HP

Once upon a time, HP made a great wireless printer. I opened the box, pulled out the printer, plugged it in, turned it on, plugged in my Rocketfish, an started printing. I could be in another room, send my document to the printer, and by the time I reached the printer, my document was done. I used that printer for years before it finally stopped.
A couple days ago, I bought a new "all-in-one" HP printer. After hours and hours of trying to get the thing set up to print, I have not yet been able to get one single page of something I needed to print out. I installed and uninstalled and reinstallef the HP Smart app. I tried the Wi-Fi Direct. I tried Bluetooth. I did the set up again and after several hours and attempts, finally got the printer to recognize my internet connection. I waited patiently for the setup to complete but it stalled on the IP address even though I could see the IP address on the touchscreen. After 30 minutes of waiting for the setup to recognize the IP address, I finally tapped "skip" and it then said the setup was complete. Wrong! The only printouts it has made have been the calibration sheet, the printer's email address, and the page that said it couldn't connect to the internet. When I tried to print the document I really needed, it didn't happen. When I even tried to print some of its own built-in forms, nothing happened. I tried to look things up online to see if I could get some trouble-shooting advice and the "help" topics suggested downloading a plug-in app, or a wi-fi direct app, or a couple other apps. I spent so many hours trying to get this to work with my smartphone that the charge on my phone went from 100% down to 4% before I had to give up. The worst part is that this printer is a "better" model than the one I really liked and used daily for several years. I am so upset and aggravated with this printer that I don't know if I will ever buy or recommend another HP product again.

OBSOLETE. That is the term HP uses to describe my perfectly fine working printer BEFORE they corrupted the online capavility.

I purchased a Pavilion Laptop computer. When it arrived, the keyboard did NOT light up. I called customer service and they alerted me that the computer model I bought did not have a "back lit" lighted keyboard. They kept trying to tell me I made a mistake but was on the site with them and kept pointing out that the specifications on my invoice clearly stated that the keyboard was lighted. Finally, they agreed to send me the correct computer. I should have just cancelled the order but had already paid. The computer took 1.5 months to arrive. When I got my credit card statement I saw an extra charge of $154 in addition to the price of the new computer. I called, and as you see on here - the customer service (if you can get someone) is one of the worst in any industry... especially for something as simple as an inquiry of this extra charge. On principle, I stuck with the call and kept trying over and over again to reach someone. Finally I reached someone and they told me "oh, the extra $154 charge was a 'restocking fee' since you 'returned' the first computer sent to me." Really? I explained to them, over and over, that the mistake was HP's mistake and that they sent the "wrong" model to me. They kept putting me on hold, for long periods at a time. Finally, they told me they would credit the $154 "restocking fee." Guess what? Yes, you are correct - they never, ever credited my account. I had to call at least 7 times and they kept up the same stance "we will credit the account." I even recorded the conversations and kept telling them I keep getting told the same thing but still has NOT been credited. I even tried my credit card company and they were unhelpful, too. They kept sending me the invoice telling me I DID in fact purchase a computer. I agreed that I did purchase a computer but that HP erred and sent me the wrong model. Still, I could not get any relief. I finally gave up and paid the $154 fee. I implore anyone reading this that the frustration and anger I felt is still evident today. I should have just gone to another company as computers are really commodities anyways - you are buying customer service and technical service/support when you purchase a computer. I had bought the computer in the fall and by the time I got the laptop it was around the holidays and New Years. I was so frustrated that my holiday was not as happy as it could have been, exacerbated by the covid pandemic to boot. Stay clear away from this company, HP. Also, I cancelled my credit card account and moved to another bank.

Shortly after purchase the printer was not completely printing the bottom third of the page, leaving large white gaps. Contacted support who passed along to their 3rd party contractors. Five visits and one month later and the printer is in worse shape than when we started this process as they now can't get past error messages their work induced. One can expect that there is always a chance at a bad unit coming out of a warehouse, but trying to skirt doing the right thing by kicking the can down the road is inexcusable. It should have been replaced after the first two visits didn't resolve the issue and now I'm on hold still awaiting word if they are going to finally get me a printer I can use.

