Complaints

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

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  HP Incorporated

  1501 Page Mill Rd MS 1247 Palo Alto, CA 94301-1112

• 

  HP Incorporated

  PO Box 10501 Palo Alto, CA 94304

• 

  HP

  PO Box 5138 Lutherville Timonium, MD 21094-5138

• 

  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: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 have been using HP instant ink for a wile and trying to save some money I had canceled my subscription the 2nd of April. They ended up charging me $63 April 27th. I called and told them that I had cancelled weeks ago they said it didnt show on there end that it was canceled but I did cancel it. They said sorry nothing we can do all I wanted was my refund because I got charged for something I canceled. They said they dont do refund and nothing they can do about it. They said even if there computers didnt read my cancellation right it wasnt there fault and I wont be getting my money back. Can you please help me I just feel like this is wrong of them to not help a costumer out with there computers mistake.

  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.

• Initial Complaint

  Date:05/02/2024

  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 cancelled my subscription on my HP Dashboard site, and it says that I am not enrolled under the impression that my subscription is cancelled. I was billed on May 1st for my instant ink and have now been told that the account is different. There is no language on the dashboard that says you have to log in to another account to cancel this subscription. HP will not refund my money as it shows on the other link that I am enrolled and have not cancelled even though on my account dashboard it says not enrolled. Now I am being told that any ink I have cannot be used because I will be billed even more for cancelling my membership through them. So they are not very clear about the scam they are running here with this. I have ink I won't be allowed to use a printer that I can't use. But I'm also being told that the ink that came with the printer I won't be able to use up and I have to go buy new stuff in order to print. This is an absolute scam and racket to get people sucked in and not communicated very well. It leaves me without a printer and now I have to go buy ink in order to use it for work now seeing I will get billed more for using the ink that was purchased with the printer. I want a refund for the $5.40 I was billed for and then I want to be able to replace the almost full ink cartridges that I'm not allowed to use anymore for canceling the subscription because I will never be able to It looks like a combo pack of ink runs about $35

  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.

• Initial Complaint

  Date:05/02/2024

  Type:Customer Service 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 had a contract with HP about ink printing more than 10 years ago, always pay no more than $20.00 last month they charged me $182.00 with no details, of this charge, when I made a phone call to HP customer services from ******* refund me only $82.00 and they said to me that the rest of the amount that they charge I have to pay it, that is about $100.00 I explain to the customer services that my HP printer model 9015 was broke and that was the reason I bought a new one to Amazon, that I don't want anymore the ink services, so I cancel it, but until this date, they do not send me to my bank account the rest of the charge that they do it, that means $100.00 my account with them was ********************* my name is ***************************** and my phone number is ************ you can verify everything I write that is true I don't print the amount of ***** pages that HP refers and they charge me $182.00 and they only refund me $82.00 I a medical retired I live in ********,

  Business Response

  Date: 05/02/2024

  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:05/01/2024

  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 paid $211.99 for a HyperX Cloud Alpha Wireless headset at *******. Im having audio issue now I cant hear anything. I already went through the troubleshooting and nothing has worked. I contacted HyperX which is owned by HP through chat and they was no help: I offered to show pictures as well as proof of purchase to get an advanced replacement but I was told I have to send it in first because they dont do replacements like that. So they expect me to sit here and not be able to take for a couple weeks and that isnt happening. Heres what I want done.I want them to send me a replacement for the headset mentioned above as well as a return label to mail the messed up one back in because Im not doing without sound for couple weeks. My shipping info is down below ***************************** ******************************************************************************* If they need my number for shipping reasons it is ************ and they may need to put a 1 in front of the 606. I also want a tracking number as well.

  Business Response

  Date: 05/02/2024

  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: 05/02/2024

   
  Complaint: 21654229
  
  I am rejecting this response until a replacement is sent to me. 
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/29/2024

  Case Manager provided $250.00 TC2508P49OQ1 coupon to use at our HP Sales hp.com. Customer claimed not valid as he did not have enough money to finish the order. Case Manager made multiple calls and emails requesting Customer to send screen shots of coupon error, total dollar amount order and website. Customer refused, stating he will just go with ****** Steel Series peripherals and requested no further communication. Reference case **********.

  Regards, HP Inc. 

  
  

• Initial Complaint

  Date:05/01/2024

  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 purchased an HP Printer to be able to print in the rare event I needed it. I paid for the HP Instant Ink for the assurance of having Ink always available.I am deploying tomorrow and tried to send a gift for my Grandmother's birthday. The printer failed to print. I contacted customer service and they were unable to assist. I am requesting a refund for the printer and all subscription payments paid due to the inability to function as advertised. The printer does not function without a subscription; therefore, it needs to be refunded along with the subscription.

  Business Response

  Date: 06/13/2024

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

  Best Regards, HP Inc.
  

  
  

• Initial Complaint

  Date:05/01/2024

  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.

  Signed up for HP Instant Ink service after we bought an HP printer. I have been charged several times and have received one shipment of ink. They are charging me extra for printing more pages ON MY OWN PAPER. I have read on Reddit that many people are having this experience. If you cancel the service, the cartridges you have already paid for will no longer work. This has been going on for years, it appears. I can't believe no one has stopped this company from doing this. It is almost impossible to get through to an actual person when you call customer service.

