HP
Reviews and Complaints

I am in Alberta, Canada.

I am having ongoing problems with the HP Officejet 150. It rejects genuine HP ink cartridges. This problem started around March 2017. At that time, I spent countless hours troubleshooting over 3 days. I finally got the printer working. The same problem, happened again in November 2017. The printer is defective.

I am in remission from cancer and have been told by my doctor not to engage in stressful situations. Dealing with HP is very stressful.

A week ago, I wrote CEO Mr. Dion Weisler several times through the HP online complaint forum. He has not replied.

I tried contacting HP Canada and got rough treatment from phone reception there. They keep trying to transfer calls to the customer service clerks in Rio Rancho, Albuquerque, New Mexico (USA). They refuse to escalate my case to Canadian managers or Vice-Presidents (VPs).

I tried reaching HP Canada's CEO Mary Ann Yule but HP Canada phone staff said she quit 3 weeks ago. She only started in 2015. I tried leaving phone messages for HP Canada Senior VP, Ms Natalie Benitah, who oversees Printing. She will not return calls. The HP Canada office is located in Mississauga, Ontario. HP Canada staff refuse to say who manages the reception phone staff and refuse to state the address where their office is located, most likely to prevent customers from writing to senior staff.

I tried going through the so-called HP Executive Customer Relations (Customer Service Dept) located in Rio Rancho, Albuquerque, New Mexico. I spoke to several Case Managers (they are actually customer service clerks -- they do not manage other employees). I got bounced to a female supervisor, first name Karime. She called one day last week and, as compensation for my defective Officejet 150, offered me $7.00 CDN for a printer that cost me $314.70 CDN! I was very upset.

During the call, Karime repeatedly talked over my voice, and repeatedly interrupted me, however I held my ground. I told her that she was being rude and disrespectful. I asked to be transferred to her manager. She refused. I asked to be transferred to the senior VP of Customer Service. She refused. I asked for contact information for both of those people. She refused.

Overall, the whole experience with HP customer service has been very upsetting. In Canada, most companies do not treat customers that way. Given the mistreatment I received from the supervisor, Karime, I filed a harassment complaint with the HP Corporate Compliance Office.

In December 2017, I wrote the Canadian Broadcasting Corporation (CBC), which has two national TV shows ("Marketplace" and "Go Public") that address social injustices or consumer concerns. In my emails to them, I asked each if they were interested in doing a show on HP Inc.'s defective products and poor customer service. Replies pending.

I also filed a complaint with the Federal Trade Commission in the USA and a complaint with the Attorney-General for the State of California, Mr. Xavier Becerra. Replies pending.

I bought my defective HP printer at Staples Canada whose headquarters are in Ontario. I filed a complaint regarding HP with the province's Consumer and Corporate Affairs Dept. Finally, I contacted the Government of Alberta with a complaint regarding HP to the Ministry of Government and Consumer Services. Replies pending.

I was shocked to learn that a Class Action lawsuit was recently filed against HP Inc. in California by six Americans. At least three American law firms are involved. A law firm in Toronto, Ontario, Canada is also calling on Canadian consumers to sign on to the same Class Action lawsuit. I saw a posting about that on Facebook in early December 2017.

The lawsuit is about consumers who own HP printers and who use non-HP inks. On September 13, 2016, HP allegedly reached into HP customers' homes and changed the firmware on their printers such that those printers could no longer use non-HP ink. HP did this in the UK as well and possibly other countries. The British Broadcasting Corporation (BBC) did an online article about this in 2016 because so many British customers who owned HP printers were outraged. They could not get their printers to work.

It appears that HP is now in a lot of legal trouble. HP had no business changing firmware on printers that customers bought. In my opinion, this is considered to be an unfair trade practice and, if so, such practices are illegal in Canada and the USA. As of December 10, 2017, the lawsuit is still pending, and has not yet gone to trial. The lawyers have asked that the lawsuit be heard by a jury (not by a judge alone).

