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

2,388 total complaints in the last 3 years.
880 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:06/09/2025
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.
I am filing a complaint against Hewlett Packard or HP Printer. I purchased a printer from ** over 3 years ago. At that time they led me to believe you need to join "Insta Ink" plan to get the printer cartridges replaced. My husband and I are senior citizens. I did not realize for 39 months, ** has been taking an automatic payment of $7.53 each month for a total of $293.67. All these years I only received one set of cartridges. This week, I contacted customer service requesting a refund of all this money. They proceeded to send me a set of cartridges and froze up my printer remotely. Now they will only allow my printer to work if I continue with "Insta Ink". I have since purchased my own cartridges, but the printer now says, "A problem has occurred with you ** account and you will be unable to print until the issue is resolved." Basically they are forcing me to pay them or hold MY printer hostage. So for three days I am unable to print and I NEED the printer for work paperwork so losing more money. This is HORRIBLE and robbery.
Business Response
Date: 06/11/2025
An HP Instant Ink 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:06/09/2025
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.
Today I bought a printer for my business along and a high yield ink cartridge. Cost $753.00. I have been trying to set the printer up, both wirelessly and with the *** cable, to no avail. The ** has decided (even though I have 3 emails including a business one (LLC), a personal one that I had before that I also used with my former printer, and a g-mail address, that it does not want to accept any of my 3 emails. Just because. I inputted my network password, it did not like that, claimed it was "unknown". I tried to set up both with a *** cable and wirelessly, and could not set up the printer. I tried to download the setup software, it kept rejecting my email, and telling me "i was trying too many times". It tried to get me to provide my credit card number as "identification" and I told it what it could do with themselves (should theoretically be impossible, even for a machine). Basically, it is trying to force me to give my credit card number, when there is no reason, since it could easily send a text to my phone (my business phone number, since it does not like the email for ******. I called customer support, but after spending hours trying to set up my printer, I found that even after being told I would be connected to HP support, and being given the run - around for 4 hours and on hold, I was finally told to try tomorrow, because "there was no one available".I hope you people can do something about the way these corporations are treating customers. I will call again tomorrow, but I cannot keep chasing **, I need to reach out to my clients. Please do what you can to penalize them for their horrible treatment of customers.
Business Response
Date: 06/11/2025
An HP Escalations Case Manager has been assigned to new Escalated Case ********** to address the customer's concerns. The customer will be contacted as soon as possible.
Regards, *******
Initial Complaint
Date:06/09/2025
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.
Date of happening: 06/09/2025 Case # ********** Serial No. ********** I chatted with an ** agent on ****** last Friday. She told me to call ** technical Support ************** by assuring me that she has documented all info regarding the ** Pavilion Laptop that I activated in February this year.When I spoke to ** Tech Support agent ***** this morning, I encountered the following issues:1. ***** has no record when I provided the Serial ************* 2. Not seeing the actual Laptop, ***** told me it's the software issues.3. ***** did his best to sell me the monthly subscription, so *********** team can help me to resolve the issue.4. There is no customer services provided by this *****, just sell, sell and sell more ** services.5. I asked ***** to send me follow-up email and update the warranty info. I never received any info from ******** least ***** could tell me to try ** Recovery (which already pre-installed in the laptop)It's a very common and first solution to reset PC if there is an software issues, at least this ***** could tell me that, instead of spending time Selling the ** Subscription Services.Please make sure and improve ** ******************
Business Response
Date: 06/11/2025
** appreciates the customer's feedback and regrets the aggressive sales stance taken by the ************************************** has been alerted to review your Case for possible corrective action and/or training opportunities.
Reference Case **********.
Regards,******.
Initial Complaint
Date:06/09/2025
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 purchased a laptop in 2022. My credit card company doubles the warranty. Within 1-2 days of being out of warranty, I heard a popping noise, and my laptop screen was cracked. The lid will not go down, which also drains the battery. I looked online to determine if anyone else has ever heard of this spontaneous type of explosion. Customers are reporting that the popping noise is the defective hinge inside of the computer screen breaking off, thereby hitting the screen from the inside, breaking it. This is reported as a significant design flaw and defect online, yet ** refuses to address this problem. I filed a case about this with **, and never received a response via email, or in my customer account. I called them several times, only to be disconnected, and their **** that barely speak English never called me back. I was finally able to speak with someone today, and he told me that HP is not acknowledging their hinge defect, and have not recalled the screen. He said they want $531.49 for a new screen, and a new battery would be $98. The battery will no longer stay charged. No disabled first responder discounts will be given. I need my touchscreen to function because I have nerve damage in my hands. This is absolutely ridiculous that ** is selling defective laptop screens that almost explode, they are not offering free replacements, and this same incident will occur again, so the repair is only temporary until the new hinge also pops off! ** asking for an outrageous fee to replace a defective item should not be legal. This is how they treat loyal customers that have been purchasing from them for more than 25 years. A recall must be issued on these screens, but in the meantime, HP must repair my laptop at no charge. I see that "a class action lawsuit claims that HP laptops have a defective hinge design that causes the hinges to break, rendering the screen unusable".
Business Response
Date: 06/10/2025
HP acknowledges the customer's experience, but based on
the HP Hardware Limited Warranty terms, the warranty coverage applies only for
the specific duration stated at the time of purchase. As the customer's unit is
more than 600 days beyond the warranty period, it is no longer eligible for
warranty support under these terms.
Customer's unit in question is outside the warranty period, any service,
repair, or replacement options would fall outside the scope of HP’s standard
warranty coverage. If further assistance is required, the customer may consider
HP’s out-of-warranty support options or third-party service providers.
Regards,
HP Inc.
Customer Answer
Date: 06/10/2025

