to customer relations: RE Un authorized / unnessary access by smartfriend tech

[ocdlord]

 on 12/ 19 i got a new router from my internet service.  My Laptop and my printer needed to reconnect so I called SMartfriend.  the tech got access , but was going to my UAC and ' programs and features '  .  she said this is normal to change out drivers .  I quickly stopped the share .   I then went to the connect wizard in my HP printer and re-established connection to my HP laptop on my own in 2 minutes.   I will only speak to executive relations or customer relations ( not SMartfriend)   to give the case number and any details. 

[Dragon-Fur]

@ocdlord 

Welcome to the HP Community --

There are many fake "Friend" sites out there -- it's easy to trip over one of them.

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”
• Check the contact options for your region / location.

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[ocdlord]

Today I got a call from smartfriend but let it go into Voicemail.   Why did smartfriend get sent this and not HP supervisor.  I think smartfriend are trying to make it seems they mis-understood.  If that is the case , then they need to understand english better.   I told them the cable company provided me a new modem router  for wi-fi / cable TV and that the wifi connection between my HP laptop and HP printer needed to connect again....that my HP printer the blue light was flashing.    

I would like a supervisor to get some trustworthy tech to call me back....to check to see if HP tech had made changes in this or previous cases that allows them to have access to my computer or allow other entities to log into my computer without me knowing .   

[Kuroi_Kenshi]

Hi @ocdlord,

Welcome to the HP Support Community! We're thrilled to have you on board! 

I understand your concern about unauthorized or unnecessary access related to your recent support experience. Let’s take a step to make sure this is reviewed properly.

Share the case number privately
Please send the case number related to this incident via private message.

This allows the details to be reviewed securely without posting sensitive information publicly.

This helps ensure the correct history is reviewed.

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 

Once the case number is received through private message, it can be routed appropriately for further review.

Best regards,

[ocdlord]

I tried to reply using the private  link but it is asking for your user name   .  I enter it in but then it auto deletes. 

here is detail w/o case number  

case ID:    Last thursday or friday my cable / internet company Xfinity / comcast gave me a new modem router.  This causes me to re-establish connections to TV   ,  home security cameras and other devices.   My HP printer was 'blinking blue ' needing to be reconnected wirelessy to my HP laptop.  I called HP smart friend so they can help.   I believe the person ( female ) name was NA .    SHe had a foreign accent.  after giving access to my computer she starting going to area which made no sense.  I asked why.   she said she had to change driver or update drivers.    Thats when I cut off the access .     I would appreciate it if some trustworth person can access my PC and see if ANY OTHER settings were messed with  that would be allowing hackers to log into my laptop w/o my knowing either during day or night.    I occasional call in to do a cleaning of cache but sometimes HP tech goes into so many other settings and checks some boxes or unchecks boxes or writes commands . 

[Kuroi_Kenshi]

Hi @ocdlord,

Thank you for the response.

There could be a technical glitch could you please refresh the page and try again

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

Best regards,

[ocdlord]

Its asking for a "send to"   when I type Kuroi Kenshi  it deletes it.   

[Kuroi_Kenshi]

Hi @ocdlord,

Thank you for the response.

We understand how important it is to have your device functioning properly, and we're here to assist you.​

To ensure your device receives the appropriate care, we recommend visiting an authorized HP service center. Our certified technicians can provide a thorough diagnosis and offer the best solutions to address the issue.​

You can locate the nearest HP service center using our Service Center Locator:​

🔗 HP Service Center Locator

If you need further assistance or have any questions, please don't hesitate to contact us.​

Best Regards,

[ocdlord]

This does not address the main reason i closed the screen share which was a smartfriend tech had no reason to go and want to change drivers in my PC when all that was needed is to engage the "wizard " in my HP printer .  

Unless you can get HP consumer relations get in touch with me within a few days, I will send a priority letter to HP Consumer relations.   There has to be something .  I hope the session I had was being recorded .  This could be happening with other HP users that dont think complaining will help.  They may just not purchase HP products since there is no check on what these tech people can do. 

[Kuroi_Kenshi]

Hi @ocdlord,

I understand your concern regarding the unauthorized or unnecessary access during the SmartFriend session, and I want to assure you that we do want to help you with this matter. However, we cannot request or accept a Case ID or any personal details in a public forum for security and privacy reasons.

Since you’re currently unable to send a private message, one option is to visit or contact an authorized HP service center, where HP agents can securely review the case details and look into what occurred during the session.

That said, we can still try connecting through private message so this can be properly escalated to the appropriate team once the Case ID is shared securely.

To access private messages, please follow these steps:

Sign in to the HP Support Community.

Click on your profile name at the top right of the page.

Select the envelope icon (Private Messages) next to your profile.

You can use this link as well: 

Private Messages - HP Support Community

Click New Message.

Enter your message with the Case ID and details, then click Send.

Once we receive the Case ID via private message, we can review the situation and help escalate this concern appropriately.

Best regards,