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

  PO Box 5138 Lutherville Timonium, MD 21094-5138

• 

  Hewlett Packard

  150 13571 Commerce Pkwy Richmond, BC V6V 2R2

• 

  HP Incorporated

  7 Eagle Square Concord, NH 03301

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:04/28/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I subscribed to HP Instant ink in September 2022 after buying a new printer. I received three replacement cartridges up front at the beginning. Since then I have been paying $5.99 a month. HP claims that when you run out of ink they will automatically send you replacement cartridges. I ran out on Monday 4/24 and went to open the replacement cartridges that I originally received and they are the wrong type. They are toner for a completely different printer. I tried to contact HP and could not connect to a live operator via phone and their chat system was unavailable. In the meantime I purchased a new cartridge from Amazon. Today I tried to cancel my account and find out how to send the wrong cartridges back and again no live person just holding on the phone and the chat was unavailble after I typed my question. I then received an email right away saying that my case was opened with a copy of my chat question. A few minutes later I received another email saying that ,y case was closed due to "SPAM". I just want to make sure that my account is canceled at this point. It is unclear if this is a scam or some kind of other issue however it is not SPAM. If I can send back the toner that they sent me and get the correct cartridges this one time that would be great however mostly I want to sever my ties with this company and stop getting charged monthly for nothing.

  Business Response

  Date: 04/28/2023

  HP Instant has been created - Customer will be contacted by a case manager - Reference **********.

  Regards, HP Inc.

  Customer Answer

  Date: 05/05/2023

   
  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:04/27/2023

  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 have been billed monthly since September 2022 for an ink subscription, but the company acknowledges that they have never sent me ink. After a 45 minute text chat, HP's only solution is to reimburse me for only 1 month's subscription and send a "Welcome Kit." They are refusing to reimburse me for the 8 months they've charged me (or reciprocally, even send me the ink) AND won't cancel my subscription.

  Business Response

  Date: 04/28/2023

  HP Instant ink team has reviewed the complaint and have assigned a case manager to contact the customer within 1-2 business days. Case reference **********.

  Regards, HP Inc.

  Customer Answer

  Date: 05/05/2023

   
  Complaint: 19989499
  
  I am rejecting this response because:

  1. no one called.

  2. Ive already wasted hours on the phone with HP Ink to no avail.

  3. Theres nothing to discuss. HP ink acknowledges that theyve charged me monthly without ever sending ink. They need to refund me.

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

  Business Response

  Date: 05/07/2023

   HP Case reference ********** is open. The case manager has contacted the customer. 

  Should you have additional questions or concerns, please contact the Instant Ink team at **************.

  Regards, HP Inc.

  Customer Answer

  Date: 05/08/2023

   
  Complaint: 19989499
  
  I am rejecting this response because there has been no change. I received a voicemail from HP Ink stating that I would not be refunded nor are they sending me ink for the past 8 months I've paid.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/09/2023

  HP Case reference ********** is open. The case manager has contacted the customer. 
  Should you have additional questions or concerns, please contact the Instant Ink team at **************.
  

  Regards, HP Inc.

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 19989499
  
  I am rejecting this response because: It's not a response, just a delay. Are they refunding me or not.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/09/2023

  HP Instant Ink has had a chance to look over your account.
  The last printing recorded was in the billing cycle ending 02/19.
  Your account has been set to cancel and the final billing cycle ending 05/19 was prepaid by HP.
  We have no business rule to apply further compensation.
  case closed

• Initial Complaint

  Date:04/27/2023

  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.

  computer problem can not get them to fix No sound had the computer less than 6 months cost ******* phone calls more than I can count them trying to fix over the phone want tell me what to do keep trying the same things over and over again have talked to six different people still no sound for 3 weeks now want tell me what to do send a repair person tell me how to ship for repair I'am disabled would like sound on my pc

  Business Response

  Date: 04/28/2023

  HP *************** team has reviewed the case and have assigned case manager to contact the customer within 1-2 business days. Case reference **********.

  Regards, HP Inc. 

