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why is my issue not being addressed..


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#1 pcshekhar

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Posted 22 April 2011 - 11:07 PM

i had posted a problem with google redirect virus 4 days ago. I see a lot of posts addressed in a day. I was recommended to this site but now .. I also raised my concern to the admins that i had posted the dds log as a reply which might delay the response but got a very blunt response..

i think i am done waiting

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#2 Blade

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Posted 22 April 2011 - 11:37 PM

Hello.

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. Although 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.We have mechanisms in place to prevent logs from being overlooked, so do not worry that you have been forgotten.

Average wait times fluctuate depending on a number of factors including the number of cases posted and the number of helpers we have available, and their real life schedules (don't forget that everyone is a volunteer here!) Currently the wait time looks to be about 8-9 days on average. Logs are currently being taken from the 13th of April.

***************************************************

If, for some reason, you are unable to wait for a response, then I'm afraid the only recommendation we can make is to back up your documents and wipe your hard drive followed by a reinstallation of Windows. I apologize that we are unable to meet your expectations, but we are doing the best we can to provide this free service.

Hope that helps explain things a bit. If you have any questions please feel free to send me a PM.

~Blade
Forum Global Moderator

Edited by Blade Zephon, 22 April 2011 - 11:58 PM.

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