Complaints

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

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  HP Incorporated

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

• 

  HP Incorporated

  PO Box 10501 Palo Alto, CA 94304

• 

  Hewlett Packard

  110 13575 Commerce Pkwy Richmond, BC V6V 2L1

• 

  Hewlett Packard Company

  45 BARNWOOD CT FLORENCE, KY 41042-9110

• 

  Hewlett-Packard Company - Sales & Support Office

  11003 Bluegrass Pkwy Ste 500 Louisville, KY 40299-2394

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:05/05/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a gaming headset through HyperX, which is owned by HP Incorporated, in September of 2021. It worked fine on arrival but then began having issues in December. I finally reached out to their support channel in January of 2022 and asked for a solution. I explained my issues and they gave me the solution of getting a new headset because they did not sell the specific part I needed to replace and that my headset was still under warranty. They let me know I would receive a new headset in March 2022. They cancelled the order in early March and recreated the order because they were out of stock at the time. Since then they have delayed it several times and now it isn't set to arrive to me until July 2022. I've reached out each time asking for an update and reason as to why it was delayed, each time they said "were working on it and that delays are common". I've asked for different ways to solve this from store credit, partial refund, etc. but they say the only solution is for the replacement of the full headset. Now, this last time I reached out I dealt with a new team member over there who was particularly snappy and rude when I asked for the 10th time how we can resolve this. They stated that there isn't anything they can do as the original person who started this support resolution was incorrect that I was under warranty. I explained how that was unfair to me as the consumer, as I was operating under the grounds that HyperX set and now it's almost half a year later and we're still no closer to a resolution. On top of that, the representative, Tyler, was incredibly rude and did not help move this request any further. I'd like to find a way to continue to do business with HyperX, and HP as a whole as I've enjoyed their products in the past.

  Business Response

  Date: 06/23/2022

  Business Response /* (1000, 5, 2022/05/17) */ HP Incorporated apologizes for the issues Mr. ***** ********* encountered with his HyperX Cloud II Wireless - Gaming Headset (Black-Red). The following email was sent: Hello *****, Good day. My name is ***, and I am a case manager from HP Inc. in the AMS Case Escalations department. I have tried calling the phone number listed in your customer record several times over the past three days and unfortunately was unable to reach you. If you still want to speak to someone in HP Inc. concerning HyperX Cloud II Wireless - Gaming Headset (Black-Red), please feel free to respond to this message to provide a better contact number or time to reach you. The case will remain open for one business day. If I do not hear back, the case will be archived. To ensure I receive all emails, please do not change the information in the subject line. You may call me at X-XXX-XXX-XXXX, Extension # XXXXXX. If I am not available, please leave a voicemail and I will return your call as quickly as possible. My office hours are 9:30-6:30 EST, Monday - Friday. Your case number is: XXXX Thank you and Stay safe. Regards, ****** ** HP Inc. AMS Consumer Escalations Office hours: 9:30-6:30 EST, Monday - Friday Phone: X-XXX-XXX-XXXX Ext: XXXXXX

• Initial Complaint

  Date:05/03/2022

  Type:Product 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.

  I joined "insta ink" with the promise of receiving HP ink for my HP printer as needed for a monthly fee. The last shipment I received was 7/2020. I cancelled my subscription a few months ago and returned home after a long vacation to discover that HP locked my printer remotely. I wasted 2 hours on the phone with their tech department only to discover my "insta ink" cartridges were still viable. Apparently when one cancels they are no longer able to use the remaining ink and HP disables the printer without notice. I paid for that ink repeatedly every month via the subscription over the last 1.5 years with no further shipments on HP's part and I paid for that printer. That printer is mine, not leased, paid in full! They have no right to alter my printer and my printing capability on their whim. Furthermore, I was never informed that HP had the ability to remotely shut down my entire printer unless I purchased ink elsewhere. Unfair and unjust business practices!

