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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

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    Customer Complaints Summary

    • 2,373 total complaints in the last 3 years.
    • 949 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:06/25/2025

      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.
      This situation began in March 2025 when I purchased an All-in-One printer from **, which included a printer and ink service for a monthly fee of $20. When the first printer was delivered, ** encountered issues getting it to work in my home. They suggested sending a replacement printer while I returned the original one. I agreed to this plan. When the new printer arrived, I called ** to inform them that the original printer was now functioning properly and that I no longer needed the new printer. They instructed me to return the new printer, which I did. However, I am still waiting for credits for the wasted printing and for the cancellation fees.

      Business Response

      Date: 06/26/2025

      An HP All-in-Plan (AIP) Case Manager has been assigned new Escalated Case ********** to address the customer's concerns. The Customer should be contacted within 2-3 business days.
      Regards, *******

    • Initial Complaint

      Date:06/24/2025

      Type:Service or Repair 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 purchased the ** Officejet 9120e series in July. I've contacted ** numerous times because I am unable to print. It works for a little bit and then I get a printer offline message. They told me this because they want to make sure my warranty expires so they don't have to honor a replacement. I am requesting a refund so that I can purchase a new printer in good working order. Today I called again and was told by a representative that my warranty had expired back in May, but I purchased it in July and it states I have a full year for the warranty. They instead tried to sell me a program in order to get a new printer.

      Business Response

      Date: 06/26/2025

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

    • Initial Complaint

      Date:06/24/2025

      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 have HP Tech support. I've been using them for a number of years. Recently, I called for tech support and their Tech ***** took over the computer and played around with the ***** which I was told he shouldn't have done that, and now my computer doesn't work.

      Business Response

      Date: 06/26/2025

      Customer already has an Escalated Case open. Customers comments  from this ******************** complaint have been documented and Case Manager alerted to contact the customer as soon as possible in regards to active Escalated Case #**********.
      Regards,*******

      Customer Answer

      Date: 06/27/2025

       
      Complaint: 23514074

      I am rejecting this response because:

      Thank you to the BBB for intervening on this matter, but HP is stubborn and will remain stubborn.  Their  offer was  sending in my desktop tower to be fixed after their tech burned it by playing around with the BIOS.  They also only offered $50 which was an insult.  

       

      I cannot send in the tower to be repaired as I'm a court reporter and I have transcripts on there with many witnesses giving their private information, such as their social security numbers, addresses and other person info. I also have my own private docs on there, such as my passwords to a bank, credit cards, and tax info.  

       

      I will just move on and get a new tower. Of course it won't be an HP tower.  

       

      But thank you again for trying to get this company to help.  I'll end it here and will not need any more help from the BBB.  I appreciate it though!!


      Sincerely,

      ********* *******

      Business Response

      Date: 07/03/2025

      HP appreciates the customer's feedback and acknowledges the customer's experience.  An HP Escalations Case Manager is still currently working with the customer towards a resolution,reference active Escalated Case **********. Customers comments from this ******************** complaint have been documented and Case Manager alerted to contact the customer as soon as possible.
      Regards, ******* 

    • Initial Complaint

      Date:06/24/2025

      Type:Service or Repair 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.
      "Our bill for HP ink should be $1.79/month. I am tired of getting surprises each month for a higher amount. This has gone on for 5 months now. I want partial adjustment. If I change my plan don't change it for me! Your not the one paying for it - I am! I have so much ink and PAPER! I thought this service was "smart" and it would accurately detect my usage which is used to do."

      Business Response

      Date: 06/25/2025

      An HP Instant Ink Case Manager has been assigned new Escalated Case 5144902050 to address the customer's concerns. The Customer should be contacted within 2-3 business days.
      Regards, HP Inc.

