Business Profile

Network Computers

HP Incorporated

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Network Computers.

Complaints

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

Customer Complaints Summary

2,387 total complaints in the last 3 years.
890 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:05/23/2024
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 envy x360 laptop a few years ago and have been dealing with a serious issue with the hinges. Many people have complained about this all over the internet, yet HP has taken no accountability and hasn't done a recall. That leaves many consumers of this model stuck paying repair fees or needing to replace the laptop completely due to a fault in the design and engineering of the product. This is quite unacceptable and needs to be addressed.
Business Response
Date: 05/24/2024
HP case manager has been assigned the New case **********. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Customer Answer
Date: 05/28/2024

Complaint: 21752951

I am rejecting this response because:
The issue at hand is not an isolated issue. Many customers have complained online including on HP message boards. Hinges don't just break. This is a flaw in the engineering or manufacturing of the product. I was told that an internal investigation in HP is being conducted for this specific issue already which means it is a well known problem. I was offered a measly 15% off a repair when this is HP's fault, not mine. This issue has hindered my academic capabilities as my HP Envy laptop is not usable at the moment and I need it for school. I am expecting a much larger compensation whether that be a free complete repair or a lot of store credit to buy a new laptop. It is unacceptable that HP is ignoring this wide spread issue and I will not let it go.

Sincerely,

*****************
Business Response
Date: 05/30/2024
HP case manager has been assigned case **********. The customer will be contacted within 1-2 business days.

Regards, HP Inc.
Customer Answer
Date: 05/31/2024

Complaint: 21752951

I am rejecting this response because:
As stated previously, the laptop hinge damage is a widespread issue that many customers have encountered. This is not an isolated event, and the burden of cost should not fall on me, the consumer, for flaws in the design or engineering of the product. I am disappointed in HP's lack of accountability and the lack of recalling this product. I appreciate the offer that was made to me, but for a resolution and satisfaction I will need a just and fair compensation. As I've mentioned, I am a student and am in dire need of my laptop to function. This action is something that *** push away the student population which I'm sure is a big percentage of the x360 line customers. I feel that an unjustice was done to me and all others who have made it clear that they are experiencing this issue. I will be persistent and will not let go until proper and fair compensation is awarded to me.
Sincerely,

*****************
Business Response
Date: 05/31/2024
HP Case **********
Notes: Customer is not happy with any of the offers 250 coupon or 20 percent off repair. customer feels if he is persistent in contacting the BBB he will continue to get better offers or free repair customer is abroad right now. Will be closing complaint as dnap since customer has refused all offers he said he will escalate again until he receives a new unit or gratis repair
Regards, HP Inc.
Customer Answer
Date: 06/01/2024

Complaint: 21752951

I am rejecting this response because:
No new offer was made. I did not say I would only accept a new unit or completely free repair, I said I will accept a fair and just compensation for a problem that has to do with engineering and manufacturing not a consumer based issue as previously admitted by two care managers that recalls and internal investigations have been conducted on extremely similar models to this one, further proving my claim. I will also not only be persistent with BBB if it doesn't yield the result, I will also look into alternative options potentially getting other consumers with this issue involved.
Sincerely,

*****************
Business Response
Date: 06/20/2024
HP Case **********
1) Summarize the steps taken & Final Solution offered to the customer: Customer has declined all offers 250 coupon or 20 percent of of repair edu customer no recalls on unit educated customer will close complaint.
Regards, HP Inc.
Customer Answer
Date: 06/24/2024

Complaint: 21752951

I am rejecting this response because:
****** my complaint is falling on deaf ears. HP must feel that because their a big company they can push around their customers. If I am not offered a much better offer soon I am going to find many more people who have experienced this problem and together we will fight this. Considering it is one of their more popular items I know there are many others who have purchased and experienced the same issue. So I will assemble a team.

Sincerely,

*****************
Business Response
Date: 06/27/2024
HP Case Manager has been assigned case **********. The customer will be contacted within 1-2 business days.
Regards, HP Inc.

Customer Answer
Date: 07/15/2024

Complaint: 21752951

I am rejecting this response because:
There was no offer on the response. Still waiting for a fair and just compensation, and for HP to take accountability for this case already. This problem is worthy of involving the law.

