Complaints

This profile includes complaints for HP Incorporated's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  HP Incorporated

  1501 Page Mill Rd MS 1247 Palo Alto, CA 94301-1112

• 

  HP Incorporated

  3000 Hanover St MS1247 Palo Alto, CA 94304-1112

• 

  HP Incorporated

  7 Eagle Square Concord, NH 03301

• 

  HP Incorporated

  263 Tresser Blvd Stamford, CT 06901-3236

• 

  Hewlett Packard

  420 Mountain Avenue P. O. Box 6 Murray Hill, NJ 07974

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:05/08/2025

  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 purchasing an extended care warranty from **. I asked the customer care provider via chat when the warranty starts and ends. He said that the warranty begins from the date of purchase and continues for three years after the date of purchase. I have the transcript of the chat available. When I contacted ** after the purchase, the person I spoke to said that the warranty begins after the one-year warranty that came with the unit, and continues for another two years. I would like the warranty to be honored as discussed at time of purchase, which is three years from the purchase of the warranty. When I tried to call ** about the issue to discuss, the phone call disconnected four(!) times. I never got past holding for escalations. I am attaching the transcript of the chat that I had with ******. The part where he says that the warranty is for three years after the purchase of the warranty is on page #8.I need them to honor the purchase as agreed to in the chat conversation I has with their sales ***. ** shouldn't be that the sales *** says one thing and the warranty is for another. Bait and switch.

  Business Response

  Date: 05/09/2025

  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, *******

• Initial Complaint

  Date:05/07/2025

  Type:Delivery 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.

  Purchased computer online 11/24/24. Was delivered 11/26/24. Sale price was $953.99. Was purchased as a Christmas gift for my son in college. He took it to college after Christmas break. My son could not get the computer to work. Went bluescreen could not boot. Took computer back to Best Buy 2/21/25 and they diagnosed bad hardware. Best Buy sent to ** to be repaired. Received computer back a few weeks later. Son takes to college same problem. Called Hp customer support 3/18/25. ** customer support says bad hardware after several hours on phone. Sent computer to ** and they received it 4/1/25. Hp emailed me 4/1/25 that repair is in process. I received an email saying my computer will be returned to me 4/25/25. A few weeks go by and I received an email that Hp regrets to inform me the new return date is 5/9/25. I then get another email apologizing for the delay of delivery and they are diligently working on it with no delivery date. I get an email almost everyday with no delivery date, but "they are working hard." I have been receiving emails daily since 4/22/25 how hard they are working with no delivery date. College is almost over this year for my son and I have a computer that I bought in November for a Christmas gift that my son has never been able to use. Emails and receipt documentation are included. Upset and disappointed all the above. I would like a new computer that works or a refund.

  Business Response

  Date: 05/09/2025

  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, *******
  

• Initial Complaint

  Date:05/07/2025

  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 HP laptop a few months ago and recently the pc performed a BIOS update which I didnt start. I contacted ** support on two seperate occasions to fix this issue, that was caused after the bios update. The camera is not recognized after the update. Support was above to correct it but the cure only lasted 3 days at most so I contacted them again for the third time. They were wanting to check it out again which would be an hr just like the other two times. Their support isnt makingt he problem go away so Im trying to get a repair ticket to take it to get fixed and they are stonewalling me as i have 6 months warranty left. I want this pc in a repair shop under my warranty to be fixed

  Business Response

  Date: 05/09/2025

  An HP Escalations Case Manager is currently working with the customer towards a resolution, reference active Escalated Case **********.  Repair Order BXDG9847-01 was initiated 05/08/25.
  Regards, *******

  Customer Answer

  Date: 05/18/2025

   
  Complaint: 23299416
  
  I am rejecting this response because: I am not sending my laptop across this country to **********. I will only take this PC to best buy on Highway 98 Lakeland, **. I was informed I would have to fork out the money for repairs then I would be reimbursed. Well I don't have the extra money to do that option either. ** can either pay for repairs at this best buy or they can send me a check that would cover this cost. I am NOT paying out money or sending my laptop across the ************* for a for a BIOS update from ** that caused this issue., Or they can refund me some money on this pc for their stupid updates that messed up my pc
      
  Sincerely,
  
  ****** *******

  Business Response

  Date: 05/21/2025

  Case Manager has been trying to reach customer from 05/16/25 - 05/21/25 by email to find out if customer sent laptop to Best Buy or plans to use the repair box and label sent from ** but has not received a response.  Customers comments to the ******************** have been documented in the Case and Case Manager alerted to contact the customer as soon as possible in regards to active Escalated Case #**********

