Business Profile

Network Computers

HP Incorporated

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Network Computers.

Complaints

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

Customer Complaints Summary

2,388 total complaints in the last 3 years.
885 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:01/03/2024
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 printer was working fine. After an update, the printer will no longer work. Tech support is not available and keeps telling me to call back after a later time. Online research shows that many people are going through the same problem. I have the hp ****
Business Response
Date: 01/04/2024
HP Case manager has been assigned the New case 5117383273. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Customer Answer
Date: 01/22/2024

Complaint: 21059476

I am rejecting this response because: HP offered a coupon and is not sending it. I still do not have it.

Sincerely,

Engin Ozay
Business Response
Date: 01/24/2024
HP Case manager sent the Coupon code via email to the customer -Jan *******
Regards, HP Inc.
Initial Complaint
Date:01/03/2024
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.
I purchased an OfficeJet ****e printer. The printer refuses to let me use non-HP ink cartriges. My older HP printer did not have this problem. It is like they are monopalizing ************** for use in their printers. I should be able to use aftermarket or refilled ink cartriges, and HP's software is refusing me the ability to do so. Once I pay money for a printer I should be able to decide where I get my ink cartridges. Who can this business practice be fair?Furthermore, HP is making me set up HP Smart and an HP+ account and continually harassing me with emails to sign up for their ink subscription. I just want the printer drivers to set the printer up via USB. Why do I have to be connected to the intermet for HP to continually monitor my printer useage? Numerous calls to customer service have not resolved the issue. They just tell me to use HP Smart and purchase genuine HP ink cartriges. They are backing customers into a corner to hemorrhage monet on ink. I just need help getting drivers that will let me use aftermarket ink.
Business Response
Date: 01/04/2024
HP case manager has been assigned the New case 5117383584. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Initial Complaint
Date:01/03/2024
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.
Purchased HP ENVY x360 **** inch 2-in-1 PC Laptop, from hp.com store on Feb 23, 2023 for $952.29. The laptop came with 1 year warranty. However, I noticed software issues preventing the touch screen from working and contacted customer support on April 15 and was told to purchase an additional premium accidental damage warranty for $142.03 on Apr 20. Issue was resolved by customer support sending flash drive with original firmware. Aug 28 I contacted customer support again because laptop had auto-updated to new software and touchscreen stopped working again. I was told to go through various software tests for weeks through multiple case numbers even though customer service was informed of the issue being the exact same as before and that I had an accidental damage warranty. Eventually, customer support sent another flash drive with original firmware on Sep 18. However, booting with this drive fully broke the laptops software. Stayed on-line with customer support until midnight trying to fix the machine, with no resolution. Sep 19 went to Best Buy to get device repaired. Best Buy fixed the software but couldnt fix the touchscreen or get the microphone or camera working. HP agreed to reimburse the cost of the Best Buy repair ($194.59), send a $59.82 HP gift card to reimburse the price of the Uber to Best buy, and sent a box to mail-in the device for repair. HP created the service order on Sep 20, has had the laptop for 14 weeks, and has continuously delayed the repair. I contacted HP for a loaner laptop on Oct 30. I eventually received the loaner laptop on Nov 10. The loaner unit has less than a tenth of the power of my premium machine, barely functions, and is in no way capable of handling my workload. The market price of the loaner machine is around $100, as a replacement to my $952.29 machine. When I informed HP of the loaner machines inadequacy, I received no response. My product id is ******* and my serial # is **********.
Business Response
Date: 01/04/2024
HP Executive escalations case manager is working on the New case 5117333557. 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:01/03/2024
Type:Billing 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 been a member of Smart Friends for over five years. I updated my credit card info on their site, and they still canceled my account.
Business Response
Date: 01/04/2024
HP Case manager is working with the customer on a resolution. Case ********** is open status.
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:01/03/2024
Type:Order 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.
Never Received my Ring Doorbell as Promised. Please see attachment for **** from Ring, Always Home Doorbell. Please contact me at **************. Thank you. Please send the Ring Doorbell out today. Thank you. Please see ********* response to ***** Ring door 2 and employee promised Ring Doorbell 4. I just need one of the other to be sent immediatley. Thank you as promised.
Business Response
Date: 01/04/2024
Hello, The consumer complaint is not for a HP product. The complaint has nothing to do with HP.
Regards, HP Inc.
Customer Answer
Date: 01/25/2024

Complaint: 21055085

I am rejecting this response because HP never sent my HP ENVY All-in-One 34-c0340t, that was promised by *********************** their Escalation manager. Here are the details:
HP ENVY All-in-One 34-c0340t
Windows 11 Professional High End
Intel Core i9-11900 (2.5 GHz up to 5.2 GHz, 16 MB L3 cache, 8 cores)
128 GB DDR4-2666 MHz RAM (4 x 32 GB)
2 TB PCIe NVMe TLC M.2 SSD
2TB PCIe NVMe TLC M.2 SSD
NVIDIA GeForce RTX 3080 (8 GB GDDR6X dedicated) with *** Display Connectors: HDMI*1, DP*2
Realtek Wi-Fi 6 (2x2) and Bluetooth 5.2 combo ************************ rate)
Microsoft Office 2021 Professional - Save 10%
Adobe Creative Cloud All App 1 year - Save $89.99 instantly
Adobe 1 month trial
McAfee LiveSafe 36 months - Save 40.7%
HP 915 Black Wireless Keyboard and Mouse combo
HP ENVY 34 inch All-in-One Desktop PC
BU ICTO Envy 34-c0 34
CKIT HP W/K HP ENVY 21C2 US
HP 16MP USB Dual mic+IR Webcam DIB
86.36 cm (34") diagonal, WUHD (5120 x 2160), IPS,three-sided micro-edge, anti-reflection, 500 nits, 98% DCI-P3
OSLOC US
330 W 80 Plus Platinum certified power supply
Turbo Silver
Sincerely,

