Tech call to removed

[q22u]

Made a call to HP support on 7/24/25 to a number not allowed in this post. The conversation turned into support needing to access the computer to help solve the connection issue. The Tech took over, scan thru the computer, told me it was corrupted with malware. He needed to get his supervisor involved. He came on the line, told me I had to get rid of the malware before HP could help, then proceeded to try and sell me malware removal and anti virus software . At an unrealistic price. I kicked back on this whole conversation and he said, he can't help me unless I purchased the software and hung up .

Pretty distressing turn of events, seeing that they had just been into the computer file system!!1

Has anyone experienced anything like this form Tech support?   

[Hawks_Eye]

Hi @q22u 

Welcome to the HP Support Community! We're here to help you get back up and running.

I'm sorry to hear about your experience. 

It's important to exercise caution when dealing with technical support, especially when it involves remote access to your computer and suggestions of malware. Here's what you can do:

Verify Authenticity:

• Ensure that you are working with legitimate HP support. HP support can be contacted directly through their official website or verified phone numbers provided on their support page.

Avoid External Services:

• Be cautious of anyone who attempts to sell you services or software that are not officially endorsed or provided by HP. HP typically does not sell additional software for malware removal as part of their printer support.

Use Trusted Antivirus Software:

• Use reputable antivirus software to scan your computer for malware. Many reliable options are available for download through trusted platforms. You can run these scans independently to assess any malware concerns.

Contact HP Again:

• If you feel the support interaction you had was not genuine, consider reaching out to HP directly through their official channels. Explain your previous experience, and seek guidance directly from verified HP support representatives.

Monitor Any Changes:

• Keep an eye on your computer for any unusual activity that might suggest malware presence or attempts to access personal information without your consent.

If my response helped, please mark it as an Accepted Solution! ✅ It helps others and spreads support. 💙 Also, tapping "Yes" on "Was this reply helpful?" makes a big difference! Thanks! 😊

Take care, and have an amazing day!

Regards, 

Hawks_Eye

[samoj_Laus]

I am setting up a new printer for home use, this HP Printer support phone number guided me through an call HP agent the process step by step. Thanks for providing the reference and feedback here.

[Hawks_Eye]

That's great to hear, @q22u,

I'm really glad the HP support call helped you get your new printer up and running smoothly. You deserve a hassle-free setup after all the challenges you've handled recently. 

If anything comes up—drivers, connectivity quirks, or just exploring features—I’ve got your back with tailored steps and tried-and-true fixes.

Thanks again for your confirmation, and we wish you an amazing day ahead! 😊

Regards, 

Hawks_Eye