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

1,720 total complaints in the last 3 years.
624 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:07/01/2025
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.
Dear Instant ******************** Team,I am writing to formally express my dissatisfaction with the recent experience I have had with your Instant Ink subscription ********** April of this year, I was notified by your service that a shipment of ink cartridges was on its way to my home. However, despite this notification, I did not receive the shipment until Juneover two months later. This significant delay caused considerable inconvenience, as I rely on timely ink deliveries to ensure uninterrupted use of my printer for both personal and professional tasks.I am disappointed not only by the delay itself but also by the lack of proactive communication or updates regarding the status of my shipment during this period. As a paying subscriber, I expect a higher standard of reliability and customer care.I kindly request that you review my case and provide an explanation for the delay, as well as what steps you will take to prevent similar issues in the future. Additionally, I would appreciate consideration for compensation or a credit to my account in light of the inconvenience I have experienced.Thank you for your attention to this matter. I look forward to your prompt response and a resolution to my concerns.
Business Response
Date: 07/02/2025
HP Instant Ink Case Manager has been assigned case **********. The Customer will be contacted within 2-3 business days.
Regards, *******
Initial Complaint
Date:06/30/2025
Type:Delivery 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 ordered an HP dock station with the order number listed below. The dock came with out of date software and thus I wanted to update firmware. I downloaded the firmware and during the installation the dock update crashed rendering the dock unable to power on. It has not been able to work despite working with technical support. I then had support / case #********** opened. A replacement dock was to be shipped but repeatedly was delayed. I requested my money back and was told this is not possible. I received an email with update on Your Order MO-********* Revised Delivery Date CRM:0086902004837 but the shipping date continues to be delayed. I would like to return the dock and receive discount on a new docking station for all the inconvenience. There is poor communication with me that my replacement dock shipping date has been delayed (I don't get notified). I am not sure what kind of customer service this is. I am less than satisfied with ** on this matter.
Business Response
Date: 07/02/2025
A return Order #R302748335 was processed for Order #H362976174 on 07/01/25 for the full amount of $377.99 back to the customer's MC on file. It may take a few days to receive the funds, depending on the bank.
Regards,*******
Customer Answer
Date: 07/06/2025

Complaint: 23540647

I am rejecting this response because: the replacement dock did not come with a power supply that it was supposed to. Incomplete response. Once again, another failure by ***

Sincerely,

*** *****
Business Response
Date: 07/09/2025
Our records show 6/25/2025 the customer spoke with a Tech Support agent, requesting a replacement power cord. Order was placed. Reference case **********.
6/29/2025 the customer called in for an update on delivery, customer was advised there was a slight delay and expected delivery date was updated to 7/2/2025. Customer requested to speak with a supervisor; no Supervisors were available.
7/1/2025 Customer spoke with a sales agent who assisted customer with the return and explained refund process. Customer was sent a return label,FedEx tracking # ************, delivered back to ** on 7/7/2025. Customer was provided with a refund, of $377.99, sent directly to the customers original payment method to allow customer to place new order if choses to. Reference order H362976174 and return R302748335.
7/7/2025 Customer spoke with a Tech Support agent, stating they purchased a new Dock from ** that has power issues, and requested a replacement power cord. The agent explained that the power could be swapped out with the old power cord, customer then stated they do not have the power cord that the Dock had been sent back to **. The Agent then explained if the Dock was sent back to **, we would not be able to provide a replacement power cord for a unit that has been returned.
Regards, ******.
Initial Complaint
Date:06/28/2025
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 Omnibook through your site. It was delivered June 12th and I just started using it. The screen keeps having a flicker issue and the touchpad features are not working properly. I think the screen is defective. I tried to go to the support website for help but it is impossible to talk to anyone or submit anything without entering the serial number ************, which it doesn't recognize. I spent over two hours trying to talk to someone or submit a ticket, and it literally isn't possible. I sent screenshots of the order summary with the order # and serial listed. Also a screenshot of how it doesn't recognize the serial number. It is not possible to get support or talk to anyone on your site without it recognizing the serial number.For context. I bought this laptop to help get some stuff done in the hospital as my 2yo daughter fights leukemia. I spent hours trying to figure out why the screen is flickering then even more hours trying to figure out how to get support or why the serial isn't being recognized. I ended up having a panic attack at how much of my very little free time was wasted on such an expensive purchase that was supposed to help me rather than hurt me. I don't want to waste any more time trying to figure out what the issue is or getting the defective screen fixed. I have a feeling that would just be many more hours of frustration and waiting. Can you please just help me with a refund? I seriously cannot handle any more stress in my life. I'm just going to buy a similar Omnibook from Best Buy directly. Then if I have any issues I can just walk it into the store instead.Please please please help me with a return.
Business Response
Date: 06/30/2025
An HP Store Case Manager has been assigned to address the customer's concerns. The Customer should be contacted within 2-3 business days.
Regards,*******
Initial Complaint
Date:06/27/2025
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 a fairly high end laptop in their ENVY line. Since then, ** has moved their comparable high end laptops (e.g. 16" OLED, 2TB SSD, rtx 3060, 32GB ram) exclusively to their OMEN ******* warranty offers repairs or replacements. They have already been unsuccessful in repairing it. All the replacements they offer me are of lower spec level (and MSRP) than my current laptop, because refuse to offer me one from their OMEN line.
Business Response
Date: 06/30/2025
Customer already has an Escalated Case open. An HP Escalations Case Manager is currently working with the customer towards a resolution. Customers comments from this ******************** complaint have been documented and Case Manager alerted to contact the customer as soon as possible in regards to active Escalated Case #**********.
Regards,*******
Customer Answer
Date: 07/02/2025

