HP
Reviews and Complaints

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 :(

I bought 3 of these laptops in 2016/2017 and two of these right after 12 month warranty expired one hinge has broken. The screen then begins to spilt, you can not open or close laptop. After googling, I found this is an ongoing issue with this laptop. No recall has taken place.
The hinge is a very cheap and can not support the weight of the 17.3" screen. HP is rude and will not take care of the issue. They keep saying hinges are delicate, like I am an idiot, and it is out of warranty! I have owned many laptops and NEVER have suffered a hinge problem. My son never uses his because he thinks its too big and his hinge has broken so NO not overuse. I have bought at least 8 HP laptops over the past 20 years and 5 printers. Argumentative, non-English speaking customer support is detrimental to a company. Good luck HP and good bye forever!

After several months dealing with the support team, I now have been without my computer for 5 weeks, and nobody is able to give me any information or to provide any suitable solution to my problem. This started at the beginning of the year when I contacted support to get help with the performance and heating issues that I was having with my Pavilion x2 13-r010dx detachable laptop. After several conversations with the support team, all ending with no improvement, they told me that there was nothing they could do to help. After arguing with them that they needed to find a solution since the computer was still under warranty, they finally agreed to help. The only option they gave me was to ship my laptop to them so that they could look at it, fix it, and return it. This left me without my only laptop, and the one I use to work from home, but I had no other option.

They promised to get it back to me within 3-5 business days, so I sent it to them in the box they provided. When they received it, I got an automated email stating that the expected shipping date was that Friday. This date came and went without any information regarding the progress or what was causing the delay. After receiving multiple automated emails stating that it was delayed and would be shipped soon, I contacted customer support. They informed me that they had no additional information, but would contact the service team to expedite it.

After two more automated emails suggesting later delivery dates and another attempt to get information about my order (with no success), I finally received a call from the escalation department. My case manager promised me to get to the bottom of it and get my computer returned. After several phone calls with him and several attempts by him to get information from the service team, another two weeks had passed, and no information was available. He promised me that it would be shipped out June 19, and that he would instead replace it if that date was not met. When June 19th came, he still had no information about what the issue was with my laptop, nor a firm date that it might be completed. After asking me to wait a few more days, he agreed to honor his promise and send me a replacement. When he finally got around to sending me an email to confirm the replacement, I discovered that it was not even a detachable laptop. When I brought this to his attention, he said, "I apologize I don't have any detachable available of comparable specs. They are either a downgrade or too much of an upgrade. If you could provide me a receipt that could help us locate a detachable if available."

This is the most absurd thing that I have ever heard a company claim. When a customer buys a product that does not work properly, it is their responsibility to repair the product or replace it with something with all of the same features and specs or greater (regardless of the upgrade). As a business professor, I am very familiar with this process and understand that it cuts into short-term profits. However, this is how business is done and what is stated in your warranty.

Now, I have been without a laptop for 5 weeks, and have had to sporadically use my wife's computer so that I could get a little of my work done each week. I am now very behind on my work due to the lack of a computer and the time that I have invested every single week to find a solution with HP.