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

2,368 total complaints in the last 3 years.
870 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:02/09/2023
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.
HP / HP Instant Ink refuses to send our business receipts when there is a monetary transaction made. They will only add a receipt to an online account, and won't send the company a receipt for any and all monetary transactions. As a business I need receipts sent to use for every monetary transaction. I have been in contact with them many times over a lenghty period of time, and they will only log them online. Birthing Basics, LLC, **************************
Business Response
Date: 03/09/2023
Hello, HP has reviewed the customer complaint. The receipts for ********************** Ink accounts transactions/receipt are available for the customer online for their records. The complaint has also been forwarded to our Instant ink team.
Regards, HP Inc.
Initial Complaint
Date:02/09/2023
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 been a member with the ****************** for instant ink delivery and over the past 3 years I have not received any refill ink. They charge me 78 and change every year for the membership to monitor my printer. Well I have had to purchase my own ink twice. When I called them I told them I wanted to be refund for the 2 years they have not done their jobs **** the rep told me he could not because I used my printer. WOW He told me he need to contact the case manager to try and get this done. In essence I am looking for $156 credited back to my **************** they have on file for their lack of due diligence for the monitoring and the fact I had to go out and purchase my own ink.
Business Response
Date: 03/09/2023
Hello, Our tech support Case Manager worked with this customer via email last week and cancelled the account and CPL was closed March 2 ,was this just received? Case 5100025942
Regards, HP Inc.
Customer Answer
Date: 03/16/2023

Complaint: 19379456

I am rejecting this response because:they just cancelled my membership and did not refund my money. They said they provided me with the service however if they actually did I would not have had to buy computer ink at the store twice. They are playing games with you because they knew I contacted your department and knew exactly what I was asking for. They did not refund me and did not provide the services for over 2 years..

Sincerely,

***************************
Business Response
Date: 04/10/2023
HP case manager sent follow up emails to the customer regarding a credit - Case **********. No response from the customer.
Regards, HP Inc.
Customer Answer
Date: 05/03/2023

Complaint: 19379456

I am rejecting this response because: they still refuse to refund me even though they failed to hold up the service agreement. If they do not notify me when running low or send ink then they do not fill the agreed paid service ND should refund my money.

Sincerely,

***************************
Business Response
Date: 05/07/2023
HP case manager sent follow up emails to the customer regarding a credit - Case **********. No response from the customer.
Regards, HP Inc.
Customer Answer
Date: 05/09/2023

Complaint: 19379456

I am rejecting this response because:
A refund. Is just? A refund the emails are. Are to tell me that they can't refund me which is a waste of my time and is very incorrect I do not want their product I do not and have not received their service therefore I should be refunded no questions asked and no more emails from them regarding a potential refund. It is just a stall tactic. Which is? Very unethical.

Sincerely,

***************************
Business Response
Date: 05/09/2023
HP *************** team has contacted the customer several times- Case reference **********.
Should you have additional questions or concerns, please contact the Instant Ink team at **************.
Regards, HP Instant Ink
Customer Answer
Date: 05/10/2023

Complaint: 19379456

I am rejecting this response because: I have not been contacted with the acknowledged refund.

Sincerely,

***************************
Business Response
Date: 05/10/2023
HP *************** team has contacted the customer several times- Case reference **********.
Should you have additional questions or concerns, please contact the Instant Ink team at **************.

Regards, HP Instant Ink
Customer Answer
Date: 05/12/2023

Complaint: 19379456

I am rejecting this response because:
This is the 4th response with the same information. They have not responded about the refund.

Sincerely,

***************************
Business Response
Date: 05/16/2023
HP Instant ink team has been trying to work with the customer on a resolution- Case reference 5100025942.
Should you have additional questions or concerns, please contact the Instant Ink team at **************.
HP Instant Ink.
Customer Answer
Date: 05/19/2023

Complaint: 19379456

I am rejecting this response because: please read all previous responses.

Sincerely,

***************************
Business Response
Date: 08/09/2024
No BBB complaint created. Issue was addressed by Instant Ink Escalations.

Customer Answer
Date: 08/09/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that the organization didn't respond properly or honestly. I understand this is the best the BBB can do with this organization however I will continue to show EVERYONE I possibly can this interaction because this company is a thief. Thank you for your assistance.

