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HP Reviews & Complaints

HP Inc. (NYSE: HPQ, Palo Alto, California) sells HP and Compaq-branded PCs, printers, ink and toner, and is a separate company from Hewlett Packard Enterprise. Consumer complaints about HP most often concern technical support, warranty repairs, defective notebooks, ink cartridges and rebates. HP has run notebook battery, power cord and fax machine recalls with the CPSC, and has settled two U.S. class actions over printer firmware that affected third-party cartridges.

REVIEWS & COMPLAINTS1,105on USAComplaints · none in last 3 yrs · latest 2017
WEBSITEhp.com
HEADQUARTERSPalo Alto, CA
PROFILE CHECKED2026-11-01
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Contacts

Customer service & general contact

Cancel, billing & returns

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Corporate & press

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VERIFIED

Locations

  • Headquarters1501 Page Mill Road Palo Alto CA 94304
EDITORIAL

HP complaints: warranty, support, Instant Ink, returns and recalls

HP Inc. sells HP and Compaq-branded PCs, printers, ink and toner, and runs the HP Store at hp.com. Hewlett Packard Enterprise (servers, enterprise networking and services) has been a separate company since November 1, 2015; problems with its products go to HPE, not HP Inc.

Getting support. On HP's Contact HP page (support.hp.com) you identify your product with its serial number to see the support options for it; some options require an active warranty. HP's warranty statement says HP may offer 90 days of free phone technical support, and that chat and the HP Support website are available for the whole limited warranty period. Check a product's warranty status on HP's Check Warranty page with its serial number. Use only phone numbers shown on hp.com or support.hp.com: search ads and look-alike sites often list unofficial HP support numbers.

Cancelling an HP Store order. The HP Store Terms and Conditions, under Order acceptance and cancellation, let you cancel within one hour after placing an order, provided it has not yet entered processing status; once an order is processing it may not be cancellable. Use the Cancel Order button on the order details page; if the button is gone, the cancellation window has passed and you will need to return the item instead. HP says refunds for cancelled orders are processed within one business day and usually post to your payment account within 3 to 5 business days. HP Store order support is at (800) 407-4005, Monday to Friday, 8 a.m. to 8 p.m. Eastern.

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Returning an HP Store order. HP's Returns and Exchanges page allows returns within 30 days of delivery for eligible purchases. You need a return authorization (RMA) number from the HP Store, and the item must reach HP within 30 days of authorization. For eligible returns HP provides a free return shipping label and does not charge a restocking fee for defective products, HP errors, or purchases for personal or business use; purchases for unauthorized resale may be charged up to 15 percent of the price paid. HP may take up to 5 business days to validate a return, and the refund may take up to 5 more business days to appear. Not returnable: items from the HP Parts Store, Instant Ink, the All-In Plan or HP Technical Support, orders placed on a purchase order or payment terms, opened software, gift cards, and large format printers unless defective or sent in error. Report a lost, damaged or misdelivered shipment within 10 days of delivery or of the last tracking scan; HP may deny later claims. Products bought from a retailer go back to that retailer under its policy.

Instant Ink. HP's Instant Ink page says you can change or cancel your plan online at any time with no cancellation fee, and that downgrades and cancellations take effect after the last day of the current billing period. The Instant Ink terms let you cancel at hpinstantink.com/cancel or by calling HP Customer Support at (855) 785-2777. Removing the cartridges, not printing or disconnecting the printer from the internet does not cancel the service, and the last month is billed in full. Instant Ink cartridges stop working after the end of the billing cycle in which you cancel, so have standard HP cartridges ready; owners of printers that are not HP+ models may also use compatible third-party cartridges. New subscribers who get free months are charged a monthly fee automatically after the free period unless they cancel. Yearly Plans are prepaid at 12 times the monthly rate minus a 10 percent discount, renew automatically unless you stop auto-renewal, and give only a partial refund if cancelled within 30 days and no refund after that; each printer can enroll in and cancel the Yearly Plan up to three times. Full terms are at hpinstantink.com/terms.

Safety recalls. HP's battery and power cord recalls offer free replacements. For the 2018 and 2019 notebook and mobile workstation battery recalls, the CPSC notices tell owners to check their battery at www.HP.com/go/batteryprogram2018 and to turn on Battery Safety Mode if it is affected; these batteries are replaced by an authorized technician. HP's recalls page adds that for batteries in its August 2019 expansion it released a BIOS update that drains the battery and stops it charging until it is replaced, and asks owners to recheck batteries even if they were told before that they were not affected.

