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

2,389 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.

Initial Complaint
Date:02/08/2024
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 returned a printer that broke for the exchange of a new one. They never told me that they would be charging me ***** till they got the original printer back. I sent the printer back on 1/30/2024 and they still havent given me back my money that they stole from me with out notice so then I couldnt feed my kids and have my ************ so only do to they owe me money of the printer but they owe me money for bouncing bills. for that as well.
Business Response
Date: 02/09/2024
HP case manager has been assigned the New case 5119361327. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Customer Answer
Date: 02/09/2024

Complaint: 21268589

I am rejecting this response because: they havent returned any of my calls so I know they wont call me. They write a book of lies! This is why I am sending the to BbB which I hope does a better job then my last complaint and actually does something.

Sincerely,

*************************
Business Response
Date: 02/22/2024
HP case 5119808591
NOTE:

Customer is being abusive in email and is using profanity directly at the case manager

Warned the customer that he if continue using profanity, we will close the case and informed as well about the chargeback.
Regards, HP Inc.

Customer Answer
Date: 02/28/2024

Complaint: 21268589

I am rejecting this response because: if you just took care of the matter instead of making this take longer then it should then maybe I wouldnt. Its free country and freedom of speech. They stole money from my account and I want it back over nighted not 10 business days. My lawyer and *** have been notified. I have also been interviewed by local news stations. These people also asked for all my banking transactions which is illegal.

Sincerely,

*************************
Business Response
Date: 03/08/2024
HP case manager has been working with the customer on a reimbursement. Case **********.
Attn To: *************************
Address: 403 ****************
City: ******
*****************************************
Phone Number: ***********
Reason: Non return fee
Complaint #: 5119808591
Amount: $92
Regards, HP Inc.
Customer Answer
Date: 03/08/2024

Complaint: 21268589

I am rejecting this response because:
I still havent heard anything or even gotten check for the 92.00
HP is full of lies to make them selves look good. When I see the check I will believe them.
Sincerely,

*************************
Business Response
Date: 03/20/2024
HP Case number is: ********** - Check was shipped March, 19th.
Regards, HP Inc.
Initial Complaint
Date:02/08/2024
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 purchased an HP Officejet 3830 printer from the company and after some time decided to purchase an HP Officejet Pro 8025e for faxing purposes and they coxed me into subscribing to their Instant Ink program. After a while, I realized that it was costing me way too much money for their monthly subscription and since I was no longer faxing, so I canceled the subscription and when I attempted to use my original printer HP Officejet 3830 it would not work and I continued to get messages on the printer screen to subscribe to Instant ink. I called them and they were extremely rude, told me that I would need to purchase another printer because mine was not under warranty. A printer does not need to be under warranty to work since there was absolutely nothing wrong with the printer and I should not be forced to either buy a new printer or renew my subscription to use my other printer.
Business Response
Date: 02/09/2024
HP case manager has been assigned the New case 5119361589. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Customer Answer
Date: 02/13/2024

Complaint: 21268394

I am rejecting this response because: Unfortunetly when the case representative attempted to reach me I was in class and since then I have made (2) attempts by phone to reach this person and I left voice messages, in addition to responding to their email to let him/her know that I am currently a student and attend classes Monday through Friday from 9:00 am until 5:00 pm and not availabel to take calls, but that today due to the weather I am home all day and really would like to have this matter resolved. Thus far I have not recieved any correspondence from this person.

Sincerely,

******** *****
Business Response
Date: 02/22/2024
HP case 5119361589 is open status
Feb. 20th
Sent Customer an email that we are still checking with resources on how to proceed, will follow up with customer.
Regards, HP Inc.
Customer Answer
Date: 02/28/2024

Complaint: 21268394

I am rejecting this response because: Yes I did get an email and I still am not able to use either of my printers which is costing me money each time that I need to make copies. There is currently a class action against HP for the behavior of locking/preventing former customers from using their printer unless they either buy a new printer or re-activate their Instant Ink subscription and I am not interested in either when I have (2) perfectly fine printers that they are intentionally blocking me from using.
I have been extremely patient about the matter and want the issue resolve so that I can use either of my printers and I am trying to use my Jet 3830 which DOES NOT require a membership and does not matter that it is NOT under warrenty because I paid for it and it was working just fine until I no-longer renewed my membership for Instant Ink to use the other printer "Office Jet Pro 8025e

Sincerely,

******** *****
Business Response
Date: 03/08/2024
HP case 5119361589 is open status. The case manager tried contacting the customer and are also looking into resolution options.
Regards, HP Inc.
Customer Answer
Date: 03/08/2024

