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

1,770 total complaints in the last 3 years.
645 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:08/10/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought the laptop about 3 weeks ago, and when I got it the upper left side of the screen seemed off colored compared to the rest of the screen. It did not seem too noticeable the first or second day, but then it started getting darker and darker until it turned black around the 9th or 10th day, and the rest of the screen turned weird colors. I filed a complaint about 10 days or so ago, but I have not heard anything from them. The model is 14a-nf009nr.The SN# is 5CD5248x0L. The Product# is BN9Q9UA#ABA. ** sold me a defective product, and now they dont want to own up to it, nor can I get anybody on the phone without paying them. I am absolutely disgusted with their products and customer service. I would appreciate it if they would exchange or repair it. If that were to occur the I would believe it was an accident, and I would change my mind about their customer service, and I would tell other people that ** is a solid company that stands behind their products. unfortunately, I can say that about them thus far.
Business Response
Date: 08/11/2025
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:08/08/2025
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 this computer in 1/24. 18 months later, it stopped working. I took it to Best Buy, which shipped it to a service center to repair. The motherboard was determined to have been broken and was replaced. The repair cost approximately $504. I have had the computer back for about 3 weeks and the computer is again having issues, similar to the ones that it previously had. It seems this new motherboard is also bad, leading me to think something on the computer is causing it to break repeatedly. I cannot get in touch with anyone at ** for resolution to this.
Business Response
Date: 08/11/2025
A new Escalated Case ********** was opened for the customer on 08/11/25 and assigned to an HP Escalations Case Manager.
The customer will be contacted within 2-3 business days.
Regards,*******
Customer Answer
Date: 08/11/2025

Complaint: 23722367

I am rejecting this response because: While the company states they will contact me, they have not yet and also have not provided any resolution to the issue. Until there is a resolution, I would like the case to remain open.

Sincerely,

******* *******
Business Response
Date: 08/19/2025
According to the notes in Case **********, the HP Case Manager has been in touch with the customer by email since 08/11/25 and set up a repair Order #BXDW8605-03.
Regards, *******
Customer Answer
Date: 08/20/2025

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:08/07/2025
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 on Christmas Eve (12/24/2024) and a month ago it started crashing with a blue screen and a frowning face. It did then every 7-10 minutes and wouldnt stop. I used the online HP Warranty chat and was told to download a couple things and reset things. I completed this and nothing helped. On August 5 2025 I called and spoke with their warranty people on the phone for further assistance on getting my computer fixed under the warranty. I was told to reset and wipe my computer then call back the next day to get assistance downloading the software. On August 7 2025, I called back and was told I would have to buy a ******************************************* I would have to pay ** $42 to send me this. I buy the flash drive, come home and call back. After being placed on hold multiple times, the *** comes back and tells me I have to have another Windows Laptop to download the recovery tool on. Why wasnt this asked at the beginning? I now have a laptop that is less than 1 year old that I cannot even use. $249.99 plus tax down the drain. I have been mislead, lied to and forced to spend money I should have never had to. ** needs to either ***lace my laptop or give me my money back and Ill be happy to send them their broken computer back.
Business Response
Date: 08/08/2025
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:08/07/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have called numerous times to receive support on the issues of my HP envy and its issue with the screen and charging port and no one is helping.
Business Response
Date: 08/08/2025
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:08/07/2025
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.
Purchased a laptop Sept 2024. August 2025 the laptop OS crashed. Was told that's not covered under warranty. Ok fine. Was told a new OS would be over nighted on August 4th. Caller tech support the 6th and was told it was in fact shipped. Requested a tracking number. Was then told it wasn't shipped they need to send me a link to pay for this new OS. I said fine. They then for whatever reason couldn't seem to send me the link. Was then gold someone would contact me in 48 hours. Not holding my breath. So in short. I've been hung up on (twice) lied to,brushed off, told it must been something that i did wrong Basically I have a 800 dollar paper weight on my desk. Their customer service (*****) are very difficult to understand borderline incompetent. Buyer beware!!!! This company will abandon you once the purchase is made. Good luck to **. Another customer gone for life....
Business Response
Date: 08/08/2025
Customer already has an Escalated Case open and customer is working with an Escalation Case Manager. 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: 08/15/2025