  Business Response

  Date: 05/17/2022

  Business Response /* (1000, 5, 2022/05/12) */ HP apologizes for the issues Ms. ****** ********** encountered with her Instant Ink account. HP sent Ms. ********** a full set of XL ink cartridges so she may continue using her printer. That combo set shipped under tracking # ************. If Ms. ********** has any further questions or concerns, she may contact HP Customer Service. Consumer Response /* (2000, 7, 2022/05/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) hp compensated my loss however they need to inform future insta ink subscribers that hp has the ability to shut down their fully owned printers at their discretion.

• Initial Complaint

  Date:05/03/2022

  Type:Product 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.

  HP OfficeJet Pro 8600 Plus printer owned for more than 6 years. I also own two other HP Officejet Pro printers. I recently purchased new ink cartridges from Costco in Miami, FL for two of my printers. These were value packs with two black cartridges and two sets of color cartridges. Total cost was $267.94 PLUS TAX. I successfully inserted these in one printer, but they do not work in another. The problem is the region code is set to a different region. I have tried calling HP repeatedly over the last week to get them to give me reset codes for the region, which they can do. They refuse to do so saying at times that the printer is at "end of support life" or out of warranty. The main issue here is that they still manufacturer and sell ink for the printer so it is very poor business practice to then say they do not support a customer who owns 3 of the printers and is still buying ink for them. They need to resolve this problem by giving me the reset codes (Printer serial number is **************), or they need to refund me half of the $267.94 plus tax amount that I have spent. They should take this issue very seriosly because they will lose me as a customer for life if they do not immediately remedy the problem. Using phone ************ for case.

  Business Response

  Date: 05/18/2022

  Business Response /* (1000, 5, 2022/05/16) */ HP Incorporated apologizes for the issues Mr. ******* ****** encountered with his HP Officejet Pro 8600 Plus e-All-in-One Printer - N911g (s/n **********). Mr. ****** accepted a $250 coupon good to use on HP.com. That coupon was emailed on 05/13/22 and will expire 01/31/23. Consumer Response /* (2000, 7, 2022/05/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) This is a fair offer for compensation of my $140 loss from the unusable printer cartridges.

• Initial Complaint

  Date:05/03/2022

  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 placed the order for the HP computer on Tuesday February 22nd, 2022. The total cost was $********. The computer was expected to be shipped and delivered to my home by March 16th 2022. Since then, the order has been pushed back numerous times and I am getting conflicting information between HP emails and HP customer service. While the computer was still in fabrication according to HP's website, I requested cancellation and received a partial refund of $242.28 which was only the cost of the warranty. However I was not refunded for the computer itself and after following up with HP I was told that my cancellation request was denied. I was told I can submit a 'return to shipper request' and that once the computer shipped I would presumably receive the full refund. This does not make logical sense to me but it is the company's protocol. On April 19th I received an email from HP that my computer "completely shipped". However I still to this day have not seen a delivery update on HP and have not received the computer in the mail. Ultimately I do not want the computer after this kind of experience, I requested the cancellation in March and have no resolution, this was a large monetary investment and I am now paying interest on this computer due to not receiving the refund for the computer. I can only hope there can be resolve to my situation with this complaint, I don't know how else to express that I need this refund immediately at this point. This issue with HP has nearly been going on for 3 months.

  Business Response

  Date: 05/25/2022

  Business Response /* (1000, 5, 2022/05/06) */ HP Incorporated apologizes for the issues ****************** encountered with his HP.com order. A representative reached out and let ********* know that HP is working with their carrier to get his shipment moving as quickly as possible.

