Business Profile

Network Computers

HP Incorporated

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Complaints

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

Customer Complaints Summary

2,369 total complaints in the last 3 years.
939 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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

Initial Complaint
Date:04/16/2025
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.
I buy a HP Latex 365 printer, with clear offert on the advetiser and on the pappaer work the software to run the printer ($14.000 printer) HP FlexiPRINT Basic Edition Software License for hp Latex ******** I install the printer, automatical install me diferent software, was not problem until 3 day ago when stop working, because the give me a "trial version" for diferent ************ I am force to pay $1000/year in order to run the printer.On the attachement you will read HP FlexiPRINT Basic Edition Software License for hp Latex 365 Plus SAi Flexi Subscription Software.I get the second part, never the first has is clear on the paper work.I buy the printer thrue US Cutters.I cotact HP, SAi, US Cutters, and every body drop the ball, nobody want help me, After I pay $14500 now I am force to stock with $86/month bill.
Business Response
Date: 04/17/2025
** apologizes for the inconvenience, but we need more information. Please provide the Serial Number for the ** Latex 365 printer and any related ** Case numbers so we can determine the best team to further assist with your issue.
Please note: Serial number is 10 digits, letter number combination, no dashes or spaces; usually located on the back or inside the door of the printer near the bar code.
Regards,*******
Customer Answer
Date: 04/17/2025

Complaint: 23212221

I am rejecting this response because:
You ask for more information.
I buy the printer true US Cutters Order #******
The printer is a HP Latex 365 SN MY3AH99002
Product No. V8L39A.
HP Case number 5141456088 CRM:0089789005409
Francisco Farfn
Remote Support Engineer
HP Graphics Customer Service
***********************************
WHo told me, I was right on my complaint, but was nothing than he can do.
I get the following e mails with SAi Flexi. where HP send me to "solve" the problem
Ticket # ******
Sterling Redford (SA International)
Apr 16, 2025, 4:59?PM MDT
Hi ****,

As I stated before, the only ones who would have that activation code are either HP or the Reseller you purchased it from. We have no way of finding the exact activation code for it.

Thank you,
******** *******
Customer Support & Sales Coordinator
Office: ************
Buy Flexi or EnRoute: *******************************
****************************************
************
*******************************************
********************
Prices are subject to change at any time. No price
guarantee has been expressed in this email.

**** *********
Apr 16, 2025, 8:57?AM MDT
They go back and fward many times to at the end they told me I am right but they do not have any other activatin code diferent the one provided fo SAi Flexi Suscription.
They drop the ball and send me to Flexi, Witch I don't find on yoyr websit the link for HP FlexiPRINT Basic Software License for HP Latex 365. Witch is the only thing I need.

Sterling Redford (SA International)
Apr 16, 2025, 8:36?AM MDT
Hi ****,

Were you able to contact ** about this to see if they had your activation code for the basic edition?

Thank you,
******** *******
Customer Support & Sales Coordinator
Office: ************
Buy Flexi or EnRoute: *******************************
****************************************
************
*******************************************
********************
Prices are subject to change at any time. No price
guarantee has been expressed in this email.

**** *********
Apr 15, 2025, 3:47?PM MDT
HP FlexiPRINT Basic Edition Software License for hp Latex 365.
Not fonud the activation code for that one. I have SAI Flexi Suscription edition witch get to the end of 1 year promotion.
I just need get the Basic Edition Software witch is include with the printer how you can see on the attachment.
HP FlexiPRINT Basic Edition Software License for hp Latex 365.
Thank you

Sincerely,

**** *********
Business Response
Date: 04/22/2025
HP Case Managers have confirmed that they are unable to get the HP Flexi RIP software key (Cases 5141456088 and 5141457792). Customer has already contacted software maker SAi who was unable to help. Did customer also contact the reseller, TD SYNNEX CORPORATION for assistance?
Regards, *******
Customer Answer
Date: 04/28/2025

Complaint: 23212221

I am rejecting this response because:
I ready contact the seller, SAi (3 times), HP (4 times). everybody know I am right.
I have other 2 printers ( HP Latex 110 and HP Latex 335) with the basic software, provided by ** With the printer, how said on the papper work has on the Latex 365.
This time just give me a trial vertion of diferent software, that was the only activation code I recibe ( I gues is a parner undertable bussiness) I just need the basic software advetaised on all the dealer web sites who sell this printer and also on the card comming with the printer.
I get this answer from SAi:
Hi ****,

As I stated before, the only ones who would have that activation code are either HP or the Reseller you purchased it from. We have no way of finding the exact activation code for it.

