-new printer?
Business Response
Date: 03/11/2025
** acknowledges the customer's experience, but we need more information to proceed with assistance. Please provide the Serial number for the ** ***** ENVY Printer so we can further assist with your issue.
Please note: Serial number is 10 digits, letter number combination, no dashes or spaces; usually located on the back of the printer/laptop near the bar code.
Regards,*******
Initial Complaint
Date:03/08/2025
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.
Subject: Complaint Against ** for Delayed Laptop RepairCase # ********** I am filing a formal complaint against Hewlett-Packard (HP) for excessive delays and poor communication regarding my HP Chromebook repair. Despite repeated attempts to resolve this, my laptop has remained unrepaired for over five weeks, leaving me without a functioning device.Issue Details Product: HP Chromebook Serial Number: ********** Case Number: ********** Service Order: BVZZ1969-01 Repair Request Initiated: January 30, 2025 Laptop Sent for Repair: February 15, 2025 I initiated the repair request on January 30, 2025, and sent my laptop on February 15 per HPs instructions. Though ** assured me it would reach the service center by March 6, I have received no updates. Over five weeks since my request and nearly a month since ** received my laptop, the repair remains incomplete. The device is under **'s manufacturer's warranty.HPs Failure to ************************ Excessive Delay: My laptop remains unrepaired after five weeks.Poor Communication: ** has failed to provide timely, transparent updates.Failure to Honor Commitments: The delay has caused major inconvenience, disrupting my work and daily tasks.Desired Resolution I request the following from HP:Immediate Repair or ReplacementComplete the repair immediately or provide a replacement.Clear CommunicationProvide a detailed timeline and ensure future transparency.Compensation for the DelayDue to the prolonged inconvenience, I request reasonable compensation.This delay is unacceptable, and I urge BBB to help hold HP accountable. I expect ** to resolve this issue immediately and respond to my complaint.Sincerely,******* *****
Business Response
Date: 03/10/2025
HP Escalations Case Manager has been assigned to new Escalated Case **********. The Customer will be contacted within 2-3 business days.
Regards, *******
Initial Complaint
Date:03/06/2025
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.
Date of complaint: March 6, 2025 I have a 3 MONTH old all in one TOUCH SCREEN ** where the screen is bubbling and the pixels are broken. There is no physical damage as I have not damaged the *** ** support has given me the run around for 3 days with no solutions! They refuse to fix my ** where the issue is not due to damage but a faulty **! I have had multiple calls and cases opened by the support team to promise to call back and escalate the problem to no avail. ** needs to fix this faulty ** ASAP! I would understand and pay for any repair if I had caused it. This is not the case. when the monitor is off, one can see the internal bubbles from the screen lifting from the monitor. This is a touchscreen and this should not occur.HP's proposed solution: As of today they are trying to charge me $599 + tax to fix the *** although it was purchased 3 months ago, is still under manufacture's warranty, and the ** is defective.
Business Response
Date: 03/07/2025
HP Escalations Case Manager has been assigned to new Escalated Case **********. The Customer will be contacted within 2-3 business days.
Regards, *******
Initial Complaint
Date:03/05/2025
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.
Bought a HP printer and was offered 3 months trial of Instant Ink (plus paper as a choice). The paper charge is only under $2 so I added it. It came as a 50-pages box so I canceled it as well as the Instant Ink as I only printer 13 pages. They managed to charged me $5.46 Feb 11 so I contacted them by chat. The person said they never received cancellation charge but will waive the next bill in March. I reluctantly agreed. Yet I just saw the charge on my CC statement of another $5.46. I questioned how can they charge me 50 pages printing when their record showed I only printed 13 pages in one month! I don't like their predatory taking our $$ even tho promised waiving the fee. I just need refund of 2 x $5.46.
Business Response
Date: 03/06/2025
HP Instant Ink Case Manager has been assigned Escalated Case **********. The Customer will be contacted within 2-3 business days.
Regards, *******
Customer Answer
Date: 03/11/2025

Complaint: 23025813

I am rejecting this response because:
HP said will contact me in 2-3 days. I'm still waiting for someone to contact me as status of this issue of 745557714675A. Until I hear some response, NO Progress is made here. This is really NOT rejecting but PENDING Response.