If HP does not resolve it. Keep order, case and serial numbers and the dates of each contact. For a charge you dispute on an HP Store order or an Instant Ink bill, write to your card issuer: under the Fair Credit Billing Act a billing-error dispute on a credit card must reach the issuer within 60 days after the statement showing the charge was sent. For a debit card charge, tell your bank within 60 days after the statement showing it was sent, the deadline for error claims under the Electronic Fund Transfer Act. You can also file a complaint with your state attorney general, with the FTC at ReportFraud.ftc.gov, or with BBB, and report an unsafe product to the CPSC at SaferProducts.gov.

EDITORIAL

Company Information

Legal name
HP Inc.
Founded
1939
Business type
Publicly traded (NYSE: HPQ) maker of personal computers, printers and printing supplies, headquartered in Palo Alto, California; separate from Hewlett Packard Enterprise
Website
hp.comSource: HP.com About HP page, checked 2026-10-14
Headquarters
Palo Alto, CASource: HP Inc. Form 10-K for fiscal 2025, cover page, checked 2026-11-01

HP Inc. is a publicly traded company (NYSE: HPQ) that files annual and quarterly reports with the SEC and is headquartered at 1501 Page Mill Road, Palo Alto, California. It reported net revenue of $55.3 billion for the fiscal year ended October 31, 2025. BBB rates HP Incorporated A+; HP is not a BBB Accredited Business. Customer review scores on BBB and Trustpilot are described above. Unrelated support services and look-alike websites use the HP name or logo, sometimes with their own phone numbers. Before paying for support or a product, make sure you are on hp.com or dealing with an authorized reseller. Products bought from a retailer are returned under that retailer's policy, not HP's.

EXTERNAL SOURCE

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

BBBComplaints filed in the last 3 years, all customer reviews
371 reviews · 2,579 complaints · BBB business grade A+ · average customer rating 1.07 / 5
TrustpilotAll reviews of hp.com
10,019 reviews · TrustScore 1.1 / 5
CONSUMER ALLEGATION

Reviews & Complaints on USAComplaints

USAComplaints currently maintains 1,105 historical complaints about HP, published between 2000 and 2017. No approved complaints have been published on this site during the last three years. For a current reputation snapshot, see the independent sources on this page.

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EDITORIAL

Complaint Themes

Warranty or repair service disputedCustomer or technical support complaintsDefective hardware named: overheating, display, graphics chip, battery, hard driveInk cartridges or printer problemsRebates, refunds or billing disputed

Themes summarize what people write about most often. One complaint can touch several themes, and some complaints (a positive report, or one later retracted by its author) fit none, so themes are not a count of complaints.

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EDITORIAL

What BBB, Trustpilot and consumer complaint reports show

BBB. The BBB file for HP Incorporated at 1501 Page Mill Road, Palo Alto (category Network Computers), shows an A+ BBB rating and states that HP is not a BBB Accredited Business. It shows 2,579 complaints filed in the last 3 years, 898 of them in the last 12 months, and an average of 1.07 out of 5 across 371 customer reviews. BBB also lists unrelated businesses with HP in their names, so check the address before relying on a file.

Trustpilot. The Trustpilot page for hp.com, which HP has claimed, shows a TrustScore of 1.1 from 10,019 reviews. BBB and Trustpilot measure different things and their figures are not added together.

Consumer complaint reports. 1,105 published complaint reports are linked to this profile. They name HP, Hewlett-Packard or Compaq as the subject and are dated from February 2000 through 2014, with one post from September 2017. Most mention technical support or customer service, followed by warranty or repair refusals, defective hardware (overheating notebooks, displays, graphics chips, batteries, hard drives), ink cartridges or printers, and rebates, refunds or billing. They are allegations by individual consumers, not findings, and describe experiences mostly from 2006 to 2013, so they say little about HP's current service.

EDITORIAL

HP product recalls and safety notices

The main HP recalls listed by the U.S. Consumer Product Safety Commission (CPSC) from 2008 to 2019 are below. A recall is a voluntary corrective action announced with the CPSC, not a finding of wrongdoing. The summaries follow the CPSC notices.

