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

2,371 total complaints in the last 3 years.
870 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:12/10/2022
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 have a two year warranty on my HP ******************************** now a year has pass and I am suppose to recieve ink however the printer isn't working and a password is require the company I spoke with override the password with another and I am unable to do anything I received emails about receiving ink how ever I can't print and the printer when it was working doesn't print the full page some of the letters are cut off. I tried Customer service the people do not speak English it is hard to filter what is being said I ask for English and United States and they say they are all you can speak to.Ink was to be supplied
Business Response
Date: 01/05/2023
Business Response /* (1000, 5, 2022/12/21) */
HP Incorporated apologizes for the issues Ms. *********** encountered with her Instant Ink account. HP assisted Ms. ****** with setting up her wifi connection and placed an order for regular ink cartridges. An HP Case Manager will reach back out once the order is received to see if the ink cartridges have fixed the issues. If Ms. ****** has any other questions or concerns, she may contact her Case Manager.
Initial Complaint
Date:12/10/2022
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.
HP Instant Ink monthly plan. My last monthly charge was Aug 29th due to card no longer being good. I was not using the printer so when the Instant Ink monthly service came around I did not update card to renew service. I was not allowed to print after that. On Oct 4th I updated my card and restarted my service and I was charged the monthly fee. On Oct 5th I was charged an identical fee which they would not refund and I disputed with bank but HP said it was valid so it was not refunded through bank. On Oct 5th I changed my plan to a cheaper plan that said it would take effect on Oct 28th. I did not even get a full month for my fee. But the plan did not change on Oct 28th because I was charged the old price of $6.53 again on Oct 30th. The price plan did not change until I was charged on Dec 4th. I was charged for a month when I was not getting service and could not print. And when I did reactivate my service I was not able to print right away because I was out of ink (something the plan was supposed to prevent). I want reimbursed for the month I could not print but was still charged for and for the month that they did not reduce my plan price. We can round it to $13. If I knew I was being charged another month at the old price and pages I could have printed to use those pages up. I knew I was going to lose pages due to a cheaper price but I was charged the higher price and did not notice so I did not attempt to try and print those excess pages. I will accept a code or credit for 3 months service at my current reduced printing size or a direct credit of $13. Why would anyone use this service if they are going to be back charged for months once they renew their card. I might as well have created a new account and not be charged for months I was not getting service. I am not really claiming a refund for the month that I had to wait a week to get ink so I could print. Though I should since I did not get a full month when I renewed my service.
Business Response
Date: 01/13/2023
Business Response /* (1000, 5, 2022/12/26) */
HP Incorporated apologizes for the issues Mr. ***** ***** encountered with is Instant Ink account. The following email was sent:

Hello *****,

I've gone ahead and processed the $6.35 refund and applied a free month to take care of the current billing cycle that ends on 12/28/2022. You will see your refund reflected on your payment method within 3-5 business days.
The next charge you will see will be on/shortly after 01/28/2023.
It was a pleasure to assist you!
Regards,
******, HP Instant Ink Case Manager.
Initial Complaint
Date:12/09/2022
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 several HP printers. I paid and continue to pay A LOT OF MONEY for the printers and printer ink. In order to use the printer I have to use a******* HP app ON MY DESKTOP which usually does not work.
I have to waste an HOUR just about every time I want to print a document because HP will NOT let me print the document without using their garbage app which usually does not work. This has been going on FOR YEARS with every single printer I buy from HP. I AM SICK AND TIRED OF WASTING MY TIME BECAUSE HP WILL NOT LET ME USE THE PRINTER WITHOUT USING THE APP THAT DOES NOT WORK.
Here I am again. trying to print a label from**** and it won't work because of the garbage app.
I made the HUGE mistake of trying to update the drivers to my printer one time. Then NONE of the expensive HP original print cartridges that I spent HUNDREDS of dollars on worked.
These are my ******** printers and I cannot use them
This is LUDICROUS
HP NEEDS TO FIX THIS CRAPPY APP SO I CAN USE MY PRINTER.
Business Response
Date: 01/20/2023
Business Response /* (1000, 5, 2022/12/21) */
HP Incorporated apologizes for the issues Ms. ************ encountered with her
HP ******************************* Printer (s/n **********). An HP Case Manager has set up a free ************* session to see if they can address the issues Ms.***** is facing. Ms.***** informed HP that she would contact them after the holidays to do the troubleshooting.

