HP
Reviews and Complaints

I subscribe monthly to HP SmartFriend. On 12/21/22 an HP SmartFriend representative was doing remote work on my HP laptop. The representative did a restoration on my laptop without backing it up and important files got deleted from my laptop. HP has admitted its wrongdoing, however, will not offer to pay to have my laptop's data recovered and restored. I have received a quote for data recovery being as much as $3000. HP wants me to pay out of pocket for me to get the recovery done on my own and I'm told they would reimburse me afterward. This is pricey and I cannot afford to pay to get my data recovered. Also, this is HP's fault and I should not have to pay to restore my data. I can send you the email thread of the conversation between HP and myself as well in pdf. However, your site does not allow me to attach it here.

I enrolled my HP Envy 5055 printer with HP's instaink service when I purchased it several years ago. This subscription service is supposed to provide ink cartridges in the mail whenever your supply runs low. In the years I have had the service, I ended up simply purchasing ink cartridges from local retailers because the instaink shipments never came. I telephoned the company some time ago to ask why I never received the cartridges. They explained that they could not tell when my ink was sufficiently low to verify I needed them. Apparently, the shipments are intermittent based on your usage? Anyway, they sent me two cartridges (one black and one color).

Shortly thereafter, I went on a trip overseas. When I returned, my printer would not work. I kept receiving an error message "cannot print contact HP instaink." When I finally found a telephone number and called HP instaink, I was told my account had been suspended because my debit card expired while I was away. I asked them to cancel my subscription because it had never worked for me anyway. Then I was told the instaink cartridges I had received (finally) would no longer work in the printer. I have not even opened the color cartridge.

After speaking with the representative and canceling my account, the printer still does not work.

When a person purchases a good (printer and/or cartridge) there should be a reasonable expectation he or she will be able to use the good.

More important, it is extremely intrusive for a company, such as HP, to be able to monitor my printer and force it to stop working for any reason!

Reseller ignoring request for refund. Misrepresented the product sold and shipped. As per the conference call yesterday with myself, and Mike Toye... what did you guys come up with? You have not replied as promised. It is disappointing and challenging seeing businesses hurting to the point of misrepresentation.

Mike K repeatedly called this situation confusion. And we know Satan is the author of confusion. During the conference call. Mike Toye, repeatedly stated the printer did not meet the company's objectives and that he wanted to return all components. Mike K. repeatedly ignored what he was saying and repeatedly talked about sending a replacement tray.

At this point your refusal to respond leaves no other choice for us other than to report this as a fraudulent transaction. Your Quote PCNAQ11850 and request for payment does not reflect what was shipped. We would rather do this amicably, however, you leave us no other choice.

FYI, from your terms of use.

Non-Defective Product Return

Most non-defective products may be returned within 30 days of the invoice date for refund, credit or exchange at PCNation’s option. Non-defective items being returned for a refund, credit or exchange will be subject to a 15% restocking fee, Minimum of $15.00. After 30 days, the manufacturer’s warranty applies.

I'm really sorry this deal flew south. The entire purchase, receipt of, and scheduling of the install of equipment was marred with misrepresentations and validated through the attached quote. Due to the horrors experienced throughout this entire process with PC Nation, and the HP product, we have further decided to stay away from the HP brand.

Nevertheless, the time has come to do what is ethically and morally right. Send return labels and retrieve equipment. Thanks in advance.

I bought the laptop two months ago and one day I came home from work checked what I needed closed up the laptop, took a shower forgot about something I ordered from Amazon opened it up and the screen had lines in it. I called them up and they said it was my fault, all I did was open and close it I’m a 56 year old man I didn’t drop it I or anything, but I sent it in there was no scratches on it no dents nothing physically wrong. Now I just got a reply from hp that they weren’t going to fix it because of my negligence? They sent me a picture of the screen with scratched marks on the screen I should have taken a picture of it before I sent it back, there I go thinking people are honest, and because of these scratches that were not on my unit before I sent it in was the reason they weren’t honoring the warranty, but I could have it fixed for 474 dollars. I said no and went out and bought a gateway so inside of three months I spent over 1 thousand dollars on a computer for banking and unfortunately one was a pure piece of crap. I will never buy another hp product and everyone I know I will tell them my story and let them know that what they buy in my mind is a pure pile of junk. And unfortunately I have bought many hp products before but now they are not the same company that builds quality units!

