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RMA'd laptop came back with a virus - Page 3

post #21 of 117
Wow. Really curious what they're going to say.
    
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post #22 of 117
subbed.
post #23 of 117
Can you see the Time/date that the file was created/modified?
post #24 of 117
Subbing

This is interesting
post #25 of 117
Thread Starter 
Quote:
Originally Posted by aweir View Post

Can you see the Time/date that the file was created/modified?

I opened it up and checked the properties, the created and modified date were the same (sometime during the days it was with ASUS) so no help there.

After mucking around with the phone support for a while I was able to get a link where I could send an email to higher tier support. Here's what I wrote:
Quote:
Hello,

I sent this laptop in for RMA on 1/5/2013 because the LCD panel was failing. I received the computer back with a replaced LCD panel, but I found that the operating system had been modified and malicious software had been installed on it.

Because the RMA reason was strictly hardware-related, no access to the operating system was warranted. I also marked NO on the RMA form field specifying "permission to recover operating system".

My user account password was also removed without my permission, and several other pieces of software were installed as well. However, my main concern is the virus that was intentionally installed during the RMA process.

Here is a link where more details can be found about the virus that ASUS installed:
https://www.virustotal.com/file/9a15432b4c2ec720b362fbcf01a20e70fff9d959c342dedc2fbedacdb6c4b257/analysis/1358468352/

This file was found to be malicious by several Anti-virus software tools I used on the laptop. It was placed in the folder "C:\Users\Ian\" and was named "Ian.exe" - my name is Ian - so the virus was renamed with my name on it.

Since this virus has been confirmed to be malicious - capable of retrieving sensitive information such as passwords and addresses - installing it on my computer without my permission or notification is illegal.

As I have been a longtime ASUS customer, I would like to settle this issue so that I can continue purchasing and enjoying the ASUS brand. I hope that this bad experience is not normal for customers that send in computers for RMA.

Thank you
Ian
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post #26 of 117
Quote:
Originally Posted by railfan844 View Post

I opened it up and checked the properties, the created and modified date were the same (sometime during the days it was with ASUS) so no help there.

After mucking around with the phone support for a while I was able to get a link where I could send an email to higher tier support. Here's what I wrote:

Why didn't you mention the part about the bank?

That should put your request higher in queue.
post #27 of 117
wow.... stunned, commenting for sub, would like to see where this goes
post #28 of 117
Thread Starter 
Quote:
Originally Posted by TinDaDragon View Post

Why didn't you mention the part about the bank?

That should put your request higher in queue.

Yeah good point, I thought about that but since the information I got from the bank's website wasn't conclusive enough I left it out. The way my bank login works is you have to answer a security question if your computer isn't recognized from previous visits, or your account is getting bombarded with login attempts. But, it can still prompt you on occasion just for some other reason, like maybe my session timed out or whatever. So even though it's hasn't often asked me to verify my security answers before I didn't think the connection was strong enough. Just a hunch that someone had tried to log in based on it challenging me for the first time in a while.

Edit: off to band practice, back in about 3 hours. No internet access there frown.gif
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post #29 of 117
Quote:
Originally Posted by TinDaDragon View Post

Why didn't you mention the part about the bank?

That should put your request higher in queue.


I agree, mentioning your bank account was soon there after attempted access would definitely get you more attention...
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post #30 of 117
Quote:
Originally Posted by railfan844 View Post

I opened it up and checked the properties, the created and modified date were the same (sometime during the days it was with ASUS) so no help there.

After mucking around with the phone support for a while I was able to get a link where I could send an email to higher tier support. Here's what I wrote:

What do you mean that won't help you? That proves that it was put there while the computer was in Asus' possession. Don't let them scare you. Don't be intimidated that you will be sued for making false claims. Just do it.
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