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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: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 printer ink only to be told by rep. **** the printer I had was out dated and convinced me to purchase a more up dated version which I did and was told it had everything I needed i.e. fax, copy. Etc. Once recieved, I did not have all features and requested a return label however, to date I have NOT received the requested label and have spoken to several reps & each promising results. I am 80 yrs of age and have been very patient with this matter ( 7-7-22) as they continue to take payment from my account. My daughter spoke with them this morning 3-30-23 for 2. Hours only to be told the supervisor is not in & is the only one that does return labels. I do believe these reps. *** frauding us as elders. Please help NOTE: Latest case# **********

      Business Response

      Date: 04/11/2023

      HP *************** case is open. They have tried contacting the customer several times via voicemail. Case **********, open and re-escalated to 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 continue to be told I will get a call because my printer has completely stopped working for me since a 2 hr trouble shooting phone call last Friday and I have spoken to 4 reps including supervisors but getting nowhere on my printer issue. I need my printer and scanner for court documents I am late on now.

      Business Response

      Date: 04/11/2023

      HP Case manager - Case **********- Reached out to the customer - Customer Contacted
      - spoke with customer, she said that she was not able to get the printer working and needs assistance on setting it up
      - successfully connected the call with ***** from Printer Tech Team (Windows)
      - will call customer April 12th to know if everything has been taken cared of.

       

      Regards, HP Inc. 

      Customer Answer

      Date: 04/27/2023

       
      Complaint: 19872565

      I am rejecting this response because:

      Once again the printers are no good in setting up with HP smart and now Mena from customer service has sent me an upgrade of an officejet but I spent another few hours trying to get it to connect and it doesn't fully setup and I have emailed her twice and called and she doesnt respond. I am ready for a full refund or gift card to use towards another brand because HP is no good.

      Sincerely,

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

      Business Response

      Date: 05/02/2023

      HP Case reference ********** is still open. The case manager has been working with the customer on a resolution.

      Regards, HP Inc.

    • Initial Complaint

      Date:04/07/2023

      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.
      HP set up the printer. Took two people to get it up in running.I have contacted HP no less than 3 times about the printer not working and going offline. One day it works, the next it doesn't and I haven't done anything!!! I've been on hold for over 2 hours today alone.Since I've contacted them about the same issue so many times this printer is a lemon. I want the printer replaced under my warranty. I am unable to speak with anyone to get this request processed today Printer information is attached.

      Business Response

      Date: 04/10/2023

      HP Case manager is already working with the customer on possible solutions- Case **********. The customer was contacted April 7th via email and phone. The case manager will follow up with the customer. 

      Regards, HP Inc. 

    • Initial Complaint

      Date:04/07/2023

      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.
      My son bought a laptop from fingerhut for a early father's day gift I used you one time and opened it again and it was all messed up I called fingerhut they said to call HP I called HP the first thing they said is I broke it even before they look at it I said I don't do anything. They said to send it to them HP I did and they said I broke I called them they said they would review it it's been 2 months they keep saying they will call never did they give me a case number ********** and a phone number ********************** all i want is them to standby there product please help me

      Business Response

      Date: 04/10/2023

      HP has reviewed the customers complaint. The product was received at our service center with damages. the customer was notified. We have re-escalated the case to the case manager - Case **********.

       

      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:04/07/2023

      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 a printer that I purchased from ******* in ******. Serial # ********** The printer is working and connecting to my computer. The problem is the ink cartridges it came with. I can't print in red or black. I have run many test pages, quality reports, and cleaning pages. It only prints yellow and blue colors. I have run the ** Smart APP troubleshooting and uninstalled and reinstalled the software. I have updated the firmware and driver. I am at a loss and can only figure out that there must be an issue with the cartridges. I tried to input the cartridge serial numbers online but the numbers are a digit too long for the warranty page. Black Cartridge: **************** Warranty Expires 03/14/2023 Color Cartridge: **************** Warranty Expires 03/10/2023 I then attempted to call for "out of warranty" support but the web page goes to an error page and won't display a number. I have no idea how to contact ** and report the issue. The cartridges are now two weeks out of warranty and I can't figure out how to report the cartridges the printer came with as potentially the issue with not printing red or black. I'd like to try two new test cartridges of black and color ink to see if my current test cartridges are the issue. Thank you.

      Business Response

      Date: 04/10/2023

      HP case management team has reviewed the complaint and we will assign a case manager to contact the customer.

