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:03/04/2024
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.
My HP OfficeJet 8015e All-in-One printer broke on Febraury 2, 2024. I called the "Help" line, the technician was unable to repair it remotely. I was told to mail the defective printer and I would receive a new printer. HP received the defective printer on Febraury 14, 2024. I received a refurbished printer without a cord, which I returned on through *** on March 2, 2024. I spoke with **** and was told he would expedite the deliver of my new printer and I would receive it on Wednesday, February 28, 2024. After not receiving the printer, I spoke with several individuals in the "call Center" regarding my printer with no results. On February 29, 2024, I spoke with *****, who said he was a Supervisor, he promised that ****, the person who promised I would receive my printer on the 28th would contact me within 24 to 48 hours. In this moment, five days later I have not heard from ****. It's been more than 30 days without my printer which is an important part of my work. I hope you can assist in getting them to send me a new printer and also to extend my warranty and additional month due to my inconvenience. Thank you for you kind consideration of this matter.
Business Response
Date: 03/05/2024
HP case manager has been assigned the case 5119969284. The case manager is working with the customer on a resolution.
Regards, HP Inc.
Customer Answer
Date: 03/05/2024

Complaint: 21382983

I am rejecting this response because: The last contact I had with anyone was February 28, 2024. I was told a case manager would call within 24 t0 48 hours, here we are six days (6) later and I haven't heard from anyone yet.

Sincerely,

*********************
Business Response
Date: 03/10/2024
HP case 5119969284. The customer was contacted Mar. 5th and the case manager is working on a replacement product for the customer.
Regards, HP Inc.
Customer Answer
Date: 03/19/2024

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:03/03/2024
Type:Sales and Advertising 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.
Sad that I have to file a BBB complaint to get any tech support. Ive been trying for hours to reach some tech support. Im being charged for HP+ when I cant even use my printer, which has had a false paper jam message for weeks. *** left it unplugged, removed the paper, and did all the troubleshooting to no avail.
Business Response
Date: 03/04/2024
HP Case manager has been assigned the New case 5120562409. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Customer Answer
Date: 03/06/2024

Complaint: 21380048

I am rejecting this response because:
No one has reached out.

Sincerely,

Sordum Ndam
Business Response
Date: 03/10/2024
HP case 5120562409 is open. The customer was contacted by a case manager and they are looking into support options available.
Regards, HP Inc.
Initial Complaint
Date:03/03/2024
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.
I am writing to inform you that I am holding HP Smart accountable for contract fraud perpetrated in our recent agreement. It has come to my attention that certain terms and conditions outlined in the contract were misrepresented, leading to financial and operational damages on my part.The contract entered into between myself and HP Smart on was premised on clear and transparent terms. However, it has become evident that certain clauses within the agreement were either misrepresented or omitted, constituting a breach of trust and a violation of fair business practices.Specifically, the following instances of contract fraud have been identified:1. **Misrepresentation of *************** services promised by HP Smart were not delivered as outlined in the contract. The quality and efficiency of the services provided fell significantly short of what was agreed upon.2. **Hidden Fees and Charges**: Certain fees and charges were not disclosed during the negotiation and signing of the contract. These undisclosed fees have resulted in unexpected financial burdens on my part.3. **False Promises and Guarantees**: HP Smart made promises and guarantees regarding the performance and reliability of its products/services, which were not upheld in practice. This has led to disruptions in my business operations and financial losses.
Business Response
Date: 03/03/2024
HP case manager has been assigned the New case 5120520354. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Initial Complaint
Date:03/02/2024
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.
I contacted HP support via ******* and online through their app to combine my accounts as i have two printers and wanted to have just one instant ink account. I was on the phone for 2 hours and 16 minutes, 3 different represenatives. The first cancelled my account for ink and **** this was the only way to move the printer to one exisiting account. The next representative factory reset my printer, and nd now there is a E for error flashing and it can no longer be found on the network. The last represenative told me to reinstall the ink the last represenative said HAD to be removed or the printer will think its on instant ink. Please note I was only trying to have one account to pay for my ink and use only one email address. This is the results please note after hanging up in me they did not call back. I now have a printer that does nothing but flash E. The second printer account shows as suspended due to they were not combined and the payments credited to the account. This is beyond poor customer care. Even with the suggestion of posible deletion og the one account *** remove the printer I was told that wont work. Well right now neither areboth PRINTERS A HP DESKJET 2755E AND THE OFFICE -PROJET 8020 SERIES. I am now being told my printer is obsolete. The account the printers are under are ******************** the other printer was under *******************
Business Response
Date: 03/03/2024
HP case manager has been assigned the New case 5120520278. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Customer Answer
Date: 03/03/2024

