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.
889 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:12/08/2023
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 opened **** ************, ********** about 2 weeks ago for a defective HP E24u monitor. Everything was going well, but then a few days later someone from the email address **************************** who didn't even share his name, contacted me asking for a proof of purchase. I looked for it and finally found it and send a copy of my ******* receipt. However for some reason this unnamed/unknown person refused my proof of purchase because he said he couldn't find the order at *******.I am in ******, I don't know what system he is using, and with all due respect it is not my problem. All I know is I provided what he asked for, yet I am being DENIED my RIGHT to use my warranty. I spent 700$ on this product and I'm supposed to let him take away my rights? What did I do wrong? HP is not allowed to do this. I would like my monitor replaced ASAP. Otherwise I will be looking into legal action, such as with legal warranty laws in ******, ******, and I will also share this on social media.I hope you can help me.
Business Response
Date: 12/10/2023
HP case manager has been assigned the New case **********. The customer will be contacted within 1-2 business days.
Regards, HP Inc.

Initial Complaint

Date:12/08/2023

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 Tango Smart Wireless Printer from Amazon for $108.24 and purchased a protection plan on 3/28/2023. The printer stopped working with no warning 11/2023. I contacted HP support and they sent out a new cord and printer still not working. Contacted support again today, 12/7/2023, to let them know that it still is not working. Now they want to send me a refurbished printer although the printer that I bought was brand new and would not proceed without charging a $1 to my credit card. I also have to wait until 12/27 for free standard shipping or pay $10 for shipping. HP is a scam and their customer service is horrible! Why not send me a new printer, expedited, at no charge and lets move on. I will NEVER buy another HP product! Inconvenienced with a defective printer and I am paying the price for it!! Also, I purchased an extended warranty from Amazon- Asurion that they would not honor because it is still within the manufacturer warranty. Won't purchase another extended warranty because they are a SCAM as well!!!! I want a new printer sent expedited at no charge!!

Business Response

Date: 12/10/2023

HP case manager has been assigned the New case 5116223011. The customer will be contacted within 1-2 business days.

Regards, HP Inc.

Customer Answer

Date: 12/15/2023

Complaint: 20972449

I am rejecting this response because: I am waiting to see exactly what the case manager will do. I sent the requested information to the case manager and no other correspondence as of yet.

Sincerely,

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

Business Response

Date: 01/04/2024

HP Case manager is working with the customer on a resolution, Case ********** is open.

Regards, HP Inc.

Customer Answer

Date: 01/24/2024

Complaint: 20972449

I am rejecting this response because: the person assigned to this case never followed up with me after initial call. I sent the requested documentation and he never called back or emailed. No resolution!

Sincerely,

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

Business Response

Date: 01/24/2024

HP Case - 5116223011- case manager tried contacting the customer several times, via phone and email. The customer also has the case managers contact information.

Regards, HP Inc.

Customer Answer

Date: 01/24/2024

Complaint: 20972449

I am rejecting this response because: I have not been contacted several times and there is no resolution!

Sincerely,

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

Business Response

Date: 01/25/2024

HP Case 5116223011 - case manager sent a follow up email to the customer several times. No response.

Regards, HP Inc.

Customer Answer

Date: 01/25/2024

Complaint: 20972449

I am rejecting this response because: where are the emails sent. Ive attached the only correspondence *** received. I even reached out yesterday and still nothing. Ridiculous!!

Sincerely,

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

Business Response

Date: 01/30/2024

HP Case 5116223011- case manager sent several emails to the customer for contact, no response.

Regards, HP Inc.

Customer Answer

Date: 01/30/2024

Complaint: 20972449

I am rejecting this response because: please send the correspondence from the case manager. Or refund my money for the purchase price of the printer!

Sincerely,

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

Business Response

Date: 08/19/2024

Ref: ********** and **********.*******, the customer, is experiencing issues with her printer, which went out of warranty in March 2023. The agent made a one-time exception by sending her a power cord as a goodwill gesture, but she reported that it did not resolve the problem. The agent explained that no further assistance could be provided since the warranty had expired. ******* insisted that she was still under warranty, so the agent requested proof of purchase to verify the warranty start date and offered to assist further. However, the customer stopped responding. Despite three attempts by the agent to reach her, ******* did not reply, leading to the case being archived as per the standard process.

Customer Answer

Date: 08/19/2024

Complaint: 20972449

I am rejecting this response because:
I provided the documentation months ago

Sincerely,

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

Business Response

Date: 08/22/2024

HP apologizes for any confusion. Records indicate your HP Tango TH2BBC426C Amazon approx. date 3/28/2023, was sent *********** Cord BVJG586101 11/14/2023 noted didn't resolve issue case **********. You were then sent an exchange as new HP Tango TH12M64046 BVJT941301 12/07/2023 FedEx Trk# ************ Active Warranty 199 Days reference case **********. At the same time 12/07/2023, you spoke to Case Manager who offered $125.00 coupon with proof of purchase, you never responded, and case was closed 5116223011.

