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

  950 W Maude Ave Sunnyvale, CA 94085

• 

  HP Incorporated

  303 Second St #500 San Francisco, CA 94107-3639

• 

  Hewlett Packard

  420 Mountain Avenue P. O. Box 6 Murray Hill, NJ 07974

• 

  Hewlett Packard Company

  45 BARNWOOD CT FLORENCE, KY 41042-9110

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:06/16/2025

  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. 
  

• Initial Complaint

  Date:06/14/2025

  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.

  Laptop status hasnt updated . I am worried I wont get my laptop before July . CASE NUMBER : BXBV731401.Please have a technician from grapevine texas call me

  Business Response

  Date: 06/17/2025

  An HP Escalations Case Manager has been assigned to new Escalated Case 5144500866 to address the customer's concerns. The customer should be contacted within 2-3 business days. 
  Regards, HP Inc.

• Initial Complaint

  Date:06/14/2025

  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 purchased a Voyager 6200 UC headset (~$200) when I started working from home. The device was quite good, but after about 3 years of mild service, the device no longer accepts a charge. I called *********** (owned by **) to ask about options for repair or replacement and they said my only option is to replace the unit. I am quite disappointed as this is supposedly a high end headset. (I have other blue tooth headsets that are much older than this and still work fine.) In addition, I am frustrated that there are no options for repair. It is wasteful to make a product that has such a short lifespan and is not able to be repaired.

  Business Response

  Date: 06/17/2025

  ** apologizes for the inconvenience, but we need more information from the customer because we were unable to locate an HP customer profile. Please provide the Serial Number for the Plantronics Voyager 6200 UC headset, and any related HP Case numbers so we can further assist with your issue.

  Please note:  Serial number is ********* digits, letter number combination, no dashes or spaces; usually located  near the bar code.
  Regards,*******

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23468898
  
  I am rejecting this response because:

   

  HP has requested additional information.  Here is the serial number of my Voyager 6200 UC Headset - ******
  
  Sincerely,
  
  ***** ***

  Business Response

  Date: 06/26/2025

  HP acknowledges the customer's experience, but based on the ******************* Warranty terms, the warranty coverage applies only for the specific duration stated at the time of purchase. As the customer's unit is beyond the warranty period, it is no longer eligible for warranty support under these terms.  Customer's unit in question is outside the warranty period, any service, repair, or replacement options would fall outside the scope of *** standard warranty coverage unless an extended warranty was purchased. If further assistance is required, the customer may consider local third-party service providers.

  Regards,
  ******

• Initial Complaint

  Date:06/13/2025

  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.

  I have cancelled my HP Instant Ink subscription in May 2025. The subscription was completed Jun 1, 2025. I was supposedly debited for the subscription June 12, 2025 for it was a post payment to that subscription that was cancelled. I have tried to remove my printer for I am trading it in for money off on a different brand at *******. The ** website using my account login will not allow me to remove the printer for it says it still has an active subscription. I have also tried to remove my credit card from my profile since I will not be using HP Instant Ink anymore. This is also not possible, under manage payment form, it only allows you to input a new form of payment, but not remove that form of payment you already have. I am afraid, this will lead to them perhaps continuing to charge my card even if the subscription is cancelled. The reason for assuming this, when I cancelled my subscription it never informed me I would be getting a final bill in the middle of June 2025.

  Business Response

  Date: 06/17/2025

  An HP Instant Ink Case Manager has been assigned new Escalated Case 5144495932 to address the customer's concerns. The Customer should be contacted within 2-3 business days.
  Regards, HP Inc.

• Initial Complaint

  Date:06/13/2025

  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.

  We purchased an All-In-One PRINTER from HP--Hewlett Packard. After only several weeks the PRINTER no longer printed documents; it was as an All-In-One (scanner, copier, etc.) useless. We contacted **; they tried several times via phone to walk us through a fix--all efforts failed. They finally shipped to us a replacement PRINTER--which arrived yesterday. The replacement PRINTER (another All-In-One HP 8015 e Printer) came with no power cord, no warranty, no User Manual, no essentials to be of any use. Thus, we are still without a working copier, scanner All-In-One Printer. All efforts to get ** executives to do the right thing have failed. They will not reply to our calls and emails. Outrageous corporate behavior AND lousy (unacceptable) products. We requested a brand-new Printer of the same model--or an upgraded model; ** refused to do either. ** is acting irresponsibly towards this consumer. Our contact information follows: ******* ******, President, *******************************, ****************************************************. Tel. ************. **'s HQ is in *********, **********. Should I (also) file my BBB complaint with the BBB in **********? Or do you refer this complaint their way?

