Complaints

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

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  HP Incorporated

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

• 

  HP Incorporated

  3000 Hanover St MS1247 Palo Alto, CA 94304-1112

• 

  HP Incorporated

  7 Eagle Square Concord, NH 03301

• 

  HP Incorporated

  263 Tresser Blvd Stamford, CT 06901-3236

• 

  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:06/20/2025

  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.

  ******* 17" ****** purchased in March 2025. 290 days left on the warranty.Found out we have a broken SD card which is part of the motherboard.I have contacted ** **************** multiple times and the only way they are willing to repair the unit is for me to send it back to them. This is something we are unable to do as we do not have access to another computer.We have a local ** *********************** and I have contacted them. They are willing to look at the computer, diagnose the problem and let us know if the unit can be repaired easily or if we need a motherboard replacement. They can do this as well if we decide to go this route.I offered ** a few options so that we can get this unit looked at and taken care of under warranty without having to send the unit to them.1) Refund part of my purchase price so I can get the unit repaired here 2) Pay for the cost of the local repair without me having to send the unit in 3) Refund part of the purchase price so I can but an external card reader (HP does not make one). 4) Send a replacement computer, I will transfer all my files and data to the new computer and send the damaged one back None of these options were considered. All ** kept telling me is that I have to be inconvenienced and be without my computer for days (or weeks).I would like to be able to have the computer looked at here and determine what the actual problem is and have it repaired under *** warranty. Otherwise, I would like a refund for the cost of the motherboard so we can get it replaced.I will upload my receipt if necessary, but we have an account with HP and all documentation is in there.HP is unwilling to cooperate with us so that we can get the computer repaired in a timely manner and without too much inconvenience to us.

  Business Response

  Date: 06/23/2025

  HP
  acknowledges the customer's experience, but since the customer's email and phone number don't bring up an HP customer profile, we need more information to proceed
  with assistance. Please provide  a valid U.S. mailing address, HP product serial number, and any related HP Case numbers so that we can further
  assist with your issue.
  Regards,
  HP Inc.

  Customer Answer

  Date: 06/24/2025

   
  
  Complaint: 23496045
  
  
  
  I am rejecting this response because you asked for more information.

  email address associated with this product - [email protected]

  Product number - 8L755AV     Serial Number - CND5070KXS

  Consumer Escalation Case #5144112023 CRM:0087725004748

  Additional information - the last person I spoke with kept telling me I could buy a SD card adaptor made by HP and sent me this link - https://www.hp.com/us-en/shop/vwa/accessories-88342--1/Price=30-100&subcat=Docking-Stations-Hubs

  As you can see, there is no SD card reader in this Hub, nor any other Hubs made by HP per website search.

  
  Sincerely,
  
  
  
  Judi D'aleo

  Business Response

  Date: 07/01/2025

  HP would like to thank customer for providing the Serial number for the laptop in question, and to apologize for the misinformation given concerning the SD card reader.  An HP Escalations Case Manager has been assigned to new Escalated Case 5145183603 to better address the customer's concerns. The customer should be contacted within 2-3 business days. 
  Regards, HP Inc.

  Customer Answer

  Date: 07/03/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23496045, and find that this resolution PARTIALLY satisfactory. I've already tried this route and got nowhere, hence my request for BBB to help us out with this.

  If I get the same run-around and lack of support from HP, I WILL be reaching out again for assistance. Reminder - the unit in question is under warranty!
  
  
  
  Sincerely,
  
  
  
  Judi D'aleo

• Initial Complaint

  Date:06/19/2025

  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 September 22, 2024, I purchased a HP Printer with six months worth of free printer ink. The printer worked a little over a month before I was no longer able to print. I immediately contacted ** for assistance, multiple representatives over the next three months attempted to assist with the problem to no avail bringing us to December 2024 with no resolve. January 2025, I reached out to the company complaining that too much time has gone by and that I have been very patient not having use of a brand new printer, and that I needed some resolve. I was told by a Manager he would look into it further and get back with me. February 3, 2025, they requested I send my printer back to them, and they would send me another one. I did as requested, on February 28, 2025, they shipped another printer to me. Upon receipt of the replacement printer, I noted it was a refurbished printer, tired of battling with them, I said if if works I'll keep it. However, upon installing the printer, I was not able to get it to print at all. I tried to reach out to ** for assistance with the information i had, and was not able to get any assistance as the contact numbers I had i guess expired because those number would always be a recording saying the person I was trying to reach is unavailable, and the call would be disconnected. So to date, I sent them a brand new printer, they sent me a refurbish printer that I have not been able to use at all. It is my hope you can get them to provide me with a working printer and to honor at least 3-months of free ink, as the original deal was for six months of free ink. I am asking for 3-months because it has taken me so long to file this complaint, but really they should honor the original agreement of 6-months free ink

  Business Response

  Date: 06/23/2025

  An HP Escalations Case Manager has been assigned to new Escalated Case 5144770971 to address the customer's concerns. The customer should be contacted within 2-3 business days. 
  Regards, HP Inc.

