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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

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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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/11/2023

      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.
      I purchased an HP Envy **** printer from ******* While activating the warranty, I also signed up for their INSTANT INK program. All is well till a "?" **** shows up on my printers led screen. I called CUSTOMER SERVICE to find out what the problem was and how to fix it. They advised me that I would be charged for that " service" to which I said " forget it!" I also canceled my Instant Ink subscription. Suprisingly, my printer, which previously worked just fine, stopped functioning. Again I called and was told that the the ink cartridges I HAD PAID FOR, in the printer, I HAD PAID FOR, were part of the INSTANT INK PROGRAM and could not be used. I bought ink for an other supplier and after installation found out that the machine that formally printed very nicely, now produced blurry, almost illegible text. By allowingbthem access to MY PRINTER, HP had disorted the machines capabilities, rendering it useless.

      Business Response

      Date: 04/12/2023

      HP Instant Ink case **********- The customer will be contacted by the case manager. 

      Regards, HP Inc. 

      Customer Answer

      Date: 04/27/2023

       
      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:04/11/2023

      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 PURCHASED A ** COMPUTER ON 24 MARCH 2023 WITH A 1 YEAR WARRANTY AND 3 YEARS OPTIONAL THRU **** CLUB WHEN I GOT HOME HOOKED UP WAS WORKING FINE TILL NEXT MORNING ALL THE FILES I SAVED IN DOCUMENTS AND OTHERS IT COMPLETELY DELETED ALL I CALL THE ** CUSTOMER SERVICE AND THEY SAID SEND OVER THE RECEIPT WHERE I PURCHASED, I DID AND IT WAS REGESTERED ON THE *** PURCHASED FOR 6 HOURS ON THE ***** EVERYONE OF THE ** OVERSEAS PEOPLE ****** UNDERSTAND THE 42 I TALKED TO SWITCHED ME OVER AND I SENT RECEIPT 42 TIMES REGISTERED IT 42 TIMES AND ALL I GOT WAS I HAVE TO WAIT 72 HOURS AND PAY ****** FOR SERVICE AND FEES AND THEY WANTED MY **** CLUB NUMBER AND CREDIT CARD I PURCHASED IT WITH I SPOLE TO 8 DIFFERENT SUPERVISORS AND HE SWITCHED ME OVER TO GET UNIT FIXED BUT THE SERVICE DEPARTMENT WANTED THE ****** DOLLARS AND EVERYTHING ELSE OR THEY COULDNT FIX IT I LOST ALL BY BUSINESS INTERNAL REVENUE SERVICE TAXES AND SALES TAX INFOR ON THE HARD DRIVE IT TOTAL CLEANOUT

      Business Response

      Date: 04/12/2023

      HP *************** will assign a case manager to contact the customer- Case **********.

      Regards, HP Inc. 

    • Initial Complaint

      Date:04/11/2023

      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.
      Computer stopped working called HP support. They took over my computer and said it was fixed the next morning got on computer and everything was going Haywire called HP support back and they wanted to charge me to fix my computer when it is under warranty and I told them no, Im not paying because the computer is under warranty so I just want another computer or a refund so I can buy another computer.

      Business Response

      Date: 04/12/2023

      HP case management has reviewed the complaint and we have assigned a new case - **********. the customer will be contacted by a case manager. 

      Regards, HP Inc,

    • Initial Complaint

      Date:04/11/2023

      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 had a problem connecting my HP computer to the Internet. I believe it was in January. My internet provider (Spectrum) could not solve it and directed me to call HP. When I did, I was told by HP that there would be a $50 charge. They are able to reach into my computer, but could not solve the problem.In February and again in March HP charged me $15. They have something called Smart Friends (dumb friends, would be more apt). If you are a member, they charge you $15 per month. Smart Friends was never mentioned during my January call. Had they described SF to me at that time, I would have declined.This doesn't appear to be a misunderstanding. It appears to be robbery There's more: I had Discover block future charges from HP. About 2-3 days later I saw that all the icons on my desktop had a checkmark. I could get on the Internet, but once there I could not do anything. Links would not work. I tried several different browsers with no sucess. I contacted Spectrum and they connected me to HP. Fortunately, I was connected to an intermediary and not directly to ************* He heard my problem and said he would connect me to ************* While I was waiting to be connected, I decided to reboot the computer. The problem disappeared!When the intermediary came back on the phone, I told him that I had rebooted the computer. Before I could say another word he hung up.In summary I want $30 refunded to me. ($45, if there is another charge in April). In addition there appear to be some shady practices being done by HP and you might want to look into it.I have contacted HP via email. I've not heard back except for an email telling me how great it would be if I contnued with Smart Friends.

      Business Response

      Date: 04/11/2023

      HP *************** Case # **********, case manager submitted the cancellation of the Smart Friend agreement.