Sincerely,

*****************
Business Response
Date: 07/31/2024
Customer's laptop is 899 days out of warranty. HP Case Manager offered $250.00 coupon or 20% off the cost of repair. Customer declined both terms of resolution.
Regards, HP Inc.
Initial Complaint
Date:05/22/2024
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 have had hp printer for years and not able use it due to hp Instant ink I have paid on this service and have never received any paper to use my printer Ive called them so many time even ask them not to charge me until I get a shipment but still continue to charge me the app emails or phone calls are of no use they just redirect me and never get my product I confirmed the right address still nothing they wont let me take my bank account number off I no no what else to do for them to stop and pay me back all the money Ive paid over the years
Business Response
Date: 05/23/2024
HP case manager has been assigned the New case **********. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Customer Answer
Date: 05/23/2024

Complaint: 21748695

I am rejecting this response because: its been since 2022 since I have received paper my plan I pay for say paper included I bought new printer think it was my fault but no after so many times Ive tried to contact them they promise me over and over they gone send my paper and never do but continue to charge me they wont let me take my card off unless I have another card for payment just last week I finally spoke with someone and again promised me my paper I got ink but no paper I have to use the back of my mail to print anything not enjoy printing paperwork from my own home they close and end emails without resolution I simply want what I pay for or refund me and not use my printer ever for years Id rather have some paper so I can simply print my disability papers instead of paying for no paper and then pay someone else so much money just to print a few pages this is so much money buying another printer I cant use I have try over and over send documents of proof of my plan ink and paper and payment since *********************************************** 2022 that how long it been since I been wait for paper

Sincerely,

*********************
Business Response
Date: 05/30/2024
HP case ********** is open status. Case manager has been trying to contact the customer to offer assistance and support. Customer has the case managers contact information as well.
Regards, HP Inc.
Initial Complaint
Date:05/20/2024
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 just feel like it is wrong for a company to control my printer to the point it wont print. I can not be the only human on earth that has had HP take control of their printer. I call to cancel my ink subscription and that very day my printer will no longer print and from that day forward my printer, a unit i purchased, it belongs to me, they sold it to me, will no longer work. Can they do this? I am sorry I bought their printer that wont connect half the time to even print. I have spent more time trying to figure out what is wrong with their product. Telling me there is no ink in a cartridge they sent me.Unethical.
Business Response
Date: 05/21/2024
HP case manager has been assigned the New case **********. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Initial Complaint
Date:05/20/2024
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 signed up for Instant Ink as there was a 3 month free ink offer. Like so many others I had issues with that but I got it sorted out.However I would like to delete my personal address, phone number and credit card information from the account. There is no way to do that.I continue to get emails regarding the account. It appears there is no way to "Opt-Out" of receiving emails either.The Instant Ink account is "cancelled" but not deleted. My personal information should be able to be deleted now that I no longer have an instant ink account. I would like my personal and credit card information deleted from ALL HP's websites as soon as possible.
Business Response
Date: 05/21/2024
HP case manager has been assigned the New case **********. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Initial Complaint
Date:05/20/2024
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 a new HP printer from Target and HP Instant Ink told me and signed me up from 9 months of free ink with this printer and they have been charging my credit card every month for the ink. It should be free for 9 month. I informed them to investigate my issue and they closed the inquiry. Please help. I am a 60 yr old senior who feels like they scamming me.
Business Response
Date: 05/21/2024
HP has reviewed the complaint and we have assigned a case manager to contact the customer within 1-2 business days.
Regards, HP Inc.
Initial Complaint
Date:05/18/2024
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.
Upon my purchase I signed up for the ** subscription program Insta-ink. Insta-ink is a monthly program based on printed pages for a fee. Subscribers will receive ink cartridges when the printer is running low. I signed up for the $11.99 per month plan. In January, I received notification of an increase of the monthly fee for the insta-ink subscription. I decided to cancel my subscription.Upon the cancellation of the Insta-ink I received an email from ** stating that I needed to replace the ** ink cartridges that I had in my printer as they would stop working once my subscription period ended. In discussion with ** support it was concluded that I would have 3 months to use the ink cartridges that I had recieved during my subscription period. This would have taken my time of use to April 28th, 2024. On April 12, 2024, my printer stopped printing. I replaced the ink cartridges with non-** cartridges, and I was able to print. ** cancelled early but on April 28th I received an email from ** regarding my next payment to ** for my insta-ink account, that would resume in May. Along with this email, my printer stopped printing with the non-** ink cartridges. I placed a call to ** to remind them that I had cancelled my subscription, reiterating the agreement for conclusion of the use of the ink until the end of April. At which point, I would no longer have an account with **. It was at this point that customer service informed me that I could only use ** cartridges in my printer. I informed them that I had used for two weeks non-** cartridges without any problems. I was again informed by ** support that I had to use only ** cartridges. I stated that i thought that would be in violation of anti-trust laws. I would like to file a complaint against **. I have a printer that is only 2 years old that I can no longer use. In my conversation with **, I have been told that I cannot use non-** cartridges, yet I have and know that work.
Business Response
Date: 05/21/2024
HP case manager has been assigned the New case **********. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Customer Answer
Date: 05/21/2024

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. However, it should be noted, I have been going back and forth with this company since January regarding this issue. This company is breaking Antitrust laws by ensuring that printers will only print with HP ink.

