Unprofessional Staff Member

[Evie918]

I am submitting a formal complaint regarding a deeply unprofessional and inappropriate interaction I had with one of your staff members, Name[edited] (ID# edited), who contacted me from [edited].

Throughout the exchange, Ms. Rodgers consistently spoke over me, failed to follow proper verification protocols, and inappropriately requested that I display personal information on my device as a means of verification. This was unnecessary, as a standard request for credentials would have sufficed.

The situation escalated after I terminated the call, at which point Ms. Rodgers proceeded to call and text me repeatedly, despite my explicit instruction not to contact me further. This behavior crossed a clear boundary and constituted harassment. I am fully aware that once a customer requests no further contact, that directive must be honored.

Further, she asked for my IP address—information irrelevant to the issue at hand involving my printer—and then made an alarming and unprofessional comment suggesting that it would be my fault if my information were compromised. At no point did I authorize or invite this individual to offer unsolicited personal cybersecurity advice.

I felt harassed, pressured, and disrespected by her conduct. It is my firm belief that Ms. Rodgers’ actions were not only unprofessional but also violated acceptable customer service standards. She either lacks the training required for her role or has chosen to disregard it entirely. Her conduct warrants disciplinary action at a minimum. Based on this experience, termination should also be considered.

I request that this matter be taken seriously and that I receive a formal acknowledgment and resolution in writing.  I've been with HP since 2017, and this is my worst interaction.  Not a nice way to help a loyal customer 

Sincerely,
Evie918

[Dragon-Fur]

@Evie918 

Welcome to the HP Community --

I am sorry this happened to you.

My first reaction is that you were never talking to HP -- not.

Dragon Comments

HP does not cold-call anyone.

Not you, not me, not anyone.

The only way to receive a call back from HP Support is to have submitted an online case to HP Support, had the case accepted, and then having contacted HP Support first, provide your phone number and REQUEST the contact.

No legitimate company suddenly calls you on the phone to threaten, harass, and try to steal your private information.

Scams that start with unwanted phone calls are almost as common as online scams.

Scammers of this type depend on pressure tactics - they lie, cheat, threaten, cajole, and tell you anything at all to pry even a bit of your private information from your hands.

Scammers tell you anything, everything, claim the sky is falling, and demand your attention.

They claim they are who they are not.

It's like having someone come to your house and scream at you when you open the door.

If you don't slam the door and then sic the nearest elephant to sit on them, they won't leave your porch.

The scare tactics are meant to unbalance you, keep you on phone, and again -- to get you to share even a bit of your private information. 

Everything you tell a scammer is added to a bigger pile of things they know about you.

If you are compliant,they will force more and more cooperation which might include: 

Remote login into your compute and just take what they want, 

Plant monitoring or malware on your computer,

Steal or look at passwords, documents, pictures, emails, calendars in your computer,

Sell you software or services you do not want,

Steal your bank  information,

Possibly use what you give them to steal your identity.

• Block the number.
• Notify the authorities.
• If you gave out private information, act accordingly - For example, Contact your bank -- Even if you authorized the charges, explain your situation and ask that the payments be reversed and blocked.

What can our HP Community do?

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

When there is a response, look for a message here before the agent uses other methods to contact you.

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

Request for Review – Please Read

A request has been submitted to our HP Community moderators for review and evaluation of your concern.

Worth Noting

• Our HP Community is a peer-to-peer user group.
• We are not HP Technical Support -- We are not associated with HP Sales, Service, or Warranty.
• Our request for assistance on your behalf does not guarantee HP will respond nor does our request influence the outcome.
• The time frame (how long it takes) to receive a response from HP is not controlled by the Community.

Important

• HP does not free-post HP Support numbers on the Internet.  Not.  Not in secret, not in chat, not in pop-ups, and not so a nice technician can call you back, sneak into your computer, and then tell you your computer is full of bugs.

• Be wary of any posted messages in the Community containing phone or email links – these are likely scammers who mean you harm.

• Please do not post any personal information in the Community.  We are a public resource.

• 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.

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

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 - 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.

Stay vigilant.

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Thank you for participating in the HP Community --

Real people who own, use, and support HP devices.

[Evie918]

Thank you for your reply. Unfortunately, they did not call me first. I contacted HP, and I was transferred to that lady.  What I don’t understand is instead of people guessing what transpired why isn’t anybody investigating if she actually works there, and why I haven’t received a formal apology. 

[Dragon-Fur]

@Evie918 

You are welcome.

Unfortunately, I don't  have a different answer - 

The behavior you describe does not match what I understand to be HP Support case contact protocol.

True, guessing is useless.

"Why"

We are a peer-to-peer volunteer Community -  as such we do not speak for HP.

I will forward your new comments to our Moderators for review and next steps.

Thank you for participating in the HP Community --

Real people who own, use, and support HP devices.

Click Yes to say Thank You for the help !

Question / Concern Answered, Click my Post "Accept as Solution"