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. Although 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.
We do try to address the oldest topics first, but 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 so 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.
Those responses you saw apologizing for the delay and requesting fresh logs are made to the oldest topics. We need to see the latest information in order to provide accurate assistance, and we also need to know if the member still needs assistance. If the member doesn't respond, we assume the topic has been abandoned and close the topic. If the member contacts us via PM soon enough, we will reopen the topic and work to resolve their computer issues.
We do respond to every topic posted in the HiJack This forum, but it just may take quite a bit of time. At present, it can take up to two weeks. In the past it has been as long as a month or more. If we respond to a topic before we are ready to assist the member, the topic could very well get lost because it would vanish from the list of unanswered HiJack This topics.