Business Profile

Network Computers

HP Incorporated

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Complaints

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

Customer Complaints Summary

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

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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:01/26/2024
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.
1/13/24 I contacted HP support chat to obtain help with my HP Tango X series printer. I received an error message when trying to connect my printer to my computer. The online chat agent asked if he could get my name and phone number for one of their IT specialists to call me. I received a phone call from the IT support specialist approximately 5 minutes later. He requested permission to remote access my computer. I gave him permission. He then proceeded to show me how many "processes" were running in the background of my computer. He then showed me the "foreign processes" that were running in the background of my computer. He stated "this is why you can't reinstall your printer. We need to eliminate these foreign processes." He then proceeded to "check with their security partners" on how we could eliminate the "foreign processes." He told me that we could install a security system onto my computer for $299 and that would allow me to reinstall my printer. I told him no thank you. He then proceeded to end the call and exit out from my computer. I am very concerned about the bait and switch practice this company tried to use.
Business Response
Date: 01/29/2024
HP case manager has been assigned the New case 5118749579. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Initial Complaint
Date:01/25/2024
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.
I purchased a new HP Printer in September 2023. The printer came with six months of free ink. I completed the set-up that provided the free ink (September 2023) and it stated I could cancel at any time prior to the six months, and I would not be charged. However, in November 2023 I realized I had not received any ink cartridges. I called HP and was informed I would not receive any ink cartridges until I use the ink cartridges that were initially sent to me in September 2023. I explained to the rep, that information was never stated or explained. I requested for my Free Ink account to be canceled. The rep stated he needed my credit card number and I explained to him I did not have it. However, I expressly told the rep I wanted my account cancelled. Fast forward to 01/23/2024. I called HP because I received a message on my printer that I was not able to print due to an issue with my HP Print account. I was a bit perplexed, since my HP account should not stop me from printing (anyone who has an HP product has an HP account). I called HP and was informed I would need to speak to the HP Instant Ink department. Their office was closed, so I called back on 01/24/2024. I was informed my HP Instant Ink account was suspended due to non-payment. I explained to the rep, I had cancelled in November 2023. I was informed by the rep the account was not cancelled and I owe $29.89 for the past due amount due to printing 700+ pages. I explained I have not received any ink cartridges from HP since September 2023 and the ink that was provided to me was free ink, due to having six months of free ink. The rep stated she can cancel my account, but I would still owe for the past amongst. I explained I wanted to speak to a supervisor. After about 5 minutes a supervisor came on the line, and she repeated what the rep stated. I was informed a message would be sent to the escalations department and someone will get back to me. To date no one has responded to me from HP.
Business Response
Date: 01/26/2024
HP Instant Ink case manager has been assigned the New case 5118618401. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Initial Complaint
Date:01/25/2024
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 been trying repeatedly to contact HP to inform them that there are serious issues with QBS LLC, the consultant that HP referred us to when we had problems with a new HP printer that we discovered was defective. I want HP to know that the consultant never sent a receipt for work done and refuses to return money we paid for a years worth of protection, even though the printer was never used and had to be returned. However, my efforts to notify the company of this problem with their designated consulting firm have cost me hours on the phone. Ive been given wrong numbers, been forwarded to wrong departments, and cut off just during transfers. These are all absolutely unacceptable business practices.
Business Response
Date: 01/25/2024
HP Case manager has been assigned the New case 5118583035. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Initial Complaint
Date:01/24/2024
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 my HP laptop (SN CND2291RBY, Repair Order BVJX332801 ) for in depot warranty repair in Dec 2023, and I received the confirmation Email from HP on Dec 22nd, 2023 that such unit was received by HP and repair was in process.However, after ONE month wait, I still have NOT got my laptop back from HP.When I contacted HP customer service twice on Jan 22 and Jan 24, ****, HP customer service claimed that I sent in a unit with another SN (CND2291LX3 ). I am attaching the email printout as the proof showing HP received my HP laptop Also, even HP claimed that I sent in a wrong unit for repair, HP WOULD NOT ship back the unit in question to me. No matter what unit HP received, HP is holding my laptop, my property WITHOUT any legal grounding. THIS is steal and robbery of my property.
Business Response
Date: 01/25/2024
HP Case manager has been assigned the New case 5118585352. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Initial Complaint
Date:01/24/2024
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 demand a refund and a cancellation without penalty for a service that does not do what it purports to do. The representatives are rude, unhelpful, and do not know how to speak English when assistance is needed.
Business Response
Date: 01/25/2024
HP case manager has been assigned the New case 5118561677. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Customer Answer
Date: 01/25/2024

