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

  3000 Hanover St MS1247 Palo Alto, CA 94304-1112

• 

  HP Incorporated

  7 Eagle Square Concord, NH 03301

• 

  HP Incorporated

  263 Tresser Blvd Stamford, CT 06901-3236

• 

  Hewlett Packard Company

  4680 Parkway Drive Suite 100 Mason, OH 45040-9363

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/18/2025

  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 August 11, 2024 I purchased an HP Envy 2-1 laptop from ***********. The laptop was initially purchased for college courses, however I ended up taking a break and left the laptop sealed in its box till I needed it again. Upon taking it out of the box I set everything up, after setting it up I began experiencing issues with the trackpad and cursor. The trackpad and cursor do not function at ****** an effort to fix this issue myself I did the following troubleshooting.Updated all drivers using HPs tool.Used Device Manager to install and reinstall drivers.Attempted to use all F keys to turn on the track pad/cursor.Ran a system hardware test via the ***** Reinstalled Windows 11 twice.Performed all required Windows updates.I am reaching out to ask humbly to you as the manufacurer if I could either exchange or refund this laptop, I am however as a busy and stressed out student, I do not have the time to wait months for a warranty repair/parts. I am high disappointed at the quality of this product right out of the box.Laptop Information:Device nameJASON ProcessorAMD Ryzen 5 8640HS w/ Radeon 760M Graphics 3.50 GHz Installed RAM16.0 GB (15.3 GB usable)Device ************************************** Product ID00342-22366-43477-AAOEM System type64-bit operating system, x64-based processor Pen and touchPen and touch support with 10 touch points Serial Number: ********** Unforunately ******************** won't let me upload all files showing the issues, please let me know of an email I can send these to.

  Business Response

  Date: 04/21/2025

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

• Initial Complaint

  Date:04/18/2025

  Type:Billing 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.

  On Monday Feb 3, 2025, I enrolled in the ** All-In Plan (the company was offering a free printer and ink based on a subscription level commiserate to the number of pages you print monthly.)I registered and used my **** DEBIT card to complete the transaction. I received on my printer and set it up without any trouble. On April 4, 2025, I got an email letting me now that my payment had not gone through the bank. I had gotten a new **** DEBIT card from my bank because the prior card had been misused by another vendor - nothing to do with **. So, I followed the instructions in the email and updated my payment method with my new card details. I get a confirmation email from ** saying the payment method is updated, but it won't actually work. So I called support and was informed that ** is no longer accepting DEBIT cards in the program. I do not use credit cards. So I have no other choices. ** doesn't accept ******, ***** etc. My complaint is that ** started a contract with me using a DEBIT card and is now not accepting that form of payment. If there is no way to force ** to accept my DEBIT card, then I want to have a guarantee that they won't bill me with early termination fees. The funny part was I told ** **** that I would simply cancel my All-In plan and he threatened me with Early Termination fees and I asked him to what account was the company going to charge those fees to since they don't accept Debit Cards - he, he, he.

  Business Response

  Date: 04/21/2025

  An HP All-in-Plan (AIP) Case Manager has been assigned new Escalated Case ********** to address the customer's concerns. The Customer should be contacted within 2-3 business days.
  Regards,*******

  Customer Answer

  Date: 04/25/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  It appears that there was a programming error that needed fixing. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:04/18/2025

  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 haven't had an HP printer since mid-January. I am still getting charged for the ink program. Sometimes I manage a refund.. woohoo. I don't understand why and to be honest, I don't want to know why. I just want it to stop. I can see people ignoring the charge because it is so small and that adds up to a big profit for **.

  Business Response

  Date: 04/21/2025

  An HP Instant Ink Case Manager has been assigned new Escalated Case ********** to address the customer's concerns about the plan cancellation and charges. The Customer should be contacted within 2-3 business days.
  Regards, *******

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23223153
  
  I am rejecting this response because: I am still paying and I don't know what I am paying FOR.  If someone could just tell me what I am paying for, I may change my opinion of ***
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 04/25/2025

  HP Instant Ink Case Manager attempted to reach customer by phone and email on 04/21/25, 04/22/25, 04/24/25 & 04/25/25 but was unable to make contact with customer and customer did not respond within that time frame.  Subsequently, Case 5141838252 was closed.

