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.
889 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:01/17/2024
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.
My HP8620 printer said I needed new cartridges. Took them out and bought replacements for ******. Even the the black 951xl seemed like it was pretty full and heavy. Put in the new cartridges and the printer keeps saying something is wrong with the Cyan cartridge. Cleaned the connection points , took it out and put it back in several times. Now I have new cartridges I can't use and a printer that still doesnt work. Your website is all about new sales , but lacking in getting thru to someone to problem solve. I could have bought a whole new printer with ink for what I spent on this fiasco. I work warranty customer service for a large company and we don't jerk our customers around this way. I give out free product all day long. I have always bought HP , but no more. I'm a senior citizen and I can't afford to waste ******. This weekend I will be buying a new printer and it will not be an HP. I would like my ****** back . I will be happy to return your useless product.
Business Response
Date: 01/17/2024
HP case manager has been assigned the New case 5118134551. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Initial Complaint
Date:01/17/2024
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 a HP laser jet color M283cdw from ****** and it does not function as advertised. 1) cartridge yield is about 10% of what is promised 2) printing The cartridges are not available where the printer is sold 3) printer cartridges are not available at major retailers 4) printer cartridges are not available on amazon 5) HP's subscription service charges a monthly fee but doesn't ship the ink. 6) HP has decided to steal from their customers by forcing them to use HP branded *** (which is almost unattainable) and blocking generic equivalent cartridges. 7) This combination of facts makes the printer unuseable First the ***luded cartridges only printed about 200 pages, I spend more the price of the printer on HP brand replacement cartridges that advertised they would print **** pages. They only printed about 600 pages before being empty These ran out of ink when I needed to print something for a business trip, I rushed out to purchase ink from a local store. The printer requires 4 cartridges, I went to 3 staples locations, 2 best buys, and ****** and could not purchase a complete set between them. I went to HP's web site they did not have a complete set of cartridges available either. I went to amazon.com and found that HP brand cartridges were not available but, there were some generic cartridges available. I ordered and installed them, they worked for awhile but then the printer locked them out, because they were not "hp brand" This new locked out thing started today and Now I have $200 worth of *** I can't use and I am leaving for a trip in the morning
Business Response
Date: 01/17/2024
HP case manager has been assigned the New case 5118133284. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Initial Complaint
Date:01/17/2024
Type:Order 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 cancelled my HP Instant Ink account for my HP ****************************** printer and purchased a printer cartridge from Amazon. However, the printer remains locked by HP Instant Ink and will not print with the purchased ink cartridge. I called HP Support and they would not address the problem unless I paid them $20. Since I have cancelled HP Instant *** and purchased a new cartridge, HP should unlock my printer without additional charges.
Business Response
Date: 01/17/2024
HP Case manager has been assigned the case 5118132956. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Customer Answer
Date: 01/19/2024

