Canon customer service is rude and manipulative.

[Sunny23]

I just recently bought a a new printer a TS3722 and i tried connecting it to my new laptop (its a windows). I tried installing it the way it wanted me to and i when I got the "Fatal Errors" Message i resorted to "customer service". Worst idea ever. They wanted my name and number so they could call me. Fine. I got the call from an unknown number and i answered and this indian guy said he was going to help me with my issue. He wanted access to my computer VIA "Anydesk" and i didnt have a really good feeling about it but i let him because hey hes CS Right? Wrong. He kept going on and on about how my computer is slow (Its brand new) and how my current Antivirus (McAfee) Although expired, was a terrible choice. Man i just wanted my printer working so i let him go on to explain and he explained it in a way that made it seem like he was recommending it. Some other web program that was like $90 Bucks a month. He never once said i was paying for anything, never once asked me if i even WANTED the **bleep** program, he deleted my previous antivirus and installed his. I told him many times i will talk to my husband about it. and by the end of the conversation he got mad when i said no. He kept talking over me and REFUSED to let me talk, said he would talk to his family and to never call again and that hes going to undo all his work. I uninstalled everything myself and restarted my computer and he angrily hung up the phone. But hey at least my printer works now!

Im just a little nervous by how he acted. Is this the kind of people you guys hire? I mean he called me from CS not the other way around. I fail to see how i told him i wanted my printed fixed went to i have to pay almost 100 bucks for an antivirus that i didnt ask for. I should get free ink for this...jk.

-Sarah D.

[Danny]

Hi, Sarah!  We absolutely understand your concern and it sounds like you spoke to someone who wasn't affiliated with Canon USA in any way.  We don't deal in antivirus software or support for computers or laptops, and we like to think our in-house support agents are a lot more personable than what you described.  To get support right from the source, just register your printer with us HERE first and then give our support team a call at 1-800-OK-CANON (1-800-652-2666).  We're open Monday through Friday.

We hope to talk to you soon!

[shadowsports]

Greetings Sarah D,

I'm sorry to inform you, but you were scammed.  Canon does not sell antivirus software.  I'm sure you thought you were speaking to Canon USA, but unfortunately you were not.

Please understand, it is your responsibility to know and verify the identity of anyone you contact for help or support.  Canon has no way to police the actions of individuals.

I'm sorry this happened.  To ensure you are speaking with official Canon Support representatives, use the information provided by Danny (moderator) above.  

If you provided your credit card affirmation to this person, I recommend you contact your financial institution and report the incident.

If you allowed remote access to your computer, you may want to ensure the security and integrity of your system.  If you are not comfortable doing this, you may want to seek professional assistance.  

No one likes to admit to making these types of mistakes, but please do ensure the security of your system and protect your financial information.  

The Canon Community is frequented by Canon product experts, and fellow users like yourself.  You are welcome to ask for help here or through the MyCanon support portal mentioned above.  

Wishing you the best 🙂

[Sunny23]

No no I get that. What I don’t get is how I ended up talking to him when I followed YOUR instructions that came in YOUR companies printer box…no info was given and my laptop is secure and I double checked I spelled everything correctly but the website I was taken to was the one that your company gave me, not one I looked up. Here’s the website in question. 

[Danny · Accepted solution]

We double-checked the URL printed there and it works.  You'll find it right HERE and it'll walk you through your printer setup, including Wi-Fi setup, step by step.

If you type in the URL, be sure to enter it exactly as it appears.  Some folks have wound up in the wrong part of the internet by mistyping the address or adding things to it that aren't supposed to be there.

Hope this helps!

[Sunny23]

I’m telling y’all nothing was added to it I typed it in perfectly.

[SamanthaW]

If you ended up on a search page and clicked through to the website after typing it in that is likely the misstep. You risk 3rd parties being involved because of how search engines crawl the internet for related terms!

[stevet1]

Sarah,

I know that you said you uninstalled everything, but I'd strongly encourage you to get your computer checked out by a professional.

This person could very well have installed a Trojan horse on your computer that you are not aware of. 

When he said he was going to "talk to his family", alarm bells started going off.

Steve Thomas 

[SignifDigits]

Sarah,

Thank you for reaching out.  I truly hate that this happened to you, and the people that do this sort of thing to others.  I'm certified in cybersecurity as well as interested in photography.  Canon was not on your computer.  You should assume that the person on your computer got all of your data and has installed malware.  I would suggest that you disconnect your computer from the internet, perform a backup of your data, then do a full clean reinstall of the operating system.  You will need to change any password that was stored in files on your computer associated with any online account, as well as a new password for the computer.   Start with any financial institutions as that is where they will start, credit cards, cards stored in your Google wallet, etc.

This sort of thing is just awful, but please take this seriously and take immediate action.  You can call your financial institutions and credit cards and alert them to be on the lookout for suspicious activity.  If you act quickly you might avoid anything awful - I hope.

I just typed the URL from your photo, and got here to the correct Canon site.  I very much doubt that this is what you saw and experienced.

Second page was here: