Consider It Fixed

OnePlus Continues to Underwhelm This Customer

I published an article about my experience with OnePlus technical support on October 24th: Peter Lau Are You Listening: Do Not Buy a OnePlus Smartphone.  On October 29th, I received the below reply from OnePlus.  Following that is my response.

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From: Ethan (OnePlus Support) [mailto:support@oneplus.net]
Sent: Saturday, October 29, 2016 2:01 PM
To: Ian Warhaftig <ianw@consideritfixed.com>
Subject: [OnePlus] Re: Ongoing Problems with OnePlus Technical Support

##- Please type your reply above this line -##

Your request (723742) has been updated. To add additional comments, reply to this email with your message typed above this line.

Ethan (OnePlus) Oct 30, 02:01 CST Hi Ian, Good Day! This is Ethan from OnePlus support team. Please be informed that this ticket has been endorsed to me, allow me to take over the case. I've had the chance to read on the article you attached on the email, as we'll we've reviewed the previous cases you've had on the support. I truly apologize if this case caused you an inconvenience, it's never been our intention to put you in this predicament. We coordinated with concerned teams to validate the issues and with our Global Headquarters to discuss this matter and to be able to verify the optimum option we have to address you're concerns all at once. I understand that you've had frustrations all through out this case. We have finally come up with a resolution to address your concern, we already received the approval from our Global Team to have a partial refund of this defective phone based on the calculations below: Refund = Total Amount – [(Device Price/Warranty months)* Number of months device has been used by customer] Refund amount = 349-[(349/12)*2] = 349-[29.083*2] = 349 - 58.16 Total Refund amount is = 290.83 USD Please let us know if we can proceed. Thank you so much for bearing with us. Best Regards, Ethan- OnePlus Support

******************************************************** Here is my response to this offer: Ethan, There is an old idiom -  “A day late and a dollar short”.  It means a miss time wise and a miss moneywise.  Simply put - too little too late.  I have repeatedly asked OnePlus to honor its warranty and either repair or replace my phone.  Once OnePlus failed to provide me with a timely repair and a working phone, I requested a new phone.  OnePlus was more than difficult to deal with and after a ridiculously long period of time only offered to repair my phone for a 4th time.  Now that I have published my experience, OnePlus now offers me a partial refund – something that I never asked for.  I would rather serve as a voice of warning about my experience with your company than accept your offer.  I don’t want others to be drawn in by your marketing statements and share my experience.   As a business owner, I know one of the few things that I can control is my customers’ experience.  I go out of my way to make sure that my customers comes first and are happy with the services that I provide.  I treat my customers as I would like to be treated.  Hence, I am dissatisfied with your offer.  If OnePlus simply fixed my phone or replaced it the first time or the second time or the third time that it went in for service, we would not be in this uncomfortable situation.  I only asked for what you told me I should expect from your company: “Fame and profits alone seldom equal respect. Respect comes from doing right things the right way and building something that matters.”   Please offer me something that will compensate me for not only the phone but for the time that I spent resetting the phone, the time that I spent waiting between requests for help,  and the now 4 months that I have not been able to use my phone. It’s time for OnePlus to do the right thing the right way for this customer. Best, Ian Warhaftig, Owner Consider It  Fixed LLC

Peter Lau Are You Listening: Do Not Buy a OnePlus Smartphone

I don't like to disparage vendors - especially those who advance good technology and innovative marketing strategies. But there are exceptions especially when a vendor creates a needless and senseless quagmire for a customer. In my view, if something doesn't work right after a customer purchases a product that is under warranty, simply do the right thing – either fix it or replace it as quickly and easily as possible. In my case, OnePlus destroyed all credibility with me. Buyer beware - if you are considering purchasing a OnePlus smartphone, I encourage you to read this article. It is completely factual and honest, and hopefully, will prompt OnePlus to rethink its approach to customer service. You see, my malfunctioning OnePlus 2 smartphone was returned for service 3 times over a 3-month period. During that time, I was not able to use the phone. I'm still not confident that my phone works as it should. Most disheartening is that OnePlus flat-out refused to replace my phone.

I purchased a OnePlus 2 on February 2, 2016. I received my phone promptly, set it up, and started using it. I was impressed with the quality of the build and operation of the phone. For the price, I viewed it as a very good phone and did not hesitate to recommend it to my friends and customers as an alternative to the carrier-sold feature phones.

Everything was well with my OnePlus 2 until it stopped ringing in July. The phone was not dropped, did not get wet, and was treated quite well. I am the owner of Consider It Fixed, a computer troubleshooting, advice, and installation company. Part of my business is fixing smartphones and tablets. So, I tried to fix my phone figuring that the problem was most likely a software problem. I did not open the phone as I did not want to invalidate my warranty. I hunted for fixes online, reset the phone back to factor state, and tested the hardware - but I was never able to make the ringer work for more than a couple of days. I read online that this has been a known problem by many users and that a fix in software would be available at some point.

A phone that doesn't ring is not very useful. My customers, family, and friends had a hard time reaching me. I missed many, many calls. I decided to reach out to OnePlus tech support on July 28, 2016. They tried several fixes remotely and reset the phone. Once reset, it started to work again. Unfortunately, it was short lived. On August 8, 2016, a RMA was processed and the phone was sent in for repair. It was rapidly returned along with a simple letter saying that the software on the phone was updated. Again, I setup the phone and started using it, but the ringer would not ring. I should mention that I was using the stock dialer from OnePlus and only software installed from Google Play.