Complaint: 23713110

I am rejecting this response because:
We are going on over 2 weeks with my laptop (still under warranty) down. Continue to call for status. I was contacted by an escalations manager who requested a call back. I called the number given and was asked to provided an extension to reach the individual and this individual never left an extension number so that was of no use. After emphasizing the sense of urgency (over night a new OS) they ground ship it. I was told that if this new OS does not work I will need to send to a service center (which can take an additional) ***** days.
They did offer to extend my warranty by a month ( I am still paying for my ********* office suite and anti virus software) for a computer that does not work. I floated the idea of a refund even offering to eat half the cost and have them refund 50%. So after multiple hours on the phone, multiple tickets (4 in fact) I am still at square one.
Long story short. Computer went down on August 2nd, fist notified ** on August 4th and today is August 15th. NOTHING has been done. No new OS and laptop still broken.

Well done HP!

Sincerely,

******* ******
Business Response
Date: 08/25/2025
According to the notes in HP Case **********, an RCD recovery provided by tech support was able to fix the customer's issue. In addition, the Case Manager extended the warranty for customer's HP Pavilion 16" laptop.
Reference active Case **********.
Regards, *******
Initial Complaint
Date:08/06/2025
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.
I, ****** *******, called HP due to an issue with my Instant Ink subscription on 8/5/2025. during that call the technician requested to remote into my computer to attempt to resolve the issues. The tech was informed that my account showed that my plan had been cancled, but that i had not requested a cancelation. During the remote access peroid the tech ran a code throught the control center of my computer that showed there were 2 malware and several trojan viruses on my network, and attempted to sell me a ********* Firmware which i told him I would check into privately. The tech was persistent about trying to get me to purchase the firmware. Once i got him to back down on the firmware he said he was getting out of the remote access and giving me back control of my computer. When he told me that he had gotten out of it and was giving me the case number i started to open my notes app on the computer and he took it right back over. and did what i was trying to do. That case information is as follows. Case Number : HP-********* HP Tech: **** ******** TFN: ************** ID: ********** Ext: 119 On 8/6/2025 my wife noticed a charge of $78.00 from transak Phantom SOL, I confirmed this as a fruadulent charge with my bank. I contacted ** again thinking that it might be tied to the tech from the day prior and was told buy the tech who took the call that that was not possible. and that it was not possible for someone else to have canceled my Instant Ink plan. 7/19/2025 plan canceled 7/20/2025 charged for plan 8/5/2025 noticed cancelation, charges and printer not working, contacted support, support tech remote accessed my computer and tried to sell ********* firmware, never resolved the issue the call was made due to. 8/6/2025 noticed a fraudulent charge on bank account. contacted **, was informed that no one else could have cancelled my plan, nor was it possible that the previous tech had gotten my bank info while remote accessing my computer. Contact for more.
Business Response
Date: 08/07/2025
** can confirm that the ** Case #********* mentioned in the customer's ******************** complaint is NOT a valid ** Case number. Would customer please provide the email and telephone number for the HP Instant Ink account, or provide the Instant Ink subscription number, because the email address: ******************** and phone #: **************, do not bring up an ** customer profile. In addition, if customer could please provide an ** product serial number for his printer, and any related valid ** Case numbers, we would be able to assist with your issue.
Regards,*******
Customer Answer
Date: 08/07/2025

Complaint: 23708736

I am rejecting this response because:
**********************************
Is the phone number I use for all subscriptions, but I communicate with the email used in the report whenever possible.
************* is the phone number used with the account.
That is the case number provided during the call. Which inclines me to believe that it very well may have been the source of the fraud charge to my bank account if that is not a legitimate case number with HP or instant ink.
printer is a (4200 series desk jet)
S/N: CN459DFMV2. FPU NO: 588M4-64001.