Complaint: 21268394

I am rejecting this response because: I initially spoke with the case manager the beginning of Feburary 2024 at which time he assured me that he would get the matter resolved so that I would be able to either use my original printer 3830 or the one that I last used requiring a subscription 8025e. After not hearing from this case manager I called, left a message followed by an email. On the 20th of Feburary 2024, he responded that the person he was to have this taken care of is no there and for me to be patient. Then I heard no-***** from him
Yesterday I got an email from another case manager from the instant ************** stating that she attempted to call me and will make another attempt on the 11th and provided me instructions on installing ink for a subscription.
This is NOT about any subscription as I canceled it which they have full knowledge of and my other printer Jet8083 does not require any subscription, they are intentionally preventing me from being able to use my printer and it does not matter if it is not under warranty it is still operable.
HP continues to intentionally bounce this complaint around. Currently there is a class action against them for the same behavior so they are fully aware of what they are doing.
I am requesting they provide remote services and get my Jet 8030 printer back working without further delays. All messages have been posted into this response supporting my rejection.
Case ********** HP Escalations CRM:0093709001642

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HP Service Support AMS <***************************> Mon, Feb 12, 3:03?PM

to me, ******

Hello ********,

My name is ******, and I am a Case Manager from HP **** in the AMS Escalations department.

I am contacting you concerning the issue you've been facing with your OfficeJet since you cancelled your Instant Ink subscription.

I attempted to reach you by phone at ************** but have been unable to speak with you.

I will make another attempt to reach you tomorrow, February 13th, around 12 PM MST / 2 PM EST.

If you prefer I contact you at a different time or phone number, please feel free to respond to this message to provide a better contact number to let me know the best time to reach you.

To ensure I receive all emails, please be sure to reply all, and do not change the information in the subject line.

You may call me at **************, Extension # ******. If I am not available, please leave a voicemail and I will return your call as quickly as possible.

My office hours are 8 AM to 5 PM MST, Monday - Friday.

Your case number is: **********

Look forward to speaking with you soon.

Warm regards,

******
*****************************
*****************************
Escalations Customer Advocate
**************
Ext. ******
8 AM to 5 PM Mountain Time (MST)
************************************

Case ********** HP Escalations CRM:0093709001727

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HP Service Support AMS Tue, Feb 20, 10:46?AM

to me, ******

Hi ********,

Thank you so much for your continued patience as I've worked to get this matter worked out.

I apologize for the delayed reply/update, but I did just want to make you aware that some changes have been made, and the typical resources I go to for help/assistance are no longer available to me, so I'm still trying to reach out to the proper channels.

I definitely haven't forgotten about you or anything, and will update you again as soon as I have an update.

Look forward to speaking again soon.

Warm regards,

******
*****************************
*****************************
Escalations Customer Advocate
**************
Ext. ******
8 AM to 5 PM Mountain Time (MST)
************************************
Case ********** HP Escalations CRM:0093709001918

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HP Service Support AMS Thu, Mar 7, 4:41?PM (1 day ago)

to me, ******

Hi ********,

Thank you for reaching out and leaving a voicemail.

I sincerely apologize for the delay in contact.

I'm still working on this on my end, I've just needed clarity on how to proceed, and to see if I can get this over to the Instant Ink team, because that's who would need to take care of this, because it was an issue with Instant Ink.

That said, I've checked with my resources, and received an update that I do need to get this over to the Instant Ink team, so, I will be doing that.

I appreciate your patience thus far, and again, I apologize for how long this took.

I will update you again, as soon as I have an update for you.

Warm regards,

******
*****************************
*****************************
Escalations Customer Advocate
**************
Ext. ******
8 AM to 5 PM Mountain Time (MST)
************************************
HP Instant Ink - Sorry I missed you! Callback Rescheduled CRM:0028710022921

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HP Service Support AMS 10:38?AM (7 hours ago)

to me

Dear D'Sheene ,

My name is *****, I am a Case Manager with HP Instant Ink.

I am sorry I was unable to reach you on my callback today.

This callback was in response to an issue with an error you need to be enrolled to Instant Ink to print. This error only occurs if the ink in the printer says HP Instant Ink on them, if you replace with regular retail ink the printer works like any other printer.

I have scheduled another callback to you for March 11, 2024 in between the hours of 12:00 PM and 1:00 PM Eastern Time.

If that time is inconvenient for you, or you have a better phone number to be reached at, please respond to this email a time that better fits your schedule (Soonest day being March 11, 2024) along with the best phone number to be reached at.

My hours are Monday to Friday 9:00 AM - 5:00 PM Eastern Time

If preferred we can resolve this issue through email instead, let me know if you prefer email correspondence. Please keep in mind that I will not receive this email response in real time.

