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

• 

  HP

  PO Box 5138 Lutherville Timonium, MD 21094-5138

• 

  Hewlett-Packard Financial Operations

  585 South Blvd East Mail Stop 1A Pontiac, MI 48341

• 

  Hewlett-Packard Company - Sales & Support Office

  11003 Bluegrass Pkwy Ste 500 Louisville, KY 40299-2394

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:03/14/2025

  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.

  JULY ******* $694.43 WARRANTY see attached

  Business Response

  Date: 03/17/2025

  On March 12, 2025, customer's issue was escalated to the highest level and assigned to a Case Manager on our Executive Escalations team (Case #**********).  Case Manager is currently
  working with the Customer towards a resolution.

  Regards, *******

  Customer Answer

  Date: 03/21/2025

   
  Complaint: 23068104
  I am rejecting this response because HP is refusing to replace my computer following nearly two months of ongoing diagnostics and delays. During this time, I have incurred significant inconvenience and financial impact, including costs for IT services, equipment rental, and the loss of time and productivity.
  To date, ** has not provided relief or compensation for these issues, nor has it offered a timely and adequate resolution. Given the prolonged nature of this matter and HP's inability to repair or replace the device within a reasonable timeframe, I am requesting that HP:
  Replace the defective computer immediately;
  Provide compensation for incurred IT service fees, equipment rental costs, and time lost due to the defective product and prolonged delay.
  I expect ** to resolve this issue promptly and to act in good faith to make me whole.
  
  

  Business Response

  Date: 03/24/2025

  Case Manager has been in touch with customer both by phone (on 03/17/25) and by email since taking over the Case from a previous Case Manager (emails sent: 2 on 03/17/25, follow *** on 03/18/25, 03/19/25, 03/20/25 and 03/24/25 - the last two, as of 03/24/25 are unanswered by customer).  Despite customer threatening legal action through small claims court, Case Manager still offered the quickest and best resolution of having our engineers examine the unit and providing a repair covered under the customer's warranty.  Customer has not responded to the last offer made 03/24/25 on this still active Case #**********

  Regards, *******

  Customer Answer

  Date: 03/28/2025

   
  Complaint: 23068104
  
  I am rejecting this response because:
  

  However, HP's claim that I have not responded is misleading. On March 18, 2025, I sent a detailed email to Ms. ****** outlining the ongoing issues, including damages caused by their technician, replacement part delays, unanswered questions about compensation for IT services and rental costs, and the general lack of resolution despite weeks of back-and-forth.
  To date, ** has not responded to that email, nor have they provided answers to my specific and reasonable questions, such as:
  What is the remedy if their investigation deems the product defective?
  What compensation will be offered for the time, expenses, and inconvenience Ive endured?
  Moreover, HPs assertion that I did not return a phone call is disingenuousI simply replied to a call they placed. I also asked for clarification on the best number to reach Ms. ******* which was ignored.
  If ** genuinely seeks resolution, they should address the concerns raised in my March 18 email and stop deflecting responsibility. I remain open to resolving this matter, but not through empty gestures or extended delays.
  

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

  Business Response

  Date: 04/07/2025

  **'s legal department has informed that customer has filed a small claims case against HP.  Any negotiations or offers made during the course of customer's interactions with Case Manager(s) are no longer valid or binding at this time and previous Case ********** was subsequently closed due to this action.  Should customer reconsider this legal action, a new Escalated Case would have to be created on customer's behalf.
  **************** 

• Initial Complaint

  Date:03/14/2025

  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 an All-In-One Office Jet 8022 printer on 3/23/23 at ******* in ***********, **. The Printer worked well until 10/10/25. The printer's screen stated that 1 or 2 ink cartridges were faulty or not genuine HP products. I replaced all the cartridges, yet the screen kept showing the same message. I called HP customer service 4 times to no avail. Last week, the tech ordered a new black ink cartridge for me, but I never received it. Today, 3/13/25, I worked with a tech named Sagar. He inspected the printer and the cartridges on camera and tried to reset the device, but nothing worked. He advised me to seek a replacement at ******* in ***********. ******* refused to exchange the printer. The printer is still under warranty. I want an exchange! I bought the device in good will since I used HP printers for over 25 years, and I believe I deserve it.

