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

2,378 total complaints in the last 3 years.
877 complaints closed in the last 12 months.

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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:12/21/2022
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 purchased an HP**************** printer with the assurance that it would work without needing internet connection. I live in a rural area and internet service is unreliable and needed a printer that would work with a simple USB connection. I was assured this would be the case, both by the store and HP customer service. While I did have to create an account and download the apps for the printer, I was assured the printer would work via USB connection. The printer did indeed work for about 8 months without issue. However, now, it will not work at all because it is not connected to the internet. I contacted the help department and was informed (this time honestly) that the printer will no longer work if I did not connect it, and leave it connected to the internet. This is infuriating. I now have a 255$ printer that I can no longer use because I cannot connect to the internet regularly, even though it provides a USB connection, and I was assured when I purchased it, it work with just a USB connection. In addition, not being able to contact the company without using the internet is infuriating.
Business Response
Date: 01/12/2023
Business Response /* (1000, 5, 2023/01/05) */
HP Incorporated apologizes for the issues Ms.**************** encountered with her
HP ******************************************************** An HP Case Manager sent Ms. ******** an email explaining how to use the USB and when internet will be needed. If Ms. ******** needs any further assistance with her printer she may contact her Case Manager.

Consumer Response /* (2000, 7, 2023/01/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
According to the company representative, I will be able to use the printer off-line, I just need to update on a regular basis by connecting the printer to the internet. It has been two weeks and so far it is working without being connected to the internet.
Initial Complaint
Date:12/20/2022
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.
A few months ago I purchased a brand new HP Officejet Pro.
On the side of the box is clearly states that for the 500 dollar price I paid for the unit 2 years of free ink is included.
It took forever to get someone actually help me set the instant ink account correctly with a supervisors understanding that this printer is utilized inside of a government state jail and has restrictions to the printers ability to be on line.
this 1st agent and supervisor helped me populate the money on to the account with the understanding that i would call in manually at the 1st of every month and request a full set of ink for being part of the 11.99 subscription price.
A week ago I get a different supervisor who was rude and not helpful at all in attempting to understand the circumstance of why this printer cannot be online with the asinine response of the cartridges won't work if the print is not online because there is some special chip.
This must not be true because to get me by until this problem got resolved the Catholic Diocese of ****** bought me a full set of high yield cartridges that work just fine.
I don't see why i the customer should be punished and restricted a benefit of a printer I actually personally purchased for my work out of my own pocket on a state budget.
I want my ink every month with cartridges that will work without fail or i want my 500 dollars back.
It doesn't really get any simpler than this deliver the ink or refund the purchased i don't want some lame excuse that it has to be online because clearly its not and the cartridges from amazon have worked.
Don't tell me about a chip send me the ink cartridges monthly when I call or don't do business with me ever again and refund my purchase.
I can't believe i have to argue after the explanation and the set up process i went through with the 1st associate who told me via a supervisor on the line even that this could be registered and then manually processed for ink.
I don't want excuses I want ink or a refund!
Business Response
Date: 01/20/2023
Business Response /* (1000, 5, 2023/01/03) */
HP Incorporated apologizes for the issues ***************** encountered with his Instant Ink account. ********** informed his Case Manager he is currently out of town and will provided the requested information as soon as he returns next week.
Initial Complaint
Date:12/19/2022
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 requested a refund of my purchase price of $539.99, for the computer I purchased on November 14 , 2022. The computer sent to me was defective, and I am still waiting for it to arrive at the service location in **********. Once it arrives there, I do not know how long it will take to be repaired, and I do not want a repaired computer - I want the new computer that I paid for.
I ordered a new computer from HP on November 14, 2022. The computer arrived on December 2, 2022, and when I unboxed it and started it up for the first time on December 7, 2022, I discovered it was defective. It was unable to detect its hard drive. On December 8, 2022, I used the customer support chat function to troubleshoot the computer with two individuals in the HP service department. After many attempts to enable the machine to access its hard drive, I was instructed to return the computer for repair. The shipping box arrived on December 12, 2022. On December 13, 2022 I delivered the boxed computer to ***** per the instructions provided. Yesterday, December 18, according to the ***** tracking information, the computer was located in *************, and hasn't even reached the repair facility. I have been without a computer since mid-November, the replacement I purchased from was defective, and has still not arrived at the repair facility.
I requested a full refund from HP yesterday, upon discovering that my computer was still a state away from the repair facility. I was told that HP cannot issue a refund because "it is already being handled by tech support."
Please assist me in getting a refund for the defective product I purchased. Thank you.
Business Response
Date: 01/11/2023
Business Response /* (1000, 5, 2022/12/28) */
HP ******************************e Model (s/n **********). HP.com will be issuing the refund for Mr. ***** once his unit is expected at the return facility. If Mr. ***** has any questions or concerns about the refund process he may reach out to his assigned Case Manager.

