Complaints

This profile includes complaints for HP Incorporated's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  HP Incorporated

  1501 Page Mill Rd MS 1247 Palo Alto, CA 94301-1112

• 

  HP Incorporated

  PO Box 10501 Palo Alto, CA 94304

• 

  Hewlett Packard Company

  45 BARNWOOD CT FLORENCE, KY 41042-9110

• 

  Hewlett Packard Company

  4680 Parkway Drive Suite 100 Mason, OH 45040-9363

• 

  Hewlett-Packard Company - Sales & Support Office

  7100 Intermodal Rd Louisville, KY 40258

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:07/23/2025

  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.

  Dear HP Executive Relations,I am writing to formally request immediate assistance regarding a serious issue with my HP All-in-One PC (Model: 20-C434, Serial Number: **********, Product Number: *******#ABA).Summary of Issue:I originally contacted ** Support for help with a technical issue. During that call, I was transferred or referred to an external agency for assistance. After following that referral, my system was compromised a firewall or bug was installed onto the device, one of my drivers stopped working, and the overall integrity of my desktop was *********** make matters worse, when I contacted ** again for follow-up assistance, I was told the device was outside the one-year warranty and no support could be provided. However, I initially purchased an extended warranty with this system. Despite this, ** is now claiming that no extended warranty exists on my account, which I strongly ********** Concerns:I never authorized any invasive software or driver changes to be made to my device.The third-party referral came directly from *** support team, and ** should be accountable for that action.I should still be under extended warranty coverage, and I am asking for verification and enforcement of that protection.Request:I am requesting that HP:1.Honor the extended warranty or thoroughly investigate why it is no longer showing.2.Provide a full system inspection and repair at no charge due to the circumstances surrounding HPs referral and resulting harm.3.Investigate the external referral process, including whether other customers may have been impacted.HP Product Info for Reference:Model Number: 20-C434 Serial Number: ********** Product Number: *******#ABA

  Business Response

  Date: 07/24/2025

  ** acknowledges the customer's experience, but we need more information to proceed with assistance. Please provide a copy of the extended warranty purchased for the ** All-in-One - 20-c434, or a copy of the original receipt, so that we can further assist with your issue.
  Regards,******.

  Customer Answer

  Date: 08/01/2025

   
  Complaint: 23642276
  
  I am rejecting this response because:

  Dear HP Executive Relations,
  I am writing in response to your recent message requesting a receipt or proof of purchase to verify the extended warranty coverage on my HP All-in-One PC, Product#5QA37AA#ABA-Model 20-C434 (S/N: 8CC00326V6).

  Unfortunately, your response is inadequate and unreasonable under the totality of the circumstances. As I previously explained, the unit has become non-functional due to a referral made by *** own support, which resulted in unauthorized and potentially malicious changes to my system rendering it inaccessible and corrupting critical files,including any stored purchase documentation. HPs Support Team referred me to an outside party, who compromised my computer system. My extended warranty was purchased, but ** is now claiming no record, despite my registration and support call history. I am being penalized for the very problem caused by HPs referral and the resulting system failure, which has made it impossible to retrieve documentation stored locally on the device. Your current refusal to assist violates several consumer protection and warranty laws:

  1.********-**** Warranty Act (15 U.S.C. 2301 et seq.)
  This federal law governs consumer product warranties. It prohibits companies from:
  Denying warranty service based solely on a lost receipt, especially when other proof of ownership exists (e.g., serial number, registration, support history). Failing to provide a remedy for defective or compromised goods when the defect was exacerbated by the manufacturers own referral.
  2.Implied Warranty of Merchantability (UCC 2-314). Even without a written warranty,every sale of goods includes an implied warranty that:
  The product will function as intended. If it becomes defective through no fault of the consumer, a remedy must be provided.
  3.FTC Guidelines on Warranty Enforcement. Per FTC regulations, manufacturers cannot deny warranty coverage or support when:
  The failure arises through no misuse by the consumer. Documentation is unavailable due to the malfunction of the very product in question.
  4.State-Level Consumer Protection Statutes (e.g., Tennessee Consumer Protection Act)
  Your denial may also constitute a deceptive practice under T.C.A. ********* if you fail to honor warranties or misrepresent available protections after directing the customer to an unvetted third party. 

