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RMA'd laptop came back with a virus

post #1 of 117
Thread Starter 
Hi guys, it's been a while since I've been active on this site but I'm hoping someone can shed some light on this or at least point me in the right direction here.

I sent my ASUS laptop in for RMA because the LCD panel had died. I got it back with a replaced screen, and some other surprises...

My user account password had been removed and some minor UI settings changed (desktop icons enabled again, etc)

A bunch of unneeded drivers and factory-loaded bloatware was installed

And the best part - As soon as I power on the computer Windows alerts me about some "malicious software" that was detected. I open up the details of what it found, and it tells me there's a piece of malware inside my account folder (C:\Users\Your name)

The file was called "Ian.exe", not Lan, Ian as in igloo. My name's Ian.

Has anyone else had a similar experience with manufacturers installing keyloggers / tracking / other malicious software during RMA's?
Also, is it common practice to break into the operating system even if the repair was strictly hardware?

Creepy....
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post #2 of 117
Rather than first get OCN members involved,call the company and then report back to OCN what the company told you.We could get them contradicting themselves if you pursue this path.
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post #3 of 117
Upload it to virus total, post results.
post #4 of 117
Thread Starter 
Quote:
Originally Posted by PCCstudent View Post

Rather than first get OCN members involved,call the company and then report back to OCN what the company told you.We could get them contradicting themselves if you pursue this path.

I did call them, the support guy was helpful and looked up the log of my RMA #, and he claimed it was just a screen replacement and that the OS is not even normally booted into, a new screen would only need a quick boot into the BIOS to make sure it's working.

I'm debating whether I should try to email them or not, right now my main priority is changing all the passwords that were saved on the laptop and re installing Windows.
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post #5 of 117
Always backup what you need and wipe the drive before you send a laptop back for RMA.

Then wipe it again when you get it back.
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post #6 of 117
Thread Starter 
Quote:
Originally Posted by Blameless View Post

Always backup what you need and wipe the drive before you send a laptop back for RMA.

Then wipe it again when you get it back.

Yep. I was lazy, I did image it before I sent it in, but I didn't think I would need to wipe it. Advice taken.
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post #7 of 117
Quote:
Originally Posted by Blameless View Post

Always backup what you need and wipe the drive before you send a laptop back for RMA.

Then wipe it again when you get it back.

1+ for this.

it possible just backup your data now and do a clean install.
post #8 of 117
Depends i know HP will do a factory reset on Majority of the pc's that come into the service center, but i'm not sure about other companies.

with that being said though i'm not sure why you would have a virus or some malicious software on your pc after service. I doubt your going to get anywhere with them they will prob just say sorry and have you do a factory reset to remove it.
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post #9 of 117
Upload...the....file...to....virus.....total....and....give....us....the....results.

why does this always have to be like pulling teeth?
post #10 of 117
Maybe one of the workers at their RMA department was bored of juggling motherboards and decided to piss off people another way. biggrin.gif
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