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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

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    Customer Complaints Summary

    • 2,389 total complaints in the last 3 years.
    • 888 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/02/2023

      Type:Delivery 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.
      Date of transaction 9/12/2023. *** ***** . Wrong part was sent. 9/21/23 called to get information, to return wrong part, part unopened (****** visible that it was the wrong part). Called the following numbers and talked to a person on each call made: *****************-888-9909, 800-474-6836, 800-227-8164, ************. They kept re routing me to another number or duplicate number I had already called. No resolution. Part that was needed was MO2027-005. I entered all info battery was for Hp Pavillion G7 serial #**********. All this information was entered in original. I would like a refund. Wrong unopened battery part will be returned pending return info and instructions.. Refund to **** debit card. Docs attached packing slip, and original info in regard to pertinent laptop info

      Business Response

      Date: 11/07/2023

      HP case manager has been assigned the new case 5114524991. The customer will be contacted within 1-2 business days.

      Regards, HP Inc.

    • Initial Complaint

      Date:11/02/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 printer from BestBuy last year. When I bought the printer, they advertised a free ink delivery service. The ink service has charged me random amounts this past year. It started at $0.99, but it changed to $2.11, $3.17, and $7.41. I only got ink once this year. Additionally, they track your monthly printing. Every time I print more than 10 pages, I'm charged. I use this printer at home. During the year, I didn't use the printer because the ink didn't display correctly on the page, but they still charged me. I would be charged more than $0.99 per month if I exceeded 10 pages. During my communication with them, I expressed my dissatisfaction with the service and requested a refund. It was not only told that I had to pay for the subscription again, but also that I could only receive a partial refund, not a full one. I have spoken to four of their agents today without success. I have been charged almost $16.00 for this service this year, and I have not received any satisfaction from it. How are you expecting me to maintain a desire to continue receiving ink from you if you only send me ink once? Furthermore, how will you force me to maintain the subscription for one more month? This service serves no purpose. "Instant Ink" is advertised, but I never receive ink immediately. In addition, they are tracking the number of pages that I print when that is not even valid since the documents I print do not always print correctly, but they still take my money because they are counting the pages and attempts when I attempt to print. This is such a rip-off and they refuse to refund my $15.84.

      Business Response

      Date: 11/02/2023

      HP Instant Ink case manager has been assigned the case 5114287953. The customer will be contacted within 1-2 business days.

      Regards, HP Inc.

      Customer Answer

      Date: 11/07/2023

      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.

      HP Ink's case manager, *****, contacted me yesterday evening and listened to my complaint over the phone. She was very understanding and offered a reasonable solution to my problem.

      My appreciation goes out to her for her assistance and for listening to my concerns about the service rather than constantly shutting down my perspective on what I was paying for. A decision was reached and the case was closed. 


      In the future, I recommend HP agents learn how to be reasonable and understanding with their customers. ***** reached out to me after I had spoken with several agents and supervisors who did not understand my perspective or provide any good solutions to the problem.


      Sincerely,

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

    • Initial Complaint

      Date:11/02/2023

      Type:Product 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.
      Product number: 63U42UAR#ABA Serial number: ********** recent bios upgrade made computer display freeze unresponsive frequently!

      Business Response

      Date: 11/02/2023

      HP case manager has been assigned the case 5114288232. The customer will be contacted within 1-2 business days.

      Regards, HP Inc.

    • Initial Complaint

      Date:11/01/2023

      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 laptop from HP online less than a year ago. I purchased the extended warranty. A month or two ago the trackpad got squashed down and stopped working. When I tried to use it it would send the image racing all over the screen. I could not right click or left click. The back hinge fell off. The port to plug in got twisted somehow and I could not plug it in. I sent it in for repair. When I received it back, the trackpad became squashed down after a week. The hinge is falling apart again. I called HP and talked to them for hours. They said they would have to call me back when I asked for immediate resolution. I work at home and I cant work ! I want a new laptop! They had a chance to fix it and didnt. I suspect it is defective. I have never had and any computer fall apart like like this!!! Please help me. They just refuse to help me.

      Business Response

      Date: 11/02/2023

      HP case manager has been assigned the case 5114215663. The customer will be contacted within 1-2 business days.

      Regards, HP Inc.

    • Initial Complaint

      Date:11/01/2023

      Type:Billing 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 have an HP laptop which is connected to a Brother printer which I have been using successfully for several years. Recently when I attempt to print something a window from HP pops up forcing me to set up an HP account to use HP ePrint+Jet Advantage. It will not allow me to choose my Brother printer to print. I am unable to print anything. How is this legal?

      Business Response

      Date: 11/02/2023

      HP case manager has been assigned the case 5114257790. The customer will be contacted within 1-2 business days.

      Regards, HP Inc.

