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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

    • 2,369 total complaints in the last 3 years.
    • 878 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/22/2023

      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 reached out to hp instant ink because the cartridges they sent me were not recognized by my printer. After *************************************************************************************************************************************** Instead I received a 3rd set of ink and no communication regarding a new printer. I tried to follow up this morning and after 4 hours and not even talking to a real person I was disconnected. All I want is a working printer.

      Business Response

      Date: 03/23/2023

      HP Case manager assigned to the case **********, customer will be contacted regarding ink issue.

      Regards, HP Inc.

      Customer Answer

      Date: 04/18/2023

       
      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:03/22/2023

      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 Instant Ink disables a subscribed HP printer if the user (me) unsubscribes. This effectively takes the printer hostage. "Cannot print: Contact instant ink..." is the message on the printer screen. Only by resubscribing can the user (me) use the ink cartridges purchased through the lapsed subscription. This doesn't seem fair and above-board because it's not. Buried in the legalese is, undoubtedly, an acknowledgement that the subscription program works this way, but no one reads those, and it's not obvious that canceling a subscription makes the ink cartridges purchase through the subscription useless, thus making the printer inoperable until the user purchases new compatible ink cartridges that are not connected to Instant Ink. The negative environmental impact (full ink cartridges, rendered useless, get thrown into landfills) is yet another reason this program is simply bad business. Dishonest. Un-customer friendly. Just plain B.S.

      Business Response

      Date: 03/23/2023

      HP Case manager has been assigned to case reference **********. The customer will be contacted by our support case manager.

      Regards, HP Inc.

    • Initial Complaint

      Date:03/22/2023

      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.
      Can not get a resolve for my printer that I purchased from HP.Ive contacted the virtual assistance and number. Ive been transferred 4 different times.I need printer set up and Instaink for my printer. No one has answers or offering support . I can not use my printer for work related tasks. Hindering me from doing my job.

      Business Response

      Date: 03/23/2023

      HP Case manager has been assigned the case reference **********. The customer will be contacted via email/phone.

      Regards, HP Inc.

    • Initial Complaint

      Date:03/22/2023

      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.
      DOP : 8/17/22 - HP ENVY INSPIRE PRINTER - PRICE : $217.49 I've spent the last FIVE months trying to trouble shoot and return this printer! No joke. On my off days.. on the days where i have just a litte more patience. on the days where i feel like i can handle being dragged. NO MORE. This is inexcusable for a business to conduct this way and it honestly feels like a scam. especially after seeing SO MANY OTHER COMPLAINTS! Like everyone else i was supposed to get ink subscription and have no way of finding out next steps. LIke everyone else, calling customer suppport is an absolute racket, a joke of neverending re-routing and dropped calls. A couple months ago I was told by the rep that I would get a call back to finish the return process, this was from tech support.. that never happened and i never got a call back. Today I was told to call the "returns" department at ************** - this number doesn't work. I was also told "they don't open until 11:15am." HOW is that possible? HP a major corporation doesn't start taking business till 11:15am pst?? Okay. So they transferred me and the call was dropped about 5 min later. I called again to be on hold for 50 min, and that was just to the re-routing center. Calling the Tech Support line - ************ starts the circus loop all over again. Here i am, a woman owned small business, and i can't use my printer and still have yet to receive any logical, common sense support that doesn't involve a fake transfer to no where. Its a SCAM! I want my money back! I would have settled for a new replacement printer, but it seems they only want to unload printers that do not work and print about as good as a ****s dot printer. They know the printers are trash and as soon as they hear it's an ENVY printer they play the re-routing game that eventually drops the call.

      Business Response

      Date: 03/23/2023

      HP *************** has assigned the case **********, the customer will be contacted regarding the printer issue.

      Regards, HP Inc.

    • Initial Complaint

      Date:03/22/2023

      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 purchased a printer (OfficeJet Pro ****e) for work, as my job requires printing and I believed that HP instaink was a good solution. The printer I received was having technical/mechanical issues. I contacted HP support in November of 2022. After several months with no resolve, I was finally able to speak with someone in February of 2023. HP sent me a replacement as this was still covered under warranty. I received the replacement and was not even able to use the printer due to the printer having crucial issues where I could not even touch the screen. The screen was not registering my touch and was doing "phantom" touches. Again I contacted support, while working and taking crucial time away from my duties. I spent almost an hour going through troubleshooting that I had already explained and completed prior. I was told that the printer would need replaced and would have to pay to have it shipped. This is absurd, due to having 2 defective printers in the span of 6 months. A supervisor was not available and was told I would be called in an hour. No call was made until 6pm (4.5 hours later), when I was unavailable.Attempted to call the next day and the phone number is no longer working. I am extremely frustrated and cannot get a solid answer and/or resolution. From a company as large and popular as HP, I would assume that the support would be above industry standards, not bottom of the barrel. I need this resolved immediately as this is absolutely unacceptable.

