ComplaintsforHewlett Packard Canada

• Initial Complaint

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  A couple years ago, we purchased an HP printer for both business and personal use. For the majority of the time of ownership, we had been using HP certified ink cartridges. Recently, we switched to using third party branded ink instead, strictly to save costs as the off brand cartridges are one-third the price and operate the same. Recently, HP automatically installed upgraded firmware that renders the printer useless unless using HP exclusive ink. We’ve spent thousands on ink and supplies since purchasing the printer. As a buyer, I didn’t agree to these limitations and would never have purchased an HP if I knew this firmware would be implemented. ** *** **** ******** ********* *** ** ** ********** *** *** ****** *** *** **** ** **** ** *** ** *** ** ********* ***** **** **** *** ** **** ** ***** ** ********* I have contacted HP for several days and they’ve offered no solution. HP also did not contact their customers prior to implementing this firmware.

  Business response

  15/03/2024

  HP Case manager has been assigned the New case **********. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

  Customer response

  18/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  the company contacted me via phone to recommend I buy a brand new printer or their ink, which are priced at roughly 4-5 times the cost of third party ink. I have already explained to HP that their customers are never asked to sign anything or guarantee that they only purchase HP Ink, *** *** **** ** ********** **** ** ********* *** *******. They offered a one time coupon that will hardly make a difference in ongoing ink costs. This isn’t a satisfactory resolution and I recommend that they make a firmware downgrade available so their customers can buy compatible ink from any supplier they wish. 
  Sincerely,
  
  ********* *********

  Business response

  27/03/2024

  HP Case ********** has now been closed- The customer was offered a $125 E-coupon toward the purchase of a New printer. The customer refused and ended the call.

  Regards, HP Inc.

  Customer response

  05/04/2024

  
  Complaint: ********
  
  I am rejecting this response because I do not require a new printer! Mine is currently fully functional, the issue is NOT the printer *** **** **** ******** ** ************ *** ****** This has been reiterated many times. Furthermore, I did not end the call with HP and they’ve also inflated the amount of the “coupon” they offered. What I’m asking is for the company to issue a notice to all clients specifically identifying that they will not be able to utilize third-party ink cartridges with HP printers OR to amend the firmware upgrades and allow users to use third party ink cartridges at their own risk. ********** ************ ** *** ** ************ ***** ** *** ****  ********* **************** ******** ******* ******* ***** ******* ** ********* *** *************
  Sincerely,
  
  ********* *********

  Business response

  10/04/2024

  HP Case **********- Closed - Customer offered $125 e-coupon toward the purchase of a New printer. The customer refused and hung up on the case manager.

  Regards, HP inc.

  Customer response

  19/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  There was nothing new in the most recent “response” from HP. I have re-stated my case several times and my requests aren’t changing. **** *** **** * ******** ***** ** *****   
  Sincerely, ** *******
  
  ********* *********

  Business response

  29/04/2024

  HP Case ********** is now closed - Offered 125 $ - e-coupon code, Customer declined and hung up.

  Regards, HP Inc. 

  Customer response

  09/05/2024

  
  Complaint: ********
  
  I am rejecting this response because this is a false statement and nothing new. I never hung up on them. ******* ****** *** ***** **** ******** **** ***** **** ** ****** **** *** *** **** ********** ***** **** * ********** ********
  
  Sincerely,
  
  ********* *********

• Initial Complaint

  05/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  My warranty is almost up. So I took .my laptop (hp envy 17 2 in 1) to my service technician to see if he could repair my laptop so there would be no wait. He looked at the laptop, turned it on, saw that everything was working but stated he could not buy the part to repair it. With him present, I called hp. We spoke to hp and were informed it would be 358.00 to repair the laptop. No problem. Put the payment on credit card and from there, my service technician took a mirror image of my laptop while it was in working order, put it on an external drive, and proceeded to mirror image that onto a desktop he had to loan me. Then I sent the laptop in with the promise that if I didn't receive my laptop repaired in 8 days, they would send me a loaner. Yesterday I.did a repair status check. It said to call in. I did. The lady I spoke to said they just found some minor problems but it was already being repaired and that everything being repaired would be included in what I already paid. I must have said "are you sure" 5 times.She said yes every time. Awhile later I received an email saying my laptop was being sent back unrepaired because it has a broken cpu, broken motherboard, AND water damage. None of these things were present prior to shipping. my service repair tech can confirm that. If they were, my laptop wouldn't have been able to turn on before shipping. IF this was the case, it either happened in shipping or they did it. they have insurance on the package for this. I had to put in how much it was worth. I called back, told them NOT to return the laptop to me broken, my laptop is under warranty until December 13th, and that somebody already said all the repairs would be cover with the 358. They said okay we will escalate the issue. Today I get an email stating they shipped the laptop back. I called again to be informed it was shipped back today, it was shipped back broken, and explained everything all over again, just to have them say we will escalate it.