Consumer Response /* (2000, 8, 2023/01/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Complaint
Date:12/19/2022
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.
I HAVE AN HP PRINTER AND ABOUT $600 WORTH OF CARTRIDGES FOR THIS PRINTER FROM 2020. THE *** IS ALSO FROM 2020. THE PRINTER WORKS FINE AND OUT OF NOWHERE, THE PRINTER MUST'VE UPGRADED THROUGH THE INTERNET CONNECTION AND IS NOW SAYING NONE OF MY CARTRIDGES WORK - THEY ARE ALL "OLDER GENERATION", WHICH IS COMPLETE BULLSHIT!!!! IT LEFT ME WITH $600 WORTH OF WORTHLESS CARTRIDGES FOR THE SAME PRINTER?????? HOW IS THAT EVEN LEGAL??? I BET THERE ARE THOUSANDS OF PEOPLE THEY DID THIS TO!!!!!! I EITHER WANT THEM TO REPLACE THE *** OR REPLACE THE MONEY I LOST WITH CARTRIDGES THAT SHOULD WORK FINE!!!
Business Response
Date: 12/28/2022
HP Incorporated apologizes for the issues ********************** encountered with her HP printer. An HP Case Manager provided Ms. ********* information to contact HP's ISB team to exchange the ink cartridges, as well as HP's technical Support phone number to see if they can troubleshoot the issues Ms. ********* is experiencing with her printer. If Ms. ********* has any other questions or concerns, she may direct them to her Case Manager.
Customer Answer
Date: 01/05/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
**** did not replace the ink cartridges nor did they respond the the information I sent from their request. No one has responded about replacing the ink. I already accepted that their machine will not function and had to purchase another one, but they do need to replace the ink that now says mysteriously, "OLDER GENERATION" for the same machine.
Business Response
Date: 01/20/2023
HP is working with Ms. ********* on an acceptable resolution. Currently the $125 coupon offer was declined by Ms. ********** The assigned Case Manager is currently looking into other resolutions.
Customer Answer
Date: 01/26/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
I am supposed to send back the old printer, but I have no box. A label will be sent to me and Imll need to find a box somewhere.
I asked for $350 for ink - they refused.
I have about $600 in ink - same ink as they currently sell, but the update says they are "older generation" right on the screen of the printer.
I bought another printer - it would've been easier if they would refund the money for that and 1/2 of the cost of the ink.
Business Response
Date: 02/07/2023
An HP Case Manager submitted the request for HP to start the process for a buyback in the amount of $357.63. **************** has any questions during the process she may contact her Case Manager.
Initial Complaint
Date:12/19/2022
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.
I placed an Order for HP Laptop on 11/29/2022 and paid in full. I received an email that my product will only be delivered on 12/05/2022. I needed this laptop for my work, so i put a request to cancel my order on 12/8/2022. I received a response that I need to wait until i receive my product to cancel and i was not allowed to cancel immediately. Due to the delay i already paid for another laptop so that i can continue my work and expected to get a refund from HP, but due to HP's policy i was told to wait. Finally i received my laptop on 12/15 and I called HP to cancel. Now i was told that I need to pay Restock Fee of $55 on a $360 laptop. I am disappointed that i attempt to cancel one week ahead of time wasn't accepted and when i followed HP's instruction, i am asked to pay fee. This puts enormous pressure financially and i request full refund from HP.
Business Response
Date: 01/18/2023
Business Response /* (1000, 5, 2022/12/28) */
HP Incorporated apologizes for the issues Mr.***************** encountered with his HP.com order. Mr. ******** was sent the following email:

12/27/2022

**********

Hello *******,

I have processed return# **********, and your return refund of $370.99 will be credited back to your account ****************************. Our pre-paid labels expire in 5 days. Please get a receipt for your return from the ***** associate for your records. The warehouse will initiate your refund after they receive and inspect your return. Please allow us up to 10 business days to complete the inspection.

Cheers,

************
HP.com Store Escalation Manager -
Office: ***************
Initial Complaint
Date:12/16/2022
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 May 30, 2020, I purchased an HP laptop from the HP store online (Order #:***********). I also purchased the three-year Care Pack Warranty.

