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 Company - Sales & Support Office

  11003 Bluegrass Pkwy Ste 500 Louisville, KY 40299-2394

• 

  Hewlett-Packard Company - Sales & Support Office

  4600 commerce crossings Louisville, KY 40229

• 

  Hewlett Packard

  3743 W. University Ave. Gainesville, FL 32607

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:02/19/2025

  Type:Sales and Advertising 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 originally sent my ******* Package Rebate forms for two laptops on April 17, 2024. I received a reply from **************** on July 16, 2024 informing me confirming that my information on the rebate forms was correct and that they were processing the request. I was supposed to receive an email confirming that my check had been sent within 5 business days. Days went by and I did not receive anything in my inbox. I followed up on October 11, 2024 asking for a status update and did not receive any. It has now been over 7 months since I was supposed to hear back on them sending over my rebate and I am highly disappointed that ** is not fulfilling its rebate policy that was offered to it's clients when purchasing a laptop (false advertising).

  Business Response

  Date: 03/05/2025

  ** apologizes for the lack of communication.  A new Escalated Case was created on February 26, 2025 with our ************** Pack team.  Case Manager has been notified to contact the customer as soon as possible.
  Reference case **********.
  Regards,******* 

• Initial Complaint

  Date:02/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried talking with customer service to help with my HP Printer but they are saying it is a hard fix. I cancelled my instant Ink Subscription and bought normal ink which I did not know wouldnt work on my computer. I work from home and this has caused a damper on mine and my IT techs today for work. I dont know what to do but I would like it fixed and no one is helping. I looked it up on ******* and it says to factory restart the printer but now I am stuck because I do not have the original ink carts to restart my printer. HELP!

  Business Response

  Date: 02/24/2025

  ** apologizes for the inconvenience, but we need more information. Please provide Serial Number for HP printer or ********************** subscription number and any related Case numbers so we can further assist with your issue.

  Please note:  Serial number is 10 digits, letter number combination, no dashes or spaces; usually located on the back of the printer/laptop near the bar code.
  Regards,*******

• Initial Complaint

  Date:02/19/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 in May, 2024. Significant Print quality problems began in August, 2024. **************** took more than a week to decide to replace the printer. Cost me a month of income. New printer received in October, 2024. Significant print quality problems immediately. **************** took another week to decide to send fresh ink, which arrived 2 weeks later. 3 more weeks of lost income. Fresh ink arrived, no different that what I had been using (which was included with the printer), and seemed to solve the problem, but now February 1, 2024, a whole different print quality problem begins and I've been on chat hold and spoken with 8 different **** over the past 4 days (more lost income). Now they've sent me a message saying that my question has been answered, but here I sit,, with no resolution and a printer that doesn't print.

  Business Response

  Date: 02/24/2025

  A new Escalated Case ********** was opened on 02/20/25 and assigned to an HP Escalations Case Manager.  
  The HP Escalations Case Manager is currently working with the Customer towards a resolution.
  Regards,*******

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22963119
  
  I am rejecting this response because: they are trying to make me return the ink cartridges that I BOUGHT MYSELF.  They have disabled my printer just because I ended my enrollment in InstantInk - - which I did because I never received any ink and always had to buy it myself.  They absolutely should not be able to disable a printer for ANY reason, least of all because you don't want to take part in a scam for ink.  Furthermore, they sent a replacement printer which is also not printing properly.  I've asked for a refund and they've refused to give it to me, and this is the 3rd printer in 10 months.  Terrible customer service and they don't stand behind their product.
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 03/04/2025

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

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 22963119
  
  I am rejecting this response because:  I continue to get emails from them saying they've tried to contact me, but I have never received a call from them.  If I knew how to send you a list of my incoming calls to prove it, I would do so.  "****" has never called me, nor has anyone else from HP.  I have called him in response to these emails, only to have to leave a message.  Then he sends me another email saying he just tried to call me, but my phone is IN MY HANDS, it is 100% charged, the ringer is on... and nothing.  He also sends emails saying that no refund is possible, but how on earth can that be?  A company that doesn't stand behind their (awful) printer, in America??  Surely the BBB doesn't tolerate that nonsense, and I assure you, I don't.  3 printers in 8 months is preposterous.
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 03/12/2025

