Complaints

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

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  HP Incorporated

  1501 Page Mill Rd MS 1247 Palo Alto, CA 94301-1112

• 

  HP Incorporated

  3000 Hanover St MS1247 Palo Alto, CA 94304-1112

• 

  HP Incorporated

  7 Eagle Square Concord, NH 03301

• 

  HP Incorporated

  263 Tresser Blvd Stamford, CT 06901-3236

• 

  Hewlett-Packard Company - Sales & Support Office

  7100 Intermodal Rd Louisville, KY 40258

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:07/13/2025

  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 been with InstantInk for a number of years, primarily because I CAN NOT GET OUT of their service!!! I have tried contacting them, i've tried deleting the app from my computer, resetting my printer, I've spend HOURS trying to stop this service. I now have a service with them that runs until July 20, HOWEVER because I refused to upload a new credit card, because I no longer want their service, they won't allow my printer to print!!! I have multiple print cartridges I HAVE PAID FOR from them and yet none of them will work in my printer because I won't upload a credit card that puts me in an endless loop of never getting out of their InstankInk program. It's supposed to be month to month, change or get out whenever you choose. BUT YOU CAN"T! I want my computer and printer released from their systems AND the ability to use the MULTIPLE ink cartridges I have that I PURCHASED from them. This is insane that you can't get out of the program and use the cartridges YOU'VE PAID FOR!

  Business Response

  Date: 07/14/2025

  HP Instant Ink Case Manager has been assigned case **********. The Customer will be contacted within 2-3 business days.
  Regards, *******

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23594070
  
  I am rejecting this response because:

  I received correspondence from them addressed to me that I responded to.  Then I received two more pieces of correspondence from them to "******" whomever she is stating my claim was closed without action because I hadn't responded.  THIS is so typical of this company.  They do not care about their customers or the service.  I want to be released from their program and able to use up the cartridges I have from them that I bought and paid for!. 

  I do not want my computer or printer or anything connected to their InstankInk program! 

  Sincerely,
  
  ****** *****

  Business Response

  Date: 07/18/2025

  According to the notes in the Case **********, the Case Manager cancelled the Instant Ink subscription and sent out 2 new ink cartridges under Order #BXFC1295-01/02. HP apologizes for the poor communication and service with this Case.  ************* has been alerted to review your Case for possible corrective action and/or training opportunities.

  Regards,*******

  Customer Answer

  Date: 07/24/2025

   
  Complaint: 23594070
  
  I am rejecting this response because: I received the print cartridges, put them in the printer and it STILL STATES I'M CONNECTED to INSTANTINK AND CANNOT PRINT UNTIL I RENEW WITH A NEW CREDIT CARD!!!!!
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 08/07/2025

  An HP Instant Ink Case Manager has been assigned new Escalated Case ********** to better address the customer's concerns. The Customer should be contacted within 2-3 business days.
  Regards,*******

• Initial Complaint

  Date:07/13/2025

  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.

  For years, I have been paying 3.99 a month in order to have ink cartridges sent to me automatically. For years, I have not been receiving cartridges when I need them. I discovered that online, my printer was not communicating with the website. However, my printer is always available to print from my phone, or Chromebook. In the printer I have run WiFi and internet access reports and they all come back fine. The ** website tracks my paper usage just fine, but amazingly can never get my ink usage updated. I called customer support on July 11th. After they remote accessed my CHROMEBOOK, they told me my printer drivers were corrupted and I had toworms on our internet services and I tried to sale me a $300 Norton antivirus service. Thank God I know a bit about Chromebooks as I am the head of the technology department for my school. I immediately canceled my ** insta-ink subscription and will NEVER buy anything ** again. For someone to try to ******* me out of money, then give me some crazy story of printer drivers being corrupted when Chromebooks dont even have printer drivers, then tell me we have worms which is HIGHLY unlikely with a Chromebook, is insane!! Your support team needs to do better!! I have been cheated out of 3.99 a month for years and have never received the correct amount of ink without going through a ton of grief. Yet amazingly I have been charged for over usage of printing pages. ** insta-ink is cheating people out of money and it needs to stop.

  Business Response

  Date: 07/14/2025

  HP Instant Ink Case Manager has been assigned case **********. The Customer will be contacted within 2-3 business days.
  Regards, *******

  Customer Answer

  Date: 07/14/2025

   
  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:07/11/2025

  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.

  My Victus laptop stopped working less than a year after I bought it and began refusing to boot.After sending it in, I was told that the issue was customer induced damage because the *** screen had cracked in transit.I spend hours on hold to try to address the issue, and was at multiple times given fake phone numbers to contact. I was asked to pay a significant amount of the cost of a new laptop to repair the *** issue, with no mention of the cause of the original issue.

  Business Response

  Date: 07/14/2025

  HP Escalations Case Manager is working with the Customer on a resolution, reference open case **********.
  Regards, ******.