Here is where my frustration really began to build. Every time that I contacted OnePlus support, I had to start all over again as if my history didn't exist. Over a period of 3 months, I could not use my phone. My phone was returned 3 times for service. The problem was never resolved to my satisfaction. I exchanged close to 100 emails with OnePlus technical support. It's automatic RMA process failed to work repeatedly. Everything took far too long – too long to get a response, to get a manually created RMA, to get a technician to take ownership of my ongoing problem. After my 3^rd return, I insisted that OnePlus replace my phone. I was told by OnePlus technical support that the decision would have to be made by its 'global team'. It took 5 days for OnePlus's global team to tell me the following:

"Thank you for keeping in touch. This is Sky and I'll be handling your ticket for today.

We've heard from our Global Team, we would like to clarify if you are using any apps for dialing or calling. Also, can we do factory reset one last time? Please make sure to backup your files before doing so."

It took the global team 23 days to tell me the following:

"Please let us know of the results for us to update to our Global Team. I do understand your concern. We have already endorsed this issue to our higher team but as per policy we can only process for repair and not replacement. Thank you for understanding."

OnePlus made the decision to ask me to send my phone in for a 4^th repair after I had not been able to use it for over 3 months. They would simply not replace my phone that was under warranty and less than 6 months old. If you are considering purchasing a OnePlus smartphone, you may want to think about my experience. Further, a simple internet search will reveal several other unhappy customers. I cannot endorse OnePlus until it provides technical support that is reasonable and customer centered.

Below is a transcription of my interactions with OnePlus technical support at the start of my second return. My phone was serviced, but it was returned without any information on what was done to it. When I started up my phone following the repair, the ringer did not work. The transcription is long, but worth reading. It's a perfect example of what not to do.

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Consider It Fixed

Aug 10, 05:40 CST

Would you please make sure that your service partner understands the history of this phone and understand my request.

• The ringer is the issue. It works then it stops working. If you reset the phone as it is now, it will work again most likely.
• The phone has been returned for service once. On return to me, it worked for a short time. Then the ringer stopped working.
• As a tech who repairs phones and computers, I suspect that this phone will pass all tests without issue.
• Since this is the case and I have spent so much time on this, the only solution that I will accept is a replacement of the phone. I DO NOT WANT THIS PHONE BACK. I WANT IT REPLACED. If you return this phone to me, I will write an accurate blog entry on my experience with your company and return the phone for replacement again. I will not take the time to setup the phone and use it for a while to only have it stop ringing again. I can't spend any more time on this.

I'm not trying to be difficult. I'm trying to get a working phone. I have not been able to use this phone for 2 months now. I don't think that I am asking too much as your customer. I only wish that the phone was replaced on the 1st return. If you suspect that I am upset, I am. As your customer, it is hard for me to recommend doing business with your company after my experience. Everyone is very nice, but that doesn't really matter when you have a phone that you can't use for 2 months. Are we in agreement? If not, please escalate my case to your management.

Best,

Ian Warhaftig

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Drew (OnePlus)

Aug 11, 02:23 CST

Hello Ian,

Good day!

Thank you for reaching OnePlus, this is Drew from Technical Support.

Regarding with your concern, please be informed the device in no longer covered by the 15 days return/replacement period. You can refer to the details of the OnePlus Return Policy here: https://oneplus.net/privacy-and-legal#returnpolicy.

I am afraid to say that we are unable to process your replacement request. Your device has finished thorough inspection from our service partner's Engineer. We have coordinated them the information that you provided to us about the issue on your device. Rest assured, your device will be working as new to its full potential after the repair.

Rest assured we will be keeping you updated regarding the progress of your request and notify you immediately the tracking information once the device is ready for shipment.

If you have any more concerns, please don't hesitate to contact us. Have a great day ahead!

Warm Regards,

Drew

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Consider It Fixed

Aug 14, 03:01 CST

I received my phone back from your service partner. There was no documentation with the phone. So, I don't know what was done to fix the problem. Can you send me information about what was done to fix my problem?

Best,

Ian Warhaftig

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Drew (OnePlus)

Aug 14, 05:58 CST

Hello Ian,

Good day!

Thank you for reaching OnePlus, this is Drew from Technical Support, I would be definitely glad to assist you today.

Please be informed that we have coordinated your concern to or Service Partner, we are awaiting for a response as of the moment. Rest assured we will notify you once we have an update.

We would love to hear feedback from your device. If you have any more concerns, please don't hesitate to contact us. Have a great day ahead!

Warm Regards,

Drew

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Consider It Fixed

Aug 15, 22:56 CST

I setup my phone today. I have received 3 phone calls and the ringer is silent. The ringer volume is at max and the ringer sound tests perfectly. This is the phone that has been returned twice for this issue. I insist that this problem be escalated. I have been unable to use this phone for over 2 months now. Additionally, tell me what was done to my phone on the last service as no documentation was returned with the phone.

