Hi
I've had mysterious items that BD found in my rootkit months ago. And months ago I was given a set of instructions by Stefan to run a deep system scan, send him a log file, run a AVIS and GERM, etc and send them to him, etc. I was told that DB would look at the files I sent and tell me how to proceed. But I've never gotten an answer! This original attempt to deal with the issue was under
Ticket ID:200807021006332.
Last week I got on the chat window with a DB tech guy who told me the ticket id issue was too old and I should run a deep system scan again. When I asked him why BD didn't respond to my files sent earlier, he simply disconnected from the chat. (I can't remember his name or I'd post it).
Yesterday, I got on a chat again and spoke with Stephen who said that I should run a deep system scan and email the log in (Ticket ID:200811181000861). He said once they receive the log they'll let me know within 2 hours what I should do. Well I scanned and sent the log in last night (Monday, Nov 17th); and I expected to hear something from BD tech support sometime today. Well, it's now 3:40 PM PST and no sign from them, despite an earlier email asking what was going on.
I just tried to access the tech chat window but it seems to be down and only gives me the email button (which does not work!). I've now been on hold on the BD tech support phone line now for about 30 minutes and I don't have faith that I'll get through.
Also, the tech chat support doesn't work on my PC, not in IE6 or Mozilla. So I'm on my Mac. What's up with that?
So what can I do about this rootkit issue?
Why didn't BD support answer me months ago?
Why didn't the 2-hour response time hold?
Should I look for another antivirus/protection vendor for my PC?
Thanks
Andio