Business Profile

Network Computers

HP Incorporated

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Complaints

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

Customer Complaints Summary

2,367 total complaints in the last 3 years.
869 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:04/25/2023
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 laptop and 3 year warranty from the ** website in Dec. 2019. ** stated that if the warranty was not used, then I could fill a form out and be refunded the entire purchase amount of the warranty after the 3 years were up if it was submitted within 90 days of warranty expiring. I filled out the form and emailed it and supporting receipt/documentation to the address listed on the bottom of the form on Jan 10, 2023, well within the 90 day period. Did not receive any response to my submission. Emailed again Jan 25th to try to make sure they received my form. No response. Form said to allow 8 weeks to receive rebate check. It has now been 14 weeks, and no check. Tried to call customer support probably 10 times since my emails to check, wasting hours of time. The automated system does not recognize my serial number, so I have to try to bypass the system. Most of the time the system disconnects me after long hold times. If I do get a hold of someone, they transfer me elsewhere, and I am disconnected again. I posted in the ** community forum, and someone claiming to be an ** employee replied that since they are short on CSRs, to follow the link to submit an inquiry. The link just takes me to the ** "customer support page" where the only option it will give me is to call a phone number again for "out of warranty service". This appears to be a complete scam. I don't know what else to do besides submit a complaint here and hope someone from ** responds. The resolution I will accept is a complete refund of my warranty purchase price, as promised by **.
Business Response
Date: 04/26/2023
HP Rebate escalations team will contact the customer regarding the rebate inquiry. The customer will be contacted within 24 hrs.
Regards, HP Rebate Center
Customer Answer
Date: 05/07/2023

Complaint: 19953047

I am rejecting this response because:
They said they would contact me within 24 hours. It has been four days, and I have not been contacted still.

Sincerely,

***************************
Business Response
Date: 05/09/2023
HP Rebate team has the case in their queue. The customer will be contacted within 1-2 business days.
Regards, HP Inc.
Initial Complaint
Date:04/25/2023
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.
I've been trying to get my computer repaired through HP since 02/21/2023 (Case Number **********; HP Case Number **********; HP Case Number **********; HP Case ID:********** ) to no avail. I've sent the unit in multiple times ***************** Order #***********; **************** Order # ***********; **************** Order # ************ for over a month now and each time not only is my computer not fixed, it comes back with a new problem (The ************ attempt, the issue was that my laptop overheats whenever the charger is plugged in. The trackpad also works intermittently to the point where it's often difficult to click on anything. The laptop also takes significantly longer to start up. The second time was my keyboard no longer worked. This third time, the laptop won't even come on.Whenever I contact HP, I get hung up on, inaccurate information, agents/managers who won't listen to my issues, etc.At this point, I would like a replacement unit, as it's been over a month since my original contact date (02/21/2023) and I'm still without a working computer, through no fault of my own.
Business Response
Date: 04/26/2023
HP *************** team has reviewed the complaint and we have assigned a escalations case manager to contact the customer- Reference case **********.
Regards, HP Inc.
Customer Answer
Date: 05/04/2023

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, provided my laptop comes back properly repaired. Please keep this case open until I receive my laptop back from HP Inc.

Sincerely,

*********************
Initial Complaint
Date:04/25/2023
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 printer in Oct 2022. I enrolled in the Instant Ink subscription. I received my welcome package with ink in October and never received any ink after that. The ink cartridges ended up being defective so I contacted HP and they sent me new ones to replace the defective ones. But still never received any subscription ink. Since October I have been paying for my subscription plus having to buy my own ink. Receipts attached. I contacted customer service on multiple occasions and they all said they would rectify the situation but never have. I would like a refund of all my subscription fees paid to date as they have been billing me but but sending me anything.
Business Response
Date: 04/25/2023
HP Instant ink team has been assigned the case for customer contact. The case reference **********, the customer will be contacted within 1-2 business days.
Regards, HP Inc.

Initial Complaint

Date:04/25/2023

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 attempted to return 2 defective printer ink cartridges to have them replaced with new ink cartridges. All I got was a huge run-around after talking to multiple agents, including supervisors. I was hung up on (more probably disconnected) twice by ***** and Lovely while trying to express my concerns. All I want is a quick resolution: two black ink cartridges (one 920XL -extra large and one Regular 920- ) to be sent to me without delay to replace the two I have that are defective. The first cartridge was already picked up by ***** and I requested the same come-to-the home service for the second cartridge since I cannot print a return label, but no one could do that for me. I have been left with no way to print a shipping label since the printer was lacking black ink. (see letter to company executive)

Business Response

Date: 04/25/2023

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

Regards, HP Inc.

