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

• 

  Hewlett Packard

  150 13571 Commerce Pkwy Richmond, BC V6V 2R2

• 

  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:03/19/2025

  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,*******

• Initial Complaint

  Date:03/18/2025

  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.

  My printer was destroyed in Hurricane ******. It was enrolled in Instant Ink. In rebuilding I forgot to unenroll in Instant Ink until March. I asked for a refund for the proceeding 6 months that I didn't use the service (they can verify since the printer was knocked offline during the storm and never reconnected). I was denied this refund by ********* on customer support.

  Business Response

  Date: 03/19/2025

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

  Customer Answer

  Date: 03/19/2025

   
  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.
  
  

• Initial Complaint

  Date:03/18/2025

  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.

  I Purchased a computer from ** in November. Computer was under warranty and broke within a month of using it. ** customer service virtually not functioning. After days of trying to reach them, I was finally able to talk to someone which took about two hours on the phone. The computer was shipped back to the manufacturer in February. The manufacturer has told me that they will repair the computer, but it will not be available until May. The computer is brand new and should have simply been replaced. ** customer service is the worst CS Ive ever experienced.They have taken zero ownership of the problem and this issue couldve been quickly resolved. I will never use this company again.

  Business Response

  Date: 03/19/2025

  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: 03/24/2025

   
  Complaint: 23080390
  
  I am rejecting this response because:

  after contacting the BBB HP finally fixed my computer. The projected repair date was May 1st.  
  

  The computer arrived and I had to spend over an hour getting ********* Office reinstalled on my computer. Thankfully, The ********* employee who I was dealing withRespond and assisted me with my issue. Unlike ** where I spent two hours on the phone and was transferred five times.  

   

  However no one from ** ever addressed the horrible customer service issues that I brought to their attention.  The one employee who I believe attempted to address my issues was obviously told not to, for some reason, by management. 
  At least, that is what I am assuming based on her email to me advising that she was going to contact an outside vendor to get my computer repaired promptly. Her follow up Email only stated that it would be best if we just waited until May to get my computer fixed.  

  HPs complete lack of customer service care and control and management are severely lacking.  Hi myself Am a retired manager Who managed a large number of employees. I wouldve never allowed such a poor performance from my employees.  
  

  HP needs to seriously look at their practices, 

   

  to keep using this app approach or business model will simply lead a failure.
  

  Feel free to read this article that I have copied  

   

  **************************************************************************************************

  .
   

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

  Business Response

  Date: 03/25/2025

  The Case Manager has offered a courtesy warranty extension to help compensate for the amount of time that the customer's laptop was being repaired. That is currently in process.

  Customers comments have been documented and Case Manager alerted to contact the customer as soon as possible in regards to active Escalated Case #**********.
  Regards,*******

• Initial Complaint

  Date:03/17/2025

  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.

  03/15/2025 to 03/17/2025 Hewlett Packard apparent attempt to "bait and switch"

  Business Response

  Date: 03/19/2025

  ** Shopping Case Manager has been assigned Case **********. The Customer should be contacted within 2-3 business days.
  Regards,*******

• Initial Complaint

  Date:03/17/2025

  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.

  Sent laptop under warranty for repairs 1-7-25. Still don't have the laptop back. I just get daily emails telling me that there is a delay. I've tried talking to support, but they say I'm not allowed to speak with the service center. I was given the original date of 2-3-25. Then 2-18-25, then 3-4-25, now it just shows delay. Agents when I've gotten through have told me 3-10-25, 3-17-25. Now the update just shows 3-31-25. They have had the laptop for 2 months. They offered to send me a refurbished one, but I purchased a NEW laptop and would just like to have it fixed, or replaced with a NEW computer with same specs. They refused to let me take it to local repair center, said I MUST ship it. Now I can't get it back and can't get an update. How long do I legally have to give them to repair the laptop. Meanwhile, when I get it back, I'm not going to have much warranty time left because they have had it for atlast 2 months. I'm beginning to feel like I'm not going to get my laptop back because the last 2 people I was able to speak with really pushing giving me a refurbished computer . I was assigned a customer service agent, but he will not return my calls now. I don't know what to do to get laptop back in working condition.

