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

  3000 Hanover St MS1247 Palo Alto, CA 94304-1112

• 

  HP

  PO Box 5138 Lutherville Timonium, MD 21094-5138

• 

  HP Incorporated

  7 Eagle Square Concord, NH 03301

• 

  HP Incorporated

  263 Tresser Blvd Stamford, CT 06901-3236

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:03/20/2025

  Type:Customer Service 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.

  Hewlett Packard is selling printers that do automatic firmware updates, unbenownst to the customer, that won't allow a customer to use third party ink cartridges on the printer that the customer owns. The printer will not work unless a customer purchases expenses HP ink cartridges or enrolls in an expensive monthly instant ink program.

  Business Response

  Date: 03/21/2025

  **'s firmware updates include "dynamic security measures" that block cartridges using non-HP chips or modified circuitry.  The purpose of dynamic security feature is to protect *** innovations and intellectual property, maintain the integrity of our printing systems, ensure the best customer printing experience, and protect customers from counterfeit and third-party ink cartridges that do not contain an original HP security chip and infringe **'s intellectual property.

  Regards,
  *******

   

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23093854
  
  I am rejecting this response because:
  

  when I purchased my HP printer, it accepted third-party cartridges. Had I known ** was going to update firmware to reject all third-party cartridges so the customer has no choice but to purchase from them, I never wouldve bought the printer. I believe this practice violates antitrust competition laws and consumer protection laws. it would be like ***** selling a MacBook and no word processing software would work on it other than an expensive purchase from *****. Furthermore, the response the company gave is a *** response which they are sending all angry HP printer owners. I urge the company to give me a refund for my printer because this practice is wholly unfair. I am exploring how to become part of a class action suit against the company.

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

  Business Response

  Date: 03/25/2025

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

  Regards, ******* 

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23093854
  
  I am rejecting this response because it is up to me how I want to use my printer once I own it. ** makes it clear that the warranty on the printers is voided once a customer uses third party cartridges in its printers. I would like a refund for my printer because it has been completely unuseable once you locked out third party cartridges and I had to pay $279 for a new printer plus I am out the money that I paid for my HP printer. It is not acceptable to me to use highly expensive HP cartridges in my printer as my only choice when I own the printer and should be able to control how I use the printer after I own it. I have reached out to a law firm to join one of the numerous class action lawsuits brought against ** for this practice. I'm a senior on a limited income and would like a refund for my printer. It is outrageous that to use third party cartridges, I had to purchase another printer. Not only that, I spent days trying to get my printer to work. I was a lifelong customer of HP for decades. 
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:03/20/2025

  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 talked with a Supervisor and representative about an overcharge to my account of$******** was determined by the supervisor and representative that it was not my fault by it was because of a defective printer. So they were going to refund me the money for the over ********* of right now, I have NOT heard anything from Hp.I am also contacting my bank lfor further help with,

  Business Response

  Date: 03/21/2025

  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, *******

• Initial Complaint

  Date:03/19/2025

  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 upset because when I called into ** support in January I spoke to a representative about my instant ink account I had with another printer I have. Upon speaking with this lady representative she informed me that she could send me a printer with 6 months of free printing service. I agreed to have the printer sent to me. During that conversation she did not disclose what type of printing plan I was being signed up for and that I would have to pay for a paper service. Now I'm being charged for fees I was not made aware of. I don't think I should be held liable for these charges because this paper service was not discussed and I was not told I would have that service. I was just told that I would get 6 months of free printing service. I would like that to be honored. The phone call from that day should be reviewed and it will show was discussed during that conversation. This is very important to me. I should not be held liable for your company representative mistake of delivering misinformation. I just want what I was told I would receive. I would not have agreed to receive the printer if I knew this was going to happen. This a complete misrepresentation of what services I was guaranteed. This representative may not have notated that this is what was said during the conversation but it was clearly told to me that day!

  Business Response

  Date: 03/20/2025

  Customer already has an Escalated Case open. Customers comments 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: 03/20/2025

   
  Complaint: 23088586
  
  I am rejecting this response because:
  

  I still not have gotten a solution to my concern. I have not been contacted by ** today with a resolution. 

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

  Business Response

  Date: 03/25/2025

  Case manager called 3 times - once on 03/18/25 and twice on 03/21/25 - but was unable to reach the customer.  Case Manager also sent 4 emails - one on 03/18/25, once on 03/19/25, and twice on 03/21/25, but received no reply from customer.  

  Please confirm that HP has the correct contact information:

  Daytime Phone: **************

   E-mail: *********************************

  Reference Case 5140144451.
  Regards, ******* 

• Initial Complaint

  Date:03/19/2025

  Type:Customer Service 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 an ** all in plan with a monthly rental fee for a printer. I have cancelled the monthly plan as its too expensive and Ive already paid atleast double the cost of buying the printer outright. Upon cancellation, ** has demanded a $120 cancellation fee, which also costs more than the retail price of the printer itself. These practices are extremely predatory. I will be returning the printer with the prepaid label promised by **, but this fee needs to be waived.

