Dell called and now computer is broke

Question

dell called two days ago saying my computer is freaking out. I was out of town and couldn't address any problems. They are correct. Computer will not boot. My media recovery disk is "invalid" and I have no idea how to contact the department that called me to help.

The attempted restarts take me back to the automatic repair screen because it did not boot properly. Refreshing my PC goes no where due to CD being "invalid". My back ups are with Carbonite and I am to ignorant on how to access a previous image. I do not have a copy on the computer to access.

I believe this is related to Windows 10 being downloaded but not installed on the machine. An automatic install may have been attempted although I thought it wasn't supposed to.

Help what do I do next, I'm out of ideas? Or who can get me in contact with department X from dell

Philip_Yip · Answer

BE CAREFUL! Dell do not randomly cold call.

It sounds like some scammer has installed Malware on your system, similar to here:

http://en.community.dell.com/support-forums/virus-spyware/f/3522/p/19639371/20783509#20783509

They know your system is a Dell and have got your number so they have called you posing to be Dell and trying to get you pay for them to "fix" your system. DO NOT PAY THEM!

I am going to move this thread to the Virus & Spyware forum.

kjserviceswp · Answer

ok. I could use some guidance on what to do next. restarting into safe mode is not working. I have opened the cmd window and tried to run windows defender without success. I tried the following x:\windows\system32>mpcmdrun -scan -scantype 2

c:\>program files\windows defender>mpcmdrun -scan -scantype 2

c:\>\program files\windows defender>mpcmdrun.exe

all were unrecognized. The c:\> is what shows when I ask for c:

I am unsure if I am going in the wrong direction or if I am typing incorrectly with my commands. Kaspersky is the security that was loaded beyond the pre-installed windows security programs.

Philip_Yip · Answer

What model of Dell and version of Windows came preinstalled?

kjserviceswp · Answer

XPS ONE 2710 with 8.1.   8 was the original OS

Philip_Yip · Answer

You should be able to download a Windows 8.1 with Update 1 .iso and perform a Clean Installation: http://dellwindowsreinstallationguide.com/download-windows-8-1-retail-and-oem-iso/

Virus & Spyware

Dell called and now computer is broke

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