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

• 

  Palm, Inc.

  3423 Southpark Pl # A Grove City, OH 43123-4828

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:03/31/2025

  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 laptop just over a year ago. The warranty ended on February 15th. As soon as the warrantee ended I have had multiple problems with both the laptop keyboard and camera not working. I tried all (and I mean all) troubleshooting options available via **'s website. They were extraordinarily helpful. Now, I find out that I have to pay 17 dollars a month to get technical support?? This is horrible. A truly awful company.

  Business Response

  Date: 04/01/2025

  ** apologizes for the inconvenience, but we need more information. Please provide Serial Number for the ** laptop in question 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:03/30/2025

  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.

  ** support is refusing to honor it's Battery Replacement warranty. Claiming that my upgrading of my memory modules (Ram) voids the entire computers warranty. This is incorrect, as stated in **'s maintenance service guide Chapter 5, user upgrade/replacement of the memory modules is an authorized customer self repair, and does not void the warranty. Furthermore the warranty is for the battery, which has its own separate warranty. I also am not claiming/using warranty on the memory modules nor does replacing the memory have any impact on the battery. I am seeking a replacement of the defective battery. The battery is within the 1 year warranty period. Purchased on Dec 31, 2024, from Best Buy.HP - Victus 16.1" Gaming Laptop Model: 16-s1023dx/A1SV3UA#ABA SKU: ******* Serial Number: ********** Product ID: *******

  Business Response

  Date: 04/01/2025

  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:03/29/2025

  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 have a printer from ** that is still under factory warranty. The scanner as quit working, and I have been trying to get some help getting a replacement. The ** support center has been less than helpful. Each time, they come up with some reason they can't help or their chat function times out. Each time I've had to reconnect, I get connected to a different ***** who seems to have no idea what I am talking about. The first ***** tried to sell me an ** subscription service instead of looking into my issue. It appears to me that ** doesn't want to honor their warranty on my device.

  Business Response

  Date: 03/31/2025

  Case Manager addressed customer's issue and placed an Order on 03/29/25 (BXBT9704-01) for a replacement printer to be sent to customer.

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

  Customer Answer

  Date: 03/31/2025

   
  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.
  
  They actually handled it a few hours after I submitted this complaint. Thank you!

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

• Initial Complaint

  Date:03/28/2025

  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.

  Purchased #** XL dual pack of tricolor & black ink Dec. 2024. ** says produces 120 full color copies or 400+ in b&w. I'm a 66 yr old pro graphic designer ************* ink cartridges cost about $100/w tax. I printed a total of 15 full color sheets before the ink ran out. Attached photo of the ink cartridge with its info here. I have receipt, will have to upload it separately. Main issue is complete inability to reach tech **** at **. I called HP at **************************** First phone no. puts you in endless loop. Tried 7 times to jump through the hoop of questions the automated system requests before they say transferring me to an agent. It never happened. Other phone number goes to HP Store. Got a live person 3 times. Each tried to connect me to tech support & said they'd stay on the line until that happened never got thru to tech support. First spoke with supervisor named *****, 2nd call I did not catch his name, 3rd call was a supervisor named ****. I also tried going to ******************* as suggested by their automated system. However, there is no option there to request a callback about ink replacement.This is absolutely inexcusable for a company as large as ** which certainly has the resources to make sure their customers are happy. Right now they have a customer that's been using their products for decades and she is not happy. Shame on them. $100 is a lot of money to a retired senior citizen who has faithfully supported ** for decades. All I want to do is have these ink cartridges replaced under warranty. And for all this trouble now I think I also should get some sort of financial compensation such as a refund AND a replacement set of nice fresh black and tricolor number ** XL ink cartridges.

  Business Response

  Date: 04/08/2025

  HP apologizes for the lack of communication for this Complaint.  Customer already has an Escalated Case ********** opened on 03/31/25.  Although there has been contact between Case Manager and customer since the Case began, there is no resolution yet for the customer.  Customers comments have been documented and Case Manager alerted to contact the customer as soon as possible. Regards,*******

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23129528
  
  I am rejecting this response because:

  As of April 9 midday, still have no response from ** regarding a defective print cartridge their own sales office said is covered under product warranty.
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 04/11/2025

  Case Manager responded to customer's email on 04/11/25, but did not offer a resolution yet.  If customer could please provide the Serial Number for her HP Deskjet 1000 Printeri would be helpful.

   Please note: Serial number is 10 digits, letter number combination, no dashes or spaces; usually located on the back of the printer near the bar code.

