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

Customer Complaints Summary

2,388 total complaints in the last 3 years.
880 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:03/19/2024
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.
Purchased a new HP Printer from Amazon on 1/20/2024. 2 Weeks after purchase printer I basically everyday had to restart it to print as it stated printer offline. Reached out to Hp Support and was giving this Case Number **********, Agent had me perform 15 minutes of steps to get back online and it wouldn't. Agent asked for remote access so they could get it back online. After 45 minutes finally was back online and able to print. Asked does this fix the issue because all we really did was uninstall and reinstall printer was told yes. Couple days later as I stated in the complaint would likely do it again in a couple days and it did. 3/14/2024 Reach back out to Hp Support and got this Case Number ********** and went thru the exact same process all over again with this agent and printed one page while with agent. One day Past and everytime i wanted to print one page i nearly had to restart printer, agent asked if i wanted to leave case open, and I stated yes want to see if it does it again in a day or two. 3/16/2024 Hp Closes Case without me stating anything to them about closing or the issue is corrected.
Business Response
Date: 03/19/2024
HP case manager has been assigned the New case 5121415178. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Customer Answer
Date: 03/28/2024

Complaint: 21453102

They contacted me about sending a new replacement, but failed to mention until a empty box came they wouldn't send replacement until old one sent back. Now 90% of business send replacement first and when you get it you send old one back. I need the ability to be able to least print daily I have a home based business and wife works from home 3 days a week. Now I cant just keep turning old one off and on to get waht I need printed but if I send it back first can't print at all until new one comes. If they can't send new one first would just prefer my refund and I'll go another brand.

Sincerely,

*************************
Business Response
Date: 04/05/2024
HP case 5121415178 is open status, the case manager is working with the customer on a replacement product.
Regards, HP Inc.
Customer Answer
Date: 04/10/2024

Complaint: 21453102

I am rejecting this response because: Replacement been installed less then 24 hours and wake up to a flashing like a christmas tree printer with error code OXB83E5D1A, At this point i would just like to get a refund of funds and send this one back. Been fighting with HP printers for a month, and been on remote takeovers and Chat for days and days

Sincerely,

*************************
Business Response
Date: 05/05/2024
HP case 5121415178 is open status. The case manager is working with the customer on a resolution.
Regards, HP Inc.
Initial Complaint
Date:03/18/2024
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.
I had to change my bank card because it was compromised therefore I called you all last week to advise of this and I made a payment using my PayPal and I stated my ink is low. I was told she was mailing out my ink. I havent received any ink in a few months now even before changing my payment. After I updated my payment successfully last week I locked my bank card per my bank after every use to avoid future compromising. Today I got an email saying the payment didnt go through, thats because my card was back locked, so I redid the payment today. Afterwards I got a message saying my billing was updated and the payment is processing attachment added below. Then I immediately got an email stating I am no longer on autopay. I called HP Instant Ink for help today 3-18-24 to simply get back on autopay, to made sure you all get paid, and to get my ink shipped. Your HP instant ink agent ***** was rude, argumentative, she wouldnt listen to me and talked over me, plus she wasnt helpful so I asked for her supervisor 3 times. She keep me on hold maybe 5 times 2 times with music playing and 3 time with music no playing because she was literally holding the telephone. Please go and listen to the call at 1:05pm for 35 minutes because she shouldnt be working at HP treating your customers like this. Finally supervisor **** got on the line and I complained to him about my previous agent ***** experience and he said nothing, no apology, no I will talk with her, nothing. He too wasnt helpful and apparently didnt listen to me to get this issue resolved. I then asked to speak to they technical team and he ignored that. Your supervisor kept repeating the same information to me which didnt help my problems. Now my ink is low and I cant run out of ink. Both of these representatives shouldnt be working there, they clearly dont know the meaning of customer service therefore I had to reconnect the call because it was making me upset. I have too many HP products to be treated this way.,
Business Response
Date: 03/19/2024
HP case manager has been assigned the New case 5121391102. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Customer Answer
Date: 03/29/2024