  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, *******

• Initial Complaint

  Date:03/13/2025

  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 have a service called Instant Ink. Where you pay monthly and your ink ussage tracked and ink sent out when ink is low. My ink has not been tracked correctly and when they send my ink it is not in a timely fashion. I reached out and they expedited an order to reach me sooner and they sent me the worng ink and all they can offer is to resend it and I have wait an additional 2-3 days which puts me past my deadline to get my work done. Causing me to have to go make an independent purchase outside of them and I am still going to be required to pay my monthly fees. They are careless and nonchalant about the seriousness of this issue. Not to mention when I reached out today I received erroe messages that the chat was not available when I stated I was upset. Once i stated a different issue the chat magically started working. Payment is a monthly charge.

  Business Response

  Date: 03/14/2025

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

• Initial Complaint

  Date:03/12/2025

  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 printer using HP All-in-One Plan in October 2024. I called for assistance in setting up printer as it was not printing double sided pages. I talked with many people over days and hours trying to resolve the problem. No one could fix it, so I asked to return it and get a second printer. I specifically asked ** to check it out before sending the printer to be sure it printed double sided. Obviously they did not do that as this printer had the same issue. Again I spent hours trying to see if someone could fix this printer's problem. I sent email after email asking for the status of my refund. It was not given to me. I was told that my case had been escalated twice. It is now March 12, 2025 and I was just told today when I called that my claim was denied because I did not cancel the plan in time! I deserve a full refund from this powerful company. After all the time and effort I put into resolving their defective printer problem, I cannot figure out why ** is so uncooperative. I have not submitted any evidence as ** already had recordings of all my conversations and copies of all emails between us.

  Business Response

  Date: 03/13/2025

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

• Initial Complaint

  Date:03/12/2025

  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.

  Several months ago, I purchased a Hewlett Packard desktop computer directly from H-P.. ********************************************************************************* Upon turning the device on, I received a pop-up box telling me that some sort of DTS system (that deals with the device's audio) was not working. Each time I tried to minimize the box, it would re-appear. I called H-P tech support four times. Each time, they had one of their people "take over" the computer and go through a number of diagnostics. And, each time, the technician failed to fix the problem. I asked H-P for either money back or a new computer. (I would mail the old one back to them.) But each time, they refused. When customer service would call (sounds like from *****), they would "talk over" me and no one could understand what the other was trying to say. As previously mentioned, this has taken FOUR months so far, but the computer is still under warranty. Would just like a new computer or my money back. Thank you for your time.

  Business Response

  Date: 03/13/2025

  Customer refused the offers for a free repair, which is the option available for the standard manufacturer's warranty.  Furthermore, the customer was abusive and insulting to the HP Case Manager as evidenced by the emails on record.  

  Reference **********.
  Regards,*******

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 23056943
  
  I am rejecting this response because:  The computer is under warranty.  H-P has had FOUR technicians "take over" the computer and have failed to fix the problem.  Offers to repair simply do not work since H-P has had 4 opportunities to repair and have failed.  Regarding the abuses, the **** from ***** do not know how to listen.  When I attempted to speak with them, they would talk "over" me and so after several attempts at reasoning with them, I ask them to "shut up" when I was speaking and that I would "shut up" when they spoke.  This suggestion failed.  Also, a company should stand behind their products regardless of what "style" of conversation arises.  "We're not replacing his computer because he talked mean to us" is not an excuse.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 03/19/2025

  Abusive behavior from customers is always taken into consideration when considering opening up a new Case for escalation.  Also, tech troubleshooting does not qualify as a repair.