  Customer Answer

  Date: 05/03/2023

   
  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:04/27/2023

  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 a few months ago. HP offered a free trial of their instant ink program where you receive ******** for 30 days. I cancelled before the 30 days. Now they disabled my printer because they said that I have to use their ink!. I purchased an extra black ink cartridge on my own and it does not work. I called Instant ink and they said they cannot help me and now I have a printer that is useless. I cannot use my printer until they enable it even though they told me the ink was free. I also have the trial ink they sent and cant use that.

  Business Response

  Date: 04/28/2023

  HP Instant ink team has reviewed the complaint and have assigned a case manager to contact the customer. Case reference **********.

  Regards, HP Inc.

• Initial Complaint

  Date:04/27/2023

  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 a printer on 4/2/22. I don't print that often and I have already had to purchase ink for this printer at least 3 times because the printer keeps telling me that it is low on ink. I haven't even printed a whole **** of paper yet! I literally just put a new ink cartridge in the printer TODAY (4/22/23) and the printer is STILL saying low on ink/toner. I want my money back for this defective product that didn't even last a good two years. Also, I called support and was hung up on my someone named *****/Bright. HORRIBLE CUSTOMER SERVICE! I WILL NEVER PURCHASE ANOTHER HP PRODUCT AGAIN!

  Business Response

  Date: 04/28/2023

  HP Case manager is working with the customer on a resolution. Case reference **********.

  Regards, HP Inc.

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 19970129
  
  I am rejecting this response because: The business has closed this case with NO satisfactory resolution. A $25 gift card is not sufficient as I will NOT spend my money on another HP product/printer that is going to malfunction ONE WEEK after the warranty has expired so that HP does not have to do anything. They will not comply with my request. They only want to waste my time going in circles explaining that they can't do anything. I can see if it had been months since the warranty expired, it was literally ONE WEEK (7 DAYS)! I expect to be compensated either with a new printer or a FULL refund. I spent a lot of money on a printer that I expected to last more than one year. It seems that HP designed their product to completely malfunction one week after the warranty expired so that they can be absolved from making things right.

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

  Business Response

  Date: 05/03/2023

  HP case manager offered customer E-coupon voucher - Case **********.

  Regards, HP Inc.

  Customer Answer

  Date: 05/04/2023

   
  Complaint: 19970129
  
  I am rejecting this response because: The ONLY resolution will be for HP to send me a brand new printer or send me a FULL refund. A $25 voucher is NOT acceptable, unless HP has a $25 printer.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/19/2024

  Ref: ********** (related **********) - 04/22/2023 - complaint: purchased Envy 6055e printer on 04/02/22; purchased ink three times in past month as printer indicates low ink error message. Requests refund. 04/27/23 - agent educates CU that HP is unable to replace or refund as unit is OOW by 9 months. Agent offers $25 coupon; CU declines offer, and threatens BBB. Ref: ********** - 5/16/23 - case escalated for refund request. 06/20/23 - agent sends email to CU to educate CU that HP is unable to replace or refund as unit is OOW. Agent offers $75 coupon. Awaits CU's response to email. 06/28/2023 - CU "doesn't want to spend any more time with HP".

  
  

  Customer Answer

  Date: 08/19/2024

   
  Complaint: 19970129
  
  I am rejecting this response because: They are incorrect as the printer was out of warrantly by 7 days (one week), not 9 months. I wanted HP to fully replace the printer since it was only out of warranty for 7 days (one week). Almost as if it was programmed to fail. HP has indicated that they do not have a printer that costs $25 or $75, so I refuse to spend any of MY money on a printer that will malfunction one week after the warranty has expired.
  
  Sincerely,
  
  *******

  Business Response

  Date: 08/21/2024

  HP *** is sorry to read your comments. Your Envy 6055e Printer TH215CD12T did not qualify for refund as it was 12 months old. Case Manager offered you $75.00 Coupon towards the purchase of new printer, you declined. You also stated in not so nice language you did not want to spend any more time with HP and remove all details from HP database, reference case **********.

  Regards, HP Inc.

  
  

  Customer Answer

  Date: 08/21/2024

   
  Complaint: 19970129
  
  I am rejecting this response because: I am not happy with the outcome of this experience and will never purchase an HP product again. I have purchased another printer with a reputable company that will not malfunction one year after purchase. I feel that HP programs their products to malfunction after the warranty has expired so that they do not have to be responsible for repairing or replacing the product. The only option is to purchase another warranty, which I do not believe is a comparable option. I do not believe that HP cares about it's customers or the quality of their products. Please do not contact me again regarding this issue. I will reject every response going forward for the reasons I have previously stated.
  