You can call in to receive sooner assistance but please understand that the only way for you to contact me is through email reply, no agent or supervisor will be able to connect you with me through our phone system.

Here is a great link to check out regarding your Instant Ink account: ************************************************************

Your current case number(s):**********

Thank-you for choosing HP ****

*****

HP Instant Ink Case Manager

Here are some tips and reminders from HP Instant Ink:
Manage your account anytime from your phone or computer. You can monitor your page usage, recent shipments, and update your account info by visiting the HP Instant Ink website and signing in.
(link: ***********************************************)
Keep your printer connected to the internet . Your printer has to be online for the HP Instant Ink service to work. Disruptions in the connection can cause delays in cartridge shipments and delayed counting of pages.
Use only HP Instant Ink cartridges. Replenishment Ink cartridges will not be sent automatically if the HP Instant Ink cartridges are removed from the printer and/or replaced with non-HP Instant Ink cartridges. Ink cartridges are only sent when the printer reports that an HP Instant Ink cartridge that is installed is low on ink. If you experience print quality issues before the cartridge goes low on ink, try following the appropriate troubleshooting steps available on the HP Support Website before contacting HP Instant Ink support. Avoid purchasing cartridges while subscribed as they can either be sent automatically by the system or requested with no additional charges.
Track your HP Instant Ink shipments for recent shipments. You can monitor the status of your ink cartridge shipments from the "Ink Shipments" menu of your HP Instant Ink account page. Ink cartridges will not be sent if a recent shipment has not been installed. If you are unable to locate the cartridges or if you have recently updated you shipping address and you need to have them re-shipped, please contact HP Instant Ink support.

For more information about HP Instant Ink, please refer to the Frequently Asked Questions Page (FAQs) and the HP Instant Ink Terms of Service

HP Instant Ink (Phone Support) - **************
Mon to Fri - 8:00 AM to 10:00 PM Eastern Time
Sun & Sat - 9:00 AM to 8:00 PM Eastern Time

HP Instant Ink (Live Chat Support) - Chat Now
Mon to Fri - 9:00 AM to 9:00 PM Eastern Time
Sun & Sat - Closed

Sincerely,

******** *****
Business Response
Date: 03/20/2024
HP Case 5119361589 is open, The case manager is working with the customer on a resolution.
Regards, HP Inc.
Customer Answer
Date: 03/23/2024

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:02/08/2024
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.
HP printer (HP ENVY Inspire) requires you to use 1st market HP provided ONLY ink cartridges for their printers. If the cartridge is seen to be aftermarket or refilled than it is rejected and the printer won't work. No way to bypass this. They monitor the printer remotely via the internet (which I do not want) and can see when ink levels drop and if a cartridge is replaced that doesn't come directly from them. This is anti competition. Their is no way to use their product (printer) without buying their consumable (ink). They prevent any aftermarket consumable or even filling their cartridges' after it empties. They have lost a class action lawsuit for this reason and are being sued AGAIN over this. It has to stop! It is a monopoly
Business Response
Date: 02/09/2024
HP case manager has been assigned the New case **********. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Initial Complaint
Date:02/08/2024
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 had my HP envy laptop repaired by HP in April 2023 there was an issue with the motherboard and the new computer was not charging. Fast forward to Jan **** the same issue has happened again and HP did not warranty the previous work they did on my computer. the want to charge me 200 buck to fix the issue which I believe is a design flaw. I asked to speak with upper management regarding this issue and was told that I would received a call . it has been 3 weeks and I feel as though I am being ignored.
Business Response
Date: 02/09/2024
HP case manager has been assigned the New case 5119360503. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Initial Complaint
Date:02/08/2024
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 sent a 9 month old laptop to HP for warranty repair. It has been a nightmare to deal with this company. I have been lied to, given several different stories, disconnected when calling and extremely hard to communicate and or get answers. They said they would send a loaner, never happened. They refuse to stand by product and warranty repair.It dropped at ***** drop off on 01/19, sent out on 01/22 and received by HP on 01/29, according to HP receipt. ***** shows delivered on 01/26.I have had little to no communication with HP, they state they have called and emailed me both which are untrue. I got one phone call on 2/2 from a Kit in escalation who left a garbled phone message, sent email to contact her and then she does not reply to email, when you call the number a recording states not available and disconnects the call. Each time I would call they transfer me to escalations and I would start with agent they would say let me research and disconnect the call.On 02/07 a Jem called me saying liquid spillage damage on LCD and motherboard. I explained there was neither when I sent this out. The laptop got hot shut down and never came back on. The laptop never has even left the house since used for online school. *** said he would escalate after offering me a $75 coupon, I spent $675 for the laptop. He said he would email on 02/07 did not happen. He said he was escalating for 2nd look.Chatted 2/7 w/rep who said they email on me 2/2 with picture/repair quote, I never got. The repair quote $534.99!! He stated this kind of damage might have happened in shipping, another agent told me could have happened at ****** where I purchased it. The warranty needs to be honored and laptop replaced if it is beyond economic repair. I am now seeing thousands of complaints on BBB and online for them doing the same thing to others. They need to stand behind their product and replace laptop. This is a nightmare requesting replace or refund total cost. The CSO#BVLQ2947-01 for repair
Business Response
Date: 02/08/2024
HP Case is in open status- 5118730411- The case manager has been made aware of the customer's concern and inquiry. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Customer Answer
Date: 02/09/2024