• Initial Complaint

  Date:06/18/2025

  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 have been charged twice for the instant ink subscription after I canceled due to the printer broke and I called ** and told them it was printing weird pages of IP addresses and all kind of stuff that I had not sent to printer and using all of my printer paper the ** tech I spoke to said the printer was broke throw away can't be fixed and then he tried to sign me up for some new promotion where they provide a new printer for 6.99 a month blah blah blah I said no and told him to be sure to cancel my instant ink subscription where they mail you ink when "they" think you need it. He obviously didn't do that and I was charged $15.41 on 5/21/25 I spoke with him on 4/29/25 . So enough call and (waste of my valuable time) on 5/30/25 and again all the *** wanted to do was sign me up for that printer promo again I said no actually after I again told them to cancel my instant ink and refund me WELL I GOT charged $17.31 on 6/16/25 and have wasted HOURS of my time and been infuriated talking and wasting my time with incompetent customer service ***s with no resolution sooooo that is why I am DONE wasting my time sending emails and calling every number I can find and STILL no resolution there are 3 case numbers given to me and NOTHING has been done. To say I am ****** off is puting it mildly !!! Why don't I charge them for MY TIME!!!!

  Business Response

  Date: 06/20/2025

  An HP Instant Ink Case Manager has been assigned new Escalated Case 5144683874 to address the customer's concerns. The Customer should be contacted within 2-3 business days.
  Regards, HP Inc.

• Initial Complaint

  Date:06/18/2025

  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 my wife a HP laptop (PC 17-co2000IDS Base Model) Jan. 2025, online from **. There warranty is 1 full year. When we rec'd it had a loose key in the top row but was still usable and everything else seem to work fine so we were okay with it. In May when laptop was turn on the battery was low and would not charge when plugged in, later that same day it was completely dead and would not power on. We call ** and they had us preform numerous checks and even used our phone to make a video of our unit, seeing the key was loose we we told to push on it and it should snap in place, it did not and fell all the way off. At this time they created a Case # ********** and we were told they would send us a box to ship it back, after not receiving a box we called and they had got our address wrong, we ended receiving three boxes ****** We mailed our laptop to Calexico, Ca., after waiting a week and hearing anything we called and all the customer service *** would talk about was the key that was off and it was " customer induced damage" , we had filled out a form that was sent with unit that stated problem number one was no power. She stated she would check with service center and get back with us. Hearing nothing we called again and asked for supervisor, we reached someone who again was fixated on the keyboard key being off and she offered to fix that for a $490 charge, We balked at this and asked to speak to her superior We spoke with someone who sounded like they realized our issue and was going to help, she going to contact escalation ***** and they would contact us. We did get a call from that ***** and she said they were denying our claim for the loose keyboard key and she did offer us a 30% discount from the $490 and also stated our motherboard was shot. At this point we were not sure what to do and then I found this website and here we are we should get a complete ***air with no charges. Any help or advice is greatly appreciated.Thanks **** ******

  Business Response

  Date: 06/20/2025

  Customer already has an Escalated Case open. Customers comments  from this ******************** complaint have been documented and Case Manager alerted to contact the customer as soon as possible in regards to active Escalated Case #**********.
  Regards,*******

  Customer Answer

  Date: 06/20/2025

   
  Complaint: 23487736
  
  I am rejecting this response because: we have not received any word from ** that they are fixing our laptop under warranty, we are also confused as we have been given multiple case numbers for our claim. The serial # is ********** Model **************", our names are **** & ******* ******. We are concerned as we received a repaired laptop from ** that was not ours yesterday and ***** picked back up today so our confidence level is low on **'s ability to keep cases straight.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 06/30/2025

  ** has shared the recent comments from the customer with the Case Manager and urged contact with the customer as soon as possible.
  Reference active Case **********.
  Regards, ******* 

  Customer Answer

  Date: 07/02/2025

   
  Complaint: 23487736
  
  I am rejecting this response because: ***** from HP called and  said the key F7 was ( customer induced damage ) Then he said no it wasn't and

  that I was to report the key problem within 30 days of receiving the computer or the warranty is voided. The key was working it was just looser then the rest . I did not know why maybe it was suppose to be. then he said it was damaged in transit and we did not report it within 30 days. it was not there was no hole in the box or anything. 

