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Business Profile

Network Computers

HP Incorporated

This business is NOT BBB Accredited.

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Complaints

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

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    Customer Complaints Summary

    • 2,389 total complaints in the last 3 years.
    • 888 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/14/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      This company is stealing money from my bank account! They are continuously causing declined Point of Service Fees due to ongoing use of my debit card to debit funds for ink. I purchase my own ink most times from another company or store and this HP INK SERVICE keeps trying to steal my money. They are trying to steal $56.70 for 1 month . The month of MARCH but I did NOT USE ANY OF THEIR SERVICES or ink. I have my own printer I purchased. My own paper I purchased. My own ink I purchased off Amazon. Why would I pay them $56? Thats insanity. They say I went over 50 pages but it doesnt matter what I do in my home with my ink, my paper and my printer. You dont determine how much me and my children wish to print. Its my money and my ink. I initially signed up for $4.99 service and if I decide to order more I would. I havent used their cartridges of ink in months due to finding Cheaper provider. They still keep trying to steal my money, charge me for ink I dont use from them and are costing me declined purchase cost with my bank.

      Business Response

      Date: 05/15/2024

      HP has reviewed the customers complaint and we have assigned a case manager to contact the customer within 1-2 business days. Case **********.

      Regards, HP Inc. 

      Customer Answer

      Date: 05/16/2024

       
      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. They have issues a refund and cancel the charges from being debited/swiped monthly- Thank you 

      Sincerely,

      Dinotra ******

    • Initial Complaint

      Date:05/14/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Purchased HP Instant Ink subscription. Based on website was told ink is sent as needed, being monitored by the printer, and the monthly fee paid is for that. Was charged 6 times, received ink that was not needed twice, so subscription was cancelled due to the fact that there was already a surplus. Now, the printer wont print because there is no longer a subscription. Called to try and find a solution and was told, on a recorded line, that I couldnt use it, couldnt have a refund and nothing in the world works perfectly, when I inquired about what is said on their website versus what I was experiencing. These charges are on a corporate card as I work from home. I would like a refund and will return all unused ink. Or, the ability to finish using the ink already paid for. In addition, I was charged again on May 1st and then my subscription was closed on May 2nd. Today is 12 days from last charge and printing is still not an option.

      Business Response

      Date: 05/15/2024

      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:05/14/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      HP destroyed my printer and I want them to reimburse me for the defective toner / ink and printer, or troubleshoot and fix my printer. I have tried everything with chat for hours who transferred me 10 times and said they don't help commercial printers.I opened a Case ID: ********** and on the phone some foreign overseas call center employee said some nonsense about not being subscribed to ink subscription and my printer is out of warranty.I do not need my printer warrantied, I need to know how to bypass your error message that was caused by your defective toner causing the error message.Please read the full situation on this post I made:********************************************************************************************************************************************************************** In reference to the buyer who bought the ink cartridge in question and then complained it gave him the error message too, see attached. He then returned it to me, and then it did the same error to my printer, and I cannot get rid of it.I have since bought 3 more 950XL / 951 ink packs and none of them resolved the error message. HP needs to reimburse me and take back these ink cartridges that I cannot use since I cannot use the printer now, that HP caused this error. I need reimbursement for the 4 defective 950XL/951 packs I want a check reimbursement or AMERICAN SUPPORT TROUBLESHOOTING and or a credit to have your service provider fix this for free. See attached.It should not need repair just needs troubleshooting. YOUR TONER CAUSED THE SOFTWARE TO GLITCH AND NOW I CANNOT BYPASS THE ***** MESSAGE.REFUND OF THE *** AND THE PRINTER YOUR TONER RENDERED USELESS, OR REPAIR ASAP

      Business Response

      Date: 05/14/2024

      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:05/13/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Feb 27th - purchased a defective printer order #H358351217 (s/n VNB3327026). April 8th - contacted HP about problems. HP sent a replacement printer on order BVPQ7572-01.April 22nd - Continued to have issues with 2nd printer. Contacted HP to get a refund. Opened support case **********. This was approved and the printer was shipped back to HP on May 2nd.The price paid for the printer was $330.76 + $31.42 tax. HP charged for the month of warranty that was used between the purchase date and the request for return. This is understandable and reasonable. The part that seems illegal is that they refused to refund the $31.42 tax amount. This was escalated to an "escalation case manager" who told me that HP does not keep the tax money and I would need to contact the state and/or the fed to get my tax refunded. Who knows how many times per day they pocket this tax money? They must be making a fortune on this side business.I would like to get the tax refunded.