  Sincerely,
  
  *******

• Initial Complaint

  Date:04/27/2023

  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.

  Last week my daughter connected with an HP customer service rep via chat ************************* to try to resolve an issue with her laptop screen. There are lines on her laptop screen. We sent a screen shot of the laptop issue to the ********* rep tried to say it was out of warranty, however, we just purchased it 5/5/23 and we sent a receipt showing so. The rep kept stating that clearly the laptop was damaged and we would have to be pay for repair. The laptop was not damaged. We tried to explain this to them and asked to speak to a manager several times. The rep diregarded my daughters and I stepped in to try to help. I asked to speak to a manager and they said her manager would say the same that we would have to pay. Again I asked to inquire with a manager and never did get to talk to a manager. I have attempted to call HP and unable to get through. There is no email to send the chat and receipt to show this was purchased 5/5/22 and the warranty is still good. We want this laptop replaced as it not even a year old and the screen is showing lines on it. I feel that this rep disregarded my daughter just because she's a college student and didn't actually listen to her needs. She was very condesending. We just want this laptop replaced as it is still under warranty. The receipt is attached.

  Business Response

  Date: 04/28/2023

  HP case management team has reviewed the complaint and we have assigned a case manager to contact the customer within 1-2 business days. Case reference **********.

  Regards, HP Inc.

• Initial Complaint

  Date:04/27/2023

  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.

  The company name is HP Instant Ink. I ask if there are the company Hewlett-Packard at first I was told no then yes. Where my emails go is HP Instant Ink. I was been asking for a 4 months or more for my bill to be corrected all I get is lies and run around. I was sent an email back last November and it said that they can not deliver the paper to the address I use and that my billing would be corrected to take off the bill. As of December I was to only be billed for the ink but yet they have for months continue to bill me for the ink and paper to be delivered. They shut down my printer for months so i can not use it. i just found ok they put something a thing in the ink that let them control my printer. They told me they shut it down. This has to stop me in many way to continue use of my printer. Yes I need my print even today they said to pay a bill i do not owe then i can use my printer. Why should I pay what is not owed. I feel this company is scamming people. i ask for corporate contact and was denied. This company should be investigated. I will try to upload a copy of the email that was sent to me from HP Instant Ink saying that they can not deliver the paper. It is a chip they said that they put in the ink cartridge. No I never knew they did they. This company should not be allowed to avoid making corrections when they over charge customers. They also should not be allowed to not give who is over them including corporate information the issue is not resolved and they do not address the issue at hand to be corrected. They should not be in business to rip off customers. They should not be allowed to bill customers while they take forever to get back to them just to continue to bill them even tho they shut down the use of their printers while they take months to get back to the customer. Is this how **********************-********************** treat their customers and rip them off.

  Business Response

  Date: 04/28/2023

  HP case manager has been assigned the case 5101065590, and they have been working with the customer on a resolution.

  Regards, HP Inc.

• Initial Complaint

  Date:04/27/2023

  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 ordered HP ink for printer xl cartridges they sent the wrong size. I uninstalled and called since it didn't work and I paid over $100 for ink. ****** who answered the second call asked why I waited to put ink in the printer I said because the original cartridge was not empty. Poor customer service she tried to get the manager to help however since they were opened and after 30 days they couldn't do anything. Depending on resolution is rather or not any other computer or HP ink products will be purchased. As of right now no,

  Business Response

  Date: 04/28/2023

  HP *************** has reviewed the complaint and we have assigned a case manager to contact the customer within 1-2 business days. Case reference **********.

  Regards, HP Inc.

  Customer Answer

  Date: 05/03/2023

   
  Complaint: 19962191
  
  I am rejecting this response because:
  My phone was out of order till now. I had a voice mail about instant ink. This was regular ink refills. I have opened these new cartridges  that I can't use. I would gladly send these back if you would replace foe part needed xl ink all then I would accept and return something I have no use for.
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/03/2023

  HP *************** has reviewed the complaint and we have assigned a case manager to contact the customer within 1-2 business days. Case reference **********.