  Business response

  11/12/2023

  HP case ********** is open. The product was returned back from the service to the customer due to Beyond economic repair. There was damage inside and outside the product. The case manager is looking into the issue and working on a resolution.

  Regards, HP Inc. 

  Customer response

  12/12/2023

  Complaint: ********
  
  I am rejecting this response because:
  While I did receive the photos of the laptop that DOES in fact have water damage. THAT is not my laptop. It's not even the same caliber as my laptop. They sent me pictures of a laptop that was cracked in the corner. Mine is cracked dead center. When you look on the inside of my laptop and compare it to the inside of that laptop, it's not even the same parts. They Literally looked at someone else's laptop and thought it was mine. Victor even said I'll send you a new laptop charger to replace the one that wasn't returned.... he is sending me a 90 watt laptop charger, my laptop doesn't take a 90 watt laptop charger. I can even send you the serial number of my laptop. That is not my laptop in those pictures. 
  
  Sincerely,
  
  ***** *******
  

  Business response

  19/12/2023

  HP case ********** is open. The case manager has been sent the customer's response. The case manager will contact the customer within 1-2 business days. 

  Regards, HP Inc.

  Customer response

  28/12/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  I haven't heard anything and they still sent me the wrong cord for my laptop. My laptop takes a 65 watt cord. They sent me a 90 watt after never sending my original cord back. They said they would contact me but the last I heard was from the same person who even refused to listen to me to begin with.
  
  Sincerely,
  
  ***** *******

  Business response

  05/01/2024

  HP case ********** is open, case manager has been trying to contact the customer for a replacement AC adapter. The customer has the case managers contact information.

  Regards, HP Inc.

  Customer response

  12/01/2024

  
  Complaint: ********
  
  I am rejecting this response because: they have said they are closing the file and the least of my concerns is the adapter. My concern has to do with the fact that they claimed my laptop had water damage when it wasn't the same laptop they were looking at. I sent in picture evidence and offered to resend in my laptop to look again and they are absolutely refusing to do anything. I wasn't even asking for it under warranty, I paid by credit card. Now it's, you can buy the 900 dollar part and have it repaired yourself
  
  Sincerely,
  
  ***** *******

  Business response

  17/01/2024

  HP Case ********** is now closed. The case manager went over the service-related issues with the customer. The customer can contact support or the case manager for more information. 

  Regards, HP Inc.

  Customer response

  24/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  They have refused to even take another look at it or even accept my pictures.
  Sincerely,
  
  ***** *******

• Initial Complaint

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ****** **** ** ******* say postal code can only include numbers and hyphens,,, thats NOT a postal code,, postal codes have letter and numbers!!!! 2-- sent over 40 emails with no reply, over 10 phone calls where escalation dept employees and manager **** ** *** ******* *** failed to reply, failed to uphold warranty, failed to send a box for my item to be sent for repairs 3--NOT HONORING ITEM WARRANTY

  Business response

  11/08/2023

  HP case management is requesting full customer address, customer product and serial number. We cannot find any information in our system.

  Regards, HP Inc.

• Initial Complaint

  17/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Transaction: April 12-2022 Purchase: $499.99 Item Purchased from: ******* ****** Description of Item: HP **** ********** Serial: ********** Dispute Request: Warranty Repair Dispute Issued: April 11-2023 On April 11-2023 I contacted HP to honor a manufacturer warranty repair for a faulty product I purchased in April 2022. Due to the following weekend being a holiday this was the earliest time I could contact the manufacturer after the product stopped working on April 7-2023. At the time of my complaint I spoke to several representatives and was told that the warranty department would get back to me within 24 hours to notify me as to their ability to repair the item. This did not happen and it took an additional 48 hours for technical support to get in touch. Upon receiving this call the representative told me that the warranty had now expired and any repairs would need to be done out of pocket. The delay on HP's part extended past the warranty date of April 12-2023 and in their opinion this voided the warranty. My dispute was filed before the warranty expiration date (1 year of purchase) and as a result HP should honor the warranty they issue and repair their faulty product. I'm formally requesting HP repair, replace the product as they are legally required to do or issue a full refund for the purchase price of $499.99. ********** ********* ******** ***** *** ******* ****** ******* ****** ****** ******** *** ******* ******* **** ******* *** ******** ******* *** ****** ***** *** ********** ***** **** ******** ** *** ******** ******* ***** ***** ***** ******* ** *** **** ** *********

  Business response

  21/04/2023

  HP Case management team has reviewed the complaint and we have assigned a case manager to contact the customer within 24 hrs. Case reference ***********

  Regards, HP Inc. 