Complaint: 21194731

I am rejecting this response because the company has not fulfilled their promises. I am within a few weeks of paying for a serving I am not receiving.
They have been closed when I called for printer guidance.
They have had very rude representatives who do not know how to assist. The First **** was awful. Others who heard the call on speaker exclaimed how rude she was yesterday, ***** could not assist without trying to sell me something else into not need then he exclaimed, You are in a contract! I never signed papers for a contract and I do not appreciate being duped!
They continue trying to turn a help call into a sales call.
I demand a refund and immediate cancellation of this strange program that is now wanting me to pay for this weird service via PayPal. I do not use PayPall!

A refund or a dispute with my card company is are the only potential outcomes
There is no need to call to try to have someone who speaks no English not take no for an answer. Email me a response once my credit and complete cancellation have been processed!
AGAIN, cancel this and refund all money paid agreeing to never charge my **************** again.

Sincerely,

***************************
Business Response
Date: 01/25/2024
HP case manager has been assigned the case and will contact the customer via phone/email within 1-2 days.
Regards, HP Inc.
Customer Answer
Date: 01/25/2024

Complaint: 21194731

I am rejecting this response because: prior to prematurely closing the case I am seeking notification unwitting that my card will not be charged again and that I will receive a full refund.

***************************
Business Response
Date: 01/30/2024
HP Case - 5118561677
Case manager called customer back
left voicemail
agreement cancelled
Jan 29 **** 13:33:31
Regards, HP Inc.
Initial Complaint
Date:01/24/2024
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 advertises a coupon for a carepack. I enter the coupon to get a warranty and it says the promo does not exist. I have proof that the carepack coupon HPSA33 should work. I keep getting popup ads on my computer to buy this warranty at steep discount. I would like the discount applied on a warranty that I'm ready to purchase.
Business Response
Date: 01/24/2024
Hello, HP shopping rep. will contact the customer within 1-2 business days.
Regards, HP inc.
Customer Answer
Date: 01/29/2024

Complaint: 21190509

I am rejecting this response because:false advertising. Manager acts like I'm computer illiterate. I see care packs that fit my serial # on hp. He says they're not compatible and no such coupon codes. Coupon codes show on official hp app. He's having me buy from other vendors.

Sincerely,

*******************************
Business Response
Date: 01/30/2024
HP shopping rep. contacted the customer
CX reported to the ******************** that he received a pop-up ad for a coupon to use and get a discount on a care pack and the coupon will not work.CX has an HP model- Victus by HP 15L Gaming Desktop TG02-1051 Bundle PC (8V7F0AA) that he purchased via 3rd party through a place called ************* We discovered that HP does offer care packs for the CXs model,just not on HPs website. CX has to go through third parties to get the care pack. Emailed CX the link to the 3rd party that he has to order his care pack from and emailed CX the link for his care pack. Issue resolved.
Resolution: For CXs specific model of Victus, his care pack is available on a third-party website.

***********************************************************************************************
Regards, HP Inc

Initial Complaint

Date:01/23/2024

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 purchase a Care Pack protection plan with my HP laptop the warranty information is listed below. This warranty covered spills, theft, etc. I had an issue with the laptop in regards to a spill. The laptop was send back to HP for repair and was received in their facility on 1/10/2024. After not hearing anything from HP I contacted them 1/20/24. I was told at this time that the parts were more expensive than the cost of the laptop, I then asked if they were going to replace it I was told someone would get back to me 1/22/24. no one got back to me so, I called again 1/22/2024 was transferred to four different departments, was hung up on once, I again called back and was told that a case manager would call me 1/23/24. No one called I called them 1/23/24 at 5pm and was told that a case manager was not even assigned to my case ( **********) yet, I am trying to get an answer of if they are going to replace the unit or give me the prorated amount for my laptop. Care Pack SKU: HP 3y ADP Pickup Return Consumer NB SVC Care Pack Serial Number: *********** Email ID: ************************* Hardware Product Number: 18B32AV Hardware Serial Number: ********** Warranty Start Date: 1/29/2021 Warranty End Date: 1/28/2024

Business Response

Date: 01/24/2024

HP Case manager has been assigned the case 5118356771. The case manager will contact the customer regarding options available.

Regards, HP Inc.