  Regards, *******

• Initial Complaint

  Date:05/06/2025

  Type:Order 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 bought a new ** printed almost two years ago. At that time I was offered a program at a monthly rate that would supply ink cartridges and paper as needed. I accepted the program, but I did not know that the ink cartridges I recieved from them who stop working if I got out of the program until today when I asked them to take me out. I have already paid for the cartridges I have. I have paid every month, and within the two years I have only needed a replacement once and that is what is in the printer now. I would have never gotten into this program had I know that they would be manipulating my printer to work when they wanted. When I asked to take me out of their program the person on the phone became indignant and started talking over me. She did not like that I wanted out. I find this a very unfair and very invasive program. They were able to spy via my printer, and that made me very uncomfortable, so I wanted to end the program. I really think their program and policies should be looked into. I am sure there have been other people concerned about this, but not many would do what I am doing now. There is something wrong there. The people I spoke with all sound Indian, or Asian, so I am not sure what country they are in. I have only dealt with them online, so the address I have here may not be their correct one. To sum up everything . They are charging a fee per month that is to cover any ink, and or paper, but when you cancel the program they tell you that the ink cartridges will no longer work when I have already paid for them. This feels revengeful to me bad business at the customers expense. I am not asking for money back. I am asking for the one replacement cartridge that I received after TWO years of paying into their program, remain in working order until it runs out. THANK YOU!

  Business Response

  Date: 05/07/2025

  An HP Instant Ink Case Manager has been assigned new Escalated Case ********** to address the customer's concerns. The Customer should be contacted within 2-3 business days.
  Regards, *******

  Customer Answer

  Date: 05/07/2025

   
  Complaint: 23294421
  
  I am rejecting this response because:
  The response said that the complaint was being passed on to a manager, so they need more days to respond. That is fine for now. My complaint was incorrectly recorded. It should have said:

  I want to continue to use the ink cartridge I have until it runs out of ink.  ** should NOT interfere with my printer by blocking the cartridge from working simply because I no longer want to be in their program. I have already paid for the cartridge and they have no right to remotely disable my printer, and stop the cartridge from working.

  This is what the BBB summary of my complaint to ** should have said. 
  Sincerely,
  ***** ***

  Business Response

  Date: 05/13/2025

  Case Manager offered, and customer accepted, a free 2 months of the ********************** *********** plan on 05/12/25.

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

  Customer Answer

  Date: 05/13/2025

   
  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,
  
  Sylva ***

• Initial Complaint

  Date:05/06/2025

  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 had purchased an hp printer from *******. In order to use the printer I was forced to use a membership and in updating my membership, another printer showed up at my door that was not ordered. I reached out to find out how to return it and the employees were rude and unhelpful. They have been charging me despite being able to see it has not been used or set up. The customer service and the employee attitude was terrible. The need to pay for a subscription that you dont learn until you have had your printer for a month is also a scam. Consumers should be made aware of this before purchasing their products.

  Business Response

  Date: 05/07/2025

  A new Escalated Case ********** was already opened for the customer on 05/06/25 and assigned to an HP Escalations Case Manager.  Customers comments have been documented and Case Manager alerted to contact the customer as soon as possible. 
  Regards,******.

• Initial Complaint

  Date:05/06/2025

  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.

  Filed complaints with ** customer service for non working printer on 6 occasions. These are documented as ticket #.********************3,5140107627,5141727832-escalated for cancelation 3 times Printer serial # ********** 9/2024 I entered a 2 year contract for a all in one printer. I was experiencing problems with printer # 1 serial # **********. That printer was replaced in 3/2025.The new printer never worked upon delivery. I called customer support and the ticket #'s are my proof of contact. I was getting charged for going over the allowed pages per month but the printer was not working. Over 60 pages in March, over 32 pages in April. I put in a dispute payment with my credit card company and was reimbursed. I continued to get emails from ** saying I was going over but the printer was not working. I unplugged the printer and still am receiving over use emails. *********** won't assist me after attempting to return the non working printer. I've spent over 10 hours on the phone trouble shooting and it's been diagnosed as another defective printer. I want to send this back and they are going to charge me $240 cancelation fee which was cut in half to $120 cancelation fee. Our contract is 2 part 1. I pay monthly, which I have done 2. ** supplies me a printer and ink that works, which they have not done. I have not asked for anything except a return label but they won't send a return label until I cancel the contract. If I cancel the contract I get charged the $120 cancelation fee. It's not working and I'm all set doing business with **. I should not be paying a cancelation fee when they are at fault and can't supply me with a working printer. They didn't hold up their end of the contact.

