Business Profile

Network Computers

HP Incorporated

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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

2,389 total complaints in the last 3 years.
888 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:09/26/2025
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.
On August 24, 2025 I purchased a new HP gaming PC during a promotion where if you purchase any pc with a 50 series ****** GeForce graphics card, then you would receive a code that could redeem a free copy of Borderlands 4. On September 12th, I received the code via email. When I tried to redeem the code via the ****** app as instructed by the email, it was denied because the product was not eligible. I had a ****** GeForce 5060 Ti installed. The ****** *** explained the promotion was for products 5070 and higher and the current product was not eligible. I was told by ****** to return to ** customer support to figure out why they mistakenly sent me a redemption code after telling me the only way on ******'s end to fix this was, for me, purchase a brand new graphics card of at least $550 before tax, to which I declined the outrageous solution. I have received little help from ** other than chat agents on their website who can't help with my issue and redirect me to try other forms of HP customer support. I would like my complaint elevated to the correct ***resentative, preferably via email.
Business Response
Date: 09/29/2025
** appreciates the customer's feedback and the screenshots provided. An HP Store Representative has been alerted to the customer's issues regarding Order #**********.
The customer should be contacted within 2-3 business days.
Regards,*******
Customer Answer
Date: 09/30/2025

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:09/25/2025
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 tried to get a replacement for a defective ink cartridge, Hewlett-Packard, purchased today at ******* and was online with AI? Not sure. The colored ink printed streaky and the level showed less than a 1/3 full. It was impossible to speak to someone directly and ******* said to contact ** for help. I have the transcript of my conversation with the assistant and the case number as well as proof of purchase and serial number. I am a small business that cannot afford more ink if this is defective.
Business Response
Date: 09/29/2025
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:09/25/2025
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 subscribe to a subscription with HP printers and the printer no longer works and they will not allow me to cancel the plan without paying a penalty although they admit the printer working is a known issue and they do not have a time frame for it to be fixed
Business Response
Date: 09/26/2025
A new Escalated Case ********** was already opened for the customer on 09/25/25 and assigned to an HP AIP Escalations Case Manager. ** provided the Case Manager with the customers recent ******************** feedback.
The customer should be contacted within 1 -2 business days.
Regards,*******
Initial Complaint
Date:09/24/2025
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.
HP Instant instant 8nk has been supplying me ink for two years. Today without any prior notice my printer would not work because ** did not get the ***** because Social Security had put my September deposit in the wrong account. Navy Federal could have moved the money themselves, but did not. Last Thursday I went to Social Security to correct the problem. The reps were very nasty. They keep hanging up on me. My printer is not working. I am 71yrs OLD. THEY DISRESPECT OLDER AND BLACKS
Business Response
Date: 09/26/2025
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, *******
Customer Answer
Date: 09/26/2025

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:09/24/2025
Type:Sales and Advertising 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.
Using HP instant ink subscription for months, no ink was ever sent because they "could not locate my device" yet were able to remotely disable said printing device upon non payment. I would like a full refund for all months of refusing to adequately ship product.
Business Response
Date: 09/25/2025
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:09/24/2025
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 September 10, I purchased a ******* Laptop 17t-da000, 17" from **. I am a disabled person that purchased the laptop to begin working from home. On 8/17/2025, it stopped charging. Created support ticket online. Received no response. Called to check status, told they never received a support request. I was advised to create another request. This I did. A week later no response. Called again. Was advised that they needed to confirm that there was something wrong with my laptop. Did a screen share show them and performed all the actions that they requested and they advised there was something wrong with my computer. I was told that a shipping box would be sent to me for me to return back for a warranty repair. Never received box called back again. Was advised that there was a problem with the serial number that was entered on the request. Therefore the box was never shipped to me. They advise they would overnight a box to me to send my defective equipment back. A week later I receive the box and returned the box back to **. It is now 9/24 and I still have not received my fixed device back. I have called numerous times and have been told every single time that they are escalating the issue. My entire job requires that I have this laptop. I have not been able to work since August 17th! Yesterday I called and explained to them, my employer has stated if I do not get back to work in 1 weeks time, I will lose my job. They are waiting for a part. Requested that they just send me a new device as I just received the laptop less than a year ago. I was told they do not do that. I would need to wait for the repair. They again told me they would escalate and someone would call me. Still nothing and my computer has still not been fixed. Next Tuesday I will become unemployed because ** refuses to compromise and send me a replacement device so I can work.
Business Response
Date: 09/25/2025
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: 09/25/2025