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

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 22963119
  
  I am rejecting this response because:  a customer service **** "****," keeps emailing me, claiming to have tried to call me.  This is completely untrue.  My phone has always been 1. on, 2. completely charged, 3. with me AT ALL TIMES, as it always is because of my line of work.  If I knew how to do it, I would show you all my incoming calls, which would prove that he has never called, that I have never missed a call, and that he has never left a message.   Regardless, he keeps saying that a refund will never happen, but that is what I want, because this 3rd printer is not working and they refuse to back up their product, which is wrong.
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 03/17/2025

  ** management has been alerted to review your Case for further action.

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

• Initial Complaint

  Date:02/19/2025

  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.

  Hp Instant Ink program is a scam. They have not sent me any ink since September 2024 and won't refund me. According to the plan the printer tells them to send ink. We'll they didn't. I went online to find that my printer was too old and not talking to them and I needed to upgrade. So I did. The next day they took my payment for the old price plan when I changed to the new one. They are refusing to give me a credit or anything, after they have been taking my monthly payments from a printer not talking w/o any notice and they didn't send the ink when it was empty in September. This HP plan is a scam. This is my second time having to call them about not sending ink. The reps are condescending and not helpful. I want my money back or at least credited to the new plan.

  Business Response

  Date: 02/24/2025

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

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22962561
  
  I am rejecting this response I have already switched to the new HP Office Jet Pro 9129e All in one now.

  As I told them before, I Had to switch to a new plan and upgrade my printer b/c the dashboard said my printer was not communicating and I needed an upgrade. So I have switched to the new HP Plan, I am no longer on Instant Ink anymore. I have tried to explain this to them as well. I do not want a credit to my Instant ink account. I want the credit on the new plan and I want the ink for the new printer. I already have the new printer. 

  I want them to credit my new account and send ink for my new printer. This is the only way to resolve this. I do not want credit or ink for a printer I no longer use and an account I no longer have.

  Sincerely,

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

  Business Response

  Date: 03/04/2025

  HP All-in-Plan (AIP) Case Manager has been assigned Escalated Case **********. The Customer will be contacted within 2-3 business days.
  Regards, *******

• Initial Complaint

  Date:02/19/2025

  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 purchased an HP OfficeJet 8020 printer last year. I received communication in the box regarding an Instant Ink program. I have been out of the office due to a medical illness and needed a way to scan documents, and print documents for insurance purposes. An ** representative talked to me about their Instant Ink program and explained it like it was the best program around. What she failed to say is that your pages allotted without incurring additional costs include those that are printed, scanned or copied. You pay per month for the subscription; I supply my own paper. I have received 1 cartridge since joining this program in August. I canceled my plan because the math doesn't add up and was informed that I have to return the ink cartridges that are in the printer and that my printer will not work after my subscription ends until they receive the used cartridges back. This is ridiculous, should be investigated and consumers need to know all about this program and to avoid it at all costs.

  Business Response

  Date: 02/24/2025

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

• Initial Complaint

  Date:02/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It's been a few months since we spoke to an Escalations manager from the *********** I will leave his name out for now. What he found as we spent hours on the phone calling the on company **** to see if we can get the issue resolved and it was determined that the after sales support were bias and not helpful and they were giving us the brush of with several white and incorrect information and did not want to help whatsoever. He then told me that he would get a case manager from the us to email first before calling so we don't have to play phone tag. He also said if I can find someone with a different address to that we can have a case manager issue a coupon code so we could get the hp product we missed out on due to that other non helpful **** and cover the awards points we lost also due to the neglect of something that was very simple to solve if we got those as he heard it himself that incompetent people that just didn't want to assist us therefore our orders would automatically get declined. I don't the same help as I did my part I have the suggested new shipping address now I on here to get a case manager that can get my coupon code so we can buy what we need and have a successful order without all these games and refusing to co operate. Please converse via email initially and I will reply and don't assign another supervisor or Escalations manager he noted a case manager is the only person that can issue the coupon code which I will discuss the amount with them so theres no misunderstanding and a repeat of comcern when we speak to one of them. If I don't get this addressed this round it's going be someone's job on the line.