  Reference active Case 5140830648
  Regards,*******

• Initial Complaint

  Date:03/28/2025

  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 recently purchsed an Omen desktop at the beginning of this year. I have recently started to develop issues with the screen going out and beeps when I try to reboot. I called HP to troubleshoot the issue and was told it was mostly likely a Ram issue. They sent me new Ram and the issue persisted. We were able to narrow the issue down to a bad GPU unit. I was told a ***lacement GPU could be sent for me to install as long as I used a credit card as collateral. I had zero issues with this and perferref this method. I was told I would receive a call back after approval for me to enter my card infornation for the 4090 GPU to be shipped. I am barely home because of my hectic work schedule, so this option was a great one and literally takes 2 minutes to swap the cards out. I even offered to pay for the return shipping of the defective one if needed. The *** called me back said they were out of supply for GPU and said there was nothing she could do further. For the price I paid for the desktop, this is not acceptable. Please honor your warranty and verbal agreement and help me get my faulty GPU swapped out.

  Business Response

  Date: 03/31/2025

  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: 04/04/2025

   
  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:03/27/2025

  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 had an old HP printer that stopped working and I called HP for help. I was out of warranty so they suggested I sign up for a subscription that for one monthly price I would get their newest printer, new printer cartridges and 24/7 help when needed. I signed up and did receive this new printer(Envy6110e). Within 3 weeks I had called them multiple times for problems with this printer. I asked to be sent a new printer since this one was defective. They sent me a replacement. Same model. I used this one for 2 months until the cartridges that came with it ran out of ink. I replaced the empty ones with new cartridges they sent me. They didn't work. I called for help. After 1 1/2 hours they couldn't get the printer to work. They said the cartridges they sent me were also defective. They would send me more cartridges within 5 days. I told them that was not acceptable. I sell items on **** and ship every day. I asked them to send me those cartridges overnight mail since this was their fault. They said no. I asked them if I went to buy another cartridge so I could keep working everyday would they give me credit or send me a refund. They said no. They told me I would have to wait 5 days for new cartridges. I said I would not wait. I went to ******* and bought a new black ink cartridge for $24.52. Now I'm back in business. Today I called ** and asked for an address of their main office because I want to write a letter of displeasure. They said they would not give me any address. If I cancel their subscription, they would bill me $120. That's 3 times what I paid for this printer. So I'm stuck. I want to be reimbursed the $24.52 I paid for another cartridge or credit on my subscription.

  Business Response

  Date: 03/27/2025

  A new Escalated Case ********** was  already opened for the customer on 03/27/25 and assigned to an HP All-in-Plan (AIP) Case Manager.  Customers comments have been documented and Case Manager alerted to contact the customer as soon as possible.
  
  Regards,*******

• Initial Complaint

  Date:03/27/2025

  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.

  In January and February 2025, while my HP laptop was still under warranty (which expired 3/8/25), I contacted ** support regarding a persistent audio issue. I worked with multiple support agents over chat throughout February. They attempted several fixes, including resetting my laptop, and ultimately advised me to reinstall the operating system. I purchased a large enough flash drive, as directed, specifically for this purpose.However, after purchasing the flash drive, I was unable to reach ** support again. Every time I tried to initiate a support chatat least six different times across different days and timesI received a message saying "system unavailable." Prior to this, I had always been able to reach chat support quickly. I also called **, but told the wait time was at least 15 minutes, and knew phone support would be less effective since chat agents could remotely access my device.Because I couldnt access chat support, I was unable to complete the final step of the troubleshooting process before my warranty expired. I believe ** made themselves unavailable to avoid resolving the issue, which likely would have required replacing my laptop. I did everything they asked, but their sudden unavailability prevented me from getting the help I needed in time.I am requesting that ** honor the warranty retroactively and provide continued support for this unresolved issue. I made a good-faith effort to resolve the problem during the warranty period, but *** support system failed me. At minimum, I would like assistance completing the ** reinstall and, if that fails, a replacement or refund in line with the original warranty terms.