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:03/18/2024
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 a HP Spectre X360 Laptop 15 eb0065nr it has an integrated ***** AX 201 network adapter and it's not functional after updating a recommended update. Also my USB ports stopped working so I can't use a USB adapter. It's impossible to reach out to them for any assistance this is a $2000 computer and I can't believe it's so hard to get any help. I will never buy HP again and I recommend to all to stay away. Think twice before you buy HP they are not the same. They also just don't seem to care .
Business Response
Date: 03/18/2024
HP case manager has been assigned the New case 5121344000. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Initial Complaint
Date:03/15/2024
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.
HP Instant Ink is holding my printer hostage. It will not do any of the functions it was made to do. It just gives me an error saying "contact www.instantink.com for information. I have been on hold for an hour and a half and talked to 9 agents. They are not releasing my printer so I can use it. Their ink is NOT in my printer. It is store bought.
Business Response
Date: 03/17/2024
HP case manager has been assigned the New case 5121240136. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Initial Complaint
Date:03/14/2024
Type:Billing 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.
HP sent us an email claiming our account credit "is all used up" and payment "is past due." None of that is true. This is not the first time HP has mischaracterized our account and payment status and sent us an email with false information. In fact, it happens every 2-3 months since we bought our current printer and began our HP Instant Ink account in 2020.- As of ******* 6 we had $16.86 on account; see attached screenshot.- Since that date HP Instant Ink has correctly charged a total (including tax) of $4.27 each for ******* and February, and a total (including tax) of $5.34 for March, billed just yesterday, March 13, reflecting more than a 25% price increase for the identical monthly service; see attached screenshots.- So at this moment we have $2.98 remaining in credit in our account and HP does not get to bill us again until this same time next month, ***** 13.- And so the truth is our credit HAS NOT "all been used up" per the email, and nothing is "PAST DUE."- It is inaccurate, very upsetting, for HP to continue to tell us we have no credit left in our account and that our account is past due when that is plainly not the case. "Past due" implies late payment, which is clearly not the case, and is a serious accusation to make that *** be actionable against HP.- We are paid ahead $2.98. And before ***** 13 we will load more money in our account to pay ***** and subsequent monthly charges.Finally, and separately, HP sent us an email last week indicating it was shipping more print cartridges to us, which is part of it charging us each month on our plan. We have seen no cartridges and need to know when we will be receiving those.
Business Response
Date: 03/15/2024
HP case manager has been assigned the New case 5121213091. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Customer Answer
Date: 03/16/2024

Complaint: 21434244

I am rejecting this response because: HP has done nothing yet except reach out via email. I responded and have heard nothing back yet. We stated our expectations and we will see what HP does to respond.

Sincerely,

***********************
Business Response
Date: 03/19/2024
HP Instant ink team is working with the customer to resolve the issue.
Regards, HP Instant Ink
Customer Answer
Date: 03/20/2024

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:03/13/2024
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 contacted the support department to cancel an ink cartridge subscription online. I no longer wanted the subscription and the subscription was canceled but I continue to have alerts on my printer that interferes with my ability to use my printer remotely. I was told it would cost a dollar to chat with a live agent to resolve my issues. Instead of a one dollar charge HP charged my account $55.00 without my authorization. I would like this money credited to my account immediately.
Business Response
Date: 03/14/2024
HP Instant Ink case manager has been assigned the New case 5121154215. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Initial Complaint
Date:03/13/2024
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 Christmas I ordered a printer 8025E from HP I did not open it and set it up until February 1 when my computer room was ready I also registered it that day for the warranty and I also registered to start receiving the ink by mail Right away I noticed the fax did not work the feeder to the fax did not work so I called technical support. They told me to mail it back and they would mail me a brand new one so I took the printer back to ***** by Uber. I waited weeks to get the replacement, leaving me without a way to print or fax for a small business and for school work I waited weeks on the new printer when I received the new printer it was not new it was used and it was also missing the cord that you need to plug it into the wall. I Contacted HP and told them that was not acceptable. Why would you mail me a used printer when I sent you back a brand new one HP at that time told me they were going to listen to the recorded phone conversation and if I was offered a brand new one, they would call me back the lady called me today and offered me a gift card to go and buy a new printer. I told her that was fine then she contacted me by email saying she needed the receipt for the printer because they did not see the printer in their system. I sent her a copy by email of the order summary of where I ordered the printer and I also told her the printer was delivered from y'all, so how do you not see it in the system and if you needed the receipt to help me why did you have me mail back the original printer without asking for the receipt now that I don't want to accept the old used printer with no electrical cord to plug it in the wall. She is refusing to respond back now or help . I added a picture where on February 1 was the first time me using the printer I mailed the printer back two weeks later they didn't mail me a used printer back until about four days ago and it came with no cord I have no way to plug it into the wall. They not even concerned about that. The lady has stopped responding to me.
Business Response
Date: 03/14/2024
HP Case manager is working on a resolution with the customer. Case ********** is open status.
Regards, HP Inc.
Initial Complaint
Date:03/13/2024
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.
March 2024 I Cancelled My HP Instant Ink Account. Today My Printer is NOT Working and I have a Message on My Printer that reads: "The indicated cartridge's cannot be used until printer is enrolled in HP Instant Ink". I Have Ink Cartridges I PAID for and I was told by *********, ******************** and ***** in the ************** "You can't use those Cartridges". I Already PAID for them I Say. You Can BUY New Cartridge's and Your Printer Will Work. What? You are Holding My Printer Hostage unless I Enroll in an Instant Ink Program or Buy New Cartridge's??? You are Holding My Printer that I PAID for and the Cartridge's I ALREADY Paid for Hostage. This has got to be Illegal?
Business Response
Date: 03/14/2024
HP Case manager has been assigned the New case 5121153994. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Initial Complaint
Date:03/13/2024
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.
February 2, 2024 HP 4100 series printer - less than 1 year old and only used for home printing ***** 3 pages/week) stopped working after I replaced the printer cartridges that came with the printer with new printer cartridges. I spent several days trying to get through to HP customer service department but could not bypass their virtual chat bot which kept stating that my warranty expired in November 23, when my receipt clearly shows otherwise. I have provided proof of how the printer prints now, proof of purchase of printer and very expensive HP ink that is now worthless to me, and proof of serial number.I have read thousands of reviews of the pathetic customer service and the even more pathetic quality of HP's products. I simply want a refund for the purchase of the printer (that was a piece of garbage) and the 3 pack of ink that I purchased trying to make the printer work. How sad that the printer will not work beyond the use of the starter ink that comes with the purchase. This printer never printed more than 100 pages before it stopped working. Then HP has deliberately designed their customer service department to PREVENT anyone from getting through to get assistance. or to honor warranties. I pray that more class action lawsuits are brought against HP for their pathetic quality and deliberate failure to honor warranties.The printer cost $119 and the three pack of ink cost $59
Business Response
Date: 03/13/2024
HP Case manager has been assigned the New case 5121106942. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Customer Answer
Date: 03/14/2024