• Initial Complaint

  24/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a 2.7k laptop less then a year ago. For the last 2 months I have been trying to deal with HP to get a replacement or refund with no help. My 1st time contacting them leaded to no help, I then ask to speak to a manager who then hung up on me. 3rd time I contact I get a tech support who has made me repeat myself more then I should have too and redo troubleshooting I had already done. I ask for repair I get avoidance, I ask refund/replacement I get hung up on. * ********* ** *** ********** **** **** ** ******** ******* **** *** I paid a lot for this laptop including warranty outside of the 1yr manufacturer warranty. *** ** *** ***** ** ***** * ******* *** **** **** ** ********** I really would like my money back at this point. I do not have 12 hours a day to dedicate to contacting HP with some form a resolution.

  Business response

  02/03/2023

  Hello, HP will assign a case manager to contact the customer within 24 hours.

  Regards, HP Inc. 

• Initial Complaint

  26/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******* *** ** * **** ******* ******** ******* ** * **** Representative on the phone responded with robotic generic answers and was extremely unhelpful Company makes it extremely difficult to get to the point where you talk to a live representative. My printer was disabled from working because I no longer wished to be charged because I don't use my printer enough. HP actually locks your device if you don't have an active subscription service. * **** ******* ** ** **** **** ****** **** ***** ********* 

  Business response

  07/11/2022

  Hello, HP has reviewed the customer complaint and we will assign a case manager to contact the customer.

  Regards, HP Inc. 

• Initial Complaint

  17/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Blue screen popped up every half hour, and I got serviced twice, not just reset the software. I sent it to the company and they fixed it and sent it back to me. Same issue occurred over and over again.

  Business response

  24/10/2022

  HP has reviewed the customers issue and will assign a case manager to contact the customer within 24 hrs.

  Regards, HP Inc. 

• Initial Complaint

  17/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I spent over $3000 on a laptop and a desktop . Laptop dvd player never worked from day 1 ,desktop motherboard died and can't buy a new motherboard to fix it . I bought my 3rd HP monitor for the desktop at about $180 each. My total exceeds $3000 for products that no longer has parts for repair . I find it not fair that " refurbished desktops " are sold with same 1 year warranty as a new desktop . So, why is it refurbished gets the same warranty as a new desktop but I can't get my desktop " repaired " . The motherboards are " discontined " and yet these computors are still being sold with 1 year warranty . I was offered a measely credit of $65 for the over $3000 I spent for products that are not repairable . When I bought the desktop , it is obvious I didn't buy it fresh off the assembly line but the parts are made for a limited time only . I lost over $3000. I offered to settle for a new desktop and filed an official complaint with HP but got no responce. I sent messenges via ******** to HP and I keep getting the run around. If refurbished computors can be warranted for one year , I feel I should get a refund for my " unrepiarable " HP Paviliom desktop . I am willing to meet HP half way and accept a new desktop similar to the one I had ( serial # ********** ) . iT IS UNFAIR TO WARRANTY A USED DESKTOP THE SAME AS A NEW ONE . I paid out over $3000 in HP products , I want a refund .

  Business response

  22/12/2021

  Business Response /* (1000, 5, 2021/11/17) */ Hello, HP has reviewed the complaint and will assign a case manager to contact the customer within 24 hrs. Regards, HP Inc. Consumer Response /* (3000, 7, 2021/11/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Since Nov. 17th and no one has informed me of a case manager , seems it's past 24 hours ! By the way, I bought another HP desktop yesterday Nov. 19th and the warranty was for 1 year but it shows there is only 7 months left on the warranty after less than 24 hours since I bought it ! WOW just wow ! Business Response /* (4000, 9, 2021/11/22) */ Hello, he customer has a complaint open # XXXXXXXXXX, Status: Pending Callback We have notified the case manager with the email below. Regards, Consumer Escalations Consumer Response /* (4200, 11, 2021/11/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I still have not been contacted by anyone or had any form of compensation , not even anything about the new desktop I bought this month of Nov. which should be warrantied for one year but only has less than 6 months left on the warranty ! Today is Nov. 27, 2021 ... Business Response /* (4000, 13, 2021/11/29) */ The case management team has been notified and will contact the customer asap. Regards, HP Inc. Consumer Response /* (4200, 15, 2021/11/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Why the change from contacting me in the " next 24 hours " to " asap ", as soon as possible ... , why the delay ? It's been long enough .

• Initial Complaint

  07/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a warranty on my HP laptop and noticed that the battery was expanding and made a warranty claim to fix the machine on July 24, 2021. The laptop had its battery and fans replaced. Upon receiving the repaired laptop (that passed all checks), I noticed that the computer would constantly blue screen, way more than it did prior to repairs. I got the laptop sent in again for repair and the SSD was replaced with a smaller one than I had previously without notifying me. I made another service request to replace the smaller SSD to the original specifications. While I was using the laptop, I also noticed that the fans were making a clicking sound and the battery has expanded again. The battery expanding twice within 2.5 months is very dangerous, and the overall process of 3 separate repairs has caused me a lot of lost productive work hours.

  Business response

  19/10/2021

  Business Response /* (1000, 5, 2021/10/07) */ Hello, We will assign a Risk manager to contact the customer within 1 business day. Regards, HP Inc.

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