How to make a formal complaint about hp (lack of) customer support?

[Anonymous]

It appears that HP has no complaints policy available to the public and conveniently provides no means of complaining about their customer service, so I’m posting to check whether anyone can confirm that this is in fact the case, or if anyone can direct me to their complaints policy?

Since just after buying the printer, I have had a recurrent issue with print jobs repeatedly being stuck in a queue, not printing and being non-delete-able. This means that every third time or so that I need to print, I have to shut down my printer and laptop and restart them all to try again (sometimes successfully, sometimes not).

On one of the extremely rare occasions when it was possible to get through to hp for support, they told me that this was nothing to do with them, and was a Windows issue. However, I have been on to Microsoft senior technicians several times, and they say emphatically that this is a printer issue, not a Windows issue. They also said that they are sick of hp telling customers that these printer issues are Windows issues, which they said is because “they don’t want to deal with it”.

On top of the printer jobs failing repeatedly, there is also now a cartridge access light on, despite me having fitted a brand new hp brand cartridge. The printer was printing fine after the cartridge change,  until it decided to stop half way through the first print job. The manual is completely unhelpful, simply saying “indicates cartridge errors”. Once again I can’t communicate with anyone at hp to try to resolve this, due to them having made themselves uncontactable (by me). 

So I have been left all this time with a relatively new printer under warranty which doesn’t work properly, and a printer manufacturer who provides no means for a customer to phone, email or live chat them for technical support during the warranty period - unless you pay them for the privilege!! It is only possible to contact them if one is on various apps, which many people, especially older people like me, are not.

I find it unacceptable and legally very dubious that when a product doesn’t work properly, the company who is selling the product makes itself uncontactable, so that the warranty is effectively worthless. The customer is left with a broken product and no redress. I note that when the warranty period expires, it isn’t possible to get onto the hp site to request any information (rather than a refund or a repair) when there is an error with the product.  I find this questionable too, and at best dire customer service.

I am very annoyed about this.  Once my latest hp printer is ready for the bin (which may be soon, all considered) I will be making a point of avoiding buying hp products in future, because of this absence of customer support, and buying from a company which can actually be contacted when its product fails.

As there appears to be no means to make a formal (or even informal) complaint about hp, I will likely contact Tracing Standards to ask for their views on hp making themselves effectively uncontactable during the product warranty period, and the legality of this. In the meantime I am wondering whether anyone knows of a way to complain to hp themselves as well?

Many thanks in advance for your help.

[A_Gayathri]

Hi @aaabbbccc000,

Welcome to the HP Support Community

I understand you are facing an issue with your How to make a formal complaint about hp (lack of) customer support. Not to worry I will help you to get a resolution to resolve the issue.

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[Anonymous]

The response is not helpful for reasons already explained. As this forum is not helpful, I have requested deletion of my profile and account from here and will pursue my concerns via external agencies.

[Nal_NR]

Hi @aaabbbccc000,

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