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

2,361 total complaints in the last 3 years.
930 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:05/19/2025
Type:Delivery 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.
Date of the transaction: 4/1/25 Amount paid: $6,542.05 The date of arrival of my HPE Proliant ML110 was set for 4/11 ahead of schedule for my migration to a new office on the 30th. When it was shipped via *****, the date of arrival changed to the 15th. When the 15th came and went, I scheduled an investigation. The ***** team investigated the matter for about 1 1/2 weeks before stating that the product was lost and that I needed to bring it up with my shipper.I reached out to HPE Support who once I described the situation, directed me to their sales team to investigate further. Unfortunately, the number listed on their site leads to an auto-attendant that once prompted never finds an available associate. That said, the first time I called, I hung up, but the second I left a message for that team explaining the issue. Days past and still no response from that team. I tried calling again and was again informed that no associates were available.After completing my migration without the hardware I needed, I reached back out to the support team again. I described what I went through and the associate told me that they would direct me to the proper channel. When they transferred me, I got a response from the auto attendant stating that something wrong had occurred and that I should try my call again later.I've been working in the IT field for nearly 2 decades and this is by far the worst customer support I've received. I need *** to do the right thing and either ship me my product or give me a refund.
Business Response
Date: 05/20/2025
This forum is reserved for ******* and consumer customers only. This is an HPE issue for commercial customers and customer would need to contact HPE Customer Support:
HPE Support **************
**********************************************************************
Regards,*******
Customer Answer
Date: 05/20/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and while their response is another example of their poor support channel, I was able to get ahold of the 3rd party that handled the shipping of this product. They were fantastic and resolved the issue quickly. The issue is now resolved.

Sincerely,

**** Dangerstone
Initial Complaint
Date:05/12/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased an HP laptop directly from the ** website in July 2024 for my daughter, who is a college student. The device is still under *** limited warranty and has only been used for regular academic workapproximately 10 hours a day. Despite careful handling and no accidental damage, the hinge on one corner of the laptop has started separating from the screen, almost as if its becoming unglued.When I contacted ** support, I was quoted $402.79 for a hinge repair. This includes shipping and parts, but the cost is more than half the original purchase price of the laptop (which was around $689 during a sale). *** justification was that the parts would be 100% genuine ** partsbut I purchased the laptop directly from ** and would expect nothing less.I find this response unreasonable. The issue clearly stems from normal wear and tear during standard use, not from misuse or accidental damage. If this type of hardware failure is not covered under HPs warranty, I question the value of that warranty and the durability of the product.I chose ** expecting reliability and responsive customer service. Unfortunately, Ive been left with a very poor experience, an unresolved issue, and a costly repair that feels like it shouldnt be necessary for a relatively new device.Resolution Requested:I am requesting that HP either:Cover this hinge repair under the limited warranty, or Offer a substantially reduced and reasonable repair cost, considering the laptops age and use.Thank you for your time and attention.
Business Response
Date: 05/13/2025
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:05/12/2025
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.
Was gifted an HP 8020 All in One Printer, I installed it and tried to use it, it kept printing and printing and printing, wingdings and so many unncessary sheets of paper. It used an excess of ink and I would like $50 reimbursement. I cleared the queue, turned the printer and it kept printing and printing. ** does not provide support even when it's there error. Please reimbursement for the wasted ink. Useless.
Business Response
Date: 05/13/2025
HP acknowledges the customer's experience, but printers dont decide how many pages to print the software does. The actual number of pages that come out depends entirely on the document and the settings in the software you're using: If a document is 10 pages long, the program tells the printer to print 10 pages. If you change the margins, font size, or page layout in the software, the page count might change but the printer still just prints what it's sent. If you only want to print certain pages, you tell the software that not the printer.
So if more pages print than expected, the issue is usually with the document or the settings in the program, not the printer itself.
Regards,
*******
Initial Complaint
Date:05/08/2025
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.
On March 10, 2025, I ordered a replacement cord for my laptop and gave them the replace number from the cord and they sent me the wrong end of the cord. Order # BXBN1785-01, CASE # **********. I received the wrong cord on March 11, 2025. On the same day, March 11, 2025, I returned the cord via ****** They received the cord back on March 12, 2025. The tracking #************ was given to them. I have been lied to by at least 10 people on several occasions, hung up on and still they have not refunded my $88.46. They say you will have it in 2 weeks, give us a month, we need the tracking number, we put in the request for a refund. I havegivenalltheinformationasked for. I don't have money to give away.
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:05/08/2025
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:05/06/2025
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, *******

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HP Incorporated is NOT a BBB Accredited Business.