Business Profile

Network Computers

HP Incorporated

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

2,369 total complaints in the last 3 years.
935 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:03/25/2025
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.
July 31st I bought a printer from ******. There was a flyer to "sign up" for ink so you never run out. The printer didn't work so I sent it back to **. They sent me a new printer which also didn't work. I wasted hours trying to print and finally went out and bought an ink cartridge which worked. I was able to print once before it stopped working again.I was on the phone and computer for a minimum of 3-4 hours with their support team to get the printer to work. Finally I was able to print a whole 20 pages (my allotment for the month). What happened to all the previous months I didn't print that were supposed to "roll over?" Now I call ** again to have them reset the printer. I wind up on the phone with a sarcastic man, who realized there was an issue with the printer and wanted to fix it. That would mean again I would have to stay on the phone with him. I do not have 4 hours once a month to sit on the phone. In the interim ** was charging me $8.62 a month for ink, which I only received one time. I have been paying the monthly bill for 8 months. Now I try cancel the plan they want me to pay $120. and send the printer back to them. What happened to the money from the original printer I bought from ******? I really don't want anyone else to fall into this scam.
Business Response
Date: 03/27/2025
An HP All-in-Plan (AIP) Case Manager has been assigned new Escalated Case **********. The Customer should be contacted within 2-3 business days.
Regards, *******
Customer Answer
Date: 04/01/2025

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:03/25/2025
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 purchased an HP laptop in November from ********From day one I noticed that the mouse touchpad was acting funny. Thought it was a fluke and proceeded to have instances where it wouldn't work or would but slow to respond.I finally decided to troubleshoot it and turns out the right side of the touchpad is defective.Lost all confidence in ** and would like a full refund.
Business Response
Date: 03/27/2025
An HP Escalations Case Manager has been assigned to new Escalated Case **********. The Customer should be contacted within 2-3 business days.
Regards, *******
Initial Complaint
Date:03/25/2025
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.
Mailed 2 Thin Client Devices under warranty repair and have proof of Delivery in January. Service order for their account has not been updated since the initial ticket opening for each. Myself and 2 others have spent countless hours on the phone on hold trying to get a hold of someone, just to be disconnected on or have the automated response stating call back later after hours on hold. On the off chance we do get someone on the phone, they or their system disconnects the call. The level of incompetence from HPE has been shocking. The state they are recording each call and ask for surveys to be completed about our satisfaction, but not sure for what, as they obviously don't pay any attention or follow up on any of it.
Business Response
Date: 03/26/2025
An HP Escalations Case Manager has been assigned to new Escalated Case **********. The Customer should be contacted within 2-3 business days.
Regards, *******
Initial Complaint
Date:03/25/2025
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.
They upgraded the firmware of my printer without my consent and blocked me to use third party cartridge. I own this printer, they cannot restrict me from using any cartridge I want to use!It's illegal!
Business Response
Date: 03/26/2025
An HP Escalations Case Manager has been assigned to new Escalated Case **********. The Customer should be contacted within 2-3 business days.
Regards, *******
Customer Answer
Date: 03/26/2025

Complaint: 23113811

I am rejecting this response because: I am not satisfied with their explanation. They said, ** recommends to not use third party cartridge. But, I purchased the printer and I have the freedom to use whatever cartridge I want; they can not block me to use 3rd party cartridge by updating my firmware (which I didn't give them permission to do the upgrade). They are illegal!

Business Response
Date: 03/31/2025
Case Manager contacted customer by phone on 03/28/25 and explained the ** policy for the dynamic security measures used to protect ** printers.
** is aware that Customer disagrees with our security measures that block non-** ink cartridges. The reason this was implemented was because for many years the ink being used in the 3rd party ink cartridges were damaging ** printers, causing clogs and leakages due to the lack of consistency of the ink 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.
Reference Case 5140616455.
Regards, *******
Customer Answer
Date: 03/31/2025

Complaint: 23113811

I am rejecting this response because: their reason is unjustified. I can sign a waiver with **. But they cannot block me from using third party cartridges. The printer is mine! I paid for it and thus I have full control over it!

