Printer support scam

[poundermd]

I am livid. I was having problems with print quality on my recently purchased Envy 7155 and I visited HP's site to troubleshoot. A chat dialogue popped up, and asked about my problem,. After I explained, I was connected with a service specialists who, with my consent, began remote operation of my laptop. Bad news, she said -- there were malicious files on my computer that were disrupting the printer drivers. It's not a hard fix, though, and she could do it for $180, or set up a service subscription for $300 annually. I balked, but eventually we agreed on a $99 fix. They did some stuff -- I now suspect that they just removed and reinstalled the drivers -- and eventually the printer was working again. The whole thing felt shady, but I was happy to have my printer working -- until I found this thread, with a couple dozen people who have experienced the same thing. I'm angry with myself for not listening to my gut. But I'm especially angry that I could visit what appears to be a legit HP site and run into something like this. I've paid for updated malware detection, and I'm going to work with PayPal to get my money back. But I really need someone from HP to explain how the company can let this happen.

[Dragon-Fur · Accepted solution]

@poundermd 

I am sorry you were caught.

There are LOTS of fake sites on the Internet claiming to be HP.

Thieves don't catch everyone - those they do catch can be made victims of theft and worse.

HP is aware of the sites, of course - HP does not control the Internet.

Beware of Fake "123" Sites

The "Real Deal"

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

https://123.hp.com/

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.

• 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.

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What else?

I will submit a request for review.

Request for Review

• I have submitted a request that our Community moderators review your question / concern.

Worth Noting

• Our Community is not an HP business group.
• We are not HP Technical Support, nor are we HP Sales, Service, or Warranty.

• Our request for assistance on your behalf does not influence the outcome:  Our request is not a magic back door into HP Support.
• The time frame (how long it takes) for a response is not controlled by the Community.
• If / When there is a response, a Community moderator / agent will (should) post back on this thread before using other methods to contact you. 

Important

• Do not contact random numbers posted in a public or private message by “new members”.  Vermin are looking for victims – don’t be next.

• Please do not post any personal or case information here - we cannot make use of the data. 
• Posting personal information at a public site increases your risk from rats and scammers.

Thank you for participating in the HP Community.

Reminder:  The Community is not an HP business group.

Our Community is comprised of volunteers - people who own and use HP devices.

Click Thumbs Up to say Thank You.

Question Resolved / Answered, Click "Accept as Solution" .

[MarcusC]

Hey @poundermd 





As for scammers in the community:



Be alert for scammers who may be posing as HP support representatives, particularly those who claim to be “HP Helpdesk”.



Only call numbers from people who have a HP badge on their profile page.



If you think you have received a fake HP Support message, please report it to us by clicking on the blue "Report Inappropriate Content" button above the message in the Private Message portion of the Community.



Thank you!

@Dragon-Fur 

Thanks for always reaching to our customers no matter what !

Kind regards,



MarcusC