technical support

[LP962]

I bought a HP ENVY printer and installed it on a computer.  A few weeks later I got a new computer and wasn't able to install it. I went on HP support and a tech called me.   He told me there was all kinds of malware on my computer but he would fix it but I would have to buy protection.  I said I would and he told me to hang up he would fix it and call me back.  I got nervous and called HP and they said that none of their people would call me I would have to call them.  So in the meantime my printer got fixed..  He called me and wanted me to give him my credit card number.  I said for him to give me a phone number and I would call him back.  He got upset and I told him I had to hang up.  He immediately called me back.  I am at a loss.  Has anyone had this experience?  

[Dragon-Fur]

@LP962 

Hanging up was the right thing to do.

HP does not publicly post phone numbers on the Internet.

The person with whom you were having the conversation was not HP.

Yes, this has happened to other people.

If you can do so, block the caller from your phone.

Thank you for participating in the HP Community Forum.

We are a world community of volunteers dedicated to supporting HP technology

[LP962]

I just got a bill from [edit]

$150.00.  What I am now wondering if he can access my computer remotely again.  This is crazy.  I was on the HP website.  It was their virtual assistant that asked for my phone number.  Yikes!  

[Dragon-Fur]

@LP962 

I have no idea whether this person still has access to your computer, though, in truth, if you gave him access / passwords / setup ability, it is possible.  Shut off remote access in Windows.

Open Control Panel > icon view > System

Click / Open Remote Settings

In System Properties menu, Tab Remote

Uncheck (clear box) next to Allow Remote Assistance connections to this computer

In the same menu, under "Remote Desktop"

Click / Select Don't allow remote connections to this computer

Click "OK" or "Apply" to save changes

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

HP Virtual Assistant -

In so much that I aware, when accessed through this Community and your computer's own HP support website, the Virtual Assistant does not have access to outside contractors, phone numbers, or anything "not HP".

I would guess you were not actually on an HP Website.

There are lots and lots of "Look-a-likes" on the net - some of whom are very cagey about claiming they are HP.

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

For example,

There are at least a dozen fake "123" websites, none of whom are the actual HP site.

For those reading:

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

The official HP 123 site is not a website where odd chat boxes pop up on the screen and someone tries to offer you "Services" if you would just give out your credit card and information. Not.

The "Real Deal"

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

https://123.hp.com/

Beware of Fake 123 printer sites

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

• Notice the website address – the real HP site does not contain any extra verbiage.  For example, there is no “setup” or other extra bits in the address.

• HP websites are the only websites allowed to use the HP copyright circle/logo.  Look for the copyright on any website claiming to be HP. If in doubt, scroll to the bottom of the Website to find HP copyright logo.  Example:  “© Copyright <year> HP Development Company, L.P.”

• If you are asked for money to correct "issues" on your 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.

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.

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

Thank you for participating in the HP Community Forum.

We are a world community of volunteers dedicated to supporting HP technology.

[LP962]

Thanks for your help.  I got an email later yesterday telling me they had credited my account $150.  I  know they did not access my credit card because I received a call from bank about other charges and one of them were for the "$150.  I hope this is a story that has ended.  lp

[Dragon-Fur]

@LP962 

You are welcome.

I am particularly careful about this sort of thing.  Conservative in my old age, I guess.

Trust but verify everything.  

Stay Safe.

Thank you for participating in the HP Community Forum.

We are a world community of volunteers dedicated to supporting HP technology