  In light of the facts and laws above, I am demanding the following: A full refund or replacement All-in-One PC of equal or superior value (at minimum, model 20-C434). Assistance with data recovery, or compensation for lost data, due to the HP-referred compromise. Written confirmation of my extended warranty status, or a written statement explaining why it cannot be honored despite the device registration and support history. While I no longer have access to the receipt due to the systems failure: My serial number, model, product number, and support history confirm I am the rightful owner. ** should retain sales registration or extended warranty records tied to the devices serial number. The initial support call and referral to the third party should be documented in HPs records.

  If ** does not resolve this issue within 10 business days, I will proceed with filing complaints to the following agencies: ************************ (***). Tennessee Attorney Generals Office, ****************** and the ************************************ (****). Additionally, I will explore legal remedies through small claims court, citing warranty breach,misrepresentation, and consequential damages due to data loss. I hope ** will take this opportunity to resolve the matter professionally and honorably.
  

  Sincerely,
  Hamza Huqq

  Business Response

  Date: 08/07/2025

  ** Support does not formally refer customers to third-party service providers outside our authorized support channels. If a third-party entity provided services on your device, that provider acted independently and without endorsement or authorization from **. Unfortunately, ** cannot take responsibility for damage or system corruption caused by third-party actions.
  
  While we understand your concern regarding documentation loss due to system failure, *** warranty policy requires verifiable proof of purchase to activate or validate warranty coverage including extended warranty plans. This is a standard industry practice and a necessary step to protect both customers and the company from potential fraudulent claims. Without this documentation, we are unable to confirm the warranty status.
  
  HP stands behind the quality of our products and our written warranties, which are clearly outlined in the product documentation. However, these warranties exclude damage resulting from unauthorized repairs or modifications. If your system was accessed by a third party outside of HPs service framework, this may void certain warranty protections.
  
  HP complies with all applicable federal and state laws, including the ********-**** Warranty Act and local consumer protection statutes. That said, these laws do not obligate manufacturers to provide warranty service in cases where damage results from external factors or where required proof of purchase cannot be produced.

  Regards,*******

• Initial Complaint

  Date:07/23/2025

  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.

  ** has blocked our printer so we use their ink cartridges ONLY.Its a monopoly and now they charge higer prices to buy their printer cartridge.They need to be UP FRONT with a consumer about not using a third party INK CARTRIDGE. ITS DISTORTION at itS BEST! I will NEVER buy an ** product agIn!,,

  Business Response

  Date: 07/24/2025

  ** is aware that Customer disagrees with our security measures that display an error when using non-HP ink cartridges. The reason this was implemented was because for many years the toner being used in the 3rd party toner cartridges were damaging HP printers, causing clogs and leakages due to the lack of consistency of the toner and resulting in printers being replaced due to the damage. ** took measures to protect the printers from being prematurely damaged and protect the integrity of its products.
  Regards, ******* 

• Initial Complaint

  Date:07/22/2025

  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 6/13/25, I contacted ** in order to help me updated the printer driver on my Pavilion desktop computer, which was running perfectly. A tech representative took over my computer and updated the driver. She advised that after she disconnects the call, I restart the computer. When I restarted the computer, it went into a **** update. The computer was producing loud warning sounds and the screen advised that I not shut it down. The **** update continued to repeat itself over and over for hours. I tried to call ** back, but by that time there was no live support. It was then the weekend and still no live support. I took the computer to the GEEK squad who informed me that the mother board was damaged and there was no repair possible I have called HP countless times, I have several case numbers and notes. No one will take responsibility.All was working fine until the tech took it over. Now I have no computer and I am expected to pay over $1,000 to replace it! There is NO customer service who has authority to assist me, even when the call was escalated. I need someone to take responsibility for crashing my system with whatever they did when they took it over. case #********************9,5144837896

  Business Response

  Date: 07/23/2025

  ** appreciates the customer's feedback and acknowledges the customer's experience.  Up to this point, the customer has not had a Case elevated to the Escalations level. A new Escalated Case ********** has been opened for the customer and assigned to a Case Manager to investigate further the customer's claims and better address the customer's concerns.
  Regards, ******