Current Case #: [protected]

To Whom it Concerns:

I have an HP laptop that is under warranty and I need to return it to HP for repair. Your Technical Support will not permit me to return the laptop even though all recovery options have been exhausted on the laptop. (See attached)

Now, though a complete reinstall of Windows 11 has already been attempted, your Technical Support wants me to pay $35 so they can send me a HP Windows 11 USB with all drivers for the computer, even though I have stated several times, that we have already tried a complete clean install of Windows 11 and the computer failed. It appears the issue is with the hard drive itself. Though the hard drive passed the system test available on the computer, the hard drive is not able to be read when attempting to do a complete reinstall.

I took the laptop to a trusted computer repair technician. He confirmed all recovery options have been exhausted. He downloaded the driver for the hard drive from the manufacturer and attempted to install the driver. Though a green bar was received during installation, at the very end he received an error message that the “hard drive was unable to be located.”

Due to being under warranty, he stated I should return the laptop to HP because the only step left was to replace the hard drive itself, which will void the warranty.

Through it all, when speaking to HP Technical Support, I asked to speak to a supervisor after no resolution and was denied. I am being denied to speak to a supervisor, denied to return the laptop to HP, and have no resolution. Your Technical Support person said he would escalate the case number and that was all he could do.

Why do I have a warranty if HP is not going to honor it? I have been an HP customer since they took over Compaq (at least 25 years). What is going on with customer service?

If HP does not honor my warranty and does not repair my laptop, I am going to the Press and will let them examine the case and release this problem to the public media.

Let me return my laptop to HP for repair! That’s all I am asking. Honor your warranty.

Thank you.

Pat McElroy

[protected]@aol.com

HP ENVY X360 CONVERTIBLE 15-DS1083CL was buy for me but start to failed the operative system, I tried to repair the windows but I finish installing a new one but the hp company not give a activation code to your windows and should be included whit the purchase of the laptop, costumer service said that I need to buy my own windows activation code that should give hp company to you, is a shame for so big company not give you the activation code.

I had purchased this laptop about three years ago and have only used it a handful of times. I am experiencing non lasting battery life. It's to the point where I can't get anything done. The model is 15-cs3025od S/N#5CDO43LX2W warranty 1y1y0y

This is the SECOND printer - the first one which was 1 day old was flawed. I had to go through the process of once again, brand new, returning this one and getting a new one. I was pressured into getting the "ink" which I canceled several months ago. Today I am "unable to print" until "the issue with my account is resolved." What issue? There IS no issue! I CANCELED the printer ink auto shipment. I can get it through Amazon with less hassle. And have been on HOLD for 2 hrs 22 min now. Getting ready to hang up. Also getting ready to toss this printer in the trash at only 7 months old and get a Canon. Customer service is non-existent! Why do they even PRETEND they have a CS department at all. DO NOT PURCHASE AN HP - EVER!

I purchased a laptop on August 22. When I received it, the keyboard wasn't functioning properly. I called HP customer service on September and was transferred to technical support. I opened a case and was unable to solve the issue; the case was closed with the instruction to call back if the issue persisted. I called with the same issue on November 16 and the technical support agent could not figure the issue again until I suggested to do equipment diagnosis then found out that that keyboard pad failed the test. technical support agent suggested to send back the laptop with the option that it will take 20 to 30 days servicing, I asked if there is other solution, he told me to call sales dept and see what other option i have. I called customer support, and they offered me to return with full refund,

since the company do not have same laptop to offer me as an exchange from defective one, I accepted the offer and was promised that in 2 days FedEx will reach out and I have to do full back up and restore before shipping back the laptop. I did all that but unfortunately, I haven't heard from no one. called back again on November 25 to see what happen, someone spoke to me and said I could not get the refund because it already past the 30 days that i could request a refund , then i requested if I can speak to a manager , after customer service took all my info, i was promised that a manager will reach out in 2 days' time, which is okay, but unfortunately no one reach out to me as of today November 30. I have all technical support cases was open and closed since I bought this laptop, and I would like to get help.