Best,

Ian Warhaftig

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Consider It Fixed

Aug 17, 09:48 CST

OnePlus Support – You have to do better than this. I sent in my email below on Monday and have not yet heard back. It is now Wednesday night. My phone has been returned to you twice for repair and it is no better today than it was 2 months ago. I have not been able to use my phone because most of the time it does not ring. I have asked to have the phone replaced. I am told you will repair my phone and "Rest assured, your device will be working as new to its full potential after the repair." HOW DOES NOT BEING ABLE TO USE MY PHONE FOR 2 MONTHS AFTER RETURNING IT TWICE FOR SERVICE SHOW THAT I AM BEING WELL TAKEN CARE OF? My phone doesn't ring most of the time. You have failed at making me a happy customer that will happily refer my customers to you for a great phone. Would you recommend a vendor that has performed so poorly?

I asked last week to be told what was done to my phone on the last service as there was no documentation returned with it. I have not heard back from anyone on this.

I've been patient. But this is getting ridiculous. I am highly motivated to use my skills with social media and blogging to accurately tell all who are interested what my experience has been with your company. I will simply relay the facts. I will be accurate and honest. Having worked in the tech publishing industry for several years, I will gladly reach out to my contacts and provide them with the facts of my experience.

I have been patient but I am no longer going to be so as you leave me little choice. All I want is a working phone. Please give me that. It's what I paid for.

It is your choice now – send me a new phone to replace this piece of crap or I will do what I do well.

Best,

Ian Warhaftig

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Justine (OnePlus)

Aug 19, 21:59 CST

Hi Ian,

Good day! Thank you for contacting OnePlus. My name is Justine and I will handle this ticket as of the moment.

I sincerely apologize for the trouble that this issue may have caused you. I understand that you want to get your device replaced immediately, you know what, I would also completely say and feel the same thing if I was in your situation. As you can see, I am also a mobile phone user myself, I know how important a functioning phone is for daily use. Unfortunately, as much as we want to honor your request, this is one of the many cases wherein we are unable to process a replacement. It is because your device under order number 1700933954 is already beyond the 15 days replacement policy; your order was delivered to you last February 12, 2016 and the replacement claim or the issue was raised only last July 28, 2016. If you want to know more about the policy and warranty that goes along with your phone, kindly visit https://oneplus.net/privacy-and-legal.

However, our team is very willing to help you resend your device for fixation. If you want to proceed with the repair, we are always here to give our full assistance.

We will be coordinating with our partner service center regarding the repair report of your device.

Thank you for your patience and understanding.

Best Regards,

Justine

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Consider It Fixed

Aug 19, 22:16 CST

Please process my repair again.

Ian Warhaftig

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Justine (OnePlus)

Aug 20, 22:30 CST

Hi Ian,

A pleasant day to you! Thank you for the reply.

Thank you for the confirmation and reconsideration. We will be notifying our partner service center regarding your decision. We will give you a feedback as soon as possible.

Thank you for your patience and understanding.

Best Regards,

Justine

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Consider It Fixed

Aug 23, 06:58 CST

Will you please get my RMA processed asap. I can't use the phone and need to get it fixed.

Best,

Ian Warhaftig

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Jean (OnePlus)

Aug 24, 00:10 CST

Hello Ian,

Thank you for the quick response.

Please create the Service Request for your device you can select the Repair process for your device.

Please see below for a quick step by step tutorial for creating an RMA:

Step 1: Head over to your my orders page (Hyperlink: https://oneplus.net/sales/order/history) and click the 'service request' button to begin your repair and warranty claim.

Step 2: Select RMA Type. You can select Return, Replacement or Repair.

Step 3: Choose the Items

Step 4: Fill in Reasons and upload attachment

Step 5: Confirm the email

Step 6: Choose or input an address

Step 7: Submit the RMA request

If you successfully submitted the RMA, you can find it under My Account > Service Request.

We highly encourage you to read and verify all the information before submitting the RMA request . Lastly, thanks you for your patience and cooperation.

Best,

Blaire

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Consider It Fixed

Aug 24, 03:15 CST

Please process my RMA manually. It didn't work on the 1st or 2rd return. I'm not going to waste any more of my time.

Best,

Ian Warhaftig

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Blaire (OnePlus)

Aug 27, 20:54 CST

Hi Ian,

Thank you for contacting OnePlus Support. My name is Blaire and I will be handling this ticket today. Sorry for the inconvenience this has caused you. I will do my best to address your concern.

The RMA you have created was already accepted. Please check your email from time to time because you will receive an email regarding the shipping label and instructions. Let us know if you have shipped you device in order for us to follow its parcel.

If you have further questions, please let us know.

Best Regards,

Blaire

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Jean (OnePlus)

Sep 3, 22:41 CST

Hi Ian,

Good day!

Thank you for reaching OnePlus! We're delighted to be of service. I'm Blaire from OnePlus Repair, Replacement and Return team, and I'll be assisting you today.

Your repair has now been completed and you will receive your repaired device shortly.

Here is the tracking number: 963295870003132. To be updated of the status of your package, please do enter your tracking number after accessing this link, https://www.fedex.com/apps/fedextrack/?action=track&tracknumbers. Subsequently , Please do inform us and keep us posted with the status of your parcel so we'll also be updated about your situation.

Thank you once again for choosing OnePlus!

Please let us know if you have any questions and concerns. We greatly appreciate your patience and cooperation.

