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

2,353 total complaints in the last 3 years.
942 complaints closed in the last 12 months.

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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:04/19/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I canceled my HP instant ink subscription. I have not been able to print since March. I have called support twice and no one can help. The last support person I spoke to was very nonchalant when I mentioned contacting the BBB today 4/19/2025. It's like my printer is being held hostage until I re-enroll In the instant ink program.
Business Response
Date: 04/22/2025
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: 04/22/2025

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:04/15/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased my printer on October ******* and enrolled in the instant ink program. I cancelled my subscription on April *******. After only receiving 2 possibly 3 ink shipments in the last 7 years I can no longer use the rest of the ink in the cartridges. Also on April 15, 2025 my printer will not go to sleep as it always did. I called ** to try to rectify this and continually received the same answer that I needed to remove the cartridges and the printer would sleep but that then leaves it vulnerable to contaminates in the air. I should not have to run right out and spend $135 on new HP ink cartridges.Eventually I was then transferred to instant ink support in which The person had no answer and hung up on me. I have been a faith ** product user as well as recomending to family ,friends and others that I have helped out and am considering changing that pending the outcome on this situation.
Business Response
Date: 04/16/2025
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: 04/18/2025

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:04/11/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
$700 COMPUTER STILL UNDER WARRANTY HAVING ISSUES WITH MOUSE 3 TIMES THHEIR TECHS TOOOK CONTROL OF MY COMPUTER TO RESOLVE ISSUES ALL MADE IT WORSE NOW MOUUSE REALLY IS WACKY ALL GOOGLW SAVED PASSWORDS NO LONGER APPEAR ALTHOUGH STILL ON COMPUTER ARROW FREEZES UP THEIR RESOLUTION NOW IS FOR $45 PLUS SHIPPING THYE WILL SEND ME A FLASH DRIVE TO RESTORE OR SOMETHING WHY SHOULD I HAVE TO PAY PLUS WOULD HAVE NO IDEA HOW TO THAT WHY DON'T THEY SENT ME A BOX TO SEND BACK TO THEM FIX AND RETURN am 80 years old not computer savy
Business Response
Date: 04/14/2025
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: 04/15/2025

Complaint: 23193985

I am rejecting this response because:I HAVE NOT HEARD FROM THEM AND DO NOT KNOW WHAT THEY ARE GOING TO DO ABOUT MY ISSUE

Sincerely,

****** ********
Business Response
Date: 04/16/2025
Case Manager was able to contact customer on 04/16/25 after there were some issues with customer's phone. Case Manager set up a repair Order #BXBZ9608-01 to address customer's issues.
Reference active Case 5141615614.
Regards, *******
Customer Answer
Date: 04/17/2025

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:04/08/2025
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.
This site closed me down before I completed what I wrote and, of course, every word was lost. I have prepared a nine-page presentation about the entire case. I am not going to ****** again with the fluky dysfunction that anyone who deals online with any sort of issue, no matter how critical or important it may be, must risk and hope that by some miracle, it will be handled with justice. I am not a young man with disabling conditions and have lived through far too much horror in my life. Read the presentation; it tells the whole story completely. I am a published writer in three languages and if anything, I am "painfully honest," as the presentation will reveal; nobody will question me on that.This tells the whole story from start to finish:Presentation of a fraud about failed delivery of HP Order H363125758 on 04/04/2025 ********************************
Business Response
Date: 04/10/2025
An HP Store 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:04/08/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
4/4/2025 at 9:45am I placed an order for laptop bundle with ******. My credit card was charged $318.74. At 5pm I received a cancellation email from ****** stating they are still shipping the keyboard and mouse, but the laptop was cancelled. There was no reason given. I did not see the email until Monday morning (4/6).I called customer service and was told it was cancelled likely due to low inventory. The laptop was still for sale on the website. Another *** told me the order was cancelled because the price was incorrect and that ** has an hour to make this determination and will email the consumer. This did not happen. I escalated and received a call back later in the day with a more senior CSR saying the same thing. There was an error in the price and ** cancelled the order. by this point, the original price of the laptop had increased. I was told I can purchase the laptop separate, at the inflated price and for my trouble they would take 10% off the current price. Over 7 hours passed from the time my credit card was charged to the time they cancelled the order. The *** said my only option for recourse is to buy the laptop, at the new price, and they will discount 10%. They made almost $55B in revenue last year and are causing the consumer to suffer for HPs mistakes.
Business Response
Date: 04/09/2025
** Store Case Manager acknowledged the price error on the ** online store for the product the customer ordered under **********. Case Manager offered, and customer accepted, another product under H363194320 and product was delivered Tuesday, 4/8/25 at 10:30 AM ****** Tracking ID: *************
Regards,
*******
Customer Answer
Date: 04/15/2025

