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:05/02/2025

  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.

  A replacement was agreed and "Processed" on the 21th by ** but then they're denying to keep going on that case and they closed it and duplicated on a new case. That's not legal it's a clear case of not honorying warranty after they agreed to ship the product.

  Business Response

  Date: 05/05/2025

  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:05/02/2025

  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.

  Hp instant ink program is a scam. I have cancelled all subscriptions and the keep debuting my credit card. They have subscriptions assigned to me I dont have.

  Business Response

  Date: 05/02/2025

  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:05/01/2025

  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.

  Im having issues with my printer and their instant ink service. I called customer care because they are overcharging me. I was met with a representative who repeatedly ignored my responses. Made me repeat answers over and over again and when I requested a supervisor 6 times, he denied me. I wanted to speak with someone regarding the printer, the charges for the last couple of months, and how to correct the overcharging but it was not corrected. After 30 minutes of arguing with a perfectly calm but completely inept employee I disconnected the call with no resolution. It should not be a full time job to collect refunds from companies who over bill.

  Business Response

  Date: 05/02/2025

  Customer has an HP All-In-Plan for printer and ink delivery (subscription #************).  An HP All-in-Plan (AIP) 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:05/01/2025

  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.

  Hi I purchased a hp laptop from Best Buy last year and now it is giving me issues constantly freezing , and the screen is blanking on and off ! I also was not aware of this crack on the side on the laptop where the charging plug for the laptop goes which makes it difficult to charge ! It has been 11 months and I would like to get a replacement device !

  Business Response

  Date: 05/02/2025

  Customer currently has an active Case ********** still open.  Notes from Case indicate that the Case Manager has offered a repair of customer's unit on 05/02: "offering to address the Physical damage on a paid repair.  Awaiting for a day for Customer's response and archiving the case if no response." 

  Customers comments have been documented and Case Manager alerted to contact the customer as soon as possible.

  Regards,
  *******

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23274297
  
  I am rejecting this response because:
  This is not true ! I spoke to the agent who stated my product was not in warranty and which I stated upon filing the complaint than it was in warranty up until I filed my first bbb complaint so I stated I would like to speak to someone other than the agent and which the agent declined and I stated I will be filing a new complaint to get a new case worker or what not ! As well as he sent me a email closing out the case with **
  Sincerely,
  
  **** ******

  Business Response

  Date: 05/12/2025

  ** is aware that Customer disagrees with our findings.  Escalations Case Manager explained the manufacturer's 1 year warranty and offered customer a repair on April 29th, 2025.  Customer declined offer for the repair because of the costs involved. Since repair was the only resolution option available, Case Manager closed the Case on May 2nd, 2025. 
  Reference case **********.
  Regards,******.

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23274297
  
  I am rejecting this response because:
  Complaint was filed way before the pc was out of warranty ! ** OR THE EXECUTIVE DID NOT RESPOND UNTIL BBB COMPLAINT WAS FILED SO YES I DID DENY THAT BECAUSE MY PC WAS IN WARRANTY UPON THE FIRST INITIAL COMPLAINT ! IT IS NOT MY FAULT THAT ** FAILED YO RESPOND IN A PROFESSIONAL MANNER 

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

  Business Response

  Date: 05/23/2025

  It is not just a case of the laptop being out of warranty.  The nature of the damage to the laptop was not covered by the warranty.  According to the terms of the warranty agreement, units are NOT covered "as a result of accident, misuse, liquid spills, abuse, contamination, improper or inadequate maintenance or calibration, or other external causes."( ******************************************************)  This is why the Case Manager offered the paid repair instead.

  Regards,
  *******

• Initial Complaint

  Date:05/01/2025

  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.

  I bought a new HP printer today, that did not work from minute-one. I contacted ** tech support and they attempted to fix things by taking control of my computer, a standard procedure. However the tech was significantly incompetent. After repeatedly failing, he made numerous changes to my computer, changed my McAfee security settings, changed my Defender security settings, changed my WiFi settings, and many more changes I couldn't follow. He was clearly way out of his depth. Ultimately he made a WiFi change that disconnected the control he had, and left me with a damaged computer. I want a tech out here to fix it. I spent NINE HOURS today dealing with countless people at **, none of them native English speaking so I had difficulty understanding them. They were all baffled by one another, countless PLEASE HOLD followed by disconnects. Anyway, I want my new and expensive home computer fixed by a field technician, so I can watch what is being done.

