Business Profile

Network Computers

HP Incorporated

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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

Customer Complaints Summary

2,389 total complaints in the last 3 years.
888 complaints closed in the last 12 months.

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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:05/07/2024
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 April 25, 2024 ** sent me a replacement for my desk 3752. They told me it was outdated and I had to get a new one to continue my ** Ink jet subscription. One to two days later I received my ** envy and I called the Ink jet 800 number for assistance with my set up. When I gave the serial number to my ** envy, I was disconnected because I was told I already had an account for my DeskJet 3752. I need assistance with setting up this printer and removing the old printer so that the bot will allow me to speak to a representative for a set up of the ** envy.
Business Response
Date: 05/08/2024
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:05/06/2024
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.
In my account it shows my current printer and old printer. I am trying remove it, but it keeps trying to remove my current print online. So I access the chat. The tech stated it couldn't be removed and I needed to make a phone call to have it removed. I told him that he could contact whomever he needed to so it could be removed. He refused. I stated I would file a complaint. He then said he could transfer the chat to someone who could help me. When I asked about why he didn't offer that in the first place he would not give me a straight answer. It attempted to transfer me without me agreeing to a transfer. Then when asked again, he just disconnected me.
Business Response
Date: 05/06/2024
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: 05/06/2024

Complaint: 21671148

I am rejecting this response because: Not really rejecting it, just I will wait to see what their response is.

Sincerely,

****** ***
Business Response
Date: 08/29/2024
Case Manager informed Customer on May 13, 2024 his HP ************************* Pro 6978 All-in-One Printer TH73866078 had been successfully removed. Instant Ink ID# ********** only reflects OfficeJet Pro 6978 All-in-One TH25D7N0KX as currently subscribed. Reference case **********.
Regards, HP Inc.

Customer Answer
Date: 08/29/2024

Complaint: 21671148

I am rejecting this response because it should have been done when I first asked. And this is months old. If they cared about customer service, they would have addressed this sooner. Why has it been months without a response?

Sincerely,

****** ***
Business Response
Date: 09/09/2024
Customer's request has been resolved. Case Manager informed Customer on May 13, 2024 his HP ************************* Pro 6978 All-in-One Printer TH73866078 had been successfully removed. Instant Ink ID# ********** only reflects OfficeJet Pro 6978 All-in-One TH25D7N0KX as currently subscribed. Reference case **********.
Regards, *******
Customer Answer
Date: 09/10/2024

Complaint: 21671148
I am rejecting this response. I cannot add any other comments as the system will not let me submit any additional comments.

Sincerely,

*******************
Business Response
Date: 09/13/2024
Customers ******************** Complaint was the removal of HP OfficeJet Pro 6978 All-in-One Printer TH73866078 from his Instant Ink ID# ********** profile. Case Manager successfully removed and informed Customer on May 13, 2024. The only product reflected on Customers profile is HP ************************* Pro 6978 All-in-One TH25D7N0KX which is currently subscribed. Reference case **********.
Regards, HP Inc.

Customer Answer
Date: 09/13/2024

Complaint: 21671148

This is a canned response and not an answer.

Sincerely,

*******************
Initial Complaint
Date:05/06/2024
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 entered into a HP instant ink agreement with HP last year. I have NOT received any ink for 5 months yet they continue to charge my credit card. I have cancelled the agreement and received a confirmation. Their cheap printer broke in less than one year. HP has lost me as a customer permanently.
Business Response
Date: 05/06/2024
HP case manager has been assigned the case **********. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Initial Complaint
Date:05/05/2024
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.
After returning one bad printer an HP7995e they sent me another one thats faulty as well .I had to send in the proof of purchase which I did the first time and then they lost it .The printer is under warranty but then they requested again a proof of purchase on the second printer when they already had it .Now they are requesting Proof of receipt for in opened cartridges as well .I gave over 30 e mails from a rep who refuses to send me a return box .I am disabled and a senior .No matter how many times *** told him thatI cannot go out to buy a box he expects me to go out and buy a box .Im not sure why they would want a broken printer back anyway ?*** requested a call but they refuse to contact me and instead I get e mails from this guy from HP who has made everything extremely difficult for me and done nothing except waste my time for many months .I have a right to get my money back but they are not honoring the warranty .Do I need to go to small claims court to get my money back ?
Business Response
Date: 05/06/2024
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: 05/06/2024