Business Response

Date: 05/23/2023

HP Case manager is working with the customer on a resolution. Case **********. The details have been sent to the case manager.

Regards, HP Inc.

Customer Answer

Date: 05/25/2023

Complaint: 19947348

I am rejecting this response because: Two of four replacement ink cartridges sent were with expiration dates of May 2023 (only good for 6 months until expiration. Replacement ink should be good to at least 2024! This is the same problem I experienced with the original defective ink cartridges that failed. So their solution is no solution at all; just a perpetuation of the original problem. No thanks!

Sincerely,

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

Business Response

Date: 08/19/2024

Ref: ********** - 04/25/23 - Defective black ink cartridges reported by CU (*****XL & ***** Regular). One cartridge already returned to HP; unable to print label for second cartridge. CU requests replacement and time compensation. HP sends one set of 920 XL cartridges. CU reports two cartridges are expired. Agent continually asks for pictures. CU unable to take photos. Agent offers $25 coupon; CU verbally accepts. Coupon applied on 06/010/25. Solution confirmed: receipt of four cartridges and HHO coupon.

Initial Complaint
Date:04/25/2023
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.
A Hewlett Packard store tech rep offered a combo hp 64 ink set for $20 as I understood it on 4/3/2023. However, I did not realize that he charged me $29.73 vs the $20 until after I paid by credit card. I promptly requested cancellation. The agent said that he was unable to cancel but hp would credit my card in 5 to 7 days and confirm by email. I received an email for the order (next day) but cancellation was never confirmed. Not only that but the order sent by email did not even state the costs.I called hp and tried to verify credit of the $29.73 but I was shuffled from department to department. The purchase was made thru tech support and the consensus was that the credit should be done there. The tech people said that they could not do it and that only sales **** could do it, and so on and so on. How a huge corporation like hp could be so inept in this area is beyond me. Nine work days have gone by and hp has yet to issue a refund. . The so called sales order#BTXL4629-01 is attached.
Business Response
Date: 04/25/2023
The case has been assigned to a case manager to contact the customer within 1-2 business days. Case reference **********.
Regards, HP Inc.
Initial Complaint
Date:04/25/2023
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 on Jan 31,2023. I only used it a few times and then the battery stop holding a charge on Feb 26,2023. I contacted the help desk online chat and trouble shot the issue with them on chat and on the phone, sent pictures, etc and 2 hours later the ** Representative told me I would have to send it in for repairs and it would cost me about $400. I purchased the Laptop for $430.09. It is under warranty, I've owned it for 26 days, and then ** stated, since the charging port looks self inflected I have to pay for it. This went back and forth for a while and then I was contacted by ** again and was told it will be taken care of, and I have to be patient. It has been almost 2 months and I still have the broken laptop in my possession. Now they are asking me for the same information, and saying I have denied their assistance, why will I not send pictures, trouble shoot it, etc.. I responded I have already done all of that. As of last week I resent the pictures again, and now it's silent once more. It seems like nothing is being done. I've attached the entire chat I had with the Rep on **** followed by all emails I have had thus far. At first I wanted it repair but now I just want my money back. The ** also sent 2 letters to ** and still they are not responding.
Business Response
Date: 04/25/2023
Case Reference- **********- The case manager is working with the customer on a full buyback/refund. The customer was sent an email with return labels to return his product back to HP.
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:04/25/2023
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.
In December 2019, I purchased two laptops directly from **. The sales representatives told me they had an amazing 3 year extended warranty I could purchase for an additional $108.74 per laptop. If I had any issues at all in the next three years, they would fix or replace the laptop. And if at the end of three years I never made any warranty claims, ** would refund to me $100 (per laptop). So I purchased ** 3 year Pickup and Return Accidental Damage Protection for Consumer Notebooks. On December 5 2022, having never made a claim on either warranty, I sent the rebate claim form to ***************** along with supporting documentation. On December 6, 2022, I received an email from **************** confirming that my claim forms and documentation were complete, telling me they would send an update soon on the rebate, and informing me that it could take ***** weeks for them to process my claim. It has been four months, and I have received no update and no rebate checks. I have reached out to ** repeatedly via email and by submitting requests for update on the website contact form, and they do not respond at all. I have wasted so much time on this, and I would give up, except that I think it is wrong for ** to market and sell service packs to people and then not make good on their promises. I am very sorry to say, ** is still selling this service pack today. People should be made aware that ** will ignore them if they try to get a rebate.I would like assistance from the BBB in getting a response from ** and my rebate for the price of the invoice on both laptops since I did not use the service.I am attaching rebate claim forms, invoices, product description from the ** website, and FAQs from ** website with relevant portions highlighted.
Business Response
Date: 04/25/2023
HP Rebate team has been notified of the customer rebate inquiry. The rebate team will contact the customer with 1-2 business days.
Regards, HP Inc.
Customer Answer
Date: 05/07/2023