Sincerely,

Gaoxiang Jia
Business Response
Date: 04/10/2025
** does not dispute that the customer owns his HP DeskJet ***** All-in-One Printer (Serial #***********. The use of a non-HP or refilled cartridge does not affect either the ********** Warranty to the end-user customer or any HP support contract with the end-user customer for the printer. However, if printer or print head failure or damage is attributable to the use of a non-HP or refilled cartridge, HP will charge its standard time and materials charges to service the printer for the particular failure or damage or for the cost to replace the print head. For HP ink cartridges and supplies and HP LaserJet supplies, this ********** Warranty does not apply to products that, in addition to other exclusions described in this ********** Warranty, have been refilled, refurbished, remanufactured, or tampered with in any way. This ********** Warranty pertains to HP ink cartridges, print heads, or HP LaserJet print cartridges when used in its designated HP or authorized original equipment manufacturer (OEM) printing device. *** limited warranty is void in the event the printer is attached to an aftermarket apparatus or system that modifies the printers functionality such as a continuous ink system.
Regards,
*******
Customer Answer
Date: 04/10/2025

Complaint: 23113811

I am rejecting this response because:
The current issue is, their firmware blocked me from using third party cartridges. Their explanation is on their warranty policy. We are talking about different things. ** should stop blocking customers from using 3 party cartridges via their firmware updates.

Sincerely,

Gaoxiang Jia
Business Response
Date: 04/17/2025
** understands customers concerns and would like to clarify that it does not completely block the use of third-party cartridges. However, HP printers equipped with Dynamic Security are designed to protect the hardware and may restrict cartridges that use non-HP chips or modified electronic circuitry,particularly if they pose a risk to the printers performance or reliability.This measure is not intended to make third-party cartridges illegal or to force customers into using HP products, but rather to ensure that printers function safely and as intended. If errors occur after a firmware update, it is likely because the third-party cartridge is not fully compatible with HPs Dynamic Security. To help avoid such issues, ** recommends using genuine HP cartridges,which are tested for quality, safety, and long-term reliability.
Regards, *******
Customer Answer
Date: 04/17/2025

Complaint: 23113811

I am rejecting this response because:

Sincerely,

Gaoxiang Jia
Initial Complaint
Date:03/25/2025
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 a Printer from ******, on their ALL-IN-ONE Plan. I read all of the information before i committed to the purchase. After one month I get an email to update my payment method. There was nothing wrong with the Debit card, It is the same card I use for the Insta-Ink-Plan. for one whole month I kept getting emails with the same statement. So I called and told them to cancel the purchase and to send me a label to return the Printer. This was the beginning of March. 1 wk later after telling them to cancel the purchase, they debited my Card for $20.92. I called and I kept getting this East Indian Guy telling me " I can't cancel the printer and that my card was no good and that I can't return it. I told him, I can cancel, I did cancel and that I want a return label. Todate they have kept the account open and keep racking up charges. I called ** support on 3/22/25 and spoke to a gentleman and he stated that i should be getting the label via email to return the Printer in 48hrs. I called 3/24.25 and I got the same East Indian guy and he asked me did i check my email, I told him they are playing games no email with the label has been sent to me and why are they keeping my account open and I cancelled it twice. I have paid once, and I am not paying any other additional charges. These people are trying to make me keep this printer. I removed my Debit card on file because they kept trying to charge my card. They kept changing my address and trying to get me to put a credit card on file when they had already charged my card. I tried to submit the supporting documents, but your website is not accepting the 2 pages. and they are pdf from the ****** website.
Business Response
Date: 03/26/2025
An HP All-in-Plan (AIP) Case Manager has been assigned new Escalated Case **********. The Customer should be contacted within 2-3 business days.
Regards, *******
Customer Answer
Date: 03/26/2025

Complaint: 23112065

I am rejecting this response because: HP HAS FAILED PRIOR TO MY COMPLAINT TO BBB AND NOT REACHED OUT TO RESOLVE THIS ISSUE. 2-3 DAYS? I EXPECT A CALL NO LATER THAN 3/28/25.

