Business Profile

Network Computers

HP Incorporated

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

2,388 total complaints in the last 3 years.
885 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:11/14/2023
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 purchased an ** ********************************************* March, which is no longer functioning. As it remains under warranty, I am attempting to receive manufacturer support; however, no contact options are presented when I attempt to do so via the ** website (see screenshot).
Business Response
Date: 11/15/2023
HP case manager has been assigned the New case 5114933604. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Initial Complaint
Date:11/14/2023
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.
This is the second hp gaming computer that I bought with another defect and they want to send it in for repair but its brand new. I paid a discounted price so it was good for what it is if it wasnt defective. When the computer idle it crashes randomly or even trying to play games. They wont let me speak to a different higher up they keep saying the same thing with the repair.
Business Response
Date: 11/15/2023
HP case manager has been assigned the new case 5114933216. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Initial Complaint
Date:11/14/2023
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 Care Plan with my laptop 3 years ago for the amount of $187. The terms say that if the plan is not used, it is fully refundable. To claim the refund, the user must file for the rebate and I filed June 2023. I was told that my check would arrive in 6-8 weeks. I waited 8 weeks and got no check. In October, I contacted HP again and was told that I should file a second time and that they would try sending the check again. As of November, I have no check. I wrote them several emails and called them early November. Again, they took down my information and sent a confirmation email saying they got my information, but no one has reached out or followed up; they have also stopped responding to my emails. I am tired of waiting and would like my check.
Business Response
Date: 11/15/2023
HP Rebate was submitted. The rebate team will look into the customer's inquiry and contact the customer.
Regards, HP Inc.
Customer Answer
Date: 11/15/2023

Complaint: 20858256

I am rejecting this response because:
I have asked HP repeatedly to provide evidence (eg a tracking number) that they sent the check or any information on when Ill receive the money. The original estimate was 6 weeks, which have passed. When the first deadline passed, I was told 7 business days. That second deadline passed, too, and I have since stoped receiving correspondence.
I have been told several times that they are looking into it. This is always followed by silence. I would like a clear response as to WHEN I will have the check. I would like to see the check in the next week. Mail travels pretty quickly and is easily trackable these days.

Sincerely,
***********************
Business Response
Date: 11/15/2023
HP Rebate team has been working on processing the order. The customer will be contacted by the rebate department.
Regards, HP Inc.
Customer Answer
Date: 11/15/2023

Complaint: 20858256

I am rejecting this response because:
given my communication history with HP, Im not comfortable accepting the response until I see communication in my email that clearly outlines where the check was sent, when the check was sent, and a tracking number for the check.
Sincerely,

***********************
Business Response
Date: 08/19/2024
ONLY 1 QUICK CASE FOUND **********- REQUEST FOR CHECK/ NOTHING ELSE, NO REPAIR FOUND, NOTHING IN ROC. ONLY FOUND ARGREEMENT NUMBER ASSOCIATE WITH CAREPACK: 32007590147-0001
Initial Complaint
Date:11/14/2023
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 purchased a brand new laptop directly from Hewlett Packard in August of this year. It arrived. It functioned for two weeks and then began to freeze after every reboot. I contacted HP and went through their troubleshooting. Ultimately, they agree to have it sent to one of their repair facilities. It was sent and after a week it was returned to me.Despite their claim to have taken repair actions, it was returned in the same condition as it left. It freezes after 60 seconds of booting Windows 11.Since then I have attempted to contact them and ask them to replace the laptop.They have once or twice promised action, but nothing has happened for almost a month. I would like either a full refund of both the cost of the laptop and the cost of the extended warrantee I purchase OR a replacement of the defective laptop.
Business Response
Date: 11/15/2023
Nov. 13th - Customer was contacted by their case manager and they are working on a replacement product. Case 5113344100.
Regards, HP Inc.

Customer Answer
Date: 11/24/2023

Complaint: 20857653

I am rejecting this response because:
No action has been taken to date.

