I can certainly understand your frustration. I wish you had come to the community forum first, but when we are having computer problems the first thing we think to check is our warranty. I am a regular volunteer here, but I too, have heard that same pitch from tech support.
I see several issues here:
1. When the system was purchased your warranty was not completely explained to you.
2.
He begins to tell me that I need to fix it today and he's cheaper then any other service, he said no other service would fix it appropriately they would only do a system restore and wouldn't take the virus out of the registry.
He was incorrect, and I am sorry that he made that statement. No, Dell techs are not trained better in malware removal than any others. Perhaps he meant hardware training. In hardware, they probably are.
We no longer do one-on-one malware removal on this forum, but I will give you information below with a link to a forum where you can have someone work with you to clean up the system. They do not connect remotely, but will explain what you can do (so you can print out instructions) and will stay with you until the issue is resolved. They are required to take at least a year of training and NEVER simply tell you to do a system restore.
3. Perhaps you unfortunately ended up with an over-eager tech who wanted to make a sale. That is a shame and could be what gives some vendors a bad reputation.
Having said all that, we need to get you some FREE help ASAP with that virus. My suggestion is to post the required DDS logs on the Malware Removal Forum at SpywareHammer and have the staff trained in malware removal walk you through the diagnostic logs and a cleanup. Please do not attempt to run any additional scans, install software, or use any other tools until an analyst can advise you on the next step. If you use the same username there as you have here, I'll link it to this one and I can ask one of the trained analysts there to handle your post as soon as possible.Help is free, but you will need to register there and follow the posting instructions.
Good luck! Again, let me express how sorry I am that you had such a difficult time with that tech support person.
Bugbatter
3 Apprentice
•
20.5K Posts
0
June 1st, 2012 16:00
Hi Bamboozeled,
I can certainly understand your frustration. I wish you had come to the community forum first, but when we are having computer problems the first thing we think to check is our warranty. I am a regular volunteer here, but I too, have heard that same pitch from tech support.
I see several issues here:
1. When the system was purchased your warranty was not completely explained to you.
2.
He was incorrect, and I am sorry that he made that statement. No, Dell techs are not trained better in malware removal than any others. Perhaps he meant hardware training. In hardware, they probably are.We no longer do one-on-one malware removal on this forum, but I will give you information below with a link to a forum where you can have someone work with you to clean up the system. They do not connect remotely, but will explain what you can do (so you can print out instructions) and will stay with you until the issue is resolved. They are required to take at least a year of training and NEVER simply tell you to do a system restore.
3. Perhaps you unfortunately ended up with an over-eager tech who wanted to make a sale. That is a shame and could be what gives some vendors a bad reputation.
Having said all that, we need to get you some FREE help ASAP with that virus. My suggestion is to post the required DDS logs on the Malware Removal Forum at SpywareHammer and have the staff trained in malware removal walk you through the diagnostic logs and a cleanup. Please do not attempt to run any additional scans, install software, or use any other tools until an analyst can advise you on the next step. If you use the same username there as you have here, I'll link it to this one and I can ask one of the trained analysts there to handle your post as soon as possible. Help is free, but you will need to register there and follow the posting instructions.
Good luck! Again, let me express how sorry I am that you had such a difficult time with that tech support person.