Complaints

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

close

Find a Location

HP Incorporated has 72 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  HP Incorporated

  1501 Page Mill Rd MS 1247 Palo Alto, CA 94301-1112

• 

  HP Incorporated

  PO Box 10501 Palo Alto, CA 94304

• 

  HP

  PO Box 5138 Lutherville Timonium, MD 21094-5138

• 

  Hewlett Packard

  420 Mountain Avenue P. O. Box 6 Murray Hill, NJ 07974

• 

  Hewlett Packard Company

  4680 Parkway Drive Suite 100 Mason, OH 45040-9363

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:12/01/2023

  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.

  Ordered laptop Oct 14 was away ***** sent package back. When I contacted HP about the situation they sent me a laptop and charged my account another ******. Tried to get help from HP is like pulling teeth

  Business Response

  Date: 12/01/2023

  ** shopping rep. has been assigned the case. The customer will be contacted within 1-2 business days. Please provide the ** shopping order number/invoice in the future.

  Regards, ** Inc.

• Initial Complaint

  Date:11/30/2023

  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 am writing to express my deep disappointment and dissatisfaction with the level of customer service I recently received from HP's technical support representatives.I contacted HP Technical Support to seek assistance with three hardware components on my brand new laptop ( that were not functioning from the beginning of using the laptop ).I explained the issue to HP Support Representatives. I found the interaction with HP Support to be unhelpful as they put me on hold for extended periods and transferred me to what seemed to be a 3rd party support location outside ***************** where I was told I would have to pay for this support (on a brand new laptop?? - less than 1 week old?). Support did not seem to take my concerns seriously, and I felt as though my issue was quickly shuffled off to multiple, different representatives of HP who never provided actual technical help. This left me frustrated and dissatisfied with the quality of support I received, and wondering if HP is just outsourcing thier support.

  Business Response

  Date: 11/30/2023

  HP case manager has been assigned the new case- 5115551276. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:11/30/2023

  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.

  I AM A CURRENT SUBSCRIBER WITH HP INSTA INK AND I WAS CHARGED $4.24 TOTALING ($38.16) SINCE MARCH OF 2023 FOR HP OFFICEJET PRO **** ALL-IN-ONE PRINTER I NO LONGER HAVE. I CONTACTED THE BILLING DEPARTMENT AND THEY REFUSE TO REFUND ME THE MONIES TAKEN. NOT ONLY DO I NOT HAVE THAT PRINTER, NO PAGES WERE PRINTED FROM THAT PRINTER AND I HAVE NOT RECEIVED ANY CARTRIDGES. SO WHY WAS I BEING CHARGED EACH MONTH? THIS IS CONSIDERED FRAUD, SEEING THAT THE PRINTER WAS NOT IN USE AND NO INK CARTRIDGES WERE RECEIVED. THIS WILL BE ALSO REPORTED TO MY BANK.

  Business Response

  Date: 11/30/2023

  HP Instant ink team case manager has been assigned the New case 5115753735. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:11/30/2023

  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.

  Follow up and escalation. ********************************* who I have been in contact with will not get a replacement or compensation approved as he is claiming the item is out of warranty. However, the numerous times I have attempted to get a resolution with **, I have not been successful. This was DURING my warranty period. This is bad business. I am not reaching out to consumer protection agencies, BBB, and other agencies that protect consumers. I will not rest until we come up with a resolution.** Executive Team,I hope this letter finds you well. I am writing to express my deep frustration and disappointment regarding the ongoing issue I have been experiencing with my ** **** H31353333353831363438**ro printer, which has been persistently unresolved for over a year. I have exhausted all available troubleshooting options, and despite numerous attempts to contact your customer service, I have been unable to receive any assistance.To provide you with a brief overview, the problem began merely two weeks after I purchased the printer in May 2022. Since then, my printer has been consistently displaying a paper jam error, rendering it incapable of printing. I have diligently followed all recommended troubleshooting steps outlined in the user manual and on the ** support website, but unfortunately, none of these efforts have been successful in resolving the issue.My attempts to seek assistance from ** customer service have been met with continuous challenges. Numerous phone calls, emails, and online support requests have gone unanswered or unacknowledged. The lack of responsiveness has left me frustrated and dissatisfied as a customer.Serial Number: ********** FPU: *********** ** ***

  Business Response

  Date: 11/30/2023

  HP Executive escalations case manager is working with the customer on a resolution. Case **********. 2The customer will be contacted by his case manager. 

