HP
Reviews and Complaints

I have subscribed to the subscription for HP Ink. I only received 1 half empty cartilage my whole year nearly subscription.
I then called to ask for a cartilage and they sent two curious sets out.
The issue is that they sent it to the wrong address.
I called to fix this information and the customer service reps act as if I was incompetent to understand how things worked. They insured me that the package had not sent out, when in fact I had CONFIRMATION DELIVERY to the WRONG ADDRESS. They then decided to after spending 1 hour on the phone, investigate and finding out they were delivered to the wrong address. It took me nearly two hours of my time to get my package resent because no one wanted to do the back end work.

I spoke with Kevin and Tom and they both failed at customer service.

My HP Envy 5055 - which is monitored remotely by HP for ink cartridge level and paper feeds used - suddenly had a message flashing on the dialbox to open the cartridge area and clear paper jam. I never had a paper jam before, so this was a surprise, but paper jams do happen. However, there was no paper that was jammed. I took ourtevery removable part, wheels and all, the paper tray below and used a vaccum cleaner to suck out any paper dust, and applied some alcohol on the wheels, wiped dry and clean. I tried with the help of a HP technician remotely - whose English was not adequate - to re-set the software to factory level; but that would not function: all setting except this one moved to the next window or menu.

So finally the technician turned from being empathetic and helpful to being abusive: there must have been a power outage or surge, a virus in the computer infected the printer because you tried to use cable connections as well (as wireless connection), and removed too many parts, etc. It is when Boeing does not take responsibility for engine failure that might lead to the death of its 234 passengers and crew on board a long flight or at take-off.

I was told promptly to buy a new printer as the warranty of this printer just expired two months back when the flurry of cartridges started to arrive from HP ; i returned two as they were not needed, and I was stilled billed for them.
So there you are: HP sends all manner of codes to the printer to empty out the ink, display false messages so you'd rush out an invest in a new printer. Corporations get away with so much dirty-hand tricks.

I purchased hp smart friend pack and I waste the whole day talking to different different technicians that cannot resolve my computer problem they all want me to do to clean up on my computer and download new Microsoft 10 software and nothing happen we gone thru F2, F9, F10, F11 new flash drive another computer to download Microsoft none of those work. The first agent said cleaning up and downloading new Microsoft 10 will is the only way to resolve the issue of your computer but guess what none of it resolve the issue of my computer. I want a refund for it. It's a waste of money and time.

First of all you have to a PHD in printer technology to understand the instruction manual. Secondly, you more than likely will be speaking with someone who has an accent so thick that you will not be able to understand a word they say. Thirdly, I spent four hours on the phone with an agent who at the very end of our conversation finally concluded that I needed a new printer. It was a nightmare and from what I have read in other reviews this is very common. I would never recommend an HP product to anyone based on the terrible customer support alone. I am having other issues with the newly replaced printer regarding the support team. My product does not have a touch screen. Instead it has a series of 6 touch light buttons that are hard to decipher.

Purchased Pro 8035 - Aug 4, 2020 at that time HP was awarding free ink with purchase. I called the Instant Ink to register for the free "INK". It was for NINE Months of ink refills, during the process the female person that I was speaking to was entering my information. THEN she said to me you have just been awarded ADDITIONAL INK which makes your total of 21 free refills, I thanked her and I was told as I use my ink HP will monitor and send me the ink. I ran out of ink had to purchase at the store. I then called and my information couldn't be found. The gentleman THEN sign me in and I stated to receive Ink as HP stated. I have RECEIVED only SIX ink deliveries. I get a lock out statement on my PRINTER - MY PRINTER. That reads Cannot print with HP Instant Ink cartridges. Payment method needs updating. Sign into account at WWW.hpinstantink.com I called HP and the only people I can speak with are in the "Philippines". they tell me I don't have a account and I owe $10.55 for billing cycle May4-June4 and I try to explain what my experience is with this HP process and they tell me I can see you have only received 6 shipments "BUT" I must pay them or my personal HP copier will be locked out and I can't use my personal copier. I ask them to go back and listen to the recorded conversation on Aug. 4, 2020 and they will totally understand that my machine shouldn't be locked out keeping me from using my machine, I also have two young people in college and HP is stopping them from using my machine. So it's been weeks now and I had to go buy another copier for my children to use. No disrespect to the Philippines, they read to me what they see and should be able to understand "just" from what they are telling me. My machine shouldn't be locked out. I WOULD NOT HAVE PURCHASED A HP PRODUCT IF I HAD KNOWN THAT HP COULD LOCK OUT MY MAHCINE AND KEEP ME FORM USING MY PERSONAL PRODUCT, THAT I HAVE PAID FOR AND DOESN'T BELONG TO HP. I HAVE ASK THREE TIMES NOW AND ASK FOR A INVESTIGATION HP CASE # [protected] TO GO BACK, LISTEN TO MY CONVERSATION WHEN I REGISTED AND RETURN MY MACHINE TO MY CONTROL OF OWNERSHIP. I WILL NEVER PURCHASE ANOTHER HP PRODUCT AGAIN IN MY LIFETIME. I AWAIT A RETURN CALL FROM HP CONCERNING THIS MATTER. RONALD CUCINA [protected])