Sincerely,

******** A **********
Business Response
Date: 03/31/2025
Under Case #**********, Case Manager promptly contacted customer on the morning of 03/27/25 and explained the All In Plan cancellation policy to customer and also set up the Account Cancellation Request on customer's behalf.
****************
Customer Answer
Date: 03/31/2025

Complaint: 23112065

I am rejecting this response because: I RECEIVED A CALL FROM HP BEFORE 9:00AM IN THE MORNING ON 3/37/25.
THE CONVERSATION WAS PRIMARILY A RECAP VERSON OF WHAT THEIR CSR INACCURATE DOCUMENTATION OF MY CONVERSATION WHICH HAD NOTHING TO DO WITH INSTA-INK. IT WAS RE: MY CREDIT CARD THAT THEY STATED WAS NOT ACDEPTABLE. HOW EVER THEY DEBITED MY CARD AND TRIED TO DO IT AGAIN. I DISLIKE PEOPLE THAT TRY TO TWIST THINGS TO MAKE IT OUT TO BE BY FAULT. MY STATEMENT TO TTHE LADY OR MAN THAT CALLED ME WAS CANCELLED IN THE APPROPRIATE TRIAL FRAME AND THAT THIS CHAOS IS ON THEN. ALL I WANT IS THE LABEL AND TO BE DONE WITH THEM. ** PLAYS GAMES WITH THEIR CUSTOMERS AND THAT IS NOT ACCEPTABL WITH ME. I PAID ONCE AND I AM NOT PAYING A CANCELLATION FEES OR ANYTHING ELSE. SEND ME THE LABEL!!!!

Sincerely,

******** A **********
Business Response
Date: 04/10/2025
An HP All-in-Plan (AIP) Case Manager has been assigned new Escalated Case ********** to better address the customer's concerns. The Customer will be contacted as soon as possible.
Regards, *******
Customer Answer
Date: 04/11/2025

Complaint: 23112065

I am rejecting this response because: I RECEIVED A SECOND CALL THIS MORNING AT 8:45AM. TOTALLY UNACCEPTABLE. THIS PERSON REPEATED THE SAME THING THAT WAS SAID IN THE FIRST PHONE CALL I GOT.
STOP CALLING ME AND JUST SEND THE RETURN LABEL. I DON'T WANT TO HEAR THE LIES THAT THE CUSTOMER SERVICE PEOPLE DOCUMENTED ON MY CALLS. IT IS REDICULOUS AND I DO NOT WANT ANYMORE CALL
FROM HP. JUST SENTD THE LABEL AND NOTE: I AM NOT GOING TO PAY ANOTHER DIME. I CANCELLED IN THE APPROPRIATE TIME FRAME AND I AM DONE. HP LIES ON ALL LEVELS. THE ARE NOT TO CALL ME AGAIN
JUST SEND THE LABEL AND BYE.

Sincerely,

******** A **********
Business Response
Date: 04/17/2025
HP Case Manager contacted customer on 04/11/25 to explain that the return label would be sent to customer 04/17/25.  HP apologizes for the poor communication and early phone calls with your Case. ************* has been alerted to review your Case for possible corrective action and/or training opportunities.
Regards,
*******
Customer Answer
Date: 04/18/2025

Complaint: 23112065

I am rejecting this response because: As of today 4/17/2025. I have not received an email with the Return Label Information from ** for the Return of the Printer in my possession. Per my conversation with the Representative, I was to receive this on 4/17/2025.

Sincerely,

******** A **********
Business Response
Date: 04/22/2025
Can customer confirm that she received the return label?
Reference Case 5141394880.
Regards, *******
Customer Answer
Date: 04/28/2025

Complaint: 23112065

I am rejecting this response because: I HAVE NOT RECEIVED A RETURN LABEL TO RETURN THE PRINTER.