Sincerely,

****** *******
Business Response
Date: 08/15/2025
** appreciates customer providing the contact information. 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: 08/22/2025

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:08/05/2025
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.
Bought $500 Printer. It never worked out of the box. I spent months and over 50hrs. attempting to resolve. Tech appt scheduled they wouldn't call as promised. I had start over several times, send videos, pictures, sat on hold for hours. TOTAL nightmare. ** FINALLY said they would replace under warranty. I CLEARLY asked if I would be receiving a NEW or refurbished unit. "NEW" I was told. ****! I bought a new printer broken and received someone else's problem printer in trade. I WOULD NEVER deal with this company again. I feel I am owed $500 plus $21 I had to pay for shipping!
Business Response
Date: 08/07/2025
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:08/05/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have purchased 2 Computers from **. Neither of them are copmatable with my PreSonus music studio software. They replaced both units, re-imaged one and never sent me a keyboard or mouse after re-imaging the brand new ones. These PC's are still under warranty.
Business Response
Date: 08/06/2025
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:08/04/2025
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 Printer/HP DeskJet 2700e All in One Series back in November 2024. I have constantly had problems with it. It never has scanned, problems with printing. I have called them many ************ check my computer from their company each time, tell me my computer should have a Anti Virus Program and try to sell me the McAfee. Today when I called I let them check again & he had me on the phone an hour while he did it and tried to have me let them fix whatever it was, charge me $200.00 for doing it & then sell me the ******* program and I said no. He saw that my printer is under warranty & switched me to someone, the man said, would get my information and send me a new printer. Well, the next person wanted to re-scan my computer again & I just told him it had been done by someone else for the past hour. I asked to speak to a supervisor & was told they were busy & refused to send me a new printer until he re-tested my computer again! My case # the man gave me is #**********. All I want is a new printer, the same model to replace the one I have now that has never worked right. PLEASE help me.
Business Response
Date: 08/06/2025
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:08/04/2025
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.
Complaint Against:*******Product: HP OfficeJet Pro 9015e All-in-One Printer Product Number: 1G5L3A Serial Number: ********** Case Number: ********** Complainant:***** ******* *************************************************** Email: ************************ Phone: ************ Complaint Details:I am filing this complaint against ** regarding a defective HP OfficeJet Pro 9015e All-in-One Printer (Product 1G5L3A, Serial *********** that has become completely unusable due to a print head carriage failure. The printer will not print, remains frozen on the display screen, and cannot perform any basic function.This unit was already a replacement for a previous defective HP printer. However, ** provided me with a refurbished/older model instead of a brand-new unit, and now this replacement has also failed. The fact that two consecutive HP printers have had serious hardware failures strongly suggests a persistent manufacturing or quality control defect.The problem I am experiencing is widespread and well-documented in online consumer reviews, showing a pattern of defective design and lack of durability for this model. Despite this, ** has not taken proactive steps to address the issue for affected customers.I contacted ** Support and was issued Case Number **********. However, ** has not offered an immediate resolution, leaving me without a functioning printer that I rely on for essential tasks.Resolution Sought:Given the documented nature of this defect and my prior replacement history, I am requesting that HP:Immediately provide an expedited shipment of a fully functional replacement printer (preferably a new unit, not a refurbished model).Confirm in writing the shipment details and tracking number.If ** does not resolve this matter promptly, I will be forced to escalate my complaint through additional consumer protection channels.
Business Response
Date: 08/06/2025
HP Case Manager for Case #********** placed two orders for customer on Monday, 08/04/25. First order BXFH6398-01 was for a replacement print head for the OfficeJet 9015 printer. Second order BXFH6271-01 was for a HP OfficeJet Pro 9015e All-In-One printer exchange. The deliveries are pending.
Regards,
*******

Customer Answer
Date: 08/06/2025

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 upon receipt i will authorize case closure.

Sincerely,

***** *******
agreed as to form and content

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HP Incorporated is NOT a BBB Accredited Business.