  Business Response

  Date: 02/24/2025

  ** apologizes for the inconvenience, but we need more information. Please provide

  1) valid email address

  2) phone number used to contact customer

  3) customer's mailing address

  4) previous HP Case numbers

  5) Serial number for HP product

  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: 02/25/2025

   
  Complaint: 22962031

  The reason I am temporarily rejecting this message is because your asking me for a valid email address and you already have it so what I'm going do because I dont see that we'll on the screen is give you another email because you somehow didn't want to use this one it's **************** and here is a phone number ************ keep in mind I'm not on the phone because it's cold here and I check emails mostly. After I get am email and a case manager about what I was requesting I can give you the extra you been asking. If I can get your co operation please identify yourself my name and your postion without this list from a stranger with no merit playing hide an seek. I don't want to go to all the other sites and file more complaints this is why yiur here. I don't give that much personal information your requesting without knowing who I'm speaking too. You could be pervert for all we know. You know what I mean see I can't call you *** or mam now you know what I'm talking about.

  
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** M

  Business Response

  Date: 03/04/2025

  Customer's email and phone number do not bring up an ** account.  ** needs more information in order to create a Case and have it assigned to a Case Manager.  Please provide a valid Serial number for the ** product that the customer is having an issue with.  

  Regards,
  *******

• Initial Complaint

  Date:02/18/2025

  Type:Sales and Advertising 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 a long time ** customer enrolled in both the ********************** INK and the ALL IN plans. My complaint today involves my ALL IN plan.Currently my plan has a balance due of $18. Im having issues with paying my balance due to interference from **. ** has my debit card on file and typically just debits me when my payment is due. When they first attempted to take the payment the account did not have sufficient funds. I deposited to my account and then contacted ** support to advise them they were clear to debit me. Support advised me they could not/would not initiate the debit and instead I had to update my payment method. I explained to them that the payment method was the same. They advised that regardless of that I still had to update my payment method with the exact same card. I attempted to do so but the system kept kicking back and telling me to update again. I again spoke to support and told them I was unable to update my payment method and I just needed them to process my payment. Again, they refused to help with processing my payment. In the meantime, Im receiving emails threats that my account is going to be suspended if I dont pay. The agent now advised me that I had to use a credit card as opposed to a debit card. I have ALWAYS used a debit card since joining the ALL IN plan a year ago. I asked this agent to get me a manager and she refused. I asked her to provide me with a corporate complaint contact and she again refused. I disconnected and started again hoping a new agent could better serve me. The next agent also refused to process my payment and suggested that the system works better if you use a credit card. Again I explained I have always used my debit with no issues. This agent became extremely disrespectful and suggested I didnt have the money. He became very condescending and refused to help me any further. He went on to provide me with several scripted responses suggesting that he had addressed my issues. I just want to pay my bill.

  Business Response

  Date: 02/19/2025

  A new Escalated Case ********** has already been opened and assigned to an HP All In Plan Case Manager on 02/17/2025.  
  The Customer will be contacted within 1-2 business days.
  Regards,*******

  Customer Answer

  Date: 02/21/2025

   
  Complaint: 22955090
  
  I am rejecting this response because: a representative left a voicemail while I was at work. He then sent me an email and offered to resolve my issue thru email if that would be more convenient. I immediately responded and confirmed that I would like to resolve it via email. I never got a response. I've emailed him every day and I'm being ignored.
  
