05-18-2020 12:44 PM - edited 05-18-2020 01:11 PM
My mom recently purchased a new HP printer and ran into some issues with connecting it to her computer. Per the online instructions (123.hp.com) she called the support number and got passed to a support rep.
Instead of helping her with her printer issue he used the HP Support App (she has an HP computer) and he took remote control of her machine. Once he did this he used what I know to be scammer techniques (Windows Event Viewer, Windows Services, Command Prompt) to show her that Windows applications were not working correctly and that was her issue. He also tried to sell her on some security software.
I'm not sure if this a new with HP, but thankfully my mom didn't do this and called me instead. It turns out the issue was her new Printer was not connected to her Wifi and once that was setup her Printer was able to be added to Windows and works perfectly. I also ran a Mcafee scan on her computer and everything is perfect.
Is this a new thing for HP to be doing? Was this just support Rep doing this one his own?
05-18-2020 01:32 PM
No, this is not a "new thing".
Yes, it was a scam
No, your mother was not connected to the actual HP 123 site.
There are a BUNCH of fake sites out there - some of these are quite insidious, in fact.
For example, if you have landed on a fake site, your browser history will have been changed to make it appear you were at the HP site.
For those reading:
The official HP 123 site is where you can find the appropriate (and free) software and drivers for your printer.
The official HP 123 site is not a website where odd chat boxes pop up on the screen and someone tries to offer you "Services" if you would just give out your credit card and information. Not.
The "Real Deal"
Beware of Fake 123 printer sites
- There are several “fake” sites listed (in search engines) for “123” – please make sure you are using the actual “HP” site.
- Notice the website address – the real HP site does not contain any extra verbiage. For example, there is no “setup” or other extra bits in the address.
- HP websites are the only websites allowed to use the HP copyright circle/logo. Look for the copyright on any website claiming to be HP. If in doubt, scroll to the bottom of the Website to find HP copyright logo. Example: “© Copyright <year> HP Development Company, L.P.”
- If you are asked for money to correct "issues" on your computer OR if the “help” wants to log into your computer, you are using a “fake” site. Do not give these people your information!
Document includes links to USA and Canadian authorities to report the incident.
Recently, HP has seen an increased number of third-party support websites selling HP driver downloads or diagnostic tools. Many of these websites use the HP trademark symbol and claim to be official HP distributors.
If your product supports your operating system, HP offers your driver and software at no additional cost through the HP website.
Use caution when dealing with any website that asks you to pay for HP driver downloads or tools that claim to diagnose your HP products. These websites might not be affiliated with HP in any way.
Do not install BIOS updates from a motherboard manufacturer's website. Only install BIOS updates from HP. Installing BIOS updates from the motherboard manufacturer can prevent the computer from accepting an HP system recovery. This could result in a loss of data.
Thank you for participating in the HP Community Forum.
We are a world community of volunteers dedicated to supporting HP technology
05-18-2020 06:52 PM
@tomq_123 I understand your concern and I will bring your issue to the attention of an appropriate team within HP.
Although, I'll need some private information from you in order to create a case for you.
Please look for a private message requesting additional information.
Keep in mind not to publicly post personal information (serial numbers, case details, etc...).
If you are unfamiliar with how the Community's private message capability works, you can learn about that here.
Thank you for visiting the HP Support Community.
I am an HP Employee