Complaint: 23928712

I am rejecting this response because:
I have been told at a minimum 5 times that the issue has been "escalated" and I have YET to receive my computer. I now have only 2 more working days before I am no longer employed.
Sincerely,

**** ******
Business Response
Date: 10/02/2025
** has shared the recent BBB comments from the customer with the Case Manager and urged contact with the customer as soon as possible.
Reference active Case **********.
Regards, *******
Initial Complaint
Date:09/24/2025
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.
The computer I have was under warranty. It broke about 3 weeks ago. I had to sent it thought FED EX to ***************** Three day ago I get a box from FED EX. It has popcorn in it and no computer in it I called HP on Monday at 9:00 am about it. They told me they going to look for it at the repair center and sent them a video of the box and what in it. I did that. They told me someone will call me on Tuesday about a update. No one called. I called again Tuesday night. They told me it is 48 hours from Monday someone will call. That person will call soon. Nobody called. Each time I call I spent least hour on the phone. They ask me bunch of questions each time. I have no computer for over 3 weeks now. I want to know what going on and where is my computer. I want to know if it fax too.
Business Response
Date: 09/25/2025
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:09/24/2025
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.
I purchased a NEW ** laptop from an authorized HP retailer - Staples - back in Nov 2024. This laptop now has multiple error codes and has been visual identified as a hard drive failure. I attempted to file a claim with ** under their 12 month warranty however ** claims the computer warranty start date was in March of 2024 and thus the warranty expired. I have contacted ** 2x on this without resolution and i have sent them copies my purchase documents showing proof of my purchase. HP case ID: ********** HP has on 2 times claimed their will forward my case and receipts to their warranty **** with a24-48 business day follow-up. Each time I called, I get the same story that someone will reach back to me 1st by email, then by phone and yet I am still awaiting a contact with my laptop still inoperative do to a hardware failure. There is no damage to the laptop rather it is a mechanical/electrical hard drive failure. I need this repaired under the terms of their advertised 1 year warranty without any further delays. If they cannot or will not repair, then I seek a full reimbursement for the amounts paid for the laptop.
Business Response
Date: 09/25/2025
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: 09/25/2025

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.
At this time they have offered to honor the warranty and will be sending a box to return the laptop. This response was as desired; however, I do wish to keep the case open until the warranty repair has been completed and a working laptop has been returned to me.
Thank you BBB for helping me get to a prompt resolution.

Sincerely,

***** ******
Initial Complaint
Date:09/23/2025
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 submitting a formal complaint regarding a hardware issue with a new notebook I purchased from ******. From the moment I powered it on, the computer emitted unusually loud fan noise. I contacted *** online chat support and spent several hours attempting to troubleshoot the issue. Eventually, I was connected with a representative named **** *******. I requested a replacement unit, but was informed that this option was no longer available due to the expiration of the initial warranty period. I explained that I had never been made aware of this option, to which he responded that such requests must be customer driven.I proceeded to send the notebook in for service, where it was determined that the fan was defective. It was replaced, and additional thermal material was applied to improve heat management. Despite these repairs, the fan continues to operate at seemingly inappropriate times, raising concerns about the machines overall reliability. I have since spent even more time on the phone with support, totaling approximately 20 hours devoted to resolving this issue.I no longer have confidence in the computers performance. Although I was told the system is likely functioning correctly due to the absence of error messages, its worth noting that the original faulty fan also failed to trigger any errors. I am now being asked to send the notebook in for a second round of servicing. This is deeply frustrating, as I purchased a new computer with the expectation of using it productivelynot spending countless hours troubleshooting.
Business Response
Date: 09/25/2025
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, *******
Customer Answer
Date: 09/25/2025