  Customer Answer

  Date: 05/01/2025

  Who said anything about Canada?  I clearly put my address as Arizona.  And my complaint is not about a printer.  Why are we discussing a printer?  Have you confused my complaint with some other?

  Customer Answer

  Date: 05/01/2025

  Without the background of the printer, you cannot understand the nature of the complaint.  But I repeat - I am not complaining about the printer.  Please read thoroughly my complaint,  This is regarding HP in ***********  I don't know which BBB office should handle that.

  Business Response

  Date: 05/01/2025

  ** acknowledges the customer's experience, but we need more information to proceed with assistance. Please provide ** product serial number for the computer that needs fixing, a mailing address, and any related HP Case numbers so that we can further assist with your issue.
  Regards,******.

  Customer Answer

  Date: 05/02/2025

   
  Complaint: 23265921
  1H950100MP

  HP 2025 17 inch Laptop Business, 17.3" IPS FHD Display, *** Ryzen 5 (Beats i7-1165G7), *********************************** Win 11 Pro, AI Copilot, w/Accessory, Numeric Keypad, WiFi 6 (64GB RAM + 2TB SSD)

  Business Response

  Date: 05/05/2025

  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: 05/09/2025

   
  Complaint: 23265921
  
  I am rejecting this response because:
  
  I don't see what action is required by me in response to what is simply a notification.  However i will say that ** has pulled a fast one, which I reject.  They stated (on a recording) that they would send me reimbursement for my damaged - new - computer, and then i would ship my computer to them.  I agreed, all on recording.  But then they flipped it and want me to send my computer with no compensation in my hand.  I reject this, it's stupid and dishonest and not what I agreed to.
  
  ***** ******

  Business Response

  Date: 05/14/2025

  Case Manager offered buyback for customer's unit on 05/07/25.  Customer accepted Case Manager's resolution.  However, In accordance with **'s policy, customers must return the unit before any compensation can be issued.  Case manager sent a return label to customer on 05/06/25, but customer has not sent unit back as of 05/14/25.

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

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23265921
  
  I am rejecting this response because:
  First HP damages my computer, then they want to leave me with no computer at all, not even a loaner.  I am a published author with many books behind me, and if I'm awake I'm on the computer, this is how I make my living.    And they tell me this is non-negotiable.  So they closed the case, but definitely did not resolve the case.
  Sincerely,
  
  ***** ******

  Business Response

  Date: 05/23/2025

  Without an opportunity to inspect the involved product, ** is not in a position to fully evaluate the reasons for the product's failure.  ** reserves the right to a full investigation of any claims before offering compensation.  Since Customer declined offers made, and has refused to send in the laptop in question, Case has been closed.
  Reference case **********.
  Regards,******.

• Initial Complaint

  Date:04/30/2025

  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 HP printer and was signed into a trial of their instant ink. Every printer I have purchased prior comes with standard cartridges for ink and there was never any disclosure that if I did not continue to pay for the instant ink that my printer would not work anymore. I have tried to discuss this issue and was told that there is nothing they can do. I do not have the money currently to be able to pay for the subscription, nor new cartridges or at this point a new printer. All I want is to be supplied with standard cartridges so that I can actually print something...

  Business Response

  Date: 05/12/2025

  HP apologizes for the lack in communication.  An Escalated Case ********** was created for the customer on May 1st, 2025, but the ********************** Ink Case Manager was unable to contact the customer by email or phone and subsequently closed the Case.

  A new Escalated Case ********** was re-opened for the customer on May 12th, 2025  and assigned to an HP Instant Ink Escalations Case Manager.  
  The customer will be contacted within 2-3 business days.
  Regards,*******
  

• Initial Complaint

  Date:04/30/2025

  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.