Regards, HP Inc.

Customer Answer

Date: 08/23/2024

Complaint: 20972449

I am rejecting this response because: I want case reopened and what I was promised by HP fulfilled.

Sincerely,

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

Business Response

Date: 08/29/2024

Case Manager sent ************** cord 12/7/2023, which didn't resolve issues with HP Tango TH2BBC426C. HP provided a replacement exchange HP Tango TH12M64046 BVJT941301 12/07/2023. Case Manager made several attempts reach Customer no response, and per standard process the case was archived.

Regards, HP Inc.

Initial Complaint
Date:12/08/2023
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 laprop over 2 years ago and have had it repaired/factory reset due to issues with the laptop failing to open up. It powers on, but the screen will not turn on. This is the 2nd hp laptop I have purchased in the last 5 years and they fail to operate because of issues like this. I can not afford to continue to bring back for repairs and the same results.I have owned many hp computers, laptops, and printers. But the last two purchased laptops have left me with a bad attitude about hp laptops.I have tried to reach out to hp with little response from them.If they really want their customers to be happy with their products, then they should have better customer service and a willingness to repair or replace their products at no cost to a customer. Spending over $200.00 to repair a laptop that costed over $400.00 is not worth it.I am requesting that hp replace my laptop, repairing it us a waste of time as it continues to be a problem.
Business Response
Date: 12/10/2023
HP case manager has been assigned the New case 5116222951. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Initial Complaint
Date:12/07/2023
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.
HP settled a purchase dispute with me by granting me $50 in HP Reward points (**** points). But when I tried to use them to purchase some paper, it would only allow me to use **** points ($37.98). I have emailed HP, sending them a screenshot showing I had **** points. I even sent back their own email stating I was granted **** points, but no response. Upon chatting with them on their website, their rep ******* chat session #*******) told me I only had **** points. AAAARRRRGGGGHHHH!!!! I just want them to refund me the $51.00 at this point. I am attaching the email from HP showing they settled for **** Reward points.
Business Response
Date: 12/10/2023
HP case manager has been assigned the case 5116222855. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Customer Answer
Date: 12/13/2023

Complaint: 20968638

I am rejecting this response because: contacting me is not the same as resolving the issue. I will not entertain a political game of cat and mouse. HP must act on my request for resolution. Until that is resolved, this will remain an open case.

Sincerely,

*****************************
Business Response
Date: 12/29/2023
HP Case - 5116222855
Provided Customer with $100 Gift Card, due to wrong expectations set with HP reward points.
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,

*****************************
Initial Complaint
Date:12/07/2023
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.
On two ocassions within the last 30 days i purchased an ** care pack. one 3 year care pack from the ** Desktop assistant that claims it was delivered to my email address but never arrived, and one post warranty 1 year that suffeered the same fate. i received my order confirmation, thank you for purchasing a care pack email but no registrastion information email. both orders show in my order history as delivered electronically but my warranty still shows expired. I have requested a refund of the 3 year care pack as the 30 day return period is approaching and no solution appears available. I will try to work with customer sales to see if the 1 year post warranty can be remedied
Business Response
Date: 12/10/2023
HP Store escalations case manager will contact the customer within 1-2 business days to confirm the details.
Regards, HP Inc.
Initial Complaint
Date:12/07/2023
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 a laptop from HP.com 12-8-20 with a 3 year accidental protection plan. I called support many times in 3 years. Support agent would say I have so many days left on my 3 year warranty at end of each call. I called HP yesterday 12-4-23 and told support I'm having mouse pad and battery issues. Support verified over live video that mousepad and battery need repaired and I had 5 days left on warranty. I'm currently traveling in and out of country and HP has no way to send return repair box. I asked for HP to please since we have verified the technical faults before the warranty has expired to allow an exception, really in "good faith", for me to be able to send in my laptop when I return into the country Jan. 15th. They said they will send me to HP ************* for further help. CS said now I have never had a 3 year warranty and that my "1 year manufacture warranty" expired 12-8-21 one year after my purchase????? I asked how is it I am speaking with support for 3 years and they tell me how many days I have left on my warranty and my account says I have the warranty, if I had no warranty? They said sorry, if it's not in our records at "*************", there is nothing we can do??? They created an escalation case which went nowhere.(I work under HIPAA and need time to remove data also and sign off.)So now I am further in the hole than when I first called in?So it's simple, they won't even honor the warranty I already had and even if I was in the country, it wouldn't make any difference.Where is my warranty?Why does it show on my account I have a warranty? (Its says expires in 5 days.)Technical support shows the warranty also.Why the big disconnect. I need please, for an HP Manager in the Resolutions team at the highest leverl to please call me regarding this situation for resolution. I've owned a business for 20 years and use HP all the time. I've never seen such disorganization and unprofessionalism.Sincerely,****
Business Response
Date: 12/10/2023
HP case manager contacted the customer and they are working on a resolution. Case 5116135120.
Regards, HP Inc.
Initial Complaint
Date:12/06/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order for a monitor on September 29, 2023. I paid $112.27 for it. On November 14, I opened a support case due to a defect in the monitor. HP opened a service order and sent me a box to return the monitor. I did so. The warranty claims I should expect a 5-day turnaround; HP does not even acknowledge that it has received my device, let alone fulfill the warranty replacement. I have reached out to customer support about ten times and gotten to answers. I would like a full refund for the price of the monitor.
Business Response
Date: 12/10/2023
HP Case manager has been working with the customer on a resolution buyback. Case 5115839867 is open.
Regards, HP Inc.
Customer Answer
Date: 12/13/2023

Complaint: 20956964

I am rejecting this response because: the case is still open, and has not yet been resolved.

