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Business Profile

Network Computers

HP Incorporated

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Network Computers.

Complaints

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

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HP Incorporated has 72 locations, listed below.

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    Customer Complaints Summary

    • 2,389 total complaints in the last 3 years.
    • 888 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/10/2022

      Type:Product Issues
      Status:
      Answered
      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 a printer, two monitors, and a laptop for when I work remotely, out of the office. I ordered all of these items on 01/06/2022, and did not open any of them until April 2022. Upon setting up the printer, I kept receiving an error message that the back door of the printer was open. When I opened the back door of the printer a few black plastic pieces came out of the back and the back door was off the hinge all together. This item was broken straight out of the box. I called them several times to register a complaint. This was very difficult due to the language barrier and them acting like they do not know what I'm saying. I am very good at discerning accents, living in **. I feel like they just play ****. They provided me with an email to send my complaint. I did this on more than one occasion and got no response. I am in the service industry and can't believe the audacity of this company. I reached out to them today via their chat on their website. I provided them with their HP certificate for the product, my warranty info, and copies of my email complaints I sent previously that they didn't respond to. At the end of the chat, she said we can't promise anything because your warranty ends in two months. You mean to tell me they can't either fix this product or replace it within two months?!!!! My warranty is good until 01/05/2023. This is absolutely ridiculous! I am getting nowhere with HP and could use some assitance.

      Business Response

      Date: 12/09/2022

      Business Response /* (1000, 5, 2022/11/21) */
      HP apologizes for the issues Ms. ******************** encountered with her HP Printer. The Executive Office sent several emails trying to get more information on the unit. To date there has been no response. If Ms. ************ still requires assistance she may respond to the email that was sent.

    • Initial Complaint

      Date:11/10/2022

      Type:Customer Service Issues
      Status:
      Resolved
      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 (details below). Recently, I discovered that the printer has software on it that prevents me from using 3rd party ink toner. First of all, it is illegal to prevent the use of 3rd party toner on a printer. Second, I was unaware that this software had apparently been secretly installed on my printer (via automatic updates) until after I had already purchased the 3rd party ink toner.

      The HP website does not publicly publish instructions for removing the software. The HP website also will not allow me to contact support because my product is not under warranty. I've tried using the HP help forum, but the tech support members that moderate this forum have refused to help me. Instead, they told me to submit a support ticket (which I cannot do).

      Product #: ***************************

      Business Response

      Date: 12/08/2022

      Business Response /* (1000, 5, 2022/11/18) */
      HP apologizes for the issues ****************** encountered with his
      HP Color LaserJet Pro MFP M180nw (s/n **********). HP provided *********** with a $250 coupon good to use on HP.com. That coupon was emailed 11/18/22 and will expire 01/31/232.


      Consumer Response /* (2000, 7, 2022/11/24) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      According to HP, it is not possible to remove the firmware that is preventing 3rd party ink to be used in the printer. I therefore agreed to a coupon to offset the expense incurred of purchasing 3rd party ink.

      It should be noted that my acceptance does NOT condone HP's business practice of restricting the use of ink from 3rd party vendors. This is an unfair business practice, and at least one consumer in the United States has successfully sued HP in court over this issue. Overall, I regard this issue as both not settled AND outside the scope of this complaint. Therefore I accept HP's response and consider this particular complaint closed.

    HP Incorporated is NOT a BBB Accredited Business.

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