      Business Response

      Date: 05/14/2024

      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:05/13/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      This is for HP Case # ********** and **********. I sent a laptop HP Z Book ********************************************************* to mail it back to them to get an estimate for repairs. After one week, HP notified me that they could not fix my computer because it was too old and they did not have the parts. HP mailed it back to my house on May 11, 2024 using ***** as the shipper. The box and the laptop were damaged in the process. I tried to file a claim with ***** but they said that I needed a "claim filing waiver from the Shipper (on company letterhead)." I called HP on May 11 and the rep told me to call HP Depot Status on Monday since they were closed to get the form. On May 13, Monday I called and several reps put me on hold for 1.5 hours and then disconnected me. I finally got a hold of a different rep who said that HP can only file a claim on new computers. I told them that it didn't matter if my computer was new or old, I still needed a claim filing waiver from HP (on company letterhead) so I can file a claim with ***** for the damage that is required. HP refused to give me a claim filing waiver and the box and the laptop were damaged. When I mailed my laptop in for a repair estimate it was NOT damaged like this. It was damaged from either HP not packing it correctly, or by ***** throwing the box .***** told me, " If the party filing the claim is not the shipper or the payor of transportation charges to ****** customer must obtain and provide a claim filing waiver from the Shipper (on company letterhead if the shipper is a company)." Either way, I need a claim filing waiver from HP to file a claim with *****. HP is making it extremely difficult to get this form. I have called multiple times over 1.5 hours and requested a supervisor to call me and nobody has given me that claim filing waiver from HP. I need that to file a claim with ***** since HP is the shipper.

      Business Response

      Date: 05/14/2024

      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: 05/14/2024

       
      Complaint: 21704481

      I am rejecting this response because: NOBODY HAS RESOLVED my issue at HP.  All I got was a pitiful copy and pasted email from HP on May, 14, 2024 telling me they were going to close my case in 3 days WITHOUT ANY RESOLUTION. They only sent me an email that said, "In case you need further assistance, please call us at **************  or chat with us ***************************************" which is sad and pathetic as I had been on the phone all day yesterday with them in circles and nobody knows how to give me a claim form.

       I tried to file a claim with ***** and they said that I needed a claim filing waiver from the Shipper (on company letterhead if the shipper is a company). I need a claim waiver form from HP. DO NOT CLOSE MY CASE. I NEED THIS IN ORDER TO FILE A CLAIM WITH *****.

      I was on the phone with HP customer service on May 13, 2024 and hung up on after waiting 1 hour. I called back and spoke to multiple people and nobody knows how to get a claim waiver form,  I have written the Better Business Bureau. 

      I have requested a supervisor at LEAST 6 times on the phone on May 13, ***************************************************** a supervisor. I need help to file a claim for a DAMAGED LAPTOP that HP MAILED. 
      Why is it so hard to get a claim waiver form from HP? I can't file a claim with ***** unless I have one.
      Please email me the form.



      Sincerely,

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

      Business Response

      Date: 05/30/2024

      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:05/13/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      HP SSD S650 2.2" 1920GB (Solid State Hard Drive)Purchased on Amazon, 3 year warranty, died after just one year. (Purchased on 3/16/23) $184.69 No support found on site, serial number and part number do not come up.Site Chat agent gave me this advice - "Since you weren't able to find help via the web form, here's the phone number for HP Technical Support. Their hours of operation are Monday through Friday 8am 12 midnight Eastern time and on weekends from 9am - 9pm Eastern time. Please call: **************."Phone system was a nightmare since it just wanted serial number it won't take. Finally got a live person in *****, they gave me a phone number to the **** department" that doesn't work. (1 844 517 8295 )1 844 517 8295 ssd team - Rings no answer *****************************************************************************************************************************************************

      Business Response

      Date: 05/14/2024

      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: 21704333

      I am rejecting this response because:  HP's process to claim a warranty on a *** is still not published anywhere on their Site, and they still do not acknowledge the *** products, and my own issue is not yet resolved.

