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

2,369 total complaints in the last 3 years.
938 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:05/19/2025
Type:Sales and Advertising 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.
Ive been a loyal ** customer since 1990. Purchased a brand new computer on May 12, 2025. My purchase was contingent upon a $400 rebate program. I bought a high-and model and paid $960 for it. It arrived and within minutes of turning it on, it crashed. It continued to freeze and crash several times for the next few hours, but I trust **, so I kept working at it. This weekend I went to apply for the rebate, and the forms were difficult to find and fill out. This is inconsistent with the rest of their website. Hours later, when I finally had everything filled out, the form requested a "promotion code", and it wouldnt let me apply for the rebate without it. The problem is, the Rebate Promotion had no code. I searched for hours, I had other people searching, too, I Googled it, I tried calling... There's no code anywhere on their site, and therefore, a consumer isnt actually able to obtain this rebate. Im a Consumer Affairs Investigator for the State of **********, and this is a text book example of an ad, intentionally arranged to deceive a customer and obstruct them from making an educated and informed purchase.
Business Response
Date: 05/20/2025
An HP Store Case Manager has been assigned Case ********** to address the customer's concerns. The Customer should be contacted within 2-3 business days.
Regards,*******
Customer Answer
Date: 05/27/2025

Complaint: 23349806

I am rejecting this response because:
Several days after I purchased the *** and after I filed a complaint with the BBB, I did finally receive a promotion code from **. However, that was only after I had already invested several hours into trying to obtain the rebate.
Anyone can see how this would be frustrating and inappropriate. Their website is COVERED in promotions about that rebate program, so they certainly couldve listed these details in their advertisements. In addition, the ** continues to crash and it's clearly a brand new, $900 ** that's defective. *** response today was "If you have a problem in the future, you can contact me directly".
So the customer care representative who they assigned to handle a BBB complaint, didnt even ask about repairing the broken **. It was all very generic and careless. ** made no attempt at correcting the issue, nor did they show any sympathy for what they caused me.

Sincerely,

*** *******
Business Response
Date: 05/30/2025
** apologizes for the perceived lack of empathy shown by the Case Manager. However, it wouldn't have been logical for the Case Manager to offer the customer a repair for a desktop that customer had already returned a full week before Case Manager contacted customer about the $400 rebate program.
Regards,
*******

Customer Answer
Date: 06/03/2025

Complaint: 23349806

I am rejecting this response because:
HP is and always has been a premier company, but this PC was not built to the quality standards that have always been in place. This incident was no accident, it's the result of cutting corners, and **'s generic response is proof that the company is no longer the iconic PC leader that it used to be.
I expect nothing from **, and as a teacher for the New Jersey Division of Consumer Affairs, I'll use this experience regularly as an example of "How NOT to do it" for the community.
I have no issue taking my business elsewhere, and recommending that my friends, family, community, and followers do the same.
Respectfully,

*** *******
Business Response
Date: 06/06/2025
HP values customer feedback and will share the customer's comments with our engineering and design teams to help guide future improvements.
Regards, *******
Initial Complaint
Date:05/19/2025
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.
Date of the transaction: 4/1/25 Amount paid: $6,542.05 The date of arrival of my HPE Proliant ML110 was set for 4/11 ahead of schedule for my migration to a new office on the 30th. When it was shipped via *****, the date of arrival changed to the 15th. When the 15th came and went, I scheduled an investigation. The ***** team investigated the matter for about 1 1/2 weeks before stating that the product was lost and that I needed to bring it up with my shipper.I reached out to HPE Support who once I described the situation, directed me to their sales team to investigate further. Unfortunately, the number listed on their site leads to an auto-attendant that once prompted never finds an available associate. That said, the first time I called, I hung up, but the second I left a message for that team explaining the issue. Days past and still no response from that team. I tried calling again and was again informed that no associates were available.After completing my migration without the hardware I needed, I reached back out to the support team again. I described what I went through and the associate told me that they would direct me to the proper channel. When they transferred me, I got a response from the auto attendant stating that something wrong had occurred and that I should try my call again later.I've been working in the IT field for nearly 2 decades and this is by far the worst customer support I've received. I need *** to do the right thing and either ship me my product or give me a refund.
Business Response
Date: 05/20/2025
This forum is reserved for ******* and consumer customers only. This is an HPE issue for commercial customers and customer would need to contact HPE Customer Support:
HPE Support **************
**********************************************************************
Regards,*******
Customer Answer
Date: 05/20/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and while their response is another example of their poor support channel, I was able to get ahold of the 3rd party that handled the shipping of this product. They were fantastic and resolved the issue quickly. The issue is now resolved.

