Business Profile

Network Computers

HP Incorporated

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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

2,371 total complaints in the last 3 years.
941 complaints closed in the last 12 months.

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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:03/02/2025
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.
It has been a *********** still waiting for my printer which is covered with a warranty Sending the Defective printer to HP:You can pack your unit in any box and send it to us, we will be emailing you a pre-paid shipping label. Your description of service:I am initiating a service order to send you a replacement ******** will need to send your unit to us, and once it arrives, ** will send you the replacement.Disappointed in hp service. Im waiting for my printer rcoverrsd by warranty.
Business Response
Date: 03/04/2025
HP Escalations Case Manager has been assigned to new Escalated Case **********. The Customer will be contacted within 2-3 business days.
Regards, *******
Customer Answer
Date: 03/11/2025

Complaint: 23010377

I am rejecting this response because:
my attempts to resolve this issue have been incredibly frustrating. I was explicitly promised a replacement unit first & then I would be sending my defective one back, a promise which was later contradicted. This has resulted in significant inconvenience and wasted time, especially considering the relatively low cost of the unit ($130). I've already completed all the troubleshooting steps requested, and frankly, the continued runaround is unacceptable. Given the significant delays and conflicting information, I request that you expedite the replacement process as originally promised, or provide a full refund. Please let me know what steps are necessary to resolve this matter quickly and efficiently.

Sincerely,

***** Few
Business Response
Date: 03/12/2025
Customers comments have been documented and Case Manager alerted to contact the customer as soon as possible in regards to active Escalated Case #**********.
Regards,******.
Initial Complaint
Date:02/28/2025
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 was charged $72 versus my monthly signed plan for ***** called and advised of error and representative advised they will give me 1.99 I said no way she then advised it would be resolved in 3-5 business days when I get a call from a manager. The manager called 3 days later offered me $35 I said no thats not acceptable he said since I declined offer Ill get another call in 3-5 days and hung up on me.
Business Response
Date: 03/03/2025
** apologizes for the inconvenience, but we need more information. Please provide mailing address, Serial Number of HP printer involved and/or the Instant Ink subscription number, 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:02/27/2025
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.
Dear **,In August of 2022, I purchased a 2022 HP Pavilion 17 Laptop, (invoice attached) through ****** while my first laptop was being sent for repairs on account of faulty hinges**(invoice attached). The 2022 HP Pavilion 17 Laptop, was rarely (almost not at all) used, since once my first laptop had been repaired I returned to using it and kept the 2022 HP Pavilion 17 Laptop, stored in its manufacturer box. In February of ********************************* *****. I opted to bring the newer 2022 HP Pavilion 17 Laptop with me to my new job. As a caution, I also purchased a customer care pack prior to my departure in August (invoice attached) since I knew that my warranty was expiring. I inquired with ** customer service prior to my purchase of a care pack if my warranty could be used abroad (attached) but received no response. When I was about to depart and couldn't keep waiting, I purchased the 3 year Care Pack (invoice attached) . Since arriving, I still have rarely used my P2022 HP Pavilion 17 Laptop, since I have a work computer at my job, and mostly used it for Zoom meetings from home. However, the hinges started to separate and crack the laptop shell. I was searching for repair shops but couldn't figure out how to go about finding an ******* store in ***** (the websites are all in Japanese that are above my level of understanding). I contacted Customer Support on February 13 and was told that my Care Pack does not work abroad, but that I would get a refund for my purchase, and that in a few days I would be contacted again for support, but it is now the 28th and nothing has happened. I wrote in inquiry and still have not heard back. I am working on several major projects from home right now, and I really need my laptop to function properly. **It seems ** Laptop hinges breaking are a regular manufacturing issue (I will not attach all the websites, but I saw many complaints).
Business Response
Date: 02/28/2025
** Shopping Case Manager has been alerted to this situation and the customer should be contacted within 2-3 business days.
***************
Customer Answer
Date: 03/03/2025

Complaint: 22999104

I am rejecting this response because:
There has been no contact from ***
Sincerely,