Complaint: 21263862

I am rejecting this response because: I just got an email saying the case has been archived and theyre sending back dead laptop. I never got email with diagnosis or pictures as they said they would. Never got call back for escalation. This company is ridiculous, they say every repair is liquid damage to avoid repairing faulty equipment. They never sent proof of anything to me. Completely unacceptable.

Sincerely,

*************************
Business Response
Date: 02/22/2024
HP service center received the product and the Technician found the unit Beyond Economic repair. Liquid damage inside the unit. Case 5118730411. The customer can contact HP support for additional information.
Regards, HP Inc.
Initial Complaint
Date:02/07/2024
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.
Every time I call tech support for my HP laptop, I am automatically sent to the sales department, who have attempted to push new products on me, making me jump through hoops to utilize the warranty I currently have. They say it is a 'glitch' but it has happened 4 times now and is clear they are misleading customers into purchasing new products instead of helping them.
Business Response
Date: 02/07/2024
HP case manager has been assigned the New case 5119265550. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Initial Complaint
Date:02/06/2024
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.
In April 2021, I purchased a printer from HP. It came with 2 ink cartridges. There was an advertisement for instant ink and I enrolled, HP sent me 2 instant ink cartridges (I assumed the program started when I emptied the cartridges that came with the printer and inserted the instant ink cartridges). I never used the instant ink cartridges. I was recently notified that the instant ink price was increasing and realized I had been charges for instant ink since 2021. I discovered; I had been paying 99 cents a month since April of 2021 to use the cartridges purchased with my printer. I called and cancelled my service. Again, I have never used the instant ink cartridges HP mailed to me and would gladly return.The original cartridges that I purchased are in the printer and still have ink. I do not print very much. When I cancelled the instant ink service HP locked the cartridges I own. I understand I cannot use the instant ink cartridges supplied by HP.I called HP customer service 1/24/24 and they unlocked the cartridges. I did not file this complaint. 2/3/24 my printer was again locked by HP. When I attempted to print the error message says "Cartridge cannot be used until printer is enrolled in instant ************* this is the cartridge purchased with the printer. It belongs to me. I called 2/3/24 HP I was assigned a case number #**********. I was told a case manager would call in 72 hours. Noone has called. I cannot use my printer.My desired resolution: I want HP to unlock the printer cartridges I own. Because they relocked the cartridges and made my printer unusable since 2/3/24 I would like the money I paid for instant ink since 2021 refunded. They never should have started the program till I inserted the instant ink cartridges. It makes no sense to charge me to use the cartridge that came with my computer. It is a shame that I personally could not resolve the issue with HP customer service.
Business Response
Date: 02/07/2024
HP case manager has been assigned the New case 5119243667. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Customer Answer
Date: 02/08/2024

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:02/06/2024
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.
Need to get defective Mouse replaced
Business Response
Date: 02/07/2024
HP case manager has been assigned the New case 5119243430. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Customer Answer
Date: 02/13/2024

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:02/05/2024
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.
Cannot contact support - cannot get printer to work - automated does not recognize serial number
Business Response
Date: 02/06/2024
HP case manager has been assigned the New case 5119180078. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Initial Complaint
Date:02/05/2024
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 bought a Hewlett Packard laptop from Best Buy. Best Buy said that I was purchasing a three-year Hewlett Packard warranty along with it. Hewlett Packard says that I have no warranty with them but that the warranty is with Best Buy. Best Buy confirmed that its a Hewlett Packard warranty only. The Hewlett Packard case number is ********** and I attach my sales receipt.
Business Response
Date: 02/06/2024
HP case manager has been assigned the New case 5119179221. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Customer Answer
Date: 02/06/2024

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. I apologize that Best Buy wasn't giving me clear info on who carries my warranty. Best Buy confirmed this morning through their chat screen that what I purchased is called My Best Buy Total Member. It turns out that Hewlett Packard didnt make any wrong doing.

Sincerely,

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

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HP Incorporated is NOT a BBB Accredited Business.