Thank you.

I have been an HP fan for years. I bought the above 2 printers last year. However, they have given me nothing but trouble in that they keep asking me to uninstall and reinstall the printing cartridges. So I open the flap and jiggle the cartridges. The printer then works but intermittently gives me the same problem.

I took one in for repairs but the same problem persists.

I've cleaned the cartridges but problem not solved.

It tells me to replace the cartridges if the problem persists. But I am told that there is nothing wrong with them.

Below is a copy of information provided to HP via facebook.

SATISFACTION: 0/10

I was looking for a gaming laptop. I went to hp.com and was excited when I found something "close" to what I was wanting that was on sale. I figured that as I started in IT in the 1990's and sold hundreds if not thousands of HP products (and recommended more) since then, that it was worth looking into.

I wanted an AMD cpu/gpu combo because although AMD has become more popular, they are still the underdog and competition between AMD and Intel and AMD and NVIDIA is good for the consumer. I wanted a 6000 series cpu and gpu.

I was excited when I found out that HP offers a veteran (front line worker) discount program.

So I found the Omen 16z-n000. I wanted to change the base specs more to my liking. So I upgraded the monitor to QHD, and figured 10 bucks to get WIFI 6e was worth it. The price with the sale and my veteran discount was reasonable. I doubled and triple checked the specs: AMD Ryzen 7 6800H, AMD RX 6650M, 16.1 inch QHD monitor, 16 GB RAM, 512 GB NVMe drive, backlit keyboard.

The price was decent, so I went ahead and got the express shipping, 2-3 business days. What I didn't notice was that HP wouldn't ship the product until November 29 when I purchased it on November 18. I got confirmation that my credit card was charged. I waited with excitement to get my new laptop!

Then I got a confirmation email, which showed November 29 ship date, with expected delivery December 1 or 2.

I gave it the weekend to see if maybe the product ship date would update as surely it shouldn't take 2 weeks to change out the screen and wifi. No updates when I logged in. For some reason my cart on HP's store still showed 1 product. It was the exact same laptop that I ordered, only $45 cheaper. So I decided to see if it would ship sooner. It showed a shipping date of November 30th, just 1 day longer.

So I jumped on chat and explained all of the above. I wanted to know why it takes so long and was told that if you don't pick a default configuration that it takes 3-4 weeks to build. WOW, it sure would be nice to know that ahead of time.

I asked her why I should keep this order when I could pay a little bit more to buy a different brand, but drive 7 miles and have it right away. She offered to give me the 2 year Care Pack. I asked for a link so I could see what that product was. After finding a pdf, and starting to ask questions about it, I was told that she linked the wrong product for this laptop along with a new link.

This link was even harder to find a pdf on. The first offer had onsite repair or prepaid shipping, the 2nd link required that I deliver the laptop to HP. I asked the CSR if the offer included accidental damage, and was told that that would be an additional charge.

Both pdf's were horribly written, but they basically rule out almost any reason to have the product. The list of what isn't covered was insane. Both of them have sections that say what is covered and what limitations are depend on which options you have. But the CSR couldn't explain which options came with her offer.

Even the accidental damage option was horribly written. It states that if the damage occurred with a "vehicle" or "homeowner's accident" or "Fire", etc that it wouldn't cover such damage. That means that if you put the laptop on your seat and it slides off, it's not covered. The pdf never defines what a "homeowner's accident" is. If you are camping, and the laptop is too close to the fire, that's not covered, etc etc.

So I told the CSR that I declined the offer. I would have settled for getting the price changed to the new price. Then she said "Let me check what I can do. I'm on your side. Let me know what I can do for you 🙂".

So I asked to have the NVMe drive upgraded from 512GB to 1TB. I figured that even though HP charges $80 for that upgrade that it probably costs HP around $30-35.

Her response was "We can check that option but to set your expectation it will be an exchange and it will require payment and an additional charge for the upgrade."