Kind regards,

Blaire

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Consider It Fixed

Sep 3, 22:43 CST

Can you let me what was done to my phone?

Best,

Ian Warhaftig

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Von (OnePlus)

Sep 4, 09:47 CST

Hi Ian,

Good day! This is Von from OnePlus RRR(Repair, Replacement and Return) team.

Please be inform that for the repair detail, software was reloaded and all test pass. You will also receive the report report along with the repaired device. Should you have any questions, just let us know.

Have a nice day!

Regards,

Von

OnePlus Customer Support

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Consider It Fixed

Sep 4, 22:50 CST

Drew,

Being sorry and taking good care of your customer are 2 different things. Trade placed with me. I bought a phone from you and it developed problems. I should send it in and have it fixed within a few days. In my case, I haven't been able to use my phone for 3 months. No one in your company has taken ownership of the problem phone. No one has done the simplest thing like acknowledge that this is a problematic phone and replace it. All your support organization does is repeat the same process over and over. If you pride your company on torturing your customers, you win. If you think that I would ever recommend your company and products to anyone, think again. On the second return, my phone should have been replaced. Don't tell me about your policies – they are absolutely wrong. No one has escalated my case. No one has done the right thing for me. Your company is a nightmare to this customer who paid good money for a working phone. Your techs rely on your tests to determine if the phone is good or no good. What if the tests can't pick up on a problem in the firmware or ROM that is a few situations doesn't work right? Perhaps this is the case with my phone.

Why does your company make this so hard on its customers? Why isn't anyone empowered to do what is right? Is it good to have a customer who can't use their phone for 3 months and has sent it in 3 times only to perhaps send it in a 4th time? Shame on OnePlus for ever putting a customer in this position.

When I finally get a phone that works from OnePlus, I will publish a full and detailed account of my experience as a OnePlus customer. As an ex-writer and tech analyst, it will be widely read. I'm not threatening here. I'm only asking for a working phone. I do feel it is important to provide information on my experience so others won't have to endure what OnePlus offers its customers.

Best,

Ian Warhaftig

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Drew (OnePlus)

Sep 4, 22:30 CST

Hello Ian,

Good day!

Thank you for reaching OnePlus, this is Drew from Technical Support, I would be definitely glad to assist you today.

I am very sorry to hear about your concern, I do understand you being frustrated experiencing this problem. This is really not what we want our customers to experience. I do apologize for the inconvenience that this caused you.

We would love to hear feedback from you after trying to utilize the device again. We will then be more than glad to apply further necessary action after we have a clear reply form you.

We would love to hear from you. If you have any more concerns, please don't hesitate to contact us. Have a great day ahead!

Warm Regards,

Drew

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Sep 4, 09:47 CST

Hi Ian,

Good day! This is Von from OnePlus RRR(Repair, Replacement and Return) team.

Please be inform that for the repair detail, software was reloaded and all test pass. You will also receive the report report along with the repaired device. Should you have any questions, just let us know.

Have a nice day!

Regards,

Von

OnePlus Customer Support

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Sky (OnePlus)

Sep 7, 05:08 CST

Hi Ian,

Thank you for keeping in touch. My name is Sky and I'll be handling your ticket for today.

I apologize for all the things you had to go through just to get your issue taken cared of. This is definitely not the experience we want you to have. I know that no amount of words can ease the frustration you feel right now.

I have already escalated your ticket to our Global Team. The replacement has been requested as well but it is still subject for approval.

This issue has been noted, and it will be reviewed by our Global Team. Once we receive an update from them, we will notify you the soonest possible time.

If you have further inquiries and questions, please don't hesitate to contact us back.

Best regards,

Sky

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Nrwater (Consider If Fixed)

Sep 10, 02:47 CST

Do you have an update for me.

Best,

Ian Warhaftig

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Shane (OnePlus)

Sep 11, 02:08 CST

Hi Ian,

Good day!

As for your request, we are still coordinating with our Global Team regarding the replacement that you requested. We have already added the ticket to priority list so that we will be able to resolve the issue in a timely manner.

Have a great one!

Best,

Von

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Sky (OnePlus)

Sep 12, 20:41 CST

Hi Ian,

Good day.

Thank you for keeping in touch. This is Sky and I'll be handling your ticket for today.

We've heard from our Global Team, we would like to clarify if you are using any apps for dialing or calling. Also, can we do factory reset one last time? Please make sure to backup your files before doing so.

Please let us know of the results for us to update to our Global Team.

I look forward to hearing from you soon.

Best regards,

Sky

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Consider It Fixed

Sep 13, 04:59 CST

This is ridiculous! I have returned this phone 3 times for repair. I have reset this phone so many times I've lost count. I have been on the phone with tech support for hours trying this and that.

I am using your stock dialer. The phone rings sometimes and sometimes it doesn't. Most of the time it doesn't ring.

