HP Smart printer

[wendyJ4]

I bought an HP Smart printer and when I tried to download the software I received an error message saying to contact them and if I proceeded I could damage the product and lose my warranty. Big scare message!! I clicked on the chat box and after I explained what happened to the representative, she said she would need to send me to tech support. The "tech support" guy told me that he would have to look at my computer to see what the problem was and why it would not download. I went along with it because I was pretty desperate. My label maker died two days prior and this is the busiest time of year for resellers. I had a bunch of packages to send out and resellers are penalized if they don't mail by the deadline.

Anyway, the guy showed me my computer stats and pointed out all the things that were wrong - like 50 of them! I had a trojan and other malware. I was like, please fix it, but tech guy wanted $199.00. I balked. After I hung up with him I called Best Buy where we purchased the printer and they sent me to their Geek Squad people. The guy spent 3 hours (not kidding) helping me to download the software and get it set up. Since then it has worked sporadically. I am on the verge of returning it, but it makes me mad that they will charge me some fee.

The more I think about it, the madder I get. [edit] The tech person the chat woman sent me to was not with HP, but a company probably out of India.

[Raj_05]

Hi @wendyJ4,

Welcome to HP Support Community.  

Thank you for posting your query, I will be glad to help you.

Due to limited support, I would request you contact our HP Support and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link.

https://www.hp.com/contacthp/

Please feel free to contact us here anytime you need any further assistance.

Have a great day!

Alden4
HP Support