  Business Response

  Date: 05/09/2025

  An HP All-in-Plan (AIP) Escalations Case Manager has been assigned new Escalated Case ********** to address the customer's concerns. The Customer should be contacted within 2-3 business days.
  Regards, *******

  Customer Answer

  Date: 05/09/2025

   
  Complaint: 23291744
  
  I am rejecting this response because:
  The steps offered have already been done and validated. How many times and how much of my time can be waisted on this issue. Their response to the ticket # complaints are vague and avoid the explanation of the steps already taken by tech support. Their trouble shooting process takes several hours and deserves a better 1 line explanation that puts the problem on me not being available. They are still putting the  cancelation fee on me for their incompetence.  What a horrible way to treat a customer. I have called the provided phone number on 3 separate occasions and they have been closed. They say 24/7 support, not true. By the time I get home at night and take care of my family the only free time I have is after 9:00 pm. I need the cancelation fee to be removed before I attempt to contact them again as I do not understand their broken English nor do I trust their business practices. 
  Sincerely,
  
  ******* *******

  Business Response

  Date: 05/13/2025

  ** has shared these most recent comments from the customer with the Case Manager and urged contact with the customer as soon as possible.
  Reference active Case **********.
  Regards, ******* 

• Initial Complaint

  Date:05/06/2025

  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 am required to enroll in their subscription to use my printer. There are several levels you can subscribe to, based on your printing needs. I am trying to downgrade mine and the website wont load the change. I feel this is on purpose so I keep paying at the higher level. Their chat only allows you to speak to a bot that cannot help you navigate this issue.

  Business Response

  Date: 05/06/2025

  An HP Instant Ink Case Manager has been assigned new Escalated Case ********** to address the customer's concerns. The Customer should be contacted within 2-3 business days.
  Regards, *******

• Initial Complaint

  Date:05/05/2025

  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 went to Best Buy with my Hewlett-Packard laptop, which is still under warranty and they wanted to charge me $79 for a new charging cord-mine is defective. The employee acknowledged the cord was defective. Then I tried to go to ******. I put in my serial number and product number and it claims that my computer is out of warranty when I bought it May 7 of 2024. it said it went out of warranty back in March. That is deceptive. Ive had numerous issues with this laptop since I bought it and I simply want a new charger. The internal part of the port is defective and it provides a loose connection to the laptop and easily unplugs.

  Business Response

  Date: 05/06/2025

  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, ******.

• Initial Complaint

  Date:05/05/2025

  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.

  Great Features, but Garbage! I like the metal body and that's about it! The screen freezes, the serial number is invalid, they advertise it as having a 3 year warranty, but only shows 1 year upon arrival. Can't contact customer service online because of invalid serial number. ** unresponsive! They refuse to acknowledge the 3 year warranty!

  Business Response

  Date: 05/06/2025

  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, ******.

• Initial Complaint

  Date:05/03/2025

  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.

  Writing HP in regard to order H362633380, We had pre-ordered an HP Omen 45L computer on 02/14/25 that was promised in 2-3 weeks. A month later we were told it would be delayed, a month later it was delayed again. Finally we were told the ** was assembled and ready to be shipped 4/09/25. Once it had shipped, several delays were met, scheduled delivery days were met with "Business closed, recipient not available" for 2 consecutive days, in which were not true in the slightest. We work from home and have a ring camera on top of that, nothing came to our door either day. Surprisingly, the next day it was said to be delivered, we called ** just to try and find out what was going on as we still had not received our computer. We were told to wait ***** hours for an update. A week later we called back as ** made no attempt to contact us, in which we were told to wait longer. Eventually we were contacted by a representative and told to file a police report, we obliged. We forwarded the report to **, who stated it must be an approved report. As we have no control over our police department efficency, this was saddening. We were able to provide ** with the approved report as they had requested, yet we have not heard back. At every turn ** has failed to fulfill their promises.

  Business Response

  Date: 05/05/2025

  An Escalated Case was already opened by HP Store team to address this situation (Case ID: *******************.  Latest notes on Case from 4/30/25: The approved police report has been received and forwarded to SST for validation.  Customers comments have been documented and Case Manager(s) alerted to contact the customer as soon as possible.

  Regards, ******* 

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23282929
  
  I am rejecting this response because: ** claimed to do this over a week ago. Again they give false promises even at this stage. They have yet to make any attempt to contact me or solve the problem.
  
  Sincerely,
  
  Asia ********

  Business Response

  Date: 05/12/2025

  According to the notes on Order #H362633380 a refund was issued to customer on 05/06/25 under #**********. Can customer confirm that this was issued and received?

  Reference case CAS-*******-R2M3N1.
  Regards,*******