Sincerely,

*****************************
Business Response
Date: 12/29/2023
HP Case 5115839867
NOTES:
***CHECK MONITORING***
check # **********
End of Day: 12/21/2023

-check receipt confirmation
Confirmed customer got the check and agreed to close the case - Verbal 6:45 AM 12/21/2023
Case Closure
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,

*****************************
Initial Complaint
Date:12/06/2023
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've been over charged by HP Insta Ink and the company refuses to continue my service without me paying more. I am beyond upset! I was not keeping track of the amounts I was being charged due to the plan which was $5.99 well little did I know I was being charged amounts of $60, $20, $30 over the course of 4 months and was unable to ********** recently and was wondering why not! So with the wonderful world of automatic withdraw payment options I did not catch this in time. I spoke to the supervisor and he told me he could refund my half of my money and restart the plan but I would still have to pay for the monthly plan before I could get my refund back! Well if thats the case I said put my refund on the account because I refuse to pay them any more of my money! They already have well over enough for at least a year and a have worth of monthly plans!!!! Then upon explaining that to the supervisor *****, he still tries to tell me that plan for the ink was cheaper than going to the store for purchase at this point I am just well over fed up with HP and their raggedy bleep equipment, fake subscriptions, make shift computers, poor response timing and customer service!!!!
Business Response
Date: 12/10/2023
HP Instant ink case manager has been assigned the New case 5116222531. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Initial Complaint
Date:12/04/2023
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 HP Tango X printer on May 9, 2022. The printer worked fine but I noticed the customer service seemed non-existent and did not know the printer had been discontinued at the time of purchase. At that point, there was nothing I could do about that. However, the printer conveniently stopped working as well around January of 2023. Now in October of 2023, the printing is barely legible. I have utilized all of the troubleshooting tools that I have at my disposal. Also, I barely/rarely print and the ink cartridge levels are practically the level they were when purchased. I also replaced the black printer cartridge recently and there is no change to the print quality. The printing comes out so light that it isn't even legible at all.This is the serial number: ********** and I have attached the receipt/proof of purchase.I am unsure of what the options are here, but this was an expensive endeavor to have only been utilized a handful of times and only for 1-2 pages at a time. So there should not be this kind of issue with the print cartridges.Please advise as to next steps because this really seems like a scammy purchase. This model ***** and has been discontinued, unbeknownst to me, it is so bad. I want a refund so I can purchase a printer that actually works.
Business Response
Date: 12/05/2023
HP Executive escalations case manager has already been assigned the case 5114198971. They are working with the customer on a resolution.
Regards, HP Inc.
Initial Complaint
Date:12/04/2023
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 two complaints regarding a Laptop I bought for $772.78. Order number H331990102. The battery lasted for 2.5 hours instead of the 8 or 9 hours indicated on the website. I reported this as soon as I noticed it and I was well within the warranty period. I was told that HP could not help me as I was out of the US and that I should contact them on my return to the ** for assistance. This was surprising to me as HP is a well known brand in ************, where I was at the time, and there are HP stores and HP repair centers all over ************. One day my screen started turning black for no reason. I now have less than 40% visibility. I reported it within the time period of my accidental damage protection care pack which I had purchased for $123.74. I was told that there would be no charge for repair.Now that I am back in the US and have time to deal with this HP are not willing to replace my battery and screen. They say my laptop is out of the warranty period. They offered to cover 30% of the cost to replace my battery and screen. The fact that I reported both issues within the relevant time period does not mean anything to them.
Business Response
Date: 12/05/2023
HP case manager has been assigned the New case- 5115966640. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Customer Answer
Date: 12/12/2023

Complaint: 20946385

I am rejecting this response because:
It is not fair that I have to pay anything at all as I have done nothing wrong. I reported the broken screen within the care pack period and your agent said that I would get free screen repair and shipping when I return even if that ends up being after care pack expired.

It is not my fault the laptop I received had a defective battery. I was lead to believe that both issues would be taken of care when I return. Unfortunately I returned later than I had hoped due Covid and my brother passing away unexpectedly.

As a matter of principle I am not able to accept your offer.
Sincerely,

*********************************
Business Response
Date: 12/29/2023
HP case manager offered the customer discounted repair- REASON: OOW customer refused offer for discounted repair
Regards, HP Inc.

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HP Incorporated is NOT a BBB Accredited Business.