      Business Response

      Date: 03/23/2023

      HP Case manager already working on the case **********. The customer was left a voicemail to contact the case manager.

      Regards, HP Inc.

    • Initial Complaint

      Date:03/22/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I bought an ink online for my printer, when I tried using it HP said I had to sign up for instant ink to use it. I ended up signing up and I got a notification on their website that I qualify for 6 months free of instant ink plus a $30 credit. HP is refusing to honor it because 1) I didn't register the printer for instant ink within 1 week of buying it and 2) I didn't take screenshot of their false claims. Crazy thing is, this was mentioned on their website while I was signing up, I didn't even know about it until I saw it on their site and now they're refusing to honor it. The only thing I'm getting is the $30 credit for rollover not the 6 months promised to me. How is that fair? Businesses can promise you something then chooses not to honor it. Crazy thing is I was going to sign up for the instant ink regardless, I didn't need the 6 months free to do it, them offering it to me was just icing on the cake... I don't understand how a week later they can just change their minds because I don't have proof pf their false claims. How was I supposed to know something that was mentioned on their authentic website would not hold up?

      Business Response

      Date: 03/23/2023

      HP Instant ink case manager has been assigned Case **********. The customer will be contacted via phone/email regarding the subscription.

      Regards, HP Inc.

    • Initial Complaint

      Date:03/22/2023

      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 have not been able to get in contact with HP Instant Ink to dispute an upcoming charge of $40.99. My printer did not print quality pages and I can not read the pages printed. The overage charge is out-sized. Replacement ink did not come in time. The online chat bots are completely useless. I cancelled my subscription. I do not want to pay $40.99 for poor prints. And, it is a lie that the online chat bots can help resolve any billing disputes.

      Business Response

      Date: 03/23/2023

      HP Instant ink team has received the case **********. They will contact the customer regarding the billing issue.

      Regards, HP Inc.

    • Initial Complaint

      Date:03/22/2023

      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 computer with ** has crashed where the Boot Device not found. This is common with the ** ENVY360. I have owned this computer for 2 years and it is already garbage. I have three year warranty that ** will not honor so they are not fixing the computer. They want to reimage the computer which would wipe out all my data. Also everything works with the computer. I have my case number below where I was told that I would have to pay more to restore data.Thanks for starting your case online Please call us at the following number during business hours and provide your case number to the agent.**'s Customer Support Agents are available: Monday through Friday 8:00 a.m. to 10:00 p.m. / Saturday through Sunday 9:00 a.m. to 8:00 p.m. EST (excluding public holidays). Please have your case number available when calling.************** Your case number: **********

      Business Response

      Date: 03/23/2023

      HP Case manager is working with the customer on options available- Reference Case **********. Waiting for customers response to the case manager.

      Regards, HP Inc.

    • Initial Complaint

      Date:03/21/2023

      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 laptop that is less than 24 hours from being purchased and it turned on for around 4 hours and then stopped. The charging light will not illuminate. I spent 4 hours diagnosing with a technician over video chat and it was decided that due to covid a tech couldn't be dispatched to me. I have an extended care warranty that guarantees 2 hour response time onsite. But since a tech couldn't be sent I was told i would have a loaner laptop sent while mine was repaired and shipped back. I even gave a credit card imprint. I received a replacement charger in the mail, which we already knew by video chatting and trying another I already had that this wouldn't work. Well I tried anyway and the replacement did not work. I promptly called back and was informed by the second technician that there was no way I was told that and the charger was the issue, Even though we knew that to be false. I was told there is a **** day turn around because the laptops have to be mailed in and fixed. So basically i wont be able to work or go to school for over a week. why did they take my money for same day repair if they are not honoring it. Also why did I get the replacement charger before I got shipping return materials? This makes no sense

      Business Response

      Date: 03/21/2023

      HP Case manager set-up a service under the warranty - Case reference ********** -   Order Number BTXB2268-01

      Regards, HP Inc. 

    • Initial Complaint

      Date:03/21/2023

      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.
      Bought a Tower Called HP walk me through to setup..Now I cannot access my primary email it tells me password or ID incorrect while I can access ** on my phone..I called cable business they said they dud ut HP..NOW they want to transfer me to these stupid ************** to rip me off I just bought it 1 month ago with 12 months warranty please help me..

      Business Response

      Date: 03/21/2023

      HP *************** team has a case open, reference **********. The customer will be contacted within 1 business day.

      Regards, HP Inc. 

    HP Incorporated is NOT a BBB Accredited Business.

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