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My First Come/First Serve Rant


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#1 C0113c70r

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Posted 03 September 2016 - 12:08 AM

I apologize ahead of time if this post appears a bit rude to some, but there are individuals such as myself who have attempted to follow the rules of this site in posting requests for assistance and being patient as we await the first come/first serve help that we so desperately need.

I mention this because I initiated my request for assistance in the "Am I infected? What do I do?" forum on 31 August. Instead of my request for help being moved to the "Virus, Trojan, Spyware, and Malware Removal Logs" (VTSMRL) forum, I was instructed on 01 September by a BC Advisor to create a new post there which moved my request for help backwards in the queue.

I am looking at the long list of posts in the VTSMRL forum sorted in the order of their start date. There are 9 requests for help that were posted AFTER my second request for help. Of those 9 posts, 4 have already begun to receive assistance from BC and those 4 requests were started just yesterday.

I'm still waiting, just as others are, patiently for help. Sure hope I can get some - I'm running out of word games to play in the "Forum Games" forum while I wait.


If you didn't get the answer you wanted to hear,

you were probably asking the wrong question.


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#2 Animal

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Posted 03 September 2016 - 03:26 PM

Hello.

While we understand your frustration at having to wait, please note that BleepingComputer deals with hundreds of requests for assistance such as yours on a daily basis. As a result, our backlog is can be 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/FRST 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 2-3 days on average. Logs are currently being taken from the 29th of August.

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#3 Grinler

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Posted 03 September 2016 - 03:30 PM

I also responded to your PM.



#4 C0113c70r

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Posted 03 September 2016 - 08:05 PM

@Animal @Grinler - Thank you both for your responses to this rant.


If you didn't get the answer you wanted to hear,

you were probably asking the wrong question.





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