Thank you,
******** *******
Customer Support & Sales Coordinator
Office: ************
So, only HP provide tha Activation Code, wich refuse to do it now, this is a total scam, I am force to pay $86/month to use $14,600 printer witch is mine.
So you sell a machine that not work? how you do not send the necesary software to run a $14,600 machine?
Sincerely,

**** *********
Business Response
Date: 05/09/2025
The software manufacturer, SAi Flexi, told customer: "the only ones who would have that activation code are either HP or the Reseller you purchased it from." Since ** has already confirmed that they can not provide the activation key, customer needs to get it from the company that sold him the printer. Please include any correspondence with the reseller.
Regards,*******
Customer Answer
Date: 05/12/2025

Better Business Bureau:

Hp Should be responsible for wht they sell and print on the paperwork.
HP give me not help at all, they avoid to honor the advertising, thanks to SAi Flexy who undertand my frustration the problem was solve.

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:04/15/2025
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.
I purchased my printer on October ******* and enrolled in the instant ink program. I cancelled my subscription on April *******. After only receiving 2 possibly 3 ink shipments in the last 7 years I can no longer use the rest of the ink in the cartridges. Also on April 15, 2025 my printer will not go to sleep as it always did. I called ** to try to rectify this and continually received the same answer that I needed to remove the cartridges and the printer would sleep but that then leaves it vulnerable to contaminates in the air. I should not have to run right out and spend $135 on new HP ink cartridges.Eventually I was then transferred to instant ink support in which The person had no answer and hung up on me. I have been a faith ** product user as well as recomending to family ,friends and others that I have helped out and am considering changing that pending the outcome on this situation.
Business Response
Date: 04/16/2025
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: 04/18/2025

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:04/15/2025
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.
To Whom It May Concern:just over a month ago, I had signed up for what was to be ink replacement cartridges and paper, at $4.80 monthly. I was to have had credit until October, thus not seeing any ********. Now I see three charges for nearly $45.00 each around $15.00 3 times. I didn't sign up for this charge and want to use 3rd party ink, rather than being stuck with a subscription, which was not authorized.I would request this be credited to my account and a thumb drive to put my printers back to a state where I'm not forced into a subscription service. As I understand there's lawsuits pending for an injunction to stop this behavior by **. I've used HP laptops, printers for decades and clearly want to use my printers without problems, now or in the near future, suggesting a thump drive or a link to have my computers working and not being charged for a charge that was not agreed too.
Business Response
Date: 04/16/2025
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: 04/17/2025

Complaint: 23206285

I will leave options open, as HP is asking for time, and will wait to see if this is resolved, before accepting a resolution

Sincerely,

***** *******
Business Response
Date: 04/21/2025
HP Case Manager communicated with customer on 04/18/25 by email and Case Manager and customer agreed upon a phone call on 04/22/25 to discuss the issues.
Reference active Case 5141661295.
Regards, *******
Customer Answer
Date: 04/24/2025

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:04/15/2025
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.
Wheres my paper?? *** had HP+ for years and only received paper a couple of times. Im going to see if my credit card will undo two years of subscription.
Business Response
Date: 04/15/2025
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, *******
Initial Complaint
Date:04/14/2025
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.
Subject: Urgent Warranty Claim - Defective Product, Serial Number: ********** Dear HP Executive Customer Support Team,I am writing to formally escalate my concerns regarding my HP ** (Serial No: **********, Product No: *******#ABA), purchased from ****** and under warranty until 05/15/2025. Despite multiple attempts to resolve these issues through your support channels, my efforts have been met with frustration and inefficiency.Issues with the Product:Performance Issues: The ** remains extremely slow despite all troubleshooting steps, including updates, disk cleaning, cache clearing, virus checks, and hard drive maintenance. The ongoing sluggish performance suggests an underlying fault that requires immediate attention.Rubber Base Detachment: The rubber base is detaching due to what appears to be poor workmanship or defective adhesive. This is a clear manufacturing defect.Crack in the Body: ** came out of the box with minor but concerning crack near the mousepad, compromising the structural integrity of the ************** Challenges:I have attempted to contact your warranty department multiple times, but each interaction has been unproductive. The ** phone system fails to direct me to the correct department, and the overseas chat agents lack the authority or expertise to assist effectively. This has left me unable to resolve my issues.Given the severity of the problems, I request immediate escalation of my case for either an expedited repair or full replacement under warranty.I expect a response within 7 business days. Should this issue remain unresolved, I will consider further action, including filing a complaint with relevant consumer protection bodies.Sincerely,**** *********
Business Response
Date: 04/15/2025
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, *******
Customer Answer
Date: 04/15/2025