  Sincerely,
  
  ****** ******** **

  Business Response

  Date: 03/03/2025

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

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 22955090
  
  I am rejecting this response because:

  I have spoken to someone in the Escalation who told me she was reassigning my case to ******** and advised me that Fernandos manager would contact me via email within ***** hrs. And thats the last I heard. ** like to make lots of promises but never follows thru.

  HP clearly has no interest in customer care.  *** already cancelled my ALL IN plan. Now, they think Im going to pay a cancellation fee despite the fact that Im returning their printer. This is all due to them refusing to take my monthly plan payment. Then they suspended my account due to no fault of my own. I WILL NOT be paying any cancellation fees.

  i will soon also cancel my INSTANT INK plan due to HPs horrible handling of this very preventable escalation.

  
  Sincerely,
  
  ****** ******** Jr

  Business Response

  Date: 03/13/2025

  ** apologizes for the poor communication and service with your Case.  ************* has been alerted to review your Case for possible corrective action and/or training opportunities.
  Regards,
  ******.

• Initial Complaint

  Date:02/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Chromebook from them. In less than 30 days I am having several issues with it and I need tech support. I have called over and over only to be disconnected. It says my serail# is invalid which it is not and instead of connecting me so I can get help it says they can't validate my account .. they say go to website which keeps turning into Spanish everytime I click my account and I can change it because I can't read it. Everything is in english till I try to review my account. So I cannot get help. I managed one time to get through and my battery on my phone was going dead. I needed to get my other phone. I asked them to call me back my phone was going dead and gave them my number. They said first we need to get some information. I said what part of my phone is going dead do you not understand. Call me. We need info first. ***. So my phone went dead and I have not been able to get through to them since.. because it still says it cannot validate my account. If it asks for my phone number and I enter its immediate busy signal yet the line is still active. I cannot get any help at all for my product. They even have a website called HP/callme so you can get them to call me. Guess what.. All you get is an error message saying not valid. I put in for a return of the product. They sent an email with a phone number saying call to see if there is a resolution but that is the one I cannot reach anyone through. It is impossible to speak to a technician. Serial# **********. The mouse pad sticks all the time.. it will not connect to my phone so I can use my mobile data, the crtl/screenshot has to hit repeatedly sometimes to take a screenshot, the camera will not scan QR code and connect to my phone.. it says my phone is connected but it will not allow me to use the mobile data and my **** Chromebook connects to it right away so my service is good. Something is wrong with this Chromebook and I need help.

  Business Response

  Date: 02/19/2025

  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: 02/19/2025

   
  Complaint: 22952366
  
  I am rejecting this response because I told them to call me and provided a phone number. I cannot get through to them on the phone because they say my serial number is not valid. So it is impossible to reach them and even knowing that they again sent me a phone number to call them. They need to call me and they need to fix the problem with it saying my serial number is not valid and they need to make their contact user friendly. It's easier to reach God. They ask you 50 questions before you can even get close to speaking to someone and not all apply and when they don't they say go to our website which I cannot do either and they hang up on you. I spent all day long trying to get tech support. Not going through the c*** again.
  
  
  

  Business Response

  Date: 03/03/2025

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

  Customer Answer

  Date: 03/04/2025

   
  Complaint: 22952366
  
  I am rejecting this response because: The problem has not been resolved. I had to order a new laptop and I just got a notice that it is delayed. They are accepting the return of the defective one once I receive the new one. The one I have completely stopped working and I had to rush order another because this one is so unreliable. It could quit working completely and not start back at any time. I was told I would receive a discount code to use for my new order within 24 hours. Well that did not happen. They sent it days later and now they will not honor it towards my new order so that is another issue I have,. so they said they would give me $75 towards another purchase. I've so far purchased two laptops... I have no need for anything else and they offered to extended warranty. I want the $75 off the order I had to place because they said they could not send a replacement because it was a special order. I had to place a new order because there was apparently nothing they could do to fix the one I have. There are so many issues with it I don't think it can be fixed. 
  
