Business Profile

Network Computers

HP Incorporated

This business is NOT BBB Accredited.

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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

2,389 total complaints in the last 3 years.
889 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.

Initial Complaint
Date:08/13/2025
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.
Accidentally cancelled my up all in one plan subscription on August 5th contacted customer support to restart was told unable to restart it. I was then told I would have return the printer by August 13th. I was emailed a qr code and told to take it any ********* location to have the label printed and the printer return to them. After a week of going to every ********* I could find and getting an error message that the label could not be printed at that location that I would have to go to the main location in my area... Which is **************************************************************************** an actual label to print .I was told a case would be created and a label emailed. All the cases have been closed and I never received a label I have called daily requesting a label only to get told it was still being reviewed .I even requested a mailing address and that I would pay for a label myself to return the printer they refused. I was also threatened to be changed 120 dollars for the printer if not returned by the 13th .I still have not received a label. The qr code doesn't work still no address for me to return the printer and I have being charged 120 dollars after I have tried to return this printer every day for the past week with no help from customer care at all. I am in no way caring to keep the printer and have tried every means to get it returned with no label to return it or even a address for me to pay for the label myself!
Business Response
Date: 08/13/2025
An HP All-in-Plan (AIP) 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: 08/13/2025

Complaint: 23739773

I am rejecting this response because: I have waited over a week no had done anything in this and on the ******************************************************************************************************************************************* an address to ship the printer back immediately. I have also notified my bank if the charge is attempted to reject it and provided all the documents to them as well.

Sincerely,

Any *****
Business Response
Date: 08/21/2025
According to the notes in the Case **********, the Case Manager provided a ***** return label and customer sent in printer back to ** ****** tracking 797528054395 delivered 08/20/25). Will customer confirm whether she was charged the Non-Return Device Fee?
Regards, ******
Initial Complaint
Date:08/12/2025
Type:Sales and Advertising 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.
Complaint Against HP Instant Ink Program I am filing this complaint to formally address the unethical, deceptive, and predatory practices of HPs Instant Ink program. *** conduct through this service demonstrates a blatant disregard for its customers.The ********************** program is an abhorrent business model. Once you enroll, ** effectively holds your own printer a device you purchased outright hostage. If you attempt to cancel the service, ** disables the ink cartridges you have already paid for, rendering your printer inoperable unless you continue paying their monthly fee. This is not simply inconvenient it is a deliberate, coercive tactic to force ongoing payments under threat of losing access to a product you own.The companys actions are not only unethical but deceptive. Nowhere is it made clear at the point of purchase that your printer will be remotely disabled if you cancel. Customers are led to believe they are signing up for a convenience service, but in reality, they are locking themselves into an endless payment cycle with no fair way to exit.Customer support for this program is equally unacceptable. ** provides no phone number to reach a live representative; customers are forced to navigate a frustrating online chat system that does not address the core issues.This business practice is anti-consumer, deceptive in nature, and appears designed to generate ongoing revenue at the expense of customers rights and ownership. I request that the BBB investigate HPs Instant Ink program for unethical and misleading conduct, and that ** be held accountable for these predatory tactics.Requested Resolution:Immediate termination of my Instant Ink account WITHOUT disabling my current ink cartridges.Formal change in HPs practices to clearly warn customers before they are locked into this restrictive program, better yet, immediately stop this deceptive and ridiculous practice.
Business Response
Date: 08/13/2025
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, *******
Initial Complaint
Date:08/12/2025
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 purchased an HP Victus 15t-fa100 directly from the ** website on May 2, 2024. On the night of Friday, August 1, 2025, the laptop suddenly and completely powered off and will not turn back on. It no longer shows any charging indicator, and when going to a repair technician, it was diagnosed with a failed circuit on the motherboard, with the repair costing around $600. I contacted ** on August 4, 2025 (Case#: **********). When I explained the situation, **'s support representative told me that just because the warranty on the laptop expired not even 2 months ago, they can do absolutely nothing. I must wait weeks and fully pay around half the price of a laptop that barely made it over a year to use it once again. Turns out, there are also multiple user reports online from owners of this same model describing identical shutdowns and motherboard failures. For example, on **'s support community page, customers said "Apparently the motherboard of the product is broke...I saw dozens of people with almost the same problem." I received zero communication from ** about any defects that are so widespread and serious. I was not offered any extended warranty, notification, or mitigation when I purchased a premium, gaming machine that should be expected to last far longer than just one year. I bought this laptop from ** directly and expected a reasonable lifespan for a laptop that costs over $1,000. **'s flat refusal to assist, despite the proximity to the warranty's expiration and the number of very similar issues with this model is unacceptable.
Business Response
Date: 08/13/2025
An HP Escalations Case Manager has been assigned to new Escalated Case ********** to address the customer's concerns. The customer should be contacted within 2-3 business days.
Regards, ******.
Customer Answer
Date: 08/18/2025

Complaint: 23737917

I am rejecting this response because: the repair is costing nearly half the price of the laptop, given that this is a widespread issue, there is no point in repairing the laptop as what is to say it won't happen again.