Customer Answer

Date: 01/25/2024

Complaint: 21189123

I am rejecting this response because: I have been told for the last 3 days that a case manager would contact me and no call or update. Please provide name and number of case manager that is handling my inquiry

Sincerely,

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

Business Response

Date: 08/19/2024

Ref: **********. HP contacted the customer, April, to confirm her Carepack warranty coverage and apologized for the delay. The agent then ordered a replacement unit for her and expedited the shipping. ***** confirmed that she received the replacement and instructed the agent to proceed with closing the case. She expressed satisfaction with the resolution, and the case was officially closed on March 6, 2024.

Initial Complaint
Date:01/22/2024
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.
12/01/2023 purchased laptop as Xmas gift, son opened on 12/25/2023 and laptop would not load Windows and made laptop inoperable. Noticed that warranty was still in effect, so took it to authorized HP dealer (Best Buy) who stated they do not honor HP's warranty. Called HP and was informed that the software is not covered the warranty. Since laptop would not load up windows, tech **** could not assist me to make recovery disk, forced to purchased Recovery disk for $31.88 and upon use, recovery disk failed to perform. HP is sending box for me to return laptop but informing me that I may have to repair for repairs. This laptop was a lemon when it left the factory and was not tested. Latest Recovery says: Your pc/device needs to be repaired, boot configuration data file doesn't contain valid information for an operating system.... HP installed this defective software on their product on this laptop which made it inoperable and no one failed to do a quality check on it to insure that it was operating properly. No quality control on this one. This laptop was a lemon when it left the factory.
Business Response
Date: 01/23/2024
HP case manager has been assigned the new case 5118422584. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Initial Complaint
Date:01/21/2024
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 recently sent in my HP laptop for warranty service regarding issues with the keyboard, mouse, etc. Prior to sending, I also asked if they could quote fixing a crack in the screen, in which I was informed by a rep that it would cost $300 to replace, since accidental damage was not covered under my warranty. I did agree to send in my laptop and within about a week or so later, I received an email from HP that in order to fix the crack that it would now be $612. I called and requested to speak with supervisor, informing them that the price of $612 was not what I was originally quoted. I was told there was nothing they could do, despite there were notes/call record of the quote. I then informed them I would let them know at another time if I wanted to proceed with the repair. After a week or so later, I called customer service to let them know that I was declining to have the crack fixed but that I did want to proceed with the other warranty related services that were covered. I was then told by ******* that without fixing the computer, they could not make the repairs because the computer wouldn't work otherwise. I stated that the computer when last in my possession did work despite the crack as I had photos, in which I was then told that an escalation specialist would contact me. A week later I was contacted by ****************, who stated that now the computer did work but if I did not have the crack repaired it would void my warranty and the other repairs would not be made. I insisted over the phone and through email that he show me where this was in the warranty terms, in which I was presented nothing and he stopped responding to my emails. HP also refused to refund my warranty amount paid, which was now useless unless I had the crack fixed by them; the warranty would also be void if fixed by someone else too. In turn, I feel lied to, scammed and misled. I desire my screen repaired at the originally quoted cost, including that the other repairs under warranty be made.
Business Response
Date: 01/22/2024
HP case manager has been assigned the New case 5118346990. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Initial Complaint
Date:01/18/2024
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.
This company is a scam. They took my printer hostage in the past two years 4 times due to payment methods and escalated charges in wich it was uunknown what the charges and the shut down of my own printer which I bought separately. I canceled today 1/17/2024 they stated I would be billed up to the billing cycle 30 days. They transfer and transfer askingbthe same questions. To 35 minutes to get to the right department. That is a scam within itself. ** wants you to wait and wait ****** will just give up. Spoke to a supervisor another 30 min and there is a billing problem which I found because I couldn't print a document. The supervisor stated he had a boss but not there and would have to send an email for " them" to contact me. I have been a member for two years and absolutely understand why all the complaints at most are the sa**** declare that a multi billion dollar company would refund me at least my last year of expenses since this is the third time.Aparantly, it's due to a credit card change. No emails no calls. You have to dig further to actually see what the issue is. They should be shut down and I am a business owner and can't print documents today!!!!! I have to go purchase cartridges at ***** now.More monet HP owes **** was told I would get a call shortly and guarantee it doesn't happen. I will absolutely escalate my concerns much higher than the BBB today.I suggest HP contact me at once and tell me its canceled, they are dislocated from my printer and that I get every oenny that I deserve.Don't even get me started with the paper issue. I don't have time for that.
Business Response
Date: 01/18/2024
HP Instant Ink case manager has been assigned the New case 5118181814. The customer will be contacted within 1-2 business days.
Regards, HP Inc.

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HP Incorporated is NOT a BBB Accredited Business.