Sincerely,

***** ****
Business Response
Date: 03/12/2025
A new Escalated Case ********** was opened on 03/12/25 and assigned to an Instant Ink Case Manager.
The Customer should be contacted within 2-3 business days.
Regards, ******.
Customer Answer
Date: 03/12/2025
Thanks for handling my BBB case. I didnt understand the differences between Accept vs Reject. When Vendor made a response to get in touch with me yet no response was received, I rejected the reply and said the case should be in pending mode. The gal who answered my call said its now waiting for HPs response. I hope this is the true stage as I noticed my printer is now flashing in Error.

HP has this Ink and/or paper subscription services. Ive cancelled both yet they still charged my CC which is why I asked for refund. How can they ask me to return the ink cartridge as I paid for it? I ordered the cartridge for 50 pages yet I only printed 13 pages in all 2 months. Yet they continued to charged me for 2 months at 50 pages ea. Now that Im finally cancelled this service and they asked me to return the Ink cartridge. Ive paid for this ink cartridge & it could last me 3 months. Why should I return to them simply because I cancelled the service?? This is predator business practice & shouldn't be allowed.

I hope you can help me out.

When I purchased the printer, outside the box printed there is FREE ink for 3 months. Yet when I went to their SmartInk portal, it only offered one FREE month. This is false advertising as well..

Thanks in advance for your help,

***** ****
Customer Answer
Date: 03/12/2025

Complaint: 23025813

I am rejecting this response because:

Thanks for handling my BBB case. I didnt understand the differences between Accept vs Reject. When Vendor made a response to get in touch with me yet no response was received, I rejected the reply and said the case should be in pending mode. The gal who answered my call said its now waiting for HPs response. I hope this is the true stage as I noticed my printer is now flashing in Error.

HP has this Ink and/or paper subscription services. Ive cancelled both yet they still charged my CC which is why I asked for refund. How can they ask me to return the ink cartridge as I paid for it? I ordered the cartridge for 50 pages yet I only printed 13 pages in all 2 months. Yet they continued to charged me for 2 months at 50 pages ea. Now that Im finally cancelled this service and they asked me to return the Ink cartridge. Ive paid for this ink cartridge & it could last me 3 months. Why should I return to them simply because I cancelled the service?? This is predator business practice & shouldn't be allowed.
I hope you can help me out.

When I purchased the printer, outside the box printed there is FREE ink for 3 months. Yet when I went to their SmartInk portal, it only offered one FREE month. This is false advertising as well..

Thanks in advance for your help,
***** ****

Sincerely,

***** ****
Business Response
Date: 03/18/2025
HP Instant Ink Escalations Case Manager is currently working with the Customer towards a resolution, reference active Escalated Case **********.
Regards, *******
Initial Complaint
Date:03/05/2025
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 2/10/2025 I made an online purchase with Best Buy for a HP Officejet 8135e all in one printer. After about a week the printer started to make noises. I went online to Best Buy website to see if I could set up a return but it didn't show the printer at all as it did my other purchases but there was an area where it said returned so I assume that was where the picture of the printer should have been. There was never a return because I still have it. Best Buy told me the return date expired on 2/26/2025 and gave me a number to call ** manufacturer which took me days to try and reach someone to talk to. It is still under warranty so I contact ** on 3/4/2025 and was on the phone for over 2 hours just to be told to take it back to Best Buy when they had already stated they would not except the printer. ** also stated I was still under warranty but I am not getting anywhere by going back and forward with the two of them. I was told that the noise was normal but it is not and they would know that if someone checked it out. If I am still under warranty ** should repair it or refund my money. I asked if they could send me a confirmation to take to Best Buy to show that they said I could return it back to Best Buy but I was told they couldn't send any information showing proof they said it could be returned for a full refund. This is why I'm filing a complaint because I'm still under warranty but getting nothing done and feel that it's not fair that I have a new printer that's defective still under warranty but no one wants to accept it back or do anything about it. I have always purchased ** products but never thought I would have such a hard time trying to either get it repaired or a refund if something was wrong with their product. You give your customers a warranty but you don't honor it. This is not how a business should be conducted or how you should treat your customers when doing business the right way. We are your customers we deserve better..
Business Response
Date: 03/17/2025
HP apologizes for the lack of communication. Customer was assigned a new Escalated Case ********** on 3/6/2025 11:30 AM and is currently working with a Case Manager towards a resolution.
Regards, ******
Customer Answer
Date: 03/17/2025