  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:03/12/2025

  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 placed my order on January 25, 2025. At the time of purchase the system was supposed to ship by February 24, 2025. My order has been "in queue" since the time of purchase. The order was not shipped by that date. They changed my shipment date for another month. My order is still "in queue". customer support has lied to me numerous times. They do not have the parts for systems they are selling. They refuse to refund my money and cancel the order. They also refuse to ship another system that is available to ship that is of equal or lesser value and refund the difference. They offered to ship a different system only for them to refuse at the last second after I agreed on a suitable system. They have held my money hostage long enough.

  Business Response

  Date: 03/13/2025

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

• Initial Complaint

  Date:03/12/2025

  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.

  The current ink plan that I am charged for says 300 roll over pages but I am only allotted 150. I know that if they used the roll over pages from the previous month, I should have 224 pages. The plan increased it's pricing without notification and now, even though the overview of the plan has not changed, they feel that it is only to not live up to the plan that I am paying for. I tried contacting ** but one case was closed immediately - ********** CRM0096406008646 And another case has been open but they have not contacted me or responded to any e-mails -Case number ********** CRM *************

  Business Response

  Date: 03/13/2025

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

  Customer Answer

  Date: 03/16/2025

   
  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.  It was really my mistake, I misunderstood how the items were calculated.
  
  Sincerely,
  
  ********* ***-*******

• Initial Complaint

  Date:03/12/2025

  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 have been using this service since 2021. At first they sent 2 cartridges in the first year. Then, one cartridge for 2022, then nothing for 2023. And finally one on Feb. 2023. The issue is that they tell you if you pass over a certain amount of pages, you will have to pay extra for the pages you have printed..so they want you to subscribe for a bigger package.I cannot print on my printer as of March 9 2025. It is saying it ran out of ink. They say that they send you ink way before your printer runs out it. I called and they said they will expedite a cartridge. When I saw the order had no tracking number 2 days after the fact, I called and they said "expedited" means 4-8 business days!!!This is definitely a SCAM!!! I want my money back all that money I wasted for a "subscription" is nonsense! I could have simply purchased my own cartridge. Help!

  Business Response

  Date: 03/13/2025

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

• Initial Complaint

  Date:03/11/2025

  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 printer from ** am year ago to replace a printer I purchased from the HPcompany prior that the warranty had expired on. I am an insta- ink subscriber which allows the printer to stay connected and you never run out of ink and with the paper subscription I have 500 page print subscription a month. The subscriptions are accurate and I am billed $19.00 with tax $21.00 a month. while trying to connect the printer I am receiving an error message that I am not an insta-ink subscriber then another error that says the printer is not online. I have made several calls and several service tickets have been made to resolve this matter. I have even requested to speak with a supervisor and have been denied by the customer service agents of **. I need to know if what's preventing my printer from connecting is warranty related since the printer is covered, so this issue can be resolved. At this point ******* has sent a case of insta-paper and ink is on the way. Why are they sending these things and my printer will not connect? ******* assist in this matter.

  Business Response

  Date: 03/13/2025

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

• Initial Complaint

  Date:03/11/2025

  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.

  Subject: Complaint Against ******* Deactivation of Printer Ink After Instant Ink Subscription Cancellation Dear BBB Representative,I am filing a complaint against ******* regarding their Instant Ink subscription service and the unfair business practice of remotely deactivating ink cartridges that I paid for after canceling my subscription.Summary of the Issue:I was enrolled in HPs Instant Ink subscription program, which provides ink cartridges as part of a monthly plan.I paid for this service, believing that the ink supplied was mine to use.Recently, I canceled my Instant Ink subscription because I do not print often and no longer required automatic refills.After cancellation, my HP printer refused to print and displayed an error message stating:The indicated cartridges cannot be used until printer is enrolled in HP Instant Ink.The printer locked me out from using the remaining ink in my printer, including cartridges that were still full.Why This Is **************Consumer:I paid for the ink through the subscriptionHP should not have the right to disable ink that I already purchased.** did not disclose clearly that canceling the subscription would disable any remaining ink. This practice is misleading and deceptive.This effectively forces customers to stay subscribed or waste money buying new ink, amounting to a form of digital hostage-taking.Other companies do not use this anti-consumer practice, making **'s policy particularly exploitative.Desired Resolution:I request HP to:Unlock my printer and allow me to use the ink I already paid for.Provide a full or partial refund for the Instant Ink cartridges they remotely deactivated after cancellation.Commit to changing this deceptive practice and providing clear, upfront warnings to customers before they subscribe.I appreciate the BBBs assistance in addressing this matter. If necessary, I am prepared to escalate this complaint further. Please let me know how I can proceed.