Complaint: 23443495

I am rejecting this response because:
This is not a warranty issue.  This is a defective product issue. This same problem will keep occurring over and over again because the part is poorly designed. A short hinge located between a piece of glass (screen) and a piece of plastic, screwed into plastic that has spontaneously exploded on numerous computers should illicit a recall on the part of HP. The part must be redesigned and then replaced at no charge.
I believe I paid $100 extra for the touchscreen that HP is now asking $532 for! It's unconscionable that HP is choosing to lose a lifelong customer to greed, and expects a disabled first responder to pay for half of the cost of a brand new computer just for a faulty part that will break again.
In addition, HP's customer service is horrible and it used to be great. It has taken almost one year to speak to someone on the phone without being cut off. They never called back after we were disconnected, but they could of been hanging up on me? My emails and case number were never attended too until yesterday. Upon filing this claim yesterday, I received an email from HP saying that my case is closed. The timing is suspect.
To say it was 600 days out of warranty is entirely incorrect, as this was reported well before that, but again, it is not, and never will be a warranty issue. It's a defective product issue.
Sincerely,

Amber Halcomb
Business Response
Date: 06/17/2025
An HP Escalations Case Manager has been assigned to new Escalated Case 5144505966 to address the customer's concerns. The customer should be contacted within 2-3 business days.
Regards, HP Inc.
Initial Complaint
Date:06/09/2025
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 purchased a ** all in one 7000 from ******* online SEPT 05, 2023 on sale for $257 and ** is saying my warranty expired JUNE 2023 (before I even bought the computer from ******* online) and told me i have to check the warranty with the store before i purchase it(even though there is no possible way of doing that with an online order) and they are refusing to help me go through the process of figuring out why it is not printing even though it shows that it is online and connected and ready (without me paying them either a non refundable $20 even if they cant figure it out or $12 a month to upgrade) Not to mention trying to find a number to call to get an actual human on the phone was like pulling teeth from a lion and you cant get a human on a live chat on the computer at all
Business Response
Date: 06/10/2025
HP acknowledges the customer's experience, but based on the ******************* Warranty terms, the warranty coverage applies only for the specific duration stated at the time of purchase. As the customer's printer - even starting on the date of purchase, September 5, 2023 - is still more than 644 days beyond the warranty period, it is no longer eligible for warranty support under these terms. Customer's unit in question is outside the warranty period, any service, repair, or replacement options would fall outside the scope of *** standard warranty coverage. If further assistance is required, the customer may consider HPs out-of-warranty support options or third-party service providers.
Regards,
*******
Customer Answer
Date: 06/10/2025

Complaint: 23443489

I am rejecting this response because: Tuesday, September 5th 2023 was 643 days ago when I purchased the printer so it is not beyond 644 days out of warranty. Also that still doesn't answer as to why they couldn't walk through the process of fixing the issue. As stated I was not looking to be refunded or having it replaced.Nor does it answer as to why and how the warranty expired before I even purchased the printer. And if you have to spend alot of money on their products that won't even make it to their guaranteed 2 years of ink then maybe they need to have them recalled.