Sincerely,

******** A **********
Business Response
Date: 05/03/2025
** apologizes for the poor communication and service with customer's Case **********. ** management has been alerted to contact customer and provide the return label as soon as possible.
Regards,
******.
Customer Answer
Date: 05/05/2025

Complaint: 23112065

I am rejecting this response because: I WILL ACCEPT THEIR RESPONSE WHEN I RECEIVE A RETURN LABEL TO SEND THEIR PRINTER BACK.
THEY KEEP SENDING ME MESSAGE TO UPDATE MY PAYMENT METHOD. I AM NOT UPDATING ANYTHING. ALL-IN-ONE IS CLOSED AND CANCELLED AND I DON'T OWE THEM ANYTHING.
SO MY PAYMENT METHOD NOT BEING GIVEN IS THE ISSUE FOR NOT RECEIVING THE RETURN LABEL. GAMES ARE FOR KIDS.. I DONT HAVE THE TIME OF PATIENCE FOR THEIR ANTICS.

Sincerely,

******** A **********
Initial Complaint
Date:03/24/2025
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.
I have been trying to contact ** for months regarding a defective ink cartridge. The item is UNDER WARRANTY but ** intentionally prevents anyone from contact them about this. There is no avenue to file for a replacement, and every option leads to circular advice sending back to the same pages with no way to speak to a human. All they do is try to sell their scam ink subscription.
Business Response
Date: 03/26/2025
An HP Escalations Case Manager has been assigned to new Escalated Case **********. The Customer should be contacted within 2-3 business days.
Regards, *******
Initial Complaint
Date:03/22/2025
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.
The company has placed incorrect charges on my account in the amount of $227.1. I pay $66.02 each month for their plan of 1500 pages. This previous period they only allotted me 700 pages. I made them aware of the issue and was told it would be corrected. The issue was not corrected and I ultimately used the 700 pages, my rollover pages (paid for during previous months), and incurred charges for additional pages used totaling $227.71. I have contacted support numerous times to rectify this issue and they refuse. The most recent customer support agent told me I needed to pay the entire amount due ($293.33) even though I truly only owe $66.02 and I would then be refunded the amount for the incorrect charges. I explained that I was uncomfortable with that and just wanted the charges removed from the account and they refused and when I asked for a supervisor I was told I would be contacted by phone shortly after. Its been 24 hours and no one has reached out and my account still reflects a total balance of $293.33.
Business Response
Date: 03/24/2025
According to Notes on Case 5140029338 from Case Manager on 03/24/25:
"The issue is now resolved. Customer Dashboard now shows updated page plan, and the current billing cycle will be billed correctly. The past billing cycle has not been paid, so there is nothing to refund for now."
Customer please confirm interaction and resolution.
Regards,
*******
Customer Answer
Date: 03/25/2025

Complaint: 23103906

I am rejecting this response because: I have requested a bill adjustment to reflect what I owe. I have not once asked for a refund. I will continue to report ** until this is corrected. This isnt a small charge to just hope gets refunded. I have lost trust for ** and now do not believe I would even receive a refund. I only want to pay the $66.02 that I owe.

Sincerely,

****** *******
Business Response
Date: 03/31/2025
An HP All-in-Plan (AIP) Case Manager has been assigned new Escalated Case ********** to better address the customer's concerns. The Customer should be contacted within 2-3 business days.
Regards, *******
Initial Complaint
Date:03/22/2025
Type:Delivery 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.
****** Store Order #H362462442 The order is tax exempt. As with multiple cases before, we emailed ******************* with our tax exemption credentials. As a foreign diplomatic post in the *************, we are fully exempt from sales taxes in all 50 states and ***Initial Request for tax exemption was emailed on 2/5/2025. As there was no reply, another request was sent on 3/6/2025. A reply from ** was received on 3/10/2025 requesting state-specific tax exemption documents, in our case the ST-2 and ST-5 forms issued by the state of *************. I've kindly replied, with documentation from the state government that states no state form is needed when processing diplomatic tax exemption.Another reply from **, specifically from ********************** Tax Analyst III-AL ,was received on 3/11/2025 stating that they are 'validating' my certificate. Previously this took 10 days at most from the initial request. If no reply is received by 3/28/2025, we will refer this matter to the ***********************************. Your corrective action would be highly appreciated, as a long time ** customer.
Business Response
Date: 03/24/2025
An HP Sales Case Manager has been assigned Case **********. The Customer should be contacted within 2-3 business days.
Regards,*******
Customer Answer
Date: 03/28/2025