I HAVE NOT BEEN ABLE TO USE THIS PHONE FOR CLOSE TO 3 MONTHS NOW! YOUR GLOBAL TEAM HAS THE BALLS TO ASK ME TO SPEND MORE TIME PLAYING AND TESTING THIS PHONE. YOU HAVE GOT TO BE KIDDING. SEND ME A NEW PHONE. I REFUSE TO SPEND ANY MORE TIME PLAYING WITH THIS DECREPID DEVICE. WHAT IS WRONG WITH YOUR COMPANY? DO YOU THINK THAT I HAVE TIME TO PLAY WITH THIS PHONE ANY MORE. 3 MONTHS – YES THIS HAS BEEN GOING ON FOR 3 MONTHS. I HAVE NOT BEEN ABLE TO USE THIS PHONE FOR 3 MONTHS. SEND ME A NEW PHONE. THIS IS THE ONLY SOLUTION THAT IS EXCEPTABLE. DON'T YOU CARE ABOUT YOUR CUSTOMERS AT ALL? I GIVE UP…YOUR COMPANY IS MESSED UP AND PROVIDES THE WORST SUPPORT I HAVE EVER EXPERIENCED. SEND ME A NEW PHONE. JUST FOR ONCE, DO THE RIGHT THING FOR THIS CUSTOMER.

Best,

Ian Warhaftig

 

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Sky (OnePlus)

Sep 14, 00:15 CST

Hi Ian,

Thank you for keeping in touch. This is Sky and I'll be handling your ticket for today.

I apologize for the inconvenience this has caused. I know how frustrating it is. We'll definitely help you resolve this matter as soon as possible.

I have already updated the Global Team about your response. I am still waiting for an update from them. I'll personally handle this ticket for you, once I receive an update from them, I will notify you the soonest possible time.

Please let us know if you have further inquiries and questions.

Best regards,

Sky

 

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Consider It Fixed

Sep 17, 20:04 CST

Sky,

It's been 10 days since you contacted me about reaching out to your global team about replacing my phone. How can it take so long to get a response? My fondness for your company continues to grow.

Best,

Ian Warhaftig

 

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Sky (OnePlus)

Sep 20, 17:48 CST

Hi Ian,

Good day.

It's my pleasure to be in touch with you again. This is Sky and I'm more than happy to assist you.

We humbly ask for an apology regarding this matter and also for the delayed response. I would like to inform you that we are currently dealing with our Global Team regarding the issue you're facing off right now. I really understand that no amount of words can ease the frustration you feel, but. I'll assure you that from the moment we can received any updates from them, we will notify you directly because we at OnePlus, value our customers more than anything else. We won't settle until we give you the service you deserve.

We are here to help you in the best of our knowledge and abilities. Thus, we really appreciate your patience and cooperation.

Best regards,

Sky

 

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Consider It Fixed

Sep 23, 18:32 CST

It is now 16 days since my case has been escalated to your global team and I am no better off than I was on June 28th when OnePlus was contacted about problems with my phone. In 5 more days it will be 3 months that I have been unable to use my phone. Each email tells me that OnePlus cares about its customers and will take care of me. Your actions represent that worst technical support this customer has ever witnessed. When will your company do anything for me aside from wasting my time?

Best,

Ian Warhaftig

 

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Drew (OnePlus)

Sep 24, 23:52 CST

Hi Ian,

Thank you for your patience. We are really sorry to hear you are experiencing again issue with the device that was sent back after repair. They normally just fix the reported issue. Please send us a copy of your repair report so we can process another repair request for this. We will ask you to send the device for another repair. We have advised our partner to prioritize your device, and since they already scanned the IMEI during the first repair, they could detect that this was recently sent for repair and they will process it with high priority

Best Regards,

Drew

 

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Drew (OnePlus)

Sep 25, 20:30 CST

Hi Ian,

We humbly ask for an apology regarding this matter and also for the delayed response. I would like to inform you that we are currently dealing with our Global Team regarding the issue you're facing off right now. I really understand that no amount of words can ease the frustration you feel, but. I'll assure you that from the moment we can received any updates from them, we will notify you directly because we at OnePlus, value our customers more than anything else. We won't settle until we give you the service you deserve.

We are here to help you in the best of our knowledge and abilities. Thus, we really appreciate your patience and cooperation.

Best Regards,

Drew

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Consider It Fixed

Sep 25, 02:45 CST

Drew,

Forward to Sky. This phone has been in for repair 3 times. I am not sending it in for another repair. It needs to be replaced. This is the only acceptable action. If you really want to be of help, you need to read the entire history of this sad phone and your company's failure to provide proper service. Please do not waste my time as has happened so many times over the 3 months of this issue.

Best,

Ian Warhaftig

 

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nrwater (Consider If Fixed)

Sep 29, 21:42 CST

Sky told me that my issue was being escalated to the global team. This is because the phone has been in for service 3 times. It passes all tests, but fails during actual use. If another return is all you are willing to do after such a terrible experience with my phone and your company, then I will publish my experience for all interested parties. I have given your company more than ample opportunity to right this situation. I will stop requesting a correct response from OnePlus. I will do my best to let future customers know about my experience. Your company is pathetic and others need to know this.

Best,

Ian Warhaftig

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Consider It Fixed

Sep 29, 06:08 CST

How much longer do I have to wait to get a reply from the global team? It's been 21 days since my request. I haven't had use of my phone for over 3 months now. What the heck is wrong with your company?

Best,

Ian Warhaftig

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Drew (OnePlus)

Sep 29, 20:47 CST

Hi Ian,

Good Day!

I'm sorry for the delay response.I hope you understand. I really understand that no amount of words can ease the frustration you feel. I am sorry to inform you also that we cannot process replacement anymore for your device however we can have it for repair. As this is the policy that we have for OP2 devices.