  Business Response

  Date: 03/18/2025

  A new Escalated Case ********** was opened for the customer on March 18, 2025 and assigned to an HP Escalations Case Manager.  
  The Customer will be contacted within 2-3 business days.
  Regards,*******

• Initial Complaint

  Date:03/17/2025

  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 contacted ** to disenroll from HP Instant Ink and was told that once I cancel my plan I will need to purchase new ink cartridges once the cartridges are empty. I acknowledged that to be true and common sense. However, the plan was cancelled and the next day I need to print important documents and the ink cartridges would not print. I called ** support and they insisted they told me they would not work... this is not true. They offered no viable solutions except to try to sell me back into enrolling in their scam subscription service. The customer service *** seemed amused at my troubles, which was pretty enraging. I need all of the money back that I paid for this scam subscription service.

  Business Response

  Date: 03/18/2025

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

  Customer Answer

  Date: 03/20/2025

   
  Complaint: 23076032
  
  I am rejecting this response because:

  I received a phone call from **, wherein *****, the representative, followed up by stating he listened to a recorded phone call where I was told I would no longer be able to use the ** cartridges after cancellation. However, I recall the phone call differently, and neither ***** nor ** shared the transcript from this phone call with me, so it is Frank's word against mine at this point.

  I was forced to throw perfectly full ink cartridges in the garbage. ***** mentioned that ** would have been willing to send an envelope, "allowing" me to lend ** my labor services and time in mailing these cartridges back to **, with claims of **'s "environmental awareness." However this option was not offered to me during the cancellation process, nor was ** willing to reimburse me for my labor in this matter, nor was ** willing to reimburse me for the existing ink in those cartridges that I already paid for and which ** would certainly have intended to re-use on the next victim/customer, thereby doubling their profit from this set of ink cartridges.

  ** did not offer to reimburse me for the entire amount of payment for ** Ink's fraudulent subscription service. ***** simply ended the phone call when he was done speaking.

  This matter remains unresolved.

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

  Business Response

  Date: 03/24/2025

  Customer spoke to Case Manager on 03/20/25 reference case **********. Case Manager explained Instant Ink subscription policy: 
  
  *************************************************************
  
  HP is aware that customer does not agree with the practices and polices of the Instant Ink program and the customer comments provided may help our plan coordinators to develop new policies in the future.
  Regards,******.

  Customer Answer

  Date: 03/24/2025

   
  Complaint: 23076032
  
  I am rejecting this response because my goal is not to provide charity to ** in the form of strategic corporate governance advice. My fee for such advice is far more than would be simply supplying the requested refund. Resolving the matter involves returning all money Ive spent on this scam subscription.

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

  Business Response

  Date: 03/28/2025

  The customer was aware of the terms and services of the Instant Ink program when customer signed up  - and used the service - over a year ago.  Case Manager explained the program again to customer on 03/20/25. ** considers this Case 5140194099 closed.

  Regards, *******

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23076032
  
  I am rejecting this response because: Terms are extremely lengthy and litigious, in small print, and not reasonable. This is a gotcha subscription scam service.

  Unethical business practice.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:03/15/2025

  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 replace my printer through my warranty, but I was told there was nothing they could do for me since the printer stopped working in my possessionI was in the middle of printing something when it broke, how is that my fault. I was on the phone for over an hour explaining that I just wanted a replacement..then I was told that my request for a replacement was denied and someone would reach out to me the next day , which turned out to be a lie. I am beyond frustrated and annoyed with HP Support, they are useless, I have a warranty til the end of the year, why cant I use it ? I even told them I would send it back so they could see the problem but no, that was not an option. I just want a working printer, I got this for Christmas, its only been two months.

  Business Response

  Date: 03/17/2025

  HP Escalations Case Manager has been assigned to new Escalated Case **********. The Customer will be contacted within 2-3 business days. 
  Regards, *******