Complaint: 23204884

I am rejecting this response because:
This is a formal rejection of the ** Escalation Teams response to the Better Business Bureau complaint filed regarding a defective ** PC still under warranty.
The response provided stating that someone will be assigned to review the complaint within the next 23 business days does not constitute a resolution, nor does it address the core issue presented in the complaint. As of this writing, no one has contacted us to review or discuss the matter, and it appears that even the assignment of a representative is pending.
We view this so-called response as nothing more than a placeholder designed to give the appearance of action while delaying accountability. It is an attempt to create a paper trail without providing any meaningful resolution, service, or communication. As such, we reject **s response for lack of response.
We expect an immediate and substantive resolution not further delays or vague assurances.

Sincerely,

**** *********
Business Response
Date: 04/16/2025
Case Manager contacted customer on 04/15/25 and set up a repair Order #BXBZ6090-01 to address the customer's issues.
Reference active Case 5141606192.
Regards, *******
Customer Answer
Date: 04/17/2025

Complaint: 23204884

I am rejecting this response because:
I am writing to formally respond to HPs recent statement regarding the above-referenced complaint. Contrary to the company's claim, the issue has not yet been resolved.
** contacted me and stated that they would be sending a shipping label and a box for me to return the defective **. However, as of the date of this response, I have not received either the label or the box. Therefore, no repair process has begun. It is premature for ** to assert that the matter is resolved when we are still in the early stages of what is supposed to be a service process. Until the ** is shipped, properly repaired, returned to me in working condition, and verified to be functioning as expected, I do not consider the complaint resolved.

I respectfully request that the BBB keep this complaint open and pending while we continue to work toward a full resolution. I will provide an update once ** completes the repair and returns the system.

Thank you for your time and for continuing to monitor this case.

Sincerely,

**** *********
Business Response
Date: 04/21/2025
According to the details for the repair Order BXBZ6090-01, the repair box was delivered Friday, 4/18/25 at 3:50 PM under FedEx Tracking ID: ************, and customer sent repair back under FedEx Tracking ID: ************ which shows SCHEDULED DELIVERY DATE Thursday 4/24/25 by end of day Estimated between 8:00 AM - 12:00 PM. Case Manager has been alerted to follow up with customer on progress of repair.
Reference active Case 5141606192.
Regards, *******
Customer Answer
Date: 04/28/2025

Complaint: 23204884

I am rejecting this response because:
Dear Better Business Bureau,
I am writing to address the frequent updates I have been receiving from ** customer service regarding the status of my case. These updates, which include notifications such as "package shipped," "package in transit," "manager alerted," and others, do not represent a resolution to my issue, as the situation remains unresolved until the following conditions are met:
The product has been repaired.
The repaired product has been shipped back to me.
I have received the product and verified that the repairs were completed successfully.
Given that these updates are premature, I kindly request that the Better Business Bureau (BBB) disregard such communications, as they do not reflect an actual resolution of the issue at hand. It appears that these updates may be intended to close the case as "resolved" before any tangible resolution has been reached. This does not align with the ongoing nature of the repair process.
Until the product is fully repaired and returned to me in satisfactory condition, I am unable to accept or reject the proposed resolution.
Thank you for your attention to this matter. I appreciate your understanding and look forward to a final resolution.

