Business Profile

Network Computers

HP Incorporated

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for HP Incorporated's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

2,369 total complaints in the last 3 years.
874 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:10/31/2022
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.
HP Fails to disclose that using their printer hardware requires either a subscription service to their ink providing business or you are required to buy their "genuine" ink products at 10 times the price of other compatible ink product or your printer will cease to function.
Business Response
Date: 11/16/2022
Business Response /* (1000, 9, 2022/11/16) */
HP apologizes for the issues **************** encountered with his
HP Color LaserJet Pro MFP M283fdw (s/n **********). Unfortunately, HP was unable to resolve the issues with the printer. HP has requested that **********'s Case Manager reach out to see if there may be any further solutions to the issue.

Business Response /* (4000, 17, 2022/12/09) */
An HP Case Manager sent ********** the following email:

Hello *****,

Thank you for your email follow up, I read your email carefully and I completely agree, with you I wish there was more I could do about the toner pricing, but rest assure I have documented your email and all the details. I will be sending over to our executive team to see and understand what our customers are dealing with.

If there is anything additional I can personally help with, please do not hesitate to let me know.

If you are satisfied with everything, I would like your permission at this time to archive your case.

If you have any questions or concerns, please do not hesitate to contact me directly.

Best regards
******************************************************************************************************
USA
Initial Complaint
Date:10/31/2022
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.
THE 29TH OF AUGUST, SEPT, AND OCTOBER I HAVE BEEN CHARGED ROUGHLY 40 DOLLARS FOR HP INSTAINK. I AM SENT A BRAND NEW BOX AND THEN I SEND THE CARTIRIDGES BACK WITH THE BAG LOCATED INSIDE THE BOX. THE PROBLEM IS EVERY TIME I GO TO USE MY PRINTER I NEED TO "UPDATE PAYMENT" BEFORE HP WILL ALLOW ME TO PRINT ANYTHING. THEY I NOW HAVE BRAND NEW INK IN MY PRINTER AND A BRAND NEW BOX ON THE SHELF AND CANT USE MY PRINTER. I AM ON THE PHONE NOW AND THEY ARE REQUESTING ANOTHER 40 DOLLARS TO REMOVE THE LOCK ON MY PRINTER SO I CAN PROCEED WITH MY WORK. A COUPLE THINGS IT IS A VIOLATING FEELING TO KNOW SOMEONE REMOTELY CAN SEIZE MY SERVICES ON MY INK IN MY PRINTER. SECONDLY, I PAY FOR INK THAT THEY LOCK UP AND CANT USE. I HAVE NOW WASTED THE 3 RD DAY IN 3 MONTHS TALKING TO INDIVIDUALS NOT IN THIS COUNTRY AND THEY SAY THE SAME SENTENCE. HP IS A HORRIBLE COMPANY AND I WANT MY MONEY BACK FOR THE HP DESKJET 2700 ALL IN ONE PRINTER I JUST PURCHASE AND ALL THE WASTED INK THAT I NOW HAVE FLOATING AROUND AND CAN'T USE. THIS IS FRAUD!!
Business Response
Date: 12/01/2022
Business Response /* (1000, 5, 2022/11/11) */
HP apologizes for the issues Ms. ************** encountered with her Instant Ink account. The following email was sent:

Dear **************,

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

I have just attempted to contact you via phone and were unable to reach you.

We have addressed your request :

We refunded the billing cycle ending 09/28. The total refund to the payment method is $33.31 including taxes. The billing cycle ending 10/28 has been forgiven. We also added the remaining 4 free months to the account.
Please be aware the free months cover up to 700 pages per month and if you went over the 700 pages you would see a bill with just the overages.
I will keep this case open until Nov 11/2022 if you would like a callback please reply to this email with a good time and date to call.

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

Your case number: **********

Thank-you for choosing HP Inc.

