Business Profile

Network Computers

HP Incorporated

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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

2,369 total complaints in the last 3 years.
875 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:03/13/2023
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.
** refuses to let me choose my replacement option therefore violating a law of warranty fraud.
Business Response
Date: 03/14/2023
HP case manager was trying to get a hold of the customer via email and phone regarding printer. Case 5101784708.
Initial Complaint
Date:03/11/2023
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.
On 11/16/2022 I purchased a HP printer **** All in one Serial # ************ registered the product on line and provided HP with my email address. I received an offer: Get free cartridge as appreciation. I agreed. Soon after I received an email telling me a need to buy new ink cartridges. It is too soon. I didn't agree. HP the hijacked my printer and is now holding it hostage. I can't print anything unless I buy more ink from them. The saying: If it too good to be true, it likely is, applies to HP Do not accept offer from them. Unless HP releases my printer unconditionally, I will not buy any HP products again.
Business Response
Date: 03/14/2023
** Previous Case **********. The customer will be contacted by our ********************** ink team.
Regards, HP Inc.
Initial Complaint
Date:03/11/2023
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.
Purchased printer new in box from ****** 9/29/2021, box states 2 year warranty. HP says warranty expired 6/24/2022. Filed the dispute of warranty and included proof of purchase but have not received any response. The document feeder on the printer states it is jammed even though it does not have anything in it. For some reason the document feeder being jammed prevents the printer from printing, making the printer totally useless as a scanner or a printer.
Business Response
Date: 03/14/2023
The case has been updated. Case 5101797749 - customer will be contacted by our HP case management team.
Regards, HP Inc.
Initial Complaint
Date:03/10/2023
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.
On September 14, 2022, I purchased ** 990X ink cartridge for $223.98 from third-party Staples.com (order #**********) as backup ink for my ** Color LaserJet Pro MFP M479fdw printer given the ** website stated ** 990X ink cartridge would be compatible with this printer. As I typically purchase ** 414X toner, I contacted ** customer service to confirm that the 990X ink cartridge would indeed be compatible with my printer, and they responded by email confirming. On March 9, 2023, upon depletion of our current toner, I opened the ** 990X ink cartridge box to replace the ink, but the cartridge did not fit the printer. I contacted ** customer service to report the issue. They stated that the current product page does not state that the 990X ink cartridge is compatible with this printer and that I would need to contact Staples.com for a return, as I had purchased from the third-party. Staples.com will not refund opened ink cartridge boxes. However, the issue is based on the manufacturer, **, falsely stating that the ink cartridge would be compatible with the printer, which, based on the date of my inquiry and a question posted on the ** product page by another consumer three months ago, must have been stated online for a minimum 2-3 months - enough time for multiple consumers to have made the same incompatible purchase. ** customer service has refused to provide a credit, exchange, or refund for this purchase which was prompted by their statements on the official ** product page.
Business Response
Date: 03/15/2023
HP Case 5101804200 has been assigned. A case manager will reach out to the customer.
Regards, HP Inc.
Initial Complaint
Date:03/09/2023
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 bought a brand new HP Envy computer 4 1/2 years ago. Lets remember this is a $1000+ computer, it has been taken care of beautifully and looks just like new. Until 3 days ago the left side by the hinge clicked and now the screen and outside casing are separated and coming apart. This has been out of warranty as they say but I go and find more than 30 cases within 5 min of the exact same thing happening to others with this sake computer. Clearly this is a manufacturer error and just because mine took 4 years instead of the usual 1 1/2 I have been put in a spot to have to cover a repair. There is no reason a computer that is supposed to be as good as this should ever have a screen popping out for no reason after 4 1/2 years. Absolutely ridiculous that a manufacturing error should be hidden and I should have been told about it right when they found out it was a common theme. I most definitely would like a fix of some kind thats does not require more money out of my pocket. Im a broke college student who needs a computer for everything now. HP needs to figure something out.
Business Response
Date: 03/14/2023
HP Case -5101411640
Case manager checked with the product details as the unit has past the warranty informed the cx that the warranty as expired and informed him about connecting the call to *** team and also informed him about the *** fees, Product is over 4 years old.
>cx denied to it at first and asked for a supervisor however convinced the cx about explaining him about the *** and cx agreed for the transfer-
HP Inc.
Customer Answer
Date: 03/15/2023

Complaint: 19577493

I am rejecting this response because: This product has a manufacturing error I should have been made aware of. This hinge problem Is widespread across this model.