The firmware change by HP affected a lot of HP printer models, in particular some of the Officejet models. I have an Officejet 150 and I believe that my firmware got screwed up by HP because my printer seems to reject certain brand new genuine HP cartridges but not other genuine HP cartridges. I have never used non-HP ink even though it is not illegal to do so. I spent over $150 CDN this past month alone buying several genuine HP cartridges trying to find a HP cartridge that would work.

Over the past year, sales of HP printers and HP inks started dropping. I suspect unhappy HP customers have begun switching to other printer brands. In an attempt to prop up sales, HP bought Samsung printers.

I will now contact a third party to get the names and phone numbers of the manager who supervises the supervisor Karime, and the name of the senior VP for Printing at HP Inc. in Palo Alto, California.

As a consumer, I do not put up with abuse from customer service staff, including those at HP Inc. I have been a loyal HP customer. I don't care if I have to spend 5 years fighting to get my problem solved. If it takes that long, that is what I will do! Every consumer should be treated with dignity and respect.

To resolve my problem, I am asking HP to show good will by giving me:

1) a replacement Officejet 250 or similar (the Officejet 150 is now discontinued); 2) at least six ink cartridges for the new printer; and a three-year warranty for the new computer.

As a sign of good faith, I will return the defective Officejet 150, the power cord, user manual, and several defective HP ink cartridges -- all at my own expense.

Thanks for reading my long, sad story. I will keep you posted.

I have used and recommended HP printers to owners and employees of the businesses we worked with for at least 25 years. Our previous HP printer lasted only a couple of years the latest, an Office Jet 7612 all-in-one, lasted only a year and a half. When I went to the HP website, I had to put in the model number and/or serial number. The site did not recognize either. I tried calling HP support, when I actually got a person on the line they said to call another number, then another until I gave up. It was a very frustrating ordeal! Actually each person I talked with said to go to the HP website, which didn't work.

Even when the printer worked it would refuse to run when ever everything was not perfect, often refusing to print black unless all of the color cartridges were genuine HP, were full of ink and firmly in place. Also it was very difficult, if not impossible to scan, when everything else was not perfect.

The HP ink cartridges are very expensive and run out relatively quick! Partly because they waste ink every time the printer is turned on (going through it's testing phase) and sometimes after a few pages had been printed.

I will be shopping for another printer this weekend. I will look first for anything that is not HP. I will also look for the cheapest I can find (if they only last for a year or two) and use the scanner I had before the latest printer was purchased.

Complaint against fraudulent promises and representation by HP customer care.
History: Bought laptop 15-ay009dx in Nov 2016. Opended the box for first time 11/27/17. yes after a year. Noticed the battery had died and the laptop out of warranty
Called HP customer care on 11/29/17 to report the dead battery and buy a new one. the rep. suggests, I repeat the rep suggests that I should buy a 1 year care package ( extended warranty) at $79 instead of the $59 battery and once the order is processed they can ship the battery for free as part of the extended coverage. Sounded like a no brainer and I bought the extended coverage. I called them 11/30/17 to check on the order processing status, which was and I was charged, and asked them to ship the battery. Now the saga begins for almost an hour, spoke with Parth, Andy and Jay the Loyalty manager and they all said that the rep mistakenly sold me the coverage since batteries are not covered. this is a fraud and I would like a resolution to this. PLEASE HELP and PLEASE GET HP to acknowledge their mistake and HONOR their promise. They still have my $79 and I will never get the battery...feel cheated and robbed..

[protected]
client name - Rekha
As HP printer 132 NW created a problem.
I gave my printer to my dealer and they repaired it again and again and charged me Rs.850 (bill attached), dated [protected] it creates a lot inconvenience to me. Really very fed up with Ur service provider.
Issue is it creates a lot of sound while printing after the day I got repaired it and I do complain for it on the same day again and again there was no response and printer is with them.

So I am not satisfied from your service, I am student(B.Tech in CSE)and have to submit many projects, paid for printing even having printer. So I am not satisfied with this model.Kindly refund me or replace it with upper model. If my issue is not resolved within 2 days then I must have to take step for consumer court.