  Business Response

  Date: 03/12/2025

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

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 23048714
  
  I am rejecting this response because: Upon further investigation and a phone call with HPs Executive Escalations Manager, I was told that:
  "You are not paying for ink itself, but for the right to print."
  "Instant Ink cartridges are disabled after cancellation."
  However, *** website does not clearly disclose this policy before signing up. Instead, the Instant Ink webpage advertises the service as follows:
  "Never run out and save up to 50% with HP Instant Ink."
  "Your printing service includes: Original HP ink."
  "Change, pause, or cancel with no additional fee."
  Why This is Misleading & ******************************* ** presents the service as a way to purchase ink as part of a subscription, but never clearly states that ink will be disabled upon cancellation.
  Lack of Transparency: The crucial detail that users do not own the ink they receive is buried in the *** section instead of being clearly disclosed before sign-up.
  Forcing Additional Purchases: HP remotely disables Instant Ink cartridges after cancellation, effectively forcing customers to purchase new cartridges immediately to continue using their printers.
  Holding Customers Hostage: ** uses digital rights management (DRM) to disable ink that has already been paid for, making it unusable outside the subscription.
  Resolution Sought:
  I request HP to:
  Clearly disclose in their advertising that Instant Ink cartridges are remotely disabled after cancellation and that customers do not own the ink.
  Issue a refund or credit for the disabled ink cartridges that I already paid for.
  ***** customers to use the ink they have already received until it runs out, even after canceling the subscription.
  This business practice is deceptive and anti-consumer, and I believe ** must be held accountable. If ** refuses to resolve this issue, I will also escalate my complaint to the ************************ (***) and state attorney generals office for misleading advertising.
  I appreciate the BBBs assistance in addressing this matter. Please let me know the next steps.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 03/14/2025

  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: 03/19/2025

   
  Complaint: 23048714
  
  I am rejecting this response because: I am following up on my complaint (Complaint No. ********, Matter No. 2025-0710674) regarding **s Instant Ink subscription service. I understand that ** has provided a response to your office, and I would like to request a copy of their response for my records. Additionally, I would appreciate an update on the mediation process and whether **s response sufficiently addresses my concerns.
  To further support my claim regarding misleading marketing practices, I have attached an image of the ** OfficeJet Pro 8025e printer box, which highlights the 6-month Instant Ink promotion. Nowhere on the visible packaging does it clearly state that:
  Customers do not actually own the ink provided through the subscription, even though they pay for it.
  Ink cartridges will be remotely disabled upon cancellation, even if the customer still has available pages in their plan.
  These restrictions are not made clear upfront, leading to consumer confusion and frustration.
  **s response to me has been dismissive, stating that their Terms of Service justify these actions. However, my concern is that these terms are not clearly disclosed at the time of purchase or on the product packaging, misleading consumers into believing they are receiving an ink supply they can continue to use.
  Since ** has now informed me that they are closing my case without resolution, I would like to understand what further actions I can take to hold ** accountable for its deceptive marketing. If additional documentation or details are needed, I am happy to provide them.
  I appreciate your time and assistance in this matter and look forward to your response.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 03/24/2025

  HP stands by it's Instant Ink Terms of Service:

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

  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,*******