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

2,388 total complaints in the last 3 years.
886 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: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 have an active warranty on the computer. I have called HP several times and they wanted me to first pay for advanced support(password reset) now the *** is completely locked down as it will not boot up, Called Hp today and was advised I must pay $45 to have a flash drive sent to me to reset the ** system in the *** ******* verified this was a software issue. Why is a consumer being charged. Then ******* is sending an email, and I must follow up to advise when I make the payment so they will send what I need to fix this *** Horrible. I also have proof of my case numbers. Site will not let me upload.
Business Response
Date: 11/29/2023
HP case manager has been assigned the New case 5115655169. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Initial Complaint
Date:11/23/2023
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.
Original transaction July 31 2023. Ordered a Laptop by phone with an HP.com Representative. Laptop arrived with defective hardware. Took weeks of self efforts reaching out to HP for HP's plans of helping me with this product by troubleshooting. None of these efforts helped. November 8th received a call from a CMR Escalation Supervisor due to the interference with WiFi caused by this laptop we could only speak briefly and reached a resolution. The agreement was made told would take a total of 7 days time. 2 days to receive a functional laptop and 5 days for the defective item to be received by HP. Any further communications was told to reach out to this supervisor via email. The process never happened. HP did not keep to their agreement , replacement laptop offered does not exist. Out of stock, no longer available. Emailed the HP Supervisor multiple times, no reply. Called HP.com they told me they have no record of me ever buying this laptop from HP on July 31st, nor any record of my calls, communications with HP nor the supervisors part in sending out a replacement product. I have my invoice for the original transaction, the proof of delivery by ***** for this purchase and email communications with this supervisor asking for help, what was happening, when would the new laptop be sent, my need for the tracking information. No replies no any of my requests. Now requesting a full refund of purchase price of $293.48. Need to buy a different laptop elsewhere My laptop is my lifeline. HP was aware I am a senior, am readying for surgery in less than 3 weeks. Requesting and need the help of the BBB to receive a full refund my monies for receiving a faulty product, not able to be used for the purposes of which i purchased it. HP is aware of my ADA ******* that I am a senior, on a fixed income, and ready for surgery. No one can afford to toss away $293.48. It is not okay, HP's neglectful business practice. As refund monies rec'd HP may collect this item as they please.
Business Response
Date: 11/28/2023
HP case manager has been working with the customer on a resolution or replacement product. Case 5114522081 is open and case manager will contact the customer.
Regards, HP Inc.
Customer Answer
Date: 11/29/2023

Complaint: 20908945

I am rejecting this response because: HP is keeping case open unnecessarily, and against my having let HP know the agreement was broken on their end. HP Failed to keep the terms of the original agreement. They did not have my okay, no agreement with HP to try to respend my monies. HP made a bold decision in selecting a different refurbished product. With not a word from HP for few weeks. lost trust.
Let HP know on 11/27/23 I needed to purchase a new laptop and I have the new laptop. Again, requested a full refund.
Same words as refund received HP is more than welcome to make arrangement with a carrier of their choice to collect product at no further cost to me. In the past have had good experiences with HP laptops, this experience simply did not work out.
Sincerely,

***********************
Business Response
Date: 12/10/2023
HP case 5114522081 is open. The case manager is working with the customer on a resolution.
Regards, HP Inc.
Customer Answer
Date: 01/22/2024