Update 1/15/20:3 days after "My manager will contact you tomorrow" with no contact from the 3rd party contractor, I called them. They said HP had elevated it to sending out "one of their own techs" to assess and was surprised I had not been contacted by HP to let me know. That was on the 13th. Still no contact from HP. Service ticket was opened on the 4th of Dec.

Update 1/29/20: A very kind and helpful HP tech finally made her way to our office on 1/17 and was taken aback by the condition they had left the printer in. She pushed to HP that I was in need of a replacement as this had gone on too long. She left me with her contact information should I needed her assistance in pushing this to completion. On 1/24 I was finally contacted by HP offering a replacement unit as a "one time" exception to their warranty. I accepted the offer on that day. As of today, I have not heard back whether a replacement has shipped or even if they are planning to ship it. My administrator, who has been affected the most by this, has reached his final point and is now having me pursue "other avenues" in regards to us having a functional printer.

In short, HP is a big name. Perhaps now too big. You always have to expect that something electronic can come you to either faulty out of the box, or goes bad shortly after you get it. Part of the game. But you should also expect a company that is in this game to be ready to deal with the issue quickly and competently and own their shortfall. The only option left is to try and make other potential purchasers aware of how they view their commitment to you.

Back in March 2022 I had a laptop issue where it had to be replaced, the warranty was extended through 3/22/24. Going back to my current lap issue where there are issues with the battery keeping charge and the power button intermittently and have struggled to get it turned back on even after updating the software. These issues have been going on for too long now. The last time I called I was stuck on hold for 4 hours and had to end the call due to a work call coming in. I contacted support and sent them the proof that the warranty was in fact extended. Your Escalations department denied my claim to have the lap top replaced or to have a tech come out and fix it. My lap top is used for both work and school and after years of owning nothing but HP products, I am debating on switching. Even when I asked to speak to the manager of the escalations rep, she told me she's just going to tell you the same thing and that they don't send out techs anymore because we are not under a covid restriction. I also felt that the rep failed to communicate with me appropriately, she did most the talking and kept interrupting me.

If I could give HP a "no stars" rating, I would. I bought a brand new HP OfficeJet 3830, 2 years ago from Best Buy. Got it home, it printed, copied, and scanned just fine. Three days later it took a dump. HP said they would send me a new one. They sent me a REFURBISHED device. Funny thing, I didn't pay for a REFURBISHED device but HP doesn't give a crap. I needed a printer so thought about heading back down to Best Buy and buying a Canon or Brother, anything else but an HP. Stupid me did not do that. Over the past 2 years, how many times have I tried to get a hold of an actual human being at HP? They keep wanting me to use the chat robot that keeps asking me the same question over and over again. If you do that long enough, they'll finally give you the secret code you'll need to use when you call in, if you can get the phone number. Oh, and you'll still wait on the phone for a few hours. This last time I went online the chat robot told me that my refurbished 3830 was out of warranty. I needed to speak with someone so I paid $19.99 for a one-time customer service human being to resolve my problem. After paying $19.99 I never got the secret code so I thought, screw it, I'll dispute the charge with my bank. I went online and there was a phone number for HP which, by the way, is *******800. I guy named Pablo actually answered the phone right away. Forty-five minutes later Pablo told me he couldn't help me and that I need to be sent to another department to get a refund. The next department told me they couldn't help me and sent me to another department, who promptly hung up on me and never bothered to return my call even though I'd given it to them 3 different times. It's now 3:08pm. Between the HP website and the final phone call I've spent 4.5 hours with HP spinning me in circles. At some point during all of this I realized I can scan to my computer just fine if I use the keys on the actual printer. It's the Smart HP app that's not working. I'll keep checking my bank account for the payment of $19.99 to clear. Then I'll dispute the charge and make HP fill out the paperwork to get their $19.99. I have a feeling, though, they won't give a crap and they'll just dump it in the trash. Don't buy HP unless you want to find yourself in the pit's of he! With customer service.