• Initial Complaint

  Date:07/22/2025

  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.

  in February I purchased a printer from Hewlett-Packard on ****** the printer worked well while I use their ink subscription which was purely voluntary because it was supposed to be free at the beginning when I canceled it because they were charging me six dollars for 20 pages to print I decided to buy my own ink ,brand name and the printer was disabled because they set up the printers to only work with their ink without letting you know this was admitted by customer service *** and said he apologized it was not disclosed on the box it was not disclosed instructions at all times you could either use the printer and when you or the subscription theyre lying to the consumer it is not true they set up the printers to malfunction as soon as they dont use the subscription. the *** sent me out to buy a cartridge of ink that cost me more than $80 so ive already speant three times what the printer is worth. I asked for my money back and after apologizing and he sent me to somebody else that was supposed to help me that somebody else has taken almost a month response every two weeks does not want to take a screenshot receipt from ****** says he needs more and the response again another two weeks theyre rude the disrespectful and cynical and have me hanging here with a nonworking printer for more than two months. I want my money back these people get away with not responding and not doing nothing ignoring the problem. ive attached the last email i was sent where he promised contact and yet to hear any resolution

  Business Response

  Date: 07/23/2025

  An HP Escalations Case Manager is currently working with the customer towards a resolution, including an email offer for a buyback of $69.99 on 07/22/25. 
  Customers comments from this ******************** complaint have been documented and Case Manager alerted to contact the customer as soon as possible.

  Reference active Escalated Case **********.
  Regards, ******* 

  Customer Answer

  Date: 07/23/2025

   
  Complaint: 23635778
  
  I am rejecting this response because: the answer was completely false. i was not offered a refund or buy out, customer service is harassing me about my receipt. stating it was no meeting there standards. 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 07/30/2025

  Reading from the notes on Case **********: "THE CHECK REQUEST HAS BEEN SUBMITTED TO FINANCE; THE CHECK NUMBER WILL BE UPDATED BY THE ** WHICH WILL BE AVAILABLE IN 3 BUSINESS DAYS, IT THEN TAKES ANOTHER 3 DAYS OF PROCESSING AND SHIPPING 7 TO 10 BUSINESS DAYS."  Could customer please confirm if this information is correct or not?

  Regards, ******

   

• Initial Complaint

  Date:07/21/2025

  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 a laptop on July 30, 2024va ********** The laptop broke the jun 16, 2025. The laptop was still under warranty. I contacted ** they tried to help me fix the laptop, but eventually ignored me and didnt respond when I requested to send the laptop back in on the warranty since the computer cannot start. I requested to send back my laptop multiple times, but they have not sent any information on how I can return it. Returned the laptop to get my refund.

  Business Response

  Date: 07/23/2025

  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:07/21/2025

  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 ordered a laptop for work at a major medical center on 7/6/2025. Scheduled delivery was 7/10. When it did not arrive, i called ****** They said there was a scan issue and i would receive it on 7/12. On 7/11 i get delivered text that says delivered to M ******** at ************. I call ***** and they assure me it is still a scan error. By 7/13, still no delivery so i opened case with fed ex. *** ex has since closed case and said the package is lost. For 11 days, i have been trying to receive a replacement or a refund from **. They keep saying ***** hours for replacement to be shipped for 11 days now. As of today, they are asking for another ***** hours. I paid a lot of money to not receive my order and they are not standing by their word and replacing it or giving a refund. They rarely call back when they say. I keep having to make contact. I think they want me to go away so they do not have to issue new order or refund. This is the absolute worst customer service I have ever dealt with and i have been essentially robbed at this point.

  Business Response

  Date: 07/22/2025

  According to the Notes on Order #H364279254, a full refund was processed on 07/16/25 (R302750859).  There is also a Case opened on 07/12/25 (CAS-3325722-N1Q1N9) to address customer's issue of unit being delivered by ***** to incorrect address. Customer may be getting a call from HP ********************** representative within 2 - 3 business days.