Regards,
*****
Initial Complaint
Date:10/31/2022
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.
See attached
Business Response
Date: 11/09/2022
HP apologizes for the issues ************************************ encountered with his computer. An HP Case Manager offered cyber security and provided him with HP's support phone number. There has been no response to his Case Manager follow up regarding the situation. If *********************** still requires assistance from HP, he may respond to his Case Manager.
Initial Complaint
Date:10/29/2022
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.
My HP Instant Ink account was suspended. I was told that it was due to an outstanding balance of over $150.00. I escalated the case to a supervisor. To date, I have called multiple times. I haven't received a single callback. I havent been able to print in over a month. Someone name *** lied about contacting me on TWO separate numbers that I provided. I emailed her repeatedly without resolution. She was beyond rude and unhelpful. Her emails were also filled with broken English and poor grammar.
Business Response
Date: 11/23/2022
Business Response /* (1000, 5, 2022/11/04) */
HP Incorporated apologizes for the issues ******************** encountered with her Instant Ink account. HP offered to send a set of ink cartridges so *********** could resume her normal printing however the offer was declined. *********** may purchase regular ink at the store or update her account to pay the outstanding balance to resume using her Instant Ink account.
Initial Complaint
Date:10/28/2022
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.
On 21 Oct I did a factory reset of my OfficeJet******************** Printer, which included resetting my HP WebServices and ePrint.

This seems to have broken the link between Instant Ink enrollment and my printer, as immediately upon reset the printer displays a message stating my cartridges are not authorized until the printer is enrolled in Instant Ink. Okay, so I need to relink things up.... I started the workflow on the Instant Ink website to replace my currently enrolled printer (enrolled since 2017) however, to relink my printer to Instant Ink I need the HP printer claim code, and I can't get the code because 1) the printer won't print anything out with the Instant Ink cartridges installed, and 2) I can't get rid of the alert on the built-in display (the pop-up display letting me know that my cartridges can't be used) - the alert will not go away no matter what I do! Regardless of power cycle, removing the cartridges, etc... (the printer then displays a message that it wants *some* cartridges inserted to proceed with new printer setup). I appear to be stuck!

I have contacted HP support numerous times over the last week and been bounced around at least half a dozen times! I have been disconnected and not called back, despite them collecting my phone number at the beginning of every call "in case we get disconnected"! They also opened case #********** but I haven't heard any update or estimated time of resolution.

How do I get my printer up and running again with the instant ink cartridges I have on hand, and the active instant ink subscription I am paying for (for 5 years no less)?

I do have full access to the embedded web server, and have searched high and low there for the printer claim code but it doesn't appear to be displayed. The EWS does confirm connectivity to HP WebServices. Firmware is*************1.2225B.00.

At this point, I just need them to guide me through getting my printer up and running or fix it on their end.
Business Response
Date: 12/08/2022
Business Response /* (1000, 5, 2022/11/07) */
HP Incorporated apologizes for the issues Mr. ************* encountered with his Instant Ink account. Mr. ******* informed his Representative that he was able to self-resolve his issues.
Initial Complaint
Date:10/28/2022
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 February 28, 2022 I purchased a HP********** from ****** and around May it failed, since then I have tried multiple times to get warranty resolution and repair, with zero help. Most of the time the website won't even let me talk to anyone, because it says the product doesn't exist. The few times I can get through its usually to laptop support which doesn't even understand what I am talking about and then escalates it, at which point I get disconnected, over and over again. I have tried the support site, phone calls, ********, and even the ***** site for help to no avail.
Business Response
Date: 11/16/2022
Business Response /* (1000, 5, 2022/11/07) */
HP Incorporated apologizes for the issues Mr. ************s encountered with his HP*************************** Drive. An HP Case Manager reached out regarding the complaint and was informed ****** accepted the return. If Mr. ****** requires any further assistance he may contact his Case Manager.

Consumer Response /* (2000, 7, 2022/11/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
HP did finally reach out, after I raised a *** complaint but not before. I am closing this case but only because the manufacturer of the drive ***** was amazing and decided outside of warranty to refund me the money I paid for the drive.
Initial Complaint
Date:10/28/2022
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.
approx 9-20-2022 I called hp customer care because my 3 month old lap top went to rainbo colors on my screen and I could not go to any of my work.She told me it was under warranty and woud send me a label and box to send in for warranty work.on 9-28-2022 I got an email that it was accidental damage and i would have to pay 493.49,I asked what kind of accidental damage but no rersponse.I got the computer back and took to a local lap top repair service in my town,who told me the screen was defective and not my fault.I sent them a letter plus the invoice i paid for 201.01 and demanded my money back.as of to date I have heard absolutely nothing from them
Business Response
Date: 11/18/2022
Business Response /* (1000, 5, 2022/11/04) */
HP Incorporated apologizes for the issues Ms. Marie Mullins encountered with her
HP 17.3 inch Laptop ************ (s/n **********). HP submitted a request to have a check for $201.01 processed to reimburse***********s. If***********s has any questions or concerns while that check is being processed, she may contact h er Case Manager.