Consumer Response /* (3000, 7, 2022/12/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
HP was to send me an email with the contact information for an HP support person that I could call to troubleshoot the issues with the HP smart print app. I never received the email. I cannot contact anyone without that information. Please send the email with contact information for the support tech and then I can agree to close the complaint.

Business Response /* (4000, 9, 2023/01/02) */
HP sent Ms.*****s the email on 12/20/22. Here it is in case it was not received by Ms.*****:

Good afternoon******

Thank you for taking the time to speak with me today !
Your concern has been escalated to a************ I requested free Sevice ********************** you may call this
You can use your *********** service ******************************* Please have your phone number or email address available.

Also 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 to me via phone as I will not have access to the case emails once it is archived.

You'll also receive an email survey asking you about your experience. If you can please take some time and provide me some feedback of how we did or how we can improve our services in the future, I would greatly appreciate that.

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

Thank you for being a valued HP Inc. customer!

Hasna
Escalations Universal Case Manager
*******************************************************************************************************************
Initial Complaint
Date:12/09/2022
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.
they are refusing to give my spouse a loner computer for an issue that has been going on for weeks. I expect this issue to be resolved immediately.
Business Response
Date: 01/05/2023
Business Response /* (1000, 5, 2022/12/19) */
HP Incorporated apologizes for the issues Ms. ************* encountered with her HP Computer. The Executive Office has sent several emails attempting to get more information on the unit and the repair. To date there has been no response. If Ms. French still requires assistance she may respond to the email that was sent.
Initial Complaint
Date:12/08/2022
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.
On Nov 25 2021 i purchased from HP a HP Pavilion Gaming Desktop and paid extra for a 3 year onsite warranty. The computer has been having error messages about USB power surge issues and saying there are HDMI issues, both of which are hardware issues. We contacted HP to have it serviced and anyone we speak to tries to keep upselling us to a paid hourly troubleshooting department saying that its the monitor and HP computer are not compatible with dell monitors. trying to send us to a department that i'd have to pay to troubleshoot. this computer is defective. it does not need troubleshooting
Business Response
Date: 12/26/2022

HP Incorporated apologizes for the issues *************************************** encountered with his HP Pavilion Gaming Desktop TG01-2170m CTO (s/n 2MD1472QYF). An HP Case Manager has requested photos of the *** ports and the error messages that he is receiving.
Customer Answer
Date: 01/11/2023
(The consumer indicated he/she DID NOT accept the response from the business.)
Hp representative reached out, asked a bunch of questions, ask for photos of the computer, then went dark. Hasn't responded to any emails in over a week
Customer Answer
Date: 01/13/2023
representative from HP reached out again and now is asking to do software troubleshooting steps again after 6 weeks of doing this with regular tech support!!! After they already wiped out my computer they are saying its still software issues! What software? There's none left. How can a "USB power surge" issue be software? They have no interest in honoring their warranty. look at the lengths they will go to to avoid repairing a machine under warranty
Business Response
Date: 02/01/2023
************** accepted a buyback of his unit for $1070.00. If ************** has any questions about the process he may reach out to his Case Manager.
Customer Answer
Date: 02/10/2023

Complaint: 19315644

i sent the computer back. waiting for the check to arrive. if/when the check arrives, this complaint was resolved satisfactorily