*** ******
Business Response
Date: 03/06/2025
Notes on H355025898 indicate that ** representative was in touch with customer on March 5th, 2025. A manual refund has been processed with the customer's new card.
Regards, *******
Customer Answer
Date: 03/06/2025

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:02/27/2025
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.
Good morning. The first part of November 2024, I spoke with a Hewlett Packard technician. My 17-inch laptop/notebook had a crack on the lid, near the hinge. I wanted it repaired. I was quoted $370.00 and sent a mailing box. I sent it to HP @ *********************************************************************************************. I was issued a repair number. Weeks later a message was received that the unit could not be repaired because a liquid had been spilled on it and it would be returned. After much correspondence via e-mail, I was told to send it back to them for repair. The unit is out of warranty, thus the $370 repair estimate. I was then advised they were not going to repair it as the costs would exceed the value of the unit. A person, , ***** ****** AMS Executive Escalations Manager, called. ** will offer a $25 coupon. One of the last things she said was that when the repair team removed the computer from the shipping box, it was intact, except for the cracked lid, which is the only reason I was sending for repair. I can only assume a repair person had spilled a liquid on the unit. The unit was functional when shipped to them. When returned, the screen looked like it had been dropped and there was an additional crack in the lid. I asked them to replace it with a used/rebuilt unit and I would pay the $370 as quoted for the repair. The attached photo is how the computer screen looked when it was returned. Computer was completely functional when it was sent to **. I have emails if you require them. Thank you.****** ******
Business Response
Date: 02/28/2025
** is aware that Customer disagrees with our findings and the way the Case was handled. In this situation , ** defers to the expertise of the engineers working on the repair that had found customer induced damage. Case Managers did everything possible under those circumstances to get the repair done but the extended Care Pack warranty expired in 2022 and the damage was determined to be more than what the laptop is currently worth.
Reference case **********.
Regards,******.
Initial Complaint
Date:02/27/2025
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 OfficeJetPro 9125e printer December 29, 2024. I had no problem setting up the printer and it worked as expected for about 2 weeks. The printer then stopped printing when submitting jobs from either my computer or cell phone, despite no changes to my devices or wireless network. I went through all the normal troubleshooting steps for this type of issue. I went through online chat tech support for over on hour on Feb 13 and they were unable to solve my problem and recommended the printer be taken to a service center (but there are none near me). I called warranty support on Feb 24 to ask for a replacement. They had me do another hour of troubleshooting and were unable to solve the problem. I asked for a warranty replacement or to speak with a manager about this because, I was told I would get a call back within ***** hrs from a manager. We are now outside that window and I have heard back from them. I have wasted enough of my time trying to deal with this faulty printer and they need to either warranty replace it, send out a repair person, or refund me. Case Number **********
Business Response
Date: 02/28/2025
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:02/27/2025
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.
When I bought my Printer HP DeskJet 2752e All-in-One Printer, they offered a plan called Instant Ink, where they monitor your ink levels, usage and pages printed, and for a monthly fee, automatically send you new ink cartridges before they run out.The printer has always been extremely finicky and only works when it wants, no matter what you do to trouble shoot it. I end up resetting it, wasting ink on trial papers over and over. After a few months I didn't print as much, so I downgraded my plan to 2.99 a month. Last month, they sent me my first new cartridge in months. Since this was the first replacement and I barely print much anymore, I wanted to cancel they refuse to let me print now with the cartridges ive purchase and the printed ive paod in fiul unless i pay them a monthly plan fee. I have tried to cancel the Instant Ink plan many times (I had already downgraded and kept getting charged for "extra pages"), As stated previously just like other customers I was THEN told that I would have to RETURN THE INSTANT INK CARTRIDGES I HAD JUST RECEIVED --- AND PAID FOR!!! --- if I cancelled the plan. THIS WAS NOT DISCLOSED WHEN I SIGNED UP INITIALLY. Then, when I told ** I'd be filing a complaint and asked where the Corporate Headquarters were, THE REPRESENTATIVE WOULD NOT TELL ME!!! She also wouldn't transfer me to supervisor,just kept me on hold, pretending she couldn't find anyone. When I finally talked to a supervisor, all she did was quote the policy over and over.I don't expect ** to refund my monthly plan fees. I DO expect them to allow me to use cartridges just received AND PAID FOR if/when I cancel this plan. What they're doing is fraudulent, since these conditions were never disclosed when I signed up for the plan. i want my money back and i want to return there faulty printer its still coved by the warranty.
Business Response
Date: 02/28/2025
HP Instant Ink Case Manager has been assigned Escalated Case **********. The Customer will be contacted within 2-3 business days.
Regards, *******
Initial Complaint
Date:02/26/2025
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.
7 laptops purchased, ~Aug 2024. All units are under 3 year enhanced service (CarePack). One unit died EOY, 12/30/24. Told up to 30 days for parts avail. Recd part, bad part. Escalated, told 72 hours to resolution - no resolution. Escalated again, told 48 hours to resolution (part located or unit replaced) we're now a week out from that 48 hour clock, and little to no communication, let alone a schedule for resolution. Escalations Supervisor ********************** Ph ************ emailed and called each day this week - told still waiting for part, no replacement offered, no communication back from **
Business Response
Date: 02/28/2025
HP Escalations Case Manager is currently working with the Customer towards a resolution, reference active Escalated Case **********.
Regards, ******.
Initial Complaint
Date:02/26/2025
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.
** gave me Case#********** CRM:0101735002687 Ive been enrolled in Hps insta ink program for years. The issue is on Feb 20, 2025 I was printing and my computer indicated a printing error, so I checked the printer which said some kind of ink error. I removed the cartridges and immediately saw a puddle of ink at the inside bottom of my printer. I immediately unplugged the printer, and tried to clean the ink out with a towel, but it was too much to clean and I couldn't get my hands inside the printer's well to continue cleaning. I have attached a video for your review.I've been a customer of Hp for years, using their insta ink program and have been satisfied, so I'm hoping we can resolve this issue ASAP, because I need my printer. I have video of the damage, which i sent via email To the ** president and an executive representative (*******************************************,*********************************************,*****************************************), which Ive yet to receive a call.Ive tried calling them today several times, and I believe theyve blocked me because the auto system says they cant find my information and hangs up on me every time.The monthly service is only $10 (over $400) in the course of 3 years, but the issue is their ink broke my printer.Resolution I'm seeking is to replace my printer (model Officejet pro 6968) with the same model or an exact comparable model HP Officejet pro model 8139e or 8135e, since their ink cartridge was defective. ***I also have video, which BBB cant upload***
Business Response
Date: 02/27/2025
A new Escalated Case ********** was opened on Tuesday, February 25th and assigned to an HP Escalations Case Manager.
The Customer should be contacted within 2-3 business days.
Regards,*******
Customer Answer
Date: 03/01/2025