  Regards,*******

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23632501
  
  I am rejecting this response because: I have NOT received a refund, so no, no refund was processed on 7/16. This is very conflicting information from what I have been given from **. In fact, i contacted *********** yesterday, 7/21/25, to dispute the charge. I have not received any tracking for a replacement, nor have I received a refund from **. *********** can verify this. 

  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 07/30/2025

  The ** Store executives have been alerted to reach out to the customer concerning this Order **********. An ** Store Case Manager has been assigned to address the customer's concerns. The Customer should be contacted within 2-3 business days.
  Regards,*******

  Customer Answer

  Date: 08/04/2025

   
  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. ** finally agreed that I should not be held responsible for ***** losing the package. They have sent a replacement computer. It is sad that it took this long and this much effort for a resolution, but they finally made it right. Thank you!!
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:07/21/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was receiving copier paper in the past under the all-in-one plan. Recently we stopped yesterday I don't know why I am paying $9.72 a month. I did change plans before but from what I understood the paper was still covered under the plan or even went to the my dad wanted and it showing paper on there 50 pages a month and this is not correct then it is that we misleading but will understand it mean we get somebody paper of money

  Business Response

  Date: 07/22/2025

  An HP Store Case Manager has been assigned Case ********** to address the customer's concerns. The Customer should be contacted within 2-3 business days.
  Regards, *******

• Initial Complaint

  Date:07/21/2025

  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 ** accessory monitor on Dec 25, 2024 for $294. It is the ** E14 G4 Portable monitor, Serial 3CQ33605WK and Product 1B065AA. After minimal light use in my home with no trauma or reason for damage to the monitor, it developed a black area on the display which interferes with my being able to use this effectively. This product is currently under warranty and I submitted a claim to ** Case Number **********, which included speaking directly with a representative and sending a picture of the screen. Despite this, they denied my claim. If they can't warranty the display on a monitor, what exactly is the warranty for. This is bad service, as clearly this monitor has failed within the warranty time frame. I would like a new monitor to replace the defective one.

  Business Response

  Date: 07/22/2025

  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, ******.

• Initial Complaint

  Date:07/20/2025

  Type:Billing 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 writing to formally dispute an unauthorized change to my HP Instant Ink account and to request immediate resolution.I originally purchased an ** printer from ******* and enrolled in the HP Instant Ink subscription program at Staples, opting into the $6.99/month plan. As required, I registered my printer using the ** Smart app and understood that ink would be shipped automatically when supplies ran low.Several months later, I received an email from ** instructing me to update my account information to continue receiving ink deliveries. I followed those instructions on *** website.Approximately two weeks later, I received a brand-new ** printer at my homecompletely unsolicited. I did not request, order, or authorize the shipment of a replacement printer. When I contacted ** support to report this, I was told that I had unknowingly entered into a new contract and that I would be required to pay $120 to cancel it, or continue making monthly payments.This is unacceptable. I did not agree to any new device, plan, or binding agreement. Sending me a printer without my consent and then demanding payment or imposing cancellation fees is deceptive and coercive.I am requesting the cancellation of any contract or account changes related to the unauthorized printer. ** to stop sending me emails requesting money. Written confirmation that I am not financially liable for the unsolicited printer or for any related fees.

  Business Response

  Date: 07/22/2025

  Customer is referring to **'s All In Plan. 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:07/20/2025

  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 desktop from ** on ******. Upon arrival, everything was fine. Downloaded and installed all updates. When I went to register said PC with the ** website, it was determined that the warranty on my brand new PC was already expired for over a year. I have proof of purchase upon request. Purchased on 07-10-2025. Delivered to me 07-16-2025. Warranty started *******. Warranty expired *******. I reached out to **, and was transferred to several different people. I sent in my receipt with date of purchase, and serial number. I also have an active case number on the ** website. All I have been asking for is that the warranty be given to me, since this was a brand new PC. This should not take 3-5 days to determine. I have not heard anything back from any ** Help Associate as of yet. I have been an ** purchaser for over 25 years, but this.....this is my breaking ********** is my case number: **********

  Business Response

  Date: 07/21/2025

  An HP Escalations Case Manager has been assigned to new Escalated Case ********** to address the customer's concerns. The customer should be contacted as soon as possible. 
  Regards, *******