Sincerely,

***********************
Initial Complaint
Date:12/06/2022
Type:Customer Service 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 an ** Printer from Best Buy, when I opened the package there was no ink in it. I called the company and asked them to send me the ink and they refused. I am unable to travel to the store to retrieve the ink for the printer. This could easily have been resolved, both ** and Best Buy should resolve this issue. Resolve: please send me the proper ink for the ** Envy **** printer. Thank you
Customer Answer
Date: 12/12/2022
They did not really try and help in a timely manner. I will have to go to the store where I bought the printer and return it. I will not purchase another HP item again. AS a procurement officer for the large financial bank I work with, I will not be using HP items for our teams either.
Business Response
Date: 12/13/2022
HP Incorporated apologizes for the issues ******************************* encountered with her
HP ENVY Photo **** All-in-One Printer (s/n TH285FT0YP). ****************** has requested that HP no longer contact her and informed her Case Manager that she would return the unit to Best Buy.
Initial Complaint
Date:12/06/2022
Type:Customer Service 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.
This is my second complaint regarding the instant ink arm of HP. Although they indicated that they would resolve the issue of charging me for and sending massive amounts of ink, that hasn't happened. Also consumers should be warned that ink purchases under this program becomes unusable if you discontinue the service. I believe this is criminal and should be remedied by taking back the ink and replacing it with ink that is usable without the service.
Business Response
Date: 12/09/2022

HP Incorporated apologizes for the issues ************************* encountered with her Instant Ink account. A representative placed an order to have a regular ink cartridge sent out as well as return envelopes to ship back the Instant Ink cartridges. HP also emailed ************ information about how the Instant Ink program works.
Initial Complaint
Date:12/05/2022
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 ordered an HP laptop. The computer was delayed three months--every month on the date that the machine was supposed to arrive, I would get an email saying it was delayed for the next month--(emails are attached). When I requested to cancel the order, they declined to cancel the order and told me I had to return it once I received it (emails attached). Once I received the computer I discovered that it crashes 100% of the times that I turn it on. I tried to find how to return it but the website is very difficult to navigate and it was hard to find the instructions for a return, or the instructions for a repair request. I had just had a son and the next year was very busy and overwhelming. Finally in August I found the information to get it repaired, but the warranty had expired by two weeks. I tried to get in touch with someone but again, it is very difficult to find a way to get in touch with customer service. So, I created a ******* account with the sole purpose of getting in touch with someone. I was finally able to contact someone and they insisted to walk me through a troubleshoot. This did not work (the entire conversation is attached). They insisted that the warranty was expired and they couldn't help me. They then suggested that I buy a warranty extension. When asked, they said that the extension would not work toward the repair because the computer was faulty before the purchase of the warranty. In sum, HP sold me a faulty product, denied the cancelation of the order when its delivery was delayed. Refuse to do a good faith repair. And they make it difficult to access customer service in order to address customer concerns.
Business Response
Date: 12/14/2022
HP Incorporated apologizes for the issues *********************************** encountered with her
HP Spectre 15-eb1 x360 Convertible Laptop PC IDS Base Model (s/n 5CD1321Q5K). An HP Case Manager sent ******************** repair materials to ship her unit into HP's repair facility. Those materials were received on 12/09/22. To date the unit has not been shipped to HP. If ******************** has any questions about the repair process, she may reach out to her Case Manager.
Initial Complaint
Date:12/05/2022
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 November 30th 2022 HP removed $158.99 from my checking account. I contacted HP and they looked into it and said that this money was for a service called ************. I told the person that I never authorized any type of payment to this ************ and have no idea what they are even about. HP told me that the payment did not go through them but through ************. HP connected me to this ************ and they looked into this and they said that I payed this by my credit card. I told this person that I did no such thing and want my money back plus the over draft payment that this caused. He said that he would have his manager get in touch with me today and so far nothing.