Complaint: 20908945

I am rejecting this response because:
1st HP supervisor ***** contacted me twice, 1st communication with ***** of HP spoke to refusing the ***** package from HP the package was marked refurbished laptop. Advised ************ had bought a new HP laptop. HP gad not noticed I refused to accept delivery of the forced upon me laptop. The ***** package was unopened. marked refused and returned to the sender. ***** was surprised HP warehouse received the returned laptop I was notified via *****'s proof of delivery. Few weeks later again contacted by ***** who tells she can see on HPs end the date of purchase and specific laptop I purchased. This call was to advise me she spoke with a 2nd supervisor, 'together both HP supervisors decide HP does not need to refund any money. Let ***** know I was trying to be kind, speaking twice with her was a courtesy. **** had given me provisional credit at this date HP owes the refunded monies to ***** HP is refusing to refund $293.++ then I spent $213.++ on a new HP Laptop of my choosing, HP has now determined they do not need to refund a dime to myself or ****. Kindly let ***** know HP owes **** then asked ***** to please do not call me again, this matter has gotten ******* and ******* all due to HPs own actions, lack of honoring the original 7 days agreement to replace-return HPs defective product.
To HP holding another's monies, then deciding to re-spend another's monies against ones will , repeated requests fir refund, repeated advisement I purchased a new laptop, HP knew time sensitive, these actions without the customers consent is theft, stealing, crimes.
Sincerely,

***********************
Business Response
Date: 01/24/2024
HP Case 5114522081
Notes: ******** said she already received a credit from her bank, but her bank might still need to discuss things with **.
Next Steps: Want to have update with this.
Follow up: sched call back for case closure
CU Agreed?: Yes
Regards, HP Inc.
Customer Answer
Date: 01/25/2024

Complaint: 20908945

I am rejecting this response because:
Repeatedly HP refuses to refund monies to ****.
Visa advised to not communicate any further with HaP.
At this date HP's actions are harassment, bullying and completely disrespectful of myself and ****.
As I tried to express to ***** at HP **** ad a ***************** institution ill be coming for their monies.
Have blocked HPs emails and phone calls to stop this harassment.
Please ask HP to refund ****.

Sincerely,

***********************
Business Response
Date: 01/25/2024
HP Case 5114522081 is open- The case manager sent the customer an email and left a voicemail for options.
Regards, HP Inc.
Customer Answer
Date: 01/26/2024

Complaint: 20908945

I am rejecting this response because:
Matter of returning monies for defective product is in the hands of ************** Institution.
**** has told me to not respond to HP any further. **** is now the sole business handling this matter.
**** advisors assure me this matter is with ************** Institution team, HP has received an official letter from **** via **** weeks ago.
**** **** Services advised me in December to no longer have any communication with HP.
After asking HP to please stop contacting me, again HP made 2 efforts trying to contact me on January 26 ,2024.
I have nothing more to do with this issue.
Please refer HP to the correspondence HP has received from a **** **** Services. **** card Services would be the party HP needs to speak with not myself.
At this date **** refers to HPs actions towards me as harassment and bullying.
**** confirms they don't stop until their monies are refunded to my Financial ************ **** **** Services
Sincerely,

***********************
Business Response
Date: 01/30/2024
HP Case is open- 5114522081
NOTES:

Replacement unit returned back to HP under this TN 774408900957

Jan 30 **** 23:14:22 GMT
------------------------------------------------------------------------------------

NOTES:

Unable to reach customer, HP Phone number was blocked
Regards, HP Inc.
Customer Answer
Date: 02/08/2024