  Business Response

  Date: 03/27/2025

  An HP Escalations Case Manager has been assigned to new Escalated Case **********. The Customer should be contacted within 2-3 business days. 
  Regards, *******

  Customer Answer

  Date: 03/27/2025

   
  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:03/26/2025

  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 ** printer on June 3rd 2023 that came with six free months of ink and signed you up automatically for a $5/month ink subscription. Fastforward to a few weeks ago, and my credit card had fraud so it was canceled and a new card issued. This caused the subscription on my ** ink to lapse. I decided against renewing it because I seldom use the printer and the $5 monthly was a complete waste of money.I tried to use my printer the other day - the printer I bought in full with my own money and the ink I paid for in full and then some - and I received a print out that my printer couldn't work until the subscription was renewed. That's right, the ink in my printer that I paid for multiple times over is locked because I am no longer signed up for a subscription. This is beyond inappropriate and unacceptable. No company should be able to Brick someone's personal property that they own outright because the customer refuses to sign up for a subscription. I'd be able to buy non-HP ink and put it in the printer, but the ink I bought and paid for from ** is now inaccessible because of the canceled ***************, the printer I fully own and the ink I fully paid for are not able to be used because HP bricked the device. It's beyond unacceptable for a company to make a customer's property unusable when they've fully paid for everything and just no longer want a subscription. My printer is now unusable unless I kowtow to HP and sign up to waste even more money on ink that will only function if HP says so. I spoke at length with ** customer service and they refused to un-brick my printer unless I re-signed up for their ink subscription. I truly don't understand how this is legal. Companies shouldn't be able to make their customers' fully-paid-for products unusable simply because they no longer want to overpay significantly for ink.

  Business Response

  Date: 03/27/2025

  An HP Instant Ink Case Manager has been assigned new Escalated Case **********. The Customer should be contacted within 2-3 business days.
  Regards, *******

• Initial Complaint

  Date:03/25/2025

  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.

  On March 25, 2025 I discovered a lack of customer service when I decided to recommend my mom by the ********* office direct from ** . They told her that the 2021 ********* Office version that they just sold me a month ago was now obsolete and they would no longer be supporting it. They sold her the 2024 ********* office for $149 exactly what I paid a month ago for a 2021 office version that no one advised me will shortly be obsolete and unsupported. I trusted them they instead chose to sell me an outdated version that cost the same as the newer model.****** from online customer support directed me to call the sales department at ************. What followed was an agonizing **two-hour ordeal** filled with incompetence. I was transferred **six times**, bouncing back and forth like a volleyball between the sales and customer service departments, each telling me the other was responsible for helping me. Eventually, I reached ******* in customer service. Instead of helping me resolve the issue, he tried to transfer me again. I demanded he assist me, and he reluctantly explained that the only solution was to refund my order, return the computer, and then reorder it. I specifically asked how much of a refund Id receive, and ******* confirmed Id get the full amount, even stating the exact figure.However, after initiating the process, he conveniently informed me of a **$189 restocking fee**, which made no senseespecially since the software I needed only cost $149. Why would I throw away $189 just to be left without a computer or the software I ordered? When I told him this wasnt acceptable, he claimed it was too late because he had already refunded the finance company. **This turned out to be a lie.******* then offered to waive the restocking fee, but only if I reordered the computer and paid for it through a different method. Reluctantly, I agreed, only to discover that the re-ordered computer would cost me **$249 more** than what I originally paid.

  Business Response

  Date: 03/27/2025

  An HP Store Case Manager has been assigned Case **********. The Customer should be contacted within 2-3 business days.
  Regards,*******

  Customer Answer

  Date: 03/30/2025

   
  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. They have reached out and **** made things right with a fair solution.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:03/25/2025

  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.

  July 31st I bought a printer from ******. There was a flyer to "sign up" for ink so you never run out. The printer didn't work so I sent it back to **. They sent me a new printer which also didn't work. I wasted hours trying to print and finally went out and bought an ink cartridge which worked. I was able to print once before it stopped working again.I was on the phone and computer for a minimum of 3-4 hours with their support team to get the printer to work. Finally I was able to print a whole 20 pages (my allotment for the month). What happened to all the previous months I didn't print that were supposed to "roll over?" Now I call ** again to have them reset the printer. I wind up on the phone with a sarcastic man, who realized there was an issue with the printer and wanted to fix it. That would mean again I would have to stay on the phone with him. I do not have 4 hours once a month to sit on the phone. In the interim ** was charging me $8.62 a month for ink, which I only received one time. I have been paying the monthly bill for 8 months. Now I try cancel the plan they want me to pay $120. and send the printer back to them. What happened to the money from the original printer I bought from ******? I really don't want anyone else to fall into this scam.

  Business Response

  Date: 03/27/2025

  An HP All-in-Plan (AIP) Case Manager has been assigned new Escalated Case **********. The Customer should be contacted within 2-3 business days.
  Regards, *******

  Customer Answer

  Date: 04/01/2025

   
  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,
  
  ********* ********