Thanking you.

After getting disconnected twice, I ended up with a rude person by the name of Hector, who was impatient and told me basically that my machine was out of warranty for tech support, but STILL in warranty for hardware. I asked him if we could make a determination as to why the computer kept freezing and wouldn't load. He told me that because it was out of warranty, he couldn't help me. I said at least we could see if it was a hardware problem. Hector was rude, and spoke over me often, refusing to listen. I know HP has received many complaints about locating their help centers overseas because of ethnic differences in how certain genders are treated, but I felt had I been a man, he would have listened better. He kept mispronouncing my name on purpose, and was disrespectful when corrected. I asked him if I bought an extended warranty, how much would it be and for how long. At first he said $79.95 for 3 years, then changed his tune to say "but it will be from the time your original warranty ran out". I told him I didn't feel it was right, that the warranty should be from the date of purchase, going forward. Basically he was rude and flippant, and said that was HPs policy and there was nothing I could do about it. I asked to speak to a supervisor, and he not only refused to put them on, but said I needed to accept his decision. Had he been a tech that knew what he was doing, he would have at least spent 5 minutes going through a small diagnostic determination and found that the computer was not finding its hard drive, which should still be covered by warranty.

I called ab my printer not working and Kevin Taylor from HP customer service was the absolute most rude person I have ever encountered in a customer service situation. I informed him that I hadn't received a call back for my trouble shooting issue. He told me if I don't wanna renew the warranty then why am I wasting his time. I was blown away. He told me to call a supervisor and he didn't care what I did and hung up on me.

We purchased an inkjet printer today and tried to set it up. We had a problem trying to align the print cartridges so called the number that came with the printer for set up support. The support person accessed our computer to check what might be causing the problem. We have a MacBook and so were referred to the apple specialist. The diagnosis was that the firewall was turned off which caused the problem as well we had a lot of foreign URLs on the computer. We were told that we had not renewed the firewall and we could purchase a one year extension for $200 or more money for a longer period. We have used apple products for many years and this was new to us so we declined in order to check into this further. We discovered that Apple computer's firewall default setting is off and there is very little need to turn it on, in fact it may cause some problems. However it can be easily turned on through settings if one wanted or needed to, nothing to purchase or to license. Needless to say we are appalled that HP support is scamming customers. We just want to complete the setup but how can we trust HP support!

I am extremely frustrated with HP. I have been buying all of my desktops from HP, but after my last order I will never shop at HP again.

I placed an order on hp.com on 8/25/2017 for a desktop for $1, 287. The order information stated the ship date was 9/7/17 and the delivery date of 9/16 which was already too long but I decided to wait.

I called to complain but was told they don't know why so they would email the order department to find out. I got an email the next day and was told 10/16/17 . I received the computer late September but it was not working. It turns on but cannot get pass the first stage of setup.
I called HP and was asked to send the new computer that I never got to use in for service.

The computer was delivered for repair on 10/3 and until today it was showing 10/13 as delivery date but now it is showing a delivery date of 11/30/2017.
This is ridiculous. HP customer service people are no help. They just tell me what I see online. Nothing. I am at a point where I just want to tell them to keep it and just buy a computer from Dell. Dell is dependable. I am done with HP after this.

Don't buy from HP.com. If you need a HP computer get one from a store.

Today my printer balked and wouldn't finish my printing job because it was too low on ink. After doctor appointment I went and purchased the entire set of the four colors, came home and installed them and a screen popped up
telling me I was receiving a "FREE" gift because I had purchased original HP ink cartridges. What a lousy rip off. I never received any gift. HP certainly knows how to win friends and influence people. I see on Google this is their normal practice, what a scam. Today is October 4, 2017, the 950-951 4 pk. was purchased this morning at a local Walmart here in McMinnville, Oregon. The manager of this store is Josh Volbeda at [protected]. My transaction ID is #[protected]. Contact me at "[protected]@gmx.com" for any further information.
Wayne Brault