Sincerely,

**** *********
Business Response
Date: 05/06/2025
Customer's repair Order #*********** was delivered by FedEx: Tracking ID: ************ Delivered Monday, 5/5/25 at 7:01 PM Signed for by: NNICHOLSON. Case Manager has been instructed to follow up with customer as soon as possible.
Reference active Case 5141606192.
Regards, *******
Customer Answer
Date: 05/08/2025

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:04/14/2025
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 every single way to reach out for customer support. your customer support page does not work as it will not allow me to submit my requests for contact via phone or chat. The virtual chat is utterly unhelpful. You guys have no phone number or contact email address for me to reach out. It is utterly disgraceful that I paid closer to $400 for a printer and this is the level of service you offer, and this is the only way I can get a hold of you. I need someone to reach out to me to help me with a technical issue with the printer.
Business Response
Date: 04/15/2025
** acknowledges the customer's experience, but we need a little more information to proceed with assistance. Please provide the ** Printer serial number, and customer's mailing address so that we can route to the proper team to address your issues.
Please note: Serial number is 10 digits, letter number combination, no dashes or spaces; usually located on the back of the printer near the bar code.
Regards,*******
Customer Answer
Date: 04/17/2025

Complaint: 23203457

I am rejecting this response because: I have included the requested information. Serial number **********. Home address - *********************************

Sincerely,

***** ******
Business Response
Date: 05/01/2025
HP apologizes for the lack of communication regarding this Complaint. An Escalated Case was opened for customer on 04/21/25, but Case Manager failed to reach customer after 3 email attempts on 04/22/25, 04/23/25, and 04/24/25 and closed the Case.
If customer is still in need of assistance, please confirm the best email is ******************************** and best phone number is: **********,
Regards,*******
Initial Complaint
Date:04/14/2025
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 a brand-new HP laptop from ****** but received a device that displayed a previous owner's account information on the screen. It is a serious violation of the privacy law.I contacted ****** to request a refund, but they informed me that it is the manufacturer's (**'s) responsibility to remove any private information from the computer.I then contacted **. ** Customer Relations stated that they always ship brand-new computers and are only responsible for products purchased directly from them. They claimed that ****** is the party responsible for this issue and may have violated privacy laws by reselling a used device as new.Please find the attached evidence:1.Laptop purchase receipt from Target 2.HP computer serial number and product ID ************ showing previous owners information on the laptop This laptop has caused me a lot of trouble. I am seeking assistance to determine who is responsible for ensuring that all private information is removed from a device before it is resold, and who should compensate me for my loss.
Business Response
Date: 04/15/2025
HP Case Manager contacted customer on March 21, 2025 at which time customer stated that the HP 15.6 inch Laptop PC 15-fd0000 (serial #*********** was sent away to ****** Case Manager explained to customer that ** can not offer a refund if ** is not able to verify the claims by examining the unit at one of our facilities. Is customer able to send laptop back to U.S.?
Reference case 5140337279.
Regards,******
Customer Answer
Date: 04/15/2025

Complaint: 23203104

I can bring the laptop back for ** to examine. I will go to ***** at the end of May 2025 and back to ** early September 2025. I purchased the laptop for use, but I have not been able to use it for all these months. Please send me a new laptop to use for now. I will definitely bring the laptop in question back to **, as I cannot use it anyway, the previous owner's account locked the computer.

Sincerely,

***** *****
Business Response
Date: 04/16/2025
As the Case Manager explained to customer on Case **********, first recourse is for ** to offer a repair, not replacement or refund. If it is determined that customer is eligible for a refund or replacement, the return of the original defective unit must be received by ** PRIOR to any resolution. This is to allow HP to verify and justify any claims made.
Regards,
******
Customer Answer
Date: 04/17/2025

Complaint: 23203104

I am rejecting this response because:
As I mentioned in my previous response to HP, I will be traveling to ******* at the end of May and returning to *********** in early September this year. Do you have an office in *******, *****? If so, I can drop off the laptop at your local office. Please provide the contact information for your Beijing office, if available.
Alternatively, you may provide me with a return label. Once I arrive in *******, I will ship the laptop to you.
If neither option works, I will bring the laptop back to *********** in early September 2025. Please let me know where I should send it. Kindly provide the contact information and shipping instructions.
Sincerely,

***** *****
Business Response
Date: 04/21/2025
Since the Serial number ************ for customer's HP 15.6 inch Laptop PC ********* laptop confirms that the laptop was built exclusively for the North American market, customer will have to wait until returning to ***************** with the unit in question to pursue any claims for repair, reimaging, or compensation.
****************
Customer Answer
Date: 04/28/2025

Complaint: 23203104

I am rejecting this response because:
Please provide me with the detailed contact information on returning the laptop to pursue any claims for repair, reimaging, or compensation, including the telephone number I should call, the name/department I should talk to, the case number I should refer to etc.

