Business Profile

Network Computers

HP Incorporated

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Complaints

This profile includes complaints for HP Incorporated's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

2,369 total complaints in the last 3 years.
946 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:07/16/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a printer about a month ago and it has never worked. I just took it out of the box and try to use it and it will not print. I've done troubleshooting and it will not connect to a network either. I did not receive any instructions inside of the box that it came in. And I would like a new printer sent to my home address. I do not make any money because I am disabled and am forced to stay in bed. I still have responsibilities however and in need of a printer badly for my personal documents and don't have one as I thought. Medical bills and housing expenses along with the cost of living for a single mother of 2 young boys have left me without money for many things. I am unable to be mobile so I cannot simply drive to a place to print out important documents as I need. I am asking for some help here and this is the only way I know how to do that for this issue. I tried very hard to contact ** directly regarding this issue and got nowhere because the only option listed on their webpages was to chat with a robot and the robot only could assist with specific pre programmed issues. I would like a new printer that works
Business Response
Date: 07/17/2025
HP acknowledges the customer's experience, but we need more information to proceed with assistance. Please provide the ** product serial number for the printer in question, and a copy of the receipt for the printer so that we can further assist with your issue.
Please note: Serial number is 10 digits, letter number combination, no dashes or spaces; usually located on the back of the printer near the bar code.
Regards,*******
Initial Complaint
Date:07/16/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I received the worst customer service trying to switch my printer to a new account. I had to call numerous times and spent numerous hours on the phone with different ***** I had already asked two separate times for supervisor to call me back and both times I never received a call. My longest phone call was hours long and I had explained to this *** that I had already called numerous times over the prior few days and explained what the issue was. He completely disregarded everything that I said and wanted to try to fix everything his way, which did not work. towards the end of the phone call I asked to speak to a supervisor again and was told one would call me back. I already knew from the previous 2 times that no one was going to call me back so I asked to be placed on hold. At that point, the *** pretty much gave up and said that my printer issues were because of my Wi-Fi even though my printer had already worked for months on my Wi-Fi and I explained to him what the issue was. When I finally got the supervisor on the phone and explained to him what needed to be done to fix the printer he completely blew me offand said that the *** had already told him it was due to my Wi-Fi and doing what I asked would be a waste of time. He basically called me a liar and disregarded everything that I said was wrong. The printer was showing a canceling icon because the*** had asked me to try to print something& being that the printer was still not working, It was trying to cancel the print job which has nothing to do with my Wi-Fi. If it was my Wi-Fi, the print job wouldnt even have made it to the printer. I also explained to him that my smart ink account was working and it said everything was fine and it was connected but he disregarded that too. The supervisor was condescending spoke to me like I had no idea what I was talking about, and nobody ever followed up with me after all the phone calls, and hours spent on the ********** part is, after all that I fixed it myself.
Business Response
Date: 07/16/2025
HP Escalations Case Manager has been assigned case **********. The Customer will be contacted within 2-3 business days.
Regards, ******
Customer Answer
Date: 07/17/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* *****
Initial Complaint
Date:07/15/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased an hp offficejet 8015e Sept. 2024 from Officemax. Part of the purchase was a promotion for free ink for 6 months. I've been calling, contacting & trouble shooting with ** warranty and instant ink department. they refuse to either send the ink or replace the printer. I have not been able to use this brand new printer 2-3 months. I've placed multiple calls and emails with no resolve. Mind you the printer is still under warranty.
Business Response
Date: 07/16/2025
HP Escalations Case Manager is working with the Customer on a resolution, reference open case **********.
Regards, ******.
Initial Complaint
Date:07/15/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On June 23rd, I contacted ** support to report persistent overheating issues with my laptop. Both the device and its warranty were purchased in the *************. During the support session, an ** customer care agent remotely accessed my laptop and initiated a BIOS update as part of their troubleshooting process. This update, which I was not warned could carry any risk, caused the device to crash completely and become non-functional. In other words, the damage to the laptop was directly caused by *** own support agent. I was then instructed to ship the laptop in for repair. Because of this unexpected failure, I had to seek third-party data recovery services at my own expense, which resulted in significant additional costs.($250)In writing, ** committed to repairing my laptop within 1014 business days. However, after sending it in, I was later told the repair would take two months, with no substantial updates or justification apart from "MOTHERBOARD". This change is unacceptable and directly affects my ability to continue academic and professional obligations, especially since I have active insurance that should ensure timely support.Additionally, at the beginning of the process, despite the ** website confirming my valid U.S. warranty based on the serial number, I was forced to prove that my laptop had U.S. coverage, despite showing the coverage on their website to them. The agent kept going to the *****. website and I assume based on my name decided I had no coverage. This treatment felt discriminatory and inconsistent with HPs policies, and it placed an unfair burden on me.When I called HP for escalation, despite them ruining my laptop, they said that there is nothing that they can do and maybe they give me a coupon after I get my laptop. I have wasted a month of my professional life on this with virtually no support and everyone trying to stall me and not help me. This level of negligence and lack of accountability is unacceptable.
Business Response
Date: 07/16/2025
HP Escalations Case Manager has been assigned case **********. The Customer will be contacted within 2-3 business days.
Regards, *******
Customer Answer
Date: 07/17/2025

