ComplaintsforHP Incorporated
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Complaint Details
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Initial Complaint
08/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My laptop I bought from HP is falling apart the sound barely work on it the battery won't stay charged and headphone ***************** out.Business response
08/08/2024
HP apologizes for the inconvenience, but we need more information. Please provided email (provided multi users), serial number, proof of purchase, so we are able to find call records to assist with your issue.
Regards, HP Inc.
Customer response
08/09/2024
Complaint: 22107311
I am rejecting this response because:
Sincerely,
*****************************Initial Complaint
08/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought a HP Deskjet4100 all in one back in March. It has given me nothing but problems from the beginning. I have never, not once gone to print something and it just print without me having to troubleshoot or call tech support. It has been a different issue every time. Today, I have spoken to 4 different reps on 4 different occasions and on the 4th one, I asked for a replacement. I dont feel that it is fair for me to have to keep doing this time and time again. He said we would have to do more troubleshooting. Everyone I talked to kept say we have to try this and if it doesnt work, well have to send a replacement then it would print and I would hang up and 15 minutes later have to call again. I had my old HP all in one for 6 years and didnt have a bit of trouble with it. I have been patient thus far but it is very apparent at this point that there is something wrong with this one and I feel I should be able to exchange it for one that will work. I appreciate the techs for helping but they werent listening to me at all or understanding the fact that this has been going on since the beginning and they were acting like it is ok for me to have to unplug it every time before I use it to restart it but then blame it on my router maybe being too far awaywhich it most definitely shouldnt be. If that is the case, this is awfully weak and the old one I had to as much better! My phone works perfectly fine, my WiFi works perfectly fine, everything that is hooked up to WiFi works finethe only thing with a problem is this printer.Business response
08/06/2024
HP Case Manager has been assigned case **********. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Initial Complaint
08/02/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased an ** Envy 7855 All in One Printer in March 2021. It was difficult to set up, but eventually seemed to work okay. I was replacing a Canon Pixma that wasnt AirPrint capable. I actually ordered two of these printers - one for me and one for my mother. I have had several problems with them in the past, but recently, I have been unable to print from my iPad, and my mother has the same problem. I tried restarting as directed by the ** Community (users helping other users) both the printer and the iPad. I can now send to the printer, but when I ask it to print one copy, it prints at least three. ** offers nothing in the way of solutions, since the device is out of warranty. In addition to not providing online support (which doesnt specify that support isnt provided because it is out of warranty, but instead directs me nowhere and asks if I need more assistance, which sends me back through the same process, without ever telling me why they cant/wont help.), no phone number is provided, and when I searched for ** contact info, I am told (by **) that no phone number is provided for out of warranty devices and any number that can be found online is likely compromised. This means that three years after purchasing, there is no way to effectively get assistance for issues, and I should just throw the device away and buy a new one? If that is the case, I certainly wont be buying from ** again. I may go back to my Canon and just print from the laptop, but the laptop communicating with the ** printer has never been an issue. It is just the iPad I have issues printing from. And the whole reason I purchased this printer was to be able to print from the iPad.I dont care about getting money back, but I would like to be able to get the printer operational again and not have to junk it three years after purchasing. ** doesnt seem to care about their customers or any long term service to them. I would like some recourse, and a way to resolve my issues.Business response
08/06/2024
HP Case Manager has been assigned case **********. The customer will be contacted within 1-2 business days. Please note your printer is out of warranty -878 days and end of support is 11/2024.
Regards, HP Inc.
Initial Complaint
08/02/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased a laptop from HP.com on 7/4/24. HP said laptop had to be built so it was delivered to my home on 7/15/24. I contacted tech support on 8/1/24 because I noticed the warranty was activated in December 2023 but I didn't purchase the laptop until July 2024. I was concerned that this meant the laptop was not new, but the agent said it was and they will extend the warranty. Another agent called me later to get the laptop info to extend warranty, but I did not have it at that time. I requested they call me back in two hrs for the information, they agreed, but never called me back. I also noticed that the battery gets hot and feels unsafe, so I made an online request to return the item due to these issues on the evening of 8/1/24. I felt it was better to return the laptop due to these issues. I received an email on 8/2/24 from return team that I needed to contact tech support for battery issue. They didn't issue me a return. So I contacted support again and the same agent from previous day helped me. When he asked for the serial number and product number from the laptop, he said that the product number did not match the invoice. I asked if that means I received the wrong item, but he assured me it was the right product. Very strange. We could not resolve the battery issue, so I said there has been so many issues with the laptop, I just want to do a return. He sent me a link, but that was the the same link I already used to initiate the return, where I was told to contact tech support. So now I am being given the runaround. Why am I ***** to just get a return for this laptop that has so many issues? I am well within the 30 day return period and have had issues with laptop battery, warranty, and according to the agent the product number is wrong too! I have included a copy of the chat with tech support where nothing is resolved and yet I can't get a return/refund. I need a return label for the laptop so I can return it to HP and get my refund.Business response
08/06/2024
HP apologizes for inconvenience and the defective HP Pavilion Plus Laptop 14z-ey000, 14" 8CG427555Z. Return has been generated, and Laptop is currently on its way to our ************** Corporate Office has requested, and acknowledgement confirmed funds have been released 08/06/2024.
Regards, HP INC.