Sincerely,

****** *****
Business Response
Date: 06/17/2025
The only way for ** to validate a customer's warranty is to have the customer provide a copy of the original receipt of purchase.
Regards,
******
Customer Answer
Date: 06/18/2025

Complaint: 23443489

I am rejecting this response because: HP has been sent the copy of my receipt when I purchased the printer because the printer had the same issue when purchased and had to get help from ** then also

Sincerely,

****** *****
Business Response
Date: 07/01/2025
HP apologizes for the confusion, but on customer's HP profile there are listed TWO HP Smart Tank printers: 1) HP Smart Tank 7001 All-in-One, Serial number **********, and ** HP Smart Tank 7602e All-in-One, Serial number **********. If customer could provide the information for which of these printers is the one that customer is referring to, HP would be appreciative.
Regards,
*******
Initial Complaint
Date:06/08/2025
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.
On 1-29-25, I purchased a Hewlett Packard printer 9130e. I purchased it for $274.35 at Best Buy. It worked for a few weeks but them ceased to work. We called Hewlett Packard on several occasions and got HP case numbers **********, *********************, **********, **********,etc .I even had two profession technicians try to connect it to the computer and it failed. I took it 25 miles away and had another technician try to connect and even hard wire it to a another computer. It still would not work This printer is a dud. They refuse to replace it or fix it. I want my money back or a new one that will work. This one does not work..
Business Response
Date: 06/10/2025
** acknowledges the customer's experience, but we need more information to proceed with assistance. All of the Cases that the customer mentioned in the ******************** comments were opened between 04/07/25 - 04/10/25 and two of them have a different customer name and email. If customer could please provide the Serial number for the ** ************************* Pro 9135e All-in-One Printer in question, ** would be happy to investigate this further in order to assist with customer's claims.
Please note: Serial number is 10 digits, letter number combination, no dashes or spaces; usually located on the back of the printer near the bar code.
Regards,*******
Initial Complaint
Date:06/08/2025
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.
DATE: 11/5/2024 (??) ITEM: HP All-In-One Plan ISSUE: I signed up for an All-In-One plan, on the above date. I received the printer on, Nov. 8th, 2024 (??). I tried to set it up....Didn't work, after multiple tries and troubleshooting. The next day I tried, again. Still didn't work. So, I called at night, around 10 p.m. The representative at ** talked me through the same steps [that I already tried] to no avail. He then asked for permission to access my phone camera, to see it himself. It didn't work. So, he proceeded with ordering me a replacement, but said I needed $1, to order it. We tried 3 times, before he told me that it didn't go through, when it did indeed go through. I 2as on the phone with him for a little over 4 hours. After the supposed payment failure, I told him that I was tapped out and that he would have someone call me later that day. Several hours later, I seen the $1, as a pending charge/authorization, that he told me didn't go through. So, I called HP back and explained to them the situation, the person told me that they would put in notes of what happened and someone would call...No one ever called. So, I called about a week later and explained to them what happened and then that phone called turned into me talking to multiple people, repeating the same thing over and over. There was no resolution. They told me that i had to pay for that month. I told them I wasn't paying anything. I called, again, hoping to get a different resolution, the same thing. By this time it was a second bill. They told me to pay it, $36 and they'll reimburse me one (possibly). Again, I told them that I'm not paying for something that didn't work and that I've called about it 5-6 times maybe more, within 2 weeks. And, they mentioned that I signed a contract and that I couldn't break it. I told them that I've called multiple times about the printer being defective, starting the next day of receiving it. So, I was well within my 15 days. ** keeps trying to make me pay.
Business Response
Date: 06/10/2025
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:06/06/2025
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.
Mid-March this year, I bought an HP model DQ0762DX 9R8G4UA#ABA computer. Little did I know that Windows 11 t came with was going to take up the entire drive. I spent literally weeks tweaking, getting rid of bloatware, parking my personal files off the hard drive, and cleaning the disk several times a day. Yet I was still left with hardly any room to breathe. The last cumulative update couldn't even install. It kept attempting to over and over until I finally had to disable updates altogether. By that time the computer sometimes had 1 GB memory left!!!In short, this product was unusable. Yes, it came with an external drive and with one year of cloud storage, but these are useless when the operating system cannot fit on the hard drive. After many additional hours of searching online for solutions, calling *********, consulting my IT guy, and so forth, I discovered that since the internal memory could not be upgraded, my only remaining option - as the short return window expired - was to uninstall Windows 11 and install Tiny 11. The final "joy" was when I found out that ********* no longer recognized my *********** went on from there. For instance, I purchased a Windows Pro key that was supposed to work with the Tiny version -- but it didn't. And in the process I had to spend even more hours and aggravation restoring the whole computer, since the system ended up crashing. Only recently, after numerous modifications and 3rd-party tools, was I able to finally make this computer fully workable. I communicated to ** headquarters twice, as I thought their Board should be aware of these issues. Nobody ever had the courtesy to respond.Needless to say, I am extremely unhappy with HP at this point. How can a reputable company offer a computer that is mathematically and physically incapable of accommodating the size of the *** It is entirely indefensible. A computer like that should have never been sold, let alone for over $350.
Business Response
Date: 06/09/2025
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: 06/13/2025

Complaint: 23437189

I am rejecting this response because:Nobody contacted me. It's been 4 business days.