Complaint: 22994305

I am rejecting this response because: Hp has not tried to resolve the issue. An ** representative called me and the call abruptly disconnected within minutes. A day later, **** ******, sent me an email simply asking if he could call me to discuss the issue, didnt offer a solution in the email. I responded that I would like written communication only, so that we can resolve this issue.
The only resolution I am seeking is to replace my printer (model Officejet pro 6968) with the same model or an exact comparable model; such as, a HP Officejet pro model 8139e or 8135e, since their (HP) ink cartridge was defective. I sent everyone the pictures and video, and Ive attached them again for everyone to view.
HP has my current address to mail the printer, because Im enrolled in their ink replacement program, and have been for years.
Sincerely,

********* ***
Business Response
Date: 03/05/2025
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: 03/17/2025

Complaint: 22994305

I am rejecting this response because: HP ink cartridge was defected and caused damage to my printer and Id like to explore every legal avenue to getting HP to replace my printer with a new compariable printer to what I had or give me monetary value of my printer.
***** ****** Executive Escalations Manager (HP), is refusing to take ownership of their defective ink cartridge; however, ** has actively called me several times, repeating the same denial that they (HP) will not replace my printer.
HP seems to be evasive when they respond to BBB by only noting they will reach out to me; ** clearly does not want to put in written details about what their decision is or was, and why they made that decision under this BBB case.
I respectfully request HP add their resolution in writing under this BBB case of whether or not they will replace my printer due to their defective cartridge damaging my printer. This is not a printer warranty issue, this is a defective ink cartridge issue that damaged my print.
I hope that we can come to a resolution, if not, I will be seeking information from BBB and other Legal methods to get justice.