  • March 12, 2019 (recall 19079): expansion of the battery recall to about 78,500 more lithium-ion batteries for HP commercial notebook computers and mobile workstations; hazard: batteries 'can overheat, posing fire and burn hazards'; remedy: free battery replacement by an authorized technician; HP reported eight new reports of overheating, melting or charring, including one minor injury and two reports of property damage totaling $1,100.
  • January 4, 2018 (recall 18077): about 50,000 lithium-ion batteries for HP notebook computers and mobile workstations (plus 2,600 sold in Canada); same remedy; HP reported eight reports of battery packs overheating, melting or charring, including three reports of property damage totaling $4,500 and one report of a minor injury (a first degree burn to the hand).
  • January 24, 2017 (recall 17071): expansion to about 101,000 batteries for HP and Compaq notebooks sold between March 2013 and October 2016 (41,000 had been recalled in June 2016); remedy: stop using the battery, remove it and contact HP for a free replacement; use the notebook on AC power until the replacement arrives.
  • June 23, 2016 (recall 16202): about 41,000 HP notebook batteries with Panasonic cells; HP had received seven reports of overheating, melting or charring, including about $4,000 in property damage.
  • August 26, 2014 (recall 14262): about 5,577,000 LS-15 AC power cords sold with HP and Compaq notebooks in the U.S. (446,700 in Canada); 29 reports of overheating or melting, with two claims of minor burns and 13 of minor property damage; remedy: free replacement cord.
  • December 17, 2013 (recall 14061): about 145,000 chargers sold with the HP Chromebook 11, announced by Google and HP; remedy: free replacement charger from Google.
  • February 2, 2012 (recall 12101): about 928,000 HP Fax 1040 and 1050 machines in the U.S.; remedy: rebate toward a replacement fax machine or certain inkjet printers.
  • June 27, 2008 (recall 08313): about 367,000 HP Fax 1010 and 1010xi machines; remedy: rebate.

Other recalls. The CPSC also lists a 1995 recall of Officejet printer-fax-copiers, notebook battery recalls in 2005, 2006, 2009, 2010 and 2011, a 2006 digital camera recall, Compaq notebook battery and AC adapter recalls in 2000 and 2001, a 2005 recall of HP L2035 flat panel monitors announced by Philips, and 2002 recalls of power cords and speaker adapters sold with HP products that were announced by their makers.

HP's own recalls page. HP lists its current recall and replacement programs: the August 2019 expansion of the 2018 notebook battery program, the January 2017 expansion of the 2016 battery program, the 2014 notebook AC power cord program, and the fax machine recalls, which HP dates January 31, 2012 (Fax 1040 and 1050) and June 28, 2008 (Fax 1010 and 1010xi), a day or two apart from the CPSC notice dates. HP says it takes part in voluntary recall programs when a defective part is shown to cause a potential safety hazard. To check a product, search the CPSC recall database at cpsc.gov/Recalls with its model name.

EDITORIAL

Lawsuits and settlements over HP printers and ink

Dynamic Security and firmware updates. HP's 10-K says that since 2016 it has been named in civil litigation and government investigations over the supplies authentication protocols in certain printers, which HP calls Dynamic Security. The core allegations are that consumers were not adequately told about, or did not consent to, Dynamic Security and firmware updates that stopped cartridges with cloned chips from working. Two U.S. class actions ended in court-approved settlements:

  • In re HP Printer Firmware Update Litigation (N.D. Cal., 5:16-cv-05820): the motion for final approval states that the settlement 'prohibits HP from reinstalling or reactivating Dynamic Security in the printers at issue' and 'creates a $1.5 million cash fund' for owners of affected printers, none of which reverts to HP, with class counsel separately seeking $2.75 million in fees paid by HP. The docket shows a Final Order and Judgment signed April 25, 2019 (Document 139), which found the settlement 'fair, reasonable, and adequate' and dismissed the action with prejudice. On June 28, 2019 the court granted the fee motion only in part (Document 146).
  • Mobile Emergency Housing Corp. v. HP Inc. (N.D. Cal., 5:20-cv-09157): in December 2023 the court certified four classes of owners of listed HP LaserJet Pro and Color LaserJet Pro printers for injunctive relief only and denied certification of classes seeking damages. The settlement covers those classes; it pays nothing to class members and does not release their claims for monetary relief. If HP adds Dynamic Security to a firmware update for these printers within one year, it must keep telling owners, on its web pages and in the update notice, that the printers block cartridges with a non-HP chip. Final order and judgment entered March 18, 2025; the order says the settlement is not an admission of wrongdoing or liability and dismisses the action with prejudice. The same day (Document 214) the court granted class counsel's motion for attorneys' fees and expenses, which the settlement capped at $725,000, and $5,000 service awards to each of the three class representatives.