Complaint: 23529594

I am rejecting this response because:
I opened this BBB complaint because the case manager provided replacements that were unacceptable. I understand that after 30 days the warranty is for repair or replacement, but ** has been unable to repair, and all the replacements I have been offered by the case manager are of lower spec level. Replacement should be of equal or greater value, not lower!

Sincerely,

****** *****
Business Response
Date: 07/04/2025
** has shared these most recent comments from the customer with the Case Manager and urged contact with the customer as soon as possible with another offer, if possible.
Reference active Case **********.
Regards, *******
Initial Complaint
Date:06/26/2025
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.
Ref: case #********** I had a no sound issue for over 20 days with the laptop I purchased on ****** on 7/28/24, delivered on 8/9/2024 and therefore it is still under the one-year warranty. I called HP tech support on 6/23/25 and it was fixed. Then on 6/24/25, a Realtek driver update came in as part of windows update and broke it. So, I called again that day but HP support site is totally down. So I called again 6/25/25, the first rep hung up on me after 30 mins of saying he will remote in but never did. I called again, the rep ****** remoted in and did a factory reset. After that, not only did it not remove any files, it error out (running into problems, need to restart) every 10 mins. The laptop now is TOTALLY UNUSABLE. I called again that day and the rep ******* told me someone will call me today -6/26/25 to process a refund or complete replacement. NO ONE EVER DID. MAYBE HP IS TRYING TO RUN OUT THE WARRANTY CLOCK!!!!!!!!It is obvious ** tech support BROKE THE LAPTOP AND IN THE MEANTIME I HAVE NO LAPTOP TO USE. ** HAS TO CALL ME ASAP.
Business Response
Date: 06/30/2025
Customer already has an Escalated Case open. Customers comments from this ******************** complaint have been documented and Case Manager alerted to contact the customer as soon as possible in regards to active Escalated Case #**********.
Regards,******
Customer Answer
Date: 06/30/2025

Complaint: 23525195

I am rejecting this response because ** REFUSES to honor the 1 year warranty. They demanded that the laptop be sent back over the next 10 days and no replacement or loaner will be provided. I don't have a pc to work with for days and counting. I cannot work. HP support destroyed the ** and now they don't offer a replacement or a refund. This is horrible. I will broadcast this all over the social media and reviews.

Sincerely,

****** ****
Business Response
Date: 07/04/2025
** has shared the recent comments from the customer with the Case Manager and urged contact with the customer as soon as possible.
Reference active Case **********.
Regards, *******
Customer Answer
Date: 07/17/2025

Complaint: 23525195

I am rejecting this response because being contacted DOES NOT MEAN ISSUES ARE RESOLVED. I did get contacted but issues are not resolved.

Sincerely,

****** ****
Business Response
Date: 07/24/2025
Case Manager has set up a 2nd repair for customer (Order #************ on **/**/** to hopefully correct the issues of overheating from customer's laptop. Case remains open as issue is as yet unresolved.
Reference active Case **********.
Regards, HP Inc.
Customer Answer
Date: 08/06/2025

Complaint: 23525195

I am rejecting this response because the issue of overheating has yet to be resolved.

Sincerely,

****** ****
Business Response
Date: 08/25/2025
According to the notes in Case **********, the ************** was unable to replicate the overheating issue which was the reason for the repair Order #BXDX3009-01. Case Manager offered customer a $75.00 HP online coupon on 08/20/25.
Reference active Case **********.
Regards, *******

Customer Answer
Date: 09/03/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is the only choice I have to settle this overheating issue that ** said they cannot re-produce. I stated that it is a known common problems with ***** CORE ultra 5 chips.

