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No help received in 2 weeks


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#1 rendezvou

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Posted 20 July 2011 - 09:57 AM

My topic is at http://www.bleepingcomputer.com/forums/topic408366.html/

How much is the usual wait time could someone please give me some idea?
I am not sure if my topic has been overlooked or this is normal.

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#2 Blade

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Posted 20 July 2011 - 10:06 AM

Hi rendezvou,

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

Your patience is greatly appreciated.

Unfortunately there isn't any way to accurately predict the wait time; it is constantly in flux. I apologize for any inconvenience this may cause.

~Blade

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#3 Zoooma

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Posted 27 July 2011 - 06:28 AM

I posted on July 18th at 10:05 pm EST....

and I've noticed that none of the "0 Replies" posts behind mine have been answered since then. No movement on those in almost 8 days now (as I type this.)

I am being patient, I'm not complaining, but I am so dejected and in a horrible predicament because of this virus, and I'm like others who are wondering -- does it really take a month or two?? Because there's no movement on those "0 Replies" posts, will it even take like 3 or 4 months???

Thank you for all you do here to help folks. I wish you would post something so people know that it will take months to be helped.

Thanks again, patiently waiting and looking forward to eventually being helped :)




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