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 has 72 locations, listed below.

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  HP Incorporated

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

• 

  HP Incorporated

  950 W Maude Ave Sunnyvale, CA 94085

• 

  HP Incorporated

  303 Second St #500 San Francisco, CA 94107-3639

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  Hewlett Packard

  110 13575 Commerce Pkwy Richmond, BC V6V 2L1

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  Hewlett Packard

  150 13571 Commerce Pkwy Richmond, BC V6V 2R2

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:06/21/2022

  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.

  Purchased New HP *********** in September 2021. One week ago the laptop started having issues where it would take several minutes to boot up and it will not awaken when asleep, which then requires a forced shutdown and restart. I called HP this afternoon requesting support and assistance as the laptop is under warranty(case **********). They suggested that I download the HP **************, which in fact does not even support the model of laptop that I have. I called HP back and had to create a second support case (because the person who created the first case stated that she "could not keep the case open" even though my problem had not been resolved. During my second call with HP they asked again about my laptop, what issues I was experiencing and what had been done to try and resolve the issue. Then shortly after, the representative told me that since my computer had *********************** installed on it, they refused to provide me service and I MUST buy their "************ Service" in order to receive ANY customer or technical support. The technical support representative explained that their department does not provide ANY service to any computer with *********************** installed on it. So I then went to HP's website and verified that my same make and model laptop does in fact offer a Windows 11 Pro upgrade, confirmed. It is truly dishonest that HP is trying to sell an additional "Support Service" for $99+ per incident or year. Consumers should not have to purchase any additional support services to have their devices repaired due to defect. When I spoke to the Floor Supervisor ****, he explained that HP Support is not trained on any ******************** editions. All I have asked HP again and again is to provide me with a the proper assistance to create repair ticket so I can have my laptop mailed in and repaired. Support Ticket # 1: ********** Support Ticket # 2: **********

  Business Response

  Date: 07/18/2022

  Business Response /* (1000, 5, 2022/07/06) */ HP Incorporated apologizes for the issues Mr. ************** encountered with his HP *************************************************************** An HP Case Manager has been unsuccessful in reaching Mr. ******* to discuss his complaint. The following email was sent: Hello ******, My name is ******, and I am a case manager from HP Inc. in the *** Consumers 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 the repair request, 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 **************, and once you got in touch with one of our representatives, please provide my extension # ******. My office hours are 11 AM to 8 PM EST, Monday - Friday. Your case number is: ********** Regards, ********* HP Inc. NA Consumer Escalation Phone: ************** Ext: ******

• Initial Complaint

  Date:06/21/2022

  Type:Customer Service 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 has downloaded a POPUP onto my computer (a couple of weeks ago) that reads: HP offcers a wide range of smart AC adapters for your convenience, replacement and travel needs. Find these accessories and more at select retailers. The ad Pops up whenever I open my laptop and, frankly, it is just annoying. I thought after a few times that it would stop. It has not. I have tried to reach out to HP but it is nearly impossible to talk to anyone to ask them to remove the popup. Can you help? They should have all my information as I had a service contract with them for a few years, but do to my age (71) and living on a fixed income, I had, unfortunately, to drop the expense. Thanking you in advance for your help, C E ******

  Business Response

  Date: 07/06/2022

  Business Response /* (1000, 5, 2022/07/01) */ HP Incorporated apologizes for the issues *** *********** ****** encountered with the pop ups on his computer. An HP Case Manager provided *** ****** with a one-time Smart Friends support to attempt to block those pop ups. An email was sent letting *** ****** know that he will be contacted within 24-48 hours by someone in the Smart Friends department and provided him with his CSO number to provide to the contacting agent. Consumer Response /* (2000, 7, 2022/07/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) I called the toll-free number and an agent from HP remotely accessed my laptop (with my permission) and removed the pop-up on 7-2.22 at 1010 am EST. My understanding from him is that he also blocked anymore pop-ups from being added to my laptop. The only negative response was from **** who told me that there would be NO CHARGE by Hewlitt Packard for removing the pop-up. Please note: it was not I who downloaded the pop-up onto my computer, HP did it without my approval. Why would I incur ANY charges from them. I did not appreciated that comment. Thank you BBB, again, for all your help. Attached is a copy of the pop-up...

• Initial Complaint

  Date:06/20/2022

  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 purchased an Office********. This printer has never worked. I have called HP support many times. Their case number for me is **********. The last tech support person sent me ink cartridges, which were not recognized by the printer. I have tried every test they had me do. The printer says that I have to install ink cartridges, even though it has brand new, HP official ink cartridges in it. It will not print. The company will not return my money. They will not replace the printer. They offered me a $*** coupon for this $*** printer. I have been calling them for a year. They do not recognize that I have an open case and refuse to resolve this.

  Business Response

  Date: 06/30/2022

  Business Response /* (1000, 5, 2022/06/29) */ HP Incorporated apologizes for the issues Ms. **************** encountered with her HP ***************************************** Printer (**************). An HP Case Manager offered a $*** coupon good to use on HP**** however the offer was declined. Ms. ****** let her Case Manager that she fixed the issue, and they can close the case. Consumer Response /* (2000, 7, 2022/06/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) HP did nothing to help me. I did research and managed to fix the problem by trying something they had not told me about. Their tech support was not helpful nor did they help fix this. I will never buy an HP product again.