Sent UP, Santiago Reyes, Case Manger

Re:  CPL#[protected] CRM:[protected]

I did not receive a call from you on Friday which I was expecting. You have called me every Friday telling me the same thing - that my computer can not be fixed and a check for 1299.99 has been sent to me. Have I received it yet?
However, you probably had nothing to tell me. I have never been told the truth. We both know that I have NOT received the check that HP owes me of 1299.99.
This complaint began on March 21, 2021 when I sent you pictures of the 13" HP ENVY laptop under warranty. I sent it back to you as requested. by UPS label you sent to me.  I was told it could not be fixed. And there was no comparable computer to give me. I have been in constant contact with you & HP since that time. 
I was told varying reasons why I did not receive the check including problems with HP financial dept and issue with mail in mid May. As it is now the end of June and I still have not received the promised check - which by the way, another case manager was able to see I was due when you were not available (This happens every time I call you back as requested). This case manager said he had to transfer me to his manger.
I waited on that phone landline (being promised at intervals that some one would be with me shortly). after 1 1/2 hrs. I kept the line open and called your supposed direct line from my cell phone. Another personan also told me that I would need to speak to a manager. I was now on 2 lines waiting and never getting to speak to anyone. Then the landline phone went dead and I got a message "If you would like to make a call please hang up & try again" this meant that HP hung up on me after 2 hrs or more. Then the second phone - the cell phone went dead. I looked at the time and realized that is was probably after HP hours and that HP just ended all calls.
After months of phone calls and emails and promises "the check is in the mail" I still have no computer and certainly not the promised check.

AFTER SPENDING HOURS TRYING TO FIGURE OUT WHY MY PICTURE WAS COMING OUT GREEN (WHICH I NEEDED TO SEND IN FOR A LISCENSE) I called tech support and told them that there was no magenta coming out in my diagnostic test, which I first contacted the store thinking it was the cartridge.
Tech support told me it must be the printer head -- and they could not help me because the 1 year warranty was up 6 months ago! I would think that any product you buy should last longer then 6 months past a warranty. So basically I bought a piece of crap. I do not think i ever printed out pictures before so how do things break if they are not used? The government offices are not opened and everything is needed to be done on line because of Covid, and is putting a lot of stress on the rest of society. It is very dis-heartening that companies seem to lower their standards on a daily basis.

I have an open case number [protected] which has been opened since 29/04/2021 and it's really very disappointing that my issue is still not fixed. And i have been running diagnostics for the battery and still my issue has not been resolved yet, When i ran the diagnostics i face the battery fuse issue after that i was told that i need to pay more than 8K to replace the battery which is legit even having a HP care pack which is still ACTIVE and not expired yet and which clearly says i have a battery replacement free with the HP CARE PACK, There is no fix for this unless replacing the battery. I am student who is pursuing for the MBA and i hope HP should understand how much need would be there for a working personal laptop of mine which is not been purchased a long time back and i have started facing the this battery issue which totally disappoints me and will think twice while buying the HP products in the future. Either HP should refund the amount of my HP laptop bought from the HP world Jaipur Rajasthan or HP should replace the battery free of cost as it's a part of my HP Care Pack Plan which clearly shows the deliverables to me, HP provides horrible and worst customer service ever.

I purchased an Envy Pro 6400 series last September and enrolled in the Instant Ink programme.
All went well until I got a paper jam. It then started printing cutting through the top line of type.
Switched off and disconnected then re-connected after 5 minutes which seemed to resolve the problem until I got another paper jam.
Same issue but this time the disconnecting method did not work.
After a 2 hour phone call and remote assistance I was sent a replacement as my printer was still in warranty, and told to keep instructions, cables, inks, etc.
The new printer came - without ink - but the old cartridges were not compatible because I was enrolled in the Instant Ink programme.
A return label for my old printer was also not included. Further communication with HP resulted in new inks being sent and being told that 'there must be an address somewhere where you can send the old printer'. In the meantime an email from UPS indicated that a return label was on its way.

