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Recent reviews

Sheila Rasmussen

Sheila Rasmussen

Rated 1 out of 5 stars

Buyer Beware!!! On February 26th, I bought an HP 9125e printer from Amazon. While it installed easily on my desktop, I could not get it to install on my laptop. The HP website listed hundreds of unidentifiable drivers, so as a last resort, I called customer support for help finding the correct one. Since the printer was brand new and under a one-year warranty, I assumed the assistance would be covered. Once connected, support agents took remote control of my computer and claimed they found two Trojan horse viruses. They insisted that my Windows firewall and antivirus software were not protecting my network, and that they had to "clean" the computer before they could complete the installation. After spending over an hour bouncing between three levels of support, they claimed my computer was clean—yet the printer still would not install. Finally, the top-tier tech manually installed the driver, which is all I had asked for in the first place. Once the printer was working, they hit me with an unauthorized $2,400 charge for a network firewall. When I refused, the agent aggressively down-sold the product, eventually dropping the price to $680 for one year. I stood firm, so he claimed he removed the firewall but demanded $300 for the work already completed to "fix" my clean computer. He insisted this was not covered by my HP warranty. Because they still had remote control of my system and I desperately needed my printer that day, I reluctantly agreed to pay. The agent strongly pressured me for my bank account number for an ACH transfer, but I insisted on using a credit card so I could retain the right to dispute the charge. Subsequent research confirmed that everything the agent told me was an outright lie. My computer was completely secure, running automated deep scans every week, and guarded by a VPN alongside Windows firewall. Furthermore, my credit card statement revealed I wasn't even dealing with HP, but rather a shady third-party customer service provider. When I called back the next day to demand a refund, the same representative refused. I later escalated the issue by sending a formal written complaint to HP’s executive offices, but my concerns were completely ignored. HP failed to honor my warranty and allowed a predatory third party to scam a loyal customer who has bought their products since the 1980s. This was my last straw; I will never buy another HP product and will be taking my business to Dell going forward.