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

2,370 total complaints in the last 3 years.
943 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: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, *******
Initial Complaint
Date:02/25/2025
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 paying for HP Instant Ink for over 12 months and have never received a single ink cartridge as part of my subscription. HPs Instant Ink program is advertised as an automatic service that sends ink when my printer is running low, yet despite being charged every month, I never received what I paid for.I recently contacted ** customer support and was told that I should have manually requested the ink. However, this contradicts HPs own policy, which states that ink is automatically shipped when needed. At no point was I informed that I had to take additional action, and ** continued charging me without fulfilling their end of the service.I requested a full refund for all the months I was charged without receiving ink, as this constitutes a failure to provide the paid service. If HP is unwilling to issue a full refund, I will escalate this matter further.I am seeking:A full refund for the months I was charged without receiving ink.Accountability for the misleading nature of the Instant Ink subscription, which falsely claims to be automatic.HP should not be allowed to charge customers indefinitely for a service they fail to provide. I expect a prompt resolution to this matter.
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, *******
Customer Answer
Date: 03/07/2025

Complaint: 22988932

I am rejecting this response because: I have been waiting on a call back and I NEVER receive one.

Sincerely,

****** ************
Business Response
Date: 03/10/2025
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:02/25/2025
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.
Hp and HP Smart is now charging for printing fees. Now I paid for a printer, printer material, and now for printing! This is ridiculous!!!! And some point I rented a printer and canceled the service within the 30days.The associate who helped me cancel within the 30 day. The trial period did not properly do her job and but the service was not canceled. I was then being charged as normal. I was not notified or aware of it and now they are stopping the printing services and ability on the printer I purchased. I am being harassed and punished for my 2nd printer on issues that is the company's problem. Mostly because I canceled within the 30 days and it's not my fault that the associate did not do their jobs properly!! I want this fixed and I can't believe this company is getting away with charging to be able to printer! After you pay for printing material and for "membership"
Business Response
Date: 02/27/2025
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:02/25/2025
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.
Computer hardware issue, with active warranty coverage, business refuses to repair, refund or make a replacement.Model Name: OMEN by ** Transcend 16 Gaming Laptop 16-u0017TX Purchase Date: 05/31/2023 Issue: Cannot boot into system. After encountering the issue, I immediately contacted ** support, went through a series of diagnostics. the specialist determined likely hardware failure, suggested repair. Since my warranty covers major parts replacement, I was informed that I wouldnt have to pay for it. On 1/6, I brought my laptop to ************, an authorized ****************** conducted another inspection, concluded motherboard was likely faulty. They then ordered replacement part. $150 data recovery fee was paid on site to protect my data during the repair. About a month later, I was informed that they was unable to retrieve the necessary part, meaning my laptop couldnt be repaired under warranty by them. I contacted ** support again, and initially, I was promised that my warranty was valid and the repair would be done. However, in a later conversation, I was informed that ** could not obtain the required part due to trade law restrictions. I have received inconsistent explanations from different representatives, which has been extremely frustrating and unacceptable experiences.According to *** official warranty terms: In the unlikely event that your ** Hardware Product has recurring failures or ** determines it is unable to repair or replace the ** Hardware Product, **, at its option, may elect to provide you with (a) a replacement unit selected by ** that is the same or functionally equivalent to your ** Hardware Product in performance or (b) to give you a refund or credit of your purchase price or lease payments (less interest) instead of a replacement.Since ** has confirmed that my laptop cannot be repaired due to parts unavailability, I am requesting a full refund or a replacement device as per the warranty terms. This request has been refused.
Business Response
Date: 02/27/2025
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:02/24/2025
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 an HP printer a few years again and this garbage pos printer has been an absolute nightmare. This thing is so unreliable and pathetic. At this point Id like my money back. Will never spend my money with this company
Business Response
Date: 02/25/2025
** apologizes for the inconvenience, but we need more information. Please provide HP laptop Serial Number, customer's mailing address, Proof of Purchase 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/laptop near the bar code.
Regards, *******
Initial Complaint
Date:02/23/2025
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.
** CUSTOMERSERVICE HUNG UP ON ME 4:15 PM EST 2/23/25. ** GAVE NO HUMAN BEING SUPPORT FOR MY LAPTOP, WHICH SHOULD STILL BE IN ******** STATUS. Ive been at it for 3 hours trying to resolve a boot device not found error that had NOTHING to do with me. The pc was bought and should still be in warranty. Web assistant offered absolutely NO help. Boot instructions did nothing, tried to even offer to pay ** to fix the issue, and system is not responding despite me doing nothing to the system. Its in brand new pristine condition and just decided to forget it had windows OS on it and refused to do a manual boot install. ** has no chat support thats easy to find in their maze labrynth of ten billion web pagers they expect you to sort through to solve your own problems. Terrible site, terrible tech support, zero customer services, zero support for their refurbished products.
Business Response
Date: 02/25/2025
** apologizes for the inconvenience, but we need more information. Please provide HP laptop Serial Number, customer's mailing address, Proof of Purchase 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/laptop near the bar code.
Regards,*******
Initial Complaint
Date:02/23/2025
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.
On 02/23/2025 I contacted HP instant Ink support to have paper added on to my plan. The representative gold me the printer was not eligible to have paper added to the plan. When I questioned him on why that was the case, he advised he did not get a pop up on his screen. When I pressed him for a more accurate answer, he advised it was indeed eligible for a paper plan but needed to transfer me to the laserjet department. He transferred me and that department was closed and the phone disconnected me. Terrible customer support......
Business Response
Date: 02/25/2025
** apologizes for the inconvenience, but we need more information. Please provide HP Serial Number, customer's mailing address, Proof of Purchase and 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/laptop near the bar code.
Regards,*******
Initial Complaint
Date:02/23/2025
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 HP printer about 18 months ago and it worked just fine with 3rd party ink. Now since a new firmware update if decided that it will now only work with ** ink and any third party ink I try throws an error. This is illegal and I did not agree to this when buying this printer.
Business Response
Date: 02/25/2025
The customer may please refer to the below links for more information and possible solutions related to your issue:

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

************************************************************?

Regards,*******
Customer Answer
Date: 03/04/2025

Complaint: 22979072

I am rejecting this response because: My printer is HP OfficeJet 8015e and is not listed as a printer in the provided solution

Sincerely,

***** *********
Business Response
Date: 03/10/2025
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: 03/13/2025

Complaint: 22979072

I am rejecting this response because:
The support person called and told me there's nothing to be done because, and I quote "it is illegal to use any ink except HP ink" which is BS and please show me the statute that says that. Then he closed the case as if he resolved my issue. I want a the firmware to be able to use my printer or I want a full refund on my printer

Sincerely,

***** *********
Business Response
Date: 03/17/2025
A new Escalated Case ********** was created on 03/17/25 and assigned to an HP Escalations Case Manager.
The Customer will be contacted within 2-3 business days.
Regards, *******
Customer Answer
Date: 03/20/2025

Complaint: 22979072

I am rejecting this response because: The "specialist" still didn't provide me w/ firmware or a workable resolution". Seems like HP wants another class action suit to cover the rest of the printers that they didn't in the previous one.

Sincerely,

***** *********
Business Response
Date: 03/21/2025
Case Manager informed customer about the 3rd party ink cartridges and how they could damage the customer's printer and potentially void the warranty. Customer disregarded the Case Manager's advice and insisted on using the 3rd party cartridges. Case Manager closed the Case.
Reference Escalated Case 5140139766.
Regards,*******
Customer Answer
Date: 03/21/2025

Complaint: 22979072

I am rejecting this response because: still don't have a usable printer w/out HP cartridges. did not tell me how to disable HP+, still don't have a refund.

Sincerely,

***** *********
Business Response
Date: 03/26/2025
** is aware that Customer disagrees with our security measures that block non-HP ink cartridges. The reason this was implemented was because for many years the ink being used in the 3rd party ink cartridges were damaging HP printers,causing clogs and leakages due to the lack of consistency of the ink. HP took measures to protect the printers from being prematurely damaged and protect the integrity of its products.
Regards,
*******
Initial Complaint
Date:02/23/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to formally file a complaint against ** regarding inaccurate billing practices and an unfair cancellation fee associated with my All-In Plan Subscription.Since May 2024, I have been subscribed to this service and using the same printer cartridge, which has a stated capacity of printing only 120 pages. However, in December 2024 and January 2025, ** has claimed that I printed 120 and 170 pages, respectively. This is physically impossible without replacing the cartridgesomething I did not do. Despite raising this discrepancy with their customer support, I have not received a satisfactory explanation or correction to my billing.Due to this ongoing mischarging issue, I have decided I want to cancel my subscription. However, ** is attempting to charge me a $120 cancellation fee, which I find to be both unfair and unjustified given their inaccurate page tracking and billing. I believe I should not be held responsible for this fee, as their system has failed to accurately reflect my actual usage.I respectfully request that ** correct their billing records, waive the cancellation fee, and ensure that I am not charged for pages I did not print. If this issue is not resolved, I am prepared to escalate the matter further.I appreciate your time in reviewing my complaint and assisting in finding a fair resolution. Please feel free to contact me if further information is needed.
Business Response
Date: 02/25/2025
HP All-in-Plan (AIP) Case Manager has been assigned Escalated Case **********. The Customer will be contacted within 2-3 business days.
Regards, *******
Customer Answer
Date: 02/25/2025

Complaint: 22978746

I am rejecting this response because: the business did NOT reach out as it stated it would do.

Sincerely,

******* **** **
Business Response
Date: 03/04/2025
According to the notes in Case **********, Case Manager reached customer by phone on 02/26/25. Customers comments have been documented and Case Manager alerted to contact the customer as soon as possible.
Regards,
*******
Initial Complaint
Date:02/22/2025
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 bought a H.P. printer from my roommate. She has had issues with H.P products and **************** along with the coprate level Employees. I told her I would by the printer. She has contacted ** on several different ***** through emails, phone and text. I have tried getting this Printer set up in my name my account without any success. At this Point I'm frustrated and it's only been a week. I would like to see ** refund the price of he printer since nothing can be done with the printer. You can't use it without Hp cartridges. You can't subscribe. The printer won't stay logged in to the network. There is issue after issue and Hp refuses to fix the issue. I'm at lost.
Business Response
Date: 02/25/2025
HP Escalations Case Manager has been assigned to new 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.