  Then he told me the keyboard is not covered by the warranty at all ! He just kept saying different reasons. Then he said the key was missing completely. It was enclosed with the computer.

  Then in May 2025  the computer mother broad went out completely. nothing was on no light nothing !!  

  So the mother board is covered under warranty why are they not fixing it for free !

  To sum it up : ** still refuses to honor their warranty on factory defective keyboard and mother board going out 4 months after purchase

  with still 8 months left on the warranty.

  Please tell them I want the reason they are not honoring their warranty in writing so we can send it to our lawyer.

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

  Business Response

  Date: 07/09/2025

  HP Escalations Case Manager has been assigned case **********. The Customer will be contacted within 2-3 business days. 
  Regards, *******

• Initial Complaint

  Date:06/18/2025

  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.

  On August 8, 2021, I ordered an HP laptop computer along with a *************** Pack". The terms of the Care Pack purchase are that I would receive a full rebate of the purchase price of $219.99 if I did not need warranty repairs on the computer within 3 years. I had a 30 day window to submit a rebate claim. On August 30, 2024, I submitted the rebate forms. On October 7, 2024, ** supposedly issued a check for the amount due. On March 22, 2025, I notified them that I had never received the check. On March 31, 2025, they issued a replacement check that was mistakenly made out to a different individual, but had my address. On April 10, 2025, I informed them of their error and have received no response. On June 18, 2025, I tried numerous HP phone numbers, websites, and online chats, but have no update

  Business Response

  Date: 06/20/2025

  HP has
  relayed customer information and notes to our HP Risk Free Care Pack team for
  follow up with customer.
  
  Regards,
  HP Inc.

• Initial Complaint

  Date:06/17/2025

  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.

  On March 29, 2025, I placed an order for an HP Omni all-in-one computer. I gave the sales agent the exact, precise needs I had for the computer I needed to buy (working with and recording/editing music, using DVDs and playing music). She assured me the **** was the exact machine I needed. After setting it up and practicing with it for a couple of weeks, I started to come to the conclusion that the machine in no way met my requirements. I kept trying to get the sound to work right and try to connect a turntable to it as well as an external DVD drive, since the unit did not have one. By the time I gave up and contacted ** to return it, I was told the return period had ended. I tried to work a trade deal. No good.This machine does not and never did meet my requirements. It was badly oversold by the agent, who apparently did not listen to my needs. It is an oversized, glorified cellphone that doesn't make calls and is good for surfing the internet and playing games, neither of which I do a lot of.I would like this returned and refunded so I can get a machine that WILL meet my needs. I would be willing to work with ** on a trade where they take this one back and I get a computer that will work for me and then refund the difference in cash or credit.

  Business Response

  Date: 06/20/2025

  An HP Escalations Case Manager has been assigned to new Escalated Case ********** to better address the customer's concerns. The customer should be contacted within 2-3 business days. 
  Regards, ******.

  Customer Answer

  Date: 06/20/2025

   
  Complaint: 23482857
  
  I am rejecting this response because: I will wait to hear from them but want to leave the file open in case their *** doesn't offer an acceptable solution. I am a reasonable person and will likely accept any reasonable solution offer.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 06/30/2025

  An HP Escalations Case Manager is still currently working with the customer towards a resolution, reference active Escalated Case **********. No resolution as of 06/30;/25.
  Regards, *******

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23482857
  
  I am rejecting this response because: Still trying to make con tact with their agent to see what he has found out.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 07/09/2025

  Customer spoke to Escalations Case Manager on 7/2/2025, Case Manager informed customer that the unit is beyond the 30 day return period and not eligible for return. Case Manager confirmed with customer that all questions were addressed and no further assistance was needed, customer agreed to complaint closure. Per Case Manager, case was closed 7/2/2025 and confirmation email was sent. 
  Reference case **********.
  Regards, ******.

• Initial Complaint

  Date:06/17/2025

  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.

  am submitting this complaint regarding a defective HP laptop purchased in 2022 and covered by an Allstate Protection Plan. Despite sending the laptop for repair in 2024 due to charging port issues during my training in ********, ********, the cosmetic damage was never fixed, and the charging problem persisted. The laptop is now completely non-functional. Both ** and ******** have failed to provide a satisfactory resolution. I am requesting a refund or replacement and ask for the BBBs assistance in holding both companies accountable.

  Business Response

  Date: 06/18/2025

  ** does not know what kind of warranty customer had purchased through ********, but any claims during that period should be handled by Allstate.  Customer's HP ********** Laptop PC (Serial number *********** is *** days past the end of the standard one year warranty coverage for laptops.  There were no HP Cases or requests for repair for this Serial number **********  during the last three years.  If customer is referring to a different model, please provide the Serial number for that unit with any information for previous HP Cases.

