Purchased 'managed care' with system (includes malware...) still viruses...

[dornellas]

I have purchased a computer from Vision Computer systems in Atlanta - August Desktop/Windows 7). I have purchased from them before (desktop/XP) and never had an issue at all for 3 years. This new system is less than a year old and have had issue after issue. I'm paying them for managed care (I can copy/paste all that covers if anyone's intersted). and part of that is malwarebytes and kaspersky. BUT, they feel my system is infectected and say 'that's just how it goes - we can't remover everything. That the only sure way is to back-up everything and set the system back to factory settings and 'start over'. I'm writing to see if this is common practice. If a computer company is charging customers for managed services. Actually, I am going to copy what that covers because I need help knowing if that should include keeping my system clean. I'm running both programs and both are coming up with no viruses. BUT Vision feels some of the problems I'm seeing (blue screen of death/crashes) are related to an infection.  I know I have 'pcreg' on my system and I've tried to delete it and remove it and cannot (and it doesn't show up as a virus on full scans). So...I'm writing to see if I should be getting better service from the company I'm paying these managed services.... Here's what this covers. (ps - thank you so much in advance - feeling overwhelmed and lost). 

 

Cindi

 

As your Managed Service Provider and Virtual IT Partner our goal is to provide you with pro-active services to keep your computer fine-tuned on a daily/weekly basis which will help maintain its optimal performance. Our MIT also provides you with continued Vision’s online remote tech support.

 

Here are some of the services that we are performing

-24/7 Live Health monitoring of your hardware.

-24/7 Live Health monitoring of your Windows Operating System

- Executes procedure for check disk in analyze mode (and schedules chkdsk if needed)

-Executes procedure to check disk fragmentation (and executes defrag is needed)

--Executes procedure to flush dns cache from tcp\ip stack

-Continually checking, and deploying Driver updates when needed.

-Emptying Temporary Internet Files

-Executes procedure for Windows File Cleanup

-Confirming Windows Security Updates are installed

-Resolution of error messages to prevent them from reoccurring 

-24/7 Live Anti-Virus monitoring (If purchased from Vision)

-Anti-Virus monitoring includes:

-File Anti-Virus

-Anti-Spyware

-Anti-Banner, Anti Dialer

-Mail Anti-Virus

-Web Anti-Virus

-Anti-Spam

-Access Control

-Device Control

-Keeping all virus definitions updated

-Clean/Delete/Quarantine any infected files

-Checks IE trusted sites for malware and adds\removed exceptions

[daledoc1]

Hello and welcome back, dornellas:
 
I'm not personally familiar with the vendor or with their managed services -- I'll need to defer to the staff on that.
 
Having said that, was this a refurbished computer?

If so, then the "best practice" would always be to reformat the hard drive and reinstall the Windows Operating System, Windows updates, drivers and all software, in order to have new, clean platform.

Did the vendor supply the Windows Operating System disks and other media with it?
 
In any event, if you are concerned about possible malware on the system, then I suggest that you please follow the advice in this pinned topic: Available Assistance For Possibly Infected Computers.
A malware analyst will guide you through some diagnostic scans, as well as any needed cleanup.

Please be patient -- due to the high support request volume, it may be 48 hours or more before an Expert is available to assist you.

Thanks,