Complaint: 23602516

I am rejecting this response because:
HP has routed this complaint back to the same case manager who caused the issue and denied me escalation in the first place. This case manager would not listen to and is very rude. They did not even use my correct name. This is not a resolution it is a stalling tactic. I am requesting reassignment to a new case handler in **'s corporate resolution or executive relations department. The current representative has already told me I have no options and denied any further help. Please keep this complaint open and unresolved.
Sincerely,

***** *****
Business Response
Date: 07/21/2025
** appreciates the customer's feedback and acknowledges the customer's experience. A new Escalated Case ********** has been opened for the customer and assigned to a Case Manager to investigate further the customer's claims and better address the customer's concerns.
***************
Initial Complaint
Date:07/15/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We pay $300 per device for full onsite warranty support. For nothing. Because ** refuses to support the product. 5CD411GSFR was submitted simply for a keyboard issue. They stall on the chat and then close it when you look away. Try to make you jump through a bunch of tests/ diagnostics/ hoops to jump through. Anything they can do to make it as difficult an cumbersome as absolutely possible. That isn't support. That's $300 for the illusion of support. Long story short I'm STILL trying to get our onsite warranty tech here to fix the keyboard for the CEO of the company we support.
Business Response
Date: 07/16/2025
HP Escalations Case Manager has been assigned case **********. The Customer will be contacted within 2-3 business days.
Regards, *******
Initial Complaint
Date:07/15/2025
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
***** ****************** specifically THE LACK OF - is terrible. I want to return this printer because I had NO IDEA that they control the ink and paper usage. When I did? I tried the subscription but want to cancel it and purchase my own paper and ink. I can NOT REACH AN HP C/S REP. ***** Website NO PHONE NUMBERS.Get the run around in trying to OPEN A CASE on the website and finally given a phone number!You call, it asks your permission to record the call, you only hear clicks..... NO CUSTOMER SERVICE REP!!!!I DO NOT WANT A PRINTER I CAN'T PURCHASE PAPER AND INK ON MY OWN!!!I CAN'T CANCEL THE SUBSCRIPTION because I can't reach anyone. If you don't pay the subscription they FREEZE MY PRINTER AND IT WON'T WORK!!!WHAT IN THE NAME OF ALL THAT IS HOLY NONSENSE IS THAT!? BBB please ensure ANYONE considering ** anything knows EXACTLY how they bait/switch/control/IGNORE Consumers! To NOT have a phone number under "Contact Us" tells me they do NOT want Consumers contacting them. They want $$$ ********** Number for anyone needing it (its useless): ************ I WANT TO USE MY PRINTER ON MY TERMS - OR RETURN IT AND I WILL BUY ONE I CAN.
Business Response
Date: 07/15/2025
HP Instant Ink Case Manager has been assigned case **********. The Customer will be contacted within 2-3 business days.
Regards, *******
Customer Answer
Date: 07/15/2025

Complaint: 23601607

I am rejecting this response because: HP told me they opened a case and no one ever contacted me! A number from ******** called and when I answered there was nothing but clicking. Is ** 'calling' consumers so they can say the did and not actually doing anything? I spoke to a co-worker at the Bank and SHE has not been able to use her NEW HP Printer either - in a YEAR!!! No one contacted her and she had a Case # too. Don't CALL ME. EMAIL ME at ********************* so there is a PAPER TRAIL HP....

Sincerely,

***** ***********
Business Response
Date: 07/18/2025
According to the notes for Case **********, the Case Manager reached the customer by email on 07/17/25 and cancelled the Instant ink program for the customer, as requested.
****************
Customer Answer
Date: 07/22/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
I am able to keep the printer, use my own ink and paper and will not be charged a return fee.