Sincerely,

***********************
Business Response
Date: 12/04/2023
HP case 5113344100 is open, case manager is processing a replacement product for the customer.
Regards, HP Inc.
Customer Answer
Date: 12/09/2023

Complaint: 20857653

I am rejecting this response because:
I have received the replacement laptop but have not yet received confirmation that the extended warrantee on the original unit has been transferred to the new one.

Sincerely,

***********************
Business Response
Date: 01/24/2024
HP case 5113344100 is open, the warranty will be updated by the warranty team.
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:11/14/2023
Type:Delivery 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.
Ordered Bose speakers from HP online store hp.com. Order number is H355893820.It was delivered on 10/9/2023. I requested a return/refund on 11/9/2023. HP return policy states "Our return policy on most products* is 30 days from delivery. If your order is outside of the return window, please contact HP Technical Support for product support."HP representative will not let me to return. Reply email does not mention any request for returns but only states the process for replacing the said order. There is nothing wrong with the speakers. The order packaging has not been opened and still sealed with original seal intact.
Business Response
Date: 11/14/2023
HP shopping case manager has been assigned the case. The customer will be contacted within 1-2 business days.
Regards, HP Shopping Inc.
Customer Answer
Date: 11/18/2023

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.
A specialist reached out to me by phone and I was offered the original resolution I was seeking. Thanks BBB.
Sincerely,

*************
Initial Complaint
Date:11/09/2023
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.
I was talked into buying the subscription to get ink sent to me in the mail when I need it. I was paying monthly but I wasn't using enought ink for it to be worth my while to have the subscription. I canceled it because I have new ink cartridges still in the box and I still have ink in my printer. Now they stopped it so I can't use the ink that I have already paid for. I am asking them to let me use the I have alresdy paid for.
Business Response
Date: 11/09/2023
HP Instant ink team case manager has been assigned the New case 5114670479. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Initial Complaint
Date:11/09/2023
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 printer on December 31, 2022. It came with a one year warranty. About two weeks ago it began making a terrible noise. When I went on HPs website, it said to check the warranty status. When I did, it showed that it had expired. There was a button to press to dispute the warranty status. I have the receipt and so tried to use this function. It let me put in the serial number, but would not let me upload the photo of the receipt nor type in comments. I could not find a number to call to actually speak to somebody, so I have posted on their consumer support page. I have also tried again on several days to use the dispute warranty function, but it still doesnt work. In fact it will no longer let me put in my serial number. One time it apologized and said that the function was not working. It is ridiculous that a company as big as HP does not have a support team that consumers can reach.
Business Response
Date: 11/09/2023
HP case manager has been assigned the New case 5114669772. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Initial Complaint
Date:11/09/2023
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.
Recently I purchased an HP printer and had to connect with HP support and while I was with them a virus attacked my laptop while on their virtual repair network. They were able to access my banking info and stole money from my account. I had Geek Squad to investigate the issue and they found out that someone had remote access to my laptop. I had to bring my laptop in and change all my banking accounts. HP was the only remote connection I ever allowed. Buying their laptop and using their support system cost me money what a rip off
Business Response
Date: 11/09/2023
HP case manager has been assigned the New case 5114669419. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Initial Complaint
Date:11/09/2023
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 gotten terrible service on a laptop that never worked properly from HP. I reported a problem 6 months after I purchased my laptop. My daughter got the same laptop at the same time and it eventually developed the same problem with the trackpad and memory. They model is poorly assembled and badly designed.From March to August, I sent them my laptop 3 times and the first 2 times it came back worse. I told them that I was concerned they were just going to run out the clock until the warranty expired and then try to charge me for these problems. They said that since i reported it during the warranty period, it would be fixed under warranty. They lied.The third time I sent it in, they tried to charge me before they would accept the service request, even though the laptop was still under warranty at this point. They promised it would be fixed when I got it back. Instead of fixing it, they just kept it. During this time, my warranty did run out and they locked me out of my service account because I no longer had any products under warranty, so I couldn't even update the service ticket.After repeated emails and phone messages from me, I finally got an actual human on the phone. Since they couldn't fix it and refused to return it, I demanded a refund. They offered a prorated refund that wasn't even based on the correct dates. Eventually, they offered something far too low but I accepted just to close the issue and move on. I did not hear from them again until this week, when they asked me to ship it back to them before they processed the refund. I told they they had my computer since August, no response yet. I think they have actually lost it in their service centre and don't want to admit it. Given how little I even had the laptop in my possession, I still think I am *********** a full refund.
Business Response
Date: 11/09/2023
HP case manager is working with the customer on refund/replacement options. Case 5110470121 is open. The case manager has been sent the customer's complaint via ********************.
Regards, HP Inc.
Customer Answer
Date: 11/19/2023