Complaint: 23176710

I am rejecting this response because:
The laptop received is the EXACT laptop (same SKU) that was cancelled at the lower price. So, yes, I received the new laptop, but I had to pay the inflated price because ****** cancelled the original order. Then told me, I could still buy it, with a 10% discount off of the increased price. Price on Friday (4/4); $299 as a bundle, without the bundle $599. Price on Monday (4/7): $619.99.
BAIT AND SWITCH is not acceptable and should be illegal. I needed a laptop and was held me hostage in order to get it in time. So, yes I received a product, at an inflated price, which is why I filed a complaint and am requesting a partial refund.

Sincerely,

***** ****
Business Response
Date: 04/16/2025
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: 04/18/2025

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.

*****
Initial Complaint
Date:04/07/2025
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.
Ive had an incredibly frustrating experience with my HP printer, and I feel compelled to share it. It all started when my printer unexpectedly stopped working while I was in the middle of printing important documents. I received a notification that my ink subscription had expired and that I needed to pay for a monthly subscription to continue printing. This was never communicated to me when I originally ordered the ink, and I was caught off guard.I called customer service for assistance, only to be transferred repeatedly between departments for HOURS. Eventually, I was told my only options were to either pay for the subscription or buy my own ink. It felt like a sneaky and underhanded way to extract more money from ************ light of this, I decided to return the printer. However, I quickly learned that NO department could help me with this request. It took TWO DAYS of calls before I finally spoke to someone who agreed to escalate the issue. I was told a case manager would call within 48 hoursbut, of course, no one called. A few days later, I received an email informing me that my case had been CLOSED without resolution.I had to call again, wasting more time being transferred, just to get my case number. This entire experience has been a ************ summary, ** seems more focused on finding new ways to take your money than on providing customer service or honoring its commitments. Their customer support is a joke, offering no real solutions and endlessly transferring you without any meaningful assistance. I strongly recommend avoiding HP, as their practices feel deceptive and unprofessional.
Business Response
Date: 04/08/2025
A new Escalated Case 23172459 was already opened for the customer on 04/08/25 and assigned to an HP Escalations Case Manager.
The Customer will be contacted within 1-2 business days.
Regards,*******
Customer Answer
Date: 04/24/2025

Complaint: 23172459

I am rejecting this response because: the case manager called and told me I cannot return my printer for the price I paid.

Sincerely,

****** ******
Business Response
Date: 04/25/2025
This came under code C-150. HP does not have a comment here to respond to.
Regards, *******
Initial Complaint
Date:04/07/2025
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 purchased a NEW HP printer through ****** in December, 2024. After 2 lengthy times spent on phone with customer service about problems with it, they said they finally found a major problem and would send a new printer as soon as I returned the no good one. I received a refurbished printer. I complained. They said I could have gotten a new one within the first month. Their procrastination caused that time to lapse. Not mine. I was very upset. But, I accepted the refurbished one. It would not even install properly. I spent another 90 minutes on phone trying to get help. They were uncooperative until I told them i would definitely file a report with Better Business Bureau. Then the manager quickly agree to send a NEW printer and to expedite it. I received another refurbished one the next day. I have an email where they promised new. It was very difficult to install. Had to restart multiple times. For now it is working. I've been an ** customer many years. I'm 71 years old and was very patient with them. I should not have to threaten management to get service. And they should not lie. I will not buy their product again. Thank you for the service you do. Maybe others can avoid this upsetting waste of time. So after buying a new printer in December, spending a total of 4hours and 35 minutes on the phone and 3 separate installations, I now, in April, have a refurbished printer that I hope works awhile. I am a teacher, need a printer!
Business Response
Date: 04/08/2025
** appreciates the comments from the customer and HP management has been alerted to review previous Cases ********** and ********** for possible corrective action and/or training opportunities.
Regards,
*******
Initial Complaint
Date:04/07/2025
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 received a message on my printer, that I purchased in September of 2024, that there's an error with my HP account and to check my account to resolved the issue, but I will not be able to print until the issue is resolved. I called **'s customer support for assistance. I signed up for the instant ink when I first got the printer. Realizing that I no longer wanted the services, I told the gentleman to cancel my subscription as I went to ******* and purchased my own ink. The gentleman was able to get my printer working. The very next day I woke up to the same error. Called back in again and spoke to a different agent who was no help. It has been almost two weeks and I am not able to use my printer. I can't use my printer or I can't remove the printer from my computer until April 27, 2025. ** is holding my printer hostage, I'm not using their ink and I need to use my printer. I should not have to wait for two weeks. I'm going to have to go out and purchase another printer, because I can't wait any longer. I need to print.
Business Response
Date: 04/08/2025
A new Escalated Case 5141176230 was already opened for the customer on 04/07/25 and assigned to an HP Escalations Case Manager. Customers comments have been documented on the Case.
The Customer will be contacted within 1-2 business days.
Regards,*******
Initial Complaint
Date:04/06/2025
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 canceled the ** ink 2 months ago and got charged last month and this month. I want a refund for both months
Business Response
Date: 04/08/2025
** apologizes for the inconvenience, but we need more information. Please provide Serial Number for the ** printer enrolled, the ********************** Ink subscription number, and any related ** Case numbers so we can further assist with your issue.
Please note: Serial number is 10 digits, letter number combination, no dashes or spaces; usually located on the back of the printer/laptop near the bar code.
Regards,*******
Customer Answer
Date: 04/08/2025

Complaint: 23168581

I am rejecting this response because:

Sincerely,

****** *******
i do not have the info they need.
****** Snowden
************
****** tx 75860
Business Response
Date: 04/11/2025
** does not have enough information in order to open a Case. Is this Instant Ink subscription an individual account or a group account? Could there be another individual's name on this account? The phone number and address don't give HP enough to establish a connection to an Instant Ink account.
Regards,*******
Initial Complaint
Date:04/04/2025
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 cancelled ********************* Purchased 3rd party ink cartridges. They worked for 2 weeks, and then ** pushed a firmware update to my printer and disabled the ink cartridges. I'm now getting an error message. One or more ink cartridges are defective, please replace.
Business Response
Date: 04/07/2025
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: 04/07/2025

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.
Also, I received a response from ** on their Community Support Forum. You can cancel the complaint.
Subject: Re: ** Firmware Update disabled 3rd Party Ink Cartridges
Hi @coolmellowdude, Welcome to the ** Support Community! I totally understand your concern here. Just to clarify, ** does not block the use of third-party cartridges altogether. However, ** printers with Dynamic Security are designed to protect the hardware, they may block cartridges that are using non-** chips or modified electronic circuitry, especially if they pose a risk to the printer's performance or reliability. This isn't about making it illegal or forcing customers, but rather ensuring the printer works safely and as intended. So if you're running into errors after a firmware update, it's likely because the third-party cartridge is not fully compatible with **s dynamic security measures. To avoid these issues in the future, its best to use genuine ** cartridges, they're tested for quality, safety, and long-term use. I hope this helps. I'm glad I could help! If this resolved your issue, please mark it as "Accepted Solution" and click "Yes" on "Was this reply helpful?" Your feedback not only keeps us going but also helps others find the solution faster! ********* and have an amazing day ahead! Best regards,

Sincerely,

**** *******

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HP Incorporated is NOT a BBB Accredited Business.