Sincerely,

***************************
Initial Complaint
Date:02/09/2023
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 purchased a new HP computer from Amazon June 2022. It is fully covered under warranty. November 2022 it stopped working. I spent 2 months trying to get the computer serviced but they kept dumping me back I to queue because apparently there are extra hoops they have to do in their system because I live in the **************.After creating a ******* account to get them to respond End of December they finally sent me a box to send my computer to their service center. They said **** days to fix then send back. They have had my computer for 4 weeks. They state the repairs are complete but there is a delay in shipping my computer back to **** work part time online. I havent had a working computer for 3 months. Im already out over $4500. Yet they wont send my computer back to me. They need to honor their warranty and treat people better- and send my computer back to me!
Business Response
Date: 03/20/2023
HP *************** team will contact the customer - Case reference- **********
Regards, HP Inc.
Initial Complaint
Date:02/09/2023
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 had the displeasure of having to contact the ** technical support for my ** Envy laptop that has an extended warranty ending 7/2023. At 1:23 PM on 2/9/2023 I contacted the ** technical support department and spoke to agent *****. He refused to assist me so I requested to speak with his supervisor. After several minutes waiting to speak with his supervisor he returned to the call to identify himself as his supervisor *****. This was the same agent who attempted to pass himself off as a totally different person when he sounded identical to the first agent. I spent 40 minutes on a call attempting to speak with a supervisor. I even requested to speak with the escalations department. ** has the worst product support who prevents me from receiving a resolution to my complaint. Product number 2B097UA#ABA Serial number **********
Business Response
Date: 03/20/2023
HP case management team made several attempts to contact the customer- Voicemails left 4 times. Reference case 5101609530.
Regards, HP Inc.
Initial Complaint
Date:02/08/2023
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.
I purchased an Officejet ****e all in one printer from ******* and purchased the extended warranty. I signed up for hp instant ink subscription but never received the cartridges. I cancelled hp instant ink and my printer stop working I can no longer use the printer at all it has become inoperable. I have spoken with multiple tech support agents for over 2 hours twice a week for 2 weeks with calls and emails from agents in between. I asked the support agent to file a claim with my warranty to send me an replacement printer to no avail. Each agent refuses to even acknowledge my active warranty refuses to allow me to file for an replacement or simply hangs up in my face. My warranty is valid the warranty covers an replacement I have supporting documentation of multiple cases with tech support doing everything I can to allow them to fix my printer no one can fix the issue. So why are they not just honoring my request to replace a $400 printer that I can no longer use. I want a replacement fair and square. Hp will never get my business again horrible customer service. scam out of my hard earned money
Business Response
Date: 03/09/2023
Hello, The customer was sent a replacement printer by the case manager - Case - 5100016760
The replacement printer is in Transit. The SCHEDULED DELIVERY DATE is on Friday 3/10/2023 by end of day with TRACKING ID: ************
Regards, HP Inc.
Customer Answer
Date: 03/15/2023

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:02/08/2023
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.
I bought a H/P ENVY ****e printer from Staples in *******, **. I guessing about a year ago. Somehow I got tied in with their ************* delivery program which involved payments. Well, my credit card was canceled by **** and I was issued a new one because it was compromised. Moving along, HP sent an ink package which I was surprised to get because they didn't have my new card number. I've tried to get past their AI but haven't been able to talk to anyone because I can't get by it. I am totally frustrated. I want my printer working.
Business Response
Date: 03/20/2023
HP Case manager contacted the customer on March 9th, Case **********. Issue was resolved with account.
Regards, HP Inc.
Customer Answer
Date: 03/20/2023

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:02/07/2023
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.
Entered into a HP ***************** Agreement with HP **** January 25, 2023paid $150.47 for the HP ***************** Agreement: CA000010403801-0001, Serial#: **********, MODEL# ******, HP COLOR LASERJETPRO MFP M479fdw PRINTER SERIES, Onsite 1 YR. Spoken to HP and ***** the last two weeks receiving emails to ******************* (the email address that I gave to HP), that my item (replacemnet part) is on its way. text messages 02/02/2023 from ****-HP **** ph# *************. 1pm through 02/052023 continued to give text updates to ****, no response. **** did show up at my home 02/02/2023, identified as a HP Tech to trouble shoot my printer, 4 HP reps have contacted me to troubleshoot over the phone. the part is not here. **** stayed for @ 2 hrs **** took my HP printer apart, then tells me to contact him when part shows up. last ***** update part in **********, **. **** left my printer in parts, 4 different areas of my home, No response from **** text, ph# ************ (subscriber not in service tx11656). I continue receive several days, ***** messages that my package is scheduled for delivery. Been staying home for days. Then the ***** message lists my package is at a ***** location: ****************************************. ***** Abby: ***** c/o hfcu ***** office ************************************************ ******: the package is not addressed to you, you cannot pick it up, its HP). As of 02/07/2023, no assistance from HP or *****..again continue to receive ***** updates that my package has been delivered, Today sent to my email address: 02/07/2023 11:08am ***** Shipment ************: Your package has been delivered. How many HP packages for my paid part, will continue to be delivered to the ******** location? I have 27 pages of notes and I have lost all of my tutor students, need the printer to print off their documents, course studies, etc. Plus since my printer is now disassembled in 4 different parts of my home, Best **************************** Depot replacement printer $891.00. Von *********************
Business Response
Date: 03/13/2023
Hello, Please see case notes from case manager - Case 5101613151