Complaint: 20908945

I am rejecting this response because:
HP only and continually state facts HP learns from me. Spoke with ***** as a courtesy.
HP had no clue **** refused the refurbished chose to send after 5 requests for a refund. Advised HP rime sensitive a laptop is a lifeline for me
HP was contacted by ********* Services bua **** HP corporate was sent and received ****** Letter corporate never advised HP Escalation supervisors of this fact.
Kindly requested HP to stop contacting me, refunding monies due to receiving a defective product refund id due to *********Services not me. Continually advised P advised to bit have further communications HP **** will get their monies back, as the customer this matter is out of my hands..Received an E=email from a 3rd Supervisor stated this was his third effort to talk with me about my laptop, this supervisors emailed words are not true.
There is no reason for me to communicate with HP and HP knows this in this I did not respond to this HP supervisors name is ******* the email reads HP is leaving this case open and gas decided archive this case, if recall correctly 'leaving this case open.'
Following ****** advisements, I did am not to respond to HP..
HPs continually disregards *********Services efforts, refusing to communicate with ****, insists on commutating with me.,
HP please stop bullying, stop pressuring me by contacting me please be respectful in The defective laptop with ruin the mother-board has ruined my other equipment,
All of which I am replacing as is affordable for me.
HP needs to correspond with ********* Services back in as **** had requested of HP *** months ago November25 2023,
The defective laptop has been packed up, ready for HP to retrieve this package since the first week of November 2023 months.and months.
***********************
Business Response
Date: 02/16/2024
HP case manager left several messages for the customer to contact them, no response. Case 5114522081 is closed.
Regards, HP Inc.
Initial Complaint
Date:11/22/2023
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.
We have an HP Office Jet Pro **** printer. It was confusing at first that the printer seemed to require being part of their HP Instant Ink program to work, so we joined and paid our monthly fee. When we exceeded our monthly allotment of printed pages, we were charged an ****% fee over our normal monthly charge. I decided to see if the printer worked without having to belong to the Instant Ink program, and fortunately it did. So I ordered the most cost effective generic ink cartridges I could find which arrived 10/17/2023 and they worked well. So now that I had verified I had a printer that worked without HP Instant Ink Cartridges, I decided to cancel my Instant Ink membership on 11/9/2023. My wife has a serious genetic disorder that requires ongoing monitoring from various labs and hospitals. These are not all part of our local health network so its necessary to print the physical lab order paperwork and bring them with us. On 11/14/2023, I tried to print some lab orders as I've done often in the past, and the printer locked me out saying that it can only work if using HP Ink Cartridges. I searched online to learn that a recent firmware revision had been automatically loaded on my printer to look at what brand of ink cartridge I had in my printer. It then locked-down the printer because it did not explicitly have HP branded Ink Cartridges. I had to drive quite a distance to pick up the lab orders physically from that doctor's ********************** so that we could meet our scheduled lab appointment. When I sent feedback to HP, one of the customer support staff called to discuss. He asked me to email him my printer serial number which I did, and after several days I received an email back saying that because my printer is out of warranty, he would forward the case to the Instant ************** but that it was doubtful they could do anything. This is a monopolistic practice and illegal. At best, there should have been communication about an impending printer lock-down.
Business Response
Date: 11/22/2023
HP case manager is working with the customer on a resolution. Case **********.
Regards, HP Inc.
Initial Complaint
Date:11/22/2023
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.
Upon purchasing a printer, you are auto enrolled in an instant ink subscription. If you do not chose to pay to continue after the trail, they digitally stop your printer from printing if you are using a trial cartridge. They then only provide a generic error message until you contact a support team. The error message provides no details about the ink cartridge and requires you contact them to determine why your device is inoperable. This renders your printer inoperable until you throw away the ink cartridge they sent you and replace. The cartridge is not empty just useless to the end user creating extra environmental waste.
Business Response
Date: 11/22/2023
HP case manager has been assigned the case **********. The customer will be contacted within 1-2 business days. Note - There may be delays due to U.S. Thanksgiving holiday.