Sincerely,

**** Dangerstone
Initial Complaint
Date:05/19/2025
Type:Product 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 am filing this complaint due to *** continued failure to fulfill a warranty replacement for a business monitor and the unacceptable lack of communication and accountability throughout the process.Upon my original support ticket, I was informed that my replacement would arrive within 23 business days. Instead, after hearing nothing for over a week, I decided to call ** support and was told the item was on backorder with no estimated time of arrival. I contacted ** Parts multiple times for updates and received inconsistent and inaccurate information. On May 6th, I was told by a representative that the replacement would ship the next day. That did not happen.When I called again to follow up, I was informed it was still on backorder contradicting what I had been told the day prior. I was then directed to send an email to an HP support address, which I did promptly and turned out to be an email that does not exist. I then reached back out to ** Parts in which I received another HP backorder support email, which I reached out right away. As of today, I have received no response, after multiple emails.This monitor is essential to our day-to-day business operations. We have now been without it for almost a month, and ** has not provided a clear resolution, replacement, or reliable timeframe.I have made multiple attempts to resolve this matter directly with HP, and I feel that I have been ignored and misled throughout the process. Their customer service has been unhelpful, and in one instance, the representative I spoke with was notably rude and dismissive.
Business Response
Date: 05/20/2025
An HP Escalations Case Manager has been assigned to new Escalated Case ********** to address the customer's concerns. The customer should be contacted within 2-3 business days.
Regards, ******.
Customer Answer
Date: 05/20/2025

Complaint: 23349338

I am awaiting to hear from an ** representative. Until then, I want this complaint to remain open.

Sincerely,

****** *****
Customer Answer
Date: 05/22/2025
This complaint is not yet resolved. I am awaiting a replacement product still. This was supposed to arrive by April 28th-29th. It is now May 22nd, and still no warranty replacement product.
Business Response
Date: 06/02/2025
The notes on Case ********** on May 29, 2025: "The unit has been shipped today under ***** tracking #************" As of 06/02/25, tracking not showing movement. Customers
comments have been documented and Case Manager alerted to contact the customer as soon as possible.
Regards,
******