  Business Response

  Date: 03/20/2025

  An HP All-in-Plan (AIP) Case Manager has been assigned Escalated Case **********. The Customer should be contacted within 2-3 business days.
  Regards, *******

• Initial Complaint

  Date:03/19/2025

  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.

  I purchased an HP printer from the marketplace and spoke with several ** representatives for assistance with setup. After 1 hour and a half and several different representatives,I was informed that because it was purchased from a third party, they would not assist **** requested several times to speak with a supervisor, but he refused and said it was unnecessary. I asked to take over the subscription or to be able to purchase ink, because the printer said to only use hp ink. I was refused as well

  Business Response

  Date: 03/20/2025

  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: 03/20/2025

   
  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:03/19/2025

  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.

  Ordered HP laptop on 24APR2024; received it 13MAY2024. IT NEVER WORKED. Contacted ** about the issue, but I was already outside of the 30 days they give you, so they said they could not do a warranty exchange and instead would have to troubleshoot with tech support. Didn't have time, so I contacted them MONTHS later in late January 2025. Once again advised them of the issue. Over the next few weeks did HOURS of troubleshooting over the phone with technicians. None of the troubleshooting worked. It was determined that I needed to ship my defective unit to them for repairs, and I was "ASSURED" that it would take 4-5 business days to repair. They received my device ********* and gave me an expected delivery date of 21FEB2025. On 25FEB2025 (4 days after original expected delivery date), they emailed me a new expected delivery date of 03MAR2025. On 03MAR2025 they emailed me a new expected delivery date of 17MAR2025. On 14MAR2025 they emailed me a new expected delivery date of 31MAR2025. And in between all of these dates that keep getting pushed back further, I have had MANY conversations with customer service. The last two calls in particular, I have informed them that I REALLY need my laptop back for work, and they continually assure me that a supervisor will call me back (and they never do). I feel like I have been patient enough. It's a $613.94 laptop for crying out loud, and ** is a $27 billion company. I just want my money back or just give me a new laptop at this point. It's already been over one month, and they keep assuring me that it will be done by a certain date, and then that date gets pushed further back every time. And they keep assuring me that a supervisor will call me back, and they never do. I really can't believe ANYTHING they say anymore. I used to work in IT. It NEVER took over a month to repair a laptop, and if it was going to take long, we just replaced it with a new one. That's all I'm asking. I just want a working laptop or my money back.

  Business Response

  Date: 03/20/2025

  Customer already has an Escalated Case open.  Customers comments 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: 03/20/2025

   
  Complaint: 23084052
  
  I am rejecting this response because: this is exactly what they have been telling me for over a month now.  This complaint/escalation has changed absolutely nothing.  They keep telling me that it's been escalated and a manager/supervisor is going to contact me, and they don't.  Now they are telling you, BBB, the same thing.  What does that change?  Anyone can SAY they're going to do something.  In this case it's having a manager contact me.  I don't need them to SAY it anymore.  I need them to just DO it.  Stop saying you're going to contact me, and contact me.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 03/25/2025

  According to the Notes and Call log for Case **********, Case Manager contacted customer by phone on 03/21/25 and the Case Manager explained that the ************** has until 03/31/25 to deliver the repair.  If date not met, Case Manager and customer will discuss replacement options.

  Customers comments have been documented.

  Regards, ******* 

  Customer Answer

  Date: 03/25/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:03/19/2025

  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.

  I purchase HP printer at best buy. When installing & setup printer. I was offer to buy a plan to run the printer. Plus in the plan there a warranty that's good until 2026. Past 4 months having problems with paper feed. Man what a run around you get like it's a game from them. Say need to enter my computer by remote. NO WAY thats happening. So they can,t replace printer for a paper feed problem. When printing on the third or forth print, it feed stop half way, if can catch it time you can continue printing, if not you have to push paper down, as you push the blinking light to continue. This can be a pain when printing. Also they ran my time past factory warranty to lead me on to beleave I was going to get a replacement printer. Which my factory warranty ended in feb 26 2025. Now I had or being cancel. On march 28th 2025. regarding all of this matter. Plus in april i'll be chage another charge. Mine you im cancel march 28 2025 Mmmmm. Very nice how a company can run your life with a printer & then punish you. Still no replacement. Only to remind you It's only a printer.. Shame on the corporate world we have.

  Business Response

  Date: 03/20/2025

  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:03/18/2025

  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.

  Back in the year of 2024 I had a printer that was not working and under warranty I got it replaced. I was off for sixmonth of instant ink trial, which I agreed to I wasnt able to use my printer because I was still having issues now in March 202 Im getting charged for instant ink for something that was never using, and I was told by numerous of representatives that my subscription was paused. Im currently using my own cartridges And I restarted the subscription. Which I was granted in another six months and I keep getting charged on my credit card for seven dollars and some change which I never agreed to after speaking to numerous of customer service representatives no one seems to be helpful or try to give me a resolution or try to refund me I spoke to a as of today And she said that these are two pending transactions that were back in 2024, which I indicated to her that these were charges for something I never utilize. I asked her to refund me and she failed to do so.

