Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

18 complaints closed in last 3 years.

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Membership Information

This business is not a member of Business Consumer Alliance. This fact does not disparage the company in any way.

Recent Review

Posted on 5/6/2019 Kevin T.

I think HP could train their employees a lot better in dealing with their customers.

A couple of years ago I purchased a HP Printer to use in my home for my personal use, In a very short amount of time I began to experience issues with that printer. I contacted HP Support and they were not able to fix the problem with the printer so they offered to send me a "New Printer" and I agreed . HP sent me this "New Printer" This "New Printer "; begun work and in a several months I began to experience problems with this printer. When I reached out to HP Support I didn't receive any assistance although I reached out to HP for help. Months had gone by and I continued to seek assistance with the "New Printer " problem and continued to receive no help from HP. Finally, after me repeatedly contacting HP multiple times back to back I was able to speak to a Case Manager. I explained to him the that I was experiencing problems with this replacement and how I attempted to reach out to HP Support to address the issue and get it resolved. I further explain how I didn't receive any kind of help or assistance from HP Support. The Case Manager stated would do a little research and get back to me. The Case Manger contacted me and informed me the printer support had expired. I explained how and they were not able to assist me with the HP printer. I again explained the Case Manager how I reached out for assistance with this HP Printer however I did not receive any help and this occurred during the time HP Printer was under warranty. The Case Manger stated ( a lot more To story)

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Complaints and Resolutions

Total Amount in Dispute:
$6,321.00

Total Amount Settled:
$1,049.00

Complaint Experience

94%

Complaint Resolution Index (CRI)

BCA's Summary and Analysis:

Our complaint services are free and our team of expert mediators will assist in resolving complaints with businesses.

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Complaint Closing Statistics

18 complaints against Hewlett Packard closed in last 3 years.

Complaints	Type of response
2	Making a full refund, as the consumer requested
0	Making a partial refund
11	Agreed to make an adjustment
1	Refusing to make an adjustment
3	Refuse to adjust, relying on terms of agreement
1	Unanswered

View summaries of the complaint descriptions and responses.

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Other Information

Company Info

HP's mission is to invent technologies and services that drive business value, create social benefit and improve the lives of customers — with a focus on affecting the greatest number of people possible.

Primary Contact:	Francesca Rude (Customer Advocacy Manager)
Business Started:	1/1/1960
Social:

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Licensing

We know of no licensing or registration requirement for companies engaged in this company's stated type of business.

Government Actions

BCA has no information regarding government actions at this time.

Comments and Analysis

We have no further comment about this company's business practices or analysis of its offer that may assist you in your consideration of this company.

Other Considerations

We know of no other matter or practice relating to this company that may assist you in your consideration of this company.

Industry Resources

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Additional Info

DBAs:

Hewlett-Packard Corporation

HP, inc.

HEWLETT-Packard Laboratories

Hewlett-Packard Co

Applied Optlectronic Tech Corp

Websites:
There are no additional web sites.