Complaint: 23022104

I am rejecting this response because:

Sincerely,

***** *******
Customer Answer
Date: 03/19/2025
I have been trying to reach out to ** but I am the one that's unable to speak to anyone. I keep receiving the same email saying I am not responding but leave a voicemail when I call. I was told by ******* if it would be better to respond or communicate by email to reply back in which I did but has not heard anything back from anyone. I would rather communicate by email because I could not understand what he was saying when he left a message. I need to communicate with someone that I can understand but it is very hard to reach or speak to anyone at ** even before I filed this complaint. I always respond back anytime I file a complaint but ** seems to be the most difficult company to settle or come to a conclusion so that we can close this case. I also mentioned that I am ready to close this case so it is not me that's holding up and bringing this case to a close. I would like to know where are the voicemails going to and the reply that I sent. I can also be reached at ************. I am ready to close this case if only I can speak with someone.
Business Response
Date: 03/21/2025
HP apologizes for the poor communication and service with your Case. Notes on Case ********** indicate that Case Manager sent 6 emails that did not receive a response and subsequently closed the Case.
Please confirm the email address: ********************** and the phone numbers: ************, ************ as well as best times to reach you so that we can further assist with your issue.
Regards,*******
Customer Answer
Date: 03/21/2025

Complaint: 23022104

I am rejecting this response because:

Sincerely,

***** *******
Initial Complaint
Date:03/04/2025
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 writing to formally file a complaint against Hewlett-Packard (HP) regarding an issue I am experiencing with my HP OfficeJet Pro 8028e printer. I recently discovered that a firmware update has been implemented that prevents me from using non-HP ink in my printer, effectively forcing me to purchase only HP-branded ink cartridges.When I purchased this printer several years ago from ******, I was advised during the installation process to enroll in the *** ink service. At no point was I informed that future firmware updates would restrict my ability to use third-party ink cartridges. I have now learned that this restriction is due to a firmware update that was installed automatically, and as a result, my printer no longer accepts non-HP ink. This situation was not disclosed to me at the time of purchase, nor was I made aware of the potential consequences of enrolling in the *** service.I have conducted further research and found that numerous other consumers have reported similar issues with their HP printers, yet ** has not addressed or resolved these complaints in a timely or adequate manner. This practice of restricting third-party ink usage is not only inconvenient but also results in significant financial burden, as HP ink cartridges are typically more than twice the cost of non-HP alternatives.I consider this to be an unfair business practice and request the following resolutions:** should provide a solution to enable the use of third-party ink in my printer, either through a firmware update or other means.Alternatively, I request that HP replace my current printer with a model that allows the use of non-HP ink cartridges, free from these restrictions.I respectfully ask that the Better Business Bureau assist in addressing this matter and facilitating a resolution that ensures consumer choice and fair business practices.Thank you for your attention to this matter. I look forward to your prompt response.Sincerely,March 4, 2025
Business Response
Date: 03/05/2025
The customer may please refer to the below links for more information and possible solutions related to this 3rd party ink cartridge issue:

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

************************************************************?

Regards,*******
Customer Answer
Date: 03/10/2025

Complaint: 23019915

I am rejecting this response because I consider HPs Dynamic Security practice to be an unfair, and perhaps illegal business practice. While I was aware that ** would not warranty the printer if I used non-HP ink, I was NOT aware that HP would prevent me from using 3rd party ink. Had I known that I would NOT have purchased this printer. Your document states HP is protecting me and my printer. Since I alone am the owner of my printer, such ownership should NOT prevent me from voiding my warranty by using non-HP ink. I choose to use non-HP ink because of the cost, regardless of whether it will fail to deliver the best results. I therefore object to HP blocking me from using Ink that may indeed ruin my printer.
I am requesting the following resolutions: HP should provide a solution to enable the use of third-party ink in my printer, either through a firmware update or other means. Alternatively, I request that HP replace my current printer with a model that allows the use of non-HP ink cartridges, and is free from DS restrictions, or refund the purchase cost of the printer.
Sincerely,

***** *******
Business Response
Date: 03/11/2025
** apologizes for the inconvenience, but we need more information. Please provide Serial Number for customer's HP ************************* Pro ***** printer so we can further assist with your issue.
Please note: Serial number is 10 digits, letter number combination, no dashes or spaces; usually located on the back of the printer/laptop near the bar code.
Regards,*******
Customer Answer
Date: 03/14/2025

Complaint: 23019915

You requested the Serial Number for my ***** printer. The S/N for my 8028e printer is TH1B93P16S.

