Complaints

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

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  HP Incorporated

  1501 Page Mill Rd MS 1247 Palo Alto, CA 94301-1112

• 

  HP Incorporated

  PO Box 10501 Palo Alto, CA 94304

• 

  Palm, Inc.

  3423 Southpark Pl # A Grove City, OH 43123-4828

• 

  Hewlett-Packard

  430 Mall Blvd Savannah, GA 31406-4801

• 

  Hewlett Packard

  P. O. Box 281474 Atlanta, GA 30384-1474

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.

  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: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 have purchased the ** Elitebook x360 1040 ** recently second hand. It is working perfectly fine, but what irritates me is the screen clarity. The screen itself is FHD and comes with the ** SureView function. Im pretty sure ** SureView is the one causing the issue, since I own a G7 as well with the same issue present. Images I can overlook, but text is a nuisance to read. There is no clarity which makes it very hard to actually read the text itself. I can't write a document without my eyes feeling tired from trying to focus.I have tried to do the following:a) Updating the drivers for the graphics card b) Turning on/off ** ******************* on and calibrating ************************* windows 11 24H2 e) Following ** Support Assistant instructions on driver or display issues f) Power saving, balanced and best performance mode g) Best appearance mode h) DPI overrides for programs i) Connecting to an external display - no such clarity issue is present None have fixed the problem. For a machine that was once 2k and supposed top-of-the line model I believe such problems shouldnt be present.I had been in contact via ** support for various weeks unsucessfuly (in May and June). Only upon sending an email to the very top have I finally been contacted by a Slovenian employee, who works for ** via Foundever, who - while being very understanding - was obviously unable to help me, since he is only front line support without actual authority or access to inside resources. When prompted with escalation, I learned that I can not communicate with them. I expect to not be contacted by him again, or anyone that doesn't actually work for ******* or their direct subsidiaries. Since the device is out of warranty, they claim they have nothing to do with it, despite it being an obvious design defect. I have purchased multiple ** products in the past and have been nothing but satisfied, along with receiving great sales support. I hope that translates to the regular support as well.

  Business Response

  Date: 07/15/2025

  ** is sorry Customer disagrees with our findings.  Escalations Case Manager advised the customer they would need to work with our service partner for assistance with their HP EliteBook x360 1040 ** Notebook PC, expired warranty -113 days. Customers laptop is regionalized in Slovania. Case Manager provided contact details for Slovania support.  Case Manager advised customer that they will need to engage with ******** support, not further options available for US support per Case Manager, case was closed. 
  
  Reference case **********.
  Regards, ******.

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23596562
  
  I understand that you won't help me with the clarity issue presented by your own business grade laptop design.

  To be fair, I never expected to get anything. What I am however dissappointed in is customer service. Upon the original issue, I have had another technical question that required the technical team to respond (who after a month of waiting have not responded yet, the laptop in question is in warranty). What I learned upon contacting Slovenia support (by ********, I assume you mean ********) via ******************* is that the team/person responsible for ******** support is more or less a middle man. What I would like to get is a direct email contact option to technical support. Another way to contact ** technical support is via ******** to the Australian team, who after learning I am from ******** are unwilling to help me.

  This is a customer support maze HP created. I would like to know how to navigate it, prefferably by a direct contact option to the appropriate teams. I want to point out that until I sent an email to ******* leadership I did not even know (it is written nowhere) that ** Support Slovenia exists (although via the external contractor Foundever) and that multiple ** Support teams from ********* and North American region have provided me with wrong contact details to the ** Support Slovenia.

  Sincerely,
  Vid Straiar

  Business Response

  Date: 07/18/2025

  HP apologizes for the poor communication and service with this Case **********. HP's customer service and support are typically region-specific. If you're in one country and trying to get service or support for a product purchased in another country, HP U.S. support will often refer you to the local HP support in the country where you are currently located.
  This is usually due to differences in warranty coverage, product models, parts availability, and regulatory requirements between regions.
  Please reference the link below for HP Support in ********:

  **********************************
  

  Regards,

   HP Inc.

• 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 called in at 9 am. I called hp due to getting a product that was broken keys not installed properly and mouse sticking when arrived too my home 3 days ago. I was transferred 8 times. I was told I was rude and call back when calm and hung up on. But I explained I can't hear out my right ear and still hung up on. I am paying ****** for a laptop received broken. I gave serial number then told repeatedly they need serial number. Here it is ******* and still on phone dealing with unprofessional customer service.

  Business Response

  Date: 07/14/2025

  HP Escalations Case Manager has been assigned case **********. The Customer will be contacted within 2-3 business days. 
  Regards, *******