  Customer asked for an explanation of why she was being charged:

  HP Instant Ink is a subscription service for ink and toner that delivers supplies automatically when your printer is low, rather than on a fixed schedule. It charges based on the number of pages you print, not the amount of ink used, offering convenience and potential cost savings for frequent printers. 

  To cancel your HP Instant Ink subscription, log into your HP Instant Ink account, navigate to the "My Account"section, and then click on "Cancel my HP Instant Ink Subscription". Follow the on-screen prompts to confirm your cancellation. 
  Phone number: **************  

  Regards, ******* 

  Customer Answer

  Date: 05/03/2025

   
  Complaint: 23223153
  
  I am rejecting this response because: hp is still charging me.  Emails between myself and their scam of a company have achieved nothing. Have a great day.
  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 05/12/2025

  HP acknowledges the customer's experience, and an ********************** Case Manager has been assigned new Escalated Case ********** to better address the customer's concerns. The Customer should be contacted within 2-3 business days.
  Regards, ******

• Initial Complaint

  Date:04/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  H363033941 Order date Mar 21, 2025. Purchased a laptop, was given expected ship date 4/1/2025 with delivery 4/4-4/10/2025. This ship date came and went. I contacted ** via email, phone, and chat on 4/8/2025 asking where my order is. The first chat agent, ******, stated that in order for my order to progress, I needed to pay him for expedited shipping and other unlisted fees before my order will ship. He confirmed my order is not assembled, and they do not have the materials to assemble it, and they would not assemble it until I pay additional money. I was assured and promised by several agents claiming to be supervisors that it would ship before or by the 16th and to wait for further callback. I was offered and accepted a 10% discount and was promised expedited shipping for free. Agent assured me she was taking personal responsibility and would personally call me with any updates to my order prior to 4/16/2025.Order is not shipped as of 4/17/2025. Since tracking it since 1045am 4/17/2025 my order ship date has changed from the 16th, to the 23rd, the 24th, the 25th, and the 28th. I have been told it is assembled and ready to be shipped within 48hrs, and yet is simultaneously not assembled and they still do not have the materials to assemble it. Was told directly that there is no 10% discount and never was. Was offered a price matched computer, an inferior model with no discounts that would be hundreds of dollars more than my order. Was told directly that to cancel my order, it would be a $150 restocking fee, and that it likely couldnt be canceled and I would be charged the full amount PLUS the restocking fee, for a computer never in my possession and never shipped from ** warehouses. They have no intention of shipping this order, refunding this order, or sending an equivalent model.

  Business Response

  Date: 04/21/2025

  ** has relayed customer information and notes to our HP ********************** team for immediate follow up with customer.

  Regards, ******* 

   

  Customer Answer

  Date: 04/22/2025

   
  Complaint: 23219900
  
  I am rejecting this response because: ** claims this has been referred to a store team. Who immediately sent an email stating that they, the store team referred, would NOT handle this and to re-contact the SMALL BUSINESS department to have this handle. The same SMALL BUSINESS department that has so grossly handled this order since April 8th and again on April 17th and refuse all contact.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 04/25/2025

  ** product was delivered to customer through FedEx:

  FedEx Tracking ID:
  ************
  Delivered Thursday, 4/24/25 at 4:16 PM
  Signed for by: *. ******

  Additionally, a discount was charged back to customer's account through HP **********************:

  10% $ Value : 87.00
  $ Tax value : 6.22
  $ Total : 93.22
  Date : Apr-22-2025

  Regards, ******* 
  

  Customer Answer

  Date: 04/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:04/17/2025

  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 had a web cam issue that was not resolved during the warranty and since the warranty has expired they will not help me without paying for there services. I work a very busy job and I am not able to stop my day and talk to someone for a couple of hours. They will not honor the conversation that I had that they will fix this issue if it persists past warranty.