• Initial Complaint

  Date:07/11/2025

  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 signed up for ** instant-ink in May 2025. I spent 6 hours on the phone with customer support because the new printer wasn't working. Tech support concluded the computer was defective. I asked if I could simply connect using a USB cable and call ** when I need the free ink included in the contract. The *** said yes, absolutely. I used this printer for about 2 months before needing ink. I called and Support shipped me the ink right away. When I tried installing the ink the printer gave an error message saying the computer did not accept the ink because I wasn't enrolled in the contract. However, I've been paying my monthly payment since signing up. I called Support again. They said since the printer was defective they would ***lace it. I received the ***lacement and immediately tried connecting it to my printer via wireless. It did not work. I called Support again. This time they determined that this printer worked, however the technology in my house does not to run the printer. This means there was never a chance of having a printer ******** ** is refusing to let me out of this contract, although this is the fault of an employee. There is only one reason why I "missed the cancellation window". An ** customer support ***resentative gave me incorrect information. As soon as I was given correct information, the same day I received the new printer which I believe was July 9th 2025, I called to cancel. This is well within the cancellation period of receiving a new printer. In conclusion, if the ** ***resentative told me correct information in May, I would have obviously had the chance to cancel within the original time period. This is not my fault. There is zero chance this situation is the fault of the customer. I demand to be released from the contract. The ** printer I received does not work with my current technology. I am not changing my technology as it is perfect for every other task in my life. I have no idea why it does not work with the printer.

  Business Response

  Date: 07/14/2025

  HP Escalations Case Manager is working with the Customer on a resolution, reference open case **********.
  Regards, ******.

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23587840
  
  I am rejecting this response because: I have communicated with multiple HP representatives and not one has agreed to a satisfactory conclusion. No one is working with me on a solution. This is why I am utilizing the Better Business Bureau. I worked with ** customer service resulting in nothing. This must be mediated here through the BBB. No one at ** has resolved this. I have spent hours on the phone with at least 5 reps regarding this specific issue. ** chose this route of mediation through incompetency at every level. 

  I demand to be released from my contract. This must be resolved here through the Better Business Bureau.
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 07/18/2025

  The HP AIP Case Manager has been in email contact with customer since 07/10/25.  HP appreciates the customer's feedback and acknowledges the customer's experience.  Customers most recent comments from this BBB complaint have been documented and shared with the Case Manager, and Case Manager has been alerted to contact the customer again as soon as possible.

  Reference active Escalated Case **********
  Regards, ******* 

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23587840
  
  I am rejecting this response because: I simply want the case to stay open until the appropriate resolution of canceling my contract is approved. I don't know how to keep the case open without replying here. Thank you. 
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 08/05/2025

  At this point, HP was waiting on the delivery of customer's defective printer.  Can customer confirm that a ***** return label was sent to her?

  Regards,*******

  Customer Answer

  Date: 08/10/2025

   
  Complaint: 23587840
  
  I am rejecting this response because: I have not received a return label. Instead, I have been charged $120. ** is the most corrupt and immoral company I've ever encountered. This is not over. Now I have to try to get $120 back, so this has gotten even worse because this massive amount of money ($120) is now missing. Never again with **. Worst business mistake of my life. 

  This issue will not be resolved until I get a full refund. I am disgusted by the criminals at **. They just stole $120 straight from my account and I have zero retribution. Sickening.

  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:07/11/2025

  Type:Billing 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 got an email stating I exceeded my monthly subscription count of pages printed by 3. I DO NOT recall making over 100 prints since last billing payment of May 10 and resolving this issue with customer service agent DID NOT clear the matter as I couldn&#**;t see the details and the agent disconnected chat before ANY response or explaination could be made! I have attempted to go through another but I know It will not be resolved before the next due date and I DO NOT like to pay for services and charges that are NOT clearly stated!

  Business Response

  Date: 07/15/2025

  HP All-in-Plan (AIP) Case Manager has been assigned case **********. The Customer will be contacted within 2-3 business days.
  Regards, *******

  Customer Answer

  Date: 07/15/2025

   
  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:07/10/2025

  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 ****** don't allow me to return and forces me to buy cartridges monthly, or they remotely control the printer doesn't work.

  Business Response

  Date: 07/11/2025

  We are happy to try and assist *** ***** with his concern relating to his HP Instant Ink subscription.
  ******** was advised to reach out directly to HP Manager, ********** who is willing to assist *** ***** in arranging a support callback to address his Instant Ink subscription concerns. To date, *** ***** has not reached out to **********
  
  In order to arrange a callback, it would be helpful for *** ***** to be joined on the call with someone who is fluent in both English and Cantonese.
  
  While *** ***** is aware that his primary point of contact would be *** ****** who is happy to arrange a callback, *** ***** has not yet to contact *** ****** in nearly two months. *** ****** can be reached via email at *******************
  
  Please reference Case# **********.