  Business Response

  Date: 06/17/2025

  HP appreciates the customer's feedback and acknowledges the customer's experience.  Currently, an HP Escalations Case Manager is currently working with the customer towards a resolution, reference active Escalated Case **********. Customers comments  from this ******************** complaint have been documented and Case Manager alerted to contact the customer as soon as possible.

  Regards, ******* 

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 23464575
  
  I am rejecting this response because: The same fellow who refused to replace and/or fix our defective ** 8015e All-In-One Printer/Scanner/ has thrown roadblock after roadblock with repetitive demands for "proof" of our purchase of the ** 8015e from Staples. We keep sending the guy those proofs, and he is never satisfied. This guy s not a truly disinterested representative of ** and being so close he should not be the respondent for **. Why haven't ** execs assigned a senior case manager or specialist to answer our BBB complaint? Indeed, we have repeatedly emailed the top executives at **--none of whom have ever replied to any of our emails. What a company!
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 07/01/2025

  The customer is already working with a Case Manager at the highest level in Executive Escalations.  Case Manager was requesting a copy of the original receipt and there is something sent from the customer in the attachments.  ** 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: 23464575
  
  I am rejecting this response because: This business is jerking me around. They refuse to change the obtuse and mean-spirited Case Manager they have assigned to my complaint-- the same guy who puts  barrier after barrier in my way to keep from settling this dispute. He is the same guy who sent us a non-functioning (incomplete--and not new) "replacement" Printer, a printer that does not work, and which doesn't have the parts to work. The "replacement" sits on the floor in my office.The same "Case Manager" then demanded from me "proof" of purchase which I have sent to him--which he refuses to acknowledge as proof of purchase. This particular HP  "Case Manager" needs to be removed from this case--he is jerking me around. The straightforward solution to this is for ** to send me a brand-new--not used--HP Printer or the total cost (approx. $190 or $195) I paid for the original HP All-In-One Printer. This obstinance on the part of HP is unbelievable and unacceptable. P.S. The executives at ** won't even respond to our many emails to them. They stand firmly behind the robot they identify as a "Case Manager." ** is playing us--you and me; I will not accept their obfuscation and nonsensical refusal to send us a brand-new, complete All-In-One HP Printer or full refund.
  
  Sincerely,
  ******* ******

  Business Response

  Date: 07/09/2025

  ** apologizes for the inconvience, but we need more information. Escalations Case Manager sent customer an email on 6/23/2025 advising customer receipt is needed to proceed further.
  It appears customers email was not sufficent and did not include an actual receipt.
  Reference case **********.
  Regards, ******.

• Initial Complaint

  Date:06/12/2025

  Type:Customer Service 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 writing this because I am frustrated it's impossible to get in touch with a company *** that listens to my entire issue, and then understands what I'm saying/ can help resolve my issue. I am a disabled US Army combat veteran, and an avid users of HP devices/products; I have an HP laptop subs. W/ an Spectre HP laptop through the subscription program...just a little over a month after my first payment and my first month using my laptop, my family lost everything in a house fire...it was a total loss. Everything we own. I have the Official fire ***ort, Which I can provide, if needed. I haven't had the capability, or ability to contact **, or to even pay my subscription costs the last couple months, and the laptop is obviously no longer with us as well...I am writing because, I was hoping that ** might have compassionate consideration, and send me another laptop, and allow me to pick up on my subscription costs this coming month? That laptop was crucial and such an amazing tool for my work and for my side projects. I do apologize for such tardiness in addressing this with HP, I hope you can understand and appreciate the chaos and insanity that comes with having to rebuild your entire family's life in an instant...I hope ** can help. Because of my military related disability, I am currently unable to walk alot, that's why my HP laptop is so important to me. Its how I make additional income for my family to live. Especially, since I have to rebuild from the ground up now, My HP computer is/will be part of the foundation from which I can recover from such a massive loss. I could not wait any longer to address this issue, thank you for your time. My info is provided with this message I believe.

  Business Response

  Date: 06/13/2025

  HP is deeply sorry to learn of the devastating circumstances the customer is facing as a result of the house fire. Please accept our heartfelt sympathies during this incredibly difficult time.
  In order for us to proceed with providing the appropriate support and assistance, we kindly request that you share either the subscription number or the serial number of your HP Spectre laptop. Once we have this information, we will be better equipped to assist you further.