    • Initial Complaint

      Date:06/24/2025

      Type:Order 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.
      Transaction dates: August 19, 2024 to May 2025.Amount: $***************: provide ink for printers when needed.Dispute: Taking out twice a month for the service.When I contacted them they asked me to send my bank statements. I told them I was not going to send bank information. I cut out the account information and emailed them. They said it was unfounded and we should contact the bank and tell them they were wrong.All we want is our money refunded. Thank you.

      Business Response

      Date: 06/25/2025

      An HP Instant Ink Case Manager has been assigned new Escalated Case 5144897658 to address the customer's concerns. The Customer should be contacted within 2-3 business days.
      Regards, HP Inc.

    • Initial Complaint

      Date:06/24/2025

      Type:Service or Repair 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.
      For almost 2 months now, I have been trying to get help fixing my new printer that one of your people help me set up 2 months ago, with no way to get help as I do not use a phone due to disability. I tried to email back the last person who I emailed with, but the case was closed. I tried going on the community forum, as that person told me to do, and posted a plea for help twice with no responses. I sent a letter to the address on the box of ink you send me-did not hear a word. I tried chat but they were not able to help me and told me to call you. I AM SO UPSET, EXASPERATED, CONFUSED AND OVERWHELMED that after all these years buying ink and paper from you, and telling you I am elderly, disabled and unable to use a phone, and not very computer literate due to my disability, I would think you would have a way for me to get to one of your techs easily when I have a *********** you are trying to charge me more than double I have ever paid for a month of service, when you know I have 9 free months of service on the printer I am trying to get fixed, which I do not understand as I am unable to get into that account and I dont know ****** all these years I have never had so many problems with 2 new printers-my last one lasted for years with much fewer problems. I NEED HELP AND I NEED TO HAVE AN EMAIL ADDRESS FOR SOMEONE I CAN CONTACT WHEN A PROBLEM ARISES.PLEASE HAVE ONE OF YOUR TECHS EMAIL ME ******************** AS SOON AS POSSIBLE SO WE CAN GET THUS FIXED AND STRAIGTENED OUT....AS SOON AS YOU RECEIVE THIS!!!Thank you.

      Business Response

      Date: 06/25/2025

      An HP Escalations Case Manager has been assigned to new Escalated Case 5144894900 to address the customer's concerns. The customer should be contacted within 2-3 business days. 
      Regards, HP Inc.

    • Initial Complaint

      Date:06/23/2025

      Type:Service or Repair 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.
      After multiple attempts to contact ** about charges, finally on 06.12.25 I called all day. I have several case #'s they couldn't find the department that was charging my credit card. Finally I spoke with **** and she said she would cancel the subscription and request my money be returned. I explained to her that I didn't have the printer and she made it seem like a fast easy process. I received a call from ****** on 06.20.25 with a vm asking me to look for the printer with my neighbors, I tried and they don't have it. Unfortunately I don't have the printer nor was it delivered to my knowledge. I asked ****** can you nor see if the printer in connected, he said it's not and some people take 6 months to use them. I spoke to Velos first he could find my account and sore I had a different email address and said he couldn't find the account. Then I spoke to **** and she gave me a case # **********, she said she couldn't find what the charges were for either. I called Velos back and he swore it wasn't his department either. Finally that's when I spoke to **** and she gave me case # **********. She found my account and updated the email. she wouldn't give me the other email on file. Long story short she was very helpful and made it seem like and easy process. This is a night mare, I would like to speak to someone higher up in this company to get a resolution. Then accused my family of ordering the printer, then he said maybe my spouse had a separate email. I'm just looking to get this stopped and my money back for something I didn't receive!

      Business Response

      Date: 06/24/2025

      An HP All-in-Plan (AIP) Case Manager has been assigned new Escalated Case 5144835027 to address the customer's concerns. The Customer should be contacted within 2-3 business days.
      Regards, HP Inc.

