HP Representative tried to sell me software

[JEG80]

Yesterday while I was installing a a new Office Jet Pro 9015e, I received an error message describing a "fatal error" that I should call HP to resolve. I believe that I received the message during the automated setup, but I also received it when I logged into hp.123.com. I initially responded to an online chat person to describe my problem, and he asked for my telephone number for someone to call. I am sensitive to scams, but I thought I was talking to an HP technician. I granted him access to my computer, and he told me that my Windows drivers had been damaged by malware. He asked questions that I would expect from a legitimate technician, such as the age of my computer and whether it was under warranty. He said he could fix the problem for $149, but that my computer had been compromised and that the problem would reappear. He then tried to sell my SonicWall security software for 1 year, 5 years, or lifetime. He also showed me websites from Walmart and a computer geek site about the system. The lifetime system would have cost $1,499 but he offered a senior citizen coupon to reduce this to $999. He also would not charge the $149 to fix my drivers if I took out the lifetime plan. I was suspicious the entire time and checked out SonicWall on my iPad while we chatted. I noticed that this was a hardware system designed for offices. I had almost agreed to go ahead, and I saw that he was about to use the Windows Malicious Software Tool on my computer. At that point, I said no. He became irate saying that he had spent an hour with me and that he was supposed to help other customers. Later, I was able to install the new printer. I also checked my computer with a Norton system and with the Malicious Software tool. Today, I found a thread from two years ago describing this same scam. The person on the line had an Indian accent and was pushy. I have checked my credit card and bank accounts today, and nothing has happened.  I also will scan with Norton. However, HP should be aware that this scam is continuing. 

[Dragon-Fur]

@JEG80 

Welcome to the HP Community Forum.

Classic Scam.

Not HP Support.

I am sorry this happened -- and that you gave the scammer access to your computer.

The scammers are very sneaky and underhanded.

Scammers are desperate people who will lie, cheat, steal, and scare victims using any method necessary.

Consider any open data on the computer to be compromised - passwords, addresses, pictures of your children, documents...

Perhaps contact your bank - warn them about the incident....

I will forward your message to our Moderator team.

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

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

Beware of Fake "123" 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! 

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

Request for Review – Please Read

A request has been submitted to our Community moderators for review and possible escalation of your question.

Worth Noting

• Our 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

• Do not contact phone or email posted in a public or private message from “new” members.

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

Thank you for participating in the HP Community --

People who own, use, and support HP devices.

Click Yes to say Thank You

Question / Concern Answered, Click "Accept as Solution"

[sandytechy20]

@JEG80 

Welcome to the HP support community.

I have brought your issue to the attention of an appropriate team within HP. They will likely request information from you in order to look up your case details or product serial number. Please look for a private message from an identified HP contact. Additionally, keep in mind not to publicly post personal information (serial numbers and case details).

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. 

[JEG80]

Thank you for bringing this episode to the attention of HP. So far, I have not suffered any adverse consequences. As mentioned in my post, I believe I received the error message that led to the contact with this fake HP representative when I was simply installing the new printer by turning it on and following instructions. When I got the error message, I then tried going to 123.hp.com and also got the message. In any case, the “error” message prevented me from installing the printer. I am usually extremely alert to scams, but this one sucked me in. During the entire exchange, in addition, I constantly pressed the “representative” to ask if this was a scam and whether HP actually sold this software. He assured me many times that he was from HP. Fortunately, I cut off the session before buying any software.

[jmassicotte57]

THIS IS OUTRAGEOUS!!! THis came up during the intallation process of your product...

Unfreaking beleivable

Last HP product I will ever purchase