Customer was very aggressive since the beginning of the call//CU never allowed me to give call recording said she knew I was a spam caller cause HP is horrible//she also stated she would not discuss issue with me as it had been resolved 2 months ago//she said she had contacts in high places and will be reporting me as a spam call & I was not ever to call her again & disconnected the call//I will close the complaint.
Regards, HP Inc.
Initial Complaint
Date:02/07/2023
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.
On 23 ***** contacted HP Customer support concerning a known issue with the *** drive for my computer which is under warranty. After 2 weeks of troubleshooting the problem with *********** the issue remained. As a result, HP said I'd have to send them the computer for repair. I said not an issue, but I requested they send me a computer to use while mine was being repaired. HP said they couldn't do that until they had my computer for a minimum of 11 business days. I said this was unacceptable because I couldn't be without my computer for that long as the computer is used for school daily. The person I spoke to said she couldn't approve my request and escalated the case to another level that possibly could. The escalation occurred on 2 Feb. At that time, I was told a case manager would be in contact with me within 24 to 48 business hours. To date, I still haven't talked to the case manager although we exchanged curious emails where he asked me for a good contact number that he already had. I answered and asked him to call me at 4 PM EST. He sent another curious email asking me to confirm I was in the US. I did that as well but to date I still haven't spoken to the case manager. My existing case number is **********.
Business Response
Date: 03/09/2023
Hello, We have reviewed the complaint and a HP case manager is working with the customer on a resolution. They have been notified of the customer complaint - Case **********.
Regards, HP Inc.
Customer Answer
Date: 03/15/2023

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:02/07/2023
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.
Hewlett Packard is promoting this instant ink first 6 months free. I have yet to recieve one single month free for any of it. As a matter of fact im getting over charged 2 and 3 times for the same services. then they say say theyll refund half my money but i have to pay the $3 and some change double charge first. It makes zero sense. they are unprofessional and any way you look at it they are wrong.
Business Response
Date: 03/13/2023
Hello, The case 5101606970 has been assigned to a case manager. They have been trying to reach the customer.
Regards, HP Inc.
Customer Answer
Date: 03/15/2023

Complaint: 19346408

I am rejecting this response because: they gave me a refund.

Sincerely,

*************************
Initial Complaint
Date:02/07/2023
Type:Billing 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've been with HP Instant Ink for almost two years and ever since I signed up and enrolled my printer; I've had problems with printing too much and or getting charged way to much. I thought that since I had signed up I would get free ink and free paper! Well how wrong I was.. I've never once gotten any paper from HP Instant **** and yet I got charged for printing... I didnt now that I was going to be paying for printing. Im not going to be charged $30 for printing over or under if I can't get any paper. I called into the customer service number and literally have gotten disconnected or sent to 3-6 different people. I got no response or any proof that they would send my paper out to me... I'm very not satisfied with this printer right now. I cant print anything if I don't put my credit card numbers on the website. The last time I called into support was ******* 14,2023, and the man I spoke to said he was a supervisor on the floor and he told me that if I could pay my outstanding balance he would send me paper and ink. Well I've not gotten anything! I was charged for $30 over pages of printing. Somebody needs to help me cause I'm seriously thinking about cancelling the account cause this is not fair to me and people ***** me getting free paper n free ink and they dont pay for anything with their up instant ink account.
Business Response
Date: 02/21/2023
Hello, The customer was called several times and sent emails. Case 5100191112. The customer did not respond. The customer can call back HP and reference the case number.
Regards, HP Inc.

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HP Incorporated is NOT a BBB Accredited Business.