HP Printer Support scam

[Pippidog]

After relocation to a new houyse and network, my Laserjet printer would not connect to the PC via network. I raised this as an issue, initially using the AI Bot support but it couldn't resolve, so it passed me on to a live tech support person, details as follows:

Name- David
Batch id - HP3454
Contact- Edited (On trying to later call this number, it did not exist but he did call back from it again today, via WhatsApp)

In every way, not least because he was introduced via HP Support, he seemed to be a genuine HP Service tech. David asked a series of questions and appeared to know what he was doing, noted that the reason that my printer wasn't starting was because the printer drivers were corrupted. I did not know how this could have happened as it worked OK in the previous location and onthe previous network until it was turned off. He offered however to analyse and if necessary, reconfigure the drivers. He asked if he could take over my PC and proposed that he would:

Reconfigure the system with network
Remove all unauthorized users
Remove all trojans
Reinstall all drivers
Restart all MS services
Cleaning the network

For a charge of £90. 

Reader, I agreed to this and he went ahead, taking control of the PC temporarily via an 'Ultraviewer' app (which I have since uninstalled) and did the analysis pointing out that a whole range of functions appeared to be 'stopped', which he put down to over 9,000 trojans on the system.

I am using MS-Defender and nothing had been picked up. He expressed his concern that our network had been hacked and that it was very vulnerable. seemingly resolving the issue (presuming that these issues existed in the way that he said) in particular, making the printer work again! All of this seemed to fall into the support that I would expect from HP (who are also the supplier of the PC), maybe going a step further even. 

He then suggested that I should install adequateNewtork Security to stop this happening again (I am a home PC user with about 8 devices maximum on the  WiFi network). I asked what he would recommend and he said HP Wolf was the best option and after describing what it could / should do, that he could supply and install it. As a result of what I had just seen, I decviced that, given he was as far as I was aware, an HP employee, I would agree to take this software and he quoted me a price.

He then went on to install the software and meanwhile arranged for an invoice to be supplied. He said that he would enable the software anyway but could I pay the invoice, which I had received, while he was on the line (alarm bells). The invoice was from Paypal and made out to 'Wolf Secure'. I had in the meantime frozen my credit card and therefore said that I would have to contact the bank to unfreeze. He got a bit agitated but by then, the software he was tallking about was downloaded and running (I could see it). 

He asked if I could try and make the payment later and then asked if he could call me back today to check all was OK and to 'help make the payment' for the software. 

So, after he had left the call, here's what I found:

The software downloaded he had labled as 'HP Wolf' but in fact, it's Systeinternals Process Explorer, which looks very nice but, as it's owned by MS, is free to MS customers, so I can get it for nothing. Not sure what it would do for me but it is now there, chugging away inthe background.

Question:Should I uninstall it? 

There is no sign of HP Wolf Secure software on this PC.

I have subsequyently received a rather poorly writte welcome letter welcoming me to the 'Wolf Secure family' with a badly reproduced HP logo on the letterhead. It came atteched to an email from www.wolfsecure.in a siite which does not show anything but an empty Wordpress screen but on Scam adviser is shown as bein 'very low trust levels' and associated with scams. 

The real site is hpwolf.com 

David the tech also made a great deal about the '24 hour support service' available via a mobile number (which looks like a UK number) but which is not recognised if you ring it. 

He called me back today on a UK mobile number which shows the HP logo and the words 'printer support'. I basically told him that if he genuiely wiorked for HP, then he should be ashemd of himself pulling a scam likel this. And 'NO' I was not going to pay him, either for the software (he quickly gave up trying topretend that he had offiered me anything of value, or for the 'reconfiguration'. which I would anyway expect to be part of the support service. 

I know this is a long post but there are a few key questions here for Hewlett Packard:

• Is David an HP employee, running the scam on the side? How is that allowed to happen, why has he not been caught and sacked? I can see that other users have had similar experiences, so this is obviously a problem. 
• If he is not, then how did the HP AI Bot end up referring my case to him? Has he (or whoever he works for) hacked the HP supports service? 
• Have they somehow hacked in and CAUSED the Printer issue that they are then asked in to  fix as a way for  them to be allowed to take clients through all of the above?
• Are they just doing this for the instant cash from people who go through and pay for the software  subscription OR
• Are they using this as a way to get into people's home networks. / small business networks to get their hands on data, passwords etc. 

I wold really like to hear what other users experiences are and also, what HP think about this, particularly if these people are really their staff who are scamming on the side. 

[Dragon-Fur]

@Pippidog 

Welcome to the HP Community --

I am sorry you were trapped.

Unfortunately --

It was all lies.

You were never any closer to actual HP Support than you are to me - so, not close.

It's common -- there are thousands of scam sites and it's very easy to trip over one of them.

The HP AI is incapable of handing you off to a bunch of vermin -- I am not as confident of other AI tools though none of those I've used seem suspect.

Here's the link to HP's very own GenAi – currently available under the virtual assistant, option named "Use SupportGPT" - https://virtualagent.hpcloud.hp.com/?botClient=Portal&lc=en&cc=us 

-- What happened?  -- 

Scam sites lie, cheat, beg, and steal your private information.

Scammers will tell you your computer is full of bugs -- they can help if you give them a credit card number.

HP and other legitimate companies spend time, money, and resources to track down and shut down the scammers only to have them pop up again.

As long as you do not give out your bank information or let the scoundrels into your computer for a walk-about in your file system, the damage might be limited to having been made wiser the hard way.

If you did not come away unscathed,

• Contact your bank - Ask if they will help in spite of your authorizing the charges.
• Try to remove everything and anything the rats installed on your computer
• Scrub your computer with your own security software
• Report the incident to the authorities
• Talk to a friend, colleague, or family member if you need emotional or practical advice to move forward.

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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What can our HP Community do?

            Request for Review

I've forwarded your concerns to our Moderators for review and possible next actions.

When there is a response, the agent will leave a message here before using other methods to contact you.

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HP Service - Printer Setup

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

https://123.hp.com/

Beware of Fake Sites

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.

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 sell you software, threatens you, or wants access to your computer, you are using a “fake” site. Do not give these people your information! 

Finally...

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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 / Contact Information - 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.

Remain vigilant.

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[Kuroi_Kenshi]

Hi @Pippidog,

Welcome to the HP Support Community!

Thanks for reaching out!

If the interaction was genuinely handled by HP Support, you would have received an official case ID via email after the support request was created.

Could you please check your email and confirm if you have received one? If yes, kindly share the case ID with us via private message, so we can verify the details and investigate this further for you.

To access your private messages, simply click the private message icon on the upper right corner of your HP Support Community profile, next to your profile name. 

You can use this link as well: 

Private Messages - HP Support Community

Thank you!

Best Regards,