Sincerely,

****** ****
Initial Complaint
Date:06/26/2025
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 am filing this complaint against ** for their failure to provide competent support and for knowingly selling a product that became unusable after a standard macOS update.After my HP printer stopped working following the Mac upgrade, I contacted support. Over the course of more than 3 hours, I was passed between nine different agents, all of whom had me repeat the exact same troubleshooting steps, including power cycling, reinstalling the app, checking the Wi-Fi, and reinstalling the drivers, despite me explaining repeatedly that I had already tried everything.They kept attempting to blame the issue on hardware or my connection, rather than acknowledging it was a software/cartridge compatibility issue caused by the update. Not one of them honored my request to escalate to a supervisor, they just handed me off to the next agent in a ********* is the list of agents I spoke with:1.***** ***** 2.***** 3.**** 4.Kacey 5.****** 6.***** 7.Aishwarya 8.9.***** ***** 10. ***** (Employee ID: ********************, the 10th agent, finally admitted this was a known compatibility issue between HP cartridges and the latest MacOS. He promised a new set of cartridges, claiming they were compatible with the update and would be delivered within 34 business days. It has now been over a week, and I have received nothing.This is unacceptable. ** failed to disclose that their cartridges are not compatible with the latest Mac system, refused to escalate the issue when asked, and wasted my time with a repetitive script while gaslighting me about the cause.HP Case Number: ********* Name: ****** ***** Email: ********************** Phone: ************ Location: *********, **
Business Response
Date: 06/30/2025
** apologizes for the poor communication and service with customer's previous Cases. An HP Escalations Case Manager has been assigned to new Escalated Case ********** to better address the customer's concerns. The customer should be contacted within 2-3 business days.
Regards,*******
Initial Complaint
Date:06/25/2025
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 a high-end HP PC (approx. $4,000) for professional use. The unit has had persistent issues that ** has failed to resolve, despite multiple repair attempts.I completed two remote support sessions, each lasting several hours, and the issue was not resolved.A supervisor escalated the case and approved shipment for in-person repair.The PC was sent and returned after over a week with the same issue unresolved.I shipped it back a second time, and ** has now stated the required part is on backorder with an estimated return time of over two months.I have left multiple voice messages and emails for the supervisor and have been ignored.This delay is unreasonable, and HPs warranty states that service will be completed in a commercially reasonable time. I use this PC for work and cannot wait over 60 days without a functioning PC. I am requesting either:An immediate replacement unit of equal or better specifications, or A full refund of the purchase price.If this issue is not resolved promptly, I will pursue further action through the ************************ (***) and other applicable channels.
Business Response
Date: 06/27/2025
An HP Escalations Case Manager is currently working with the customer towards a resolution, reference active Escalated Case **********.
Regards, ******.
Customer Answer
Date: 06/27/2025

Complaint: 23520143

I am rejecting this response because:

Thank you for the response. However, I must clarify that the escalated case referenced (Case #**********) has already been mishandled and ignored by **.

I have repeatedly contacted the assigned supervisor via email and phone, and she has not returned a single message or voicemail. This lack of communication has gone on for a week, and meanwhile ** has extended my estimated repair timeline to two months.
I purchased this system for $4,000 and rely on it for my personal and professional work. ** has failed to honor its own warranty language, which promises repairs within a commercially reasonable time. Three failed repair attempts followed by a two-month delay to source parts is not reasonable by any legal or consumer standard.

If ** is unwilling to fulfill its warranty obligations by offering an immediate replacement or full refund, I will proceed with legal action through California small claims court. I am fully prepared to file against ******* and seek recovery for the defective product and breach of warranty.

Please escalate this case to a new case manager or someone in Executive Relations who is willing to respond and resolve this immediately. I will not accept continued silence or delays while my case is falsely marked as being worked on.

