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

  950 W Maude Ave Sunnyvale, CA 94085

• 

  HP Incorporated

  303 Second St #500 San Francisco, CA 94107-3639

• 

  Hewlett Packard

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

• 

  Hewlett Packard Company

  45 BARNWOOD CT FLORENCE, KY 41042-9110

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:07/14/2025

  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 laptop computer from ******* in Nov. 2024 and it is still UNDER WARRANTY from **. The computer gave me a blue screen stating I had a driver issue. After running all the tests I could personally do, I had to take it to a computer repair person in town to see what the issue was. (I am 45 minutes away from an HP repair station). He reinstalled windows but stated the wifi card no longer works. After filing an online claim and about 3 days later they closed the claim with no explaination I decided to call. After SEVERAL CALLS to Hp tech support, I found out they had erased my account information and deleted my claim. I have had a string of "chat" employees at ** try to help by asking the same questions over and over and still have not gotten anywhere. I need the computer replaced and feel like they are stalling until the warranty runs out in Oct. 2025.I have asked sever times for them to issue a replacement and can get nowhere with anyone.I am greatly disappointed with ** and their customer service.

  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, *******

  Customer Answer

  Date: 07/18/2025

   
  Complaint: 23599786
  
  I am rejecting this response because:

   

  I do not want the case closed until I actually have a working computer in my hands. ** is mailing me a shipping box and label to send my computer back to them

  then I have to await their response to find out what they will actually do to fix the problem and honor the warranty.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 07/25/2025

  Customer's repair unit (Order #************ was delivered to the Service Center Friday, 7/25/25 at 9:24 AM, FedEx Tracking ID: ************.  

  Reference active Case **********.
  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.

  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 ***** *****

• 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, *******

• Initial Complaint

  Date:07/14/2025

  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.

  Date of transaction: July 2025 Amount paid: $118.00 Company: HP Instant Ink I was charged $118 by HP Instant Ink for one month of Instant Ink usage in July 2025. I upgraded my plan from 100 to 300 pages that month to print urgent legal documents. However, the printer glitched and misprinted many pages with only one line of text, requiring multiple reprints. ** counted every page including those partial, wasted prints toward my total, and claimed I printed over 900 pages.The charge is excessive and financially damaging. I only had a single 500-sheet pack of paper, and I still have some left. I also was not warned I would be billed this much. Their solution was to offer me 3 free months of unlimited Instant Ink, which may technically be worth more than $118 in page volume, but that doesnt change the fact that Im now facing a $100 overdraft due to this charge. This is not a refund, nor does it resolve the fact that I was unfairly charged due to printer errors and an inaccurate count.Additionally, Ive been a customer for over three years and had long periods where I didnt receive ink at all, despite paying monthly. The $118 charge is the most Ive ever been billed and is disproportionate to both the service received and the actual physical resources used (less than one cartridge and 500 sheets of paper).I am requesting a refund applied directly to my account not just future service time. I would also like the subscription canceled if ** cannot provide accurate billing going forward.

  Business Response

  Date: 07/14/2025

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

• Initial Complaint

  Date:07/13/2025

  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 been with InstantInk for a number of years, primarily because I CAN NOT GET OUT of their service!!! I have tried contacting them, i've tried deleting the app from my computer, resetting my printer, I've spend HOURS trying to stop this service. I now have a service with them that runs until July 20, HOWEVER because I refused to upload a new credit card, because I no longer want their service, they won't allow my printer to print!!! I have multiple print cartridges I HAVE PAID FOR from them and yet none of them will work in my printer because I won't upload a credit card that puts me in an endless loop of never getting out of their InstankInk program. It's supposed to be month to month, change or get out whenever you choose. BUT YOU CAN"T! I want my computer and printer released from their systems AND the ability to use the MULTIPLE ink cartridges I have that I PURCHASED from them. This is insane that you can't get out of the program and use the cartridges YOU'VE PAID FOR!

  Business Response

  Date: 07/14/2025

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

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23594070
  
  I am rejecting this response because:

  I received correspondence from them addressed to me that I responded to.  Then I received two more pieces of correspondence from them to "******" whomever she is stating my claim was closed without action because I hadn't responded.  THIS is so typical of this company.  They do not care about their customers or the service.  I want to be released from their program and able to use up the cartridges I have from them that I bought and paid for!. 

  I do not want my computer or printer or anything connected to their InstankInk program! 

  Sincerely,
  
  ****** *****

  Business Response

  Date: 07/18/2025

  According to the notes in the Case **********, the Case Manager cancelled the Instant Ink subscription and sent out 2 new ink cartridges under Order #BXFC1295-01/02. HP 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.

  Regards,*******

  Customer Answer

  Date: 07/24/2025

   
  Complaint: 23594070
  
  I am rejecting this response because: I received the print cartridges, put them in the printer and it STILL STATES I'M CONNECTED to INSTANTINK AND CANNOT PRINT UNTIL I RENEW WITH A NEW CREDIT CARD!!!!!
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 08/07/2025

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

• Initial Complaint

  Date:07/13/2025

  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.

  For years, I have been paying 3.99 a month in order to have ink cartridges sent to me automatically. For years, I have not been receiving cartridges when I need them. I discovered that online, my printer was not communicating with the website. However, my printer is always available to print from my phone, or Chromebook. In the printer I have run WiFi and internet access reports and they all come back fine. The ** website tracks my paper usage just fine, but amazingly can never get my ink usage updated. I called customer support on July 11th. After they remote accessed my CHROMEBOOK, they told me my printer drivers were corrupted and I had toworms on our internet services and I tried to sale me a $300 Norton antivirus service. Thank God I know a bit about Chromebooks as I am the head of the technology department for my school. I immediately canceled my ** insta-ink subscription and will NEVER buy anything ** again. For someone to try to ******* me out of money, then give me some crazy story of printer drivers being corrupted when Chromebooks dont even have printer drivers, then tell me we have worms which is HIGHLY unlikely with a Chromebook, is insane!! Your support team needs to do better!! I have been cheated out of 3.99 a month for years and have never received the correct amount of ink without going through a ton of grief. Yet amazingly I have been charged for over usage of printing pages. ** insta-ink is cheating people out of money and it needs to stop.

  Business Response

  Date: 07/14/2025

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

  Customer Answer

  Date: 07/14/2025

   
  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,
  
  ****** *****