Robinson v. HP Inc. in Illinois. This putative class action (N.D. Ill., 1:24-cv-00164), filed in January 2024 over Dynamic Security firmware updates, was dismissed on September 30, 2025 with leave to amend. The plaintiffs filed an amended complaint and HP moved to dismiss it. In its quarterly report for the period ended July 31, 2026, HP said the court had set a hearing on that motion for August 2026 and described the case as being in its early stages; at that point no class had been certified and no court had found HP liable. In the Netherlands, HP reports that the Dutch Supreme Court rejected competition claims against HP over Dynamic Security on June 5, 2026.

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Other matters HP reports (investor and government matters, not consumer claims): a securities class action over HP's statements about its printing supplies business ended with a $39 million settlement that the court approved on February 13, 2026; a shareholder derivative action against current and former officers and directors is the subject of a settlement dated April 22, 2026 that the court preliminarily approved on May 29, 2026, and HP's quarterly report for the period ended July 31, 2026 said the final settlement hearing was scheduled for September 2026; HP India is contesting a customs duty dispute, in which the Customs Tribunal's June 29, 2026 decision overturned several duty, interest, penalty and confiscation findings and eliminated all penalties on individuals; and HP also defends patent suits. The Litigation and Contingencies note in HP's latest 10-K or 10-Q gives the current status of each matter.

PUBLIC RECORD

Court & Public Records

In re HP Printer Firmware Update Litigation

Settled

U.S. District Court, N.D. CaliforniaDocket 5:16-cv-05820-EJDSource ↗

Settled

The CourtListener docket shows a Final Order and Judgment signed April 25, 2019 (Document 139) finding the settlement 'fair, reasonable, and adequate' and dismissing the action with prejudice. According to the motion for final approval (Document 118), the settlement prohibits HP from reinstalling or reactivating Dynamic Security in the printers at issue and creates a $1.5 million cash fund to reimburse owners of affected printers, with none of it reverting to HP; class counsel separately sought $2.75 million in fees to be paid by HP. By order of June 28, 2019 (Document 146) the court granted the fee motion only in part. A December 10, 2020 order (Document 152) approved a stipulation on further distribution of the net settlement fund.

Mobile Emergency Housing Corp. v. HP, Inc.

Settled

U.S. District Court, N.D. CaliforniaDocket 5:20-cv-09157-SVKSource ↗

Settled

Final Order and Judgment (Document 213) signed March 18, 2025 granted final approval of a class settlement dated October 28, 2024 for the four injunctive-relief classes the court had certified in December 2023: owners of listed HP LaserJet Pro and Color LaserJet Pro printers who saw a 'Supply Problem' error while using third-party cartridges between November 2020 and October 2021, or whose printer data HP collected between January 2017 and October 2021, without having seen HP's disclosures. Under the settlement agreement, if HP includes Dynamic Security in a firmware update for these printers within one year, it must keep explaining on its web pages and in the update notice that the printers block cartridges with a non-HP chip. The order says neither the settlement nor acts under it is an admission of any wrongdoing or liability of HP, overrules one objection, and dismisses the action with prejudice. The settlement does not release class members' claims for monetary relief, and it pays no money to class members. By order of March 18, 2025 (Document 214) the court granted class counsel's motion for attorneys' fees and expenses, which the settlement capped at $725,000, and $5,000 service awards to each of the three class representatives. A May 23, 2025 order states that the case is closed.

EDITORIAL

Who HP Inc. is

HP Inc. is a Delaware corporation headquartered at 1501 Page Mill Road, Palo Alto, California. In its annual report for the fiscal year ended October 31, 2025, HP describes itself as selling devices, services and subscriptions for personal computing, printing, 3D printing, hybrid work and gaming in more than 170 countries. It reports three segments (Personal Systems, Printing and Corporate Investments) and approximately 55,000 employees. Its common stock trades on the New York Stock Exchange under the symbol HPQ.

Relationship to Hewlett Packard Enterprise. On November 1, 2015, Hewlett-Packard Company separated its enterprise technology infrastructure, software, services and financing businesses into Hewlett Packard Enterprise; the remaining PC and printing company was renamed HP Inc. The two companies keep cross-indemnities under the separation agreement, and both may use variations of the legacy Hewlett-Packard and HP branding. Complaints about servers, enterprise networking or enterprise services usually concern the business now run by Hewlett Packard Enterprise.

Compaq. HP completed its merger with Compaq in May 2002. HP's warranty statement covers both HP-branded and Compaq-branded hardware. Compaq notebook battery and AC adapter recalls from 2000 and 2001 are listed by the CPSC under Compaq's own name.