Sincerely,

********* ***
Business Response
Date: 03/20/2025
There may be some confusion about which printer was affected by the ink cartridge spill. There are 2 printers on the customer's HP profile:
HP ************************* Pro 9129e All-in-One Printer Serial #**********
HP OfficeJet Pro 6968 All-in-One Printer Serial #**********
There are Cases *********** & **********) for both Serial numbers with the same leaking cartridge issue.
Please clarify which printer was affected by the ink cartridge spill.
Regards,*******

Customer Answer
Date: 03/20/2025

Complaint: 22994305

I am rejecting this response because: My printer is HP OfficeJet Pro 6968 All-in-One Printer Serial #**********, this is the printer listed in all my complaints.

Sincerely,

********* ***
Business Response
Date: 03/25/2025
Customer's HP ************************* Pro 6968 All-in-One Printer, Serial #********** is over 1700 days out of warranty. This factored into the Case Manager's decision to offer a discount on a new printer, instead of offering a replacement as that model is no longer available.
Regards,
*******
Initial Complaint
Date:02/26/2025
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 new ** Envy 6055e for my home and personal use at full price. Long story short, I have been blocked from using my printer from the company because apparently my payment information is not up-to-date for their subscription service. This has happened once before and took two hours to resolve on the phone with customer service and ultimately they needed a credit card number for me to continue using my printer, I needed to print 1 page that day. As unfortunate as it is, Ive learned to keep my payment information up-to-date so that I dont have any delays when I need to print which is rarely. I do not need any ink delivered or monitored through their subscription service as I believe I am still on the first cartridge since purchasing the printer, its been a few years, and I have new ***lacement ** ink on hand. My issue is that I cannot access any account information in order to update my billing info now, and customer service has been unable to assist me in this regard. Ive tried using the ** Smart app as well as the website to access my account to resolve this, no options. I was actually told by a customer service *** that they do not handle any billing information and that I need to find another way to do it. Im currently fed up. I have a perfectly good printer that I cannot use and I must purchase another one so that I can continue using a printer in my home. I also started a small business where I frequently have to print shipping labels and am unable to do so. Launching this business was my purpose for purchasing the printer in the first place. If I could return the printer for a refund that would be ideal, but Im sure that the process will be more than a headache considering what I have been through so far. I cant believe that companies are able to take advantage of people like this. I purchased a product and I should be able to use that product until it physically cannot do the job anymore. This has been a huge waste of time and money for me.
Business Response
Date: 02/27/2025
** apologizes for the inconvenience, but we need more information. Please provide the email and phone number associated with the HP Instant Ink service as well as the ** printer Serial Number, 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:02/26/2025
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.
** has been charging me monthly fees for "instant ink" to use the ** Envy 5000 printer that I purchased. Of course, I have received no ink or paper from them. Upon cancelling the monthly "subscription" to simply use my printer, I am now UNABLE TO PRINT WITHOUT THE SUBSCRIPTION. This monthly fee is a junk fee intended to scam customers simply into paying additional, recurring fees beyond the purchase cost of the printer unit. I have already tried multiple times through customer service to troubleshoot this. ** needs to unblock the printer functionality without a subscription -- which they can easily do via software on their end -- or provide a printer replacement that does not charge useless recurring fees. This is a terrible customer experience.
Business Response
Date: 02/27/2025
HP Instant Ink Case Manager has been assigned Escalated Case **********. The Customer will be contacted within 2-3 business days.
Regards, *******

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HP Incorporated is NOT a BBB Accredited Business.