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

2,388 total complaints in the last 3 years.
886 complaints closed in the last 12 months.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:03/10/2024
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.
We bought an HP Smart Printer in 2021 and in setting it up, it somehow enrolled us into their bogus "subscription" where they "send" you ink when your printer is low on ink. We did not consent to this "service" and we just found out we have been getting charged around $7 each month since 2021. We have NEVER received any ink this entire time either. This seems like a very unethical business practice from HP Smart to do this. We have actually experienced this exact problem with this company in the past and after reviewing our bank statements we have noticed how we have somehow been re enrolled into this SCAM. When you call their customer service they etiquette is very poor, rude, and unhelpful. We have received no notice or correspondence from this company providing this "service". "********" their customer rep we spoke with was the worst and she did not addressed our concerns and taunted us over the phone. We are sure she did not even provide her actual name so we could not report her. Laws need to be passed for practices like these, the consumer needs protected from unethical companies that will just carry on charging for subscriptions and be mandated to provide a form of communication on a monthly basis. Consumers should have the opportunity to have to opt back in for a subscription based service at least once a year. For a company like HP this is very disappointing and VERY UNETHICAL.
Business Response
Date: 03/11/2024
HP case manager has been assigned the New case 5120941028. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Initial Complaint
Date:03/09/2024
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 bought a HP envy tablet in 2021 and bought extended warranty / risk free HP care pack by paying said amount (receipt attached). The deal was if the care pack is not used, HP will refund/rebate the entire amount after the warranty expires (which did in early Jan 2024).The process outlined was fill a form and send it to their email address listed on the form (form attached). Here is the issue: there has been no contact from HP even though I sent the form on Feb 3 2024 to that email address. I have tried to get HP support through ******** to address this - unsuccessfully (chat attached). All they did was direct me the sales team. I called the sales team and they said they don't deal with care pack rebates. Basically HP is giving me the run around.So I looked online - turns out this has been the same experience for 10s of other customers. HP is doing false advertising (the care pack rebate is still offered on their site) hoping that people either forget to submit the forms within the allotted time frame after warranty expiration and that they can ignore the people who do submit the form as instructed. The fraud likely amounts to millions of dollars of customer money if this is their MO.Shady business practices, unexpected from this business. Attached are screenshots of consumer complaints from HP forum.
Business Response
Date: 03/10/2024
HP Rebate team has been sent the customers complaint. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Customer Answer
Date: 03/13/2024

Complaint: 21410277

I am rejecting this response because:
It has been more than 3 business days and no contact has been made by HP regarding the complaint.
A non response is not an acceptable response.

Sincerely,

*****************************
Business Response
Date: 03/19/2024
HP rebate team is looking into the rebate and validating the order. The team will reach out to the customer.
Regards, HP Inc.
Initial Complaint
Date:03/09/2024
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 have been dealing with this issue for over 3 months 4 different case managers with no resovltion concastantly getting the run around from HP. here are the following case numbers, ********** and **********. i'm tired of calling every other day. ** refuses do help always getting the run around every phone call from them.
Business Response
Date: 03/10/2024
HP case 5114656324 is open status. The case manager is working with the customer on a resolution.
Regards, HP Inc.
Customer Answer
Date: 03/11/2024

Complaint: 21409536

I am rejecting this response because:
Thru have always said that 2 case mangers returned an email and then they left the company. Now another case Manger has stopped in and has double nothing at all. Dosent return emails or give me a call constantly tell oflh they working on it enough is enough
Sincerely,

*************************
Business Response
Date: 03/18/2024
HP case 5114656324 is open. The case manager is working on a replacement order for the customer. The case manager will follow up with the customer.
Regards, HP Inc.
Customer Answer
Date: 03/18/2024

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:03/08/2024
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.
The business is lying to consumers about the capabilities of their products and services while knowing they are not actively available to an extended period of time.
Business Response
Date: 03/10/2024
HP case 5120730559 is open. The customer was contacted by the case manager. They are working on a resolution.
Regards, HP Inc.
Customer Answer
Date: 03/19/2024

Complaint: 21405915

I am rejecting this response because:
HP has no resolution or explanation as to why the software is not working. They additionally send me to different members and different departments that all offer no resolution. I have opened a complaint with them from the day I received the product and still no resolution. Each department is telling me something different and pointing fingers in different directions. They do not return phone calls, or honor commitments when made.

