AVG phone support

[elootos]

My parents called me last week as they had a problem with a virus on their laptop giving a whole heap of scare-tactic problems with pop-ups;

"Your PC is under attack and all your credit card details are being stolen. Click here to but the software to fix it for only $119..."



Then it started giving them blue-screens-of-death and rendered the PC unusable. So while I looked online for a bootable virus-scan CD and an easy way of telling them how to run it, they just did what the older generation would tend to do and phoned up their virus software maker, AVG.

They got through to someone straight away and they got emailed a solution within minutes written in a way they could follow with ease. 20 minutes later the virus was gone. Job done.

Bravo to AVG for actually having a human on the phone who can help in times of IT need.

Dear customer,

Thank you for your call,

Please follow the below instructions:

Step 1)

- Turn on or restart your computer.
- Immediately after "Starting Windows..." information is displayed, press
the F8 key on your keyboard.
- Select the Safe Mode option from the menu using the arrow keys.
- Then press Enter on your keyboard to boot into Safe Mode.

Step 2)

Set your operating system to show hidden files and folder:

Start -> Control Panel -> Folder Options -> View tab -> Tick 'Show hidden
files and folders' and click 'Apply'

Step 3)

Browse to the following location:

For machines running XP: C:\Documents and Settings\All Users\Application
Data\
For machines running Vista\Windows 7: C:\Program Data

- You will see a folder which is randomly generated eg: 50432014
- Open this folder and you will see the Security Tool file eg: 50432014.exe
- Right click on this file and click 'delete'
- Close down all open Windows and restart the computer

The infection should now be removed

Best regards,

AVG Technical Support

[northan]

Did they have a paid version of avg?
It makes you think how did the virus get on their laptop in the first place, i.e did not the antivirus see it, or spot it once on the system, or eradicate it automatically?
Its good they got help and even better it was resolved.

I have a decision soon to renew kaspersky, there always so expensive on their website even with a 'loyal customer' discount.
I can get a 3 computer deal at currys better than kaspersky 1 pc protection on the website

[elootos]

(10-18-2010 07:54 PM)northan Wrote:  Did they have a paid version of avg?
It makes you think how did the virus get on their laptop in the first place, i.e did not the antivirus see it, or spot it once on the system, or eradicate it automatically?
Its good they got help and even better it was resolved.

I have a decision soon to renew kaspersky, there always so expensive on their website even with a 'loyal customer' discount.
I can get a 3 computer deal at currys better than kaspersky 1 pc protection on the website

It is a paid-for version, about £30 for a 2 year license? They have just the virus checker and none of the other extras installed but no virus software will actually stop viruses from attacking you, it still comes down to best-practise. But how they got I've no idea as they use GMail for email which is supposed to scan all attachments. hmm.....

I do hate all the extras that AVG comes with; I Custom choose the install and just check the virus checker; all the other bloated extras are then left off. It's blocked too much important network traffic for me to want it on my PC.