Sincerely,

*************************
Business Response
Date: 03/28/2023
HP Case -5101411640
Case manager checked with the product details as the unit has past the warranty informed the cx that the warranty as expired and informed him about connecting the call to *** team and also informed him about the *** fees, Product is over 4 years old.

HP Inc.
Customer Answer
Date: 04/27/2023

Complaint: 19577493

I am rejecting this response because: The product had a manufacturing error and I should have been informed of that when it began showing as a problem. If manufacturers make mistakes I shouldnt have to cover a fee. Also I was originally told they were unable to fix it, so that was new information when they told me later.

Sincerely,

*************************
Business Response
Date: 05/03/2023
HP Case -5101411640
Case manager checked with the product details as the unit has past the warranty informed the cx that the warranty as expired and informed him about connecting the call to *** team and also informed him about the *** fees, Product is over 4 years old.

HP Inc.
Customer Answer
Date: 05/03/2023

Complaint: 19577493

I am rejecting this response because: that is the same response as last time.

Sincerely,

*************************
Business Response
Date: 08/29/2024
HP Envy x360-15m-bp112dx (1KS76UA) 8CG8053LNN [M8]

Current Warranty: 2018-05-18 - 2019-05-17 Out of Warranty for ***** Days

End of support date: 08/2021

No Service Orders found for the Model & Serial: ******* & 8CG8053LNN

No Agreements found for the Model & Serial: ******* , **********

5101411640         03/6/2023 hinge issue

5101412807         03/6/2023 Escalation call /obsolete device hinge issue, screen popped out

5101412236         03/6/2023 Screen part out /obsolete device

5101537525         03/8/2023 ESC/CONSUMER/ EXPLANATION EDUCATION/ OOW: informed about limited warranty.
Initial Complaint
Date:03/09/2023
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 have contacted HP to resolve the issue about the warranty they are trying to only cover it through June 2023 which is only 3 months or should be covered through February 19 2023. If they advertise a one year warranty in the booklet it is deceptive advertising if I'm only given a 3 month warranty. I have attached proof of when I purchased the product which I also provided to HP but they don't seem to want to resolve the issue. I have contacted them twice to get out resolved before filing this complaint.
Business Response
Date: 03/14/2023
HP Case 5101327004- Warranty being updated by the warranty team- ******* proof of purchase attached to case.
Customer Answer
Date: 03/19/2023

Complaint: 19563400

I am rejecting this response because:
I was told this about 3 weeks ago and it still isn't fixed. I just checked it still shows 6/19/23. HP I guess doesn't want to honor their warranty. This will be the last time I ever buy an HP product! My friend and family will know about this headache as well.
Sincerely,

*********************
Business Response
Date: 04/18/2023
HP case management team has updated the case manager - New case **********, the customer will be contacted regarding the warranty update.
Regards, HP Inc.
Customer Answer
Date: 05/02/2023

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. They took care of the issue and added 2 months to the end of the warranty for the inconvenience. Thank you!