Sincerely,

***** *****
Business Response
Date: 05/03/2025
Please use ** customer service site for setting up communications, repairs and any other assistance needed:
************************************************
Regards,*******
Customer Answer
Date: 05/06/2025

Complaint: 23203104

I am rejecting this response because:
Please ensure that the history of all our communications via the BBB is recorded in your HP customer service system. This will make it easier for both of us to initiate the claims process for repair, reimaging, or compensation once I return to ***************** in September 2025 with the unit in question.

Sincerely,

***** *****
Business Response
Date: 05/12/2025
All information has been recorded at HP under BBB #********. Please reference that BBB Complaint ID when customer returns to U.S. with laptop in September 2025 and ** will provide assistance.
Regards,*******
Initial Complaint
Date:04/14/2025
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.
Hi I purchased a hp laptop from Best Buy last year and now it is giving me issues constantly freezing , and the screen is blanking on and off ! I also was not aware of this crack on the side on the laptop where the charging plug for the laptop goes which makes it difficult to charge ! It has been 11 months and I would like to get a replacement device !
Business Response
Date: 04/15/2025
** apologizes for the inconvenience, but we need more information. Please provide the Serial Number for the ** laptop in question, 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 laptop near the bar code.
Regards,*******
Customer Answer
Date: 04/19/2025

Complaint: 23202831

I am rejecting this response because: the serial number is **********

Sincerely,

**** ******
Business Response
Date: 04/25/2025
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:04/13/2025
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.
Dear HP Support,Im writing to express my deep frustration with my HP Reverb G2 VR headset. Ive used this product for quite some time and, until recently, was extremely satisfied with its performance. However, over the past six months, the headset has completely stopped functioning.Every time I connect the headset, the system displays a message indicating that I need to connect to the headset, despite it being properly plugged in. Ive followed all troubleshooting steps including unplugging and reconnecting the cables multiple times, trying different USB and DisplayPort inputs, and updating all relevant drivers yet the headset refuses to register or function.Spending over $500 on a premium device only to have it fail after a few months of use is absolutely unacceptable. Ive taken excellent care of the headset and expected a product of this caliber to last significantly ********* this point, I am requesting either:1.A complete replacement unit, or 2.A full refund for the defective product.Please advise on the next steps to resolve this issue promptly.
Business Response
Date: 04/14/2025
** apologizes for the inconvenience, but we need more information. Please provide the Serial Number for your HP Reverb G2 VR headset and any related HP Case numbers so we can further assist with your issue.
Please note: Serial number is usually 10 digits, letter number combination, no dashes or spaces; usually located near the bar code.
Regards,*******
Customer Answer
Date: 04/14/2025

Complaint: 23198790

The number is S/N:8CJ048POPP

Sincerely,

******* *****
Business Response
Date: 04/16/2025
HP apologizes again, but the Serial number provided by customer ************ does not correspond to any known HP products. Can customer please provide a picture of the HP Reverb G2 VR headset and the Serial number?
Regards, ******

Customer Answer
Date: 04/17/2025

Complaint: 23198790

I just found the serial number on the inside eyelid. Hard to get a picture but the S/N is 8CC104Z1G9. Not sure if that is an O or zero.

Sincerely,

******* *****
Business Response
Date: 04/21/2025
The Serial number provided by the customer - ********** - is for an HP Reverb VR3000 which currently is 1147 days out of warranty. If customer believes this information to be incorrect, can customer please provide a receipt, invoice, or proof of purchase so that ** may correct the error?
Regards, *******

Customer Answer
Date: 04/28/2025

Complaint: 23198790

Your response is completely unacceptable.