  Regards, HP Inc.

• Initial Complaint

  Date:11/29/2023

  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.

  On 11/08/2023 initiated a warranty claim with HP regarding a HP Victus laptop purhcased brand new on 09/06/2023. The computer had a BIOS failure then shortly after restarting the computer because flashing then would power up but not completely. I followed the steps of the support staff attempting to power the unit, reset the bios, short of attempting the request to disassemble the unit. The unit still refused to complete the boot process. i then requested to initiate the return process. The box was received on 11/13/2023 and shipped the same day. photographs of the unit and its physical condition as well as the shipping documents were taken by myself prior to shipping it with fed ex. On 11/16 and 11/17th i received emails from HP indicating that they had not received my unit which was shipped with a 2 day shipping label via ****** i was able to verify with ***** shipping that they in fact had deliverd the Unit. i called HP support on 11/17 and confirmed over the phone that unit had been received. On 11/18, 11/19 i receved again same email indicating that my unit had not been received. i called again, was told yes it had been received but no one could say why i was still getting these emails. On 11/20 it was finally documented as received. On 11/24 after not received contact from HP i reached out for case status. I am now being told at this point that there is allegedly water damage to the unit. The unit is kept on a 6 inch riser and i use peripheral keyboard and mouse, has never left my desk and is at home, the only way for it have water damage would be for me to directly pour water into the unit which i did not do. Either the unit sustatained water damage in transit or while in the custody of HP as it seems to have sat unnaccounted for for 3 days. All attempts at escalation have failed with the company. i am promised follow up that i don't receive and inconsistent answers depending on who i speak to.

  Business Response

  Date: 11/30/2023

  HP case manager is working on the case with the customer- Case **********. HP is investigating the *** damage and the customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:11/29/2023

  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 have paid for Instant Ink subscription for over 2 years since buying my HP Printer in 2021. I have paid close to $120 for two years and received ink only once, so I decided it was more beneficial for me to be able to just purchase ink as needed. I called on 11/24/23 and spoke to Dadz to cancel my subscription. Upon cancellation, HP has now blocked my printer, and I can no longer print because I have instant ink cartridges that I have ALREADY PAID for still installed in my printer. I understand having to purchase ink cartridges on my on, but that should not happen until all the ink that I HAVE PAID FOR is used. I still have a color cartridge that I have never installed. If I can't use the ink that has been paid for. Then, I would expect to be able to return it for a refund for the unused ink. If I had known this program was a SCAM and HP Instant Ink were crooks, I would have never enrolled in the program. My printer needs to be unblocked, so I may continue to use the ink that I have paid for.

  Business Response

  Date: 11/30/2023

  HP Instant ink case manager has been assigned the New case 5115725110. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

  Customer Answer

  Date: 12/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Although, I still disagree with the nature of the Instant Ink Program, I have agreed to accept their response at this time and close this case.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/29/2023

  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 HP Notebook - 15-dw0083wm February 20 2023.Serial Number: ********** Product Number: *******#ABA *** Have had WI-FI connection problems constantly. Wi-Fi will not connect! * * After 3-4 steps each time, including ** restarting laptop, ** restarting modem,** restarting Wi-Fi adapter,** Re-entering WI-FI password ** Laptop will connect.*** After several sessions with online HP Tech Support, consisting of ** HOURS ** - and Tech remotely controlling my laptop - today - I STILL have WI-FI dropping after 3-5 minutes!!. It is * NOT * my WI-FI. Other devices stay connected. I only have my smart TV connected at present. I am typing this on said laptop via ETHERNET to stay on online. Past Cases: ** Case ID: ********** Case Created 2/20/2023 ** Case ID ********** Case created 11/17/2023 (online for hours. tech had remote access)** Case ID ********** Case created 11/21/2023 (online for hours, tech remote access, downloaded, updated BIOS, drivers, etc.)** Case Number ********** Created TODAY 11/29/2023 Laptop connected short time to WI-FI then dropped. Connected again for 3-5 min, then dropped). I have HAD it!!! Ridiculous! Poor Quality.