    • Initial Complaint

      Date:06/22/2025

      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.
      In January 2025 I purchased an HP Deskjet 4255e printer/scanner from ******, and contacted Hewlwtt Packard to assist in the installation of drivers for the printer. which was successful. In May 2025 about the 2nd week the printer would not print, and I contacted Hewlett Packard. I had purchased the proper type of ink cartridges from an ink store locally which back in January when these cartridges did work with out a problem. I was told by ** Technical Support that during the installation of the drivers for scanning and printing that HP+ was installed for the printer which meant that I could only use Hewlett Packard cartridges. At no time did anyone mention at Hewlett Packard that I would have to only use Hewlett Packard Cartridges. I was asked to submit a receipt. Several day later I received an envelop from *** that contained a check for $69.99. On several attempts in calling Hewlett Packard I have been trying to get s shipping address label so that I can return the printer. I just recently purchased a different printer a different brand name, and I do not need this printer..There has been multiple delays from Hewlett Packard to simply get a shipping label emailed to me so that I can return the printer.Overall this is very poor customer service, and when I ask them questions they wont answer my questions, especially when I ask why HP+ was installed without mentioning this to me.The cost of HP Cartridges is too expensive, cant afford them. Third party cartridges are cheaper.

      Business Response

      Date: 06/24/2025

      Customer
      already has an Escalated Case open. 
      Customer’s comments  from this BBB
      complaint have been documented and Case Manager alerted to contact the customer
      as soon as possible in regards to active Escalated Case #5143640174.
      Regards,
      HP Inc.

    • Initial Complaint

      Date:06/22/2025

      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 am writing to formally request a full refund for my HP laptop purchased in January 2025. Within two weeks of usage, the device started exhibiting severe issues:Overheating and loud noise exactly the same problem I had with my previous HP laptop, which was why I bought a new one.Frequent system hangs and battery draining in less than 1 hour.I suspect the product is a refurbished or low-quality device, not as advertised.Despite multiple attempts to resolve the issue via phone and chat support, I have not received any meaningful assistance. I was transferred repeatedly and asked to register my product, which failed despite providing all required details. Due to urgent travel, I was unable to spend more time troubleshooting.Given the persistent and severe hardware issues, I feel I have been sold a defective product. I request a full refund immediately. If this request is not resolved within 7 days, I will escalate this matter to consumer protection authorities and consider sharing my experience publicly.

      Business Response

      Date: 06/24/2025

      Customer
      already has an Escalated Case open. 
      Customer’s comments  from this BBB
      complaint have been documented and Case Manager alerted to contact the customer
      as soon as possible in regards to active Escalated Case #5144748339.
      Regards,
      HP Inc.

    • Initial Complaint

      Date:06/22/2025

      Type:Service or Repair 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.
      Purchased a printer, brand new, been having issues since original purchase date. Out of all the complaints I can list forever, the one that hurts me the most is poor customer service and I'm left with a printer that is not usable! It's even under warranty! They won't help me fix the issues I've got, and I'm stuck with an unusable printer!Nobody from customer service is helping me much at all.

      Business Response

      Date: 06/24/2025

      An HP Instant Ink Case Manager has been assigned new Escalated Case 5144826219 to address the customer's concerns. The Customer should be contacted within 2-3 business days.
      Regards, HP Inc.

      Customer Answer

      Date: 06/25/2025

       

      Complaint: 23502498



      I am rejecting this response because:

      I'm getting little to no communication, and my information on their files was not accurate. 

      Sincerely,



      Brian Rose

      Business Response

      Date: 07/01/2025

      HP apologizes for the poor communication and service
      with customer's Cases.  A new
      Escalated Case 5145184856 was opened for the customer and assigned to an HP
      Escalations Case Manager in the hope that customer's issues will be better addressed. The
      customer should be contacted within 2-3 business days.
      Regards,
      HP Inc.

      Customer Answer

      Date: 07/02/2025

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 23502498, and find that this resolution is satisfactory to me.




      Sincerely,



      Brian Rose

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