Sincerely,

***********************
Business Response
Date: 03/20/2024
HP Case 5120730559 is open status. The case manager is looking into other options due to SW issues. The case manager will follow up with the customer.
Regards, HP Inc.
Initial Complaint
Date:03/08/2024
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 had been using HP Instant Ink since late 2018. I enrolled a plan for $2.99 a month. No tax. I switched to a plan for $.99 a month, 10 pages. Then in late 2022 my printer broke. I rarely used the service, but after my printer ceased working I contacted HP to cancel the account. Rather than doing so, HP Instant ink changed my plan and increased my cost to $3.99 a month, with tax, which came to $4.25 monthly. Then it increased to $4.99! Needless to say, I was not aware of the plan change, nor was I informed of the cost increases. In fact, I have multiple emails from HP Instant Ink stating my printer was offline which further proves the broken state of my printer. I repeatedly contacted HP to complain and to close my account. As nothing was done regarding my request, I sent a final email on 11/26/2023 stating:"Good evening. I am beyond upset. I haven't used your service for well over one year. HP increased my monthly cost without telling me. I attempted to cancel my account months ago, and did so with a chat service which rarely works. No chat, no phone (after hours), no email. Only a bot. And I am still being billed.I want this account CANCELLED and I want a refund for at least one year.Please advise this will be done. Next step is the BBB, as I will file a complaint.Thank you.***********************"I finally spoke with someone to confirm the closure of my account, and to request a refund as of 11/2022, and confirming no printing occurred and no ink was requested. The representative stated he would escalate my request. A short time after, I received an email advising I would receive a refund covering the past 3 months only. These refunds took place on February 22, 2024. Nothing was mentioned about my request, or any determination from the escalation. To add insult to injury, HP Instant Ink billed me yet again,$4.25, on February 24, 2024, and took my money from an auto payment that was set up. When I reviewed my account on the ********************** site, it shows my account cancelation is "in Progress". I feel this service is fraudulently misleading their customers and ignoring requests in an effort to collect payments.
Business Response
Date: 03/10/2024
HP case 5120903334 has been assigned to a case manager. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Initial Complaint
Date:03/08/2024
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.
I contacted HP in 2023 due to my laptop falling apart on the back and the keys sticking. The grip line The laptop has no physical damage. I spoke to a supervisor who informed me this was a known issue with the laptop and informed me to send in. I informed them i was currently in school and could not go without my laptop and asked if there was a center I could take it too. The individual instead extended the warranty and informed me once school was over to contact HP and theyll send a box for me to send the laptop in. Consumer ********************** Case # ********** I have been out of school since Jan and has been trying to get the box to send it in. I keep getting foreigners with language barriers and they keep giving me the run around instead of sending the box or directing me to a service center. The individuals I spoke to today ******** and **** just kept talking in circles and acted as if they had to escalate it again because someone extended the warranty last year. I am getting ready to start school again and I am about to be stuck with a computer thats giving me issues which I have informed HP about during my 1 year warranty. At this point I would like to receive a replacement for the laptop thats has giving me so many issues.
Business Response
Date: 03/10/2024
HP Case 5120854517 is open. The customer will be contacted by the case manager within 1-2 business days.
Regards, HP Inc.
Customer Answer
Date: 03/12/2024

Complaint: 21404830

I am rejecting this response because: it has been 1-2 business days and no one has contacted me as promised.

Sincerely,

*******************
Business Response
Date: 03/19/2024
HP case manager contacted the customer - Case **********
*********** repair order still pending.

Offer Made: Repair
Notes:

Customer again insisting of getting the replacement.
Re-educate again why we are requesting the unit being needed to repair first.
Case manager will contact the customer.
Regards, HP Inc.
Initial Complaint
Date:03/08/2024
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 have been trying to get through the computer system to receive my refund for purchasing the ******************** Warranty and Technical Support.Under the clause of purchasing said support, if I did not need any repairs completed I would get half of my funds back.I cannot get ahold of anyone helpful via telephone nor get through the automated system to figure out how to receive the refund. Seems to be a scam of a deal.
Business Response
Date: 03/08/2024
HP has reviewed the customer's complaint, we have assigned the case to our Global rebate team. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Customer Answer
Date: 03/13/2024

Complaint: 21403229

I am rejecting this response because: I have not been contacted via e-mail nor phone from this company.

Sincerely,

*********************
Business Response
Date: 03/19/2024
HP Global rebate team is validating the customer's rebate inquiry. The customer will be contacted by the team.
Regards, HP Inc.
Customer Answer
Date: 03/20/2024

Complaint: 21403229

I am rejecting this response because: it is a valid purchase that I paid for the service. I don't appreciate the vague message as I have received the same type of messaging for the ** website. How will I be contacted via phone or e-mail? When will I be contacted, immediately or not at all? Please do better to help the issue at hand.