Complaint: 21669556

I am r*j*cting this r*spons* b*caus*:
HP hav* not r*solv*d my issu* in ov*r 7 months . I am a disabl*d s*nior and HP r*fus*d to accommodat* m* and s*nd m* a r*turn box . Th*y d*mand*d proof of purchas* again wh*n product is und*r warranty and I had alr*ady s*nt it to th*m with th* first faulty Inspir* 7995* print*r I had to s*nd back . HP r*p ********** th*y did not hav* it and purpos*ly mad* this v*ry difficult for m* .
Th*y k**p having th*ir r*p * mail m* and ask m* to go buy a box which i cannot do and hav* r*p*at*dly told him that z
Iv* ask*d to hav* my cas* *scalat*d but h* r*fus*s and no on* will call m* as r*qu*st*d .
T*rribl* s*rvic*

Sinc*r*ly,

***************************
Business Response
Date: 05/10/2024
HP escalations case manager is working with the customer on a resolution. The case ********** is open and customer was contacted May, 10th.
Regards, HP Inc.
Customer Answer
Date: 05/29/2024

Complaint: 21669556

I am rejecting this response because HP has not sent me a return box and I am disabled and cannot get one .
This broken printer issue has been going on for 7 months and still no help .
The rep is no help and I have no box to send the broken unit back and so until i receive a box I can do nothing and im stuck with a broken printer and no refund . Its not very nice of HP to give no accommodation for disabled persons .

Sincerely,

***************************
Business Response
Date: 05/30/2024
HP Case 5121472877- case manage confirmed with the customer on May, 29th for refund and box shipment.
Regards, HP Inc.
Customer Answer
Date: 05/31/2024

Complaint: 21669556

I am rejecting this response because:
I have asked for a box as Im disabled but never been sent one do I cannot send it back yet and Im not sure why you wont give me my refund on a broken machine ?
Please can you have a supervisor as requested before to rectify this issue and call me as Ive gotten no where for over 6 months with your rep ************ is ridiculous !!!

Sincerely,

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

Business Response
Date: 06/20/2024
HP case manager is working with the customer on a resolution. HP case ********** is in open status.
Regards, HP Inc.
Initial Complaint
Date:05/05/2024
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.
First HP ENVY 360 lap top hinges freeze in place and when i close screen the hinges break through the glass because they would not close they frooze, ****** search shows this is regular issue with hp as they use low quality hinges and it is a design flaw. Purchased second envy ************************************************************************************************************************** place and smashed screen the second $1000 computer hinges are now doing same thing 1 year use on each these are very low quality and need to be replaced see pictures. This is the quality i would expect from a no name brand off amazon how is it possible that hinges are not installed correctly and it leads to them breaking through the screen when you close computer it is known design defect and both computers need to be replaced product id new one 00342-20954-00733-AAOEM product id old one that screen is literally fully seperated whole hinge off 1G0E2UA#ABA the 0 may be a uppercase o it is hard to tell it has serial **********. Both computers work great on the computer size however it the hinges freeze in place and break on everyone I buy it makes me never buy HP again this is second time exact same thing happened. The first time i just got new one. NEVER AGAIN UNLESS PROBLEM SOLVED.The newer black computer hinge has just froozr and will now break back off as it is unable to support screen
Business Response
Date: 05/05/2024
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:05/04/2024
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.
The printer box and the title of the item offer 3 months of the instant ink service. I have purchased this printer in a fiscal store. When I try to get the subscription in their page the page don't show the ** in the states and they (HP customer service) that the service isn't available in ***********. I check online in the page stipulate that the service is available in ***********. I try to reach HP by different ways chat, telephone and WhatsApp. Wen I call office depot they said the service of instant ink isn't available is the *********** territory. Now I have to returned it. Other printer have on the box up to 6 months. this is wrong
Business Response
Date: 05/05/2024
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:05/03/2024
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Today my year old laserjet printer has stopped working. I called into HP. Was told by rep today he would send replacement but it would take until the 20th for me to receive. I explained this is a business printer and how desperately I needed the printer to work. He then keeps me on hold comes back says he will need a card number from me to send the replacement. *** asked already 5 times for a manager he refuses to allow and keep placing me on hold. At this point Im still on hold as I file this complaint. Still coming back asking for a card. Please send my money back as I will have to now go out and purchase a new printer
Business Response
Date: 05/05/2024
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:05/03/2024
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.
On March 21, 2024, I called HP to buy a laptop. I specified that I was looking for a laptop with built-in/internal CD/DVD drive & provided other specification. Sales agent took time to look for the laptop I specified. He informed me that he could find only one model (around $780) that can be adjusted to my requirements but it will cost me more money. I agreed & paid $1088.99 immediately for a laptop with built-in CD/DVD drive. I specifically asked if they accept returns and was told that they do. The laptop was delivered around April 10, 2024. As soon as I opened the box, I saw that CD/DVD drive was outside the laptop, not internal. I immediately closed the box without starting a laptop. I have tried to contact the customer service to initiate a return online but wasn't allowed to do so. I tried calling several times but was put on told for up to 30 min or transfered to the wrong department. When I finally got hold of an agent I was told that they don't have laptops with built-in CD/DVD drive. In that case, they should not have lied to me that they do and charged me extra $300 to have it built-in. I told them that I expect a full refund without restocking fee because I did not get the laptop I ordered. On April 12, 2024, I was finally able to get a return label & immediately shipped it to HP with ****** They received the item before April 18, 2024. HP agent told me that it might take them a few days to review the laptop & 1 day after that to process the refund. I have not yet received the refund. I have contacted them twice but didn't get a clear response about my return. It's a lot of money for me, which they are failing to refund. So now, I don't have an item and I don't have the money. HP agents lie to customers and use bait and switch tactics to sell the product. I want my money back in full now & an apology.
Business Response
Date: 05/05/2024
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: 05/07/2024