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:01/17/2024
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.
Refund for Warranty payment not used.
Business Response
Date: 01/17/2024
HP Case manager has been assigned the New case 5118129250. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Initial Complaint
Date:01/17/2024
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 ordered an HP laptop with a refundable extended warranty on 1/4/2021. After receiving the laptop, I contacted HP to cancel my extended warranty and obtain a refund. They told me that I had to wait for it to expire after 1/4/2024 and then I could get a refund if I didn't use the warranty. The only phone number I could find for HP today was their technical repair subscription line, so I called it. The first person who answered, *****, said she would transfer me to the dedicated team, but I got a message saying that they cannot take my call and I was disconnected. I called again and talked to someone named ***** who gave me the direct line. i called again, but the call was dropped without connecting. I tried 2 more times with the same result.
Business Response
Date: 01/17/2024
HP Rebate team has been sent the customer details. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Initial Complaint
Date:01/17/2024
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.
Purchased HP Envy **** Laptop 17-CW0000RCTO Base Model. Serial #**********. Order #H355544609 Delivered 11/25/23 for my grandson who is a teacher to use in his classroom to use PowerPoints, etc. 11/27/23 only black screen when powered on and took8 hours for screen to come on. Continued to show black screen when trying to power on and would take sometimes minutes and most of the time hours to come on. Called HP Support several time with tech remotely trying to fix it along with other suggested fixes each time I called with several case #s assigned. Not fixed. Sent in for repair12/12/23.Got computer back 12/27/23. Repair order said they updated BIOS, operating system reinstalled, performed extensive testing. Problem not fixed, same issue. Called customer support 12/28. Sent complaint to Case Escalation Mgr. Was sent email from "Janilyne" stating she had called my #************. Did not receive any call. Email said I would receive phone call at 12:30 today 1/5/24. No phone call. Attempts to call her# ************************ goes unanswered saying agent unavailable. Requesting exact replacement PROMPTLY!
Business Response
Date: 01/17/2024
HP Case 5117274480
Jan.10th
The customer was contacted by the case manager
HE REPLACEMENT ***** HAS BEEN PLACED AS REQUESTED AND THE ***** NUMBER H357763677 HAS BEEN UPDATED.
Regards, HP Inc.
Initial Complaint
Date:01/17/2024
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 have paid ** since March 2022 in various amounts for their "HP Instant Ink" Program. I am charged for pages I use to print and ink is sent to me when I am "low". I have found that the price they charge for ink is unethical as the cartiage you get is smaller then ones you pay for in the store and you are paying for more with the program. They make it incredibly hard to try to cancel as there is no cancellation button within the website and when I tried to chat with someone and requested a refund, the chat went to service issues. Even though I have paid for the ink within the amount I have paid, they said that the ink will be shut off at the end of my term, again even though I have paid for it and I am forfeiting the pages I have that *** have roll ******* Again that I have already paid for. This business model is disgusting and I will be reporting it. The printer itself always has connectivity issues and prints poorly or is constantly jammed.
Business Response
Date: 01/17/2024
HP Case 5117583078, Jan. 8th
advised will send customer a set of complementary standard retail cartridges
customer accepted the offer
verify shipping address
Please allow 5 bus days for delivery
Order SO-110843495 BVLM3957-02
HP 63 Tri-color ink cartridge BVLM3957-01

HP 63 Black ink cartridge BVLM3957-02
Regards, HP Inc.

Initial Complaint

Date:01/17/2024

Type:Service or Repair Issues

Status:

Answered

Resolved:: The complainant verified the issue was resolved to their satisfaction.
Unresolved:: The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:: The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:: The business failed to respond to the dispute.
Unpursuable:: BBB is unable to locate the business.

I bought a HP printer had no proble with printing until I accepted an offer of Instant Ink One day I ran out of color so i purchased some at a retail store it was incompatible so I bought the Black and inserted that , Still incompatible.Called HP ;they said Icould only use II so I cancellled II . so i could use the ink I purchased ($70). Still wouldn't let me print. Called again and they offered to sell me another printer at a reduced price . Said my printer couldn't be rebooted to accept anything but II I told them I wanted the money I paid for the reg. HP cartridges since I can't returned them once opened.. I rread on line that they have pulled this c*** b/4. Fine them!!

Business Response

Date: 01/17/2024

HP Case manager has been assigned the New case 5118124976. The customer will be contacted within 1-2 business days.

Regards, HP Inc.

Customer Answer

Date: 01/29/2024

Complaint: 21103258

I am rejecting this response because:they have said they will contact me in 1- 2 days.Your letter was sent to me on the 1/22 . Today is the 29th and 7 days have past with no call and no email.

Sincerely,

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

Business Response

Date: 08/19/2024

Ref: **********. Customer ***** had an ********************** Ink subscription, which she canceled after purchasing ink from a retail store. However, when she tried to install the retail ink, her printer would not function. According to HP's terms for the Instant Ink subscription, the printer will only work with Instant Ink cartridges until the end of the current billing cycle. Although ***** canceled her subscription, she still had to wait until the end of the billing period to use the retail ink. When an HP agent contacted her after the billing cycle had concluded, ***** confirmed that the issue was resolved and that there was nothing wrong with her printer.