Last night, 9/28/2017, we accepted an "update" from HP--something about printing.
This morning, 9/29/2017, I attempted to print. I received a message that my printer was not connected to the computer--tried to connect, kept getting a message that I needed a "passphrase" to connect. To my knowledge, my printer does not have a passphrase, so I called HP customer service.
On hold a long time. Then, The customer service, printing department--ZUBY--in India said, yes, no problem, just allow me remote access to your computer. I foolishly did so, and watched as many of my computer's files were deleted (I thought the tech knew what the problem was, and was correcting it. Silly me.)
The last thing the customer service, printing department did was reboot the computer. I suggested I put in my PIN number, but Zuby said, no, it will come up. We waiting a while staring at the screen. I finally got on--my PIN wouldn't take, had to use an old password. Couldn't log on to the Internet. The printing department transferred me to the computer department; on hold again, but they couldn't help. The computer department transferred me to another department who said they'd help if I gave them $50, and signed up for a year's support for a monthly fee. I requested the complaint department, was transferred to another department. On hold again. They reiterated I had to pay to fix their damage. I asked to speak to the manager. They agreed; on hold again. Then someone hung up the call--I had been on the phone for 2 hours, 45 minutes, 34 seconds.

I have purchased a HP laptop from Relience outlet in the year of 2015. The lap has a inbuilt windows 10 operating software which has crashed. I tried to reboot the laptop and not successful. I tried with service people to rectify the problem and found that they can reload with pirated operating system that was not acceptable by me. Then I contacted HP customer care regarding this and they have informed that, they will provide the operating system through courier in the form of CD. They registered the compliant and the case id is [protected]. I am trying for the last one week to get a mail from to HP for making the payment as they have informed. But till date there is no response.

Since printers should have about a 5 year lifetime, why did my 2 year old printer loose a print head. Could it have been from the Instant Ink Program and them using cartridges over and over again? Who knows. The tech support guy started out talking like he was going to give me this super deal on a new printer, but it was the same price I could buy it for from HP.
Maybe its time to look at another brand.

Asked for local HP repair service location. was put on hold then informed I had to get a case number([protected]) case # [protected].
Asked what cost and fee would be. I was then told my unit was out of warranty and needed to transfer call to out of warranty service to get actual cost. After waiting several min on hold. The person who responded had no idea why I was calling and then I learned he a a sales person. Then person stated the cost would be approx $600.00. What was needed was the mating connector for power supply to be replaced. My grandson plugged in the wrong power supply and bent the mating pin in lap top.
Once again, As a long time HP customer this is not the customer standard I have experienced in the past. The objective was to sell a new unit and not provide service to the customer. I will not purchase or recommend another HP product.
Gino

I purchase a top of the range HP Spectre laptop about 6 months ago and their is a hardware issue where the USB drives have failed. I still have 6 months left on my warranty.

I purchased the laptop in France (when I was living in the UK) but have since moved to Malaysia.

I have spoken with HP support in the US, UK, France and Malaysia and no one can help. They just push me between eachother and wont help.

The issue is that the part they need to fix my laptop is not available in Malaysia (and cant order it in apparently) and France support wont help if I am not actually in France.

So now I have a laptop that I cant use the USB drives on after 6 months after spending best part of £2k on it and HP support provide no resolution. Very disappointing and has put me off ever buying an HP laptop again (was a loyal customer and have bought HP laptops for the past 5+ years.)

I would like to speak to a real person. I cannot get on line. I need to explain what the computer is doing so the problem can br fixed. You can contact me by phone, [protected], or my lap top, [protected]@comcast.net. I really need to speak to a tech. I've always have bought HP products, but this not being able to talk to a real person, that you can understand, is garbage. Thank you for any assistance you can give. I am in Massachusetts, zip code 01720

I constantly get an error saying there's no admin on my laptop when trying to connect it to my HP printer. I contacted technical support and they gave me the run-around for almost three hours. Eventually told me that I should buy the warranty as mine has expired. But I wanted a different thing. I just didn't know how to make myself an admin! I hung up the phone without getting help.
That was very unprofessional of them.

