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RMA'd laptop came back with a virus - Page 4

post #31 of 117
not remotely surprising
asus cs has gone far down the hill..their service is outsourced in canada(and pays minimum wage)..can't imagine anyone would be happy with that kinda job(and i assume this is similar in the US)
 
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post #32 of 117
Trying to access someones bank account while their computer is in for repair should in the very least instigate new rules for sending in your laptop (your own personal rules) ASUS must be made aware that this activity is happening with customers laptops that they have in their possession for repair. At times we lost customers keys for their car that was in for repair.Most of the time we ended up re-keying their house also.People do not sleep well knowing their bank account or their home security is compromised.
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post #33 of 117
This right here is how someone is supposed to handle an inquiry. From one Ian to another, I applaud you.

From my standpoint: This doesn't change how I feel about ASUS as a company, but it makes me question how/why people like this end up working for the hardware repair department.
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post #34 of 117
Quote:
Originally Posted by AznDud333 View Post

not remotely surprising
asus cs has gone far down the hill..their service is outsourced in canada(and pays minimum wage)..can't imagine anyone would be happy with that kinda job(and i assume this is similar in the US)

I would not call doing business Canada as going down hill and outsourcing.

Minimum wage Canada $10.25
Minimum wage USA $7.25

Exchange rate = par. (Actually the CAD is worth more, but lets call it even)

Canada wins by 30%.

On topic though, this is really interesting.
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post #35 of 117
Hmm, this looks an awful lot like Distribution of Malicious Code and violations of 6 USC Sec. 145 as well as 18 USC Sec. 2701. This is some SERIOUSLY damaging actions if it was an Asus tech that put the virus on your laptop because who knows how many other people have been infected and how much damage was done to people's bank accounts and their credit scores. Don't let up on them for a second and I would suggest recording any conversation you have with them over the phone just in case but check if it is legal to do that where you are, OP. I've recorded phone conversations before when dealing with telemarketers and it helped solve my issues significantly faster when I had audio proof on my side.
post #36 of 117
Thread Starter 
Quote:
Originally Posted by TheSocialHermit View Post

Hmm, this looks an awful lot like Distribution of Malicious Code and violations of 6 USC Sec. 145 as well as 18 USC Sec. 2701. This is some SERIOUSLY damaging actions if it was an Asus tech that put the virus on your laptop because who knows how many other people have been infected and how much damage was done to people's bank accounts and their credit scores. Don't let up on them for a second and I would suggest recording any conversation you have with them over the phone just in case but check if it is legal to do that where you are, OP. I've recorded phone conversations before when dealing with telemarketers and it helped solve my issues significantly faster when I had audio proof on my side.

Thanks for the tips.

So far I've taken screenshots of task manager and Windows Explorer displaying the properties of the file - thanks aweir for pointing that out.

I still don't think I should have mentioned the bank account though - IMO it's better to work with what I know 100% than bring up a hunch I got based on a login challenge, which could happen for more reasons than just the multiple-login-failure cause.

Update: I looked around on Virus Total's report of the EXE and found that some of the DNS resolutions it was looking up are related to botnets and spam crawlers. Looks like someone wanted to get some email addresses and possibly add a machine to their personal bot collection. This is very interesting indeed.

I'm going to try to boot the laptop without any possibility of internet access (aka turning off my wireless access point) and do some more info gathering.
Edited by railfan844 - 1/17/13 at 9:36pm
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post #37 of 117

It was sending to a proxy, it's a good thing that he wasn't a complete idiot for his sake.

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post #38 of 117
Thread Starter 
Quote:
Originally Posted by B-rock View Post

It was sending to a proxy, it's a good thing that he wasn't a complete idiot for his sake.

Haha yeah but bad for me frown.gif

I'm still just amazed that people would actually do this at a JOB where they're expected to be repairing computers. I'll update this thread immediately after I receive a reply from ASUS, stay tuned.
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post #39 of 117
Quote:
Originally Posted by All3n View Post

I would not call doing business Canada as going down hill and outsourcing.

Minimum wage Canada $10.25
Minimum wage USA $7.25

Exchange rate = par. (Actually the CAD is worth more, but lets call it even)

Canada wins by 30%.

On topic though, this is really interesting.

Oh Canada whistle.gif

biggrin.gif
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post #40 of 117
This is a horrible story I wish you luck in dealing with them, and don't leave the info about your bank account out its a very important piece of this picture.

don't let them get away with this, I will be watching to make sure lol
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