scammed from HP support site

[SusanP58]

Over the past few months my HP wireless printer has had issues with going off-line. The quick fix was to forget the printer on my Lenovo Ideapad 320 and then add it back again.

when this QuickFix stopped working I decided to uninstall it and reinstall it using the software provided upon purchase. My printer still couldn’t  be found even when I was using the HP support software download . Last night I went back onto the HP support website and a virtual assistant popped up to ask if I needed help. They asked for my phone number and someone called me claiming to be from HP in Palo Alto California. They offered to fix the issues and install AVG software for a fee

which would include one year HP technical support. I allowed them remote access via team viewer and several hours later I still couldn’t attach the printer. They claimed I would receive a communication from HP within 24 hours which has not happened. I suspect I’ve been scammed but really don’t understand how as I was on the HP support website at the time.

[SusanP58]

They did install AVG Internet security but when I checked the properties of the software it appears after checking with AVG directly that this product code is being used on 54 different devices. The person claiming to be from HP told me that the AVG purchase had to come through a third party called Core IT solutions as it isn’t an HP product. 

[Dragon-Fur · Accepted solution]

@SusanP58 

Unfortunately, I doubt very much that any of this interaction was connected to actual HP Support.

The phone number / call could have come from anywhere - it is typical that scammers claim to be from those locations that customers might believe are actual support for the company the customer believes he / she / they are trying to reach.

 I will report the incident.

Should there be a response to my inquiry, please expect the agent to contact you here before using other methods to respond.

For those reading:

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

and

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.

Thank you for participating in the HP Community.

The Community is a separate wing of the HP website - We are not a business group of HP..

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" .

[SusanP58]

Dragon-Fur, thanks so much for your thoughtful and detailed response. I feel like such an idiot allowing  myself to get scammed like that but in my defence I’ve been working on this for countless hours and I guess desperation and mental  fatigue had set in. Plus I just turned 63 so old brain syndrome 😊

I took a screen shot of the website, 123hp-setup.online/system/error when the bogus HP agent was helping me detect my printer error which came up as fatal error C0000022. 
I filed a report with the FTC today even though I’m currently in the UK. I just called the bogus HP support number they gave me and recorded the call to request a refund of the fees charged. 
when I do a reverse look up on the phone number it shows a residential address about 15 miles from here, if we weren’t in lockdown I’d be tempted to drive over there!

Still have the issue with my Laserjet Pro M14-M17 connection. When I switch it on both the power and warning lights flash. The WiFi doesn’t illuminate. I’ll try the link to the official HP  website when I’ve had a good nights sleep and hopefully I can resolve my connectivity problems.
thanks again for your time.  

[Dragon-Fur]

@SusanP58 

You are welcome.

I am sorry for the whole mess - you are not the only one to be caught - these are clever rats.

Best to start a new thread for the problem with the printer.

Personally, I have enough experience with Laser printers to fit in a thimble with room for tea. 

OR

If the printer is in Warranty:

HP Support - Technical Support for Devices in Warranty

Reminder

Case submission to HP Support is primarily directed at those whose devices are still in Warranty.

For the rest of us, this is not an option.

HP Support does not generally provide free service for out-of-warranty devices.

Our Community is not HP Support; we do offer help free of charge:

Post New Question

Scroll to bottom > Ask the Community

NOTES

• If you wish to pay for out-of-warranty phone support, let us know and we will forward a request.

• HP is not a "general" repair facility: Requests for out-of-warranty repairs might NOT be accepted.
• If your device is in Warranty and you cannot submit your case to Support, let us know and we will forward a request.

HP Technical Support – Contact Information

Submit information / case online

Sign in or continue as a guest

Reminders

• HP Phone numbers you find on the Internet have likely been hijacked.
• HP Support USA does not post public phone numbers.
• HP Support USA requires online case submission - local contact options are displayed after the case is submitted.

Many roads lead to HP Support.

In Windows

Settings > System > About > (Support) Online support > Contact an HP Agent

OR

(here at the Community)

Open homepage for  HP Community

At the top of the web page, hover mouse over Support

Beneath Support Resources > Contact Us

OR

Open website  HP World-Wide Support

 Select your region and follow the prompts

OR

Regional Links

USA / Canada

   HP® Customer Support - USA

UK

   HP® Customer Support - UK

OR

>>> Option - HP Support is on Facebook <<<

HP on Facebook

OR

Some regions in the World offer WhatsApp to connect with HP Support

NOTE - At this writing:  USA is not included in supported regions.

NOTE 2:  Submission Checks the device warranty status

Covered regions – minute 2:08

Video:    WhatsApp - HP Support

+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++

Product Registration

Register your product during first setup or soon afterwards

         Register HP Product and Registration FAQ

Have a Care Pack Warranty that needs to be Registered?

         HP Care Pack Registration Page

Warranty Check

Check the Warranty on your product

         Warranty Check – Single or Multiple Devices

NOTE:  Warranty date is updated after purchase and registration of the device.

If the device is not registered, or if there are other issues, submit a Warranty Dispute form.

       NOTE 2:  If the single-system-check fails to find your device, use the "multiple devices" method to

check single or multiple devices.

• If necessary, Select your Country on the main website page or at the bottom (click Flag)
• Scroll down > To the right of Check multiple warranties, Click Continue
• Enter the Serial Number and Country for one or more devices / systems to be checked
• Check the box to verify you are "Not a robot"
• Click Submit (at bottom of list entries)
• When the page opens, Click View Details

Reminder: Online database results do not impact the actual contract.

Warranty Dispute

Excerpted: If you think the warranty details of your product are incorrect, submit a dispute through the HP warranty validation website.

• If necessary, select your Region / Country:  Scroll to bottom of page and click the Flag
• HP Computers and Printers - How to Submit a Dispute to Validate Your Warranty

HP Limited Warranty Statements (General Information)

Standard Warranty, that is, the warranty included with the device, typically covers hardware as explained in the Warranty document.  Optional Care Pack warranties differ by contract.

• HP Limited Warranty Statements | HP® Official Site

+++++++++++++++++++++++++++++++++++++++++++++++++++++++++++

Thank you for participating in the HP Community.

The Community is a separate wing of the HP website - We are not a business group of HP..

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" .

[Jay_G24]

Hi @SusanP58,

Welcome to the HP Support Community. 

Please look for a private message from me requesting additional information. Keep in mind not to publicly post personal information (serial numbers and case details).

If you are unfamiliar with how the Community's private message capability works, you can learn about that here.

Thank you for visiting the HP Support Community.

Please click “Accept as Solution” if you feel my post solved your issue, it will help others find the solution.

Click the “Kudos, Thumbs Up" on the bottom right to say “Thanks” for helping!

Have a great day! 

[SusanP58]

Dragon-Fur, great screen name by the way!

Your support is very much appreciated, I’ll post my printer issue on this site