Sincerely,

*********************
Initial Complaint
Date:03/09/2023
Type:Order 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.
On Feb 28 I visited www.hp.com website and purchase a laptop Model (15-dy5097nr) HP Order number (H353477544) which was listed on sale in their website (www.hp.com) for $369.99. Including tax, I paid for the laptop was $393.19 using my credit card. Next day I got shipping confirmation with ***** tracking number. (************). The expected delivery date was March 3rd, 2023. On March 2nd delivery status notify me DELAYED and new delivery date was March6th. On March 6th ***** tracking system shows me delivered but I didn't receive it. Next day on March 7th I contacted ***** and find out that my laptop was pulled back by HP to deliver back to their warehouse, so they delivered to HP. company instead of my address. I call HP customer service and they told me it was their price error they can't give me laptop. They still hold my money and force me and my family not to have computer for uncertain period. I call them and complain about my honest purchase and request them to send me computer. They denied to honors the online purchase in their website.
Business Response
Date: 03/14/2023
HHO Order number H353477544 - The ** shopping team will contact the customer to process a return and release the funds immediately (since it has been received) to return the customers funds.
Regards, ** Inc.
Initial Complaint
Date:03/09/2023
Type:Delivery 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 bought a laptop on Thursday 03/02, I choose a stock laptop as it can be shipped immediately, I also paid for the "priority 1-2 business days delivery". The order was processed on Friday 03/03 and the delivery date shown was Monday 03/06. However, hours later the delivery date changed to Thursday 03/09. Checking with ****** they told me that the service contracted with them was just a "home standard delivery". So, HP charged me for a **************** but they paid just for a standard delivery service. I needed the computer quickly as my previous computer broke and is my only work tool. HP made me lose one week of work.
Business Response
Date: 03/24/2023
HHO shopping was delivered to the customer on 3/10.
Regards, HP Inc.
Initial Complaint
Date:03/08/2023
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.
My printer has continued to have printer issues with not connecting, document becoming stuck and documents that print over ***** plus pages the Wi-Fi continues not to work, I have chatted over ***** x for the same issue. That I am being charged for additional pages and not being reimbursed ** Desk Jet ****e All-in-One Printer Serial: ********** Product: 26Q90A The serial number and pin attached to the printer are invalid, there is truly a hardware and parts problem with a printer that is less than 1 year old and I have gone thru customer service, and technical support as well as chatted on multiple occasions. At this time ** refuses to honor their warranty for me as a customer. I have been a long-time customer since the late 90s for laptops and personal pcs and not printers. I am requesting a call from a manager and or a director of customer services. My last chat was with ***************************** **************. My last call was over 2 hours of troubleshooting on several occasions, I have 4 laptops and the only problem is the ** printer and there is no way to honor the warranty, Please see also the case # Case Number ********** Created Product Description: HP Instant Ink Product Number:INSTANTINK2 Serial Number: ************************** NOSN Case Subject: Disconnected from Internet daily and printing over 50 duplicate pages
Business Response
Date: 03/15/2023
HP *************** team will contact the customer - Case **********.
Regards, HP Inc.
Customer Answer
Date: 03/15/2023

Complaint: 19557010

I am rejecting this response because:
I will await the call first before accepting the response.

Sincerely,

Leixy Lauren ********
Business Response
Date: 03/28/2023
Case Reference ********** - case manager made several attempts to reach the customer by phone/email.

Hello ********,

My name is **** and I am a case manager from HP **** in the AMS Consumer *********************** I am contacting you concerning **********. This is my 2nd attempt to reach you by phone at ********** but have been unable to speak with you. I will make one more attempt to reach you 03/20/2023 around 4:30PM EST. If you prefer, I contact you at a different time, or at a different phone number, please feel free to respond to this message to provide a better contact number, to let me know the best time to reach you.

To ensure I receive all emails, please do not change the information in the subject line.
You may call me at **************, Extension # ******. If I am not available, please leave a voicemail and I will return your call as quickly as possible.
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.
The printer was replaced

Sincerely,

Leixy Lauren ********
Initial Complaint
Date:03/08/2023
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 originally signed up for Instant Ink (Instant paper subscription) in May,2022. However, after 1-2 months I canceled the subscription. In Feb, 2023 I requested to start the subscription again. I waited a week or two, and did not receive the paper. I called **************** for assistance. The rep attempted to manually send the paper request, but received an error. She advised that the ticket will be escalated to the next level. I called a few days later and no resolution on my ticket. The agent advised me to call back in few days. I called back still no resolution. Another case# was created to escalate. I waited a few more days to call back. Next level had not worked on my case. Third time, a new case was created **********,and I call back and no response. I asked for management assistance but the 1st time no one called. I called back to ask for a manager again. He called. I did miss the calls. I called **************** back, but still no update on my case. I want the matter rectified, for I would like to have the subscription. It cheaper than buying paper for my printer in the store
Business Response
Date: 03/13/2023
Hello, Case 5100889219 is open regarding the customer. The case manager has been working with the customer on a resolution.
Regards, HP Inc.
Customer Answer
Date: 03/15/2023

Complaint: 19555024

I am rejecting this response because:

Sincerely,

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

I not received any assistance
Business Response
Date: 03/28/2023
HP *************** case is open - Reference case 5100889219. Case manager will contact the customer.
Regards, HP Inc.

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HP Incorporated is NOT a BBB Accredited Business.