Customer response
08/08/2024
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
08/02/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
brouth the hp care pkg need ser on it, on phn for over 1.5 hr going to one dept to another con care said its bus product, bus product says in consumer care tried of the run around getting no where in the pass 2 days order # h353345419 brouht though the corp hp store tech support cant help till this gets reg then told to go on line cant do that as an error occursBusiness response
08/02/2024
P Case Manager has been assigned case **********. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Initial Complaint
07/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Hp sprocket studio is a wonderful photo printer that is now discontinued by the company. They recently started selling paper of a different quality. The paper is very noticeably thicker and stickier causing the printer cartridge ink paper to tear and malfunction, damaging the printer. I have samples of both I can provide as proof. The printer is no longer under any warranty and there is a new upgraded printer to buy. When called to ask for information on how to fix this issue, I was informed there is no fix. I need to buy the upgraded version. When a company sells goods that damages their product, there needs to be some type of recourse.Business response
08/01/2024
HP apologizes for the inconvenience, but we need more information. Please provided Sprocket product / serial number, and copy proof of purchase, so we are able to find call records to assist with your issue.
Regards, HP Inc
Initial Complaint
07/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Hp ink print is charging me for a month I didn't have their service. I was told by ********* July 11,2024 I would receive $11.38 credit and then would deduct that same credit for payment. I never received the credit as of today July 30, 2024. Now I was just told today July 30,2024 by *** the hp rep I need to pay $11 38 and I will receive a credit then they will deduct it back. I'm not sure why I have to pay and I NEVER had service nor was the refund issued earlier th8s month. I have sopek with 4 hp reps and no one is helping me or doing what they say before the pg8ne call ends.Business response
08/01/2024
HP apologizes for the inconvenience regarding the Instant Ink Billing. HP Instant Ink Manager Rep. has been assigned case ********** and will contact the customer within 1-2 business days.
Regards, HP Inc.
Customer response
08/01/2024
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
07/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I just bought a brand new hp computer printer and this company is so large I can't get the correct department to assist me. When I did finally did get the correct department it just said "we can't take your call at this time" after wasting 3 hours trying to get an hp computer to print on an hp printer they're both brand spanking new.Business response
08/01/2024
HP apologizes for the inconvenience. HP Case Manager has been assigned case **********. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Customer response
08/02/2024
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
07/29/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On March 19, 2021, I purchased an Hewlett Packard desktop computer, along with a 3 year risk free care pack (service plan). The care pack cost $146.99. The terms stated that if you did not use the care pack during the 3-year period, you would get your money back. I purchased directly from hp.com.I did not use the service plan. So on March 22, 2024, I filled out the rebate form and submitted it to the provided email address, along with a copy of my order receipt. The form stated I would receive my rebate in 6-8 weeks. I did not receive any confirmation that my form was received. There are no phone numbers provided on the form.On May 15, 7 weeks & 5 days after initial submission, I sent a follow-up email requesting a status update and confirmation that my form had been received. I received no response.On May 31, 10 weeks after initial submission, I sent another follow-up. I received no response.On June 6, I sent another follow-up. I received no response.On June 16, I sent another follow-up. I did not receive a response.On July 1, 14 weeks & 3 days after my initial submission. I sent another follow-up. This time, I received an auto-response. The auto-response stated to allow 6-8 weeks, plus an additional 4 weeks due to high volume. It also stated escalations should be directed to ******************** However, when I clicked on the email, the actual email address was ******************* There was no phone number given.On July 9, 15 weeks & 4 days after my initial submission, I sent an escalation email to both ***** and ***. I did not receive a response.On July 16, I sent a follow-up to ***** and ***. I did not receive a response.On July 23, 17 weeks & 4 days after my initial submission, I sent follow-*** to *****, ***, and the original rebate email address. I received another auto-response identical to the one I received on July 1.On July 26, I sent a courtesy email to ***** and *** notifying HP that I would be filing a complaint with the BBB.Business response
08/01/2024
HP apologizes for the for the long lead time in receiving your Risk-Free Rebate Refund H341369535. HP Case Manager has been assigned case **********. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Initial Complaint
07/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased the following as a gift:HP - DeskJet 2734e Wireless All-In-One Inkjet Printer with 3 months of Instant Ink included from HP+ - ****************** 2734e Wireless All-In-One Inkjet Printer with 3 months of Instant Ink included from HP+ - White Model:26K72A#B1H SKU:6519928 They recently recently had to move, due to a fire in their apartment. The printer quit working after they moved. When they moved, they had to switch internet providers from **** to Spectrum. The printer is under the manufacturer's warranty until December. We made two, one-hour calls to HP, to work with their technical department to try to get the printer to work. HP told us on both calls, that HP printers will not communicate with Spectrum. HP wanted us to get a new router which is unreasonable since it is their product that is defective. The printer would still be operational if we had ****. They refuse to give a refund. They only want to give us a pro-rated refund. This is also unreasonable considering the product is defective. Both calls were recorded. We spoke with two people in the technical department, one supervisor, and one manager. They are unwilling to issue a refund so we can purchase a printer that will work with Spectrum. We were not planning to purchase a new printer so we need the refund to purchase a printer that will work.Business response
08/01/2024
HP apologizes for the inconvenience regarding the connectivity of your HP DeskJet 2734e All-in-One Printer. HP Case Manager has been assigned case **********. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
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Customer Complaints Summary
2,352 total complaints in the last 3 years.
728 complaints closed in the last 12 months.