How long to respond?

I had some suspicious PC application problems which I reported to ESET.

They requested a scan log and a SysInspector output file which I emailed to them 8/31/2010 around 8:30am EDT. I realize it's been only five working days since I sent it, but I'm curious as to how long it usually takes to get an answer.

Incidentally, I did not get an acknowledgement that they received the email with the scan. Is that customary?

Thanks
EdP

 

Hello EdP,

Did you email the information to a support team or to the virus lab? Do you have a case number?

Thank you,
Richard

 

Hi, Richard ...

It was sent to ESET Customer Care under case number 564516

EdP

 

Hello EdP,

I have asked a support engineer to take a look at your SysInspector log and to provide help. Please let me know if he is able to assist you with your issue.

Thank you,
Richard

 

Richard ...

Thanks for interceding.
I received an email from Customer Care dated six minutes after your post.

FYI ..
The Rep found nothing suspicious and suggested I download and run the Advanced Cleaning Tool which includes a Network Settings Repair module and a collection of AV tools to download comprising MS Malicious Software Removal Tool, Combofix, MBAM, and SAS.

Unfortunately, I received "unable to download" error messages on the first two and I've already run MBAM and SAS Pro several times, neither of which found a problem.

I reported this to the rep - let's see what's next on the agenda.
Thanks again for stepping in.

EdP

 

Hello EdP,

Thank you for the update and I hope that the support engineers are able to assist you. Please let me if you are helped.

Thank you,
Richard

 

>Please let me if you are helped.<
They tried, but were unable to help.

What I found most objectionable was that ESET offers no way for a user to update the signature database manually ... unless you're a commercial customer!

I just renewed my subscription last week, but I think I'll just consider that money down the drain because I plan to look elsewhere for an AV app.

I had a week-long session with elise at bleepingcomputer.com who, using various software tools, pretty much verified that all the malware has been eliminated. Reinstalling Broadcom seems to have taken care of the on-again off-again connection problems.

Even though the PC is now working like a champ, I wouldn't be surprised if something's lurking in the background waiting to strike. Yes, I am a pessimist.

Thanks again for interceding and for following up.

EdP