Horrible support

[tkelly114]

I received a message to replace two ink cartridges. I bought genuine HP certified cartridges and installed them. I received a “Supply System error” message. After multiple efforts to remove/reinstall them and reboot the printer, still no luck. I called support after failing to fix the issue with the virtual assistant. After spending 10 minutes with a live chat person we got cut off and I never received a promised email to reconnect. I initiated a new chat request. At one point the support person asked to login to my laptop and eventually asked to access my camera.was this really necessary to address my issue. I logged off. It felt like an invasion of privacy and too risky. So how do I get this problem fixed without giving control of my computer to an unknown person?

[Dragon-Fur]

@tkelly114 

I very much doubt you were talking to HP Support.

HP Support does not ask to log into your computer for the purpose of checking ink system errors on a printer.

In fact, HP requires online case submission and acceptance of the case before you are provided with contact details.

HP follows very strict protocols for connecting to your system (computer). 

So, sure - "horrible" might well describe the way you were treated.

Hopefully you did not give these people access to your computer.  Had you done so, they would have access to your personal data on the computer, including bank statements, all documents, pictures, and everything not hidden or encrypted.   Compromised?  Change all your passwords.  Contact your bank if you were charged fees or if you provided any private information.

I will forward your concerns to our Moderator Team for evaluation.

Should there be a response, look for a message here before the HP agent uses other means to contact you.

Things to know...

Beware of Fake Sites

The "Real Deal"

123.hp.com - Printer setup from the HP® Official site

https://123.hp.com/

The official HP 123 site is where you can find the appropriate (and free) software and drivers for your printer.

There are many “fake” sites listed (in search engines) for “123” – please make sure you are using the actual “HP” site.

If you are asked for money to correct "issues" on your printer or computer OR if the “help” wants to log into your computer, you are using a “fake” site. Do not give these people your information! 

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

Document includes links to USA and Canadian authorities to report the incident.

========================================================

HP Support – Hardware / Technical Support for Devices in Warranty

Registered Devices in Warranty:

Contact HP Support

Start here:

 HP Support virtual repair center

Printers

 Contact HP Support – Printer Support

HP Support  HP World-Wide Support

Select your region and follow the prompts

HP Support - Regional Links

 USA / Canada >   HP® Customer Support - USA

 UK >  HP® Customer Support - UK

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Reminders - READ

Case submission to HP Support is available to those whose devices registered and are still in Warranty.

Some regions display phone / chat contact information only after the case is submitted online

Not every issue is covered under the standard Hardware Warranty.  Purchased Care Pack Warranties differ by contract.

HP is not a "general" repair facility: Requests for out-of-warranty repairs are usually not accepted.

If the problem is hardware, if your device is in Warranty, if your device is Registered, and you cannot submit your case to Support, let us know and we will forward a request.

Important

HP Phone numbers you find on the Internet have likely been hijacked. Old HP phone numbers – for example, those numbers no longer used by HP since the move to “online” case submissions – might have been taken over by thieves.

Do not be a victim.

Stay vigilant.

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