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

2,387 total complaints in the last 3 years.
890 complaints closed in the last 12 months.

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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:09/21/2025
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 purchased an HP printer and opted into the HP Instant Ink subscription program. At the time, I was under the impression that this service was a convenient way to manage ink refills. However, when I decided to cancel the subscription, I discovered that ** disables the use of the ink cartridges I received under the plan, even though I paid for them as part of my subscription.I contacted ** customer support multiple times, but I was told the same thing: once I cancel, I cannot use the Instant Ink cartridges, even if they are unused and full. This means ** essentially renders the cartridges useless and forces customers to continue with their subscription if they want to use the ink.I believe this is misleading and unfair. Nowhere was it clearly explained at the time of sign-up that the ink would become unusable if I ever opted out. If I had known, I would have purchased regular cartridges outright, giving me full control of what I paid for, instead of being locked into a restrictive subscription.
Business Response
Date: 09/22/2025
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:09/20/2025
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.
Dear ** Customer Support,I am writing to formally express my dissatisfaction with the recent purchase of an HP laptop and the subsequent handling of my concerns.First, the shipment of the laptop was significantly delayed, both in dispatch and delivery. This was the initial disappointment. Upon arrival, the box was visibly damaged, raising immediate concerns about the condition of the product. Although the laptop appeared intact on visual inspection, problems became evident as soon as I began using it.From the moment I powered it on, the keyboard has been excessively hot and the *** fan runs constantly, indicating a serious hardware issue. I followed all recommended troubleshooting steps with HP support, but the problem persists. Despite my insistence on a replacement or refund, I am now being pressured to accept an in-home repair service. This is unacceptable.This laptop is brand new and was purchased with the expectation of full functionality. It is unreasonable to expect a customer to accept repairs on a defective product right out of the box. I am not willing to settle for a patched-up device when I paid for a new, working one.I am requesting an immediate replacement or a full refund. Continued refusal to resolve this appropriately will leave me no choice but to escalate the matter through consumer protection channels.I expect a prompt and satisfactory resolution.
Business Response
Date: 09/22/2025
** appreciates the customer's feedback provided in this complaint. If possible, ** requests that customer provide the ** Order number or send a copy of the original receipt or proof of purchase for the laptop in question so that we can further assist with your issue.

Regards,******.
Customer Answer
Date: 09/22/2025

Complaint: 23911234

I am rejecting this response because:

I have to provide more details already given: ORDER# H364561423

Sincerely,

******* *****
Business Response
Date: 09/24/2025
According to the notes in HP Order #H364561423 a return was created under Order #R302877452 and a refund processed on 09/22/25.
Regards,
******
Customer Answer
Date: 09/30/2025

Complaint: 23911234

I am rejecting this response because: I have not received my refund.

Shipment was return delivered.
Delivery Date
Tue, 09/30/2025
10:42am
Tracking number is ****** ************
Please process my refund now that the product has been returned.
Sincerely,

******* *****
Business Response
Date: 10/03/2025
According to the notes in HP Order #H364561423, HP acknowledges that the unit was returned and notes indicate that a refund was processed to a ****** account. Customer's recent comments to ******************** have been included in the notes of Order #H364561423 and return Order R302877452 and HP Store has been urged to investigate customer's claim.
Regards,
*******
Customer Answer
Date: 10/07/2025

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:09/19/2025
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.
Bought a ** victus laptop on Nov 14, 2024. It stopped working 2 weeks ago (around Sept 6 2025, and I have had multiple calls and online chats with ** support. Spent hours on the phone with them troubleshooting over a period of 2 days. Could not resolve problem, Sept 10 they told me they were "Escalating" my case and I should hear back in ***** hours whether they were going to attempt repair, or replacement. I called again on Sept 15, as I had heard nothing, and was told I would hear back in 1-2 days. No call, so I called again on Sept 18th, and was told that somebody would call me the next day with a resolution. Nobody called. I called back at end of day, and was told that they had not decided what they were going to do, but had not determined the source of the problem. I explained that did not allow me to use the laptop that I had purchased, and was still under warranty. Even so, they refused to authorize repair, or replacement, despite my laptop still being under warranty. They did agree to file a complaint for me within the ** system about me repeatedly not being called back in a timely manner, as promised. Interactions through Website ****************************, or support number 1-800**-INVENT.
Business Response
Date: 09/22/2025
Customer already has an Escalated Case open and customer is working with an Escalation Case Manager. Case Manager alerted the ************** to update the address for the repair Order #BXFW4901-01 to: *************************************** 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: 09/22/2025

