I bought an HP **** printer last year (******). During setup, I experienced a setup pro...

GetHuman-theguigs's Technical Support issue with HP from March 2021

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The issue in GetHuman-theguigs's own words
I bought an HP **** printer last year (******). During setup, I experienced a setup problem and reached out to HP Technical support. I was quickly connected with an HP Technical Support technician. The support technician had me download software so that he could take control of my PC. He then went on to explain to me how my PC was infected with malware and was being used*controlled by outsiders. He explained about firewalls and assured me that 'we' would clean my system up and advised on purchasing some third party firewall*antivirus*anti-malware software (*$*** if I remember correctly). Once he urged me to pay for the software by providing him with a personal check (including banking info), I became concerned that he might be playing a scam and hung up. Eventually, I was able to overcome my printer setup problem.*Fast forward to today, I was changing the color cartridges on the same printer and got an error message saying the new cartridges were incompatible or defective. I then went to the HP Support site and connected via chat. The chat operator said that she would have a technical support technician call me. Almost immediately, I received a call from (***) ***-****. Once connected via phone, the technician had me download Ultraviewer software and proceeded to take control of my PC. After a few minutes, I found myself in the same situation as above. The technician explained that once my home router was breeched, hackers could configure my printer to cause problems. This didn't sound likely to me (I thought printers consisted primarily of firmware). It also appeared that I was heading down the same path as before so I hung up.**Eventually, I swapped out cartridges with the originals and discovered the problem was with the blue cartridge. My wife went to Staples and they exchanged the bad cartridge for a good one. The printer now works fine.**My concern is with your technical support. Why would HP Technicians dwell on a computer security issue when the problem is with my printer? Was I speaking with an HP technician or have scammers been able to hijack your support system?

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Technical Support issue
Reported by GetHuman-theguigs
Mar 22nd, 2021 - 2 years ago
Not resolved
Seen by 17 customers so far
Similar issue to 7441 others
0 customers following this


GetHuman-theguigs started working on this issue
Mar 22nd, 2021 7:30pm