I put the new ink cartridges in the replacement printer and a printer information page printed - cutting through the top line of type - see photo below.
I tried to connect it to the Instant Ink programme but it needed a code - which it didn't give on the configuration page.
I therefore could not connect my laptop to the printer.

It seems as though one department does not communicate with another - especially with regards to the Instant Ink and the efficiency of the printer is in serious doubt once you get a paper jam. I have now decided to cut my losses and buy another printer and it will definitely NOT be HP.

I am very disturbed with what happened with my New Printer an HP Office Jet Pro which I purchased from HP back in April of 2020. Serial Number TH9CN2R1G1. On December 23, 2020, I placed a service call to HP that my printer was not printing. I told them that I needed to resolve this issue quickly because I was leaving for Florida in 14 days (January 6, 2021) and when I returned from Florida my printer would be out of warranty.

I was assured by the HP warranty service rep. that I should not worry because my case number # [protected] was created on December 23, 2020, well within one year of the expiration of my warranty. So even if the problem was not resolved before May of 2021 when I returned from Florida I would still be covered with the warranty.

The problem is now that I returned for Florida, I cannot get in contact with HP to resolve my issue. They do not have any number to call the service department. If I do get through to HP they will always ask for a serial number and if I give my serial number they will disconnect me stating that my serial number is for a product with an expired warranty and disconnect me,

Attached is my Transcript from my December 23, 2020 service call in which it was determined by the HP service rep that my printer's problem was caused by
Faulty Ink Cartridges purchased from HP.

HP Warranty Service did trouble shooting and it was determined that the cartridges were defective. I was told those certain cartridges that were produced out of the country with a specific serial number and produced in Malaysia were defective and they would be replaced.
CSO number for this order: BPZS8090-01
estimated delivery date: 04-JAN-2021
CSO number for this order: BPZS8090-02
estimated delivery date: 04-JAN-2021
CSO number for this order: BPZS8090-03
estimated delivery date: 04-JAN-2021

If you read the attached transcript (Transcript reference Number is [protected]) when I asked for new cartridges, I was told that they may not arrive before the 5th of January, thus, have them delivered to Florida and I should try them when I return from Florida in May 2021. When I spoke to a second HP-service rep and asked him if I could get the cartridges before January, he told me that they do not have 24-hour mail service on ink cartridges but told me that many of the printers that used the faulty cartridges needed to have the clogged print heads replaced. A quick fix that solved the printer problems. I would be able to get that part in May 2021 from warranty service.

In summary, this printer was only used for 4 months with less than 300 copies ever printed. Faulty ink cartridges sold by HP clogged the print head. HP acknowledged this fact back in December of 2020. Now I can not get in touch with HP to follow up on this repair. I am very frustrated and have a worthless brand-new printer. Please Help.

on May 31st 2021 @ around 6:30 we received a phone call from Hewelett Packard from a representative named " Vincent" . who in turn called regarding a new printer that was purchased 9025eE. from purchasing three days ago, we spoke to two prior representatives ( Tiana & Mandy). and attempting to correct the issue we gave all three techs access to our computer in which Tiana & Mandy asked us to put in our private information or ask if they we could provide a document etc.Vincent however when we went to retrieve our pin from a document in our computer, copied and pasted the pin from our document without premission.in attempting to send a document, as he had access to computer, we seen document's scanning, we figured it must be on his end because no folder's/ documents were given permission to enter into. We noticed it was my Private medical document that he had scanned and was about to send. when I told him he had no right. against Hippa& Privacy Laws. permission was only given printer.