Complaint: 23910056

I am rejecting this response because: The complaint was elevated a week and a half ago, and they have failed to adhere to each timetable they outlined at each communication. Each time telling me that they would notify me within ***** hours, and several times assuring me that they would call me back the next day. Several times on the phone, although the person could hear me when I called, and the ** had no problem hearing me, the person returned to the phone, and repeatedly said they could not hear me, and then hung up. I did make sure I had not accidentally muted my phone. I did get a call this morning, which only appeared because I had filed a formal complaint through the ** customer support. They agreed to have the laptop repaired, telling me that they would send me a box to put the laptop in. They verified my name, phone number and address on the phone, but when I got the email informing me that the shipping box was sent out, what they had written down as my address was wildly different from what I had told them on the phone. Honest mistake? Or more deliberate delay? I do not know, but despite me calling them immediately, and informing them of the mistake, I have gotten no email yet informing me of a shipment with the correct address, and I would be willing to wager that I will not get the box tomorrow, or the next day, as promised. Which will be 100% consistent with my previous interactions with their support team.

Sincerely,

*********** *******
Business Response
Date: 09/24/2025
Repair box for Order #BXFW4901-01 was delivered Tuesday, 9/23/25 at 1:50 PM ****** tracking #************). 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: 09/24/2025

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. However, given the difficulty in getting to this point, and that I was repeatedly given timetables that ** did not adhere to, they have lost my trust. The repair team has my computer now, and we shall see if they are able to repair it, and return it to me before I have to purchase a new one out of necessity for work. I will not consider this matter truly resolved until my laptop has returned, with the problem corrected.

Sincerely,

*********** *******
Initial Complaint
Date:09/19/2025
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.
My complaint with HP simple. I purchased (receipt attached) a Smart Tank 6001 (ST) in Jan 2024. The product has been problematic since my very brief ownership. My problem is the ST doesn't recognized my WIFI routing. I had the problem resolved in 2024, but I moved in Aug ***** and the problem persists. I've spent countless hours on the phone with HP techs over the last few weeks, without a resolution. ** declared that my issue would be upchannelled. I haven't had contact since their promisen six days past. I understahnd that the warranty may be expired, but this short-lived-timeframe for a product that's less than eighteen months old is borderline ridiculous. I expect ** to replace my ST or refund my cost. I've been without a printer for a month; therefore I've replaced my ST. My choice is to have HP refund my cost based on this nonfunctioning, substandard product.
Business Response
Date: 09/22/2025
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: 10/01/2025

Complaint: 23908606

I am rejecting this response because: I spoke with a Ms. ******** regarding my complaint. Her solution was to connect with HP tech support. I asked to check the tech support communication notes and she would discover that I spent an exhaustive number of hours with tech support with no solution. As mentioned in my complaint, on my last call with tech support, I was told my problem would be researched and someone would follow-up with me. No iniitial timeline was established, it's been about 2 weeks now and no follow-up has occurred. So, I filed this complaint.
Ms. ******** also mentioned that my one year warranty, for a product purchased in January 2024, was quite obvious. My response to her was if an ** product is going to last less than a year after the warranty, then I don't want another HP product becuase of it's poor relaiblity. I know this is generally not the case for an HP product, so in this case, why is HP standing guard for a "unique" unreliable HP product?
I couldn't go another month without printer, so I purchased another printer. I stand on my presumptiom im this case HP should refund my purchase. I'll agree to send ** my Smart Tank 600 for their relibility testing, Otherwise, I guess this concludes that ** has no plans olf doing anything further; which at this point is hours spent with tech support arriving at no solution.
.
Sincerely,