I was dumbfounded. She literally just told me that she was on my side and wanted to know what she could do for me.

I explained to her that I offered the NVMe upgrade because it would be cheaper for HP than the new, lower price for the laptop.

I then told her "Retail I can buy a 1TB NVMe drive that has a sdram buffer for about what HP charges to upgrade from a 512GB to 1TB; when the drives that HP uses probably don't have sdram cache" (Because the sdram cache is more expensive).

Then she offers to proceed with the cancellation or give me a credit of $30. I'm not sure if the "credit" would have been towards another product on the HP store, or a refund of $30.

Now I'm done with her. Not only have I wasted 5 days without a laptop because of HP, I've spent an hour or so chatting with her. After being told that she is on my side and asking me what I want done, I get offered $15 less than if I cancelled my order and reordered the exact same laptop.

I tell her "cancel it".

She says "I understand. let me process the cancellation for you."

Then "I will send a cancellation request for this order. We'll know within 24-48 hours for thet (sic) updates. If we're able to cancel the order, you'll receive a notification that your refund will post to your account within 5 banking days, depending on your bank's processing time. If it's too far into the production process, we will not be able to cancel your order and you'll receive a shipment notification. Just contact us back to set up the return and we will process the credit for this order. However, just want to let you know that returns may have up to 15% restocking fee."

I'm now flabbergasted.

I tell her:

"So I can't reorder the laptop for the lower price. And I can't go buy a different brand because I don't know if you'll give me a refund."

Her response was:

"Since you just placed the order on 11/18/2022, there's a possibility that it'll be canceled successfully. Just keep on checking your email for updates."

And that is how she proved that she cared and was on my side.

I leave her with:

"yeah, satisfaction 0/10 on this.

Well now I know, next time I'll just buy a different brand."

Then I asked her how I could do a survey. She tells me that the survey is available after chat.

Needless to say, no survey is offered after the chat finishes.

I have nothing but issues with this plan and printer. The printer has been replace 3 times but continues to present problems. Your virtual support is very insufficient. You staff are all foreign and very difficult to understand. Most of the pages have been printed because I have spent an average of 3 hrs twice a week getting printer support to get the printer to feed. I waste paper and ink constantly. I have had to go numerous times to submit my work via fax.

I have been very dissatisfied with this program. It crashes every time Microsoft has an update. Yet, you charge me monthly to waste paper, time and lose work as my equipment does’t work. Normally I scan and save the documents and fax the work to my employer but because 98% of the time the paper will not feed.

Sent from Yahoo Mail for iPad

On Tuesday, November 22, 2022, 9:17 AM, HP Instant Ink wrote:

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Dear Olga,

We’re happy to see that you are getting the most out of your Instant Ink subscription! We designed Instant Ink to be flexible, so you can easily print all the pages you need at a great value.

This notification is just to advise you that you are within 4 pages of your included pages for the current billing cycle of your HP OfficeJet Pro 8025e All-in-One Printer. Your current plan is the 10 pages/month for $0.99. You can keep printing on your current plan or upgrade to the next level plan.

Since you print 45 pages/months on average, we recommend you upgrade to the 50page plan.

When you upgrade, you’ll get even more pages included, and you can roll over unused pages. If your printing needs change, you can downgrade your plan.3 See your plan options at hpinstantink.com/signin.

Upgrade My Plan

Thank you for choosing Instant Ink.

Your exclusive HP Instant Ink benefits

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Printing plans are based on pages, not buying cartridges. Color, black, and white, and photos all cost the same.

Shipping, recycling, and use of cartridges are all included. When you print more, choose to upgrade or pay as you go.

Cartridges have more ink than retail cartridges, so you don't need to replace as often.

Check your pages, shipments, and plan anytime at hpinstantink.com/signin.

Your printer automatically orders more ink before your ink levels are low.

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Have questions? We are here to help.

Please visit hpinstantink.com/signin for self-service options, including the Virtual Agent, or contact HP Instant Ink Support (hours vary).

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Instant Ink

Support

This email has been sent from an unmonitored mailbox. Please do not reply.