Keep safe and have a great day ahead.

Best Regards,

Drew

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Drew (OnePlus)

Sep 30, 01:38 CST

Hi Ian,

Good Day!

I do understand your concern. We have already endorsed this issue to our higher team but as per policy we can only process for repair and not replacement.

Thank you for understanding.

Best Regards,

Drew

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Drew (OnePlus)

Oct 8, 02:25 CST

Hi Ian,

Good day! Hope you have been well.

It has been quite a while since the last time we hear from you. I will now be tagging this ticket as closed. If you still need our assistance, you can reply to this email. You also have the option to create a follow-up ticket then.

Should you need further assistance, please don't hesitate to contact us.

Have a good day! #NeverSettle

Best Regards,

Drew

What Should You Do When Your Phone Gets Wet

Think of a technology problem, Google it, and you have hundreds of recommendations.  It's the same with cooking.  Google "How to make tomate sauce" and you have hundreds of recipes to choose from.  Many of these recipes will have common ingredients - tomatoes, garlic, basil, etc.  But only a few of the receipes will result in a tomato sauce that is truly memorable.  So what should you do when you do when your phone gets wet?

Google it.  The first recommendation is to put your phone in a plastic bag with dry rice.  Most articles on this approach tell readers to keep it in the rice for at least a couple of days.  Most articles also suggest turning the phone off and keeping it off for a while.  But there isn't agreement on how long to keep it in the rice and what to do after you take it out of the rice.  Another widely written about approach suggests putting the wet phone in the oven at a low temperature for a while.  Again, there is a disagreement on what the correct temperature is and how long it should stay in the oven.  Remember that just because it's written about on the Internet doesn't mean that it's right. 

Here's a secret- phone techs like myself do not recommend or use either of these methods.  Sure, dry rice can absorb moisture.  It's used to keep salt from caking in humid places.  But it can't get inside a phone and remove moisture rapidly.  Putting your phone in the over can damage it further if it's too hot and trapped moisture can't easily escape from a close phone assembly.  Additionally, the trapped moisture vapor can cause further damage as it can wander into other areas of the phone that have not been damaged by moisture.

So, what should I do when my phone gets wet?

Step 1.  The first thing that you should do after your phone gets wet is turn off - either remove the battery or power it down.  No matter how temped you are to see if your phone still works, do not turn your phone back on.  Further, absolutely do not connect your phone to a charger.  Once a phone is wet, its own power source becomes it's biggest enemy.  Every school kid knows that water conducts electricity.  Water inside your powered phone can cause a short and fry your system board. The system board is the one part of a smartphone that a phone tech cannot replace.  A damaged system board is the end of your smartphone.

Step 2.  Next, you need to remove the phone's case if you use one and remove as much water as you can from the phone and any openings on your phone with a towel, paper towel, or by gently shaking it. 

Step 3. Once you have dried off the phone as much as you can, get your phone to a phone repair store as quickly as possible.  Your phone needs to be dissembledand thoughly dried.  If water or some other liquid sits inside your phone for more than 24 hours, several of the components will begin to corrode or fail due to long exposure to moisture. 

If you do these 3 things, you will increase the chances that your phone will survive the dunking.  However, it is important to understand that there is never a guarantee with water damage.  Your battery, display, camera, or speaks may need to be replaced.  In some cases, too much damage may have already been done to your phone to salvage it.  Unfortunately, you won't know the outcome of your phone's water damage until a phone tech has had the opportunity to service it. 

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Hackers Are Attacking Millions Of Computers And Demanding Ransom In Bitcoins

Reprinted from Business Insider by Julie Bort, December 2,2013

Before you mail holiday gifts to far-away friends and relatives, back up your most important computer files. There's a scary new computer virus called CryptoLocker that has spreading like crazy in the U.K. last month and is now crossing over to infect U.S. computers. The National Crime Agency in the U.K. issued an alert last month saying that hackers have targeted "tens of millions" of computers.

CryptoLocker is a form of a virus called "ransomware," meaning hackers do something bad to your computer and then demand money to reverse what they've done. In this case, CryptoLocker encrypts the files on your computer. Then you get a pop-up notice on your computer telling you that you must pay if you want your files back. Sometimes the hackers want $100, sometimes $300, and sometimes they want up to 2 bitcoins. They ask for bitcoins because they are difficult to trace. Sometimes the virus gives you the option of paying through MoneyPak, a site that offers pre-paid credit cards.

You might get 100 hours to pay. If you pay, maybe your files will be set free. Maybe they won't. Maybe you'll one day be asked to pay again.

Much of the time, the virus comes as an attachment to an email. The attachment is often a fake FedEx and UPS tracking notice, the Homeland Security Cybercrime unit warns. That's particularly dangerous during the holiday shopping season when many people are shipping packages.

The good news is that authorities have been finding and taking down the computer systems sending out CryptoLocker emails. Reports on Monday indicated that some 138 of these systems have been found and blocked. But infections are still running rampant. Even a police department in Swansea, Mass., was infected and paid 2 bitcoins in early November, worth about $750 at the time, reports the Herald News' Brian Fraga.