Complaint: 21377045

I am rejecting this response because:there is no response showing at this time only my complaint to the business

Sincerely,

*********************
Business Response
Date: 03/10/2024
HP case 5120520278 notes
case manager received email from customer
Email would be better, I tried to call but I also work at a school so its difficult. I have two printers as stated and was trying to put them on the same account. One shows paid the other shows suspense seven with 700 pages left.
informed both printers are under the same email but you cannot combine accounts themself each printer has to have its own
explained in order to lift the suspension on the one printer has to update credit card information so the billing can be taken
waiting for reply
Regards, HP Inc.
Customer Answer
Date: 03/18/2024

Complaint: 21377045

I am rejecting this response because:I will notify the BBB that the case was not resolved as I was forced to add a secondary Payment method on the account instead of the account being combined as requested numerous times. Same person same account same payment information to say to add a payment method that you ************* have to the account because its a different printer is bad customer care. To now say that the 700 page rollover was a trial that will expire on the 25th of this month after trying all this time to just combine all information on the account is not attempting g to resolve an issue . There is no acknowledgment of the hours of call time, being hung up on and my printer randomly having an error message and having to be restarted manually constantly since there a factory reset done by your technician. Please stop the gaslighting of saying what you or HP has done as all need to be competed was the account being merged. I was advised to pay in order to get the FREE 700 PAGE ROLLOVER ONLY IF I PAY FOR THE SECOND PRINTER . Pleas note all billing information on file due to first printer yet I must add the payment in again and be charged to get the free pages that also expire on the 25th of March if I dont print out 700 pages . Its a scam also the enrollment is charged monthly , the option to purchase ink also has to be approved ink otherwise they shut the printer down and it wont work. Sounds like a scam to make consumers use their products only if not we wont let you use the printer you already purchased and yes I have purchased ink the. Brand for both printers and still had issues and it was disabled for functional use

Sincerely,

*********************
Business Response
Date: 03/20/2024
HP case 5120520278 is open status. The case manager will contact the customer on a resolution.
Regards, HP Inc.
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:03/02/2024
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.
Our ** printer malfunction and we contacted Hp print because they mail ** ink and due to the malfunction it lost connection. When speaking with the ** rep he advised due to the age of our printer they could no longer service or repair and we needed to purchase a new printer. He quoted us several prices for new printers none of which we accepted and we canceled our ink service with them. They have continued to charge our card without sending ink knowing the printer no longer works. We have requested they discontinue charging us but they continue to do so. We have not received ink from these people in over a year. I want them to stop charging us and refund every charge made from February 2023 until today March 2, 2024.
Business Response
Date: 03/03/2024
HP case manager has been assigned the New case 5120520209. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Initial Complaint
Date:03/01/2024
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.
Hewlett Packard (**) customer support declined to honor the complementary six-month ink supply bundled with the purchase of the ** Printer ** ENVY Inspire 7958e All-in-One Inkjet printer.
Business Response
Date: 03/03/2024
HP case manager has been assigned the New case 5120520122. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Initial Complaint
Date:02/29/2024
Type:Order 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 originally purchased the printer last year. Within months it started having isssues. HP sent a replacement which took over a month. I have been having issues with this replacement printer ever sice. HP has been very unhelpful. I requested a partial refund only and they keep trying to send me a replacement. On top of that we pay extra for services even though the printer is faulty. They had the audacity and even stated that they did in fact send us a refurbished printer which is unacceptable.
Business Response
Date: 03/03/2024
HP case manager is working on a resolution for the customer. The case ********** is in open status and the case manager will follow up with the customer.
Regards, HP Inc.
Customer Answer
Date: 03/04/2024

Complaint: 21365865

I am rejecting this response because: They have been "working" on this case for over a month. All I want is our money back. They sent me a refurbushed printer and tried to pass it off as brand new. I DO NOT WANT ANY OTHER HP PRODUCTS IN REPLACEMENT OF THIS HORRIBLE REFURBISHED ONE. I WANT OUR MONEY BACK.