On May 2, 2022, the computer began malfunctioning. It showed a blue screen and powered off randomly without warning. I sent it to HP for repair (Customer Order Number: ***********.

The "SSD" and motherboard had been replaced in addition to testing to ensure it functioned correctly. When the unit arrived to me, it began malfunctioning in the same manner in minutes.

Around May 12, I spoke with***** at the HP Inc. Consumer Escalation Department (*****************).***** offered to send in my unit for repairs again or accept $600 and return the unit. I purchased the unit for $1,935.65.

Around August 24, I took the unit to an HP-approved repair shop. They decided a ram-memory unit needed replacement. They replaced the ram unit (Receipt reference #: ***************). When I returned home, the laptop would not connect to wifi. I put the laptop away and did not use it again until November.

In November, I attempted to connect the laptop to wifi. It again malfunctioned with blue screens and powered off randomly without warning.

In December, I contacted HP Inc. Consumer Escalation (Case #: *************). They recommended I take it to an HP-approve repair shop. I took the unit there, and they sent it to HP for repairs (*********** Repair Order#: **************) ("Rework of original ************"). HP documents state the motherboard was replaced. Upon bringing the unit home, it began malfunctioning with a blue screen and powering down randomly without warning.

HP Escalation refuses to reimburse me for the amount I paid and refuses to replace the laptop with a comparable gaming laptop because "**** units are considered commercial units." However, they sell on the HP retail website. (HP Consumer Escalation Case#*********** CRM: *************).

I want a comparable gaming replacement or the total purchase amount. Thank you.***
Business Response
Date: 01/05/2023
Business Response /* (1000, 7, 2022/12/20) */
HP Incorporated apologizes for the issues Mr. ********** encountered with his
HP *************************************************. Mr. **** was sent the following email on 12/19/22:

Hi *****,

Good morning!

As what we previously discussed, kindly contact us back once you send the unit to the service center to proceed with the reimbursement. Kindly secure a copy of the receipt from your nearest authorized service center.

This email is to let you know that the case # ********** will be archived as of today.

Should you need future assistance, please feel free to reach out via phone, as I will not have access to the case emails once it is archived.

You may also receive an email survey asking about your experience with me, your case manager directly.

We would greatly appreciate it if you take some time and provide feedback on how I did or how we can improve our services in the future.

If you require any additional assistance or if your issue has not been adequately resolved, please send an email to*********************************************************************

Again, my name is **** you case manager and it has been a pleasure working with you!

Thank you for being a valued HP Inc. customer.

Regards,

****
HP Consumer Escalations
Initial Complaint
Date:12/16/2022
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.
** Technical support ruined my ** Laptop while trying to repair it. They transferred me to sales and a man suggested the Chromebook as a replacement in September 2022. He did not know its connectivity issue with an external drive device that contained Word documents and other files with ********** I have had these people contact me since November 2022 to no avail. I have numerous email correspondence from **********************, a Consumer Escalations Manager, who has done nothing to help in the matter for over a week! They simply just pass me on to someone else. Their office is noisy with unprofessional laughing in the foreground. This was not a retail purchase, it was made through e-commerce, with the ** representative applying credit to the laptop that they destroyed.
Business Response
Date: 12/23/2022

HP Incorporated apologizes for the issues *************************** encountered with his
HP Chromebook 14 inch 14a-nd0000 (s/n 5CD146DV0V). **************** accepted a HP Laptop 15-dw4725od W11H 64 i5 1235U 1.3GHz 512GB NVME 8GB(2x4GB) DDR4 **** 15.6HD WLAN BT Cam Rfrbd PC as a replacement unit. That unit has shipped under tracking # ************ with an ETA shown as 12/23/22. If **************** requires any further assistance once the unit is received, he may contact his Case Manager.
Customer Answer
Date: 01/03/2023
I have worked with them this week. You may cancel this complaint record.
Initial Complaint
Date:12/16/2022
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.
Same problem always, I ordered 2 laptops from HP.com on December 4, 2022 and one on December 6, 2022. There were supposed to be here on December 16, 2022 and now as usual with ****** they are stuck in customs and I will not receive them between December 21 - 26, 2022. My husband and I have spent over $1,000 for these laptops and no one in corporate does anything nor try to compensate consumers for their troubles! I spoke to someone named ****************** at ************ and she was not help at all which I figured because no one at HP does their jobs nor have good customer service skills!
Business Response
Date: 12/20/2022

