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

2,389 total complaints in the last 3 years.
889 complaints closed in the last 12 months.

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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:08/11/2025
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.
Im reaching out regarding my recent order, which I placed under the assumption it would be shipped from a U.S. location. At no point during the checkout process was I informed that the product would be shipped from overseas. This lack of transparency directly impacted my shipping choice I did not select expedited shipping because I expected a domestic shipment with reasonable delivery ******** a result, I am now experiencing an extended delay that could have been avoided had I been informed of the shipping origin. This has been both inconvenient and frustrating, especially given my need for the product in a timely manner.I believe customers should be clearly informed when an item will ship internationally so they can make an informed decision about shipping options. Please advise on what ** can do to resolve this matter, such as upgrading the shipping speed or providing another form of accommodation.I appreciate your prompt attention to this issue.
Business Response
Date: 08/12/2025
An HP Store Representative has been alerted to the customer's issues regarding Order #**********.
The customer should be contacted within 2-3 business days.
***************
Customer Answer
Date: 08/18/2025

Complaint: 23730642

I am rejecting this response because: I was not correctly contacted and my issue still is present and I still have not received my order.

Sincerely,

******* *****
Business Response
Date: 08/27/2025
According to the notes in Order #H364561423, customer's HP Laptop *********, ****" (Serial #*********** was delivered Tuesday, 8/19/25 at 5:03 PM and signed for by: *******, reference FedEx Tracking ID: ************
Regards,*******
Initial Complaint
Date:08/11/2025
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.
Complaint Title:HP Disabled My Paid-For Printer Due to Subscription Cancellation Complaint Details:I purchased an HP printer outright over three years ago with my own money. Recently, HP remotely disabled my ability to print because my subscription to their Instant Ink cartridge program was suspended. This printer was fully functional and paid for in full, yet ** has blocked me from using it unless I rejoin their subscription program.This is unacceptable and feels like ** has hijacked a product I legally own. I was never informed at the time of purchase that the printers ability to print could be shut off remotely for not being part of a subscription program.I believe this practice is anti-consumer and potentially unlawful. I am requesting that ** immediately restore my printers full functionality without requiring a subscription, provide me with replacement cartridges at no cost, or issue a refund for the printers original purchase price.I have already attempted to contact ** through their customer service channels, including their website and ******** page, without success.Requested Resolution:- Restore my printers full ability to print regardless of subscription status,OR - Provide replacement ink at no cost,OR - Refund the original purchase price of the printer.Supporting Information:- Printer purchased outright and paid in cash (receipt available upon request)- Printer Model: HP Office Jet Pro 9025 - HP disabled printing solely due to suspended subscription - Screenshot of HPs suspension notice available upon request
Business Response
Date: 08/12/2025
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:08/10/2025
Type:Product 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.
In April 2025, I purchased a magenta ink cartridge for my HP 8600 Officejet printer. After installing the cartridge, the message displayed, "Printer Error." I went to ** website and followed the diagnostic steps: cleaned the area with distilled water and a lint free cloth, and power the machine off by disconnecting the power plug. I removed and re-installed software without success. I attempted to return the magenta ink cartridge to Office Depot, but I was told to call **. I called HP and was given a new magenta ink cartridge. I installed this ink cartridge and received the same message. When I installed the old cartridge, I received a message stating the cartridge was empty. I called ** support and was told my printer was out of warranty. ** recommended I purchase a new printer. On Monday, May 19, 2025, I spoke with a salesperson (***) via HP Chat. *** was an exceptional salesperson. I explained to *** that I had over $200.00 worth of unused, unexpired, and unopened ink cartridges. *** said that when I purchase a new printer, I would receive a replacement cartridge for each unopened, unexpired, and unused cartridge. I had 4 unexpired, unused, and unopened cartridges, and one expired, unused, and unopened cartridge. After purchasing the new printer, *** said he would open a case. Then, I would receive an email explaining where to send the unexpired, unused, and unopened cartridges. I never received this email. I followed a ** representative's suggestion by complaining on a website forum with no success. I sent an email to their escalation group with no success. I want ** to honor their commitment and give me 5 replacement ink cartridges. Again, one of my cartridges expired in April 2025. Since I have been terribly inconvenienced, I would hope that ** would give me a replacement for the expired, unused, and unopened cartridge.
Business Response
Date: 08/11/2025
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, *******
Customer Answer
Date: 08/14/2025

Complaint: 23728248

I am rejecting this response because: I do not want to accept the business response and close my case. Then, I may not approve of the business' resolution after they respond within 2 -3 business days. Please leave the case open until after the business responds. BBB has not acted in good faith during this entire process. I purchased a printer, then BBB failed to provide me with 4 to 5 ink cartridges to be used on my new 9130e series printer. Once BBB and I have reached an amicable resolution, I will close my case. My documents clearly displays a conversation between the salesperson and myself.