  Business Response

  Date: 04/18/2025

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

• Initial Complaint

  Date:04/17/2025

  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 am filing this complaint against ******* for my 86-year-old mother, regarding a defective laptop she bought at ******* shortly before the holidays. The laptop has never connected to the internet. Initially, due to her age and limited tech experience, she assumed user error. When family members confirmed the device was faulty, ******** return period had expired, and her extended warranty coverage had not started, leaving only *** manufacturer warranty.We carefully followed *** troubleshooting steps without success, then contacted ** support via chat. *** representative explicitly acknowledged the device was defective and qualified for a replacement. However, instead of assisting, the representative repeatedly redirected my mother through the same ineffective process. When explicitly asked for a proper contact link, she provided one that misleadingly led to an unrelated sales page.I personally emailed HP multiple times without any response. I have also called HPs support number over 30 times, always receiving a busy signal.HPs negligence has left my elderly mother with a much-needed, but unusable laptop and no path to resolution. We request immediate action from **, a replacement laptop without further delay or runaround. We don't want a refund because my mom bought it on sale and would not be able to repurchase it with a refund.Thank you for your assistance.

  Business Response

  Date: 04/18/2025

  HP acknowledges the customer's experience, but we need more information to proceed with assistance:  Please provide the following:

  1) Serial number for the laptop in question (Please note:  Serial number is 10 digits, letter number combination, no dashes or spaces; usually located on the back of the
  laptop near the bar code).

  2) Best phone number, email and mailing address for future communication

  3) Copy of receipt for the laptop from Walmart.

  4) Any previous HP Case numbers related to this issue.

   Thank you!

  Regards,*******

• Initial Complaint

  Date:04/17/2025

  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.

  on 12/02/2024 I purchased a zbook firefly G4 from **'s website for a total of $4945.00, to keep in backstock for our company. In 03/20/25 I tried to set up a new team member with the device only to find the device malfunctioning. On 03/24/2025 I reached out to ** support to see if they could remedy the situation. They asked me to go through various processes. To see if I could find the problem. first, the I ran the bios operation and found the operations system was bad, so they asked me to erase it. Then we later found that the hard drive was bad so they sent me one so that I could port myself which is an absurd request, because it's a brand new, 5-thousand-dollar computer. Then sent a technician without confirming that the hard drive had arrived, so the technician could not do anything. after receiving the hard drive, they informed me once again that it is not customary to a technician come in to work on the device. So here I am, 4 months later after spending 5 thousand dollars on a computer, I have a 5 thousand dollar paper weight.

  Business Response

  Date: 04/18/2025

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

• Initial Complaint

  Date:04/17/2025

  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 have had problems with hp spectre computer purchased in 2022 since I bought it in june of that year. Product number 3y827av, serial number: **************** numerous efforts to get the problem resolved by ******* taking over my compute remotely, I tried again 2 weeks ago. The tech took over the computer remotely. I agreed I would test the next day, after using for an hour or so ,to see if the problem was resolved. The computer would not start. the motherboard was dead. I called the tech people back and explained that I wanted a replacement unit. They refused. So, reluctantly I mailed the computer to HP for a new motherboard. I received the computer back yesterday, 4/16, supposedly repaired. I started it up. The screen flashed for about 5 minutes, with lines going across and died. I called tech again and explained. Because the computer was dead, they could access it only by my phone. They confirmed that the mother board was dead. Now ** wants me to send it back again for repair. I believe they should replace the unit. My model, the 13.5" spectre is discontinued. I said they should give me the current model, which is 14", since my model is discontinued. I have talked with many customer service managers and tech support team managers and escalation managers at the store. They all say i have to send this lemon back again, which their own techs have damaged. There was nothing wrong with the mother board until a week or so ago after on of their techs tried and failed to fix the jumping display. Next day upon first usage, the mother board was dead. As stated, I sent the computer for a new mother board ,which immediately failed upon trying to start the computer after receiving it back from ** yesterday. I want to reach the Executive Escalations Manager at **'s corporate office. I have identified him as **** ******. But I cannot reach corporate office. I get routed back to the tech and customer services and escalation people at **. Can you help me please?