Sincerely,

***** ******
Business Response
Date: 06/19/2025
According to the notes on Case #**********, Case Manager called customer twice at ************ on 06/10/25 and was unable to leave a voicemail. Case Manager also sent 4 emails to *********************** from 06/09/25 - 06/11/25 and never received a response. Case Manager subsequently closed the Case as no contact.
Regards,
******
Customer Answer
Date: 06/27/2025

Complaint: 23437189

I am rejecting this response because: 1. Not sure where ** got that ancient email address from. It has been defunct for numerous years. My current email, as the BBB obviously has, and surely has provided to them, is ****************** 2. The phone number is correct, but requires - as the message clearly says - to start talking and state who the caller is, and the phone will be picked up or message returned. Unless HP uses a blocked or otherwise disguised caller ID, in which case yes, it will be rejected.

Sincerely,

***** ******
Business Response
Date: 07/03/2025
** apologizes for the miscommunication. Customer's contact information has been updated and a new Escalated Case ********** has been opened for the customer and assigned to an HP Escalations Case Manager.
The customer will be contacted within 2-3 business days.
Regards, *******
Customer Answer
Date: 07/08/2025

Better Business Bureau:

They did contact me and apologized. Does this make up for the time, effort, and money I spent making their unusable product that should have never been sold usable? Not really. But, you live and learn. I am extremely unimpressed with HP.

Sincerely,

***** ******
Initial Complaint
Date:06/06/2025
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.
Subject: Forced Into Wrong ** Subscription Requesting Downgrade, Not Cancellation Im requesting help with an HP Instant Ink subscription I was mistakenly enrolled in. While setting up the ** printer I already owned, the printer screen kept prompting me to log into an Instant Ink account. It would not print without doing so.When I created the account, it said I needed to choose a subscription. I believed I was activating my current printer to receive ink and paper not signing up for a 2-year contract that included a new printer. I never knowingly agreed to receive hardware.After signing up, I received emails I didnt open because I assumed they were just confirming the ink. I had no idea a printer was being shipped.That printer went to my mothers house, my permanent address as a member of the *******************. I didnt receive it when it arrived, and have never opened or used it.I contacted ** and asked to downgrade to a standard plan. I am not asking to cancel just to remove the hardware-inclusive commitment. I already own and use a printer. ** told me Id owe a $150 fee, which I believe is unfair.I acted in good faith and want to resolve this reasonably. Im willing to return the unused printer and continue with Instant Ink just on the right plan.
Business Response
Date: 06/09/2025
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:06/06/2025
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.
In December of 2024, I bought an HP printer from *******. The printer came with a 6 month free Instant Ink subscription. In January of 2025 I added a paper subscription for the free trial. I never received the paper and was being charged after the free trial ended. I contacted ** about this and told them I wanted it cancelled because I never received any paper. They then resent the paper to my sisters house in ** where I was moving to from *** The paper was delivered April 2, 2025. I contacted them again about cancelling the paper subscription. It was supposedly cancelled but yet they are still charging me until June 10, 2025, when I cancelled it in April. They have now taken my printer hostage and locked the ink cartridges so I can not print. They say they will unlock it once the paper subscription is paid, But they also say the paper subscription is seperate from my ink subscription. If my paper subscription is separate then why are you locking my ink cartridges so I can't print? This is ridiculous business practices and needs to be stopped. They are bullying and extorting customers by taking your items hostage until you pay something you don't owe. And for what????? $6.48????? You gotta be effing kidding me. This is unfair and completely unbelievable and should be outlawed. ** needs to to be stopped in their extortion and hostage taking of customers items. I ate 4 months worth of payments without my items purchased being sent, but yet they can take my printer hostage over one payment of $6.48???? This is completely BS. They even refused transferring me to a supervisor, unless I paid the unpaid balance. Completely insane they way they are doing business.The $25.92 is an estimate of what the subscription amount that I have paid so far. I have copies of the chat between myself and the different ** employees. I have filed a complaint with the *** also.
Business Response
Date: 06/09/2025
An HP Instant Ink 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, *******

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HP Incorporated is NOT a BBB Accredited Business.