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

• 

  Hewlett Packard

  420 Mountain Avenue P. O. Box 6 Murray Hill, NJ 07974

• 

  Hewlett Packard Company

  4680 Parkway Drive Suite 100 Mason, OH 45040-9363

• 

  Palm, Inc.

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

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:11/14/2025

  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.

  Bought an HP Smart Tank 6001 on 12/6/24. Worked fine until August 2025, when it started flashing warnings for the black print head, and app said Printhead Missing. Did all troubleshooting recommended online to no avail. Contacted ** and they offered to send a new printhead, so I accepted. I also asked for a bottle of black ink to be included due to the inconvenience of printer being down which affected my work from home necessities, and forced me to have to go somewhere and pay to print the work docs I needed. Agent refused, so thats why I filed original complaint in August. I worked with ******* and she sent me a bottle, and issue was resolved, including printhead. Fast forward to 11/11/25, when I attempted to print docs for work. Printer threw the same lights and message as last time, despite working fine the night before. Husband and I tried all troubleshooting multiple times each, but no luck. I tried to contact ******* back via phone and email but no response to date. I contacted ** on 11/13/25, and was able to have a new printer requested to be shipped. I received an email, but wasnt able to review until today. ** wants me to PRINT a return shipping label, find my own box, and ship the printer back before they will send me a new one. First, MY PRINTER IS BROKEN so how am I to print the label??? Second, I have to find my own box to ship???? Third, I WORK FROM HOME. I CANNOT be without my printer that long. I NEED to print docs for work next week, I NEED my printer NOW. I asked for the new printer to be expedited and ** declined. This is UNACCEPTABLE. I am having to pay out of pocket to print work docs bc of a printer that broke after only 11 months, they want me to magically print a return label with said broken printer, and find my own box for such a large item.

  Business Response

  Date: 11/18/2025

  An HP Escalations Case Manager has been assigned to new Escalated Case ********** to address the customer's concerns. The customer should be contacted as soon as possible. 
  Regards, *******

  Customer Answer

  Date: 11/18/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and am awaiting contact from the case manager at this time.  
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:11/11/2025

  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.

  We cancelled the Instant Ink subscription on Oct 18th, which was scheduled to deactivate on Nov 5th. We purchased new ink cartridges for the printer, installed them, then turned it on. It printed fine at first, but then began printing multiple (about 20) "HP Account Error" pages", wasting the new ink we purchased. I got online and contacted ** about it. I spent two hours being transferred between 4-5 different teams, and no one seems able to solve the issue. As of right now, I have an HP printer ($120) refusing to go online or print, and when it does print, it's only the error pages. It's refusing to let me take the new cartridges out of the printer (the machine won't let slide them out normally). I've tried contacting ** again but the chat sessions are left hanging and no one is responding to me anymore. I can no longer access my HP account (which has all my billing and credit card information). I've tried logging in through different browsers and devices with the same infinite loading *********'s starting to feel like they're intentionally locking me out because I cancelled my subscription and now I have a worthless paperweight printer and newly purchased ink ($36) they're refusing to let me use (but are constantly wasting with their error page print outs).Can you guys help me out? At this point, we're just hoping it's a printer issue and want this exchanged or replaced. We don't understand what the issue is (and apparently neither do they), but we're out $150+ with a printer that doesn't work and is no longer being manufactured. We don't understand why we can't use third-party cartridges for a printer we purchased. Isn't that against the law? My dad is a disabled vet and I am currently managing this account for ******** ID **********

  Business Response

  Date: 11/12/2025

  An HP Escalations Case Manager has been assigned to new Escalated Case ********** to address the customer's concerns. The customer should be contacted within 2-3 business days. 
  Regards, ******.

  Customer Answer

  Date: 11/15/2025

   
  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:11/07/2025

  Type:Product 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 an HP Instant ink plan with ** to replace cartridges as needed. I received a package of defective cartridges, but have not been ableto have any resolution by telephone, email, or by chat with any online access with Instant Ink HP Support. I have spent over an hour trying to contact them with no resolution and no proper answer. I have sought help from someone who is very experienced in contacting businesses and she had the same complaint. This is inexcusable. I have no replacement cartridge and no way to contact or speak to a human. I was put on hold for 45 minutes twice. Completely unprofessional.When I tried to work with a chat person, the chat person answered the question for me incorrectly. There was no way for me to say that I was dissatisfied. I was kicked out ofthe conversation.This is completely inexcusable and a poor business practice. I wish to be contacted by somebody in the Instant ink HP program to resolve this issue and I want to receive my cartridges now. My printer is an HP Office jet Pro 8135E. Serial number ********** my name is ******** ******* at **************************************** phone number ************ email address: ****************************** past years, I did not have these problems with the HP Instant ink program I appreciate your help in resolving these problems. ******** *******.

