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

  PO Box 5138 Lutherville Timonium, MD 21094-5138

• 

  Hewlett Packard

  150 13571 Commerce Pkwy Richmond, BC V6V 2R2

• 

  HP Incorporated

  7 Eagle Square Concord, NH 03301

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:08/18/2025

  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.

  MY PRINTER STOPPED WORKING IN JULY, 2025, I CALL HO, THEY TOOK MY CREDIT CARD INFORMATION TO SEND ME ANOTHER PRINTER ABD A RETURN LABEL, AFTER DOING TROUBLESHOOTING, THIS NEW PRINTER STOPPED WORKING FRIDAY, AUGUST 15, 2025, I CALLED HP TODAY, WAS ON THE PHONE FOR 3 HOURS OF TROUBLESHOOTING AGAIN, THE REPRESENTATIVE TOOK MY CREDIT CARD AGAIN AND TOOK AN ADDITIONAL $15.00 FOR OVERNIGHT SHIPPING, I NEED TO COMPLETE 5 DAYS OF WORK TO PRINT, AGTER THE REPRESENTATIVE TOOK MY CREDIT CARD INFORMATION AND CHARGED MY CARD, SHE WAS APPARENTLY IN THE PROCESS OF GETTING MY PRINTER OUT FOR SHIPPING , THE CALL DROPPED, SHE DID NOT HAVE THE DECENCY TO RETURN THE CALL, I AM TYPING THIS COMPLAINT WHILE I AM ON HOLD CALLING HP AGAIN . THIS IS REDICULOUS AND TINE CONSUMING. I HAVE A ZOOM MEETING AT 7:30 PM WHICH I WILL BE LATE AND PENALIZED BECAUSE OF **. I WANT SOMETHING TO BE DONE ABOUT THIS. I WANT A NEW PRINTER, NOT A 3RD REFURBISHED PRINTER TO GET THE SAME PROBLEMS

  Business Response

  Date: 08/19/2025

  A new Escalated Case ********** was already opened for the customer on 08/19/25 and assigned to an HP Escalations Case Manager.   ** provided the Case Manager with the customers recent ******************** feedback.
  The customer should be contacted within 2-3 business days.
  Regards,*******

• Initial Complaint

  Date:08/18/2025

  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 had a 4100 printer on my account which charged me $7 per month for ink. I got a divorce and my wife kept the printer. The printer wasnt used since sept 2024. Now they are telling me I owe them $14 in past due payments for oct and nov. I want the printer removed from my account and $14 credited. I tried to chat with them online but they did not help.

  Business Response

  Date: 08/19/2025

  A new Escalated Case ********** was already opened for the customer on 08/19/25 and assigned to an HP Escalations Case Manager.  ** provided the Case Manager with the customers recent ******************** feedback.
  The customer should be contacted within 2-3 business days.
  Regards,*******

  Customer Answer

  Date: 08/23/2025

   
  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:08/17/2025

  Type:Service or Repair 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.

  In June of 2025 I spent about $155 to purchase a new HP Envy 6155E printer. Since the start of August of 2025 I have been receiving what is now constant "Cartridge Failure" errors. This started after I had to install a new HP 68 tri-color and a new HP 68 blank ink cartridge. ** Support has been absolutely NO HELP. I am demanding one of two solutions - either a new HP printer or $150 in order to purchase a new non-HP printer. As of now I have to copy files I need to print over to a flash drive, and then go to a local Staples to print the documents from the flash drive.

  Business Response

  Date: 08/18/2025

  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, ******.

  Customer Answer

  Date: 08/18/2025

   
  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.  In fact, I did call ** support today and asked for either a full refund, or a new printer.  HP will be sending me a new printer.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:08/15/2025

  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 an HP laptop 17-CP2025 on May ******* from Best Buy. The *** failed after 70 days. 10 days after the 60 day warranty expired. I called ** for warranty repair on July *******. On July 21, I sent the laptop to HP for SSD replacement. I was told by the ** agent that if the repair took more than 10 days, ** would send me a loaner laptop. The expected delivery date for my repaired laptop was moved from Aug 15, 2025 (today) to August 29th. SSD replacement is a 10 minute job. Today I was told that no loaner laptop is available. I want ** to honor their promise to me or overnight a replacement laptop. This is ** customer support? Shameful. People should consider a company's customer support reputation before making an expensive purchase. I wish I would have checked first. I deeply regret purchasing an ** product.