  Sincerely,
  
  ** *******

  Business Response

  Date: 03/10/2025

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

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 22952366
  
  I am rejecting this response because: I am still waiting on my new laptop which I have not received and the issue is still ongoing about the promise of a discount on the new laptop which they now refuse to give me. This issue cannot be resolved till I see if a new laptop works better than the first one because that is supposed to be the fix for the problems I have with the one I have is a new one. I'm hoping for better performance next time. This laptop has a ton of hardware issues.
  
  Sincerely,
  
  ** *******

  Business Response

  Date: 03/17/2025

  Customer was provided a replacement under Order #H362722881 which has yet to be delivered as of 03/17/25.  The new Chromebook was discounted $185.00 according to the Order notes.

  Regards, ******

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 22952366
  
  I am only rejecting the response because it is still an ongoing issue. I ordered a second laptop and when I received it... it was defective so that one was just returned back to the company and they are issuing a replacement. Not sure when I will receive it. I have not received credit for the second one yet but the company did say they received it back and are working on a refund. This will be the 3rd laptop so I cannot close this case until I receive a properly working laptop. ** did provide a discount and are in the process of crediting me for the 2nd laptop I ordered and returned. I still have the first one which was the agreement that I could keep the first one until I received a working one and that has not happened. When I do receive a working one they agreed the first one I purchased will be fully refunded once I return it and they will be issuing a new return label since it's taking so long to return the first one due to getting a second bad laptop and now having to wait on a 3rd one which has no estimated delivery date since they were not going to start building it till they received the second one back. They should be starting to work on it and it will probably take up to 3 weeks or more to receive it. 
  
  Sincerely,
  
  ** *******

  Business Response

  Date: 03/21/2025

  The latest notes for customer's Order #**********:  Estimated Ship Date: 03/25/25, EDD: 3/28/25-4/3/25

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

• Initial Complaint

  Date:02/17/2025

  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 purchased an ** Laptop online at ******* on 2/13/2025. It was advertised that a 12- month ********* 365 subscription was included. That was why I purchased it. After I downloaded everything, it said it expired August, 2025. I do not want to return it unless I know for certain this has the correct software, therefore I told ******* I did not want to return it. They told me to call ** or call them back for a return. On February ******* at 11;39a EST, @ HP, an Agent named "*******" at ************ was told of the lack of the subscription and she transferred me to an Agent "***** or Aster", who was informed I needed a 12-month subscription, she then transferred me to "*****" in **************** ************* who transferred @ 12:06p EST to an Agent "Voojah" who transferred me again, where I waited on hold for about 6 minutes until I decided to call what I thought was a Corporate number. I called ************ and spoke with a "Thomasvilla" who told me to call ************. I did not call that number because I was getting the run around. In between talking to **, I called ******* and spoke to "Alexandrio", and he stated they could not do anything if I did not want to return it. I am fed up because this was false advertising, and it is too much trouble to return it if I am not assured I can purchase a laptop as equal and have what I was promised.The Serial # is **********, and the product #is A2BZ1UA#ABA.Please resolve this for me. I have screenshots,, but do not know how to download them off of my cell phone. This is an inconvenience.

  Business Response

  Date: 02/19/2025

  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:02/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear *** or Madam, I currently own a HP officjet Pro 8715. I have owned it for quite some time. My issue is, when I by non HP ink cartages, my documents do not print out properly. I have come to find that ** has purposefully programmed their devices to only recognize HP ink cartages.the cost for HP Original 952 Cyan, Magenta, Yellow / 952XL Black Ink Cartridges, on ******, is 134 USD. Where I can buy a non HP cartridge pack for 34 USD.HP need to fix this immediately, I paid for my printer and I should have the liberty to use any ink I feel fit. Regards,*****

  Business Response

  Date: 02/18/2025

  ** apologizes for the inconvenience, but we need more information. Please provide Serial Number for the ** printer in question as well as the customer's mailing address.   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,******.