**bleep** line and gave Remote access to 'fix' issue

[Rasvi]

I recently called the official HP support number that came with my computer. [content removed]. I was connected to an agent and told them of my issue. They then suggested to connect to my laptop via HP remote access. They had me download it and I gave them access. I watched them upgrade my drivers and install BIOS. They then asked me if I was interested in a protection warranty of $199 for 3 years and they gave me a discount for $145. They told me I could pay through an email link or by phone. I ran out of time so I did not buy the warranty. In total I was on the phone for 2 hours trying to resolve my laptop issue. I wanted to know if this is a legitimate service or if I was scammed and need to restore my laptop to a factory reset.

[Dragon-Fur · Accepted solution]

@Rasvi 

Sounds like a possible scam to me.

I cannot remember the last time I found a contact phone number in a sealed new product box from HP.

The method used in the USA (now and for a long while) is to submit your case online to HP Support.

After the case is submitted, your contact options are displayed on your screen.

Having submitted your case and then calling the displayed number on the screen, you would connect with an HP representative.

Remote Access protocols with HP are very strict - there is not a lot of leeway in the methodology - this is to help protect your identity and personal data.

That said, we don't know what happened, with whom you had a conversation, or who you let into your computer.

If you did not purchase any service and you did not give out your private financial information, the "scam" - if there is one - is limited to having let someone into your computer that you do not know.  That is still a "big deal" if it happened but it is not the same thing as having given someone your credit card information.

I will forward your concerns to the Moderator team for Review.

To those reading:

Do NOT call phone numbers posted in this Community.

READ – Be Informed – Be Aware

HP Fraud Alert: Protecting Yourself from Scams | HP® Official Site

HP Fraud Alert: Protect Yourself from Scams, Report Suspicious Calls

HP Support - Technical Support for Devices in Warranty

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Submit a case for Warranty Support / Repair to HP Support.

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Some regions offer WhatsApp

NOTE:  Submission Checks the device warranty status

Covered regions –Check video at minute 2:08

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• HP Computers and Printers - How to Submit a Dispute to Validate Your Warranty

HP Video – Submit a Warranty Dispute:  https://youtu.be/PTMvck49GP4

HP Limited Warranty Statements (General Information)

Standard Warranty, that is, the warranty included with the device, typically covers hardware as explained in the Warranty document.  Optional Care Pack warranties differ by contract.

• HP Limited Warranty Statements | HP® Official Site
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