  PURCHASED PRINTER FROM ******* 12/ 11 2024. HAD ISSUES GETTING PRINTER SET UP FROM DAY ONE. WOULD NEVER CONNECT TO INTERNET EVEN AFTER I HAD SERVICE PROVIDER ( SPECTRUM ) COME OUT ON SERVICE CALL TO ASSIST. PRINTER WONT OPERATE OFF USB CABLE CONNECTION ALONE AND WILL EVENTUALLY STOP WORKING COMPLETELY AS IT EVENTUALLY DID ON 4 /25/2025. I PURCHASED A ** COMPETITORS PRINTER AND IT WORKED IMMEDIATELY. I WENT THRU SEVERAL TROUBLESHOOTING PROCEDURES WTH HP OVER INTERNET. IT WAS SUGGESTED VERY EARLY PRINTER WAS DEFECTIVE AND NEEDED TO BE REPLACED AS IS EVIDENCED BY MY INITIAL QUERY DID THEY STILL WANT TO DO SO. THIS NEVER HAPPENED. ** KNEW THERE WAS AN ISSUE WITH PRINTER AS AUTO SUBSCRIBED INK CARTRIDGES THEY SENT OUT WOULD NOT WORK WITH PRINTER. I HAD TO PURCHASE INK FROM OUTSIDE SOURCES WHICH IS CONTRARY TO BENEFITS TOUTED BY ** OF BUYING THEIR DEVICE. ONLY WAY I FOUND THE ISSUE IS HP DEVICE IS BY PURCHASING ANOTHER PRINTER. I DONT FEEL CONFIDENT IN A HP REPLACEMENT WITH SAME DEVICE. A PRORATED REFUND IS RIDICULOUS AT THIS POINT. I REQUEST A FULL REFUND OF MY PURCHASE PRICE AS ** NEVER FOLLOWED UP ON THEIR INITIAL OFFER TO REPLACE PRINTER WHEN CUSTOMER SERVICE MADE THE OFFER AND *** PURCHASED ANOTHER PRINTER. THEY NEVER FOLLOWED UP ON OFFER EVEN THOUGH I WAS STILL CONTACTING THEM LETTING THEM KNOW PRINTER WAS NEVER OPERATIONAL AS DESIGNED.

  Business Response

  Date: 04/30/2025

  Customer already has an 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: 04/30/2025

   
  Complaint: 23267498
  
  I am rejecting this response because:
  In email forwarded ** stated they were closing my complaint within 24 hours which is why I contacted BBB. The resolution they offered is not satisfactory as is denoted in emails forwarded to BBB. Please do not close my complaint. If it had been handled appropriately I would not have had to open this complaint. **************** agent was very rude and condescending upon our Last interaction.
  Sincerely,
  
  *** *******

  Business Response

  Date: 05/03/2025

  ** is aware that Customer disagrees with the offer and the way the Case was handled.  Case Manager had offered customer a pro-rated buyback for customer's HP printer, which customer refused.  Full buyback for an HP product is available within the first 30 days after purchase, which is the industry standard.  HP apologizes if customer believes he was treated rudely by HP Case Manager.  ************* has been alerted to review your Case for possible corrective action and/or training opportunities.

  Regards,
  ********

  Customer Answer

  Date: 05/05/2025

   
  Complaint: 23267498
  
  I am rejecting this response because:
    AS DOCUMENTATION EXHIBITS PRINTER WAS DEFECTIVE UPON PURCHASE. IT WOULD NEVER CONNECT TO INTERNET. ** KNOWS THEIR PRINTER WILL EVENTUALLY FULLY STOP WORKING IN TIME. THATS THE TIME ** WANTS TO BE PAID FOR.  UPON INITIAL COMPLAINT CUSTOMER SERVICE AGENT REFERENCED PRINTER NEEDED TO BE REPLACED. THIS NEVER HAPPENED. *** HAD TO PURCHASE ANOTHER PRINTER FROM ** COMPETITOR  WHICH WAS THE ONLY WAY I FOUND WITH CERTAINTY THE ISSUE WAS THEIR HP PRINTER. INDUSTRY STANDARD WOULD HAVE BEEN TO ENSURE CUSTOMER WAS GIVEN WHAT WAS PAID FOR. THATS NOT WHAT I RECEIVED. RECORDS REFLECT NUMEROUS SERVICE CALLS FOR THEIR HP PRINTER. PLEASE REFUND MY FULL PURCHASE PRICE ASAP.
  Sincerely,
  