    • Initial Complaint

      Date:04/11/2023

      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.
      My HP Printer is not responding to a wifi connection with my HP Pavilion laptop computer, or my Mac Air laptop or my husband's Mac Book Pro computer or to either of our iphones. I have spent the majority of my time this week trying to work out this situation with HP support in ******, *****. While I felt the tech people were generally interested in helping me, after more than 9 hours over 4 days of trying to work this out, no one was able to help me resolve the problem. This is a matter that needs to be addressed and rapidly, as this printer is used for our two businesses and we are hamstrung here trying to fix the problem. I would like a new printer from the company. Can you help me out?

      Business Response

      Date: 04/11/2023

      HP Case manager has been assigned the case **********. The customer will be contacted within 24 hrs.

      Regards, HP Inc.

    • Initial Complaint

      Date:04/11/2023

      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.
      I purchased a set of 2 (two) black cartridge 902XL at ****** in my city,and found both do not work from the moment I put them in.I would like to get a cost of replacement, since these cartridges cost about $76 + HST.

      Business Response

      Date: 04/11/2023

      HP will assign a case manager to contact the customer within 24 hrs.

      Regards, HP Inc. 

      Customer Answer

      Date: 04/30/2023

       
      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:04/11/2023

      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.
      On January 23, 2023, I purchased a 30-day month service plan for my computer with HP because I got a virus, for the amount of $52.74. Well, in the good fashion they operate in, they have been illegally charging my Discover card monthly for the amount of $15.81 for February and March of this year. I want my money back and I also want them reported to the federal government.

      Business Response

      Date: 04/11/2023

      HP *************** team has assigned the case **********. The case manager will contact the customer.

      Regards, HP Inc. 

    • Initial Complaint

      Date:04/11/2023

      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 bought an hp all in one printer a couple months ago and it came with a 1 yr warranty. I called a month after I bought it because I was having issues then and thought about doing a exchange then but they walked me through steps and it got the wifi on it working but still had issues. I filed another case about 2 weeks ago and walked through every step via camera to show her this thing did not print and NOTHING was working on it just a flashing power light and scan strip. They open a case and close it 2 days later without even the supervisior contacting me like they said. So I open another case. They tell me there going ro have someone call, send me a return sticker, and a new printer. This was last week. The case worker doesn't respond back to emails and put someone else on it who claimed they called me but I had no missed calls and she won't return emails either. I just want to exchange my printer for one that works. Per the app I've printed less than 50 pages with this cause I can't use it. I've been on phone and video for HOURS. With these people telling them I had to go to work and was late cause they made me jump through hoops that I found out that wasn't even the right department !!! Still I have not heard from them. I just want a new printer and this is the worst business I've ever had to deal with. NEVER have I been treated like this as a loyal customer to hp. I still have yet to hear from them and can't afford to run out and spend another 100$ on a printer. This business, although it's been around a long time, is very shady and unprofessional. All I want is the printer I was promised instead of being ghosted. Buyer beware this model is the Hp ****e with 6 mo of "free"ink..case #HP Consumer Escalations | Complaint Number: ********** CRM:0083937000898

      Business Response

      Date: 04/11/2023

      HP *************** replacement order has been placed - Case **********. Case manager will follow up with the customer on return labels.

      Regards, HP Inc. 

    • Initial Complaint

      Date:04/11/2023

      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.
      On March 24th thru 26th they were having a special sale and I spoke with a sales rep who was ******** and encouraged me thru a chat to buy something that was not in stock or customized item for 2 months shortly after I said tomyself WHY wait buy something else so I attempted to cancel it numerous times to buy something else in stock. I was advised to wait wait wait until the order cancelledin three days. I said BUT THEN THE **** WILL BE OVER will you meet the same prices. Dont worry I was told we will compensate you accordingly. The order cancelled on a Wed March 29th I attempted to reorder the same thing and or a HP Spectre that was listed for 999 and what I really wanted and was told NO WAY **** after numerous conversations they would do the right thing they did not. Then I spoke to a rep ******** a supervisor who said once you place the order contact us back and we will credit you accordingtly which he later denied saying and I am sure it is documented. Then I spoke to a nother supervisor **** who said she would look into it. I am entitled to AARP discounts but my point being they should have met the sale prices that was in my cart for 799 for the same exact item I placed over **** for on false pretenses. This is wrong. I dont know if it is a language barrier ******** rep or what but I have been giving the run arouond and run around and want the sale prices I was told I was get and or compensated for the difference .

      Business Response

      Date: 04/11/2023

      HP shopping team will look into the customer's complaint and contact the customer.

      Regards, HP Inc.

    • Initial Complaint

      Date:04/11/2023

      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.
      On 3/29/23 I requested to cancel an ink subscription for an HP (serial number *********** all in one desk top printer. The subscription was cancelled on yesterday. However, on today I found out that I can no longer use the ink cartridges that I have already purchased and received. Today (3/30/23) I requested a refund for the amount last deducted from my checking account I requested to speak with a supervisor and all I got was a series of disconnected calls and no explanation or attempt to refund my money. At this point I would like to be completely refunded for any and all amounts related to the printer and ink transactions.

      Business Response

      Date: 04/11/2023

      HP Instant ink team has reviewed the case and will assign a case manager to contact the customer.

      Regards, HP Inc.

    HP Incorporated is NOT a BBB Accredited Business.

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