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#1 jjjjjoan

jjjjjoan

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Posted 28 October 2010 - 02:46 PM

Please understand that I'm not complaining. The guide states that you try to answer posts on a first come first served basis, but newer posts are being answered before mine. I tried to follow the prep guide but I may have done things wrong as I am a new user and not that educated about computers. If more patience is required I'm fine with that. I'm just looking for direction. Thank you for your time and tolerance!
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#2 Budapest

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Posted 28 October 2010 - 04:11 PM

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. Although our MRT 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, neither of us want someone to assist you who is not familiar with your issue and attempt to fix it.

Please be patient. It may take several days to get a response but your log will be reviewed and answered as soon as possible. I advise checking your topic once a day for responses as the e-mail notification system is unreliable.

Thank you for understanding.

Budapest
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The power of accurate observation is commonly called cynicism by those who haven't got it.

—George Bernard Shaw




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