Complaint: 23102123

I am rejecting this response because: No one has emailed or called me regarding the case. We will be filing a complaint with the ************************************

Sincerely,

Bermjoon ***
Business Response
Date: 04/02/2025
Customer was contacted on 04/02/25 by Case Manager who refunded the tax to the CX for orders- H362462442 and H302649614.
Regards, *******
Customer Answer
Date: 04/10/2025

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,

Bermjoon ***
Initial Complaint
Date:03/21/2025
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 own an HP office jet printer, 8028e and have used an instant ink subscription since3 December of 2023. The service is great; this is not the problem. The problem is my debit card for payment has been compromised. I needed to cancel it. ******* has not issued another card. I wanted to change my payment information to come directly from my checking account, however, this is not an online option to update payment. Called customer service; they were not helpful. I would like to pay for my subscription but am not able to do so without using my checking account.
Business Response
Date: 03/24/2025
An HP Instant Ink Case Manager has been assigned new Escalated Case **********. The Customer should be contacted within 2-3 business days.
Regards, *******
Initial Complaint
Date:03/20/2025
Type:Sales and Advertising 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 Better Business Bureau,I am filing a formal complaint against ** for their outrageous and unjustifiable price hikes on the Instant Ink Ten Pages Plan. Over the last two years, ** has imposed excessive increases that defy logic, far outpacing inflation and offering no additional value to **************: The plan was $0.99 per **********: HP hiked the price to $1.49 per month (a 50.5% increase).April 2025: ** has announced yet another increase to $1.79 per month (an additional 20.1% increase).Total increase from 2023 to 2025: 80.8%!These staggering increases bear no resemblance to inflation, which has remained under 3% annually. ******************** HPs pricing decisions appear predatory rather than necessary, forcing customers to pay significantly more for the exact same service.What additional value am I receiving? Nothing. There are no added benefits, no improved service, and no enhancements to justify these extreme increases. It feels like ** is simply exploiting loyal customers who rely on this service.This is unacceptable. At a minimum, I am requesting that ** offer me a 12-month promotional period at no charge to offset these unwarranted price increases. If ** refuses to correct this predatory pricing practice, I urge the BBB to investigate their business conduct and take action to hold them accountable.
Business Response
Date: 03/21/2025
An HP Instant Ink Case Manager has been assigned new Escalated Case **********. The Customer should be contacted within 2-3 business days.
Regards, *******
Customer Answer
Date: 03/26/2025

Subject: Case Closure Profound Disappointment with HPs Business Practices

Dear [HP Representative],

I am writing to formally close this complaint. *** offer of three free months, while noted, does little to address the larger issue at handthe blatant disregard for customer loyalty and the egregious price increases that defy both logic and fairness.

Over the course of just two years, the cost of the Instant Ink Ten Pages Plan has skyrocketed by 80.8%, outpacing inflation by an alarming margin with absolutely no additional value provided. ** has made it abundantly clear that profit takes precedence over fairness, and corporate greed outweighs customer retention. This is not the behavior of a company that values its customers, but rather one that assumes they will simply accept unjustified price hikes without question.

The three-month concession may be HPs way of placating dissatisfied customers, but it does not erase the underlying frustration of knowing that, come April 2025, I will be paying almost double what I originally signed up forwithout receiving a single added benefit. There is no innovation, no improved service, no justificationjust an arbitrary demand for more money.

While I will not pursue this complaint further, let it be known that I remain disgusted by *** handling of this situation. I have taken note, and when it comes time to make future purchasing decisions, I will remember exactly how little HP values its customers.

Sincerely,

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HP Incorporated is NOT a BBB Accredited Business.