Complaint: 21426527

I am rejecting this response because:

HP did not address the issue at all
They offered me $10 or after spending several more hours on the phone with tecnical support again (I have already invested hours of my time following all of their tech support guidance)they may replace the printer.
They acknowledge that the printer did not meet their standards but refuse to do anything about it unless one believes $10 is fair compensation for a $179 defective printer and ink and over 5 hours of my time invested in tech support steps and escalation of this matter.
HP is merely paying lip service to quash a complaint to BBB to make it appear as if they have handled the matter of defective equipment and failure to honor their warranty.
They have NOT refunded my money for the defective printer nor have they provided a service facility or an offer to send a box for return of the printer to HP to repair /replace the printer.

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

Sincerely,

*************************
Business Response
Date: 03/19/2024
HP case 5121106942 is open status. The case manager is working with the customer on a resolution.
Regards, HP Inc.
Customer Answer
Date: 03/19/2024

Complaint: 21426527

I am rejecting this response because: HP states they did not receive the copy of the receipt (which is clearly attached along with 3 other documents)
You can see in this message portal that the receipt is clearly attached along with the 3 other documents. It is HP's attempt to just make this complaint go away by continuing to ask for documents that have clearly already been provided to them, instead of ACTUALLY making an attempt to resolve the issue.

Sincerely,

*************************
Business Response
Date: 03/20/2024
HP Case 5121106942 is open status. The case manager will follow up with the customer.
Regards, HP Inc.
Customer Answer
Date: 03/20/2024

Complaint: 21426527

I am rejecting this response because:
I am still waiting on them to follow up!

Sincerely,

*************************
Business Response
Date: 03/27/2024
HP case 5121106942 is open status, case manager followed up with the customer ******** and will contact the customer to confirm Smartfriend resolution.
Regards, HP Inc.
Customer Answer
Date: 04/18/2024

Complaint: 21426527

I am rejecting this response because:
They have now refused to do anything to repair or replace the printer since it is now out of warranty. Of course it was still under warranty when we started the process .
Their warranty is worthless when they refuse to honor it. Their products are worth even less the their warranty, sadly.