***** ******
Business Response
Date: 10/10/2025
HP values customer feedback and will share the customer's comments with our engineering and design teams to help guide future improvements.
Regards, *******
Initial Complaint
Date:09/18/2025
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.
Laptop took almost a month to arrive due to ** failing to send the proper customs forms per them, they repeatedly blamed ***** and then the laptop arrived damaged I have had to contact them over 5 times for these issues and constantly get excuse after excuse I want a refund, not more excuses I have had 5+ HP laptops in my life and it will be my last. I have been hung up on repeatedly, and then was on hold with chat for 30 minutes to be told they can't help me. The last agent cut me off and began playing hold music over me while I was explaining the situation. With the scratch it looks worse than my 5 year old computer when it is supposedly brand new, I don't have another month to send it back for repairs. They keep blaming ***** for their errors and are disrespextful to their customer.
Business Response
Date: 09/22/2025
An HP Store Representative has been alerted to the customer's issues regarding Order #**********.
The customer should be contacted within 2-3 business days.
***************
Initial Complaint
Date:09/17/2025
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.
To Whom It May Concern,I am filing a formal complaint regarding *** handling of my business warranty case.Over the past several weeks, I have been left without a working computer while ** repeatedly promised a replacement, only to reverse those commitments. Instead of honoring those assurances, I have been pushed back into endless troubleshooting steps that have already been ************ a business customer, this delay has created significant disruption to operations. Throughout this process I have worked with:- ****** ******** NA CRT Manager - **** Support Manager, who personally assured me of a replacement - *************** Tech Support for Workstation Despite multiple contacts and escalations through these individuals, ** has demonstrated:- Failure to honor replacement commitments despite repeated assurances.- Excessive delays leaving me without a functioning unit for weeks.- Unacceptable treatment of a business customer whose operations rely on dependable ************ this point, I have no confidence in *** ability or willingness to resolve this at the support level. I am therefore escalating this matter through the Better Business Bureau to formally document the issue and seek resolution.I expect ** senior management to immediately address this failure, provide a working replacement unit, and prevent further harm to my business.
Business Response
Date: 09/18/2025
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 and a supervisor was requested to help out on 09/17/25,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: 09/24/2025

Complaint: 23899280
After filing my original complaint, I was contacted by **** *******, HP Process Lead. On the phone, **** stated he would review the logs and consult with **** (HP Support Manager) to determine whether the technicians notes supported replacement. However, instead of receiving that promised follow-up, I was sent yet another form email from ****** ******** (NA CRT Manager) stating that no replacement will be processed as per the warranty guidelines and pushing me back into initial troubleshooting.

This contradicts the process **** himself described to me and adds to a weeks-long pattern of miscommunication and broken assurances. I have now been without a working business computer for an extended period, despite repeated involvement from ** support staff including ****, ******* ***** ***** (Tech Support for Workstation), and *******.

HPs shifting responses, lack of accountability, and refusal to provide a clear resolution have caused significant disruption to my business operations.

Desired Resolution:
I am requesting that HP senior management intervene directly to honor the replacement commitments discussed by their own staff, or at minimum provide a definitive and transparent explanation of *** refusal so I can pursue other remedies. Business customers cannot be left in limbo for weeks with conflicting messages from multiple managers.
Business Response
Date: 09/30/2025
As part of our escalation process, ** senior management has already been engaged in your case. After reviewing the available logs, technician notes, and warranty obligations, management determined that a technical session was necessary before a replacement could be considered. This requirement is not meant to delay your resolution, but rather to ensure that all diagnostic steps are completed and documented so that any next actionincluding replacement, if warrantedmeets HPs warranty standards.
** understands customer's concerns about communication inconsistencies, and HP sincerely apologize for the confusion caused by multiple updates from different ** representatives. Customer's feedback has been noted and will be used to improve **'s coordination and clarity in Cases like this.
Regards,
*******
Customer Answer
Date: 09/30/2025

Complaint: 23899280

HPs response does not accurately reflect my experience with this case.

Supervisor Contact Ended Without Resolution: I had one conversation with a supervisor (****), during which he stated he would review the logs and consult with another manager. After that call, he stopped responding altogether. My subsequent emails were ignored, and my case was archived without resolution.
Contradictory Communication: ** claims management reviewed my case, yet I was repeatedly told by different representativesincluding managersthat a replacement was the recommended resolution. Instead of honoring that, I was pushed back into the same technical troubleshooting loop, despite already completing those steps with workstation technical support.
Case Closure Without Action: Despite HPs assurance to BBB that my case remains active under management review, the case was closed/archived on HPs end, and I have not received any further communication or support.

This is not simply a matter of communication inconsistencies. It is a matter of ** refusing to stand by its own representatives recommendations, failing to provide a clear path to resolution, and then ending communication entirely.