Sincerely,

****** *******
Business Response
Date: 08/26/2025
** is aware that Customer disagrees with the costs of the repair resolution offer, but because customer's laptop is currently outside of warranty, repair charges are applied to cover parts, labor, and testing to ensure the product is returned in optimal condition. HP wants to assure you that our goal is always to provide the most reliable and cost-effective options possible.
Regards,
******
Customer Answer
Date: 09/02/2025

Complaint: 23737917

I can't invest another considerable amount of the laptops price into a product that may stop working again as soon as it is out of warranty.

Sincerely,

****** *******
Business Response
Date: 09/16/2025
** understands the disappointment at having to pay for a repair, but customer's HP Victus Gaming laptop is currently outside of its warranty coverage period, which means repair services and replacement parts are not covered under the original manufacturers warranty. As a result, any required service falls under out-of-warranty repair, which carries a standard cost.
Additionally, the HP Case Manager had extended an offer of a discounted repair price as a goodwill gesture. However, customer declined this discounted option. Therefore, the standard out-of-warranty repair charges applied in this Case.
Reference Case **********.
Regards, *******
Initial Complaint
Date:08/12/2025
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.
HP OfficeJet Pro 9125e -I purchased the system above with an ink subscription the worst system and subscription I have ever purchased.-From the day I brought it, it's been a nightmare and disappointment. Paper is jammed constantly, no matter how many times I fan the pages.-I have boxes of ink that I cannot use because of cancelling my subscription. This is a hoax, I was never advise this would happen.I hooked my printer only to be betrayed by **. This is the first time -I have been trick by ** it is a shocker.This is my business not a joke. I want a refund for the printer and the ink.
Business Response
Date: 08/13/2025
Customer already has an Escalated Case open and customer is working with an Escalation Case Manager. Case Manager offered refund for all the overages of the last cycle, but offer was declined. 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:08/12/2025
Type:Sales and Advertising 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.
Printer is defective. No one at Hewlett has been helpful. Had to remote chat and they could not help. Asked **************** to dispute charge they refused said see Hewlett packard. What should I do just throw it and never buy another one.
Business Response
Date: 08/13/2025
An HP Escalations Case Manager has been assigned to new Escalated Case ********** to address the customer's concerns. The customer should be contacted within 2-3 business days.
Regards, ******.
Initial Complaint
Date:08/12/2025
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 had multiple issues with the printers that they continue to send me. I decided in Oct. of 2024 to get an upgrade so I would not have any more issues. However, in the past year, I have only been able to use the printer a few times, about 3-5 times. I hate calling them because I am on the phone with them for over an hour each time. I finally, contacted them in July letting them know there was an issue with my printer. (It was working fine until I had to change the cartridges). I used the cartridges that they sent me and it still did not work. They finally sent me new cartriages, I tried those and they did not work so, I called again. And after an hour they said they would send me the cartridge that holds the ink. It took a week to arrive and that did not work, after talking to another *** for over an hour. So, they said they would send me another printer. I called a day later saying I wanted to cancel and I was tired of dealing with the company. The *** said I could cancel without any penalty if this printer did not work. So, I waited for the printer to arrive. This printer was broken, so I called again and they said they would send me another printer but I would have to pay another 1.00 for another printer. I said I wanted to cancel and they told me it would be over ****** to cancel the policy. I have had nothing but problems and I think it is wrong and a scam to be taking my money when the printers they send me do not work or are constantly breaking. I need to go to Office Depot or somewhere else to get things printed off for my work when the printer I am paying for is not in service. Something needs to be done about this situation. I cannot continue to deal with this because this is causing a lot of anxiety and physical problems due to the stress of this. Bottom line is I want out of this contract and do not want to deal with this company ever again.
Business Response
Date: 08/13/2025
A new Escalated Case ********** was already opened for the customer on 08/12/25 and assigned to an AIP HP Escalations Case Manager. Customers comments from this ******************** complaint have been documented and Case Manager alerted to contact the customer as soon as possible
Regards,*******
Initial Complaint
Date:08/11/2025
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 an HP printer from *******. After buying the printer, which came with ink, I signed up for **'s service that monitors your printing and sends you ink when needed. I was immediately unhappy with this, because they began changing the monthly price, so I cancelled it. After cancelling, ** billed me one more extraneous time and then locked me out of the ink cartridges that came with the printer. I still have plenty of ink in those original cartridges, but the printer will not use them unless I sign back up for the "instant ink" service. ** did not reply to my initial complaint.
Business Response
Date: 08/12/2025
** acknowledges the customer's experience, but we need more information to proceed with assistance. Please provide the ** printer serial number and any related ** Case numbers so that we can move forward in providing you assistance.
***************
Initial Complaint
Date:08/11/2025
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.
For years I have had the Instant Ink Plan with no issues. In the past year I switched to the All In plan because it sounded great. A new printer that would be taken care of if it broke. Ink that came when I needed it. The new printer arrived and was nothing but problems. I have called/chatted multiple times with HP about issues. The printer wasn't communicating its need for ink so I had to call and order it myself. It constantly stopped being connected to the network. This last time it freezes my computer, browser and phone when I try to print. I spent an hour on the phone (when I should be working) trying to get it resolved and it couldn't be fixed. I was told it is my computer that is the problem even though it doesn't work on any of my devices. So the printer that I was told I would never have to worry about repairs or replacement is a piece of junk and I am getting absolutely NO support even though I am paying over $20 a month to have worry and hassle free printing. I can not print out my work orders and I have spent way too much time trying to get this fixed. I asked if they could just replace it (I would even pay for an upgrade if that was required) and was told no.
Business Response
Date: 08/12/2025
BBB required response:
An HP All-in-Plan (AIP) 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: 08/12/2025