• Initial Complaint

  Date:07/10/2025

  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 sent a ** laptop for warranty repair (BXBY780301), but ** never returned it back to me .I followed up with HP with Case Number **********, and I was asked to wait, but NEVER any response till now.

  Business Response

  Date: 07/11/2025

  HP Escalations Case Manager has been assigned case **********. The Customer will be contacted within 2-3 business days. 
  Regards, *******

• Initial Complaint

  Date:07/09/2025

  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 am writing to file a formal complaint against ******* regarding a defective product that is still under warranty and the unsatisfactory level of customer service I have received while trying to get this issue resolved. On February 1st, 2025, I purchased a brand new HP Laptop 15-fd0081wm (Product ID: *******#ABA, Serial Number: *********** through ******** online. The order number is 2000129-21225045. The laptop started crashing and showing repeated blue screen errors. I contacted ** support multiple times, followed all troubleshooting steps, but the issue persists. I was advised to take the laptop to a local technician and was ultimately referred to Best Buy's Geek Squad. Geek Squad informed me that I would need to pay out of pocket for any repair since I did not purchase the device from Best Buy, and HP should be handling the repair or replacement under warranty.After two failed support attempts, I was told to visit Geek Squad, who said ** must handle warranty repairsbut ** keeps redirecting me with no resolution. The product is under warranty, but *** received no repair, replacement, or ********* this point, I am extremely frustrated and dissatisfied. Ive spent valuable time going back and forth between ** support and local repair options, and yet Im still without a functioning laptop. This level of service and lack of accountability is unacceptable.I am requesting one of the following resolutions:A full replacement of the laptop at no cost, as it is still under the manufacturer warranty, OR A full refund of the purchase price.Replace the defective laptop at no cost or issue a full refund. Ive spent weeks trying to get help and no one is taking accountability. Thank you for your time and assistance in resolving this matter. I look forward to a prompt response and resolution.

  Business Response

  Date: 07/10/2025

  HP Escalations Case Manager has been assigned case **********. The Customer will be contacted within 2-3 business days. 
  Regards, *******

• Initial Complaint

  Date:07/08/2025

  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 downloaded a BOIS update through their online diagnostic system on July 4, 2025 that destroyed my computer. I can no longer login and can't access my computer. In order to fix it (this is a brand new computer!) is have to the hardrive removed and a new Windows 11 operating system installed. I will probably lose all my saved data and spend at least $400 to get it fixed. Why I keep your products is beyond me

  Business Response

  Date: 07/09/2025

  HP Escalations Case Manager has been assigned case **********. The Customer will be contacted within 2-3 business days. 
  Regards, *******

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23573186
  
  I am rejecting this response because: I haven't been able to contact ** on their phone number.  Every time I call, either the agent listed is unavailable (no voice mail option as stated!) or there's no one there on the regular number . They said that my landline doesn't work. My cell is **************.  Thank you for your response!
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 07/21/2025

  Case Manager was unable to reach customer by email or phone # provided for Case #**********.  Please provide best email and phone number to reach customer as well as the Serial Number for the ** unit in question. 

  Regards,*******

  Customer Answer

  Date: 08/02/2025

   
  Complaint: 23573186
  
  I am rejecting this response because: I have been unable to contact HP by phone.  Every time I've tried to call them either the Case Manager wasn't available (there is no voicemail as stated in their letter!!) or the general number says there's no one available and call back later.  after a dozen or so attempts over the the past month, I've given up.  My computer is still broken.  The computer tech  I got says that the **** I installed saw it as a hackling attempt  and has locked up my computer.  This was a brand new computer!  At the rate this is going, I might as well buy a new computer.  I'm out about $1000.  Great job HP
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 08/06/2025

   Could customer please verify that this is the correct number  to call **************, as opposed to the number given the BBB in the first complaint **************?

  Regards, ******* 

• Initial Complaint

  Date:07/08/2025

  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 bought a printer about 15 years ago. I signed up for Hp instant ink. I have paid every month since then for ink. I only remember getting ink 2 times from the company. The promise from the company was that by signing up for instant ink you would never run out of ink. The *** would automatically ship. In May of 2025 I ran out of ink. I e-mailed the company 2 times requesting ink. I go no response. So I contacted ****** to stop payment. Then I got several e-mails from instant ink asking for an update on payment. I replied to each explaining why I stopped payment. Then instant ink cut my printer off! Each time I tried to print my printer would direct me to a website. ******************************. I found a phone number at this website. I**************. I have called 3 times now. I have been promised repeatedly that my printer would be released but I still cannot print. Each time I call they try to sell me a new printer and more instant ink. I have given them all of my information MANY times and to multiple people. Still cannot print on MY printer.

  Business Response

  Date: 07/09/2025

  HP Instant Ink Case Manager has been assigned case **********. The Customer will be contacted within 2-3 business days.
  Regards, *******