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Business Profile

Network Computers

HP Incorporated

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Network Computers.

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

    • 2,368 total complaints in the last 3 years.
    • 869 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/20/2023

      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 am so saddened that I have to continually complain about your printer-scanner. I was given a replacement that was supposed to be able to scan without refilling the ink, AND that was a lie. THEN, I was also told that this replacement would NOT have the same issues with the scanner, AND that was a lie. I can no longer scan, which means, I can no longer work (not that HP gives a crap). THEN, when I call to get help, I am always speaking to a foreign country, but the problem is, the English IS NOT THE SAME and I get so tired of the other person restating and repeating everything I am saying as if they have no English comprehension whatsoever, which is frustrating. I cannot get the required help to troubleshoot EVER becuause I am respectfully requesting an ******** with excellent command of English, BUT that will never be honored. I NEED TO BE ABLE TO SCAN and the issue IS NOT on my end thank you very much. You provide consumers with false advertising regarding your printers and store owners repeat the same lies you tell them. WHYYYYYYY must I complain here again?

      Business Response

      Date: 05/03/2023

      HP *************** has reviewed the customer complaint. We have assigned a case manager to contact the customer. Case **********.

      Regards, HP Inc.

    • Initial Complaint

      Date:04/19/2023

      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 sent a PC in for warrenty accidental damage and when it was returned the screen had issues but was replaced. Multiple calls were made and ended with cat and mouse games of "someone will call you" but no one called me and tickets were closed or not logged. I sent the computer in again and the computer screen was replaced again but this time has damage to the upper right corner and when pictures were sent I have a in writing email from HP agreeing that they damaged the computer but I have asked for a loaner laptop to send my laptop in which each time I am told is possible but no effort is made to get that department to call me. I have requested the case be escalated and escalations team will email me twice asking for times to call me and I never hear from them again and my case has been handed of 3 times now. HP has admitted to damaging my $2,000+ Laptop and has done nothing to fix the issue and I will not pay them a dime untill it is fixed. I also will not lose business because they have my laptop for how ever long it takes.

      Business Response

      Date: 04/20/2023

      HP Escalations case manager working with the customer on a resolution. New case reference - **********.

      Regards, HP Inc.

    • Initial Complaint

      Date:04/19/2023

      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.
      Case #**********. It was recently canceled the case. I purchased the ** care pack 4/16/2020. And I was told it was expired. The care pack isn't expired. I sent the proof. Yet they need to fix my laptop/notebook. I am eligigle to send in my notebook/laptop.

      Business Response

      Date: 04/20/2023

      HP Case manager contacted the customer and set-up a service under order BTXT7485-01. Reference case **********. The case manager will follow up with the customer.

       

      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:04/18/2023

      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.
      On March 16th I contacted HP instant ink about a problem concerning my printer's ink case number **********. The printer was brand new and came with a free 9-month subscription to Hp Instant Ink I received my first supply of ink from HP instant ink I installed it into my printer and the printer would not print with the new ink so I contacted HP Instant Ink to help fix the issue and upon speaking with a customer service representative about this issue we spent over 2 hours on the phone/Remote trying to fix what we both thought was an ink issue (it was not it was an internal web issue with HP instant ink itself which I would find out the next day on the 17th of March) I was told on March 16th by Hp customer service rep that if I went out and purchased new ink I would be reimbursed for my purchase of the ink so I went to ******* on March 16th paid $31.98 for the ink, contacted HP instant ink on March 17th to finish the repair for my printer in which we found out it was not an ink problem. I was told to send in my receipt showing the purchase of the ink by email which I have the emails but HP instant ink refuses to reimburse me my money they said they applied it as a credit to my account which was not what I was told. I was told I would be reimbursed for my purchase not credited. I have proof of this in emails plus they said the conversation was being recorded. I didn't need to purchase ink when I already have a subscription with hp for instant ink, but I was told to do so yet HP will not reimburse me for the ink that I was told to buy. I am not able to get any information from HP they will not and have not returned any of the calls that is only supposed to take 24 to 48 hours to return I just want my money back,

      Business Response

      Date: 04/19/2023

      HP Instant ink case manager working with the customer, Case #: **********. A refund check was processed on April 14th
      Amount: ***** USD. Allow 3-5 days for delivery.

      Regards, HP Inc.

      Customer Answer

      Date: 04/28/2023

       
      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:04/18/2023

      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 reached out to a subsidiary under ownership of HP called hyper x regarding a headset I had purchased that boasted a 2 year warranty. I have had the headset for about 1 year and 3 months. Recently when taking the headset off my head, one of the earpieces detached from the frame. I reached out to customer service via the website chat feature to file a warranty claim, and received the response that my faulty headset was not a "known manufacturer defect" I just want the headset replaced and provided photos of the headset and the purchase confirmation.

      Business Response

      Date: 04/18/2023

      HP case management has assigned a case manager to contact the customer within 1 business day- Case reference **********.

      Regards, HP Inc.

