I WAS GIVEN A 3RD PARTY REPRESENTATIVE WHEN I GOOGLED HP'S SUPPORT #

[JOE71111]

MY PRINTER WOULD NOT TURN OFF.  I UNPLUGGED IT WHICH WAS TOLD AFTER THE FACT BY THE PRINTER MAY HAVE BEEN A FATAL ERROR.  I WAS ABLE TO CHANGE THE WIFI INFO TO RE-CONNECT AND IT VERIFIED THAT IT DID, BUT WOULD NOT TURN OFF AGAIN.  IT INSTRUCTED ME TO CONTACT HP IF TURNING THE PRINTER OFF THEN ON AGAIN DID NOT SOVLE MY PROBLEM.  I GOOGLED HP'S NUMBER AND I WAS GIVEN [removed].  AFTER GOING THROUGH THE EXPLANATION OF THE PROBLEM I DISCOVERED THEY ARE A THIRD PARTY REPRESENTATIVE OF HP; THEIR NAME IS ADV SOFT LLC.  AFTER TAKEN CHARGE OF MY COMPUTER THEY TELL ME I HAVE MULTIPLY IP ADDRESSES WHICH NEEDS TO BE CORRECTED.  THEY SAY I SHOULD ONLY HAVE ONE.  THEY CORRECTED MY PROBLEM, BUT THE PRINTER STILL DIDN'T WORK.  THEY NOW SAY IT IS NOT A SOFTWARE PROBLEM, BUT A HARDWARD PROBLEM.  TODAY I BOUGHT A NEW HP PRINTER, DESK JET PLUS 4152.  BOTTOM LINE THEY CHARGED ME $250 TO CORRECT THE PROBLEM AND I BOUGHT $100 EXTRA ONE YEAR WARRANTY.  IS THIS COMPANY AUTHORIZED BY HP???

[Dragon-Fur]

@JOE71111 

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HP does not post support numbers on the Internet.

Sounds like a rat.

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

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

Excerpted

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.

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Question Resolved / Answered, Click "Accept as Solution"

[Kumar0307]

@JOE71111, Welcome to the HP Support Community!

ADV SOFT LLC is not part of HP. Please be aware of scammers online as the expert has stated in the previous post. If you are not able to power off the printer using the power button, then it is a hardware issue with the printer. The power button could be damaged.

Please reach out to the HP Technical Support team in your region regarding the service/replacement options for your printer. 

You may create a case on the website to obtain a case number if required. Kindly watch this video to know how.

Keep me posted for any other assistance.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

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Have a great day!