Sincerely,

*********************
Business Response
Date: 03/20/2024
HP Global rebate team is working on the rebate orders, they are working on some backlog. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Initial Complaint
Date:03/07/2024
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.
I own seven (7) HP laptops (to include older models). I believe that I currently have two HP Carepacks that have never been used and were transferred over from a previously returned laptop that still had years on Care Pack. Secondly, I requested numerous times from HP to "fix" my Case Number ********** which was formally Closed on ********, pertaining to a ProBook in which my numerous requests for assistance went ignored. HP claims that they do not follow any e-mails regarding requests for assistance. As a result, our requests for requests for Warranty of Merchantability, go unchecked to the consumer's extreme detriment. HP should be mandated to comply with various warranties, which they subterfuge by not reading their e-mails and by not informing their customers of such practices of putting them in a black hole, while their warranty time gets thrown to the waste side, as was done with my requests for assistance during the warranty time. This practice needs to be stopped.
Business Response
Date: 03/08/2024
HP case manager has been assigned the New case - 5120840604. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Initial Complaint
Date:03/07/2024
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 trust this message finds you well. I am reaching out to express my disappointment regarding my recent subscription of an HP printer cartridge.Upon receiving my order for March of 2023, I discovered that I had only been sent one ink cartridge instead of the anticipated quantity. This oversight has caused inconvenience and frustration as I depend on having an ample supply of cartridges for my printing requirements.I kindly request that you address this issue by promptly providing a refund of $181.87 for the undelivered items. Furthermore, I urge you to assess your packaging and quality control procedures to prevent similar occurrences in the future. As a longstanding customer, I find it disheartening to encounter such discrepancies.Additionally, I have encountered challenges with HP's technical support team. Despite my loyalty, I was informed that my printer was out of warranty and could not be replaced. Instead, I was offered a higher-priced printer with an exorbitant shipping fee of $95. Such practices leave me questioning the integrity of HP's service.I appreciate your prompt attention to this matter and am hopeful for a swift resolution.Sincerely,***********************************
Business Response
Date: 03/08/2024
HP Instant ink case manager has been assigned the case 5120582810. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Initial Complaint
Date:03/06/2024
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 bought an HP computer less than a month ago. I noticed the legs looked cheap, but I thought this company is usually reliable and decided to trust that it was fine. I have it hooked up to my additional monitor for work. Now this monitor has a base. The desk they were on got bumped lightly and the computer fell over. My monitor with a base stood strong. This product design is flawed. It does not properly support with two metal legs. I just wanted it replaced. It is new. They offered to repair it for basically what I paid for it. I'm not rich and barely had the money to buy the original computer. I couldn't pay for the repair if I wanted. HP needs to fix their design or replace the computers. Stop taking money from customers for flawed products. Help the people that support your company.
Business Response
Date: 03/07/2024
HP case manager has been assigned the New case 5120777779. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Customer Answer
Date: 03/13/2024

Complaint: 21397114

I am rejecting this response because: your response is to offer a discount on repair. You do not recognize that your product may be the issue. It's a new computer I just paid for. I cannot pay more money to fix your defect.

Sincerely,

***************************
Business Response
Date: 03/19/2024
HP Case - 5120788429
Offer Made: broken screen
Notes:
Customer said she had a computer on desk , the computer accidentally fell over and hit the corner of the desk and shattered the screen., cx was blaming the computer as it was not sturdy., repair was the same amount as a brand new computer
cx said she spent the last of her money to buy that computer and couldn't buy another one
cx said even if it was replaced with the same model, the design was not sturdy and it will just wobble and fall again
offered 40% repair discount- customer declined.
Regards, HP Inc.
Customer Answer
Date: 03/19/2024

Complaint: 21397114

I am rejecting this response because:
Company did NOT offer a replacement! They offered a $200 repair!! I didn't make a faulty computer
Sincerely,

***************************
Business Response
Date: 03/20/2024
HP Case 5120788429
Notes:
cx said she had a computer on desk , the computer accidentally fell over and hit the corner of the desk and shattered the screen., cx was blaming the computer as it was not sturdy., repair was the same amount as a brand new computer
cx said she spent the last of her money to buy that computer and couldn't buy another one
cx said even if it was replaced with the same model, the design was not sturdy and it will just wobble and fall again
offered 40% repair discount- customer declined
Regards, HP Inc.
Customer Answer
Date: 03/20/2024

Complaint: 21397114

I am rejecting this response because: replace it if you claim you will. I was not offered a replacement.

Sincerely,

***************************
Business Response
Date: 03/27/2024
HP Case - 5120788429

Offer Made: broken screen
Notes:
Customer said she had a computer on desk , the computer accidentally fell over and hit the corner of the desk and shattered the screen., cx was blaming the computer as it was not sturdy., repair was the same amount as a brand new computer
cx said she spent the last of her money to buy that computer and couldn't buy another one
cx said even if it was replaced with the same model, the design was not sturdy and it will just wobble and fall again
offered 40% repair discount- customer declined.

Regards, HP Inc.

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HP Incorporated is NOT a BBB Accredited Business.