  Business Response

  Date: 08/18/2025

  A new Escalated Case ********** was already opened for the customer on 08/16/25 and assigned to an HP Escalations Case Manager.  Notes in Case show something was delivered to customer from HP: FedEx Tracking ID: ************: Delivered Saturday, 8/16/25 at 9:42 AM. Customers comments from this ******************** complaint have been documented and Case Manager alerted to contact the customer as soon as possible.
  Regards, ******* 
  

• Initial Complaint

  Date:08/15/2025

  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.

  Signed up for HP Instant Ink subscription earlier this year and have been paying a monthly fee. It started at the 'monthly rate' offered at $1.79 then has crept up from there, recently I paid $8.62 for just using my home printer. When calling today to inquire and cancel, ** has been unable to cancel the account, which they verified, as they are requiring to go online to my account, which I try and says I don't have one. Thus, my constant calling them has resulted in zero ability to actually help until my 7th call when someone was able to cancel the account but only via a supervisor. I have been met with resistance from every area of ** I attempt to connect to for HP Instant Ink. Their escalations department intentionally disconnected the phone call. It has been one hour and 25 minutes now of me trying to get this done. why am I needing to call seven times and speak with a supervisor to cancel a subscription?? I am at my wits end with this company. I need a refund for all the months I've paid and reimbursement for my time, as well as the cartridges I am now needing to purchase to replace these 'instant ink' ones. They are telling me that I cannot use my printer if I cancel the subscription with the ink that is there, so I have to purchase all new cartridges when these have barely been used, which is another expense. ** should be ashamed. I demand to be reimbursed for the service, product, and troubles.

  Business Response

  Date: 08/18/2025

  Customer already has an Escalated Case open and an Escalation Case Manager attempted to contact customer on 08/18/25.  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,******.

• Initial Complaint

  Date:08/14/2025

  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 was supposed to receive a Monitor replacement for the **** TRANSCEND32 MONITOR. ** has me ran me around in circles when it comes to their customer service. I have been left with more confusion than anything, and I find this to be completely unprofessional since this is such a big company. Getting ahold of anyone in this company that know what they're doing is like pulling teeth. My warranty service clearly states or stated that I'm eligible for an advanced exchange. But somehow I keep getting referred to doing a send in repair. I've sent devices back to ** before only to met with faulty devices or something more worse off than I paid for. I'm not trusting my Monitor which I have paid over a $1000 for to be put in the hands of people who barely can handle a phone conversation. I will send my device in once I receive my replacement monitor first. Serial Number: **********

  Business Response

  Date: 08/15/2025

  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:08/14/2025

  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.

  This laptop has been locking up and then crashing to a screen that forces a restart of the device for several months. I have had 10 or more interactions with ** including shipping it to their repair facility in *********. In all cases the unit continues to lock up as described every 24 hours or so. I requested a replacement, but they continue to suggest another technician look at the issue and every time it locks up shortly after the technician works on the laptop remotely. They really should replace the unit after all these attempts to repair.

  Business Response

  Date: 08/15/2025

  An HP Escalations Case Manager is 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, ******

  Customer Answer

  Date: 08/15/2025

   
  Complaint: 23746623
  
  I am rejecting this response because: I spoke to the Escalations manager and they continue to want to attempt to repair the laptop with remote access technicians. This is ridiculous IMHO as the unit has been worked on by multiple techs working remotely and sent to an ** repair facility and back. I have spent MANY man hours dealing with the techs remotely, taking  time to send it to the ** facility along with long discussions with the Escalations manager. Technicians who have accessed the laptop remotely have confirmed that it's internal records showed the lock up and crashes as I described so it is not if they haven't confirmed the issue and I am possibly making up the problem. Believe me I just want a functioning computer. I have several other computers and they all work flawlessly. I suggested I might consider a loaner as they try to repair the unit. I haven't heard whether they would supply one. FYI: I had an important job come up while the laptop was in repair and I ended up buying another laptop to use the job, so this whole process has become an  expensive nightmare. 
  
  Sincerely, ****** ******
  
  ****** ******

  Business Response

  Date: 08/26/2025

  HP appreciates the customer's feedback and acknowledges the customer's experience. The reason we are recommending the second repair option is because our engineering team has determined that a deeper level of troubleshooting and part verification is needed to fully address the issue. While the previous remote sessions and service center repair helped confirm the symptoms, this additional repair path allows us to:
  - Perform targeted diagnostics with specialized tools not available during prior repairs.
  - Escalate findings directly to engineering to identify whether replacement parts, firmware adjustments, or other solutions are required.
  - Ensure the repair history and logged data are thoroughly reviewed to prevent recurrence of the lockups and crashes youve reported.
  We recognize this may feel like a repeat of prior steps, but this process is different in scope and is designed to resolve the root cause rather than just the symptoms. In some cases, this more comprehensive approach is the most effective way to restore your systems reliability.