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 reached out to me, apologizing and letting me know that the claim would be processed. I subsequently received rebate checks for both laptops/extended warranties for the full amount promised in the warranty agreement.
Thank you for your assistance with this matter. I am very satisfied with the outcome.

Sincerely,

***************************
Initial Complaint
Date:04/25/2023
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 my HP PC on Nov.30, 2021. Two and a half months after the 1 yr. manufacturer warranty expired, and my laptop is totally useless.My PC did a Windows 11 update and then did a restart, it went into an Automatic repair loop and something called Bitlocker.Nothing I've tried fixes it. I've even put in my restore key when in the Bitlocker prompt. I only return to the Automatic repair loop. I've contacted HP customer PC support and they won't offer any help unless I pay for their repair tech service.This is not right, your updates did this. There are numerous complaints from other customers with the same issue.This should be a product recall or class action lawsuit.
Business Response
Date: 04/25/2023
HP *************** team has reviewed the customer complaint. We have assigned a case manager to contact the customer within 1-2 business days. Case **********.
Regards, HP Inc.
Customer Answer
Date: 05/07/2023

Complaint: 19939709

I am rejecting this response because: They never contacted me in regards to my problems or issues.

Sincerely,

***********************
Business Response
Date: 05/09/2023
HP Case manager tried following up and contacting the customer, made several attempts - Case Reference **********. The customer has the case manager's contact information.
Regards, HP Inc.
Customer Answer
Date: 05/14/2023

Complaint: 19939709

I never received any response from HP nor do I have the case managers contact info which was never given to me..
I am rejecting this response because:

Sincerely,

***********************
Initial Complaint
Date:04/25/2023
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.
Tracking number ***** ************ Date of the transaction: February 24 2023 I paid around $300 to $400 The printer didnt work at the first because the paper always used to get stuck. I did the shipping February 24 for guaranty with the tracking number that I just provided previously. They sent me a new printer and it didnt work as well because it was incomplete, it didnt have the ink head. I proceeded to call the company and they told me that they will send me a new printer. This printer was also incomplete with the same problem. I have called an incredible amount of times, I already have about 10 open cases for this problem and I still waiting for a solution. I contacted this person: Manny HP Escalations Case Manager CS ******** E-mail: ************* ************************** HP ******* He was the one that sent both printer without the ink head. I am really tired and exhausted of this problem, I have already complained and opened a these 2 complains: ******* ********** I will provide the number of cases:********** ********** ********** ********** I am requesting immediately help! Also, these 2 printer were sent to the wrong address, I needed to drive, pick up them, and talk with the owners of the other house telling them that I wasnt stealing their packages, that they were mine but the company could send them to the right address, no idea why. With this complains and all the evidence that I can possibly provide, I again request for immediately help.
Business Response
Date: 04/25/2023
Case manager is already assigned on the customer's case. They are working towards a resolution, New Case **********.
Regards, HP Inc.
Initial Complaint
Date:04/20/2023
Type:Billing 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.
Long story short, hp **** has charged my card 11 times without my consent, the agent on chat is wasting my time on purpose without giving a resolution.
Business Response
Date: 04/21/2023
HP case management team has reviewed the complaint and we have assigned a case manager to contact the customer - Reference Case **********.
Regards, HP Inc.

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HP Incorporated is NOT a BBB Accredited Business.