Sincerely,

*******************************
Business Response
Date: 03/10/2024
HP case 5118960926 is open, case manager contacted the customer and are processing a refund.
Regards, HP Inc.
Customer Answer
Date: 03/19/2024

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:02/29/2024
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.
For the past 10 years I have only purchased HP laptops, printers and ink cartridges. About a year ago one of my laptop hinges for the screen broke and it shut everything down. Luckily my files were on the cloud and recoverable. At the time I thought no big deal and bought a new one. Not related to the laptop mentioned above, in June 6, 2020, I bought my wife a laptop HP order number H335408952, HP ENVY 17 Laptop PC Product number: 8MX93AV Serial # : **********. Yesterday (Feb 29, 2024) my wife's laptop hinge/screen broke and shut everything down. This happening to one of my laptops is understandable, however, it happening to two laptops in less than one year is ridiculous. Especially being the June 6, 2020 laptop being a $900 laptop. Unless HP is willing to give me a REASONABLE credit on a new one I will no longer buy HP products.
Business Response
Date: 03/03/2024
HP case manager has been assigned the New case 5120519782. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Customer Answer
Date: 03/07/2024

Complaint: 21365622

I am rejecting this response because after spending $1500 on two laptops with the same issue (hinge broke and caused significant damage) their response was a credit of $125. That is not even 10% of the costs of the two laptops. I informed HP that I will start buying from another company. as I think their credit was unreasonable.

Sincerely,

*************************
Business Response
Date: 03/10/2024
HP Case 5120519782 is now closed. The customer was offered a discount repair and refused.
Regards, HP Inc.
Customer Answer
Date: 03/18/2024

Complaint: 21365622

I am rejecting this response because I have spent $1500 on two laptops in the past 5 years and both have broken hinges which made the screen in-operatable, the keyboard would no longer work and the mouse function would not work. HP offered $125 coupon which I deemed unreasonable based on spending a large sum on two laptops that had the same issue. Clearly there is some defect in the design or the quality of the parts that were used.

Sincerely,

*************************
Business Response
Date: 03/20/2024
HP Case ********** is now closed
REASON: Out of warranty - customer refused coupon offered
Regards, HP Inc.
Customer Answer
Date: 03/20/2024

Complaint: 21365622

I am rejecting this response. I have spent $1500 on two laptops and within a year both have broken due to hinges connecting the keyboard to the screen. When the hinges break they cause considerable damage that makes the laptop in-operable. The keyboard and laptop do not work after that because of internal damage. And yes this is a royal pain when this happens. Almost like having the motherboard go out without any warning.
HP offered $125 coupon which is not enough for me to RISK buying another HP product. Their offer was inadequate and unreasonable. So I am rejecting it.

Sincerely,

*************************
Business Response
Date: 03/27/2024
HP Case 5120519782 is now closed. The customer was offered a discount repair and refused.

Regards, HP Inc.
Initial Complaint
Date:02/29/2024
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.
Good Afternoon,I purchased 2 HP computers on Nov 26, 2023 that were on sale. I started using one immediately for my job, however my wife didn't start using hers until she had to start preparing for the next semester in January as she is an adjunct professor. Both computers had issues, mine were fixed via customer support, unfortunately she has repeating problems where the computer freezes or shuts off randomly even while charging. Before either of us started using our computers we installed McAfee anti-virus software and we only have what we need to do our jobs. She uses her computer while she teaches both in class and for virtual classes. We spoke to HP customer support a few times and none of the fixes for the software has worked as a permanent fix. The next step HP suggested we send the computer to them for repair, but they will not send a loaner. Without a loaner then she cannot teach. I am simply asking for an even exchange for the same computer we purchased since it is faulty and time teaching classes and grading papers won't be lost. Maybe it was dropped while putting on the shelf at the store, in transit, but unfortunately it made it into my hands. I understand that accidents happen, but I unknowingly bought a defective product and did not start using it until the return window closed. It was on sale so I would prefer an even exchange for the same product over the refund.Receipt is attached. Please contact me for any other information needed.Thank you for reviewing this.*****
Business Response
Date: 03/03/2024
HP case manager has been assigned the New case 5120519683. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Initial Complaint
Date:02/29/2024
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.
Hyper X headphones I purchased yesterday that I used for roughly 80 mins caused sever ear blockage and ringing in my ears after use. I called Hyper X (owned By HP **** and brought the issue up to them. The only response I got was "we have not had the reported to us yet". I said I am reporting it now. I told them its not about the money but that I wanted a safe product or replacement that wouldn't cause this issue. The tech support attendant was not very helpful and a bit defensive then I asked for a manager and she just put me on hold and walked away. I have been on hold for 30 mins now. I am hanging up. Please contact the business as I want a replacement or an equal or if need be greater value (will pay difference) if any product of theirs does not cause this issue. I told them that too and it fell on deaf ears. No pun intended. I believe its to do with their noise cancellation technology.
Business Response
Date: 03/03/2024
HP case manager has been assigned the case 5120402944. The case manager will follow up with the customer.
Regards, HP Inc.

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HP Incorporated is NOT a BBB Accredited Business.