HP tech support trying to sell "Windows warranty" for $499 during printer support

[tankman1989]

I just came across a thread about people recently calling HP support for printer tech support and getting a spiel about "windows not being under warranty" and then asking for a credit card to "make things right". I would not have believed this had it not happened to my uncle a few months back.

I built my uncle a new Windows 7 machine a few months back and he decided to buy a new HP printer. He got it home and had problems so he called HP tech support and the next thing he knew he had a tech remoting in and telling him the problem wasn't with HP it was with his "Windowz warranty" and that he didn't have any "warranty" so they couldn't help him. The tech support, for HP, could miraculously remedy this situation with a "warranty" for only $499, and they could do it right there if he provided a credit card! Imagine that!

Now the other thread I read was almost exactly the same but they only asked for $39.99. My uncle lives in a VERY exclusive zip code/area so I'm guessing the reason for his outrageous $499 warranty may have been due to this. IDK, it's the only thing that I can guess.

So, the reason I am writing this is to let others know that there is something up with the legit HP 800 number, whether it is being re-routed or if they have a rouge 3rd party help desk (which is what I am guessing).

So has anyone else run into this or heard of anything like this?

 

[YeOldeStonecat]

I have a feeling it's a misunderstanding...not "Windows is not under warranty"...or "out of warranty"...but the fact that the warranty only covers hardware....not software...thus not Windows. Example....reinstalling Windows is not covered under warranty if you want someone to do it for you.

You can get enhanced/additional support, direct support for other non-hardware related problems...and that is found through a partner nearest you withing a chosen XXX mile radius. Perhaps some additional enhanced support contract for 1 or 2 years was selected for that price.

 

[tankman1989]

I have a feeling it's a misunderstanding...not "Windows is not under warranty"...or "out of warranty"...but the fact that the warranty only covers hardware....not software...thus not Windows. Example....reinstalling Windows is not covered under warranty if you want someone to do it for you.

You can get enhanced/additional support, direct support for other non-hardware related problems...and that is found through a partner nearest you withing a chosen XXX mile radius. Perhaps some additional enhanced support contract for 1 or 2 years was selected for that price.

No this wasn't a misunderstanding. The guy was straight up trying to sell my uncle a "Windows Warranty" because his new Windows machine had not warranty. Even if they were only talking about some kind of HP warranty, like onsite business support, it would not make sense because the printer was less than $100 to begin with.

When I first heard the story I was fighting my uncle about it as well. I just didn't believe what he was telling me. It didn't sound plausible at all, unless he had a rouge 3rd party support service trying to get his credit card info. I didn't believe this story until I heard the same thing was happening to other people who were calling HP tech support for a new printer that wouldn't install.

Now when I hear the same outrageous, ridiculous story from multiple unrelated sources, I have to give it a little consideration, especially when I know how some of these 3rd party support companies are located in Asia and such.

 

[YeOldeStonecat]

Interesting....
Was any paperwork exchanged?
Phone number still in the logs?

I deal with HP a lot...but only their business computer support (business desktop machines and servers).

 

[tankman1989]

Interesting....
Was any paperwork exchanged?
Phone number still in the logs?

I deal with HP a lot...but only their business computer support (business desktop machines and servers).

I can ask my uncle if he recorded anything from the call, but I doubt it. He called me asking about a "windows warranty" and told him there wasn't really any such thing, other than that which comes with the operating system.

I did ask him what phone number he called and he told me it was from the install guide inside the printer box. It was whatever was printed on the HP quick install guide. This is what he told me, which is why I just couldn't believe what he was telling me.

The only conclusion I could reach with HP service offering a "Windows Warranty" was that it was a rouge 3rd party provider trying to take advantage of the customers.

I still find it difficult to beleive so I submitted this issue to HP customer support to discuss it and inform them of the issue. Maybe the have run into this before but don't know which support provider is doing this.

