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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

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    Customer Complaints Summary

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

    If you've experienced an issue

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/15/2024

      Type:Product Issues
      Status:
      Answered
      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 two hp printers that never stay connected and wont even work without an ink subscription. Im billed multiple times a month for ink, yet they havent sent any ink in over a year. When trying to reach them it is impossible to get through to a person. You jump through the ** hoops then they disconnect. I want my money back for these printers and all the ink Ive been paying you for.

      Business Response

      Date: 02/15/2024

      HP Case manager has been assigned the New case 5119642665. The customer will be contacted within 1-2 business days.

      Regards, HP Inc.

    • Initial Complaint

      Date:02/15/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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'm a small business owner that purchased a HP printer with scanner (**** series). The feeder for the scanner stopped working after chatting with customer service on two separate occasions for over an hour, the resolution was to replace the printer as it's under warranty. My issue is that I had to send my old printer back before they would they send my replacement printer. This leaves me without a printer for my office for an undetermined amount of time. This is detrimental to my business as this is the only printer for my business. I've had to replace other office equipment before but not had to be inconvenienced like this. If I could return the printer and exchange it for a non hp printer I would. I will never purchase another HP product again due to the lack of consideration for your business customers and how this ridiculous replacement rule could affect the the day to day life of the business owner.

      Business Response

      Date: 02/15/2024

      HP case manager has been assigned the New case 5119642308. The customer will be contacted within 1-2 business days.

      Regards, HP Inc.

    • Initial Complaint

      Date:02/15/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 purchased a laptop from HP for approximately $4300 (exact amount available upon request) in May 2022, and it still under warranty. As early as June 7, 2022, there were problems with the machine and we started opening tickets. By June 2023, HP attempted to repair the unit at their depot; the repair was unsuccessful. Their warranty states that there are 2 options--"HP, at its option, may elect to provide you with (a) a replacement unit selected by HP that is the same or functionally equivalent to your HP Hardware Product in performance or (b) to give you a refund or credit of your purchase price or lease payments (less interest) instead of a replacement. To the extent permitted by local law, this is your exclusive remedy for defective products." HP has so far been unable to repair this unit, and has offered only 2 solutions that are not in keeping with its stated warranty--a prorated refund of the purchase price before tax, or a replacement unit that is missing a basic functionality, the touchscreen. Neither is acceptable, and neither is according to their own stated warranty. We are looking for ideally a full refund, but will accept a replacement of a functionally equivalent machine, which includes the touchscreen and all other features.

      Business Response

      Date: 02/22/2024

      HP Case manager has been assigned the New case 5120031980. The customer will be contacted within 1-2 business days.

      Regards, HP Inc.

    • Initial Complaint

      Date:02/13/2024

      Type:Order Issues
      Status:
      Answered
      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 new HP printer. It took several calls to HP to finally get the printer in a state that enabled me to print documents. All has been working since then, about 4 months, until the power went off in my condo building shutting the printer down. I am now back at square one with a printer that doesn't work. HP requires users to use an app in comjunction with the printer. The app is some of the worst software I've ever had to use. They make you use this so they can track how much ink you use. You are asked to estimate your printing requirements and then they bill you monthly and send you ink when you need it. If you use more that the esitmate the charge you more money. I only print one or two documents a month except at tax time and maybe Christmas. I am billed almost $6.00 / month. Most of those pages are instructions on how to get the printer to work. I want the ability to use the printer without the app, ironically called HPsmart. ****** HPsmart to see all the questions asking how to use the printer without the app.

      Business Response

      Date: 02/14/2024

      HP case manager has been assigned the new case 5119563847. The customer will be contacted within 1-2 business days.

      Regards, HP Inc.

    • Initial Complaint

      Date:02/13/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 printer for my HP laptop. The printer is not compatible. I spent 5 hours with HP tech support and they told me to go buy another printer. My printer is under warranty and HP refuses to exchange the printer for something compatible with their own products. Best Buy in Polk County put the ****e on sale and advertised it as "an easy setup/basic printer." It is not easy or compatible. The internet provider that services this entire area only provides routers that automatically choose the bandwidth. HP is selling printers that are not compatible with basic 5GHZ. The printer was on sale as it appears that no one in the nearby radius can use it.I want a refund or exchange for a HP printer that works with THEIR HP printer. My printer is under warranty, but past the store exchange policy.