  Regards, *******

• Initial Complaint

  Date:08/14/2025

  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.

  ** violated its published warranty policy by ********* an approved exchange for undisclosed reasons not found in their warranty terms.Purchase: HP ZBook Power 16" G11, March 2025, ****** (Order H363491746, Serial 5CD5044VNM)Problem: GPU failure within 30 days with visual artifacts and system instability. ** technical support confirmed hardware defect.HP's Actions:Created exchange order H302745221 for warranty replacement Initially approved exchange per standard warranty policy Canceled exchange without notice, citing "cost too high at this time"Issued refund instead of promised replacement Policy Violation: **'s warranty states: "If you have received a damaged or defective item, we will send you a replacement of the same or similar product." No clause allows cancellation for cost reasons.Failed Resolution:**** ******** (Executive Escalations) acknowledged process failure but refused to honor approved replacement Contacted CEO ******* ***** via email and ******** - no response *************** Chairman **** ***** via ******** - no response after one week Multiple customers reporting identical warranty violations on ******** Resolution Requested: Honor published warranty policy by fulfilling originally approved replacement order H302745221.Impact: This systematic warranty policy violation affects multiple customers and contradicts **'s public commitments to customer service excellence.

  Business Response

  Date: 08/18/2025

  After customer reported the *** issue, an exchange was set up in line with customer's request. Unfortunately, the exact model was no longer available, which prevented ** from completing the replacement. As a result, the order was refunded. ** understands this was disappointing, as the customer's preference was to receive the unit rather than a refund.
  As further support, the HP Case Manager presented two alternative replacement options for similar ZBook models on July 25, 2025. However, these options were declined. With the refund already processed and no alternative order placed, the transaction was considered complete and the case was closed. 

  Regards,
  ******

• Initial Complaint

  Date:08/13/2025

  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 sent in my HP Chromebook to HP for repair. I was told initially it would be repaired by Aug 6th 2025. Then around Aug 6th it changed to Aug ********** I contact and it now says Aug 30th.This is my daughter's chomebook she uses for school and it is covered by an extended warranty I paid extra for. Not only is my daughter without her Chromebook but I am also losing extra warranty time due to this delay. I do not currently have possession of the device. :(

  Business Response

  Date: 08/14/2025

  Customer's Case ********** has been transferred to the Executive Escalations level.  Customers comments from this ******************** complaint have been documented and shared with the Case Manager assigned. The customer should be contacted within 1-2 business days.
  Regards,*******

   

   

   

   

• Initial Complaint

  Date:08/13/2025

  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.

  Accidentally cancelled my up all in one plan subscription on August 5th contacted customer support to restart was told unable to restart it. I was then told I would have return the printer by August 13th. I was emailed a qr code and told to take it any ********* location to have the label printed and the printer return to them. After a week of going to every ********* I could find and getting an error message that the label could not be printed at that location that I would have to go to the main location in my area... Which is **************************************************************************** an actual label to print .I was told a case would be created and a label emailed. All the cases have been closed and I never received a label I have called daily requesting a label only to get told it was still being reviewed .I even requested a mailing address and that I would pay for a label myself to return the printer they refused. I was also threatened to be changed 120 dollars for the printer if not returned by the 13th .I still have not received a label. The qr code doesn't work still no address for me to return the printer and I have being charged 120 dollars after I have tried to return this printer every day for the past week with no help from customer care at all. I am in no way caring to keep the printer and have tried every means to get it returned with no label to return it or even a address for me to pay for the label myself!

  Business Response

  Date: 08/13/2025

  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,******

  Customer Answer

  Date: 08/13/2025

   
  Complaint: 23739773
  
  I am rejecting this response because: I have waited over a week no had done anything in this and on the ******************************************************************************************************************************************* an address to ship the printer back immediately. I have also notified my bank if the charge is attempted to reject it and provided all the documents to them as well.
  
  Sincerely,
  
  Any *****

  Business Response

  Date: 08/21/2025

  According to the notes in the Case **********, the Case Manager provided a ***** return label and customer sent in printer back to ** ****** tracking 797528054395 delivered 08/20/25).  Will customer confirm whether she was charged the Non-Return Device Fee? 

  Regards, ******