Another Printer Tech Scam - HP Please Address!

[SC-Dearborn]

Count me among the many HP printer users in this forum who have reported being scammed by a "HP tech" assigned through HP's printer help chat.   Like so many here, I used the chat option yesterday to report problems connecting my new laptop to an existing HP printer.   HP's popup immediately asked for my phone number to relay to a tech who could help, and "Ben" called within a minute.  After asking me to check a few things under system configuration, Ben concluded I had lost the use of the Windows 11 license purchased with my laptop ("they're just short-term courtesy licenses") and recommended I buy a "regular" Windows operating license for $199 (2 years) or $309 (lifetime).  To those of you more computer savvy than me, I know now that this is ridiculous -- yesterday I believed that HP had finally solved my issue.  Ben asked for access to my computer to confirm his suspicions, and believing I was dealing with HP, I allowed this.   He asked me to sign a request form for the purchase, then said he'd have another tech call to manage the installation of my new operating system.  "Ronnie" called immediately, also requested access to my computer -- maybe 30 minutes later, I was asked to e-sign a credit card receipt and told I was all set.   It was only afterward, when I saw the receipt made no reference to a Windows license but "PC printer fix and lifetime windows support" that I got worried.  My worries were confirmed this morning after I called McAfee, which supports me with a basic level of protection, and learned TWO different remote access tools had been installed on my laptop and were in an active and ready mode!!  I'll note that McAfee gained access to my computer (and fixed all issues) by emailing me a link directly from the McAfee -- no guessing about strange caller IDs.   Most concerning of all is the number of similar reports from other HP users to this forum, and HP's inability or unwillingness to correct its tech support system.  I have the detailed notes, receipts and records from my experience -- but I'm going to guess from the years this has gone on that legitimate printer support is not as much an issue to HP as it is to HP users.  HP printer users beware.

[Dragon-Fur]

@SC-Dearborn 

Welcome to the HP English Community --

I am sorry that happened to you.

True - It was all a scam -

You were never in contact with HP Support.

No matter what it looked like, no matter what you believe, HP does not do this.

No legitimate company does this.

Your computer was never full of bugs, your Windows license is not odd, weird, or expired - it's a ploy that scammers use to scare their prey into compliance with the scheme to cheat the customer out of money and private information.

The scam you describe is very common.

The perpetrators are sneaky, always dangerous, and clever.

HP Support does not free-post support phone numbers on the Internet.

Having let the "Ben" person into the computer means that whatever is on that computer that is not locked down behind encryption is potentially compromised.  What did they see, touch, copy, take?  The list includes public and private documents, files, passwords, possibly emails (depending on the email client you use), network information, contact lists -- all of it.

Contact your bank --

Ask whether they will refund your money in spite of your having allowed the charges.

Change your passwords -- Update as many as you have concerns.

Deep Scan your computer's file system with your best security software to pry out any malware, monitoring software, or other evil bits of bad news.

Warn your colleagues, email contacts, or others whom you wish to notify.

Report the incident to the authorities.

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

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Request for Review – Please Read

A request has been submitted to our HP Community moderators for review and evaluation of your concern.

Worth Noting

• Our HP Community is a peer-to-peer user group.
• We are not HP Technical Support -- We are not associated with HP Sales, Service, or Warranty.
• Our request for assistance on your behalf does not guarantee HP will respond nor does our request influence the outcome.
• The time frame (how long it takes) to receive a response from HP is not controlled by the Community.

Important

• HP does not free-post HP Support numbers on the Internet.  Not.  Not in secret, not in chat, not in pop-ups, and not so a nice technician can call you back, sneak into your computer, and then tell you your computer is full of bugs.

• Be wary of any posted messages in the Community containing phone or email links – these are likely scammers who mean you harm.

• Please do not post any personal information in the Community.  We are a public resource.

• Be very careful when out on the Internet looking for help - one little dot, space, or letter out of place can land you in trouble.

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Important

Never post private information in the HP Community!

Thieves are waiting - do not just hand out your privacy to their keeping.

HP Support does not free-post phone numbers for HP Support on the Internet.

Your computer is not full of bugs and you do not need to pay a fee for driver support.

Pay attention to where you are going.

Do not wander around on the Internet looking for help –

When looking for help, start only at legitimate web sites for your product

• HP Support  HP World-Wide Support
•  Store/HP.com USA HP Sales and Customer Service

Not your HP store? 

Scroll to the bottom of the store website and click the Flag to change regions.

• HP products, start here in the HP Community or at the HP Website
• Microsoft / Windows - start at Microsoft Web Site 
• Printer Software - 123.hp.com - Printer setup from the HP® Official site
• Combined Printer, Support, and Ink Subscription Service -  HP All-In Plan - Printer / Ink / Support
• Help with Instant Ink - HP Instant Ink Support - Website 
• Out-of-Warranty > Paid Subscription or One Time Help: -  HP SmartFriend Services | HP® Official Site
  • Open the SmartFriend Data Sheet - Contact Information 
  • Scroll down to section “Service by Region” and check the contact options in your region / location.

Do not be a victim.

Stay vigilant.

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