BleepingComputer.com: How long should I wait to get help?

I posted a malware help request a couple of days ago in the HiJackThis forum. How long should I wait until I get help? I am already eight pages back on the post list and I notice that people who are even further back (like 16 pages) have also not received any help either. On average what is the turn around time? When should I expect a response? I know you guys are busy and I need to wait my turn but I'm just anxious. If I knew how long I should wait it would be easier to sit it out. Thanks.

- C. Thomas

Hello c_thomas

While we understand your frustration at having to wait, please note that Bleeping Computer deals with several hundred requests for assistance such as yours on a daily basis. As a result, our backlog is quite large, as are other comparable sites that help others with malware issues. Athough our HJT Team members work on hundreds of requests each day, they are all volunteers who work logs when they can and are able to do so. No one is paid by Bleeping Computer for their assistance to our members.

Further, our malware removal staff is comprised of team members with various levels of skill and expertise to deal with thousands of malware variants, some more complex than others. Although we try to take DDS/HJT logs in order (starting with the oldest), it is often the skill level of the particular helper and sometimes the operating system that dictates which logs get selected first. Some infections are more complicated than others and require a higher skill level to remove. Without that skill level attempted removal could result in disastrous results. In other instances, the helper may not be familiar with the operating system that you are using, since they use another. In either case, you wouldn't want someone to assist you who is not familiar with your issue and attempt to fix it, would you?

Please be patient. It may take a while to get a response but your log will be reviewed and answered as soon as possible.

Thank you for understanding.
The BC Staff

This post has been edited by garmanma: 20 July 2009 - 03:26 PM

I understand the issues, volunteers, different skill levels, complex malware etc... and I am sympathetic to those issues.

Surely someone there keep stats about how many requests you get, and how long it takes to initially respond to each one. I'm just curious as to what your average initial response time is. I mean if you tell me I have to wait three days or a week or a month that's fine, I will sit patiently and wait. Just curious how long I should expect to wait. Thanks.

- C. Thomas

The list is monitored daily
Again, it is hard to give you a time frame

Hello,

I see that you posted your topic July 15, 2009; 1:59 PM Eastern Standard Time in the U.S.A. At the moment, the oldest unanswered topic, and there are 511 of them, is dated Wed July 8, 2009 10:20 am using the same time zone.

As garmamna said, it is impossible to say when you will get a response. There are way too many variables. I'd suggest checking your topic for a response once a day.

Orange Blossom

After taking a look it seems that the oldest unanswered topic is now dated July 12th, 11 days ago, and is 50 pages back in the forum. So the list has moved four days forward in seven days. So I should hopefully get assistance in about four days from now?

I don't suppose you offer an expedited service any kind, perhaps for a small donation?

Sorry, I don't mean to piss anyone off with my whining and complaining, just frustrated.

- C. Thomas

Hi C.Thomas,

The help when you get it will be the best, so well worth the wait!
Once you are finished resolving the issue you're trying to solve - how about starting the training to help others in the future? Here's a link to the relevant thread here at BC
http://www.bleepingcomputer.com/forums/topic86678.html

I know that I'm not tech savvy enough to volunteer but if you are, why not go for it??

Just a thought ....

I saw a statement that said, after five days without a reply the post would be closed - I would infer that this happens only if help has been initiated by a trained individual.

It is true, waiting idle here is a test for patience.

I have noticed the "sorry for keeping you waiting" post and wondered if most users have not waited for help and have looked for, and were able to find answers in the Tutorials section. If that were the case, a reply to the original post would be helpful - or if they were unsure if they were clean - a follow up that asked for a log check.

I am glad to see the one on one help offered here and have no doubt that the level of help received is worth the wait!

1002 Richard S, on Jul 23 2009, 01:35 AM, said:

I still see this message:


Click on the program that you wish to sign up for.


Malware Removal Training Program
No available slots. Please check back at a later time.

Quote

Reason for that is because slots are limited to the number of teachers, or something along those lines. And when slots do open up, they generally fill up fast.

Thought so, a little more info on the program would be nice - probably not there to promote more interest.