  Should you have additional questions or concerns, please contact the Instant Ink team at **************.

  
  Regards, HP Inc.

  Customer Answer

  Date: 05/04/2023

   
  Complaint: 19962191
  
  I am rejecting this response because:
  It is xl ink regular not instant ink. After Hp gets in touch with me and a satisfactory  response I will gladly accept.
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/07/2023

  HP *************** has reviewed the complaint and we have assigned a case manager to contact the customer within 1-2 business days. Case reference **********.

  Regards, HP Inc.

  Customer Answer

  Date: 05/08/2023

   
  Complaint: 19962191
  
  I am rejecting this response because:

  The business did reach out to me at my correct #. 

  However after recap of situation no resolution was given. He did ask me to find otrder email. I searched back to 04/08/23 the order occurred  before that date and thus far i couldn't  find.

  ei emailed Hp and tried phone but unsure if correct person.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/09/2023

  HP Case manager has been in contact with the customer on May, 4th, Case reference **********. The customer has the case managers contact information.

  Regards, HP Inc.

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 19962191
  
  I am rejecting this response because:

  There is no resolution  as of yet. I have contact information.  HP is suppose to get with me tomorrow.  Once resolution is complete.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/09/2023

  HP Case manager ***** tried reaching out to the customer today, no response- Case reference **********- He will try again via phone and email May, 10th.

  Regards, HP Inc. 

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 19962191
  
  I am rejecting this response because:
  We in fact spoke today. He said he would call me on the 10th. 
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/10/2023

  HP Case manager will contact the customer on options available.

  Regards, HP Inc.

  Customer Answer

  Date: 05/10/2023

   
  Complaint: 19962191
  
  I am rejecting this response because:

  I have not heard back from Hp today and I don't know the resolutions  or options.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/19/2024

  Ref: ********** - 04/28/2023 - (Dup #***********) - CU ordered XL cartridges (HHO #*********). CU reports wrong size received, regular retail size rather than 902XL. Agent confirmed wrong cartridges sent from ***. Ref: *********** - 05/04/2023 - Exception approval given (original cartridges >30 days and boxes opened) to replace with full set of 902XL cartridges. CSO#H*********. CU gives permission to close case after receiving delivery.

  
  

  Customer Answer

  Date: 08/19/2024

   
  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:04/27/2023

  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.

  April 20,April 13 my printer ran out of CYAN. I am enrolled in ** InstantInk. The ** Smart screen says "Never Run out of Ink". Now I find out via internet that I can't just buy a replacement cartridge as the printer is enrolled in Instant Ink and if I quit Instant Ink I can't use the existing cartridges. Yesterday I finally got a hold of someone at **. After a very long call, I got the impression they were stalling me and I was ultimately told they would ship a cartridge sometime next week. Is there some reason your process didn't detect low ink? In cases where someone runs out of ink, is there an expedited shipping process versus "sometime next week"? If not I might rethink this whole process.

  Business Response

  Date: 04/28/2023

  HP Instant ink team has assigned a New case **********. The customer will be contacted by a case manager within 1-2 business days.

  Regards, HP Instant ink

• Initial Complaint

  Date:04/27/2023

  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.

  This company knowingly sells defective products to disadvantaged businesses. Afterward, they won't accept their defective products. I made them aware of the fact that their product was defective on 3-9-2023. The operating system became corrupt after I started a full backup of the operating system. I called them at ************** on 3-9.2023 at 9:38 PM EST. (Please see the screenshot.) I was on the phone with the technician for 41 minutes. When he couldn't resolve the issue, he said that he would process a refund for me and I should wait to receive the shipping label. That said, time went by and I never received the label. I followed up with them via telephone and email. They professed ignorance. Finally, on 4/20/2023, I tried calling them again. They then told me that they didn't want to accept it back. After further research, I learned that this is how they routinely treat disadvantaged businesses. I want my money back and I vow to NEVER purchase devices from this company for my business and clients. I want my money back! I want my money back! HP should not call me on a recorded line if they don't want to be sued for violating the all-party laws of ********.

  Business Response

  Date: 04/27/2023

  Case management team is working with the customer on a resolution- Case reference **********.

  Regards, HP Inc.