  Business Response

  Date: 11/10/2025

  An HP Instant Ink Case Manager has been assigned new Escalated Case ********** to address the customer's concerns. The Customer should be contacted within 2-3 business days.
  Regards, *******

• Initial Complaint

  Date:11/07/2025

  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.

  I've been an HP SMART FRIENDS customer for many years. I've always received prompt and good service, but for the last 2 days I have not been able to get a technician on the phone. I need a document put into a pdf file so I can put it into my Documents and email it to myself.============================================================================== I've called several time over the past 2 days. Each time I waited over 30 minutes for a tech to answer. No one picked up. After about 35 + minutes the calls disconnected.============================================================================== What is going on. I pay for service each month, but can't get the help I need right now. It seems like ** needs to hire more techs.

  Business Response

  Date: 11/10/2025

  A ************************* Representative has been assigned new Escalated Case ********** to address the customer's concerns. The Customer should be contacted within 2-3 business days.
  Regards, *******

  Customer Answer

  Date: 11/10/2025

   
  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:11/07/2025

  Type:Sales and Advertising 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.

  Case ticket number: ********** Service Order: number: BXFL343501 I purchased this model of laptop : HP Laptop AI 17-cn5037nr The device was purchased : June ******* HP Order numer: H364091070 The device became defective on: August 15, 2025 I opened a service orderr and worked with customer support for 2 hours to resolve this issue. They determined I needed to ship the laptop in for repair, I was past the 30 day return window. I have been waiting for this laptop to be repaired since it entered the repair que for: 38 days I have opened numerous avenues of communication with ********************** they have assured me the ticket would be escalated. ** has had my laptop the same amount of time I had the laptop. I have not been able to get a definitive answer to when the repair would be completed. ** keeps stating the part to repair the product (Motherboard) is on a bad backorder. If that is the case, the laptop should be replaced, this is gross misconduct consumer practice. I would like my repair to be completed within the next 7 days or replace the laptop or refund the original purchase price.

  Business Response

  Date: 11/10/2025

  According to the notes in new Escalated Case opened for customer on 11/07/25, the Case Manager has made a buyback offer in the form of HP gift cards and customer has accepted by email on 11/10/25.

  Reference active Case 5151390417.

   Regards, *******

  Customer Answer

  Date: 11/10/2025

   
  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:11/06/2025

  Type:Billing 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 bought an HP printer around March 2025.. The ink service was $4.99 per month so I signed up. Now, I cannot operate my printer unless I allow ** to charge $1.50 for 10 copies. I bought the printer, ink and paper. They are charging me now for copies or I cannot use my printer. I'm not Kinko's. This is robbery. I will never buy another ** product. As soon as I can I'll buy another printer from a different company and smash this one. This is wrong. I hardly used the printer for months. Then I printed my lease in September and they charged $35. I printed government documents for a decision on my case in October and they charged $25. This needs to stop!

  Business Response

  Date: 11/07/2025

  An HP Instant Ink Case Manager has been assigned new Escalated Case ********** to address the customer's concerns. The Customer should be contacted within 2-3 business days.
  Regards, *******

• Initial Complaint

  Date:11/06/2025

  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 bought a HP laser printer on ******. I replaced the toner for the first time shortly after the first cartridge ran out. After opening the printer and placing the toner cartridge inside I could not close the printer. When I took it to Staples for help they said that there was something wrong with the hinges. When I contacted customer support, they also said that there was something wrong with the hinges and that it may have come that way, implying that the printer may have been faulty when I bought it. I asked for the nearest location where I can have the printer repaired and they said there was no way to repair the printer. Since the warranty ran out and there was no way to repair the hinges on the printer, I asked if they could extend the warranty or replace the printer but was told I would simply have to buy a new one for $300. When I bough the printer I spent a bit more than I was planning so that I could get one that would last a long time. I did not expect it to break as soon as I went to replace the toner, and that there would be no option to repair the printer.

  Business Response

  Date: 11/07/2025

  An HP Escalations Case Manager has been assigned to new Escalated Case ********** to address the customer's concerns. The customer should be contacted within 2-3 business days. 
  Regards, *******
  

• Initial Complaint

  Date:11/06/2025

  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 recently filed complaint ******** against ** when my computer was hacked after speaking to HP technicians. I was contacted by ** Silicon Valley Case Manager Deva and Escalations ****. Since that time, I continue to be harassed and there are still programs in my computer which are "greyed out" and cannot be uninstalled which provide remote access. There was a collaboration between ******* and ** when I purchased a new computer from ******* and then refunded it after returning it. I also filed a dispute with my Discover card for the refund. At no time did I ever remove this computer from it's box or even remove the tape as I went and purchased a computer in person. My previous computer and my new computer have both been hacked. I continue to receive pop-*** on my computer with the serial number and product number listed for the returned computer. I did not even open the box and yet I am continually harassed with pop-*** as well as calls and more and my new computer has "greyed out" files I cannot remove. There would no reason for ** to know the computer I purchased as I never unboxed it and yet I've received ***** pop-*** concerning it. I was having issues with HP uninstalling my printer and I've simply unplugged it and have not been using it and, therefore, I now receive nonstop pop-***, harassing calls, and have files I can't uninstall in the new HP computer I purchased on 9-1-25. I have attached a screen print of the nonstop pop-***. I filed a dispute with Discover on 10-15-25 and was refunded and yet continue to be harassed with pop-***, calls, and programs I can't uninstall on my new computer which is less than 2 months old.

