Consumer Alert
Office Depot computer scans gave fake results
Most of us manage basic computer safety on our own. We keep security software and firewalls up to date, and ignore pesky pop-up ads about computer health. Many of us would gladly take advantage of a free computer tune-up from a big-name retailer. We wouldn’t suspect the tune-up might be a tech support scam.
But according to a recent FTC complaint, that’s exactly what happened at Office Depot and OfficeMax stores. Many customers who took their computers in for a free “PC Health Check” at Office Depot or OfficeMax stores between 2009 and November 2016 were told their computers had malware symptoms or infections — but that wasn’t true. The FTC says Office Depot and OfficeMax ran PC Health Check, a diagnostic scan program created and licensed by Support.com, that tricked those consumers into thinking their computers had symptoms of malware or actual “infections,” even though the scan hadn’t found any such issues. Many consumers who got false scan results bought computer diagnostic and repair services from Office Depot and OfficeMax that cost up to $300. Support.com completed the services and got a cut of each purchase.
Office Depot, Inc. and Support.com, Inc. have both agreed to proposed settlements with the FTC to resolve the FTC’s allegations. This press release has details about the terms of the proposed settlements. The companies will be prohibited from making various deceptive claims and will also turn over a total of $35 million to the FTC, which the FTC expects to use for refunds. If the FTC can give refunds, we will publish another blog with details.
The FTC has information to help you manage security online. Read about ways to keep your computer security up to date. Learn how to avoid, discover, and get rid of malware that may download viruses onto your computer or cause it to crash. If you find malware was installed on your computer, you can report it to the FTC at www.ftc.gov/complaint.
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In reply to Why is it when Consumers are by kimberlyhammond543
Office Depot has agreed to pay $25 million. Its software supplier, Support.com, Inc., has agreed to pay $10 million as part of their settlements with the FTC. The FTC intends to use these funds to provide refunds to consumers. If the FTC can give refunds, we will publish another blog with details.
To sign up for FTC email updates about this case and other consumer news, click the blue button near the top of the blog that says GET EMAIL UPDATES.
In reply to Office Depot has agreed to by FTC Staff
In reply to I agree with Bridgett Small. by rmhvh12
The goal of FTC law enforcement actions is to halt illegal practices, and when possible, get refunds to people who lost money.
After an FTC lawsuit or settlement is final and the defendants have paid the money the court orders, the FTC develops a plan for returning the money to the right people. If there is money left over at the conclusion of the refund program, or if there is not enough money to provide meaningful refund amounts, then the FTC sends the money to the U.S. Treasury, where it is deposited into the General Fund. The FTC keeps none of the money for its future operations.
From July 2017 - July 2018, the FTC directed dozens of mailings to send $122 million in refunds, and supported refund programs administered by FTC defendants or another federal agency to deliver more than $2.3 billion in refunds. Read the 2018 Annual Report on Refunds to Consumers.
In reply to Suppport.com is misspelled. by Compusite
Thanks. Fixed it.
In reply to I went to office depot during by Khe
The companies will turn over a total of $35 million to the FTC, which the FTC expects to use for refunds. If the FTC can give refunds, we will publish another blog with details.
To sign up for FTC email updates about this case and other consumer news, click the blue button near the top of the blog that says GET EMAIL UPDATES.
In reply to Why no jail time for anyone? by JB
The FTC is a civil law enforcement agency. If an FTC case includes behavior that also violates criminal laws, we inform criminal prosecutors. Many of our partner agencies, including the U.S. Department of Justice, U.S. Attorneys, and other federal, state, and local criminal law enforcers, have the power to put people in jail.
In reply to Why aren’t people at by NotARealAddress
In reply to "... If the FTC can give by Brad
After an FTC lawsuit or settlement is final and the defendants have paid the money the court orders, the FTC develops a plan for returning the money to the right people. If there is money left over at the conclusion of the refund program, or if there is not enough money to provide meaningful refund amounts, then the FTC sends the money to the U.S. Treasury, where it is deposited into the General Fund. The FTC keeps none of the money for its future operations.
From July 2017 - July 2018, the FTC directed dozens of mailings to send $122 million in refunds, and supported refund programs administered by FTC defendants or another federal agency to deliver more than $2.3 billion in refunds. Read the 2018 Annual Report on Refunds to Consumers.
To get informed, sign up for FTC email updates about this case and other consumer news. Click the blue button near the top of the blog that says GET EMAIL UPDATES.