Sincerely,

***** *******
Business Response
Date: 03/18/2025
HP Escalations Case Manager has been assigned to new Escalated Case **********. The Customer will be contacted within 2-3 business days.
Regards, *******
Customer Answer
Date: 03/21/2025

Complaint: 23019915

In the last communicaiton with BBB to me, HP promised to contact me within 2 or 3 days.
I received a call from Deva of HP, but could not take the call as I was in a vehicle and unavailable. Deva sent me an email, with a phone number. I have phoned him at least 4 times and he has not returned my call.  The phone answering machine always says he is not available but to leave a message and he will call me back as soon as possible. I have called several times and left a message but have received any return calls from Deva. I received a second email from him telling me he has tried unsuccessfully several times to call me, and if I did not respond back by the next day the issue would be archived. My iPhone service shows NO calls from ** so he did not try to call my number. I both wrote to him and called his number leaving a message imploring him NOT to "archive" the issue, which I presume effectively says the complaint is in limbo. That is not the case whatsoever.
As a result, HP's response was disingenuous. My complaint has NOT been resolved.
I do not understand what is going on. Why he Deva claimed to have returned my calls when in fact he has not done so.
Sincerely,

***** *******
Business Response
Date: 03/25/2025
HP acknowledges the customer's experience, and it is unclear why the Case Manager had difficulties in reaching the customer by phone, but Case Manager and customer connected via email on 03/24/25 and were working out a better time to communicate by phone.
** has shared the recent comments from the customer with the Case Manager and urged contact with the customer as soon as possible.
Regards, *******
Customer Answer
Date: 03/25/2025

Complaint: 23019915

I am formally rejecting HPs response as they have not made any genuine attempt to contact me via telephone since the initial outreach, at which time I was unavailable to speak.
Yesterday, 3-24-2025, ** sent me an email requesting that I provide a time and phone number for them to reach me. In response, I offered two options:
1. Immediate contact, as I was available at that moment.
2. A call after 3 PM CDT 3-25-2025, at the phone number I provided.
HP did not respond to these suggestions, and no call was ever made to me at either of the suggested times. I diligently waited for their call, yet it never came. When it bacame apparant HP was not going to call me, at 4:33 CDT time I personally called the ** representative, Deva, and left a voicemail requesting an immediate callback while I was still available. To date, I have received no response.
Given these circumstances, I firmly believe that ** is deliberately avoiding my calls in the hope that I will abandon my complaint. Their claim to the BBB that they are actively trying to contact me is false. However, I want to make it clear that I will not simply go away. HPs approach to this matter is counterproductive, as there is no benefit to their continued lack of engagement. HP should be embarassed at the way customers are treated.
At this stage, after my repeated attempts to reach an amicable resolution, I am relying on the BBB to apply pressure on ** to take meaningful action. If this matter is not resolved by the end of this week, I plan to escalate my complaint to one or more consumer protection agencies including:
1. ************************************ (****) for deceptive sales practices.
2. ************************ (***) for deceptive business practices and unfair competition.
3. Texas Attorney Generals Office, **************************** for misleading sales practices.
I appreciate the BBBs ongoing assistance and sincerely hope that this matter can be resolved promptly.
Sincerely,