• Initial Complaint

  Date:05/03/2022

  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 was suppose to get a call back within 24-48 hours from Management regarding a complaint I had regarding unbelievably poor and dishonest service I have received fom HP three times in one week. It has now been 4 days. I have not heard back from any one. I was told there would be no problem hearing back and management having all the details because the call was recorded and it would be reviewed. I was to be assured this would mean I would not have to go through the lengthy story of why my printer isn't working and all the trauma I have endurded due the continuous string of lies and hours I have lost while techs were in my computer destrying my printer. commum. I am including a copy of this messagewith my detailed complaint to the Better Business Bureau so they will understand the entire situation. This complaint is against Hewlett Packard. Above is the communication I just sent them. this is the order that was begun on April 2,2022: I am unable to scan and save since I had work done on my PC. It is difficult to scan and I cannot open a file after it is saved. I also lose the document.I think the drivers may have been screwed up when a new hard drive was put in. a technition named ***** came into my computer remotely to solve the problem. After 3 hours, not only was it not solved but he had caused my printer to stop working. I had to leave and ie was to call bac on the 27 @ 9a.m and didn't. I called again and spons to a ***** who apologized and said they would change my printer out because after an hour he could not get it workinf again. He promised they would have a printer to me within 5 days and Not to worry because due to my inconvenience they would pick up the old one. I got an email telling me that as soon as I send back the computer they woulld send a new one. "This was not waht I had been promised. I called again. this time I insisted I no longer wanted to speak from a tech in India. A Manager from the Philippins promised a call. No call!

  Business Response

  Date: 05/23/2022

  Business Response /* (1000, 7, 2022/05/09) */ HP Incorporated apologizes for the issues ******************* encountered with her HP OfficeJet Pro 9015 All-in-One Printer (****************). An HP Case Manager attempted to assist *********** however she did not want to work with him. She informed him that she will contact her lawyer. If *********** would like HP's assistance, she may either contact her Case Manager or HP's Customer Service.****************************

• Initial Complaint

  Date:05/03/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  hp instant ink wont cancel or stop charging me. this they wont delete the card or data as promissed they by email a week ago process started. and never again will respond to ticket. two months ago i cancelled they said over and over they wold remove card and didnt. they tell me too next month in support email they will charge again too. but will refund it. i shouldnt have to wait over and over for refunds for my own money. because they wont let me cancel every time i go on chat they spend every minute only wanting to force me to keep a service i dont want but dont help resolve only presure

  Business Response

  Date: 05/27/2022

  Business Response /* (1000, 5, 2022/05/12) */ HP apologizes for the issues Mr. *********** encountered with his Instant Ink account. The following email was sent: Dear *****, My name is ******, I am a Case Manager with HP Instant Ink. This case came to me from correspondence with HP's main office. It states that you are having problems getting your account cancelled and a refund. As I look at your former account, it appears everything's been cancelled and you have received a refund for $4.24 already. If there are any outstanding issues, please feel free to reply back to this email with the best time/phone number for me to contact you. My hours are Monday to Friday 9:00 AM - 5:30 PM Eastern Time If I haven't heard back from you by 5/12/2022 (end of day) I will have the understanding that you wish no further assistance on the matter and will close this case. Here is a helpful link on how to self manage your account: https:/***************************************************** Please keep in mind that I will not receive email responses in real time. You can call in to receive assistance but please understand that the only way for you to contact me is through email reply, no agent or supervisor will be able to connect you with me through our phone system. Your case number(s): ********** Thank-you for choosing HP Inc. ****** HP Instant Ink Case Manager

• Initial Complaint

  Date:05/03/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My hp laptop worked fine before April 2022. I called hp for tech support which made me paid for an extended warranty when my warranty has not expired and now tech support is trying to make me fixmy own laptop and charge me an additional fee for a pre loaded usb drive so I can reinstall everything back into my laptop. Case #**********.