Antivirus software will help. But the best defense is to avoid opening attachments and to back up your files, experts say. Here's what the ransom message looks like:

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Comcast DNS Problem Solved For Now

For over a month, my Comcast Internet service has been giving me problems.  Its become a one armed bandit - a slot machine.  I pull (request a website) and hope.  Unfortunately, on most pulls I get this:

As well, the speed of my network is very slow.  It used to be very fast.  SpeedTest would yield at least 25 Mbps down and 5 Mbps up. Now, SpeedTest shows less than 6 Mbps down and less than 1 Mbps up.  But that's not really accurate as the Internet connection seems to pulse - it stalls and sputters. This is a typical results since this problem began:

So, I called Comcast support to see what’s going on.  They sent out a tech who never showed up.  I called the next morning and was told that the tech said that no one was home.  I knew differently as my wife, daughter, and dog were home all day.  Comcast always tells me that I'm one of its most important customers.  They also have this new guaranty that they will give you a $20 credit if a tech is late for a support call.  

Customer service didn't believe me.  They said the tech was at the front door and no one answered.  I asked to speak with a supervisor who held firm until she read the tech's call note out loud.  The tech rang the door bell on a red brick 3 story building.  I live in a tan townhouse condo and now have a $20 credit.  There goes another 40 minutes of my life to Comcast.  I really feel the love.  It sent a tech the following morning.  He showed up late and replaced my EMTA (cable modem with phone service) with one of it new combination EMTs with wireless by Arris.  He said that it probably wouldn't matter as our service tested fine.  I now have regrets about not being home for the service call.  But I did get another $20.

I thought it may be a cool device until I programmed it.  It exposes very few options including DNS and holds onto inaccurate client settings for way too long.  Further, its signal was weaker than my wireless router and my connections problems were no better than before.

The more that I played with this unsolved mystery, the more I become convinced that the problem had to be related to DNS – Domain Naming Service – the system that the Internet uses to translate names (like www.google.com) to IP addresses.  Without DNS, we’d have to remember strings of numbers to find websites rather than friendly names.

The new Arris EMTA reported that everything was just fine with my network.  But it wasn’t fine at all:

Since I couldn’t set static DNS into the Arris device, I plugged my Linksys E4200 into one of the ports on the Arris and manually configured DNS.  I tried the following settings which I have been using on several Comcast Business accounts that I manage:

DNS1 68.87.71.226
DNS2 68.87.73.242

I wasn’t too happy with the results.  It was perhaps a slight bit more reliable, but my problem was still present.

So, I went to Google and started to search for a clue or an answer.  I came across an article discussing that Comcast is in the process of rolling out a major network update that included a major change to its DNS.  Rather than having different DNS servers for different parts of the country, the article said that Comcast is rolling out a new country-wide DNS.  Whether or not this is true, the article offered up new DNS settings:

DNS1 75.75.75.75
DNS2 75.75.76.76

I plugged in these settings into my router and my network came alive.  My download speed woke up.  My upload speed was still pathetic, but I was definitely onto something:

 

Since I couldn’t program DNS into the Arris EMTA and the device told me that my network was just fine, I called Comcast and asked them to replace it with a DOCSIS 3 EMTA without built-in wireless. 

When the tech arrived on time, I sat him down on the couch and showed him my findings on my Internet connect HDTV.  I first showed him the Arris EMTA reporting that the Comcast network is just fine.  Then I showed him that I couldn’t even render www.google.com.  I then showed him the settings page on my E4200, added in the newest DNS settings, and showed him www.google.com in a flash.  I then removed the DNS settings and showed him a broken network again.  Next, I ran SpeedTest.  After 4 tries, I got the page to render and the test plotted along on a half-rendered page.  The results were very poor.  I then put the DNS settings back in and ran SpeedTest.  The results were as they should be.  I suspected that this was a bit over his head, but I asked politely that he look into this for me. 

We switched out the EMTA and I connected my E4200 to it.  All was better with the right static DNS.  As an Xfinity insider, one of Comcast's most important customers, I now have a working broken network, $40, and less confidence in Comcast than I had before.  Go figure.

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What To Do When System Restore Fails

Lately, I have been installing and testing several software products and my laptop is starting to get flaky.  It has slowed down and no longer goes into standby when closing the lid.  In my experience, the easiest fix for this type of problem is to use Microsoft's System Restore.  Simply pick a restore point from before the testing and let System Restore do it's magic.

 

 

I started System Restore, picked a restore point and sent it off to work – or so I thought.  System Restore ran as it should, restarted the computer, but then displayed a dialog box explaining that System Restore did not finish what it set out to do.  Amongst the rather not so helpful text in the dialog box, it said, “an unspecified error occurred during System Restore (0x80071a90).”  Humm…I guess this means that System Restore did not work.  The message goes on the further suggest that I try other restore points - which I did.  Lamentably, trying other restore points proved futile.  I was soon to discovered that broken restore points were not the issue.

System Restore can fail because some software on your computer doesn't understand or respect System Restore.  Common culprits are virus and malware protection products and other programs that are typically loaded to provide some type of background service.

If there is any good news here it is that getting around these problems with System Restore is rather easy.  Following, I offer 2 approaches that may help.  Neither of these will destroy data that is on your computer.  However, it goes without saying that you should always make a backup of your important data before you work on your computer.