******* HP Product ****** HP product ******************************* $158.99

Told the person this info and it shows nothing being purchased on my account through HP.
Business Response
Date: 12/09/2022
HP Incorporated apologizes for the issues *********************************** encountered with his HP Smart Friends account. The account was fully cancelled and a refund was processed for $158.99.
Customer Answer
Date: 12/15/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
They said that on December 9th a refund was issued , it is now December 15th and still no refund. Sounds to me they tell you what they want to remain in BBB good graces but still s**** over the little man. Where is my refund?????????
Business Response
Date: 12/20/2022
******************** should have received his refund by now as it cleared HP on the 12th of December. An HP Case Manager sent ******************** a copy of the credit invoice for reference. If that refund has not been received yet HP advises ******************** to contact his bank.
Customer Answer
Date: 12/22/2022
** ********** Support keeps telling me that my refund is processed and is complete. The bank has no record of the refund coming into the bank for my account as of 12/22/2022 @9am. I tried to contact ** main office but they would not speak to me about this and turned me over to the ** Smart friend support again. Spoke to ** support again and the man I spoke to told me that ** Smart friend Support said to him the case is closed, I told him it is not , not until I get my refund. All he did at the end of the conversation was tell me he escalated it again to the higher **** I also explained to him that I've asked to speak to these people and gave them my cell phone number but they never call it only my house phone, I told him that I believe that they are trying to ignore me and don't want to speak to me and get this situation all fixed.
Business Response
Date: 01/05/2023
Business Response /* (1000, 5, 2022/12/09) */
HP Incorporated apologizes for the issues Mr. **************** encountered with his HP ************* account. The account was fully cancelled and a refund was processed for $158.99.

Consumer Response /* (3000, 7, 2022/12/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They said that on December 9th a refund was issued , it is now December 15th and still no refund. Sounds to me they tell you what they want to remain in *** good graces but still ***** over the little man. Where is my refund?????????

Business Response /* (4000, 9, 2022/12/20) */
Mr. ******** should have received his refund by now as it cleared HP on the 12th of December. An HP Case Manager sent Mr. ******** a copy of the credit invoice for reference. If that refund has not been received yet HP advises Mr. ******** to contact his bank.
Customer Answer
Date: 01/06/2023
This case is not resolved. HP never replied to my last comment, and as of today 1/6/2023 at 1:25pm est the complaint is still good because they never gave me a refund and all they are doing now is playing games. They requested a bank statement to show them that no refund was done, I sent it to them and now they make up a different story about the refund. They just don't want to give a refund back.
Business Response
Date: 02/01/2023
Due to the issues ******************** encountering trying to receive his refund HP sent out a check. That check was verified as being received and cashed on 01/20/23 by ********************.
Initial Complaint
Date:12/05/2022
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 bought an HP printer in March 2022. It was faulty out of the box. After speaking both on the phone and online with HP customer service, it was obvious that the printer was faulty and no IT troubleshooting could fix it. My printer is registered with HP and under full warranty. I just want a replacement. Every time I tried, both via telephone and chat, that I mentioned getting a replacement, my call was dropped or the chat was abandoned by the agent. This has gone on for months.
Business Response
Date: 12/12/2022

HP Incorporated apologizes for the issues ******************************* encountered with her Instant Ink account and her printer. HP is working with ****************** on a replacement unit. As soon as the defective one is sent back HP will process the replacement. Her Instant Ink representative set the following email regarding her account.

Dear ******,

My name is ****, I am your Case Manager with HP Instant Ink.

Your Instant Ink account has been recently obsoleted so there will be no billing.

I have received your request to have your credit card information removed from our HP database.
I have sent the information to have it removed and I will email you once this has been completed (estimated turn around time is 2 weeks).

A case #********** has been created and a Technical Support Case Manager will be contacting you soon to address your printer replacement request.

Your case number(s): **********

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.

Thank-you for choosing HP Inc.

Kyla

HP Instant Ink Case Manager

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HP Incorporated is NOT a BBB Accredited Business.