Sincerely,

*******************************
Initial Complaint
Date:05/18/2024
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 bout HP printer over a year ago for my business. I barely used it since most of my customers request email of invoice. Every time I had to print something, I have to call tech support. Apparently HP have issues with iMac computers that I use. Two days ago,I called tech support because I was not able to print a word document.I spent over one hour on the phone to be told that my printer is out of warrantee! and in order to help my,I need to pay!!! I refused and asked to be transferred to a subervisor after another 25 min. I could hear loud music while the supervisor was talking to be and I asked to call me back. He left a note on the system, another one called me and said he could not help me and I would get a call the second day to find out that the case was closed with no resolution.I also requested to unsubscribe of the monthly ink program and send me the regular ink, I used it to print may be 10 pages and it was out!!!! this is a rip off company for real.I am requesting a full refund of the price I paid for and they can take the printer back.
Business Response
Date: 05/19/2024
HP case manager has been assigned the New case **********. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Initial Complaint
Date:05/17/2024
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 Printer in August 2023 and joined their monthly subscription for $3.99/month, which only allows you to print up to 50 pages. Since I frequently exceed this limit, I end up paying over $10.00/month. In February 2024, the subscription fee increased to $4.99/month, and I'm still being charged $10-$13/month. The subscription includes paper and ink delivery whenever they run out, but I often buy my own paper because I can't wait for their shipments. Despite using my own paper, I'm still being charged for printing.It has turned out to be more cost-effective to print at ***** than to use this printer. I called HP to report this as fraudulent behavior and canceled all services. Now, my printer is essentially a paperweight because it uses HP ink cartridges that I can no longer use. So, I paid for a printer ($80), paper and ink ($70), but can't use any of it now. This practice is absurd and seems illegal. I requested a refund, but they told me that since I printed more than 10 pages, a refund is not possible.
Business Response
Date: 05/17/2024
HP case manager has been assigned the New case **********. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Initial Complaint
Date:05/16/2024
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 enrolled in HP Instant Ink in August 2021 when I bought my printer. I have paid $265.29 for them to supply me with ink from the company. We don't print that often, so I do not require new ink, though I pay monthly for the replacement cartridges. I have recently canceled my subscription because it is cheaper to buy cartridges when I need them at a store than to pay monthly for a shipment I get maybe once a year, if that. I had new cartridges still in a box (dated 2022) that I attempted to put in my printer today. It says I have to reenroll with instant ink to use these cartridges I have been paying for for years. So HP Ink is saying my only options are to reenroll and keep paying them monthly for something I do not need or to throw away these brand new cartridges, again that I have already paid for, and go to the store and buy new ones. I asked if they could send me ones that are not microchipped only to work with the subscription or to refund me what I have paid these last two years since that makes their product non-functional. They have refused both and are pushing me to reenroll or throw away these full cartridges and buy more new ones. In the time I have had this printer, this is only the second time I have ever changed the ink. That is how rarely it is used. Or they can reimburse me for the printer that they have rendered useless. I paid ****** on August 14th, 2021, through Amazon.
Business Response
Date: 05/17/2024
HP case manager has been assigned the New case **********. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Customer Answer
Date: 05/17/2024

Complaint: 21721790

I am rejecting this response as a resolution because I have already spoken to them, including to a supervisor. I need them to correct the issue with actions not just saying that someone will call me. What are they going to do? Also I was charged again yesterday for their service that I canceled and can no longer use my printer because of. I want that payment reversed as well and a guarantee that they will stop charging my account.
Sincerely,

*********************
Business Response
Date: 05/30/2024
HP Case **********
Contacted Customer
Account was cancelled on 05/16/2024 and cx was unable to use the ii cart after the cancellation, cx is asking to be able to use the ii cart even is not enrolled or to get a full refund for all the charges, educated customer how the program works and the reason why the ii cartridges cannot be enabled, offered to send a full set of non ii cart, cx accepted
Address updated
1 HP 910 Cyan Original Ink Cartridge
1 HP 910 Magenta Original Ink Cartridge
1 HP 910 Yellow Original Ink Cartridge
1 HP 910 Black Original Ink Cartridge
estimated to be delivered on 06/04/2024
Regards, HP Inc.
Initial Complaint
Date:05/15/2024
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 May 14, 2024, I spent approximately 3 hours on the phone with technical support presumably in India troubleshooting my printer which was under warranty. In order to receive a replacement printer under warranty I was given 2 options to either pay some sort of refundable deposit or ship the printer first and then receive a replacement. Neither option was acceptable. I asked at least 20 times how or who I could speak to to file a complaint or to speak to a supervisor. After over 30 minutes with the last of 3 techs, I was finally connected to a supervisor. I am requesting that a replacement printer be shipped to the address I provided immediately. If necessary, I will ship the old printer back at HP's expense after the new printer is received.
Business Response
Date: 05/16/2024
HP Executive escalations case manager has been assigned to the case **********. The customer will be contacted within 1-2 business days.
Regards, HP Inc.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

HP Incorporated is NOT a BBB Accredited Business.