  Regards,
  ******

   

  Customer Answer

  Date: 06/18/2025

   
  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:06/16/2025

  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 filing a complaint against ** regarding a warranty denial on a laptop purchased new and sealed from ******* on or around October 8, 2024. The order number is ***************. The laptop, an HP 14-cf2000 series, was purchased as a gift for me by my stepmother and picked up in-store from *******, still sealed in the original ** packaging.Despite the ** website showing this laptop is under warranty, my support requests have been repeatedly denied because ** claims the laptop was upgraded beyond spec, which they say voids the warranty. I have clearly explained, multiple times, via chat transcripts, that I have not made any upgrades. ** insists the upgrade voided the warrantyeven though the upgrade must have been made before it ever reached me.** support has refused to escalate my case, stating that even supervisors would say the same thing. This is unacceptable. If a sealed, supposedly new HP device is sold through an authorized retailer and arrives already modified, the issue should fall under manufacturer responsibilitynot mine as a disabled college student relying on this device for school.I am simply asking that ** either (a) reinstate the warranty based on the device's condition at delivery, or (b) replace the laptop with a version of equal value that has not been altered. I do not want a refund, as this was a gift and the funds would not return to **** have exhausted all reasonable attempts to resolve this with ** and am now requesting assistance from the BBB. I am also preparing to report this to the *** and attorney general if unresolved.

  Business Response

  Date: 06/18/2025

  An HP Escalations Case Manager has been assigned to new Escalated Case 5144561517 to address the customer's concerns. The customer should be contacted within 2-3 business days. 
  Regards, HP Inc.

• Initial Complaint

  Date:06/16/2025

  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 have had an hp instant ink account since I purchased my printer several years ago. The printer is supposed to communicate with hp when the ink is low and they send replacements. Last week, the printer wouldnt work with Bluetooth and stated it was offline. I followed directions on the printer screen and could not reconnect it. I called the number on the printout and connected to **. The person answering the phone was difficult to understand and gave me another number saying that would connect me to someone who could help. **************. That was answered by an automatic message selling a personal safety device. I then called HP ************** and spoke with *******. I gave him the printer serial number and he said my network was blocking the printer but ** could fix it for a monthly or annual fee. This was to provide security to protect the printer from my network. I began to doubt I was speaking with ** so I told him to cancel my instant ink account. I called to confirm it was cancelled and it was. I then called back HP to figure out what was going on. Someone named **** ***** supposedly from ** in *************, wanted my credit card number paying for the instant ink monthly fee. Everyone I spoke with had an Indian accent and I feel that the whole thing is a scam. I tried again to connect my printer to the internet by following the prompts on the printer. Options appeared this time that did not when I first tried it. I got the printer reconnected and sent print requests by Bluetooth. It worked! I dont understand why ** was trying to scam me into paying for security. Supposedly all my conversations with them were recorded.

  Business Response

  Date: 06/18/2025

  An HP Instant Ink Case Manager has been assigned new Escalated Case 5144564839 to address the customer's concerns. The Customer should be contacted within 2-3 business days.
  Regards, HP Inc.

• Initial Complaint

  Date:06/16/2025

  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.

  ** Device and Printer Support Experience Summary Device: ** Laptop Original Issue:In February 2024, the power supply of the device failed and the hard drive also ceased functioning.Contacted ** support and was informed a replacement flash drive containing the operating system would be sent.Timeline of Support Interaction:Flash drive received and OS reinstalled.Device functioned for three days before encountering a critical errorblue screen shutdown.Contacted ** corporate again and, after significant effort, received a return shipping label.Device was returned for diagnostics. ** reported finding no issues after holding it for 14 days (user had to proactively request status updates).Parallel Issue:Concurrent to the laptop issue, the user encountered a problem with an ** printer.Participation in the ** ink subscription program had reached its free print limit.Despite extensive efforts and interaction with customer service, the printer could not be brought back to working condition.Customer service was described as unhelpful and frustrating.Current Status:Returned laptop was received back. After three days of use, the power supply failed again.The compounded experience of unreliable support, repeated hardware failures, and frustration led the user to seek therapy, using the situation as a catalyst for personal care.

  Business Response

  Date: 06/18/2025

  An HP
  Escalations Case Manager is currently working with the customer towards a
  resolution, reference active Escalated Case 5141202907.  Customer’s comments  from this BBB complaint have
  been documented and Case Manager alerted to contact the customer as soon as
  possible.
  Regards, HP Inc.