Complaint: 23925932

I am rejecting this response because would prefer a full refund as I originally requested so I can move on. As I reported in my complaint, this process has been very time consuming and inconvenient.
Sincerely,

*** *****
Business Response
Date: 10/02/2025
According to notes in Case **********, under 2nd repair Order #BXFV2092-01, the customer's repaired HP EliteBook ****** inch G11 Notebook PC was delivered Tuesday, 9/30/25 at 5:49 PM Signed for by: *.***** (FedEx Tracking ID: *************. Case Manager notes that there was a follow up after unit delivery and that the repair was satisfactory. Case was subsequently closed on 10/02/25.
Regards, ******
Customer Answer
Date: 10/09/2025

Complaint: 23925932

I am rejecting this response because: there is another issue where the dock monitor just turns off randomly every 5 minutes or so. Happening more often now. I adjusted power settings when I got the machine back the second time and now this seems to be a new issue. All the power settings were changed when service was performed. I feel like this system is a lemon. I am not sure if it is the laptop or dock or combination. I bought both ** items around the same time. I still have requested my money back and not to keep returning a computer for ***airs that I depend on for work for days at a time. The customer *** has been responsive but continues to ignore my request of a refund!

Sincerely,

*** *****
Business Response
Date: 10/17/2025
An ** Escalations Case Manager has been assigned to new Escalated Case ********** to address the customer's issues regarding the ** Docking Station USB-C G5 ALL (SN: 2MQ502Z2H9). The customer should be contacted within 2-3 business days.
Regards, *******
Initial Complaint
Date:09/23/2025
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 HP Smart Tank printer from Best Buy in February 2025. In July (?) 2025, the printer stopped working. I contacted **, worked with a tech who was not able to fix it. Since it was in warranty, they sent instructions to mail back the defective printer via ****** which I did in August 2025. I have the ***** routing number that shows it was delivered. When there was no further ** contact, I called numerous times and was told repeatedly that they couldn't located the defective printer and that they would send a new one in ***** hours. Finally, after no printer was mailed, my complaint was "escalated" at ** and they sent a new printer in September 2025. It failed the start-up procedure. I called ** and worked with a tech who was unable to fix the problem -- packing material was wedged inside. ** again sent mailing instructions. That defective printer was delivered to ** on September 19. I have the ***** tracking number as proof. I called that day to alert ** that it had been delivered. My last email contact with ** was on September 19, and the Case Subject was listed as "Route to Supervisor." When ** did not respond further in the promised ***** hours, I called back on 9/23 and was disconnected by two different HP techs (after several minutes of conversation in which I repeated, twice, the long history of my complaint) presumably when they tried to put me on hold. They had promised to call me back if disconnected, but neither one did. I called a third time and the tech listened, put me on hold, and then came back to say he would send an email to "the team" to find out what was happening, and call me back. I pointed out that the last email said "Route to supervisor." He confirmed he was not a supervisor and declined (?) to route me to a supervisor at that time. That is where we stand. I have been without a printer for nearly two months. Every section/division/team of ** failed to help with my valid complaint.
Business Response
Date: 09/24/2025
According to the notes from 09/23/25 on Order #BXFV1900-01, the Case Manager informed the ************** of the defective printer's delivery to HP: "DEFECTIVE PRINTER DELIVERED ON 9/19 TO SERVICE CENTER VIA ***** TRACKING 393312584839." ************** acknowledged on 09/23/25 and promised to send out replacement printer.
An HP Escalations Case Manager has been assigned to new Escalated Case ********** to follow up on the delivery and any other of 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.