Sincerely,

****** ******
Business Response
Date: 08/25/2025
Instant Ink Case Manager has been in touch with customer by email since 08/19/25 and they are still working towards a resolution. 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,******.
Customer Answer
Date: 08/29/2025

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. Hewlett Packard Escalation case manager, Jescy ***** shipped four ink cartridges for my Hewlett Packard Officejet 9130e series printer. I am very satisfied with Hewlett Packard for resolving this very stressful issue.

Sincerely,

****** ******
Initial Complaint
Date:08/10/2025
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 bought the laptop about 3 weeks ago, and when I got it the upper left side of the screen seemed off colored compared to the rest of the screen. It did not seem too noticeable the first or second day, but then it started getting darker and darker until it turned black around the 9th or 10th day, and the rest of the screen turned weird colors. I filed a complaint about 10 days or so ago, but I have not heard anything from them. The model is 14a-nf009nr.The SN# is 5CD5248x0L. The Product# is BN9Q9UA#ABA. ** sold me a defective product, and now they dont want to own up to it, nor can I get anybody on the phone without paying them. I am absolutely disgusted with their products and customer service. I would appreciate it if they would exchange or repair it. If that were to occur the I would believe it was an accident, and I would change my mind about their customer service, and I would tell other people that ** is a solid company that stands behind their products. unfortunately, I can say that about them thus far.
Business Response
Date: 08/11/2025
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:08/08/2025
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 this computer in 1/24. 18 months later, it stopped working. I took it to Best Buy, which shipped it to a service center to repair. The motherboard was determined to have been broken and was replaced. The repair cost approximately $504. I have had the computer back for about 3 weeks and the computer is again having issues, similar to the ones that it previously had. It seems this new motherboard is also bad, leading me to think something on the computer is causing it to break repeatedly. I cannot get in touch with anyone at ** for resolution to this.
Business Response
Date: 08/11/2025
A new Escalated Case ********** was opened for the customer on 08/11/25 and assigned to an HP Escalations Case Manager.
The customer will be contacted within 2-3 business days.
Regards,*******
Customer Answer
Date: 08/11/2025

Complaint: 23722367

I am rejecting this response because: While the company states they will contact me, they have not yet and also have not provided any resolution to the issue. Until there is a resolution, I would like the case to remain open.

Sincerely,

******* *******
Business Response
Date: 08/19/2025
According to the notes in Case **********, the HP Case Manager has been in touch with the customer by email since 08/11/25 and set up a repair Order #BXDW8605-03.
Regards, *******
Customer Answer
Date: 08/20/2025

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,

******* *******
Initial Complaint
Date:08/07/2025
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 bought an HP Laptop on Christmas Eve (12/24/2024) and a month ago it started crashing with a blue screen and a frowning face. It did then every 7-10 minutes and wouldnt stop. I used the online HP Warranty chat and was told to download a couple things and reset things. I completed this and nothing helped. On August 5 2025 I called and spoke with their warranty people on the phone for further assistance on getting my computer fixed under the warranty. I was told to reset and wipe my computer then call back the next day to get assistance downloading the software. On August 7 2025, I called back and was told I would have to buy a ******************************************* I would have to pay ** $42 to send me this. I buy the flash drive, come home and call back. After being placed on hold multiple times, the *** comes back and tells me I have to have another Windows Laptop to download the recovery tool on. Why wasnt this asked at the beginning? I now have a laptop that is less than 1 year old that I cannot even use. $249.99 plus tax down the drain. I have been mislead, lied to and forced to spend money I should have never had to. ** needs to either ***lace my laptop or give me my money back and Ill be happy to send them their broken computer back.
Business Response
Date: 08/08/2025
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:08/07/2025
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 called numerous times to receive support on the issues of my HP envy and its issue with the screen and charging port and no one is helping.
Business Response
Date: 08/08/2025
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:08/07/2025
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.
Purchased a laptop Sept 2024. August 2025 the laptop OS crashed. Was told that's not covered under warranty. Ok fine. Was told a new OS would be over nighted on August 4th. Caller tech support the 6th and was told it was in fact shipped. Requested a tracking number. Was then told it wasn't shipped they need to send me a link to pay for this new OS. I said fine. They then for whatever reason couldn't seem to send me the link. Was then gold someone would contact me in 48 hours. Not holding my breath. So in short. I've been hung up on (twice) lied to,brushed off, told it must been something that i did wrong Basically I have a 800 dollar paper weight on my desk. Their customer service (*****) are very difficult to understand borderline incompetent. Buyer beware!!!! This company will abandon you once the purchase is made. Good luck to **. Another customer gone for life....
Business Response
Date: 08/08/2025
Customer already has an Escalated Case open and customer is working with an Escalation Case Manager. 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,*******
Customer Answer
Date: 08/15/2025