  Business Response

  Date: 11/30/2023

  HP case manager has been assigned the New case 5115724587. The customer will be contacted within 1-2 business days.

  Regards, HP Inc. 

  Customer Answer

  Date: 12/05/2023

   
  Complaint: 20932291
  
  I am rejecting this response because: Issue not yet resolved. Yes, ** tech and I have played phone tag. I called him yesterday and left msg. Home all day and no call back  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/10/2023

  HP Case 5115736047, customer was offered a *******, case manager waiting for information from the customer. 

  Regards, HP Inc. 

  Customer Answer

  Date: 01/23/2024

   
  Complaint: 20932291
  
  I am rejecting this response because:

  I have * not * been offered any "buy back" from business. I have emailed HP rep several times in last 2-4 days w no response.

  Sent in laptop for repair by HP. 

  SAME issue persists. 

  Laptop will NOT connect to my DSL Wi-Fi. All other devices I own, have NO problems w WiFi. 

  Really frustrated with entire HP experience & this process. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/24/2024

  HP Case status is open- 5115736047, case manager will contact the customer after the service has been completed. 

  Regards, HP Inc. 

  Customer Answer

  Date: 01/26/2024

   
  Complaint: 20932291
  
  I am rejecting this response because:

  Waiting for HP to mail me authorization code to mail my laptop back in again - for 2nd REPAIR!!! 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/30/2024

  HP Case 5115736047 is open status- case manager sent an email to the customer for a service set-up. They will contact the customer within 1-2 business days to schedule.

  Regards, HP Inc.

  Customer Answer

  Date: 01/31/2024

   
  Complaint: 20932291
  

   I received info from HP 

  That I will receive mailing box to send in laptop 2nd time for repairs that should have been done the 1st time I mailed in laptop - replace internal antennas. 

  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/29/2023

  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.

  I have been contacting HP by chat and been unsuccessful in obtaining a resolution for my printer issue. I purchased a printer and the printer is blocking me from printing when 1 I'm on a trial, 2 I have to buy ink and paper so why am I being blocked from using a printer that I have bought and that is of my property now. Charging for the printer and then charging to use the printer is consumer fraud. We have to purchase the printer and all moving objects to use the printer. Anyway I'm in a trial and my printer is now not allowing me to use my own printer telling me it's for failure of payment. I need contact with the business as soon as possible. I don't want this printer if I have to pay monthly just to use it. I've contacted your customer service team numerous times by chat with no one helping my situation and just closing the chat. Having me sit in the chat for nothing. I need contact asap

  Business Response

  Date: 11/30/2023

  HP Instant ink case manager has been assigned the New case 5115724316. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

  Customer Answer

  Date: 12/07/2023

   
  Better Business Bureau:
  

  Hi I was contacted and that problem with payment was resolved but my printer is still not active in working properly as it was. It keeps blinking orange. I'm not getting the prints I've emailed and tried to send to my printer. I've turned it off and tried the cancel button also and have not been successful in my printer working. Can you please have someone reach out to me again for this. Thank you. 
  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:11/28/2023

  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.

  Representative downloaded windows 11 and my store pole ld9000 is not working because windows 11 is not supported. Had windows 10. Rep did not advise me that windows 11 did not support pole.

  Business Response

  Date: 11/29/2023

  HP case manager has been assigned the New case 5115655681. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.

• Initial Complaint

  Date:11/28/2023

  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 Envy **** series printer Feb 2023. A six month free trial for Instant Ink was offered when I purchased the printer. I was sent 2 cartridges with out asking for them. We don't print very often so I never intended to sign up for Instant Ink. Come to find out when the free trial ended, some how they disabled the cartridge that was sent for the free trial. I didn't know what was wrong with my printer, so I called HP tech support, they told me that because my account with ********************** Ink (which I never signed up for) was obsolete and they somehow disabled the ink cartridge that sent me for the free trial, which made my printer unusable. I think this is a very deceptive practice. I removed the cartridge and bought a new one at ******* my printer is working fine now. DO NOT use Instant Ink, even if it says free trial, it's a very deceptive program.

  Business Response

  Date: 11/29/2023

  HP case manager has been assigned the case 5115457709. The customer will be contacted within 1-2 business days.

  Regards, HP Inc.