    • Initial Complaint

      Date:11/01/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 laptop in August of this year and all of a sudden it had display problems. I talked to someone on the phone from HP and we tried to fix the problem and we could not. She said I will send you a box to send the laptop in to be fixed. I sent the laptop in and a week later I got an email saying they had got my laptop and they would send it back to me November third. Yesterday I got an email saying the screen was cracked and I would be charged $373.46 to get my laptop. Why would a company the size of HP have to lie to avoid a warranty? My laptop display screen was never cracked!

      Business Response

      Date: 11/02/2023

      HP case manager has been assigned the case 5114258203. The customer will be contacted within 1-2 business days.

      Regards, HP Inc.

      Customer Answer

      Date: 11/02/2023

       
      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:11/01/2023

      Type:Sales and Advertising 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 purchased a ** 440 ** laptop on 8/25/2021 with a 2-year additional warranty for work.39 days out of warranty the keys on the keyboard started falling off. You may think it's just bad luck and maybe I would too if this wasn't the second laptop this happened to. My personal ** laptop, also purchased in the summer of 2021 began losing keeps this summer-just over 2 years after I purchased it. Luckily, I had purchased a 3-year warranty on that laptop. I was still hassled by ** customer service but eventually they did replace the keyboard. The truly bad luck is that I purchased a total of 8 ** laptops for my mom and also my entire office team. All soon to be out of warranty and all soon to likely lose keys if this track record holds. Judging by the tons of complaints on their own customer forum, I am FAR from the only person having this issue. To add insult to injury, the ** customer support team has been rude and, frankly, inept. They are clearly selling a product with subpar parts and are unwilling to own up to their own issues/stand behind their craftsmanship. I simply want my keyboard replaced. If this is, as it appears, a large and ongoing issue, ** should issue a recall and replace all the faulty keyboards.

      Business Response

      Date: 11/02/2023

      HP case manager has been assigned the case 5114257218. The customer will be contacted within 1-2 business days.

      Regards, HP Inc.

    • Initial Complaint

      Date:10/30/2023

      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.
      My employer ******** Communications) gifted me an HP E22 G4 monitor in March of 2023. Earlier this month it starting having this awful flicker to the backlight and was no longer usable after only 644 hours (per the monitor). I contacted HP on 10/12/23 and troubleshot the issue and it was determined it was a defect in the monitor and they indicted they were going to send me a replacement (Case # **********). Later that evening I received an email from the ***** team asking me to provide a photo of the serial number of the monitor and a copy of the receipt. I immediately replied back with a photo of the serial number and explained I don't have a copy of the receipt because it was a gift. On 10/16/23 I got a reply back from the ***** team saying that without the receipt the warranty is not valid (which I believe is illegal). So, on 10/16/23 I called again and spoke with **** who said it was no problem he can look the receipt up, which he did and said it was order # H8025505398 placed in September 2022. He said he was going to forward this to the ***** and that would satisfy the receipt requirement and monitor should ship shortly and when I get it just returned the defective monitor in the same box. Today is 10/30/23 and I have not heard anything and so I called and spoke to a rep who put me on hold for ten minutes then hung up on me. All I am looking for is to get HP to honor their own warranty.

      Business Response

      Date: 10/31/2023

      HP case manager has been assigned the New case 5114130766. The customer will be contacted within 1-2 business days.

      Regards, HP Inc.

    • Initial Complaint

      Date:10/30/2023

      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.
      Hinges on the 360 HP laptop are defective. Its a manufacturing defect. I tried to say that when i repaired it five months ago. I paid for a new screen for $379 but the hinges were covered. Now this week the same hinge broke and its now out of warranty over a year old. I do not want anything from HP because they have made it very difficult for a customer that has been loyal to hp for 30 years other than this complaint to be send to them. Its a very large company so this effort may be a waste of my and your time. thank you your time

      Business Response

      Date: 10/31/2023

      HP case manager has been assigned the New case 5114130348. The customer will be contacted within 1-2 business days.

      Regards, HP Inc.

    • Initial Complaint

      Date:10/30/2023

      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.
      Hp did a automatic update to my computer which locked my whole computer down. When I called customer service I was told either I had to pay ***************************************************************************************** ******* **. I took my computer up to ******* ** because it was still under warranty and was told the warranty would not cover the repair and that I would have to pay out of pocket for the repairs they automatically did. I called customer service again and was told I had to ship it to them if I wanted my warranty to cover the cost. They sent me the box and label and I ship it to them however a couple of weeks of not hearing back I called customer service again inquiring about the repair status and was told they did not have my computer even though I had conformation they had received it through fed ex. They closed inquiry and still have my computer which is still under warranty. I'm asking for a full refund plus damages because I'm a college student in the middle of my classes with no computer and have lost access to my ebooks as while.

      Business Response

      Date: 10/31/2023

      HP Case manager has been assigned the New case 5114129518. The customer will be contacted within 1-2 business days.

      Regards, HP Inc.

    HP Incorporated is NOT a BBB Accredited Business.

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