Complaint: 23713110

I am rejecting this response because:
We are going on over 2 weeks with my laptop (still under warranty) down. Continue to call for status. I was contacted by an escalations manager who requested a call back. I called the number given and was asked to provided an extension to reach the individual and this individual never left an extension number so that was of no use. After emphasizing the sense of urgency (over night a new OS) they ground ship it. I was told that if this new OS does not work I will need to send to a service center (which can take an additional) ***** days.
They did offer to extend my warranty by a month ( I am still paying for my ********* office suite and anti virus software) for a computer that does not work. I floated the idea of a refund even offering to eat half the cost and have them refund 50%. So after multiple hours on the phone, multiple tickets (4 in fact) I am still at square one.
Long story short. Computer went down on August 2nd, fist notified ** on August 4th and today is August 15th. NOTHING has been done. No new OS and laptop still broken.

Well done HP!

Sincerely,

******* ******
Business Response
Date: 08/25/2025
According to the notes in HP Case **********, an RCD recovery provided by tech support was able to fix the customer's issue. In addition, the Case Manager extended the warranty for customer's HP Pavilion 16" laptop.
Reference active Case **********.
Regards, *******
Initial Complaint
Date:08/06/2025
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, ****** *******, called HP due to an issue with my Instant Ink subscription on 8/5/2025. during that call the technician requested to remote into my computer to attempt to resolve the issues. The tech was informed that my account showed that my plan had been cancled, but that i had not requested a cancelation. During the remote access peroid the tech ran a code throught the control center of my computer that showed there were 2 malware and several trojan viruses on my network, and attempted to sell me a ********* Firmware which i told him I would check into privately. The tech was persistent about trying to get me to purchase the firmware. Once i got him to back down on the firmware he said he was getting out of the remote access and giving me back control of my computer. When he told me that he had gotten out of it and was giving me the case number i started to open my notes app on the computer and he took it right back over. and did what i was trying to do. That case information is as follows. Case Number : HP-********* HP Tech: **** ******** TFN: ************** ID: ********** Ext: 119 On 8/6/2025 my wife noticed a charge of $78.00 from transak Phantom SOL, I confirmed this as a fruadulent charge with my bank. I contacted ** again thinking that it might be tied to the tech from the day prior and was told buy the tech who took the call that that was not possible. and that it was not possible for someone else to have canceled my Instant Ink plan. 7/19/2025 plan canceled 7/20/2025 charged for plan 8/5/2025 noticed cancelation, charges and printer not working, contacted support, support tech remote accessed my computer and tried to sell ********* firmware, never resolved the issue the call was made due to. 8/6/2025 noticed a fraudulent charge on bank account. contacted **, was informed that no one else could have cancelled my plan, nor was it possible that the previous tech had gotten my bank info while remote accessing my computer. Contact for more.
Business Response
Date: 08/07/2025
** can confirm that the ** Case #********* mentioned in the customer's ******************** complaint is NOT a valid ** Case number. Would customer please provide the email and telephone number for the HP Instant Ink account, or provide the Instant Ink subscription number, because the email address: ******************** and phone #: **************, do not bring up an ** customer profile. In addition, if customer could please provide an ** product serial number for his printer, and any related valid ** Case numbers, we would be able to assist with your issue.
Regards,*******
Customer Answer
Date: 08/07/2025

Complaint: 23708736

I am rejecting this response because:
**********************************
Is the phone number I use for all subscriptions, but I communicate with the email used in the report whenever possible.
************* is the phone number used with the account.
That is the case number provided during the call. Which inclines me to believe that it very well may have been the source of the fraud charge to my bank account if that is not a legitimate case number with HP or instant ink.
printer is a (4200 series desk jet)
S/N: CN459DFMV2. FPU NO: 588M4-64001.

Sincerely,

****** *******
Business Response
Date: 08/15/2025
** appreciates customer providing the contact information. 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, *******
Customer Answer
Date: 08/22/2025

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,

****** *******
Initial Complaint
Date:08/05/2025
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.
Bought $500 Printer. It never worked out of the box. I spent months and over 50hrs. attempting to resolve. Tech appt scheduled they wouldn't call as promised. I had start over several times, send videos, pictures, sat on hold for hours. TOTAL nightmare. ** FINALLY said they would replace under warranty. I CLEARLY asked if I would be receiving a NEW or refurbished unit. "NEW" I was told. ****! I bought a new printer broken and received someone else's problem printer in trade. I WOULD NEVER deal with this company again. I feel I am owed $500 plus $21 I had to pay for shipping!
Business Response
Date: 08/07/2025
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, ******.

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HP Incorporated is NOT a BBB Accredited Business.