      Here is the current status of my issue:

      I was sent to 2 different business partners for service, the original was unresponsive via telephone: **************  *** team  - Rings no answer

      A representative name ****** called me and gave me another set of contact information - ***********************  **************.

      This time I emailed for support, and got an email back from yet another party - *************************

      I have followed the *** procedure they supplied via email and shipped the *** at my own expense, but the issue is still pending. 

      The **** Tracking Number for the shipment is - 9500 1124 4263 4141 7761 37  and the *** should arrive for evaluation tomorrow. No word on how long it will take for that process. 

      Sincerely,

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

      Business Response

      Date: 05/30/2024

      HP case ********** is open status - Case manager has been working with the customer on a solution.

      Regards, HP Inc. 

      Customer Answer

      Date: 06/08/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory IN MY CASE ONLY because a refund was issued. 

      HP's business practices in regards to providing support to honor the warranty for their SSDs however is still greatly lacking - There are still no support guidelines on their website, they do not even acknowledge they manufacture and sell SSDs via third parties, and there is no clear path to claim a warranty on an SSD without massive escalation and effort. 

      Please provide this feedback to HP and pursue remedy for other customers as you are able. 

      Sincerely,

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

    • Initial Complaint

      Date:05/12/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      My ** PC crashed. I tried different things but couldn't restore it. So I reloaded the ** programs from a *** stick I that and tried to restore it from its Assistant Program, but that didn't work. I called for this service and asked If they could restore my files if I could get a refund, and the man said that was not within his responsibility. I bought the service. They had me format my PC, which wiped out the ** programs. Then on another PC The downloaded the ** programs.I was told to insert the *** into my ** and copy the files into that. The Tec. then took control of my PC and went to the same program I had used. He to could not restore my files. I asked for a refund and was again told that was not his ***** When I signed up, I was told I could cancel the subscription at any time, I tried, but they are still charging me the $16.99 monthly fee.(This month, there aren't any funds in that account, so they kept trying to send it through. My bank charges a $30.00 fee to block the charge.)

      Business Response

      Date: 05/13/2024

      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:05/10/2024

      Type:Product Issues
      Status:
      Answered
      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 insta ink for around 2 year and have consistently had either 1.99 plan or 4.99 plan never any higher two months ago somehow my plan became ***** when I contact up about this issue they tell me I have to pay past due balance for plan I never agreed to and they will then refund me so after arguing for few days I reluctantly pay the charge try to contact them to tell them I paid the charge now please refund me and nothing so now few weeks later I go to print and my printing is suspended again and the want me to pay *****:again for service I never agreed to and had already canceled and went to my normal plan in order to refund me but they are only refunding one of the 30:dollar payments not both and not until I paid again and I'm unable to print until I do

      Business Response

      Date: 05/13/2024

      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:05/10/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      The nature of my dispute is my personal checking account being charged for extended period of time for monthly charges on two printers. They told me when I spent HOURS on the phone with them that my printers were no good. They continued to charge my account monthly for usage that wasn't being used.

      Business Response

      Date: 05/13/2024

      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:05/10/2024

      Type:Order Issues
      Status:
      Answered
      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.
      This transaction occurred 05/03/24. The amount of *****. This company provides printer ink. They charged me more than I owed and overdraft my account. I called the company and got a rep in the ***********, and she acted like she was going to transfer me to a supervisor but instead transferred me to a voicemail.

      Business Response

      Date: 05/13/2024

      HP case manager has been assigned the New case **********. The customer will be contacted within 1-2 business days.

      Regards, HP Inc. 

    HP Incorporated is NOT a BBB Accredited Business.

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