Customer Answer
Date: 06/02/2025

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:05/19/2025
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 bought a brand new printer to use for my business that cost me over $150. I tried the instant ink service they this "company" offers and it wasn't that great so I canceled it and when I went to use my printer I came to find out the I am REQUIRED to be in a monthly subscription in order to use the machine that I bought with my money. So now I have a huge $150 paper weight that is locked behind a subscription and constant access to the internet. This is completely unacceptable and I want a full refund for this piece of junk. I bought the printer in January and had a 3 month instant ink subscription then used it one month after that. Now I am trying to print items off for my business and I can't. So now my business is being affected because I have to go buy another printer that isn't being held hostage by the company. This is criminal and shouldn't be allowed, I will be seeking legal advice on this matter as well unless I am reimbursed fully! Not one thing said anything about a REQUIRED monthly subscription in order to use the device that I paid for and now own.
Business Response
Date: 05/20/2025
** acknowledges the customer's experience, however we did not find a customer profile under the name, email, or phone number provided. ** needs more information to proceed with assistance. Please provide a mailing address, HP printer serial number, and related case numbers so that we can further assist with your issue.
Regards,******.
Initial Complaint
Date:05/19/2025
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.
Was gifted a Hewlett Packard printer by a family member. My son set it up, with it came 3 months of free ink jets. The first order is placed by **. Problem is you are on auto renewal and the minute you cancel, the ink jets are shut down and will not work. I don't appreciate auto renewal on anything, it's basically the person you selling product is hoping you don't pay attention and get overstocked at your own expense. Sorry, that's taking advantage of people. So now I have 2 useless ink jets that ** will not turn on.
Business Response
Date: 05/20/2025
Customer already has an Escalated Case open. Case Manager attempted contact with customer on 05/20/25. Customers comments have been documented and Case Manager alerted to contact the customer as soon as possible in regards to active Escalated Case #**********.
Regards,******.
Initial Complaint
Date:05/18/2025
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.
this dumb printer has madly inconveienced my entire life!!! my son just got into private school and i couldn't print what i needed because this dumb printer.3 mins ago Your message i can't complete my jurisdiction license because i can't print 3 mins ago Your message i've spoken to hp for about a week now and i'm getting ready to throw this printer outside!!!2 mins ago Your message i want to send this one back and get a new one, but they told me i don't have a warranty. so i'm stuck with this broken printer 2 mins ago Your message i 'm tired of talking to your ***** getting hung up on. my next step is bbb because this is absurd 2 mins ago Your message so i want to bring this back. i got it a year ago and it has NEVER connected to wifi. no one can help and i'm exhausted with this this was my chat to the hp ***** i don't get any progress with them. they don't respond and are very unhelpful. this is my 4th chat, and the **** leave me on the chat for extended periods of time. they do not want to help. if i do get a human, the first language is not english. i'm not even asking for a refund, just a working printer- as this one has NEVER worked.
Business Response
Date: 05/19/2025
** apologizes for the inconvenience, but we need more information. Please provide the Serial Number for the ** printer in question 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:05/16/2025
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 a member of the Instant ************************ since February 8, 2016. During that time, I would occasionally exceed my printing limit and be charged additional costs for overage. With this program, I was supposed to receive new ink cartridges when I had printed a certain number of pages indicating that my ink would be running low. I only received the ink cartridges once without me having to call your company and ask to have cartridges mailed to me. Considering that you were charging me my monthly subscription rate and for the additional pages I printed each moth, I would have expected that the ink cartridges would have been sent to me automatically as needed. Your company obviously knew how many pages I was printing since you knew how much to charge me for. One time I called and asked when I would be receiving my next ink cartridges because my color ink cartridge was no longer printing and I was told that I was due for a new cartridge and it would be mailed right away. It took over a week for the cartridges to arrive so my printer could not be used during that time lapse. In April 2025 I called because I had run out of black ink and was told I was not due for a new cartridge yet. I had to buy a new cartridge ($45) on my own. When I installed it, I started receiving notices that I could not use that cartridge, I had to use the cartridges I receive from Instant Ink, but ** was not sending me one. I cancelled my subscription because Instant Ink had become a scam.On the last day of my subscription, May 6, my printer could not print because ** had the capability of "locking" my printer. I removed the color cartridge in my printer that I had received from Instant Ink and I was able to use my printer. An ink cartridge that I had paid for. So even though I had paid for the color cartridge that was currently in my printer and the second color cartridge that I had not reopened yet, I could not use them. You charged my credit card every month, I paid for those two color ink cartridges, yet you have the ability to prevent me from using them, similar to stealing a product from me that I had purchased from you. I wish I would have read the online reviews about HP Instant Ink before signing up for an account.
Business Response
Date: 05/19/2025
** acknowledges the customer's experience, but we need more information to proceed with assistance. Please provide a valid email address, U.S. phone number,HP product serial number, and any related case numbers so that we can further assist with your issue.
Regards,******.
Initial Complaint
Date:05/15/2025
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 ordered a Printer in March but had to abruply move , I called Hp to see what was the options to return the printer because I would not be able to utilize or use it until I moved , a representive suggested I keep it if I was going to use it when I moved and I wouldnt be charged if I never set it up , so here I am 2 months later trying to set up th ecomputer and service and a Supervisor ***** advised me on the call that I would have to pay $55.00 because the account is suspended .I advised him of what I was told and also that I never used it and he stated I still have to pay the $55.00.I then advised I would just return it and now ** is stating I would have to pay a $200 cancellation fee.I dont think I should have to pay service I nerver used , i havent even set the computer up and also why should I pay for a cancellation fee if I was told misinformation from the agent.All I want is to use the printer and not be charged for services or months I didnt even use or either return the printer and not be charged a cancellation fee.
Business Response
Date: 05/19/2025
Customer already has an ** All In Plan 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: 05/19/2025

Complaint: 23335274

I am rejecting this response because:
The company has not reached out to me as of yet.