Complaint: 20846774

I am rejecting this response because: HP is still paying lip-service to this complaint without any actual action.
On 11 Nov. 2023, I received an email survey from HP in French. All previous communications with them have been in English, so it appears that HP was stalling for time, again, by sending a survey they did not think I would understand. However, I am bilingual and completed the survey.
On 13 Nov. 2023, I received 2 more emails from HP. The first was an automated shipping notice indicating my device was on its way back to me. The second was from a person indicating that the cheque would be sent promptly and that I would receive confirmation shortly. Previously, when HP has sent things to me, it has taken ***** hours. It has now been 6 days and I have not seen the cheque or the laptop.
This is not a resolution and I cannot accept their non-action. I still expect compensation for what is effectively theft of my property.
Sincerely,

****** Love
Business Response
Date: 11/22/2023
HP case 5110470121, the cheque has been processed by the case manager. The customer should receive it within 3-5 business days.
Regards, HP Inc.
Customer Answer
Date: 11/27/2023

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. I still have strong objections to the way I have been treated by this company.

Sincerely,

****** Love
Initial Complaint
Date:11/09/2023
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 took a chance on an HP laptop with accidental protection, enticed by its reasonable price. However, the laptop's durability quickly became suspect, as it started falling apart shortly after purchase. Despite my best efforts to make it work, it eventually became unusable. This prompted me to initiate a claim.After sending the device in, I patiently waited for a resolution. Now, over two months later, I find myself with nothing but broken promises from customer service. I've meticulously saved transcripts of my numerous attempts to contact them, yet unfortunately, my efforts have yielded no results. I'm sharing this review to caution others against purchasing HP products, especially considering they are manufactured in *****, and the company's support may be lacking.The most frustrating part of this experience is being told that the necessary parts for the repair are unavailable, and I may have to wait indefinitely for my device to be fixed. I'm more than willing to provide email transcripts as evidence of my interactions. This entire ordeal has left me deeply disappointed, but it has also imparted a valuable ****** that I hope others can learn from. Please exercise caution if you're considering becoming a potential HP customer.
Business Response
Date: 11/09/2023
HP Case manager has been assigned the New case 5114612421. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Customer Answer
Date: 11/20/2023

Complaint: 20846043

The alternatives presented, specifically the subpar alternative laptop and the option of a partial refund via a gift card, are unacceptable to me. Both options would result in a significant financial loss on my part, and I cannot agree to terms that put me at a major disadvantage.
I want to reiterate that my primary objective is to have my original product returned to me in a fully repaired condition. Alternatively, I would be open to considering an equivalent product as a replacement. It is crucial to me that I do not incur any losses throughout this process.

Sincerely,

*******************************
Business Response
Date: 11/22/2023
HP case manager is working with the customer on a resolution. The customer's rebuttal has been sent to the case management team. Case 5114612421.
Regards, HP Inc.

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HP Incorporated is NOT a BBB Accredited Business.