***************************
Business Response
Date: 01/30/2024
HP has assigned a case manager to contact the customer within 1-2 business days. Case 5118825419.
Regards, HP Inc.
Customer Answer
Date: 02/02/2024

Complaint: 21055085

I am rejecting this response because: I spoke with ****** from Hp last night at 6:46 pm for 4 minutes. He was reading someone else note and had no proof to offer any of his false claims. i requested All the proof in writing for all his accusations.
Again, i was a part of all the conversations and proof was Never given in real time like my audio recording. There is no way to misinterpret anyone. *********************** repeated herself constantly that i could choose any one of the computers and i did.
Now, i would like my HP ENVY All-in-One 34-c0340t immediately or return all my HP products due to fraudulent Conduct by HP representatives as i stated via telephone on last night. Please bring legal actions against Hp for not honoring their agreement. No one should be subjected to this type of misconduct.
I look forward to hearing back immediately.
sincerely,

***************************
Initial Complaint
Date:01/03/2024
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.
The offer promises 9 months of free ink. They never mention you have to have wi fi in order to get it. Not only that but you have to have wi fi just to use the printer even if you use the usb cable to connect it to your device. It is set up to waste ink and paper. I spent over 8 hours with tech support who remote accessed my device and permanently damaged it. With help from my internet service provider i was able to use if i hooked my cable up and used the hot spot connection which slowed my computer and printing scanning & copying down to a crawl if it worked at all. Now the printer will not work at all even with the usb my laptop is still compromised i can't get my free ink nor the free paper offer unless it is able to log on with a wi fi which i don't have. It isn't like i can take my printer into town to get access to wi fi and not being able to use the printer at all now even after trying to work with support again who again wanted to remote access my devices. The ad was misleading the scam with the free ink and the fact it won't work off line at all is never mentions No results found for can you use the ** ****e print trio "off line".Suggestions: Make sure all words are spelled correctly. Try different keywords. Try more general keywords. Try fewer keywords. Searches related to can you use the ** ****e print trio "off line"
Business Response
Date: 01/04/2024
HP Case manager has been assigned the New case 5117382046. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Customer Answer
Date: 01/24/2024

Complaint: 21053520

I am rejecting this response because:

Sincerely,

*****************
Initial Complaint
Date:01/03/2024
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've bought 2 printers and both have broken within 10 times of using them. I called HP to delete my account, since I value my privacy and don't want my private information being stored by a company I no longer use. I spent many hours trying to get their indian call centers to delete my account, but they wouldn't. They transferred me to each other 11 times. They do not respect the privacy rights of Americans because "we are in *****, not America." -*****
Business Response
Date: 01/03/2024
HP Instant Ink case manager is working with the customer on a cancellation. Case ********** is open.
Regards, HP Inc.
Initial Complaint
Date:01/03/2024
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 changed my program without my permission. Made egregious ways to reset my program.Constantly uses cookies without my consent.I am 91 years old and I do not want their program to manage my computer.Their program for their printer constantly states low on ink, weeks after an ink refill was inserted.Their program for the printer makes many more copies than requested.At this point in my life I do not want to be micro-managed by this company.They want to manage my use, it is my paid for use.
Business Response
Date: 01/03/2024
HP case manager has been assigned the New case 5117342094. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Initial Complaint
Date:01/03/2024
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.
About three years ago I bought a printer. I signed up for HP Instant Ink free trial. There are several aspects of this trial that were not clear to me via confusing and misleading marketing language. I mistakenly believed that I would only be charged if *** was needed. "With HP Instant Ink, you will receive ink or toner when your printer runs low, not every month." Is one example of language they use. I was charged 6 dollars a month in addition to what I paid for the printer itself. The printer brok while it was still under warranty and I got an email that the connect with Instant ink was severed. I did not believe I was being charged. Not one single time did I ever receive ink. I realized about 2.5 years later that I was still paying for this service. I called to cancel and asked for a refund of all charges as the printer broke, the contract language was deceptive, and I never once made use of the service. My case was escalated to another department. That department called me 730 AM and said they would call one more time before closing the case. They provided a call back number. I called back that number and said I had time to resolve it now but the people at that number said they had no power to transfer my call to the necessary department creating a maddening loop of dead ends that seemed designed to get me to drop the case. The next day the person again called and closed the case when they couldnt reach me, despite the fact that I had called the day before. By separating departments, creating deceptive marketing, and making it difficult to get support HP Instant Ink creates a loop designed to get the customer to drop the claim.
Business Response
Date: 01/03/2024
HP Instant ink case manager has been working with the customer on a resolution. Case ********** is open.
Regards, HP Inc.
Initial Complaint
Date:01/02/2024
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.
My son stole my credit card and ordered multiple items from HP over black friday. After finding out several weeks later, I attempted to reach out to HP to return said items (unopened) and get my money back. After multiple attempts, I was told that they would waive their restocking fee on one item (a laptop) but not on a second item. This is simply unacceptable. The product is still in its box, unopened, and I simply want to return it and get all my money back.
Business Response
Date: 01/03/2024
HP Shopping customer escalation rep. has been assigned the case. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Customer Answer
Date: 01/25/2024

Better Business Bureau:

A customer relationship manager reached out shortly after I posted my complaint and after once again reviewing my unique situation he agreed to waive the fee in question. While the process to get here was rather frustrating, I'm very grateful that the issue was eventually resolved and the manager's compassion does indeed help repair my opinion of HP.

Sincerely,

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

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

HP Incorporated is NOT a BBB Accredited Business.