  Business Response

  Date: 11/07/2025

  HP appreciates the customer's feedback and screenshot provided in this complaint.  The pop-up message the customer describedasking to Check your HP Warranty Statusis a legitimate notification from HP Support Assistant, a built-in HP software application that helps customers keep their devices updated and performing well. These notifications are not related to any form of cyber hacking or unauthorized access. Instead, they are designed to remind customers to verify or update their warranty information so ** can continue to provide support when needed.
  That said, ** understands that such messages can be confusing or concerning, particularly when they resemble online scams or appear unexpectedly. ** takes privacy and customer trust very seriously. We never want our communications to cause worry or inconvenience.
  If the customer would prefer not to receive these notifications, they can easily turn them off within the HP Support Assistant settings.

  Regards,
  *******

   

  Customer Answer

  Date: 11/07/2025

   
  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:11/05/2025

  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 bout a laptop from *********** on July 30th. Around the 6th of october it began to malfunction. I went through several phone calls and followed all steps as told to me by ** customer service. It was eventually sent off for repair to an HP facility. The repair is being refused under warranty due to what they are calling "accidental customer damage". They say there are non ** parts in the laptop and are refusing warranty work. I have not opened the laptop to do any replacements. I have a receipt showing the specs I bought the computer with available on request. I have several case numbers available upon request also. I am seeking repair of the laptop with no additional cost to me as it is under warranty and I made no modifications.

  Business Response

  Date: 11/06/2025

  A new Escalated Case ********** was already opened for the customer on 11/05/25 and assigned to an HP Escalations Case Manager.   ** has provided the Case Manager with the customers recent ******************** feedback.
  The customer should be contacted within 2-3 business days.
  Regards,*******

  Customer Answer

  Date: 11/06/2025

   
  Complaint: 24111763
  
  I am rejecting this response because:

  HP contacted me by phone today and verbally denied my warranty, claiming third-party modifications, and then closed their internal case. ** has still provided no evidence to support this claim. No technician photos, inspection notes, part numbers, or documentation were provided.
  
  The email I received afterward from the ** representative was not a case-specific explanation. It was a generic copy-and-paste of HPs standard warranty exclusions and did not reference my device, my configuration, or any alleged findings.
  
  The representative also told me this was a ******* issue, even though this is an HP-manufactured product covered under an ** warranty.
  
  ** has not provided the written, evidence-based response required by BBB procedures. Until ** provides technician documentation, photos, and a valid written explanation for the warranty denial, this complaint remains unresolved.
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 11/12/2025

  Customer mentioned that the HP 17.3 inch Laptop PC 17-c3000 was purchased from ***********.  Does customer have a way to send a copy of the receipt or invoice for the purchase, and also include a screenshot of the laptop's features in *******'s order that would detail the specs of the unit? 

  Regards,
  ******

  Customer Answer

  Date: 11/12/2025

   
  Complaint: 24111763
  
  I can provide the purchase receipt and screenshots upon request.  
  However, ** has already returned the laptop to me without providing any of the documentation I repeatedly asked for   
  no photos, no technician notes, and no report explaining the alleged unauthorized modification.
  
  ** denied the warranty, shipped the computer back, and marked the case closed before ever requesting these items.
  
  If ** needs the receipt and screenshots to continue the investigation properly, I am more than willing to provide them.  
  Please confirm that ** is re-opening the warranty review and will be supplying all related diagnostic evidence.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:11/05/2025

  Type:Product 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.

  They are committing fraud The Ink I paid for came from ******. I will not allow these folks in my house because they walk around all day long trying to scam anyone they can. I have used ** for year and the Policy is that the company doesn't have to purchase instant but I have bank statements to prove this money has been taken out of my account.

  Business Response

  Date: 10/06/2025

  Our company is called HP2 and we are not printer ink company.

  This compliant has been sent to the wrong company.

  Thanky ou,

  ***

  HP2 Promotions 

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

   

  Customer Answer

  Date: 11/05/2025

  I got approved for a Printer through ** and I have been paying my bill on time starting from Dec 7 ***************************************************** Boxes of Instant Ink when my ink got low my payments have never been late they have taken money out of my account for a product that never received one box of ink to replace what I used up. Printer is Paid for the total was ****** I have receipts to prove that I purchased my own ink last month because I ran out

  Business Response

  Date: 11/07/2025

  An HP All-in-Plan (AIP) Case Manager has been assigned new Escalated Case ********** to address the customer's concerns. The Customer should be contacted within 2-3 business days.
  Regards, *******