  Business Response

  Date: 05/24/2022

  Business Response /* (1000, 5, 2022/05/05) */ HP apologizes for the issues Ms. **** ***** encountered with her HP Laptop PC 15t-dw300 CTO (s/n CND1190ZXX). Ms. ***** accepted a HP Laptop 15-db1032cy W10H-64 AMD Ryzen 5 Pro 3500U 2.1GHz 1TB SATA 12GB(1x8GB+1x4GB) DDR4 2400 15.6HD WLAN BT BL Rfrbd NB PC as a replacement unit. Ms. *****'s Case Manager sent an email providing the order number and when to expect the order. If Ms. ***** requires any further assistance, she may contact her Case Manager.

• Initial Complaint

  Date:05/02/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a better business bureaus complaint against HP for the craftsmanship of their laptops. Just recently, my keyboard broke for no reason, and I was unable to reach a human being for support issues. I took it to what he called an authorized service center, who told me they were no longer go certified and offered to fix the keyboard, but I would have to buy an entirely new palm rest at a cost of $450, most of which went to the part and not labor. The laptop is in incredible Condition, the screen is a 10/10, the body a 9.5/10 and in the last year alone a key cracked on the keyboard, one of the charging ports failed and the rubber strips are coming off. I understand the unit is out of warranty, but these are clear manufacturers defects. We pay a lot of money for highly sophisticated and complex computers that have all our information in them, we buy expensive things so that they can last and we don't have to go through the trouble of buying a new machine every year. These are made cheaply in China and break easily. That's why we pay you $**** for a high quality laptop, only to have them break for silly reasons due to manufacturers defects. I'm essence, we are renting very expensive computers from You only to burden us when they break due to no fault of our own. I expected more from hp if they want to retain their high end customers. I am asking for a significant discount on a new unit if I am To stay with HP. This unit is serviceable, but at $450 for a palm rest it isn't worth it to make the repairs on a unit that was never functioning right to begin with. I understand these things happen, but this is why HP I'd a billion dollar company and why we give you the big bucks. I would like the part replaced for a more reasonable price, or you can offer me a 50 - 75% off on a new unit if you want me to stay with HP. I believe you so make quality product is, but your company needs to Acknowledge some Manufacturers defects do occur and it should be pa

  Business Response

  Date: 05/25/2022

  Business Response /* (1000, 5, 2022/05/11) */ HP Incorporated apologizes for the issues Mr. *** ******* encountered with his HP Spectre x360 - 13-************************). HP offered to have a repair set-up however Mr. ******* is in the middle of moving and does not have an address to ship the materials too. A call-back is scheduled for 05/13/22 to see if he is ready to have the repair materials shipped to him. If more time is required Mr. ******* may email his Case Manager a better time to be contacted.

• Initial Complaint

  Date:05/02/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a HP Jet Series 5200 All in One printer about 3 years ago at Walmart at Christmas time when it was on sale for about $40. I love the printer and its features EXCEPT when setting up the printer it is a wireless printer and it takes you though the steps on a small screen . It walks you through and the is a step that requires you to set up HP Instant Ink Program and you select the plan that's right for you. It did not state in any way that this step is OPTIONAL so I signed up. I decided a couple weeks ago to cancel my $3 monthly program because we became unemployed unexpectedly. I canceled it on the App I had to download to print through. After I canceled it I received note on my screen that states I can not print anymore to call HP Instant Ink. I have tried several times to get through and I have used the virtual assistant and it's been about 2 weeks and nothing. I have sent messages. I do not feel like they were up front and honest with their setup and now because I canceled they stop my printing. I am told that I have to mail back the ink cartridges then in time I may get to use my printer by purchasing ink at Walmart. How can they be allowed to control my computer at home that is paid in full? I have not sent the cartridges back because this is info I found in Google because HP WONT ANSWER WITH A REAL PERSON. I found a lot of bad reviews for this same reason. They should be made to discharge the hold on our printers. What can be done?