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To ensure delivery of future HP Instant Ink emails, please add [protected]@instantink. hpsmart.com to your contact list.

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† Valid only for Instant Ink service in U. S, excluding territories. Requires creation of HP Smart and Instant Ink accounts and acceptance of terms of service. Compatible HP printer, internet connection to printer, valid credit, debit card or prepaid card, and email address required. You must be 18+. Prepaid card is not for resale, non-transferrable, non-refundable, cannot be shared with another customer account, and not redeemable for cash, except as required by law. Void where prohibited. HP is not responsible for lost or stolen prepaid card or code. Once code is entered, entire value of card is redeemed, credited to your Instant Ink account and applied to your first month(s)’ payment, after which your credit or debit card (if provided) will be charged for subsequent payments. Overage fees and taxes will be deducted from your prepaid balance. Upon depletion of prepaid balance, if no additional form of payment has been provided, HP Instant Ink cartridges will stop working until a valid credit, debit or prepaid card has been provided. Service is month-to-month, with cancellation effective at end of then-current billing period. HP reserves right to increase prices. Maximum enrollment of 10 printers. Use with printing or copying business prohibited. Subject to complete terms of service.

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1 Based on monthly subscription cost of HP Instant Ink 700-page plan without purchase of additional sets of pages compared to cost per page to print ISO/IEC 24711 pages on most in-class, traditional A4 color inkjet cartridge printers and MFPs priced

HP software tells me battery failed. the only solution HP offers is to send my Laptop to them for 5-6 days to replace battery. I cannot Give up my work for 6 days. I requested them to send me a new battery but they will not do that. Totally useless warranty. Will never buy a another HP product. I have 3 HP laptops and all their batteries fail in the 1 first year.

I contacted HP regarding an issue with my laptop computer originally purchased on 12/9/2020 from Amazon through paypal.

I am having a problem with the right hinge on the laptop not working correctly. As a result, this was causing the outer shell of the computer to separate caused by the hinge not working properly. The opening was getting larger so I contacted HP customer support. I noted that the damage was caused by normal wear and tear.

I purchased the HP Care Pack or Post Warranty Plan” dated 1/08/2021.The HP customer rep stated the repair was covered under the post care warranty which is in effect for another 11 months. The rep requested proof of purchase. A picture of the damage, and photo of the product and serial numbers were furnished. The customer service rep set up a repair order BTLB3198-01. A Fedex box with a label was sent for me to pack and send the computer to HP for repair. I received a confirmation from Fedex that the laptop was received by HP on 8/18/2022.

Then I received an update from HP stating the laptop I sent in had a different serial number than the computer I purchased. The correct serial number is 5CG0264RHC. The computer I sent in for repairs has the same serial number 5CG0264RHC. The extended warranty I purchased directly from HP has the same serial number 5CG0264RHC.

When I purchased the computer, HP had an incorrect starting date for the warranty, as the information recorded on my HP account had the warranty starting 2 months before I purchased the laptop from Amazon. I received an email from HP titled “HP Warranty Start Date Updated Case Number [protected]. On this email HP had listed the laptop serial number matching the serial number on my laptop (5CG0264RHC). So HP had recorded the correct serial number as contained in their response.

Why the incorrect serial number was assigned subsequently was an error caused by HP and only HP can answer the question regarding the incorrect serial number being entered into their records. As a result the HP repair service cancelled the repair order. Plus it seems ludicrous that I would have purchased 2 identical laptops. I have only one HP laptop. It seems like a lame excuse to not repair my computer.

I have contacted HP customer service chat on at least 12 several different occasions to resolve this issue. I have been promised that this was made a high priority to correct and someone from repair service will contact me to resolve the issue and no one ever contacts me. 88 calendar days have elapsed and I still cannot get a straight answer on correcting the serial number issue and repairing my computer. I ask for information to file a complaint or speak to a supervisor and I am promised someone from HP will call me and nothing happens.

I am frustrated that there is no other remedy to resolve this issue and obtain the repair covered under my extended warranty. It is my understanding that HP customer support is handled by non HP employees. Help. This is not my idea of customer support or service. And I have searched the web for other ways to contact HP with no success. I am hoping you can help me.