Sincerely,
***** *****
Business Response
Date: 07/03/2025
** apologizes for the poor communication and service with this Case. ************* has been alerted to review your Case for possible corrective action and/or training opportunities. Customers comments from this ******************** complaint have been documented and Case Manager alerted to contact the customer as soon as possible in regards to active Escalated Case #**********.
Regards,******.
Initial Complaint
Date:06/25/2025
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.
We purchased an HP laptop that stopped working. The laptop is still under manufacturer warranty and we would like it repaired. ** makes it completely impossible to speak with someone and get a resolution. Their chat system takes hours, and then times out. We just want our laptop repaired.
Business Response
Date: 06/27/2025
** acknowledges the customer's experience, but we need more information to proceed with assistance. Please provide current mailing address,HP product serial number, and any related HP Case numbers so that we can further assist with your issue.
Please note: Serial number is 10 digits, letter number combination, no dashes or spaces; usually located on the back of the laptop near the bar code.
Regards,******.
Customer Answer
Date: 06/27/2025

Complaint: 23519780

The serial number for the device is **********
mailing address is *************************************

A customer service phone number appears to be non-existent. All we get are options to chat.
Business Response
Date: 07/03/2025
** appreciates the customer providing contact information. An HP Escalations Case Manager has been assigned to new Escalated Case ********** to address the customer's concerns. The customer should be contacted within 2-3 business days.
Regards, ******.
Customer Answer
Date: 07/15/2025

Complaint: 23519780

I am rejecting this response because: I have been unable to speak with a representative and to get help with our computer problem. I was told via email that ***** with consumer escalations would contact me yesterday, July 14th @ 5pm and attempt to troubleshoot. I received no call, and have not received a response to the email I sent.

Sincerely,

***** *******
Business Response
Date: 07/24/2025
** apologizes for the poor communication and service with this Case. ************* has been alerted to review the Case for possible corrective action and/or training opportunities. On July 22nd, customer responded by email to inform that the issue was resolved without Case Manager's assistance.
Reference Case **********.
Regards,******.
Customer Answer
Date: 07/29/2025

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:06/25/2025
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.
This situation began in March 2025 when I purchased an All-in-One printer from **, which included a printer and ink service for a monthly fee of $20. When the first printer was delivered, ** encountered issues getting it to work in my home. They suggested sending a replacement printer while I returned the original one. I agreed to this plan. When the new printer arrived, I called ** to inform them that the original printer was now functioning properly and that I no longer needed the new printer. They instructed me to return the new printer, which I did. However, I am still waiting for credits for the wasted printing and for the cancellation fees.
Business Response
Date: 06/26/2025
An HP All-in-Plan (AIP) Case Manager has been assigned new Escalated Case ********** to address the customer's concerns. The Customer should be contacted within 2-3 business days.
Regards, *******
Initial Complaint
Date:06/24/2025
Type:Billing 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.
06/24/25-I tried to use my HP Envy 6000 series printer to print off my son's disability information and all I could print was a rejection. The rejection said it's a cartridge or account issue. I don't have an account and I've been using the same generic brand (Onn) cartridges just fine.
Business Response
Date: 06/26/2025
An HP Escalations Case Manager has been assigned to new Escalated Case ********** to address the customer's concerns. The customer should be contacted within 2-3 business days.
Regards, ******.
Customer Answer
Date: 06/27/2025

Complaint: 23514682

I am rejecting this response because: **** the representative at ************** Ext#****** Complaint#**********. **** was saying that on the website it says it's preferred to use HP ink cartridges. I said, but it does not say it's mandatory because it is. I told **** I've been using this ink ever since I bought my printer (prob about a year ago) and I never received a notice saying anything was changing. I even asked him if the manufacturer I buy from was even notified or not? He didn't have an answer except everyone knows you need to use **. Isn't it illegal to force people to use only your product when there are alternatives? It's like if you went to CVS to see a physician, then being required to use their pharmacy.

Sincerely,

******* ***********
Business Response
Date: 07/03/2025
** is aware that Customer disagrees with our security measures that display an error when using non-HP ink cartridges. The reason this was implemented was because for many years the ink being used in the 3rd party ink cartridges were damaging HP printers, causing clogs and leakages due to the lack of consistency of the ink and resulting in printers being replaced due to the damage. ** took measures to protect the printers from being prematurely damaged and protect the integrity of its products.
Regards, *******
Customer Answer
Date: 07/08/2025

Complaint: 23514682

I am rejecting this response because: This is all about money and selling their own product. I would like to see all the reports from these machines being damaged.... People should have a choice with a warning, instead of no choice.

Sincerely,

******* ***********
Business Response
Date: 07/24/2025
Beyond the 3rd party ink cartridges using potentially harmful ink, ** has confirmed third-party cartridges with reprogrammable chips can be used to inject malware into printer and compromise networks. ** has released a security alert and updated printer firmware to address the problem. This is a growing concern for all printer manufacturers, not just **
Regards, *******
Customer Answer
Date: 08/03/2025

Complaint: 23514682

I am rejecting this response because: That's just an excuse. If it was a real issue the makers of 3rd party inks would not be selling any product.

Sincerely,

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

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HP Incorporated is NOT a BBB Accredited Business.