***** *******
Business Response
Date: 03/28/2025
According to the notes on 03/26/25, the Case Manager was able to reach the customer by phone and explain HP's position concerning the 3rd party ink cartridges.  ** is aware that Customer disagrees with our security measures that block non-HP ink cartridges. The reason this was implemented was because for many years the ink being used in the 3rd party ink cartridges were damaging HP printers,causing clogs and leakages due to the lack of consistency of the ink and resulting in printers being replaced due to the damage. ** took measures to protect the printers from being prematurely damaged and protect the integrity of its products.
Regards,
*******
Initial Complaint
Date:03/03/2025
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.
Got approved for all in one plan with printer which was shipped by ***** on February 21 took 9 days it was supposed to come says hp *** which I never got. That day the package wasn't received. Contacted ** and ***** they both playing phone tag with multiple lies with stating just make new account which was odd as like it didn't matter it was lost. So today I called ** since got email saying activate printer but never got printer so I called and they lied said they would help get new printer well they didn't help and cancelled my current account so now can't get a printer cause error messages online when submitting it.
Business Response
Date: 03/05/2025
A new Escalated Case ********** was opened on 03/04/25 and assigned to an HP Escalations Case Manager.
The Customer will be contacted within 2-3 business days.
Regards, *******
Initial Complaint
Date:03/03/2025
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 a complaint against ** for failing to resolve a warranty-related issue with my locked computer. Despite multiple attempts to seek assistance, ** provided only ineffective and costly solutions, leaving my device unusable while I continued paying subscription fees.I was locked out of my HP computer while it was still covered under warranty. I reached out to ** technical support, expecting assistance in resolving the issue. However, rather than offering me various solution. The only solution provided was to purchase a subscription service, which I did in good faith, believing it would lead to a resolution.While my computer was under warranty, I was locked out and contacted ** support. Instead of offering a replacement or alternative solutions, the only option presented was to purchase a subscription, which I did. However, ** was unable to resolve the issue because I didnt have a second working computer. I was later advised to purchase an HP-branded USB recovery drive. When I called back a month later, a different tech analyst informed me that ** does not sell a designated USB drive and told me to buy one from a retail store. This method also failed.I was able to download Windows 11 but couldnt transfer the necessary files to my HP computer. Meanwhile, I continued paying for *** subscription service, yet no one followed up to resolve my case. My subscription expired four months ago, and my computer remains unusable.Resolution Requested:1. Refund of Subscription Fees I paid for HPs services without receiving a solution and request a refund for the time my issue remained unresolved.2. Computer Repair or Replacement I expect ** to provide a working solution or replacement, as my device was under warranty when this issue began.3. Improved Customer Support ** failed to follow up or provide multiple troubleshooting options.HPs failure to assist me has been frustrating and costly. I hope the BBBs involvement will lead to a resolution.
Business Response
Date: 03/05/2025
A ************************* Representative has been assigned Escalated Case **********. The Customer will be contacted within 2-3 business days.
Regards, *******
Initial Complaint
Date:03/03/2025
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 Feb 12, 2025, I failed to buy a computer with hp gift cards. l contacted ** and later I found all my unused physical cards cant be checked balance on ****** with error information. It involved 16 physical gift cards (total amount $2350) purchased in *********************** 2015 and 2017 when I was living in **. I moved to ** since 2019 but my ** account was always active with current address. All gift cards are always in my possession and sealed until I found the issue to check them. ** gift card should have no expiration date. I tried to call ** gift card service during the weekend and following Monday but I cannot reach right person even several numbers ** agents gave me. I contacted ** and sent all related order numbers to ** email representative. Later, I was requested to submit all gift card numbers and pins. To solve the problem ASAP, I followed the instruction to file a claim at ** Unclaimed Property website (Claim ID *********** on Feb 17. On Feb 18, ** unclaimed property administration sent me detailed information include all unclaimed properties under my name and address, there is no ** payment at all. I updated HP with email instantly. Last Monday, I sent another email to ask the progress and I got reply on Wed and was told I should go to DE unclaimed property website because 1 card was sent to DE. I have never lived in DE and have never made any purchase with address in DE. I went to DE unclaimed property website but I cannot find any unclaimed property under my name and address. I sent the screenshot to ** with email on Feb 26. After that, no any update and communication from **. No matter where I live, ** or **, my HP account address is always current. I will submit all original order emails. ** unclaimed property payment detail and emails between me and **. I need my money back that should be under protection of Fair Trade Act. ** cannot just take them away without my knowledge like nothing happened. I already waste so much time on this issue.
Business Response
Date: 03/04/2025
** Shopping Case Manager has been assigned Case **********. The Customer will be contacted within 2-3 business days.
Regards, *******

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