I tried extremely hard to give HP the benefit of the doubt you know lack of employees these days could possibly hinder their services but I can't turn a blind eye on ignorance. I purchased a gaming PC through their site a week prior to Thanksgiving in hopes I wouldn't have to deal with the Black Friday cyber Monday shipping fiasco, boy was I sadly mistaken. My PC was shipped out on time which is why I will give them 1 star however FedEx lost it. I contacted HP customer support varies times din my wait for FedEx because I felt that maybe as the senders with a contract with FedEx perhaps they have more leeway on getting answers and whatnot, they did not. 5 days after the last scan of my package I called HP again and they transferred me to a "supervisor" I put this in quotes because there's no way a supervisor could have no answers. When I spoke to the supervisor she told me because the PC was out of stock she could give me a refund or the comparitive which wasnt even a gaming PC as the original. I asked her if I could get a discount in paying the difference to one that was actually similar to the one I ordered she said she would have to ask and get back to me in one to two business days I said I'd go on with the refund as theres nothing they care to do to keep a valued customer she said " an investigation in to your refund will take 1 to 2 business days and upon that completion you will be released a refund it will be credited back to your original form of payment and that will take however many days according to your bank" fine she gave me a ref# and I hung up. Long story short 1 week later I'm still calling HP, still haven't received my money, still seem to be being called a liar even though it is clear through FedEx I never received my package, and best of all I have spoken to 3 other supervisors that have no answers to my questions or any status updates it's no wonder the world is looking more and more like apple all's we need is for them to create a gaming PC cause HP is honestly rotten

After ordering a $1,400.00 desktop computer from HP I had my computer guy come over to transfer all of the data, computer programs, etc. from my old computer to the new HP. As we were taking the computer out of the box we could hear something rattling around in the computer. My computer guy opened the computer only to find a screw loose and inside the computer. Then we had difficulties getting the new HP to boot up. After several attempts it booted up, only to see lines all over the screen and a message telling us the video card was not working. Apparently HP does not have ANY quality controls.
So here we go with calling HP Customer NO Support in some 3rd world country. You know,
The type of call were you can not understand the person talking to you. So I provided my name, address, model number, serial number, phone number - not once, but each of the 3 times I was transferred. Hey HP... here is an idea for you. Have all of your employees use the same computer system so customers do not have to repeat all of this information each of the 3 times they are transferred. I know, it takes someone with a GED to figure this one out.

So I told "highly trained" third world country representative, we are getting an error message that is telling us the video card is not working. The brilliant HP representative said, "what type of cable are you using from the computer to the screen(s)"... Me: HDMI, "Oh... Are you using HP screens the HP representative asked?", Me: no Acer. Me: Mr. HP. Guy with your 3rd grade IQ... It can't be the screens and it can't be the cable because the screens are receiving the message that that the video card is not working and there are lines running all over the screen... Can I send you a photo of it? Yes, please send the photo I was told. So our 42 min. Phone conversation ended with what I wanted to start out with and they are having the repair tech call me. $1,400.00 and a computer that does not work.
So the HP repair guy comes to my office to replace the video card, but he does not bring a video card. HP gave him a Mother Board! He replaced the Mother Board and that fixed nothing, So the computer is STILL broken and he has to order a video card. This repair drama lasted all week.
No more HP products for me.

Il est impossible de parler avec un humain pour avoir de l'aide avec mon imprimante. Au téléphone, depuis décembre 2023 il n'y a aucun service. Je devais acheter un ChromeBook de HP. Pas question! Très déçu. Pas d'aide

So bad product quality (laptop), not as good as before, and service is not good. Kicking balls between distributor.

Don't waste your time purchasing this plan. After 4 hours and lack of HP support, I would tell you this printer is not worth your effort! They need to train their reps and the printer needs to work if they want to keep customers

I will agree with all the others about the printer hostage program. I even used an HP cartridge outside the program and it's locked down and useless. HP has to reset it for your printer to be released from this situation. You must pay a fee for this action. So, in the trash it goes, and I will never purchase any of their products again