Sincerely,

****** ******
Initial Complaint
Date:05/14/2025
Type:Sales and Advertising 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 HP printer from Best Buy on April 17th. On May 9th I contacted ** via chat as I am not able to speak by phone. The printer had stopped working. Stating no paper even when paper loaded. I had done prior troubleshooting as well as some with a *** on chat. I asked when I could get a ***lacement as I was outside the 14 day return time frame from Best Buy. They stated they could not give me a ***lacement. They demanded I go back to where I got it stating they have a policy of not doing anything within 30 days. Best buys return policy is 14 days and I was out side of this.I informed this was not okay as still under 1 year manufacture warranty. They escalated this to a supervisor after many requests to do so if not ***lacing. They still insist on NOT ***lacing the product. Finally they agreed to but it would be a lesser product and not the one I purchased. I took the printer back to Best Buy and they did a one time good will take back. ** has since contacted me asking for a printer I do not have. I explained I run a buisness and how this has affected me. Someone else has reached out today offering $50 gift card but after all the hassle and issues I've had and disrespect from ** staff I do not feel this was fair. Id like this to ACTUALLY be made right or I will no longer be purchasing ** products moving forward.
Business Response
Date: 05/15/2025
** acknowledges the customer's experience and customers comments have been documented. Case Manager has been alerted to contact the customer as soon as possible in regards to active Escalated Case #**********.
Regards,******.
Customer Answer
Date: 05/22/2025

Complaint: 23330218

I am rejecting this response because:
HP reached out to attempt to resolve. They offered a compensation amount then stopped responding

Sincerely,

****** ******
Business Response
Date: 06/03/2025
** apologizes for the poor communication and service with your previous Case **********. An HP Escalations Case Manager has been assigned to new Escalated Case ********** to better address the customer's concerns and complete the resolution. The customer should be contacted within 2-3 business days.
Regards, ******.
Customer Answer
Date: 06/04/2025

Complaint: 23330218

I am rejecting this response because: After contact one time I attempted to reach back out and have not heard back from the buisness. there for my issues are not resolved

Sincerely,

****** ******
Business Response
Date: 06/06/2025
Case Manager got in touch with customer on 06/05/25 by phone. Customer declined technical support from an ** representative and ultimately chose to return the device to the place of purchase, Best Buy, where the return was accepted and processed. As the product has been returned and refunded through a third-party retailer, the matter is considered resolved from *** perspective. Customer's request for compensation is therefore respectfully denied. No further action will be taken on this matter by HP.
Reference Case **********.
Regards,*******
Initial Complaint
Date:05/14/2025
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.
The trackpad on my HP computer periodically will move the cursor erratically or not at all for a few hours before going back to normal. I've been working with ** on this issue for a year now. ** phone support did some software troubleshooting, but that didn't fix it. I reformatted the computer, but that didn't fix it. That ruled out a software issue. **'s own diagnostic test said it was a hardware issue. I shipped the computer to **. I told **** in the executive escalations office to make sure the trackpad and battery were replaced. I also told the repair representative when he contacted me the trackpad needed to be replaced. I also wrote it on the repair form. When I got the computer back, I saw neither the trackpad nor the battery were replaced. The erratic mouse issue continues. ******* ********* in the executive escalations office told me to mail the computer back to ** yet again. I refused, stating they needed to do an on-site repair at my home. ******** replied stating my extended warranty plan doesn't cover on-site repair. That's irrelevant, since I DID DO THE REPAIR BY MAIL already the first time, but they didn't repair it and didn't replace the trackpad. So, now they need to do it on-site. HP case: **********.
Business Response
Date: 05/15/2025
HP acknowledges the customer's experience and Case Manager set up an offsite repair Order BXDJ6333-01 on 05/14/25 to best address the customer's issues.
Reference active Case **********.
Regards, *******
Customer Answer
Date: 05/15/2025

Complaint: 23329128

I am rejecting this response because: Yes, he setup another offsite repair by mail. That is what the whole complaint is about. I already sent the laptop to ** for an offsite repair, and ** refused to fix it. Since they sent it back unfixed, HP must do an onsite repair this time.

Sincerely,

******* ********
Business Response
Date: 05/21/2025
According to the notes in the Case as well as ***** tracking #************, customer's unit is on its way to the ***************** for re-repair. Case Manager has been alerted to keep customer informed on the progress of the repair.
Reference active Case **********.
Regards, *******

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HP Incorporated is NOT a BBB Accredited Business.