Sincerely,

*************************
Business Response
Date: 05/05/2024
HP case 5121106942
CUSTOMER HAS EMAILED US BACK STATING SHE DOES NOT WANT TO BE CONTACTED UNLESS WE 'HONOR THE WARRANTY'. AS WE HAVE DELIVERED THE ONLY RESOURCE WE CAN, WE WILL TAKE THIS TO MEAN THAT THE CUSTOMER DOES NOT WISH TO BE CONTACTED AND WILL CLOSE THIS CPL *************************** HP Inc.
Initial Complaint
Date:03/11/2024
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.
Dear Better Business Bureau,I am writing to file a formal complaint against HP regarding their handling of a recent issue I encountered with one of their products and their subsequent poor customer service.In Feb. 2021, I purchased an HP ************ Ryzen 7 4700U-108p laptop from HP, with the expectation of receiving a reliable and high-quality product. However, shortly after the purchase, I discovered a crack near the hinge of the laptop, significantly impacting its functionality. It's important to note that the laptop has not been mishandled or subjected to any form of accidental damage.Upon contacting HP's customer service to address this issue, I was met with an inadequate response. Despite providing evidence that the defect was not due to mishandling and expressing my disappointment with the product's quality, HP refused to take responsibility. They cited that the laptop was out of warranty and claimed they could not offer any assistance.This response is wholly unacceptable. It demonstrates a lack of accountability on HP's part and a disregard for customer satisfaction. As a consumer, I have the right to expect products that meet reasonable standards of quality and durability, regardless of warranty status.I believe that HP's actions constitute a violation of fair business practices. They have failed to stand behind their product and provide adequate support to address a clear manufacturing defect. This not only reflects poorly on HP's reputation but also undermines consumer trust in their ******* am seeking your assistance in resolving this matter. I request that HP be held accountable for their actions and that appropriate measures be taken to rectify the situation. This may include providing a replacement unit, repair service, or compensation for the defective product.Upon research, this is a problem that seems to be happening to many without being solved.
Business Response
Date: 03/12/2024
HP case manager has been assigned the New case 5121014989. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Customer Answer
Date: 03/17/2024

Complaint: 21417723

I am rejecting this response because:
I am writing to formally reject Hewlett-Packard's (HP) offer of a discount to fix my computer. Despite their proposal, I firmly believe that a laptop should not encounter physical failures after just three years of use. It is evident to me that this issue is not an isolated incident but rather indicative of structural flaws within HP's products.
After conducting extensive research on the internet, I discovered that numerous HP owners have experienced similar hardware issues with their laptops. In fact, the frequency of these occurrences has been significant enough to prompt the filing of a class-action lawsuit against HP.
Given this widespread problem and the associated inconveniences and expenses incurred by consumers like myself, I find HP's offer of a discounted repair to be insufficient and unacceptable. I firmly believe that HP should take responsibility for the structural integrity of their products and provide a more comprehensive solution to address these issues.
Therefore, I respectfully request that HP reconsiders their approach to addressing this matter and takes appropriate steps to rectify the underlying problems with their laptops. As a valued customer, I trust that HP will prioritize the satisfaction and well-being of their clientele by addressing these concerns in a timely and satisfactory manner.
Thank you for your attention to this matter.

Sincerely,

*************************
Business Response
Date: 03/19/2024
HP Case - 5121014989
Case manager contacted the customer- customer refused offer for discounted repair since unit is Out of Warranty.
Regards, HP Inc.
Customer Answer
Date: 03/19/2024

Complaint: 21417723

I am rejecting this response because:
Subject: Rejection of Offer for Discounted Repair - Defective Hinge Issue

I hope this message finds you well. I am writing to formally reject an offer for a discounted repair on my three-year-old computer, which has experienced a broken hinge due to what I believe to be poor craftsmanship.

The computer in question is an HP laptop, and it falls within the range of devices identified in a class action lawsuit currently underway against HP. This lawsuit, initiated by several law firms on behalf of numerous HP customers, alleges that various versions of HP laptops, including the Envy, Envy 360, Pavilion, Pavilion 360, HP 14, HP 15, and HP 17, sold in or after 2017, suffer from defective hinges that break off from the bases of the devices upon opening. It is asserted that this defect stems from HP's utilization of poorly designed parts constructed from weak plastic.

Given the ongoing legal proceedings and the widespread nature of this issue affecting numerous HP customers, I do not find it acceptable to accept a discounted repair offer for what appears to be a systemic flaw in the product's design and construction.

Therefore, I kindly request that the Better Business Bureau not pursue this offer on my behalf and instead support efforts to hold HP accountable for rectifying this matter comprehensively. This includes addressing concerns raised in the class action lawsuit, from allegations of unjust enrichment to potential violations of statutes enforced in *******.

Thank you for your attention to this matter. I trust that the Better Business Bureau will continue to advocate for consumer rights and uphold standards of quality and accountability within the industry

Sincerely,

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

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HP Incorporated is NOT a BBB Accredited Business.