  Business Response

  Date: 04/18/2025

  Customer already has an Escalated Case open.  Case Manager set up a re-repair Order #BXDB4160-01 on 04/18/25.  Case Manager also noted that customer requested extended warranty. Customers comments from her correspondence through the BBB have been documented and Case Manager alerted to contact the customer as soon as possible in regards to active Escalated Case #**********.
  Regards,*******

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23217538
  
  I am rejecting this response because: Ever since I bought the computer in 2022, I have had problems with the display jumping from application to application. On several occasions, I have been in sessions with ** techs remotely  to resolve the problem. The problem has never been resolved. I have asked ** to provide me with a record of my calls and sessions with their techs and managers, which they are supposed to provide but never have. Recently I decided again to try to work with a tech to resolve this problem of the display jumping. (I had set the computer aside and mostly wasn't using it because it was never reliable. I had to return to it bec. my old back up computer, from which i am writing now, is 7 years old.) So about 2 weeks ago, I had a tech work on the problem remotely. As previously reported, the computer's mother board died shortly thereafter. I sent the computer for repair, only to receive it back not working--the mother board died again. Now they are saying they will fix it. How can I trust that it will be reliable going forward? i have reported all this before to you.

  As you know, they refuse to issue me a replacement unit, which would be the most recent one, as my unit is discontinued. They also refuse to extend the warranty on this unit, which will soon run out. Then I will have no recourse if the unit fails again. In addition, I have asked how I can reach the Executive Escalations Manager at the ** Corporate Office in ********************, **** ******* I found him through a search and he appears to have a good reputation for helping customers. I have no idea how they manage to reach him.  ** has refused to give me his contact information. When I try to call ** corporate, I get bounced back to the ** store I have been dealing with, who executive escalations team has failed me in all our dealings.

  I will send my failed unit back for repair again, because i have no recourse at the moment. I will not be satisfied until they give me a new updated unti, since mine is discontinued. I hope you can help. I hope I can get in touch with Mr. ******* I hope for something, even that my 3 year warranty on this lemon i have is extended for at least one year, and that they do more than just fix the motherboard failure--that they do a full tune up.

  This is my update. I hope you can help me. 

  Sincerely,

  
  ***** ******

  Business Response

  Date: 04/23/2025

  HP Case Manager set up a free re-repair for customer which is covered by customer's Care Pack warranty extension and the repair box was delivered on 04/22/25.  

  The person customer referenced no longer works Consumer Cases and ** will not divulge contact information for Case Managers.

  Reference active Case 5140608391.
  Regards, ******* 

• Initial Complaint

  Date:04/16/2025

  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.

  They bricked my printer when I tried to subscribe to their instant ink subscription. I tried it, found it was a scam and cancelled it. Now my printer doesnt work. It gives a message unable to print because it cant connect to the instant ink server (the subscription I cancelled) and ** refuses to help because my printer is end of life. It was working just fine before I tried their subscription. Now its useless and I just bought a bunch of ink (almost $200) for it that I can use. This is horrible business. I have a recorded call that I can provide where the agent refused to help me with my issue, only offered for me to pay out of pocket to fix the issue ** caused and also refused to connect me with a supervisor.

  Business Response

  Date: 04/17/2025

  HP acknowledges the customer's experience and apologizes for any miscommunication.  This is a link customer may want to use to reset his HP OfficeJet Pro 8710 All-in-One Printer:

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

  Regards, HP Inc

   

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23214714
  
  I am rejecting this response because:
  This is just a generic link.  A factory reset was attempted multiple times and did not solve the issue.  ** should know this from my phone call with support.  
  Sincerely,
  
  **** *****

  Business Response

  Date: 04/21/2025

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

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23214714
  
  I am rejecting this response because: So far, they have not been able to help me.  They basically are saying theres nothing they can do.  They said they were going to send me an ink set to see if it helped.  It didnt and the black cartridge is missing.  
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 05/06/2025

  HP apologizes for the delay.  The black ink cartridge was ordered under Order #BXDC1824-01, ****** tracking #************) but there is a backlog for the Black 952 cartridges and as of 05/06/25, it still has not shipped.  HP has alerted to ************** to expedite shipping as soon as possible. Once customer has full set of replacement cartridges, the printer should be functional.

  Regards, ******* 

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23214714
  
  I am rejecting this response because:Printer still not fixed.
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 05/15/2025

  For the sake of clarification, is the customer stating that even after installing the new ink cartridges sent by the Case Manager, the printer is still unable to print, or is still getting error messages?