Regards, HP Inc.
Initial Complaint
Date:11/22/2023
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 file a formal complaint regarding the ongoing issues with my HP printer under case number **********. Despite diligently completing all recommended remote support steps, the persistent problem remains unresolved.Furthermore, I invested in an additional warranty, specifically to address a recurring paper jam issue. Regrettably, the problem persists, and I have been unable to find a satisfactory resolution through the provided support channels.Compounding the frustration is the difficulty in reaching a live person for assistance. The lack of direct communication impedes the resolution process and leaves me without a clear path to address the unresolved issues.Given the consistent malfunctions since the printer's purchase, I am formally requesting a replacement to rectify the persistent problems and ensure a functional device in line with the terms of the warranty.I appreciate your prompt attention to this matter and seek a resolution that aligns with the level of quality and service I expect from HP.
Business Response
Date: 11/22/2023
HP case manager has been assigned the case 5115331584. The customer will be contacted within 1-2 business days. Note - There may be delays due to U.S. Thanksgiving holiday.
Regards, HP Inc.
Initial Complaint
Date:11/22/2023
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.
Order H356735315 placed on Nov 06, 2023 at 2am. Bought one computer charger as a gift for $43.39. I chose the standard shipping option and was promised 3-5 business day delivery. Once the order was placed, the order tracker said it would be delivered on Nov 16. The order ended up being delivered on the 14th, both of these dates are after 3-5 business days. The shipping was late and I could not gift the item on time. I opened a case on Nov 12, when the tracker was showing an estimated delivery date of the 16th. No one ever responded but the case was marked resolved. Once it was marked resolved I contacted customer service again on the 21st. The customer service agent said there was nothing they could do and informed me they would charge me to return the item. The ** website says "If there are any issues with delivery, please contact ** Store **************** immediately to report and resolve." They did not resolve any of my issues and dismissed the case.
Business Response
Date: 11/22/2023
HP shopping rep. has been assigned the case. The customer will be contacted within 1-2 business days. Note - There may be delays due to U.S. Thanksgiving holiday.

Regards, HP Inc.
Initial Complaint
Date:11/21/2023
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 bought an HP/OMEN monitor thru Amazon , a small red dot appeared in the screen after 4 months of having the item. Called HP support for warranty claim, they do not want to honor it after I provided proof of purchase to such lengths into a screenshot of the charges in my credit card and sent to them too along with the invoice.
Business Response
Date: 11/22/2023
HP case manager has been assigned the New case 5115306804. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Initial Complaint
Date:11/21/2023
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 pay for the instant ink product from HP. I have two hp printers enrolled in the instant ink plan. Each of these printers is enrolled in the $3.99 plan. One printer is at my home in ********* **********, while the other is at my home in ****** *******. First, HP keeps changing account to a $49.99 plan despite repeated attempts to inform HP that I never signed up for this plan. HP has informed me that they will charge me $49.99 on November 27, 2023. Second, HP Instant Ink sends me incompatible cartridges (they do t work in my printers) so I have to got out to a store to purchase HP cartridges despite having payed for the Instant *********** for both printers. Finally had no support personnel available by phone or email or messaging for ********** during normal hours provided in other states.
Business Response
Date: 11/22/2023
HP Instant ink case manager has been assigned the New case 5115306604. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Initial Complaint
Date:11/21/2023
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.
It has been a month since I was given a return order number (BVHS216901) and promised a return for a defective printer (SN CN32B9HGXS) (HP Office jet pro 7740).I never received the printer and tried to contact the company over the month several times by automation and live person, speaking with representatives who hung up on me, gave me invalid or misdirected information.I have the feeling I have been defrauded by such a large company with an inside employee operation.I would like my money or my replacement.*****************************
Business Response
Date: 11/22/2023
HP case manager has been assigned the New case 5115307084. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Customer Answer
Date: 11/23/2023

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:11/21/2023
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.
We bought a hp printer it said 6 months of ink with it paid like $60 for looked into the ink deal an it said $**** a month so ok signed up kept paying an getting them they to like $70 out of here account an then on 11/19/23 wide went you use printer wouldn't let here print went an looked at account since we canceled like month or less it said **** was due ****** call customer service the person said we owed like 74 dollars an if we didn't pay we couldn't use our printer so I feel like I just wasted my money buying this printer
Business Response
Date: 11/22/2023
HP case manager has been assigned the New case 5115307269. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Customer Answer
Date: 11/23/2023

Complaint: 20894570

I am rejecting this response because:

Sincerely,

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

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HP Incorporated is NOT a BBB Accredited Business.