    • Initial Complaint

      Date:04/18/2023

      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.
      December 10, 2021, I purchased a ** Officejet ****e printer and it worked most of the time. My warranty end date was January 8, 2023. In the last 9 months, most every day I need to turn the printer off, turn my computer off, reinstall the printer, reinstall the print doctor, and still the printer spools or is not found or recognized. Also, more recently, owners of ** printers are directed to create login to ** and print via the web? I am not clear about the reason why the owner of the printer - must go online to print when this was not what I purchased. I purchased a printer for my office to connect to my network and work with my technology, not the ** cloud. I have always had ** - for the past 20 years and have never had issue until this printer (** Officejet Pro ****e). This printer is problematic and I have not been successful at getting to a resolution. I have followed all the directions to fix the issue and I still have the issue. I have a warranty and would like the issues fixed or my money back or a new printer that works. I have tried to read ** and I have been unsuccessful. I have tried to post my issues in the community and read others post about the same issues. Continuously, ** posts a litany of fixes and if all fails, they say contact us, but they are not available.

      Business Response

      Date: 04/18/2023

      HP *************** has assigned the case to a case manager- Reference Case **********. The customer will be contacted within 24 hrs.

      Regards, HP Inc. 

    • Initial Complaint

      Date:04/18/2023

      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 have been using my HP OfficeJet Pro **** and it's been working just fine even though it is several years old and technically out of warranty. A month or so ago the printer asked me to update the printer now the printer will not print anything. HP has essentially bricked my printer and their only solution is for me to buy a new printer. I think this is outrageous. The printer didn't die of old age. It stopped working because of a software update that they made me do. I am demanding that they replace my printer will a comparable all-in-one printer system that is compatible with the 952 series ink cartridges. As I know also have many recent ink cartridges that no longer work. I have spent countless hours on the phone getting passed along to 6 different people. I want a resolution immediately.

      Business Response

      Date: 04/18/2023

      HP *************** has assigned the case to an escalations case manager. The customer will be contacted - New case **********.

      Regards, HP Inc.

    • Initial Complaint

      Date:04/17/2023

      Type:Order 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 continually delayed shipment of product and and continues to provide no option for cancellation/refund until the order is shipped. The current estimated delivery is nearly 2 months later than originally promised and I have no idea if it will even ship then. HP has given misinformation about the delivery date twice.

      Business Response

      Date: 04/18/2023

      ** shopping reviewed the customer Order number: **********. The product is a customized unit that would require a special build and there was a parts delay. The order is estimated to deliver between 4/27-5/2. The ** shopping rep is looking into the delays. 

       

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

       

      Regards, ** shopping

    • Initial Complaint

      Date:04/12/2023

      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.
      Purchased a HP **** series printer - kept losing wireless connection to my computer 5 to 20 times per month. Saw multiple complaints online- I called - the rep sent replacement - HP Envy ****e for faulty printer. New printer works fine. March 9, 2023, the HP Instant Ink Black cartridge ran out of ink. Opened new black cartridge and it wouldn't work. Spent 2+ hours on the phone - trying to trouble shoot, being escalated and finally being told the cartridge was faulty-couldn't send another cartridge out for 5 to 10 days. I told the representative that I needed to print that day. Rep told me to go buy a HP black ink cartridge. Asked if I would be reimbursed - she said she would escalate that request. Asked if I needed a color one too and she said no. I went to Staples - bought the black cartridge for $34.95. Got home-called again to verify that this was correct before I opened the package. The Rep told me Ihad to use either Both HP Instant Ink OR both store HP cartridges and that I couldn't mix them. Went back to the store, returned the first black cartridge & purchased cheapest combo pack that they had for $ $55.70. Came back, installed both- message popped-I still had to pay for Instant Ink - even though faulty cartridges they sent didn't work & I had to buy other ink. ******* a supervisor called, and then said she had to escalate the request. I received a message stating my request for reimbursement was denied. Called again - wanting my cash back. **** says I paid too much, they would be crediting my HP card, she finally admitted I don't have any card, it's in the firmware. Stated they would be crediting my Instant Ink account. Told her for the 3rd time, I want my cash back. I no longer want to use HP Printers or Instant Ink. I want my cash back. She said she will not refund my cash back. I have received a credit on my account for a little over $13.00. I want my cash back - I was forced to buy ink cartridges because HP Instant Ink sent a faulty cartridge.

      Business Response

      Date: 04/13/2023

      HP Instant Ink case manager will contact the customer- Case **********

      Regards, HP Inc.

    • Initial Complaint

      Date:04/12/2023

      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.
      HP Instant Ink:Monthly service for ink that *** not arrive based on data they receive. If you receive any ink cartridges, you must pay the monthly subscription to use them. Essentially, they are forcing customers to pay twice- once for the "service" and then again for the ink to be used. I am not looking for the BBB to do anything other than investigate this subscription practice.

      Business Response

      Date: 04/13/2023

      HP Instant Ink offers customer's several options on subscriptions available for the program. Should you have additional questions or concerns, please contact the Instant Ink team at **************

      Regards, HP Inc.

    HP Incorporated is NOT a BBB Accredited Business.

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