  Regards, ******* 

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23214714
  
  I am rejecting this response because: Yes.  Im still getting error messages and I was only sent partial ink.  Theres no black cartridge but I dont that that would matter anyway.  
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 05/23/2025

  An HP Escalations Case Manager has been assigned to new Escalated Case ********** to address the customer's concerns about the black ink cartridge that was not delivered.. The customer should be contacted within 2-3 business days.
  Regards,*******

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23214714
  
  I am rejecting this response because:  I dont think black ink is going to fix the issue but I will try it.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:04/16/2025

  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.

  I purchased an HP LaserJet printer on January 11, 2025. Within about two months, I began experiencing issues with the scanner a line would appear on every scan. I attempted multiple troubleshooting steps including cleaning, recalibrating, and unplugging the printer, but nothing worked.I contacted ** and was sent a refurbished replacement printer. I made it clear that I had a brand-new printer. The representative informed me that a refurbished unit would have to do.The next day, I received the replacement. I encountered more problems frequent paper jams and a loud clicking noise while printing. I contacted ** again and requested a new printer, but was told that only another refurbished unit could be authorized unless I went through an escalation process.I agreed to escalate and was assigned a case manager, ****** ********. He called around noon, but my phone mistakenly flagged the call as spam and sent it to voicemail. As soon as I realized it was HP, I called back, but the automated system said he was unavailable. I spoke with another representative who informed me that ****** had left for the day.The next day, I called multiple times starting at 8:00 AM. Each time, the system said ****** was unavailable. When I finally reached tech support, I was told he was in a meeting and would call me back in 1.5 hours. That call never came. I called still unavailable. I sent an email no response. I received an email from ****** stating that a technician needed to diagnose the printer. I replied back asking will someone come to my location, or do I need to take the printer somewhere? Again, no response.This has been one of the worst customer service experiences I've ever had. I'm constantly being told that ****** is the only person I can speak with because hes my assigned case manager, yet he remains unreachable. I run a business that heavily depends on my ability to print, and this ongoing issue is directly impacting my operations. It's incredibly frustrating.

  Business Response

  Date: 04/17/2025

  HP apologizes for the poor communication and service with your Case. Customer's communication through the ******************** has been added to the notes of the Case and Case Manager has been alerted to contact the customer as soon as possible.  

  Reference active Case 5141579775.
  Regards, ******* 

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23214647
  

  Im rejecting this response for the following reasons: According to tech support, my warranty does not include technician serviceit only covers a replacement. Despite sending multiple emails to the representative, I continue to receive the same generic response. He also claimed to have called today, but there is no evidence of that call. Additionally, when I follow up with questions, I receive no reply. I feel Im being given conflicting information and would simply like clear answers to my questions. I just want a replacement printer and the no responding and misinformation only make me more frustrated. 
  
  Sincerely,
  
  ******** ****

  Business Response

  Date: 04/21/2025

  On Friday, 04/18/25, Case Manager sent an email offer to customer for a new replacement printer.  Customer responded by email with an acceptance of the offer also on 04/18/25, but after the working hours of Case Manager.  

  Reference active Case 5141579775.
  Regards, ******* 

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23214647
  
  I am rejecting this response because I want express my growing frustration regarding the printer situation that has now dragged on for over two weeks. While I appreciate that you eventually responded with an offer to address the issue, the overall communication has been poor, the process has been unacceptably slow, and I have still been left without a functioning printer during this time.
  Not having a working printer has directly cost me time and money, and frankly, I feel the inconvenience has not been taken seriously. Additionally, I was sent a refurbished printer that still did not work further prolonging the issue. At no point has there been any offer of compensation, such as a gift card or other goodwill gesture, despite the significant inconvenience and loss this situation has caused.

  I just need a printer that works!! When will I receive a working printer?!

  Sincerely,
  
  ******** ****

  Business Response

  Date: 05/06/2025

  HP acknowledges the customer's experience and apologizes for the delays associated with Case 5141579775.  Latest notes on the Case, from 05/05/25: "Confirmed replacement received and defective returned. Customer confirmed unit is up and running."  

  HP management has been alerted to review your Case for improvements in case-handling and/or training opportunities.

  Regards,
  *******