  *** *******

  Business Response

  Date: 05/13/2025

  A new Escalated Case ********** has been opened for customer to have a Case Manager re-examine the claims and better address the issue.  The customer should be contacted within 2-3 business days.
  Regards,*******

  Customer Answer

  Date: 05/16/2025

   
  Complaint: 23267498
  
  I am rejecting this response because:
  COMPLAINT HAS NOT BEEN RESOLVED AS OF TODAY. HP CUSTOMER SERVICE HAS NOT FOLLOWED UP AS PROMISED TO SUCCESFULLY RESOLVE THIS ISSUE. I AM STILL BEING GIVEN THE RUN AROUND.
  Sincerely,
  
  *** *******

  Business Response

  Date: 05/23/2025

  On 05/19/25, the Case Manager initiated a buyback for the customer's printer.  A check in the amount of $87.00 was approved.  A *** label was sent to customer to send back the printer and customer sent it back.  Printer was received on 05/22/25 at HP warehouse.

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

• Initial Complaint

  Date:04/28/2025

  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.

  ** participates in false advertising and deceptive practices regarding the ** Deskjet 2842e printer.They knowingly and intentionally program this printer with a hardware-level "Dynamic Security" system that blocks the use of any refilled, non-** ink cartridge, or any cartridge that has been removed more than twice from the printer, even after disabling the Cartridge Protection option through the settings. This crucial information is either not clearly disclosed at the time of purchase or not disclosed at all. Meaning I am unable to use ** cartridges that I have accidentally taken out too many times while trying to resolve a printer error, nor can I use refilled or third-party cartridges without the printer rejecting them, throwing error codes, and refusing to print. ** effectively forces consumers to continuously purchase only expensive, new **-branded ink cartridges in order to use the printer that was already paid for.** also advertises a "free instant ink for 2 months" promotion with the printer purchase. This offer is misleading. ** intentionally does not clearly disclose that users will not actually receive any new ink unless they first use all of the starter ink cartridges included with the printer. The Instant Ink cartridges that are shipped also require an active paid subscription to even function. This means that customers are effectively forced to pay for ink that was advertised as "free" and included with the printer. If the subscription is canceled, the "free" ink already received becomes useless and the printer stops printing altogether. These practices are deceptive, anti-consumer, and in violation of fair advertising standards. I am requesting a full refund of the purchase price for the ** DeskJet 2842e printer and a refund for the Instant Ink subscription I was forced to purchase in order to use my "free" instant ink. If ** will not resolve this matter directly, I am prepared to escalate the issue to additional consumer protection agencies.

  Business Response

  Date: 04/30/2025

  ** acknowledges the customer's experience, but we need more information to proceed with assistance. Please provide  a valid email address, HP Deskjet 2842e product serial number, and related case numbers, if any, so that we can further assist with your issue.
  Regards,*******

• Initial Complaint

  Date:04/28/2025

  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.

  HP InstaInk keeps charging my card even though my account is in good standing. I was charged from 8/24 to 12/24 even though I had no printer. In March 2025 I purchased a new printer I was given a credit for months of being charged and not using the service due to having no printer at all yet each moth they have charged me. On March 26 they charged my card $11.11, then again on April 8th $11.11 was taken from my bank again. yet no refund nor credit has been applied as promised. Today on 4/28/25 another charge of $3.90 supposedly for a paper shipment that I never received, after charging me for service from 8/24-3/25 when I had no printer connected to their service.

  Business Response

  Date: 04/29/2025

  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:04/28/2025

  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 paid for a laptop subscription back in november i filed to complaint i have not received my laptop after paying they state they delived them but to wrong address i still dont have one

  Business Response

  Date: 04/29/2025

  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, ******.