Consumer Response /* (2000, 7, 2022/11/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Complaint
Date:10/28/2022
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 09/29/22 I purchased HP Laptop *************** for $588.49, Order # **********. The PC was received on 10/21/22. I initially attempted to use the PC on 10/23/22. The PC which HP sold and shipped to me was defective, as it would not stay connected to Wi-Fi for more than a few minutes at a time. I attempted all of the recommended ******* 11 fixes for this defect with negative results. In addition to the connectivity issue, when the PC did manage to connect to the Internet, it operated at extremely slow speed, resulting in multiple "This site can't be reached" errors. When trying to resolve this defect using ******* Network Diagnostics, I received the error message that this function could not be run. ******* updates could not be installed as well, as the PC would not stay connected to the Internet long enough to download them. On 10/24/22 I requested a return authorization & refund on HP's website. HP advised that I should contact Technical Support for assistance to attempt to "fix" the PC. I refused this offer, as a brand-new fresh out-of-the-box PC should not require repair right from the start. I emailed HP Sales customer service several times & was finally issued a return authorization on 10/25/22. However, I was charged a 15% restocking fee of $82.50, with their excuse that "this PC was customized for you and cannot be resold". This is untrue, as it has a standard configuration and was returned in pristine condition in the original packaging on 10/26/22. HP's written return policy states a restocking fee is not charged if the product is defective, which is the case here. It is not my responsibility as a consumer to attempt to diagnose and/or repair defective HP merchandise. The customer service representative actually agreed with me that a brand-new PC should not need "tech support". HP is violating their own stated return policy, and penalizing me for their own quality control failure. I respectfully request a full refund of $588.49.
Business Response
Date: 11/16/2022
Business Response /* (1000, 5, 2022/11/04) */
HP Incorporated apologizes for the issues Ms. *********** encountered with her HP.com order. HP sent Ms. ****** the following email:

11/02/2022

**********

Hello ****,

I have refunded your restocking fee. We will be crediting the difference of $82.50 to your account, *************************** HP Shopping issues credit back to the card used on the order within 1 business day. From there, it can take from 3 to 5 business days for your credit card company to process the credit. If you do not see the credit posted to your statement, please call your issuing bank directly. Most likely the processing of the credit missed the posting or statement date. We apologize for the inconvenience this may have caused you.

Cheers,

************
HP.com Store Escalation Manager -
Office: **************

Our advice is strictly limited to the question(s) asked and is based on the information provided to us. Please review the HP Support Disclaimer in your own language: ******************************************

Consumer Response /* (2000, 7, 2022/11/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Full refund provided
Initial Complaint
Date:10/27/2022
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.
My very new HP **** printer stated I needed to replace black ink. So I bought brand new HP black cartridge, installed it, and then it says I am now out of the other 3 colors and it will not let me print. I have had to do this twice, even when I never use color ink. If any of the 4 colors is out of ink, you can't use black ink. On top of that, when you replace a black ink, then all of a sudden the 3 other colors become depleted! Here's the problem: I have never used the other 3 colors, and so I have no idea why I need to keep replacing them! Please help and have HP give me a refund for all the color ink cartridges I have had to keep purchasing. This is fraud and they are stealing money from their customers!!! Thank you *** for your support.
Sincerely,*****
Business Response
Date: 11/23/2022
Business Response /* (1000, 5, 2022/11/04) */
HP Incorporated apologizes for the issues Mr. ********************** encountered with his HP ***************************** Printer (s/n **********). HP provide Mr. ********** a $125 coupon good to use on HP.com. That coupon was emailed 11/03/22 and will expire 01/31/23.
Initial Complaint
Date:10/27/2022
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 talked to 2 different guys in Customer service, they both were extremely rude and not helpful. They both hung up on me and did not help me at all.
Business Response
Date: 12/08/2022
Business Response /* (1000, 5, 2022/11/07) */
HP Incorporated apologizes for the issues ************* encountered with her HP products. The Executive Office sent several emails to get information on the product she needs assistance with. To date ******** has not responded with the information required to escalate her complaint. If ******** still requires assistance she may respond to the emails that were sent.

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