HP Incorporated apologizes for the issues Ms. ******************************* encountered with her HP.com order. A representative informed ****************** that the delay is due to customs, and they are scheduled to be delivered by 12/21/22 under tracking numbers ************ and ************. Fed-Ex shows attempted a delivery for both units on 12/20/2 however no one was available to sign for the packages.
Customer Answer
Date: 12/23/2022
(The consumer indicated he/she ACCEPTED the response from the business.)
How are consumers suppose to know that you need to sign for packages? I work just like everyone else does and I'm not home in the daytime. I will not be doing anymore business with HP and especially ******
Initial Complaint
Date:12/15/2022
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.
Instant ink keeps changing my billing cycle which doesn't coincide with when I get my *** check. So when I can't pay it on the date they want they shut off my printer. Today they have done just that and I needed to print some emergency documents. When I try to pay it they don't take the money out of my account and then says I did not pay.
Business Response
Date: 01/04/2023
Business Response /* (1000, 5, 2022/12/19) */
HP Incorporated apologizes for the issues Ms. ************* encountered with her Instant Ink account. Unfortunately, a representative was unable to reach Ms. ***** to discuss her complaint. The following email was sent:

IMPORTANT: Please do not reply to this email. Replies to this message are not monitored.

Dear *******,

This is *****, your Case Manager with HP Instant Ink.

I am sorry that I have not been able to reach you on my recent callbacks and have received no reply to my recent emails.

The Instant Ink billing cycle ends on the 22nd of each month the charge for the Instant Ink cycle tends to try to bill out between the 23rd and 26th of each month. This billing cycle was actually reflected based on the day you Installed Instant Ink cartridges in the printer and activated the service plan which was on 03/23/2021.

If you should require assistance with any Instant Ink issues, feel free to contact us through phone **************** or Chat and refer to your case number so our HP Instant Ink support representatives can assist you.

Your current case number(s): ********** have been closed.

Please do not reply to any emails from us in relation to this case as it is no longer being monitored.

Here is a great link to check out regarding your Instant Ink account:*************************************************************

Thank-you for choosing HP Inc.

*****

HP Instant Ink Case Manager
Initial Complaint
Date:12/15/2022
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.
I purchased a brand new HP laptop May 18, 2022. The laptop is a lemon. By November, the laptop developed streaks across the monitor. I never did anything to create the problem. ** told me it was a refurbished computer. ******* denied it was. I purchased the computer brand new at *******. hP then arranged for me to fed ex the laptop to them for ************ they received it they said I would have to pay 338 for a repair. The laptop is not a year old and should fall under the warranty. However they are saying I did accidental damage. When I asked for what that meant they wouldn't make the tech available. They said this doesn't fall under the warranty but they still can't explain how this happened. I was sold a lemon laptop and I want a replacement and an apology.
Business Response
Date: 12/16/2022
HP Incorporated apologizes for the issues ***************************** encountered with her HP Stream - 14-cb172wm (s/n 5CD211G82L). Unfortunately, the unit was found to have customer induced damage and is not covered by HP's Standard Warranty. Any repairs made to the unit would be fee based. An HP Case Manager offered a 40% discounted repair however the offer was declined. The unit was shipped back unrepaired under tracking # ************ with a delivery shown as 12/14/22. If ************** would like to accept the discounted repair she may reach out to her Case Manager.
Customer Answer
Date: 12/16/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
Firstly I am not ************** as was typed by the company ************ continues to assert that the damage was customer induced. As I have said multiple times I did no damage to the computer. I did not drop it, or spill anything in it. What is the source of the accident? What happened that I supposedly did? Therefore, for me to assume the cost to fix it I would like to know how, specifically, with detail, HOW DID I damage the unit? HP is using an accidental damage, with no detail, to pass the costs onto me. A computer should last more than five months. The computer was sold with a flaw, and the repair was not 40 percent discounted, the amount to fix it was more than the computer itself. I am requesting a new computer or for HP to fix this one.
Business Response
Date: 12/22/2022
Once the unit is received by HP a full evaluation is performed. The damage to the unit is not a product defect. HP cannot say how it may have been damaged only that the problem found was not the result of how the product was made. The discounted repair still stands should ************** wish to move forward with the repair.
Customer Answer
Date: 01/06/2023
BBB you were completely unhelpful in this matter.

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HP Incorporated is NOT a BBB Accredited Business.