Excellent experience with Microsoft support.

[Sayjac]

Picked up a malware virus today called Malware Defense Virus. It really buggered up my laptop with popups and finally it wouldn't let me access the internet at all. I thought it would likely have to be removed manually.

I have Norton Internet Security 2010 I had recently installed. I set up a chat session with Norton on my desktop computer. Long story short, they wanted $70-$130 to fix my computer. I said thanks but no thanks, I thought that's why I purchased Int.Sec 2010.

I kept Googling and searching the net for resources. I found toll free number for Microsoft's PCSAFETY. It said I had to download and run PCSafety (safetylive.com) and have a case number. I couldn't do that because the laptop would not access the internet.

So, I took a shot and held on like I had a number so I could talk to customer service rep. He first asked for my case number and I told him I had none because I couldn't access the internet. I thought he was going to say, sorry I can't help you because you have to follow the steps.

Nope! He apologized for my issue and proceeded to spend 1 hour and 15 min. fixing my problem. After working around the virus in safe mode, he took remote control of my computer. He accessed the scan and thought he had it fixed. But, when it rebooted Mal Def. was still there. He manually went through many files checking and deleting files. He finally got it cleaned up.

He must have apologized 3 times and thanked me for my patience working on the issue and at the end of the call when he gave me a case number. I thanked him (I think his name was Sandeep) for his time and patience.

So, I'm very impressed with Microsoft, as for Norton, not so much. Next time I'll look for a free antivirus or something besides Norton, which the virus diasbled.

 

[Nyquist]

Most of the experiences I've had with Microsoft have been good especially when it comes to activating software I've purchased that had to be re-installed b/c of OS upgrades or a simple reformat.

I've talked to a few people who contacted them for virus help as well. From what I've been told MS takes those things pretty seriously and uses some of those incidents to help decide what might go into their Malicious Software Removal Tool.

Symantec's service is a royal pain. I've had my share of rumbles with them mainly stemming from rebates or licenses.

My hunch is that the malware is probably too new for a signature to be out for it. I've found a few cases of other vendors missing it too. If that's the case, you would have been up the creek no matter what you had installed.

EDIT to add: The only two security suites that may have caught that would have been VIPRE and Kaspersky 2010 since those create a virtual 'sandbox' for apps to play in before they do anything to the computer. If they don't play nice, they don't get to mingle with the OS.

 

[T-Bone]

Same here with good Microsoft tech support experience.

I was building a new PC a few months ago and had to activate Windows XP several times (due to hard disk problems). After the first internet activation it made me call Microsoft to get the activation code. Each time the call was answered immediately, by native English speakers (not that there's anything wrong with others), and the code was given with no problems. Kudos to MS!

 

[sprintman]

Sme here, excellent response time and support. Even better response and support from Symantec from India. Best yet by far and I work in IT so get to deal with it every day.

 

[Sayjac]

Originally Posted By: Nyquist
I've talked to a few people who contacted them for virus help as well. From what I've been told MS takes those things pretty seriously and uses some of those incidents to help decide what might go into their Malicious Software Removal Tool
That makes sense. I was just somewhat amazed at his patience during the whole process until the issue was resolved. I really didn't have much hope up to that point, especially with the loss of internet access, as I had already spent a couple hours trying to figure out what to do.

I found a youtube here that I think would have helped me, had I been able to access to internet and download the 3 utilities. It looks like Malwarebytes' would have been helpful to have, and I'm thinking of downloading it. Perhaps someone can comment on the youtube and/or Malwarebytes or the other utilities. But with no internet access it was a moot point.

Quote:
The only two security suites that may have caught that would have been VIPRE and Kaspersky 2010 since those create a virtual 'sandbox' for apps to play in before they do anything to the computer. If they don't play nice, they don't get to mingle with the OS.
That is good information to know, next time I will do more research on what antivirus to pick.

I have to say, much like changing my own oil, there was a sense of accomplishment in getting the issue resolved without taking the computer in for repairs. I'm not ashamed to admit I could not have done it myself, but it's nice to know someone was there to help without their hand out asking for cash.

As an aside, the rep did remove my google tool bar, which is OK, and added hijack this to my programs. He also went to Bing to as one of the steps to get control of my computer.

 

[sprintman]

NIS 2010 also does same. Just stopped me from downloading Mydefrag 4.2.7 upgrade from 4.2.6 as to new and untested.