  Business Response

  Date: 06/23/2022

  Business Response /* (1000, 5, 2022/05/06) */ HP Incorporated apologizes for the issues *** ******* ******* encountered with her Instant Ink account. Unfortunately, a representative was unable to reach Ms. ******* to discuss her complaint. The following email was sent if assistance is still required. IMPORTANT: Please do not reply to this email. Replies to this message are not monitored. Dear *******, This is ******, your Case Manager with HP Instant Ink. I am sorry that I have not been able to reach you on my recent callbacks and have received no reply to my recent email. If you should require assistance with any Instant Ink issues, feel free to contact us through phone (X-XXX-XXX-XXXX) or Chat and refer to your case number so our HP Instant Ink support representatives can assist you. Your current case number(s): XXXXXXXXXX have been closed. Please do not reply to any emails from us in relation to this case as it is no longer being monitored. Here is a great link to check out regarding your Instant Ink account: ************************************************************ Thank-you for choosing HP Inc. ****** HP Instant Ink Case Manager Consumer Response /* (3000, 7, 2022/05/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I called and got through to the company before I got ******'s message. I cannot believe that because I canceled my account after I had paid all the fees I signed up for each month but because I canceled and there was still ink in my printer that they ship me when my printer got to a certain point but after paying this monthly service for 3 years I canceled and they put a stop on my printer cause I still have ink in the cartridges so I can't use the rest of the ink that I already paid for and I am told to just throw it away and buy cartridges and then it will work. That is just not right. A waste to our landfills. Bad business especially since I paid already! Business Response /* (4000, 9, 2022/05/12) */ HP apologizes but once the account is cancelled the ink cartridges become disabled. If Ms. ******* purchases regular ink cartridges for her printer it will function again. Consumer Response /* (4200, 11, 2022/05/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I knew that already. My issue is how can they do that if I had already paid for them??? This type of business is wrong. There are so many reviews on line for this issue and HP doesn't care. Worthless and seriously wrong way to do business. I can see if I had just been using that plan for a month but it has been 2 plus years and I PAID FOR THAT INK! HOW CAN THEY JUST STOP THE USE OF IT? THAT IS JUST WRONG FOR ME AND ALL OTHERS WHO HAVE BEEN DONE WRONG AFTER PAYING!!! NO I am not just letting it go. HP doesn't care cause they are not hurt but for the low income client I am sorry it hurts!! Business Response /* (4000, 13, 2022/05/19) */ HP Instant Ink is based on pages, not cartridges. Choose a plan based on the number of pages you would like to print monthly. Your monthly fee allows you to use our subscription cartridges to print your plan pages and includes ink or toner, delivery and recycling. HP Instant Ink is flexible. You can roll over unused pages month to month (the amount of pages you can accumulate varies by plan) or if you print more, you'll automatically purchase sets of 10-50 pages for $1.00 (pages per set varies by plan). Your plan can be changed at any time to accommodate your printing needs. We send you HP Instant Ink subscription cartridges when you first sign up. Replacement cartridges are sent when your printer tells HP you need more ink or toner, not by the month.

• Initial Complaint

  Date:05/02/2022

  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.

  In December 2021 I purchased an HP 8025e printer fax and purchased a service agreement with it. 2 weeks ago I had a slight paper jam and called HP support After 2 hours on the phone they agreed to send me a new computer as they could not resolve the problem. 2 days later I received the printer/fax and attempted set up. I could not load one of the cartridges and called HP support. After 1 1/2 hours they agreed to send a new set-up cartridge (a new one which was not a set up cartridge would not work. While talking to HP I noticed the replacement machine said "refurbished". 12 days late the cartridge came. It did not say " set up cartridge" and would not finish the set up process.

  Business Response

  Date: 06/29/2022

  Business Response /* (1000, 5, 2022/05/04) */ HP apologizes for the issues *** ***** ****** encountered with her HP OfficeJet Pro 8025e All-in-One Printer (s/n ************ Based on HP records HP's Technical Support assisted *** ****** on 05/04/22 and got her printer running successfully. If *** ****** still requires assistance, she may contact HP Customer Support.