I just spent two hours on the phone with several representatives from HP. Several of the keys on the keyboard of my HP notebook computer are not working correctly. The first guy I talked with said that I needed to send my computer to the repair department to replace the keyboard – cost? Approximately $300. My computer is out of warranty since it is 16 months old.

When I was not satisfied with that resolution of my problem, he transferred me to someone else who spent 45 minutes or so trying to find the part number for the keyboard so I could purchase it and replace the keyboard myself. He searched and searched HP’s site, but was unable to find any information on the part. Both of us marveled at the fact that the replacement keyboard was unavailable on a computer that is as new as mine is.

He transferred me to Central Warehouse Dispatch and I spoke to a fellow in India. Bottom line from this fellow was that I needed to send my notebook in for a repair to the tune of $300. I asked several times for the part number so I could order the part, but he said it was not available. Although I explained to him that everything, except for people, has a part number, he would not give me the part number.

Two hours of my life and nothing to show for it, but frustration. Oh, at my utter embarrassment, I just purchased another HP notebook for my husband for his birthday!

My new mission in life is to share my story so that others will think twice before buying an HP product.

I bought an HP Envy 360 three months ago, it was working fine until last week when suddenly it would not boot up and I got a screen that said my Boot Configuration Data doesn't contain valid information for an operating system and that if I did not have installation media, to contact the device manufacturer. I tried calling HP technical support via every phone number for HP that I could find and all I got was an automated system that told me to go to the HP website for technical support. So I did that, and painstakingly filled out their form (slowly pecking away on a tablet with one finger), including a detailed explanation of the problem. Finally, I got to the line on the form that wants the serial number (required). I did not have it. After close inspection, I figured out that the serial number is on the back of the device, in teeny tiny light grey print on a silver background. I went to find a pair of high-powered magnifying glasses, and when I got back, the form I had filled out was gone! So I tried again to get ahold of any live person at HP. After several attempts, I finally did get to somebody in sales/ orders (new customers who are buying HP products get live people to talk to, existing ones don't). I know it did no good, but I yelled at her, poor thing. All I need, I think, is an installation disk or thumb drive but HP is no help at all . I've noticed that at least one person who has complained about HP technical support actually got to talk to a real live person, but based on my experience, I don't think that's possible now-a-days. Maybe if I had been able to fill out that form! Why wipe out a nearly completed form (all done except for the serial number)? Are they intentionally trying to torture people? I think so. A sadistic company, in more ways than one. I am now on my third HP laptop (they used to be good) but I'll never buy another one. For all practical purposes, there's no technical support.

I'd give them the worst rating if I could...
I've never encountered support worse than theirs. Been on phone with them for three hours to get my laptop fixed and their recommendations about what I had to do didn't help. We couldn't understand each other, they advised me to do things I already did when talking to them. It was so confusing. I demanded to talk to a supervisor but they hung up on me...
Please if you're not sure how to do your job properly then just leave it. Worst service ever!

I bought the printer in November 2016. Pretty much every other time I used it there was an issue with the ink carriage or cartridges, problems with the printer communicating with my computer. So finally after 4 or so calls we pinpointed that an ink cartridge was "bad". Then I started trying to print stuff for my small business yesterday and everything kept getting jammed. Finally I called when a little spring and wheel came out in my paper tray. At first the Customer Service Agent just didn't listen, he told me I needed to clean the little wheels and I said "well pieces are coming out so that isn't good". He offered to send me a replacement (I still have warranty) and I asked if I could pay the difference and upgrade to a better printer. I typically love HP products, but this printer just wasn't great. He said "yes, I will sell you this model that is $130 for $70 and throw in free ink." I thanked him, felt good about it. When I got the confirmation email and decided to check out the model, I found HP and everyone else sell this model for $72 to $79. I was so mad. So I called back, demanded to talk to a manager. After the whole story, I was offered $20 credit. I spend $132 on printers in less than a year, not counting ink and got a $20 credit. I may no longer be an HP Girl :(