Complaint: 23731946

I am rejecting this response because: a phone call is not a resolution. I have already spent (wasted) hours in chat or on the phone trying to get this fixed. No other resolution other than either of the ones I submitted will suffice.
Sincerely,

******* *****
Business Response
Date: 08/20/2025
Customer rejected Case Manager's offer for a replacement printer. Under the terms of the ** All-In Plan, the subscription includes 24/7 technical support and, when an issue cannot be resolved remotely, a next business day replacement of the same model printer. This ensures the customer will continue to receive uninterrupted service with the features, compatibility, and supplies that are integrated into the plan.
** understands that customer was hoping for a different resolution. However, ** must clarify with transparency and empathy that the plan does not permit substitution with a different model or alternative remedy. The only resolution available under your current plan is the replacement of your existing printer model.
Reference Escalated Case **********.
Regards,*******
Customer Answer
Date: 08/25/2025

Complaint: 23731946

I am rejecting this response because: I informed them that at this point I have lost so much money because of all the time I lost without being able to print and them not being able to fix the printer either time I had an issue I did not want another ** product at all. I just want to get out of the contract. There was no offer of a replacement printer until the end of the conversation. I was told I would get no compensation for losing printing time. I was told my only option was to accept another piece of junk or pay $90 to get out of the contract. I am seriously at the point where I am going to cancel my debit card so it can not be charged again and just get a regular printer. I have never had such a hard time with a company that doesn't care at all for its customers and won't stand behind its product. The whole time on the phone the person I was talking to kept insisting it had to be a problem with my computer even when I proved I had the same issue when I tried to print using my phone. I really do not want to be involved with this company any more. Please just allow me to get out of this contract without having to resort to legal action.

Sincerely,

******* *****
Business Response
Date: 08/28/2025
HP regrets the difficulties the customer has experienced and understands the frustration the customer has expressed regarding both the printer performance and the time spent attempting to resolve these issues. Please be assured that all concerns have been reviewed with care.
That said, ** must clarify that under the terms of the agreement, ** is able to provide resolution only in the form of a replacement printer or early termination of the contract upon payment of the applicable fee. No additional remedies are available beyond these contractual options.
While HP acknowledges this may not be the outcome customer had hoped for, these remain the only options available through ** at this time.
Regards, ******
Customer Answer
Date: 09/02/2025

Complaint: 23731946

I am rejecting this response because: They have violated the terms of the agreement by not fixing my printer the FIRST time I had an issue. They would not let me send it in then. The second time I had an issue I again had to be on the phone or chat with them for hours on end. They have called me at the direction of the BBB, once at almost 10pm and the other times they were very rude asking if I could read and understand the terms. They told me on the phone they were only calling me to explain things to me and they had no desire to come to an agreement. I am waiting for them to send me the packaging to return the printer. I have revoked my authorization to charge my card and they refused to honor that. I had to get a new card so they could not charge me. There will be charges filed by my bank for them refusing to honor my revocation. There will also be a complaint filed for them calling me at 10pm at night. And I have talked to a lawyer that does work for my company and he will be filing in court about their breech of contract. Finally I will be writing a scathing review and tell everyone I know in the business not to use HP. I will be writing on all my social media platforms and make sure it is shared by everyone. I can not believe what a horrible company they have turned into after all the money I have paid for their services over the past 10 years. If the BBB can not help to find a resolution than I will take it into my own hands and make sure everyone knows how awful you are treated as a long time customer.