Sincerely,

***** ***********
Initial Complaint
Date:07/14/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Dear ** Support Team,I hope this message finds you ******* reaching out for help regarding a recent order I placed. I specifically chose ** because of your reputation for quality and reliability nearly every product Ive owned from ** has lasted for years and served me well.Over the weekend, I was excited to finally open the new mini PC I ordered. Unfortunately, I quickly realized that I had ordered the wrong model by mistake. I was so disappointed, especially after saving up for this purchase and looking forward to it.Ive tried to resolve this through your online chat, but havent been able to get through. I also called ************ and received a message that hold times were long and that I could request a callback I did so, but havent received ****** now hoping someone from your team can assist me with exchanging or reordering the correct model. I would be incredibly grateful for your help. With everything going on lately, this mistake was an honest one, and Im just hoping for a chance to make it right.Please let me know how I can proceed. Im happy to provide any information needed.Thank you so much in advance for your time and support.Sincerely,*******
Business Response
Date: 07/15/2025
** Shopping Case Manager has been assigned. The Customer will be contacted within 2-3 business days.
Regards,*******
Initial Complaint
Date:07/14/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased an HP All-in-One Desktop for around $1,000 just over a year ago. I use the computer minimallyonly about twice a weekand now, just two months after the warranty expired, it has a black screen and is completely non-functional. This is unacceptable for a barely-used, relatively new device.I contacted ** customer service, and the representative insisted with confidence that the issue was software-related. I was told if I paid $51, they would resolve it. I paid, followed all the steps (pressing Escape, Windows + V, B, etc.), but nothing worked. After 30 minutes, I was told Id need to send the computer in for repair at nearly $400. I was denied a chance to buy an extended warranty, despite being barely out of the original one.When I escalated the issue, I spoke with a supervisor named ***** who was incredibly condescending and dismissive. He told me bluntly that even if I was one hour out of warranty, ** would not help me. His tone was rude and made me feel helpless as a loyal *********** make things worse, the computer contains important personal files and documents that I can no longer access. I received no support or solutions for recovering my data without paying the full repair price. For a product this new and barely used, this kind of hardware failure is *************** requesting a refund of the $51 support fee, free repair or warranty extension, and assistance in recovering my data. At minimum, I should have been offered the ability to purchase an extended warranty after the failure. *** treatment of customers and lack of accountability for their products failure is unacceptable.HP is a reputable brand, and I expected far more professionalism, empathy, and accountability for a product that clearly did not meet reasonable durability standards. I hope this matter will be taken seriously and resolved fairly and promptly.
Business Response
Date: 07/15/2025
HP Escalations Case Manager has been assigned case **********. The Customer will be contacted within 2-3 business days.
Regards, *******
Initial Complaint
Date:07/14/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Order placed on 6/15. Was notified of 2 separapte delays on shipping order and given the option to cancel. ** denied request to cancel because they stated the computer was in the build phase despite the second shipping date being 1 month after the original shipping date.
Business Response
Date: 07/15/2025
** Shopping Case Manager has been assigned case. The Customer will be contacted within 2-3 business days.
Regards,*******
Initial Complaint
Date:07/14/2025
Type:Customer Service Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Called into ** tech support and ended up purchasing the All in One plan. *** could not put our physical address on it for Fedx or **** He transferred us to The All in ******** to correct the delivery address. The man was very rude and said he couldnt change it until it was set up. Needless to say it would never get set up because it will never be delivered without the correct address. After we spent almost 10 hrs on the phone being transferred and lied to and treated very rudely he would not give us anyone with authority to help us just kept arguing. Told me call back in 24 hr or call Fedx-(really). Then told us to cancel the all in one program. I asked to talk to someone in the *** and they refused. We tried again today and it was the same, refusing to give us a phone # to Corporate.
Business Response
Date: 07/15/2025
HP All-in-Plan (AIP) Case Manager has been assigned case **********. The Customer will be contacted within 2-3 business days.
Regards, *******
Customer Answer
Date: 07/15/2025

Complaint: 23597734

I am rejecting this response because: we had a phone today from *********** after we asked for Corporate in the ** to contact us. After canceling the printer we received the printer and asked for a return label we were refuse a paper label and sent a QR code to take to Fedx which is 80 mile round trip to return there mistake.Additionally we were told by the complaint person in *********** there is no Corporate Office. ** shouldnt be able to treat there customers with such disrespect. **** delivers a lot of pkgs to us that is how they have our address but we cannot trust all pkgs to get to us without the correct address on the pkg. All we want is a phone call from HP Corporate and an apology.

Sincerely,

****** And ***** *****
Business Response
Date: 07/21/2025
** apologizes for the poor communication and service with this Case. ************* has been alerted to review your Case for possible corrective action and/or training opportunities.
Reference Case **********.
Regards,*******
Customer Answer
Date: 07/31/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** And ***** *****

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HP Incorporated is NOT a BBB Accredited Business.