VERIFIED

Company Relationships

  • Affiliated withHewlett Packard Enterprise
CONSUMER ALLEGATION

Related Complaints

Names this company in a role other than the primary subject — not necessarily current or complete.

EDITORIAL

Frequently Asked Questions

Is HP Inc. the same company as Hewlett Packard Enterprise?

They are separate companies. The HP Inc. 10-K says Hewlett-Packard Company completed the separation of Hewlett Packard Enterprise on November 1, 2015. HP Inc. sells PCs, printers and supplies; Hewlett Packard Enterprise took the enterprise infrastructure, software, services and financing businesses. They remain linked through cross-indemnities and shared branding rights.

How do I contact HP support?

Start at support.hp.com/us-en/contact-hp and enter your product's serial number to see the support options for it, some of which require an active warranty. HP's warranty statement says phone support may be free for 90 days, and chat and the HP Support website are available for the whole limited warranty period. For HP Store orders, call order support at (800) 407-4005, Monday to Friday, 8 a.m. to 8 p.m. Eastern. For Instant Ink, call (855) 785-2777. Use only numbers shown on hp.com or support.hp.com.

How long do I have to return an HP Store purchase?

HP's Returns and Exchanges page allows 30 days from delivery for eligible HP Store purchases. You need a return authorization (RMA) number, and the item must reach HP within 30 days of authorization. Opened software, gift cards and items from the HP Parts Store, Instant Ink and the All-In Plan cannot be returned. Consumers buying for personal use pay no restocking fee on eligible returns and get a free return label. Purchases from other retailers follow that retailer's policy.

How do I cancel HP Instant Ink and when does it take effect?

Cancel online at hpinstantink.com/cancel or call HP Customer Support at (855) 785-2777; HP charges no cancellation fee. Removing the cartridges or disconnecting the printer does not cancel the service. The cancellation takes effect after the last day of the current billing period, and Instant Ink cartridges stop working after that billing cycle ends, so have standard HP cartridges ready. If you are on free months, a monthly fee is charged automatically once they end unless you cancel. A Yearly Plan gives only a partial refund if cancelled within 30 days and no refund after that.

Can HP firmware stop third-party ink cartridges from working?

HP's 10-K says its Dynamic Security supplies authentication can stop cartridges with cloned chips or circuitry from working in certain HP printers, and lawsuits have alleged that consumers were not properly told about it. Two U.S. class actions ended in court-approved settlements: In re HP Printer Firmware Update Litigation (final approval in 2019, $1.5 million fund) and Mobile Emergency Housing Corp. v. HP Inc. (final judgment in 2025, injunctive relief only, no payments to class members, no admission of wrongdoing). A third, Robinson v. HP Inc. in Illinois, was dismissed with leave to amend in 2025; the plaintiffs amended, and HP moved to dismiss the amended complaint, with a hearing that HP's quarterly report for the period ended July 31, 2026 said was set for August 2026.

Has HP recalled laptop batteries or chargers?

The CPSC lists HP notebook battery recalls in June 2016, January 2017, January 2018 and March 2019, a 2014 recall of about 5.6 million notebook AC power cords in the U.S., and a 2013 recall of HP Chromebook 11 chargers. The remedy in each case was a free replacement battery, cord or charger. HP's recalls page also describes an August 2019 expansion of the battery program with a BIOS update that stops affected batteries from charging. Check your model on HP's recalls page and at cpsc.gov/Recalls.

What does HP's limited warranty cover?

HP's Worldwide Limited Warranty statement says it gives express limited warranty rights from HP as manufacturer for the period on the product description page and applies to 'HP-branded and Compaq-branded hardware products'. For ink cartridges it says coverage extends until the HP ink is depleted or the 'Warranty Ends' date is reached, whichever occurs first.

How many complaints does HP have on BBB and Trustpilot?

The BBB file for HP Incorporated in Palo Alto shows 2,579 complaints filed in the last 3 years (898 in the last 12 months) and an average of 1.07 out of 5 across 371 customer reviews; HP has an A+ BBB rating but is not BBB accredited. Trustpilot shows a TrustScore of 1.1 from 10,019 reviews of hp.com. The two sites measure different things, so their figures are not added together.

What do the complaints in this archive say about HP?

The 1,105 published complaint reports linked to this profile are dated 2000 through 2014, plus one from September 2017. Most mention technical support or customer service, followed by warranty or repair refusals, defective hardware such as overheating notebooks, ink and printer problems, and unpaid rebates. They are individual allegations, not findings against HP, and mostly describe the years 2006 to 2013.