  Business Response

  Date: 03/19/2025

  An HP Instant Ink Case Manager has been assigned Escalated Case **********. The Customer should be contacted within 2-3 business days.
  Regards, *******

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 23083681
  
  I am rejecting this response because: I dont accept this due to the fact that the manager that Ive been talking to has failed to refund me, and I asked her that I need to speak to her supervisor and she failed to do so I have indicated numerous of times that I have not used our services more than two years and I didnt give anyone permission to charge my credit card Im asking a full refund on my account and she failed to do that. 
  
  Sincerely,
  
  ****** *****-******

  Business Response

  Date: 03/25/2025

  Case Manager contacted customer by phone on 03/20/25 and by email on 03/21/25.  Case Manager emailed customer the ********************** Ink Terms of Service which state that the Instant Ink subscription remains in place and is charged monthly until and unless the customer cancels the service.

  Customers comments 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: 03/25/2025

   
  Complaint: 23083681
  
  I am rejecting this response because: I understand the terms and condition but I updated my card and never gage permission for my card to be changed therefore it was unauthorized and I need my money back 
  
  Sincerely,
  
  ****** *****-******

  Business Response

  Date: 03/27/2025

  Case Manager has not responded yet to customer's last post.  Customers current comments 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: 03/28/2025

   
  Complaint: 23083681
  
  I am rejecting this response because: the same manager keeps closing my case she rude and doesnt want to refund me 
  
  Sincerely,
  
  ****** *****-******

  Business Response

  Date: 04/01/2025

  Case Manager has not contacted the customer since 03/21/25, although the Case is still open.  HP apologizes for the poor communication and service with customer's Case. Customers comments have been documented and Case Manager alerted to contact the customer as soon as possible in regards to active Escalated Case #**********.  HP management has also been alerted to review customer's Case for further action. 

  Regards, *******

• Initial Complaint

  Date:03/18/2025

  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.

  March 14, 2025 we received an invoice for $13.48. ** advertises that the fee is $11.99. This is per month for 36 months. If we cancel, we incur a penalty of $180 or $270 - it is not clear which fee.They are falsely advertising the price and saying it is plus tax, but the invoice they sent had only $.31 for tax. They inflated the other numbers, specifying no tax on $10.06, but $.31 tax on $3.11. Over 36 months this adds up. This was only our first month, and I want to cancel, but do not want to pay the early cancellation fee. Please help.

  Business Response

  Date: 03/19/2025

  HP Escalations Case Manager is currently working with the Customer towards a resolution, reference active Escalated Case 5140207682.
  Regards, *******

  Customer Answer

  Date: 03/19/2025

   
  Complaint: 23078554
  
  I am rejecting this response because:

  I have not heard anything yet. 
  
  Sincerely,
  
  ********* ********

  Business Response

  Date: 03/24/2025

  The Case Manager called the customer twice - once on 03/19/25 and once on 03/21/25, reaching the customer by phone on 03/21/25.  Case Manager also sent an email to customer on 03/19/25.

  Customers comments 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: 03/26/2025

   
  Complaint: 23078554
  
  I am rejecting this response because:

  On 3/19 I called back and was told I could not be connected with the department which the complaint had been escalated to. The I called another time in 3/20 and then  finally they called back 3/21.  
  The problem is I keep repeating to them that they are fraudulently advertising and charging a different fee after the free trial and then impose a cancellation fee after you see their charges. The only response I receive is that they will escalate this. 
  

  I would like to cancel and not be charged the cancellation fee. 
  

  Please help! Thank you for all your time and efforts .

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

  Business Response

  Date: 03/28/2025

  According to the notes on 03/21/25 for Case 5140207682, the Case Manager is waiting to get approval for waiving the cancellation fee for customer.  Customers comments have been documented and Case Manager alerted to contact the customer as soon as possible.

  Regards, *******

  Customer Answer

  Date: 04/03/2025

   
  Complaint: 23078554
  
  I am rejecting this response because:

  because I have still not received a reply  

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

• Initial Complaint

  Date:03/18/2025

  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 purchased a new Hewlett Packard 8122e printer in Jan./2025. The driver assigned to this printer by ** will not work. I have called HP tech support five times trying to speak with anyone that speaks 'understandable' English. These so called 'agents' have such broken English you simply can't understand them. When I requested to be transferred to a US based customer service agent and I was hung up on! Gee, big surprise. There is simply no means to speak with someone at ** tech support that speaks understandable English. This is utterly deplorable customer service from a company like **. I need an HP tech person that speaks English to contact me. ** has really hit rock bottom by farming out their customer service to non English speaking customer service agents! This STINKS!!!

  Business Response

  Date: 03/19/2025

  ** apologizes for the inconvenience, but we need more information. Please provide the Serial Number for the ** ***** printer in question and any related ** case numbers so we can further assist with your issue.

  Please note:  Serial number is 10 digits, letter number combination, no dashes or spaces; usually located on the back of the printer near the bar code.
  Regards,*******