Everything You Should Know About HP: Customer Support, Common Issues and Refunds

Whether you’re shopping for a computer or a printer, HP is one of the brands that stand out. The company has a wide market coverage in the USA and globally. Their products are easily accessible online at HP.com or your local computer dealer. 

However, before you make your order, you want to do your due diligence to determine whether HP is reliable. This article addresses the most common consumer questions about HP to help you make an informed decision.

Key Insights

• In Q3, 2024, HP held a 21.5% market share in personal computers 21.5% - ranking second to Lenovo and followed closely behind by Dell.
• In 2023, HP reported a revenue of $54 billion.
• Despite its popularity, Hewlett Packard reviews indicate consumer issues, including poor customer service, challenges with warranty claims, and problems with faulty computers and printers. 

Hewlett Packard Overview

Hewlett Packard (HP), is a multinational information technology company headquartered in Palo Alto, California. The company was originally founded in 1939 by Bill Hewlett and David Packard as the Hewlett Packard Company. 

In November 2015, the Hewlett Packard Company was split into two: HP Inc. and Hewlett Packard Enterprise.

HP Inc. now specializes in computers, printers, and gaming – including the respective software, hardware, and accessories, while Hewlett Packard Enterprise is a publicly traded company responsible for the enterprise side of the businesses.

Why is an HP Printer Not Printing? 

Consumer insights on PissedConsumer and other review forums indicate common challenges customers face using HP printers. The most frequent printer issues include:

• Low print quality
• Problems with cartridges and ink
• WIFI connectivity issues
• Driver and software malfunctions

A notable common complaint is regarding HP Instant Ink, a subscription-based service offered by HP for printer users. For instance, in review #5364210, the customer shared an unexpected issue with HP printer subscription.

Cancelled the automatic ink subscription recently because it was not economical. This morning was greeted with a message that the printer will no longer work unless I resubscribe.

For high print quality, adhere to timely maintenance of the printer, including cleaning the printhead. Clogged printheads can cause streaks or faded prints. Use the recommended ink for your printer cartridges, as low-quality or expired ink can cause the printed content to appear blurry or faded. Keep the printer drivers and software up to date. 

What to Do If an HP Laptop Doesn't Turn On or Charge?

Another common customer concern connected with HP laptops. People share their frustration on different Reddit threads since some laptops randomly stop charging or even working.

Source: reddit.com 

However, it doesn’t mean that you need to buy a new one. In most cases, you can easily troubleshoot and resolve the issue yourself.

Based on HP FAQs, the 3 most common culprits for your laptop not charging are:

• Power cord problems
• Software/driver issues
• Declining battery health

On the other hand, if your HP laptop won’t turn on, potential causes include:

• Power supply issues
• Battery problem
• Hardware failure
• Screen malfunctions
• Software or operating system errors

To resolve these issues, start by checking the power supply to your laptop. Ensure that the wall outlet is working and turned on. Inspect the power cord for damage and that it is securely connected to your computer. 

Look out for signs of declining battery health, such as overheating while charging, losing charge quickly, or taking too long to fully charge. If you notice any, your battery might be up for replacement. 

If the above measures do not resolve the issue, conduct a hard reset. Disconnect the charger, remove the battery (if removable), and hold the power button for 15-20 seconds. Then reconnect the battery and charger to see if the laptop powers on.

What is Covered Under the HP Warranty?

The HP Standard Warranty covers repairs and hardware component replacements due to malfunctions as a result of manufacturing issues and faulty materials. It also covers labor, parts, and limited software support. The warranty lasts 1 year for most HP laptops and 3 years for commercial purchases like servers.

However, it does not cover:

• Software-related issues such as malware or virus attack
• Hardware wear and tear
• Unauthorized fixes and replacements
• Accidental damage

To check your warranty status, visit the product warranty check website with your HP device serial number. On the website, follow these steps:

• Indicate whether you are checking the warranty for a single or multiple products. 
• Select your country
• Enter the serial number of the device
• Then click on submit to generate your warranty status.

You could also use HP Assistant to check your warranty. Ensure your PC is connected to the internet. Go to the Windows menu and search for HP Support Assistant then launch it. Select Warranty from “My Dashboard” to view your warranty information.

What is HP’s Return and Exchange Policy? 

The return and refund policy is clearly stipulated in the company’s help center. According to the HP return policy, items purchased at HP.com either by phone or online can be returned within the return window. 

The return period for most products is 30 days from the date of delivery. However, items such as gift cards, opened software, and digital software downloads are not returnable. Visit the returns page on hp.com to initiate the return process.

According to the HP refund policy, you may either request an exchange, replacement, or refund. Refunds are made immediately after the returned items are received but may take 3-5 business days to reflect, depending on your bank. 

The refund amount excludes up to 15% restocking fee, any applicable sales tax, and express shipping costs that had been paid at checkout. Details of the deducted amount are indicated in the confirmation email for the return.

Source: hp.com 

How to Contact HP Customer Support for Assistance?

An important aspect to consider when shopping for electronics is how to reach a company for prompt assistance in case of any issues. 

HP has an elaborate help center where you can find answers to the most common customer issues. However, if you are not able to resolve your issue through the help center, you can contact customer support via live chat, Facebook, Twitter, or phone.

HP has dedicated customer support pages on Facebook and Twitter @HPSupport. As indicated on both pages, Hewlett Packard customer support  is available 24/7. Evidently, representatives are highly responsive and in most cases request customers to message them directly for further assistance.

Source: x.com

Alternatively, you can call one of the following HP phone numbers:

• General sales: 1-866-625-3906
• Business customers sales: 866-625-0242 Open Monday to Friday between 8 am and 8.30 pm EST
• Home customer sales: 888-999-4747 open daily between 9 am and 12 am EST

Live chat support is available for customers throughout the week between 9 am and 12 am EST. 

There is no HP email address provided to write to the company directly. However, you can initiate HP email support by submitting a ticket using the Send Us an Email link on the website.

Source: hp.com 

Despite the stipulated channels of communication, online reviews indicate poor customer service. For example, in review #6092969, the customer expressed their frustration with HP customer service saying:

I have not been able to speak with anyone about this issue to date, and I am truly disappointed with the customer service and support that I have not yet received.

Is HP Worth It?

HP is a leading brand that offers a wide range of personal computers, printers and other devices to choose from. Their products are readily available across the USA and worldwide. While they have commendable innovations, there have been complaints about printer and computer issues. Customers also report difficulty contacting HP support for assistance.

What has been your experience with HP? Write a review on PissedConsumer.com.