I know a lot of US vendors outsource their tech support to Asia so it isn't out of the question that this could happen. It is sad that this is even an issue for discussion. If HP (and other vendors) kept their tech support in house I wouldn't believe this at all, but with all the scams I have seen coming from the East and the support being outsourced there, the issue/question begs to be asked.

 

[coffee]

This is quite interesting.

Had a customer call me the other day that they talked to support to get their printer fixed. They actually clicked on a HP link in google. First link they said. Got a phone number and called. They also wanted 499 to fix the problem and wanted to remote in. Unfortunately the customer let them login and some malicious stuff got installed (thus triggering my service call).

My customer is atleast price savy as she talked them down to 39 bucks.

Now this is the first time in a while I have run into this so I really havent persued it in anyway. I was under the impression that my customer clicked on a fake link or something like that. But the situation sounds pretty similar its just it wasnt a number on a paper in the box but a hp support link in google.

 

[tankman1989]

This is quite interesting.

Had a customer call me the other day that they talked to support to get their printer fixed. They actually clicked on a HP link in google. First link they said. Got a phone number and called. They also wanted 499 to fix the problem and wanted to remote in. Unfortunately the customer let them login and some malicious stuff got installed (thus triggering my service call).

My customer is atleast price savy as she talked them down to 39 bucks.

Now this is the first time in a while I have run into this so I really havent persued it in anyway. I was under the impression that my customer clicked on a fake link or something like that. But the situation sounds pretty similar its just it wasnt a number on a paper in the box but a hp support link in google.

What you describe, with the HP link on google, is what I first thought happened in my situation but I asked him specifically 3x where he got the number and even asked if it was a link/referral or from the package. He said the package. I still didn't believe him because he has a history of omitting certain helpful details from my troubleshooting procedures.

Now that you explain your situation I have the feeling this is what happened with my client but he was to embarrassed to tell me the truth.

 

[Dameize]

This reminds me of the fake microsoft calls. I used to tell them I had their number logged and it had been traced etc and theyd hang up

 

[altrenda]

I searched HP support in google and these were the first 3 (paid) listings.
The first one will definitely remote in and try to sell you a warranty.

HP® Support - Get Online PC Support, Free PC Scan
hp.supportdock.com/HP-Support
Call 1-877-870-1648 (US Toll-Free).

HP Tech Support - Call Tech Experts At 1-888-879-3149
hp-support.techmantra247.com
Get Instant Tech Support For HP

Hewlett Packard Support | HP-Tech-Support.supportmart.net
hp-tech-support.supportmart.net
Call Our Experts at 1-877-334-4955. Get 24x7 Premium Support. Call Now!

 

[YeOldeStonecat]

I searched HP support in google and these were the first 3 (paid) listings.
The first one will definitely remote in and try to sell you a warranty.

HP® Support - Get Online PC Support, Free PC Scan
hp.supportdock.com/HP-Support
Call 1-877-870-1648 (US Toll-Free).

HP Tech Support - Call Tech Experts At 1-888-879-3149
hp-support.techmantra247.com
Get Instant Tech Support For HP

Hewlett Packard Support | HP-Tech-Support.supportmart.net
hp-tech-support.supportmart.net
Call Our Experts at 1-877-334-4955. Get 24x7 Premium Support. Call Now!

First red flag should be..."Notice none of them are HP.COM domains?"...they're just aftermarket support poaching people looking for HP support by hitting SEO pretty well.

Noe of those phone numbers are here: (which should be peoples first place to go)
http://www8.hp.com/us/en/contact-hp/phone-assist.html#section1

 

[tankman1989]

First red flag should be..."Notice none of them are HP.COM domains?"...they're just aftermarket support poaching people looking for HP support by hitting SEO pretty well.

Noe of those phone numbers are here: (which should be peoples first place to go)
http://www8.hp.com/us/en/contact-hp/phone-assist.html#section1

This is the same problem I run into every time I tell my mom to do a google search. I tell her to click the first result, and specify not to click on the three top ads at the top. She never seems to understand that the top ads look different and are paid for.

Google should make it clear that the first three results are ADVERTISEMENTS!