Initial Complaint
Date:01/17/2024
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.
Computer purchased may 24,2023. Problem on November 20,2023. Taken repeatedly to Staples for repair but problem persisted. HP made offer but never received it. Have tried numerous times to call but can't reach *** from escalation department. General HP phone number called and was promised a return call but never received it This happened numerous times . Have been without a computer for two months. Incurred a one hundred dollars bill from ******* wanting to make sure the problem wasn't my fault. Many hours spent in traveling to Staples for troubleshooting. Would appreciate any help. They have been contacted several times, December 27 or 28 and on January 9, ****. Was promised a return call but never received it.
Business Response
Date: 01/17/2024
HP Case 5116413834 open- The case manager is working with the customer on a resolution.
Regards, HP Inc.
Customer Answer
Date: 01/18/2024

Complaint: 21156774

I am rejecting this response because:I have waited for nearly two months for you to honor your warranty. You have repeatedly promised to respond within 24hours when I was finally able to reach you and you never called . I'm not sure you will come through this time. I have a faulty computer and a warranty and want an immediate resolution.

Sincerely,

***** Palmer
Business Response
Date: 01/24/2024
HP Case 5116413834 is open status, the case manager is working with the customer on a replacement options.
Regards, HP Inc.
Customer Answer
Date: 01/24/2024

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,

***** Palmer
Initial Complaint
Date:01/17/2024
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 a laptop from the ** store in May of 2023. It cost about 1700 dollars. I never received the laptop and when I called customer service they said I wasnt able to receive a refund. I filed a police report but that did nothing. I was basically robbed for 1700$ by ** and dont understand how they can get away with that. Thank you for listening.
Business Response
Date: 01/17/2024
Hello, ** shopping requires more information pertaining to the purchased product. Please provide the ** shopping order number and the police report as well. We will need the information to conduct an investigation on missing/lost products.
Regards, ** Inc.
Customer Answer
Date: 01/17/2024

Complaint: 21155983

I am rejecting this response because: I never received the item I payed for. My order number is H354367297 and the police report number is RPD23-035736 made by officer ******. Thank you.

Sincerely,

*****************************
Business Response
Date: 01/24/2024
HP shopping has assigned a escalations case manager to the case. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Customer Answer
Date: 01/25/2024

Complaint: 21155983

I am rejecting this response because:
They are not offering a refund or product replacement for a laptop that was paid for by me and was never delivered. Basically stole almost $1700 dollars from me and gave me nothing.
Sincerely,

*****************************
Business Response
Date: 01/30/2024
HP shopping rep. contacted the customer -
Contacted Customer and he explained to me that during the time order delivery timeframe, CX was in jail. Then CX called to report his order was not received and file a claim after he got out of jail. Educated CX that on 10/11/2023 the notes on his order stated: Sorry, this is too old. We cant take a return for this order. On 10/18/2023 notes state: We are unable to proceed with desired resolution even if a Police Report is filed. We must stick with our Policy. All claims must be reported within 10 days from delivery date or last scan of tracking. HP has educated the CX that HP is sticking to its policy of all claims must be made within 10 days of delivery. Claims received after this point may be denied by HP. Issue resolved.

Resolution: All claims must be made within 10 days of delivery.CXs claim is denied.
Regards, HP Shopping
Customer Answer
Date: 01/31/2024

Complaint: 21155983

I am rejecting this response because: *********** states that they cant issue a refund due to their policy stating that they cant help you after 10 days after the delivery but it was never delivered to me. Either the delivery driver stole it or they just gave it to a random person. It was never delivered. It was supposed to be delivered next day shipping and wasnt shipped out for over thirty days, then given to a random person or the delivery driver stole it. HP took almost 1700$ dollars from me and delivered nothing. Legally I deserve a refund or the product I paid for at the very least.
Thank you for listening.

Sincerely,

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

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HP Incorporated is NOT a BBB Accredited Business.