  Regards,*******

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23458360
  
  I am rejecting this response because: they require more info at this time. 

   

   

  According to my HP account online, the invoice number for my subscription was INV-000003150

  I'm not sure if that is the Right number. 

  My HP account is under the email -

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

   

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

  Business Response

  Date: 06/20/2025

  An HP Escalations Case Manager has been assigned to new Escalated Case ********** to address the customer's concerns and see if there is anything that can be done in this situation. The customer should be contacted within 2-3 business days. 
  Regards, ******.

• Initial Complaint

  Date:06/12/2025

  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.

  Cancelled my account in May of 2024. I have contacted ** Ink Jet multiple times over the phone and online. I have been assured the refund would take place and the account would be cancelled. I have a cancellation number from the last call #**********, but the monthly charge is still occurring.

  Business Response

  Date: 06/13/2025

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

  Customer Answer

  Date: 06/15/2025

   
  Complaint: 23460272
  
  I am rejecting this response because:

  I have contacted ** in May 2024, February 2025, March 2025, and now June 2025, but this is not resolved and they continue to bill me.  They have NOT called to address this or reach out in any way.  I am requesting a full refund of 12 months from June 2024 to June 2025 for the monthly amount charged to my card, without authorization.  I cancelled this account, it is showing inactive but they continue to bill me. THIS NEEDS TO BE CANCELLED, REFUNDED AND CONFIRMED.
  
  Sincerely,
  
  ******* **********

  Business Response

  Date: 06/19/2025

  ** apologizes for the lack of communication regarding this Case.  Notes in Case state that Case Manager attempted a call to customer at the number listed by customer and also followed up with an email on 06/17/25, but was unable to reach the customer.  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,*******

• Initial Complaint

  Date:06/12/2025

  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.

  We bought an ** printer 2 years ago. We originally bought the ink from Best Buy (where we purchased the printer). A few months after purchase, the printer would not print so we contacted ** support to find out why our printer wouldn't work. The tech was able to remotely fix the printer and said the issue was the third-party ink we bought from Best Buy. He had told us the remedy to allow for uninterrupted printing would be to use **'s direct ink. He sent us the "free" ** driect ink using the ** subscription and we were told we would NOT have purchase ink through the subscription. Fast forward a few months later, we were charged not only for the ink, but also for PRINTING!!!! We contacted ** no less than 5 times to try and resolve the paper subscription and ink subscription. We have tried to cancel NUMEROUS times, to no unveil. My cancellation requests were put into case numbers, escalated and ultimately denied over and over again. We finally were able to "cancel" our subscription, but can no longer use the printer AT ALL!!! ** printers were at one point king of all printers - but now is just a money grab of a company!

  Business Response

  Date: 06/13/2025

  An HP Instant Ink Case Manager has been assigned new Escalated Case ********** to follow up with the cancellation process and address the customer's concerns. The Customer should be contacted within 2-3 business days.
  Regards, *******
  

• Initial Complaint

  Date:06/12/2025

  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 have an HP printer Model OfficeJet 4630. For some reason, it stopped working. So, I tried to uninstall the driver for the printer and install it back. I have a PC Windows 11 laptop. The reinstallation fails and I get error messages. I contacted ** and they refused to help with software claiming it is out of warranty unless I purchase a protection plan. I think this is unfair as it is support got a product that is not working anymore. Case number with HP **********. I think this is unfair practice.

  Business Response

  Date: 06/13/2025

  ** appreciates the customer reaching out. ** truly understands how frustrating it can be when your printer isnt performing as expectedespecially if its outside the standard one-year warranty period. While many issues beyond that timeframe may involve service fees, were here to help however we can.
  To get started, we recommend installing the ** Support Assistant (******************************************************) on the device you use with your printer. This tool can help diagnose and troubleshoot common problems.
  Additionally, the ** Smart app (************************************************************) is a great resource for ongoing maintenance, updates, and printer management.

  Regards,*******

  Customer Answer

  Date: 06/15/2025

   
  Complaint: 23459055
  
  I am rejecting this response because: 

  - The response is rather disingenuous. I have tried those steps repeatedly and the issue persisted. I hope customer service with a live person can be provided to solve this issue. Thanks.  
  
  Sincerely,
  
  ********* Macedo ***********

  Business Response

  Date: 06/25/2025

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