This laptop has become a daily source of frustration.

It takes an EXTREMELY LONG TIME (15 - 20 minutes) to load up or open a programme or file. It also is very slow responding to any normal type commands (save, etc.).

I have run HP diagnostics which tells me there is nothing wrong but, obviously,

there is. Setup defrag to run - tells me there is nothing to defrag.

I have looked at programmes that are running (thru Task Manager) and minimized the amount. Still no better.

Can't afford to go out and buy something else.

I love HP for their printers but this is the second HP laptop and, honestly, I am

not really fond of either one.

Would appreciate any suggestions to fix this.

Thank-you.

I purchased my seventh HP computer (not counting those from work) within the last 90 days and it is driving me nuts. I followed the set-up instructions and began using it. As time went on, I decided to re-arrange my files. That's when the trouble started. Apparently, there are three places my files were stored. I focused on one. The computer began erasing my excel files and then started on the Word files. This is very frustrating and extremely aggravating. The only good news is that I still have my old computer and can reconstruct things. I shouldn't have to do this.

What the heck is going on?

Printer didn't work. Got a patronizing answer. I hung up.

Problem got worse. Called customer support multiple times. Bot and Chat suck! Unable to get person. After 3 disconnected calls I spoke with Customer service person who could not understand that the machine is making noise. Is not catching paper and not printing whole page, or grabbing multiple pages. I held the phone to the printer so that he could hear the noise. I repeatedly told him that it was not a printing problem. He kept saying he didn't understand and what I was telling him didn't make sense! I scanned the pages to show him.

In the meantime I am trying to run a business, need my printer. Finally got new printer. But no one told me the old cartridges would not work in new printer. Now again without a printer!

This printer has cost me supplies waste in ink and paper, professional grade paper. Cost of ink for old printer until new printer shows up.

When sending out replacement printer they failed to let me know that I needed new cartridges, nor automatically send them out.

Now I am still without a printer.

They are not part of BBB.

I started in may of 2020 with a $2.99 for 50 page account. That worked fine until mar of '21 when I had a legal issue which caused a huge increase in printing (to 1300 pages) I switched to a $24.99 plan that allowed 700 pages but it still cost over $42 more in additional printing pages. I forgot to change it back until november! (my bad) so that cost me $175.00. In nov of 21 I switched back to 4.99 for 50 pages and will get the occasional $11 or $12 extra printing fee.

Here's why the pages printed don't relate to the fee. My last delivery of ink for the colors was in november of '21. Still haven't used them. The black cartridge was delivered in aug '22, but I haven't used it yet. Over the past few years I have paid hundreds of dollars. And in order to cancel I have to return the cartridges! They send a mailer to return. They cripple your printer until you take their cartridges out and mail them back! I had to order ink from another company so I can cancel this hp instant ink plan. And the large black and 1 of each color only cost $40.

Don't waist your time with this service. They update this software about every 2 months, I don't know why because nothing ever changes, nothing gets any better. They have not listened or acknowledge any of my feedback. It has limited capability and options, pretty basic for 2022. The App always chokes and requires you to re-login... about once a month, like they have forgotten who you are, even on my desktop station at home. It is a royal pain and a waist of time.

The WiFi has been dropping since I bought the computer. I thought it was my fault because I had come from the Mac world into the PC world. It wasn't. By the time I figured that out, it was out of warranty. I went through Costco's Concierge program and through all the steps to troubleshoot this. I finally had to send the computer for repair.

During the week or so that the computer was out for repair, I used my MacBook Air in its place and never once lost wifi. It's your computer, not the wifi.

The HP Pavillion came back with a new Intel WiFi NIC and Windows 10 Operating system. I spent a ton of hours putting everything back on the computer (which I use for business) and it still can't hold a Wifi signal--it shuts off with no warning or reason.

I called HP and they're willing to give me a discount to fix it--after it's already supposedly been fixed. I bought a WiFi-enabled computer because that's what I need. It's never worked and can't be relied upon to work as part of my business, I need reliable internet.