My name is Karen Thornton, [protected]. I purchased a HP Pavilion Laptop November, 2020 and returned it December 2020. The salesman led me to believe that I was purchasing an Envy, but when the receipt was emailed to me it showed that he sold me a Pavilion. I called him back and he told me that I can return it when I receive it. So when I received it I didn't like it. I returned it and purchased a Spectre instead. The laptop that I returned was received and verified. I received an email that I was going to be charged a restocking fee in which I called and got it reversed because a supervisor said that I wouldn't be charged since I received the wrong laptop. I'm still waiting for the refund for the actual laptop in the amount of $592.87. The total price was $690.59, but I received the restocking fee in the amount of $97.72. I've spoken with several supervisors at HP and twice we talked with my bank on a three-way call. The laptop was purchased with a bank card that was replaced. However, the bank representative informed HP that if they really sent it, they can still see the transaction and manually transfer it to my account from their ledger. HP first said it was sent, then they said it was rejected, then they provided me with a ARN for the bank to track it. The bank said they can't do it that way. The bank also believes that HP sent the refund to the wrong account number. They have checked several times. I'm tired of getting the run around and put on hold several times. Please resolve and issue my refund.

I have been trying to access a driver download all morning for OfficeJet Pro 7740 and not been able to: Service Unavailable - DNS Failure Reference #11.2666d117.[protected].4d5bc01. I cannot talk to any representative to find out when the service will be back up, virtual chat does nothing, I call the number and have to have a case number which I can only get by accessing a website that is unavailable. This is ridiculous and expensive for me.

The customer service is horrible. You cannot get a person on the phone for any reason. The virtual agent also is horrible. I have purchased two printers in two years from HP and both are not working as advertised. All I wanted to do is speak with a repair rep to figure the issue out. However, HP has decided not to support their customers. I am taking both back to Walmart and let them figure it out. I will never buy a HP product again.!

Case numbers
[protected]
[protected]
Short and sweet, 7 people, approximately 14 hours, a purchased service plan, and another purchased "smart friend plan and my system wiped, and unusable, now cannot get it back and running.
Had to buy a new computer to continue my business.. And still cannot get the original one fixed by you.
I worked with several smart friend representative, and nothing has been done.
Each time they do something, then leave me hanging stating they would call me back and the do not, causing me to recall another tech.
I now have nothing working, and had to dish out another $800 on another new computer to continue my business.
Your service is deplorable, and does not work.
I need the system repaired correctly, at this point I dont care if you just take the whole unit and repair it completely from the ground up.

Case# [protected]. Purchased the printer on 5/24/2020. Keep receiving "Hard drive not found error". Was on tech support call on 3/26/21 for almost two hours, could not fix the issue. I had to keep emailing the tech support person my receipt as your system was not functioning properly. I was told I would receive the unit within 5 days. To date (4/7/21) I still do not have the replacement unit. Called today (4/7/21) and automated system was not working, kept telling me she was having an issue. After looking up numerous phone numbers for support I had to talk to 5 different people only to be told you were updating your system? Why would one of the largest tech companies in the world update their system during peak times? I need my replacement unit, or refund my purchase price so I can buy another unit. I do not want to hear it is due to covid as I was told I had a time limit to send the old unit back to you.

I purchased an HP Pentium Laptop from Walmart at the end of October 2020 and it is now not working. Its only been 5 months since I made the purchase.

When I contacted Walmart, I was told that I have to contact HP.

When turning on the computer, the screen remains black even if I connect it to a monitor. Walmart said that I am still in warranty.

I need to find out what's my next step in resolving this matter.

I can be contacted at [protected].

Dissatisfied Customer
Nicole Jules

hello,
i bought the above laptop over a year ago, whilst it was in warranty i spoke to one of your agents online in the chat room, i was having problems with the computer speed, he helped me to speed it up by downloading some software and installing it, it lasted only a matter of days and then slowed down again, this is the third time i have emailed you about this problem, but as yet i have received no reply, the computer is so slow, i have tried resetting it to factory setting three times, it does make it faster for a few days and then slows down, i have also tried the usual things, like deleting browsing history, it is now so slow that i have virtually stopped using it and use my ipad most of the time, when i try getting websites up, i sometimes wait up to 15 minutes for it to load, this happens on all websites, i am at a loss of what to do, would somebody please reply . regards. bob morgan.

I called my internet provider as I could not connect to the internet and was then connected to you Smartfriend services. They said if I paid $49.99 up front they would get my computer to connect to the internet. Not only did it not work when he had me delete and restore my computer when I called back that gentleman wanted me to wipe my computer. I also feel scammed because when I called the man ready me some kind of statement as to what was included in the service I was buying. I asked him if it was a month to month and if I could cancel it at any time and he said yes, but after the payment went through he then told me nothing was refundable and that it was for a year. It was also later on that I got an email detailing me pages of rights, rules etc. I was able to fix the computer myself by deleting a recently installed update in windows. Why didn't your experts know this?

I also see that I am not the only one you have scammed

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