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.

Sincerely,

***********************
Initial Complaint
Date:05/02/2024
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 love HP. In mid April I called for help getting my HP computer open. I was totally locked out and you needed a password to get in. I ***** never had a Password for a locked computer. I have the paid service for help. I talked with 3 people. The first one was the most helpful. The third guy was questionable a non hp employee but a fraud, Then he got into my computer/without asking me. I assumessume it was a service like L:og Mein He then got into System 32 and was changing things around and my whole ********* programs then said there was nothing he could do. During the call he said I needed to give him my credit card and full social security money to upgrade my help service. He did not take the credit card HP way. My fraud protection service notified me there were three dark web hits from mid April to today. I can't help but think that the employee that asked for my full SSN had something to do with this. This where the real issue begins. My husband was trying to hook up my new HP printer to my laptop. He couldn't do it so he talked to chat and they gave him the number of a guy to call. While setting up the printer he looked at my lap top and said it was unusable and it would cost more then it was worth to fix it. It was working fine before i got locked out. I can't help but think questionable guy number three had something to do with it. I emailed to management about these issue and said if they were not taken care of I would report to the *** and the BBB. I got help from a customerive person that handles complaints. She was nice but nothing really got done. I had to spend $1400 on a new HP computer. I felt since questionable guy number three was on my computer changing System 32 data and ********* programs his work made the computer become unusable. It worked **** worked before the lock out and questionable guy number three worked on it I BELIEVE THAT i SHOULD RECEIVE CASH NOT STORE CREDIT FOR ALL OR SOME OF THE COST OF HAVING TO BUY THE NEW COMPUTER WHEN MY CURRENT HP LAPTOP WORKED FINE. ALSO FOR THE EMPLOYEE REQUSTING MY SSN AND PUTTING ME AT RISK ON THE DARK WEB.Remember a satisfied customer tells two, and a dissatisfied customer tells ten As being a market leader I would imagine you want all your customers to be satisfied!
Business Response
Date: 05/03/2024
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: 05/16/2024

Complaint: 21659711

I am rejecting this response because: I have discovered additional information about my computer failure and the person my husband talked to about my computer, This totally changes the nature of this complaint to a more positive report,
I would like to the supervisor I spoke to, Can you arrange this?

*****************************
Business Response
Date: 05/29/2024
HP Case - **********
Customer Offered $75 Coupon / customer Agreed
case manager closed the case
Regards, HP Inc.
Customer Answer
Date: 05/31/2024

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.

Sincerely,

*****************************
Initial Complaint
Date:05/02/2024
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 recently bought an HP printer from my neighbor which is 7 years old. It no longer prints, and will not detect with HP's smart app. I called HP's tech support twice, and both times, I was connected with someone overseas, who instead of attempting to resolve my issue, tells me that my printer is out of date and I should just buy a new one. This is not a resolution, and this is not any way for a company to stand behind its products. Is HP asserting to me that I should just be buying a new printer every few years because the products they make are such garbage that they won't support them for longer than that? They told me this thing has been beyond help for "over 2020 days". That means that they stopped working on them in like 2018, when it was a year old. What is this? Didn't HP used to be a reputable company? Now an F rating on the BBB and a 1/5 star rating from consumers? Oh how the mighty have fallen. Anyway, I paid $50 for this printer, and since I can't use it because HP will not allow me to do so, I feel that I should be given the $50 I spent on the printer as a result. Either that, or send me a printer that works.
Business Response
Date: 05/03/2024
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: 05/03/2024

Complaint: 21659328

I am rejecting this response because:
This has not been resolved thus far.

Sincerely,

***********************
Business Response
Date: 05/05/2024
HP case ********** is open status, case manager will follow up with the customer.
Regards, HP Inc.

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HP Incorporated is NOT a BBB Accredited Business.