      Business Response

      Date: 02/14/2024

      HP case manager has been assigned the new case 5119539421. The customer will be contacted within 1-2 business days.

      Regards, HP Inc.

    • Initial Complaint

      Date:02/12/2024

      Type:Order Issues
      Status:
      Answered
      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.
      Contacted HP in Sept 2023 to send my laptop which was in warranty to get repaired. I was sent the laptop back and out of the box it did not work. I spent hours on the phone with tech support and they saw the issue and could not repair. I had to send it in. They are now saying they cant fix it and after having my computer for months I am out of warranty and they will not help me. They are shipping my broken computer back to me. I need my laptop asap.

      Business Response

      Date: 02/13/2024

      HP case manager has been assigned the case 5118749652. The customer will be contacted within 1-2 business days.

      Regards, HP Inc.

      Customer Answer

      Date: 02/13/2024

       
      Complaint: 21284184

      I am rejecting this response because: the case manager stated they are sending my broken computer back because they do not have any replacements, they are unable to fix it. They state it is now out of warranty, when I sent it in months ago to get repaired it WAS under warranty. HP did not repair my laptop. Kept it until the warranty ran out and was not able to fix it. 

      Sincerely,

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

      Business Response

      Date: 02/22/2024

      HP case 5118749652- The case manager contacted the customer and a replacement option was accepted.  The customer will be updated once the product is shipped out.

      Regards, HP Inc.

    • Initial Complaint

      Date:02/12/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      once again over 18 minutes with hp technical support and no help. my replacement printer needs to be set up and not one portion of their foreign customer service has helped,

      Business Response

      Date: 02/12/2024

      HP case manager has been assigned the New case 5119453391. The customer will be contacted within 1-2 business days.

      Regards, HP Inc.

    • Initial Complaint

      Date:02/10/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Bought a laptop from HP and has issues with the fan. Order number H357577716. Contact HP tech support and they said to return the item for a refund. HP send me a ***** label and I returned the item with tracking number ************. They received the item back and someone signed and received it. Contacted HP multiple times over phone b I t not issuing refund. I need a refund asap. HP keep asking ***** receipt from a no reply email which I can't reply back.

      Business Response

      Date: 02/22/2024

      HP Shopping escalation team has been sent the customers information. The customer will be contacted within 1-2 business days.

      Regards, HP Inc.

      Customer Answer

      Date: 02/22/2024

       
      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.

      They have already refunded the amount. However when I filed the company with BBB I received an email says the complaint is CLOSED, IDK why

      Thank you so much for your help.

      Sincerely,

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

    • Initial Complaint

      Date:02/10/2024

      Type:Delivery Issues
      Status:
      Answered
      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.
      01/2024...purchased HP printer that included 6 months worth of ink. Upon activation, it only showed three months worth of ink included, despite the ******************* saying otherwise. Despite contacting customer service and tech support, I have only received two ink cartridge sets to date. So I am requesting the 4 remaining ink cartridge sets (black & color) that I should have received via the printer purchase. This is an unethical business practice.

      Business Response

      Date: 02/11/2024

      HP Instant ink case manager has been assigned the New case 5119416080. The customer will be contacted within 1-2 business days.

      Regards, HP Inc.

    • Initial Complaint

      Date:02/10/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 July 15, 2023, I purchased an HP Color Laser Jet Pro MFP M283fdw. I have had problems from the beginning as it will not print through the network, unless we shut it off and restart it, and then it will only print from the network for a minute or two and then we have to start the whole process over. We have tried all of the troubleshooting through the app and website and have reached out to customer service. **************** never responds and has not resolved this issue. We are seeking a replacement unit ASAP, so we can do our work without all of this hassle.

      Business Response

      Date: 02/11/2024

      HP case manager has been assigned the New case 5119416152. The customer will be contacted within 1-2 business days.

      Regards, HP Inc.

    HP Incorporated is NOT a BBB Accredited Business.

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