Desired Resolution: I am again requesting that ** management directly honor the replacement recommendation that was communicated to me, or provide a written, senior-level explanation of why ** refuses to do so. At a minimum, I expect transparent, consistent communication rather than repeated loops of scripted responses followed by silence.

Business Response
Date: 10/13/2025
Customer requested Executive-level action and so an Executive Escalations Case ********** was opened and assigned on 10/13/25. HP has shared these recent BBB comments from the customer with the Case Manager and urged contact with the customer as soon as possible.
Regards, *******
Customer Answer
Date: 10/21/2025

Complaint: 23899280

I was working with HP Executive Escalations Manager ***** ******, who arranged for a technician named **** to contact me last Thursday. After going through additional troubleshooting steps, **** stated he would update ***** and that she would call me back later that day with the next steps.
I followed up by email on Friday and again today, but have received no response. Instead, I was notified that my case had been closed without resolution.
This has become a repeating pattern with HP, promises of follow-up that never happen, and cases being closed without communication or a working solution. Despite engaging at the highest levels of HPs support structure, I still have a completely nonfunctional workstation and no accountability from ***
All Im asking is for ** to honor its own commitments and stand behind its product.
Initial Complaint
Date:09/17/2025
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 BOUGHT an HP Printer in May 2025. I was supposed to get Free Ink for 6 MONTHS. Which would be until Nov 2025. Today $557.02 was Deducted from my Bank account from HP InstaInk . I contacted ** ( 4 Times) , I was told it was for THE NUMBER OF PAGES I PRINTED!! 1) I OWN THE PRINTER 2) I BUY MY OWN PAPER 3) Despite ** sending me Ink 3 Times I've still had to purchase Ink an Additional 3 Times 4) I NEVER Agreed to be billed/charged $557.00 for using my own printer.I AM REQUESTING FULL REFUND HP Instant Ink ID: ********** ****** ****** ************************************************************************************** **********
Business Response
Date: 09/18/2025
** acknowledges the customer's experience, but we need more information to proceed with assistance. Please provide the email address associated with your HP Instant Ink account, the ** printer serial number, and any related ** Case numbers so that we can move forward in providing you assistance.
***************
Initial Complaint
Date:09/17/2025
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 complaint is about HP Instant Ink. I've had the instant ink plan for about 2.5 years, where I"m allowed to print 100 pages per month, with unused pages rolling over to the next month.Apparently there's a limit on the number of rollover page. For my plan, I believe it's 300 pages; however, this was never mentioned to me. Even an email that received after going over the 100 page limit, stated that unused pages would rollover to the next month.Apparently, on the website there's a place that mentions the number of pages tha rollover; however, I've never seen this. A *** had to point me to a place on the website that mentions this. It's not clear to the customer how this works.The bottom line is that I in 2.5 years, I used about 1100 pages when I could have used almost 3000 pages, but ** decided to charge me for the about 90 pages I went over a charge me about $10. The problem here is not the money, but the hidden way HP does things. Had it been very clearly stated that I only had a 300 page rollover or had I been told that I was going to be charged extra as soon as the charges for the new pages started, I would be ok with it. But none of this was communicated or was made clear to me. I only received an email that I was giong to be charged for pages after I had already used the 90 pages. I'm very disappointed at how ** charged me and how they kept everything so hidden from customers.
Business Response
Date: 09/18/2025
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:09/17/2025
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 an HP Laptop on ****** in December of 2024. It included a 1-year warranty. I attempted to submit a warranty claim on September 1st 2025. **'s website told me that the product was out of warranty, which was incorrect. All of the support channels that ** provides require me to enter my serial number, then tell me the product is out of warranty, and then terminate the call/chat. ** provides no way to get in touch with a real person who can help me resolve the issue. There is no option available to dispute a warranty or file a case.
Business Response
Date: 09/18/2025
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, ******.
Initial Complaint
Date:09/17/2025
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 brand new HP computer October 8, 2024. They warranty is for a year from purchase date. In August my screen completely stopped working and they will not honor their warranty because they said it expired July *******. When I proved to them I purchased it in October. They told me they need the original invoice from the supplier on ******. I reached out to them and they said the only thing they use is the Amazon invoice. ** claims they will not accept that for some reason even though it show the date of purchase.
Business Response
Date: 09/18/2025
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, ******.

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HP Incorporated is NOT a BBB Accredited Business.