The serial number clearly identifies the product, and the fact that you refuse to offer any form of support simply because of a warranty expiration speaks volumes about *** commitment to its customers.
Not only will I never purchase another HP product again, but I will also be sharing this experience publicly with my ****** followers, across social media platforms and review sites, so others can be informed about the lack of accountability and support your company provides.

Additionally, please consider this a formal notice that I am reviewing legal options regarding HPs duty to provide reasonable support and potential misrepresentation at the time of sale regarding product durability and service expectations.

I strongly urge you to escalate this matter internally. Failure to address this properly will result in further public and legal actions being pursued.

Sincerely,

******* *****
Business Response
Date: 05/03/2025
** provides a one year warranty for parts and service for most products as is the industry standard. Extended warranties are also available at time of purchase or within the first year covered under the manufacturer's warranty. Service for some ** products post warranty may still be available, but might require a fee for hardware repairs or software.
******************************************************
Regards,*******
Customer Answer
Date: 05/05/2025

Complaint: 23198790

I am rejecting this response because:
I appreciate HPs response, but it completely ignores the core issue. This VR headset stopped working correctly without any physical damage or misuse and is no longer recognized by multiple PCs that previously connected to it without issue. That is a product failure not general wear and tear.

I understand the standard warranty terms, but this is not a matter of expired support it is a matter of defective hardware that stopped functioning properly outside of reasonable use expectations. Given the price point of the product and HPs position as a major electronics manufacturer, I expected better long-term reliability.

Im requesting that HP either:

Diagnose the issue at no charge and offer a low-cost repair or replacement option; or
Extend a courtesy replacement or partial credit due to premature failure of the product.

Please escalate this case to a supervisor or product reliability team. Im not seeking free ongoing service Im seeking a fair resolution for a product that has failed far too soon.

Sincerely,

******* *****
Business Response
Date: 05/13/2025
Customer mentioned that the HP Reverb VR3000 (Serial #*********** worked fine and customer was "extremely satisfied with its performance" up until six months ago. While it is difficult to determine the exact cause of the device failure six months ago, it is important to note that the unit, even at that time, was over three years out of warranty. At this stage, replacement parts may no longer be available, and repair options for hardware issues are limited. Customer may still be able to find a local 3rd party repair solution, but the ***************** considers this device to be at end of service life and no longer carries the parts to fix.
Regards,*******

Customer Answer
Date: 05/13/2025

Complaint: 23198790

I am rejecting this response because:
I must express my deep disappointment with HPs refusal to take any responsibility for the devices premature failure. A product at this price point and of this nature should not become non-functional so shortly after normal useregardless of its warranty statusespecially when the defect renders the product entirely unusable.

The failure appears to be due to a known issue with this model, and your own forums and user community reflect that others have experienced similar breakdowns. *** position that the device is at end of service life does not absolve the company of responsibility for what is arguably a design flaw or manufacturing defect.

Unless a suitable resolution is offeredsuch as a replacement, credit toward a newer device, or reimbursementI will be pursuing legal remedies. This includes initiating a small claims action to recover damages for the failed unit. I have also documented all correspondence for evidentiary purposes.

Please consider this a final opportunity to resolve this matter amicably.
Sincerely,

******* *****
Business Response
Date: 05/21/2025
** acknowledges customer's disappointment with his HP Reverb G2 VR headset, but however long the customer believes a product should last does not constitute a policy of repair into perpetuity. All electronic or tech-based companies have to make financial decisions based on supply inventory that includes prioritizing certain products based on numbers still in use. In this case, customer's unit, by his own admission, was fully functional up until 6 months ago. Customer may still pursue a repair option at a local computer repair shop if he so desires.
Regards,
*******
Initial Complaint
Date:04/13/2025
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.
** Ink is holding my printer hostage! First of all, I already filed a complaint about how the **** their customers into monthly subscription fees and then don't deliver any ink cartridges at all. This time, they sent me my fairly earned cartridge which as soon as I received it, I tried to cancel my subscription only to find out, you cannot print with the new cartridge that I paid for about three times over if you are not connect to HP Ink program. This is such an outrageous scam! Now, after paying for several years for nothing, I have to venture out and buy my own cartridge ???I just want to throw out my HP printer and not have it on their network at all but cannot do it.
Business Response
Date: 04/14/2025
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, *******

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