Posted 06 September 2009 - 09:13 AM
I think that ccss summed it up quite nicely. Everyone on the site is a volunteer and helps on the site on their free time. Due to this, and the lack of many trained helpers, it is obvious that our helpers can get quickly overwhelmed with the requests for help here at the site. If you want free help you have to be prepared to wait for it. I am sure if you were offering free consulting for your customers you would quickly become swamped.
New and more devious malware are released daily, and analyzing this malware so we can help members like yourself who either can't figure it out or do not want to "waste more time" trying to, takes up even more of our time.
As for recruiting more helpers, this is a long and lengthy process. The training at the various malware removal schools is quite intensive and time consuming. Therefore, many students do not want to stick with it and never graduate. As we pride ourselves on the excellent support we provide, we only allow graduates to help in the the malware removal section in order to protect our users computers from incorrect advice.
So, unfortunately this means that we sacrifice speed of response for quality response, which I think is a good trade-off. Here at BC, everyone always gets an answer, their problem will be resolved, but it may take a bit of time. Also remember we are not a resource for consultants to receive quick answers on how to fix their clients computers and it these people who typically require an immediate response. For consultants who need more knowledge about a particular malware we are always happy to answer general questions in the Am I infected forum.
For those wanting to be a trainee, like our team, the coaches are limited as well. Therefore we can only accept a certain amount at a time. If you feel you are highly qualified and are willing to assist here at the site in your own free time after you graduate, then we would be happy to try and make an exception. Just PM myself or one of the Study Hall Admins to get on the waiting list.
Hope this explains the delays and why they are sometimes unavoidable.