Complaints

This profile includes complaints for HP Incorporated's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  HP Incorporated

  1501 Page Mill Rd MS 1247 Palo Alto, CA 94301-1112

• 

  HP Incorporated

  3000 Hanover St MS1247 Palo Alto, CA 94304-1112

• 

  HP Incorporated

  7 Eagle Square Concord, NH 03301

• 

  HP Incorporated

  263 Tresser Blvd Stamford, CT 06901-3236

• 

  Hewlett Packard

  420 Mountain Avenue P. O. Box 6 Murray Hill, NJ 07974

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:01/31/2024

  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 have had problems with an HP printer. They have not been able to resolve the issue. I have spent well over 15 hours with tech support, they sent a new printer after hours of working with their failed attempts to resolve the issues. The new printer has other issues. I have asked for a refund and they refuse. I have done everything I can but, now I have to buy a new printer. The printer is within the warranty period. I want the retail price refunded. It was bought directly from them so they have knowledge and records of the purchase I have made. I have lost work and have been inconvenienced due to their policies and poor customer service. $369.00 They is a record of their poor quality.

  Business Response

  Date: 02/01/2024

  HP case manager has been assigned the New case 5118771660. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:01/31/2024

  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 was enrolled in hp instant ink for my printer. I have been billed $6 and change a month for a few years. The last two years, Ive been in and out of the hospital. My printer wasnt connected to the internet and was out of ink but I was still being billed and not sent ink. I called today because I had to purchase hp ink for my printer and it would not print because it wasnt from hp instant ink. I called and explained the situation, they refused a refund of any money and said nothing about sending ink. I then cancelled my account and tried to remove my printer from hp so I could factory reset and use the ink I purchased which is the correct ink for the printer. I couldnt remove my printer from the account, I couldnt factory reset the printer and I cant shut off the instant ink automatic updates. The printer is perfectly fine with brand new ink cartridges and I have to go buy a new printer because my only option is to re enroll with hp instant ink that failed to do their job in the first place.

  Business Response

  Date: 01/31/2024

  HP Case manager has been assigned the New case 5118895491. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:01/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an ink plan with HP back in March of 2023. Not sure how this would benefit me but it did not. I was never sent any ink considering my ink usage never changed because the printer hasnt been used. I contacted HP to cancel the plan and asked to be refunded from April 2023 to now since no ink was used. I am upset because if they see no activity has been made on the printers, someone should have reached out after 2-3 months to see if the plan would still be needed. I am looking to be refunded as I never received any ink or needed any for the amount of months I signed up for the plan. ******* stated I had usage but it barely enough to wipe out the ink as I the ink is still full. I do not use the printer and want to be refunded immediately.

  Business Response

  Date: 01/30/2024

  HP case manager has been assigned the New Case 5118830575. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:01/29/2024

  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.

  I purchased a HP Printer with a guaranteed 6 months free printer cartridges as needed as a promotional offering in purchasing this printer. I joined the program on 7/24/2023 and ended this program with notification prior to the end of the 6-month period, final date of 1/24/2024. as I found no added value in it. It only served to pay HP additional $$$$ should I print over the "allowed" quantities of pages and I was required to place a credit/debit card on file. During this timeframe, I received a shipment of printer cartridges (per the promotional offering of free cartridges). Since I have ended this promotional sales program, my printer is virtually being held hostage until such time: 1) I either re-join this program; or 2) purchase additional HP cartridges externally and replace the ones installed. This is FALSE advertising to enhance HP sales with intent to fraud the public and frankly, extortion. These cartridges, replaced during the program period should be able to be continued to be used, as part of this promotional offering. NO WHERE in the sales promotion does it state, cartridges are deemed unusable should you end your program. I also found that the cartridges which were sent, were not recognized initially by my printer as they were the wrong number and European. I contacted their help desk ************ to no avail. It was apparent he was reading a script and informed me of my so-called options: 1) either re-join this program; or 2) purchase outside cartridges. This is NOT acceptable. I am filing not only a formal corporate complaint here, but also with the Better Business Bureau, the State of ****** Attorney General's Office, and a Federal Trade Commision complaint. This program is misleading the public to increase sales is unlawful and smack of extortion.

  Business Response

  Date: 01/30/2024

  HP case manager has been assigned the New case 5118798222. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:01/28/2024

  Type:Customer Service 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.

  Late November I purchased a printer. I had a hard time connecting the printer to my laptop. I then called HP to help me connect my printer. When I called, I was advised that I had 6 months' worth of free ink, one per month for six months, he was nice to me by telling me the company is giving me nine months of free ink. I asked him why the company was being so generous, the printer only cost me ***** dollars, he replied I have purchased a very sophisticated printer, all I needed to do is pay **** for shipping. I have not heard anything from HP until my credit card was charged ****** dollars. when I called them ****, the HP Instant Ink support specialist. told me that because I have talked to an **, and from the recording of my conversation he had reviewed , I was telling the truth, the ** did not give me all the information, I would get half of my money back, when I refused and asked for full refund he then explained to me that I was charged per page I printed. I was very upset I have NEVER agreed to such terms.He then told me beginning of January when I called that I cannot cancel my account until February and that someone from higher up will call me since I am due the whole payment back. I have heard nothing back until ****, the HP Instant Ink support specialist emailed me on 01-27-23, and also left a voice mail on my cell phone stating that I will not be getting my money back due to me canceling my account. this is a fraud becoming company they have found a way to scam people. shame on them for taking advantage and for not giving all the terms up front, scamming people to make money. I will also file a complained with the Attorney General for their horrible ways they found to get access to bank accounts.

  Business Response

  Date: 01/29/2024

  HP case manager has been assigned the new case 5118730681. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:01/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  hp has a service called hp instant ink. they have sent something to my printer when i couldnt afford to pay the bill shutting all printing capabilities off. when i was finally able to pay for the services again. what ever they sent to my printer is still affecting it to were i cant print at all. i have paid around $40 if not more in services just to not be able to print. when i call they tell; me its on my end. then finally told that I need to purchase a new printer. i never had this issue a constant issue that i have been dealing with.

  Business Response

  Date: 01/29/2024

  HP case manager has been assigned the New case 5118731026. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:01/27/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called the company requesting to cancel my subscription to their service. It's a cheap enough service but not one I can afford anymore as I do not benefit from it. So I call to cancel my subscription of their Instant Ink subscription. What happens next is that I am told I can either receive a refund for this billing date but that I would be charged for next month despite how I am cancelling my service. Or I could forego the refund and have them waive the next month's charge. So either way, they keep my money or they just take it from me a month later, despite me leaving their service on THIS month.

  Business Response

  Date: 01/29/2024

  HP case manager has been assigned the New case 5118729273. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

  Customer Answer

  Date: 02/03/2024

   
  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:01/27/2024

  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 an account with HP for my printer and ink, I relocated from ******* to ****** May 2023. My printer was in storage, but during that time I was still being charged for the service. Up until September when my payments for ******************* didnt get paid. No that I have a home I tried setting up my printer and was told I had to pay for two months. Before I can have access to my account, I want HP to credit the four months that I paid and did not use the printer or service

  Business Response

  Date: 01/29/2024

  HP case manager has been assigned the New case 5118730259. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

  Customer Answer

  Date: 01/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:01/27/2024

  Type:Customer Service 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.

  1.Date Purchased: 12-15-2023 (shipped and received 12-21-2023)2.Cost: $219.91 (Please note the gift card and money used from rewards from purchasing other items included)3.I need service on fixing or replacing: A. ** ************ and ** *** Services (Instant Ink) issues.B. ** has yet to explain why the ** Envy Inspire 7955E lost the Internet Connection after installing the Instant Ink Cartridges even though the blue internet light is on. I have an Internet Connection working with my computer.I received a message saying I would lose total internet connection shortly on the printer. Also ** had me create a link from ** Smart Application that gave 3 choices: 1. Don't Save 2. Go back 3. link. ** Tech told me to click no. 3 which created the security problem. Since he never called for the scheduled ********* 1/2 hours ago I will call Apple. This same guy was telling me to uninstall Xfinity WI FI, Delete Printer (then reinstall) and different steps on my computer. I will check with Apple as my Computer Internet is not relevant to this case.4. ** does not call for scheduled telecoms so I am stuck with these problems. Also my WI FI works with my computer.

  Business Response

  Date: 01/29/2024

  HP Case manager has been assigned the New case 5118728658. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:01/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased this computer 10/25/2019. I have had problems starting in 2020. There is no way to contact the company about the issues. They don't offer driver updates on this model and I have continued to have problems because of it. They continue to get worse. I shouldn't have to pay for updated drivers, especially only a year after purchase. This computer wasn't inexpensive and there should be updated drivers provided at no cost. I want the updated drivers that should be included as with other manufactures. I have security software telling me that these drivers need to be updated but I have no way to get them! I have tried to contact them on social media but they don't respond!

  Business Response

  Date: 01/26/2024

  HP Case manager has been assigned the new case 5118637700. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.