  Business Response

  Date: 05/01/2024

  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: 05/02/2024

   
  Complaint: 21650969
  
  I am rejecting this response because:
  I do not trust this company to contact me in 1-2 days, therefore I dont want to close my complaint just yet. 
  Sincerely,
  
  *************************

  Business Response

  Date: 08/19/2024

  Ref: **********. Customer **** did not fully understand the subscription she signed up for. During the sign-up process, all details regarding the Instant Ink subscription and its functionality were clearly communicated. It was emphasized that the subscription is based on the number of pages printed each month, and ink cartridges will only be shipped when she is running low. The customer is paying for the page subscription, not the ink cartridges, as explained during the sign-up process and available on the ** website. An ** agent reached out to **** to clarify how the subscription works and asked if she wanted to cancel. However, the customer did not confirm her ********************** Ink account ID, so the case was closed due to a lack of further contact from the customer.

  
  

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 21650969
  
  I am rejecting this response because: it is not true that the ** Instant subscription is fully explained. In fact, I think it is deliberately confusing. If you look at the number of complaints and also look it up on Internet forums, you will see that many people have complained about this issue. So, its not just me. ** needs to review their language regarding Instant Ink and make changes so that people really know what theyre signing up for. They have NOT done that. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/26/2024

  HP is sorry you disagree. HP reached out to **** to clarify how the subscription works, Ref: **********. If you and ********************* want to cancel your subscription HP ENVY 6458e All-in-One Printer TH21SD90HN Enrollment 04/28/2023 please contact HP.

  Regards, HP INC. 

  Customer Answer

  Date: 08/29/2024

   
  Complaint: 21650969
  
  I am rejecting this response. HP is facing multiple lawsuits about the Instant Ink subscription. This would not be happening if the language they use regarding it were clear. The only way I found out how it REALLY works is by going through this process with BBB. I still have a subscription because Im figuring out if its worth it now that I understand it.  During the time I didnt understand it due to HPs DELIBERATELY MISLEADING language, I paid them a lot of money. I am not asking HP for a refund any longer. I just want them to change their ways so they can stop making people so frustrated and angry and wanting to sue. 

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

  Business Response

  Date: 09/06/2024

  HP is sorry you disagree. If you and ********************* want to cancel your subscription HP ENVY 6458e All-in-One Printer TH21SD90HN Enrollment 04/28/2023 please contact HP ***************.

  Regards, HP INC. 

• Initial Complaint

  Date:05/01/2024

  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.

  H346862410 The computer was a gift to my son.Since getting the computer after months wait the computer never worked properly. This has been a vicious circle of them trying to fix the computer than replacing it. I have had correspondence through ******* my son has called now they waited all this time to say it is out of warranty when the computer should have been replaced right away when it was left out in the elements when it was delivered. This is very sad that no one has responded to our complaints about the model accordingly. The computer still doesnt work and we want our money back or another computer.

  Business Response

  Date: 05/01/2024

  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:05/01/2024

  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.

  may of 2021, bought a new hp 8025 printer, which shortly after stopped working. since it was still covered under warranty, i was told to ship back (at my own expense) and id get a replacement of the same. when i received the replacement, it ended up being a different model that had already been discontinued that i could not use since it required an hp+ account along with Internet,etc. when i contacted hp and explained that i just wanted the original model and that they had sent me a discontinued printer, they simply told me "this new model is better" and refused to assist any further. i still have no currently working printer and basically paid 250$ for a paperweight.

  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.

• Initial Complaint

  Date:04/30/2024

  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 bought a brand new printer on February 28. It has not worked a single time as it is suppose to. Everytime I try to print I have to call a customer service number and give them full access to my laptop to fix the issue. Everytime they say they fix it and they close the case and nothing gets resolved . Im suppose to be talking with there escalation department now and when I call the extension , I get an automated recording saying no one is available and they hang up. The regular tech support number says they have no direct phone number to the escalation department , how is this even possible . I sent multiple emails to Rose , the person suppose to be helping this issue . Ive had 5 different case numbers in the last 4 weeks. The printer never functions and has major issues that they can not fix . And now I cant get ahold of anyone in this company who can transfer me to the right department. In the last 2 weeks , *** spent more than 4 hours on the phone with no issues being resolved. This issues has caused me to miss important deadlines and now everytime I need to print something I have to drive to the library . The first time I called the tech support member told me that the printer is garbage and doesnt work and I should pay them $8 a month for a new one . This has been an extremely disappointing experience. Is anyone in this company willing to help there customers ?

  Business Response

  Date: 05/01/2024

  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: 05/01/2024

   
  Complaint: 21645865
  
  I am rejecting this response because:  this is the 6th case number Ive had in a month. The case managers dont communicate and are impossible to get ahold of . This was one of the reasons  of the complaint 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 05/05/2024

  HP case ********** is open status. The case manager is working on other options for the customer.

  Regards, HP Inc,

• Initial Complaint

  Date:04/29/2024

  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.

  My Printer repeatedly will not print when I need it to. I have uninstalled and reinstalled it numerous times. I have reset the connection with wifi. I have installed/uninstalled the HPsmart app on my phone and computers.. When attempting to access HP Support online, every link I use is : HTTP Status ******************* similar message. I have wasted SO MANY hours with trying to get the printer to work. I just want to replace it. Ideally - give me a refund so that I am not out this additional money. If it is possible for me to contact a human to assist me - and they were able to permanently resolve the issue, that would work - but at this point - that seems to be impossible as well. in the past, I was ocassionally able to reach someone. Now, I cant even do that.

  Business Response

  Date: 06/13/2024

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

  Best Regards, HP Inc.