Report: #938388

Complaint Review: HP (Hewlett-Packard)

  • Submitted: Sat, September 08, 2012
  • Updated: Sat, September 08, 2012
  • Reported By: gloria — Aurora Colorado United States of America
  • HP (Hewlett-Packard)
    3000 Hanover Street
    Palo AltoInternet, California
    United States of America

HP (Hewlett-Packard) money making scam by HP Support Services. Palo AltoInternet, California

*General Comment: What did you do prior to calling back HP about the printer?

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We were having problems with our computer.  I contacted HP support as we pay a monthly fee to HP support to assist with any computer problems we have.  In order to assist with the problem HP support has to remote control to the pc.  After several minutes the technical assistant said the computer had a virus and the only solution was for us to purchase disc (from HP Support) to restore the pc back to factory settings.  In order to set the pc back to factory setting all external devices had to be unplugged i.e., printers, etc....  We purchased disc and proceeded to restore the pc back to factory settings.  Our printer is also an HP product.  Once the computer was restored to factory settings, the printer would no longer respond to commands from the pc.  I contacted HP because the printer was working perfectly pro to the restore of the pc.  Ofcoarse the first thing HP did was asked for the model number for the printer, determined it was more than a year old and insisted the the printer had a hardware problem that could only be fixed by paying them at least $94.00 to fix.  This rippoff is so blatantly obvious it is unreal.  The reason we were paying HP $15.00 a month for support the computer is because the first time we had problems with the pc and called HP the computer was just over a year old and out of warranty.  The same scenario happened at that time, HP could only assit if you paid them $.  I don't beleive anything was wrong woth our computer or printerthat HP could have not fixed over the phone.  Instead the scam is not to fix anything but a way for HP to continue to bring in revenue with this scam.
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#1 General Comment

What did you do prior to calling back HP about the printer?

AUTHOR: Steven - (U.S.A.)

When you restored your PC to the factory defaults you removed any drivers as well as other software from your computer that was added after you bought it.

Prior to reconnecting your printer you should have reloaded the drivers and other software that your printer uses before reconnecting your printer and then treat it as you would have a new printer. Did you do that before calling HP?

Most problems occur when the support person and the customer make assumptions about what was done before the call was placed.
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