      Regards, HP Inc.

    • Initial Complaint

      Date:04/06/2023

      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.
      The printer (HP Officejet Pro ****) is constantly having issues, it never worked a single day! HP's tech support can't even figure out what the problem is. The *** doesn't help at all. I do not recommend buying HP products! They don't care about their customers or quality of products.

      Business Response

      Date: 04/10/2023

      HP *************** has reviewed the complaint and we will assign a case manager to contact the customer.

      Regards, HP Inc. 

    • Initial Complaint

      Date:04/03/2023

      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.
      I purchased a HP Printer around 2018. I was receiving an Instant ink service forl $**** per month. I stopped receiving ink for some months and when I replaced cartridge with a store bought cartridge, the service was disrupted, but I continue to be billed monthly to my chase account for ****. Attempts to contact the company by email or phone is met with a request to pay $59.00 a month to solve my printing problems. I have twice had my bank stop a payment only to find it reinstated. I cannot communicate with them and apparently *****. I would like to have HP cease charging me. Ideally I would like reimbursement for multiple months, but at least I want the charges to end.

      Business Response

      Date: 04/04/2023

      Case manager reached out to the customer, no answer, left a voicemail to contact HP Instant ink - Reference case **********. HP will reach out to the customer regarding cancellation issue. 

      Regards, HP Inc.

    • Initial Complaint

      Date:04/03/2023

      Type:Product 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.
      Headset Cable for Reverb G2 dies. A couple months past warranty. HP gives a number for out of warranty support that has operators that hang up on you when you call after mentioning the headset.

      Business Response

      Date: 04/03/2023

      HP case management team will contact the customer. Reference Case **********.

      Regards, HP Inc.

      Customer Answer

      Date: 04/19/2023

       
      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:03/28/2023

      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.
      I am absolutely furious with the HP Instant Ink program. I received a free trial for the service with my new printer, so I figured I'd sign up. The plan is $3.99 a month to print up to 50 pages. HP would me send me ink when the cartridge is low as part of the program. Seemed like an okay deal. I realized I'm paying monthly for ink but not using very much so I thought it would make better sense for me to pause or cancel the plan and purchase the ink outright. I went online to pause first, but the website informs that me that I can only print 10 pages per month. That's ridiculous. I bought my printer and paid for a subscription which provides the ink. How can HP dictate what I can and cannot print? So, I decide I'll just cancel instead. Now here's what I'm really angry about. When I try to cancel, I'm told that my ink cartridges will NO LONGER WORK! That's ludicrous! I've been paying for a service that provides ink to me and now that I've paid for said ink, I can no longer use it. This is absurd. A total scam. To make matters worse, none of this is told to me upfront, when signing up for the program. Perhaps it's in the fine print somewhere, but nowhere did I read this when I started the subscription. I have included an image of the sticker on my printer, advertising the service, and several web pages which I read before signing up for the program. Nowhere does it say that I can't use my ink if I cancel or pause the plan. Astounding. It is absolutely outrageous that I can't use my ink if I cancel my plan, or if I pause it, HP can dictate how many pages I print on MY printer! This has to be illegal as I'm also contacting the Attorney General to report HP for unfair and unethical business practices.

      Business Response

      Date: 03/28/2023

      HP Instant ink escalation team has received the complaint. They are looking into the customers issue and will be contacting the customer.

      Regards, HP Inc.

    • Initial Complaint

      Date:03/28/2023

      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.
      I cancelled my two instant ink accounts, I get a email stating the cartridge will not work on a certain date. I own the ink in the cartridge, I own the cartridge, not hp. This is stealing from a customer BYE THE WAY, IF YOU WANT TO KEEP USING THE CARTAGE WITHOUT INTERRUPTION YOU CAN REACTIVATE YOUR SUBSCRIPTION. So I dont own the ink or cartridge just borrowing it, THIS IS CORPORATE THEFT. Its about time the Government should investigate hp on this issue.*************

      Business Response

      Date: 03/28/2023

      HP Instant ink  Case ********** Reference is open


      The printer isnt disabled, it just will no longer work with the Instant Ink cartridges you were sent under the programs terms and conditions.  If you install non-Instant Ink cartridges, your printer will work as its intended to (barring any unknown hardware issues the printer may have).

      HP Inc. 

    HP Incorporated is NOT a BBB Accredited Business.

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