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Wondering if i've been missed


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5 replies to this topic

#1 muddy90

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Posted 28 June 2010 - 06:17 AM

Hi

I'm not trying to queue jump but I posted on 23 June, I'm having real problems trying to clean up a friends net book and wondered when someone will be able to offer assistant. I appreciate that you've been extremely busy.

Thanks in advance

Mike

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#2 Blade

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Posted 28 June 2010 - 02:32 PM

Hello.

As you already know, your topic was replied to late this morning. However, for the benefit of others who may read this thread please note the following information. :thumbsup:

While we understand your frustration at having to wait, please note that BleepingComputer deals with several hundred requests for assistance such as yours on a daily basis. As a result, our backlog is quite large, as are those of other comparable sites that help members with malware issues. Athough our MRT staff work on hundreds of requests each day, they are all volunteers who contribute to helping members as time permits. No one is paid by BleepingComputer for their assistance to our members.

New and more devious malware infections are released almost daily. It then takes time for our Team to to investigate, analyze and test removal techniques before we can help members like yourself. Doing that means that we sacrifice speed of response for a quality response that will help remove the malware more effectively.

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.

Good luck on the removal.

~Blade

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#3 petergriffen

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Posted 25 July 2010 - 07:02 PM

Is there an amount of time that'd say the backlog is? A week? I know it's all variable as well.
Edit nevermind. I found within a few searches.

Edited by petergriffen, 25 July 2010 - 07:08 PM.


#4 Blade

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Posted 26 July 2010 - 08:28 PM

The wait time fluctuates considerably. . . currently it is at about a week.

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#5 petergriffen

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Posted 26 July 2010 - 08:40 PM

Thanks I accidentally posted twice, hopefully that'll get caught once my question is answered.

#6 Blade

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Posted 26 July 2010 - 08:52 PM

Deleted one of the duplicate topics, and replied to the other one with instructions on how to properly start a topic in the Malware Removal Logs forum. Hope that helps.

~Blade

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