Sincerely,

******* *****
Initial Complaint
Date:08/11/2025
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.
HP Consumer Escalations - ********** CRM:0026248004188 Within the warranty period, my HP Spectre laptop developed a hinge defect that caused the screen to crack, starting at the hinge point. The device has never been dropped, mishandled, or exposed to abnormal pressure it has been used solely in a normal office/home environment.I submitted it for warranty repair, but ** classified it as accidental damage without providing any evidence to support that conclusion. On the contrary, HP Spectre laptops have a history of internal hinge-stress related design issues (particularly in Spectre x360 and other thin chassis models). There are public cases online where ** made goodwill repairs for similar issues. I have had multiple back-and-forths with ** support, including promised callbacks that never occurred. My laptop remains at HPs facility, leaving me without the device for 5 weeks, causing both productivity loss and personal inconvenience.This is most definitely a manufacturing defect, not accidental damage. Under the MagnusonMoss Warranty Act, warranty claims cannot be denied without proof of misuse. ** has not met this standard.I am requesting one of the following resolutions within 14 days:1. Repair the laptop at no cost under warranty, or 2. Replace the unit with an equivalent model.If HP is unwilling to resolve this promptly, I will pursue all available remedies, including public consumer complaints (BBB, social media, and news outlets) and escalation to the *** and my states Attorney General.I am confident ** values its customers trust and will resolve this matter swiftly.Sincerely,**** *****
Business Response
Date: 08/12/2025
Customer's complaint was elevated to the Executive Escalations level on 08/12/25 and customer was assigned a new Case Manager. ** has shared the recent BBB comments from the customer with the Case Manager and urged contact with the customer as soon as possible.
Reference active Case **********.
Regards, *******
Initial Complaint
Date:08/11/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased, directly from ******, a laptop computer (HP Envy 13) as well as a service/repair package. On 5/21/2025, I submitted a repair request due to a couple of issues with my laptop, and ** sent me the packing material to send in my laptop for service. ** provided me this information as part of their service promise:"? After we receive your unit it will take approximately 3 business days to test, repair & ship your product back to you.? It will take approximately 3-4 business days from when ** receives your unit to when it's delivered to you."** received my laptop computer at their facility on 6/3/2025 and said the repair was in progress. In this email, ** advised that my expected day to receive my repaired laptop was now 6/16/2025, which I felt was reasonable even though it was quite a bit longer than the 3 business days promised originally.When 6/16/2025 approached, ** then said the expected delivery date would be 6/30/2025. When 6/30/2025 approached, ** said it would be 7/14/2025. Then, ** stopped providing estimated dates altogether and has just sent me a generic email every single day stating that they are "expediting" my repair and shipment.** claims they are "waiting on parts," but that is not acceptable after over 2 months of holding my laptop, which I need.** STILL SELLS THIS EXACT MACHINE, and there is no back-order when I go to place an order for a new one. If they can sell a new, exact machine to customers and ship it out promptly, then there is no excuse that they need to hold my computer for 2 months and not repair it and get it back to **** contacted ** service via email (they offer no way to call them) and explained that I wanted them to send me a replacement machine if they can not get it back to me immediately. I also stated that they needed to extend my warranty since they've wasted over 2 months of it while it is sitting at their service department collecting dust.I have received no response from **.
Business Response
Date: 08/12/2025
An HP Escalations Case Manager has been assigned to new Escalated Case ********** to address the customer's concerns. The customer should be contacted within 2-3 business days.
Regards, ******.
Customer Answer
Date: 08/18/2025

Complaint: 23731151

I am TEMPORARILY rejecting this response because:
I did not want my 10 days to expire, but HP and I are working on concluding a resolution. The reason I need more time to confirm is that I was offered a replacement laptop of a different model (a refurbished HP Pavilion X360) along with a full 1 year warranty on the refurbished computer.
I received the computer today, 8/18/2025, but upon checking its information online with **, it shows that the warranty on it expires on 11/13/2025, or less than 3 months from now.
Provided that ** extends the warranty until at least 12 months from delivery, or 8/18/2026, we will have reached a satisfactory resolution.
Please extend this case for a short time for ** to update the warranty and I will agree and close this BBB event.

Sincerely,

*********** ********
Business Response
Date: 08/26/2025
** has shared the recent BBB comments about the warranty issue from the customer with the Case Manager and urged contact with the customer as soon as possible.
Reference active Case **********.
Regards, *******
Customer Answer
Date: 08/28/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

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

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HP Incorporated is NOT a BBB Accredited Business.