Run System Restore in Safe Mode

Start Windows in safe mode. To run Windows in safe mode, turn on or restart your computer.  When the splash screen from the PC’s manufacturer is displayed, hold down the F8 key.  You will see a text based screen with several options appear that will look a lot like Figure 1 below.  Using the up and down arrow keys, select the option “Safe Mode”, then hit the enter key on your keyboard.  The computer will start Windows in safe mode which is Windows with a limited set of files and drivers.  If Windows loads normally, try repeating the instructions above.

Figure 1
Safe Mode

 

Next start System Restore.  You can access System Restore from the System Tools menu in the Accessories group.  Select the restore point that you want and follow the onscreen instructions.  Your computer will restart, Windows will load and present a dialog box telling you whether or not System Restore was successful.  If System Restore was not successful, try the next approach.

Run System Restore in a Clean Boot Environment

Start Windows by performing a clean boot.  Below, there are links to instructions for different versions of Windows:

Windows Vista or Windows 7:
http://support.microsoft.com/kb/929135

Windows XP:
http://support.microsoft.com/kb/310353

Next start System Restore.  You can access System Restore from the System Tools menu in the Accessories group.  Select the restore point that you want and follow the onscreen instructions.  Your computer will restart, Windows will load and present a dialog box telling you whether or not System Restore was successful.  Hopefully, System Restore worked and you are now happy.  However, if you're unhappy and are still not able to get System Restore to work, it may be time for more drastic action like backing up your data, formatting your hard drive, and reinstalling Windows.  If you don't know how to do this, I suggest that you contact a local PC support company to assist you.

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Problem Solved: My iPhone Skips Songs When I Ride My Bike

I've been on a quest to find a product that will let me safely listen to music when I ride my bike.  The operating word here is safely.  Headphones don't cut it as they block the ear canal.  So, you can't hear what's going on around you.  Another solution I've considered is mounting speakers on the handlebars.  But they require batteries and add weight to the bike.  I've looked at a number of possible speakers, but nothing resonated with me.  As I continued to look, I became aware of a new product called the Tunebug Shake by Silicon Valley Global LLC. The Shake is a very cool product - it uses SurfaceSound speaker technology making a helmet into a speaker and bluetooth for a wireless connection between it and the music player. The Shake just started shipping in June.  So, I ordered one.

Silicon Valley Global describes the Shake as:

"Mobile music typically means listening through headphones, dangerously isolating yourself from others and your environment. The Tunebug Shake is an ultra-portable sound generator that can be connected to iPods, MP3 players or mobile phones or used wirelessly using Bluetooth®. When mounted on a bike, skate or snowboard helmet, the Shake creates a surround sound experience."

I received my Shake, charged it up, and fitted it to my bike helmet.  I tried it with my iPhone 3G.  The bluetooth setup with straight forward and worked the first time.  I turned on iPod and listened to music.  I did the same with Pandora.  I tried connecting the Shake with a stereo cable.  The music sounded fuller and louder.  I'm a bit hard of hearing.  So, having good volume is helpful to me. 

I have an iPhone holder on my bike.  So, I mounted the iPhone, connected the Shake, and went for a ride.  Everything started off great.  I now had music that I could hear well and still be totally aware of all of the sounds around me.  Unfortunately, that didn't last long.  As I continued to ride, the iPod application started to randomly change songs on me.  I have never had this problem before with my iPhone and a number of different headphones and speakers. 

I fiddled with the wiring, the controls, the iPhone, the Shake, restarted the iPhone, read through the Shake documentation, and looked at the support area on the Tunebug website.  Unfortunately, I didn't find anything that could explain the random song changing.  Could it be a faulty Shake?  Could it be interfance from my wireless bike computer?  Could it be a bad cable?  I tested everything and found no solution.  But I did notice one thing - when my bike was stationary, the iPhone didn't skip songs. It only skipped songs when I was riding.

In growing frustration, I called Tunebug support.  My call was answered immediately.  They took my information and told me that I would be contacted in short order.  The folks at Tunebug were very responsive, but since the device is new and hasn't been exposed to all user scenarios, they didn't have a fix.  I agreed to do some more testing and they agreed to discuss the problem with engineering.  That was yesterday.

Today, I got an email from Tunebug.  They told me that they have had other reports of this problem with iPhone and iTouch.  And better, they provided a simple fix.  This is the version of the fix for an iPhone:

1. Open Settings
2. Select iPod
3. In the iPod setting, turn off "Shake to Shuffle"

This sure did make me laugh.  I had no idea that this feature was available and set to on by default.  I think that it's even funnier since the name of the feature is the same as the name of the Tunebug product.

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Unsupported Audio Signal. Please Check Your Device Output.

I have a nice home entertainment center.  Nearly everyone who watches a movie at my house comments that they really like it.  Recently, I added a Nintendo Wii to my entertainment center.  Soon, I started to receive an error message on the HDTV saying “Unsupported audio signal. Please check your device output.“

As a tech, I made the logical assumption that the error message had to do with the Wii.  So, I started to look at the Wii connections and settings.  Unfortunately, nothing I did eliminated the error message.  It still flashed on my screen every once in a while for about 10 seconds. 

I realized a couple of things as I continued to troubleshoot the problem.  First, the error message only appeared when displaying output from the computer connected to the HDTV, not from the cable box.  Also, the error message didn’t tell me which component was generating the message.  Was it the computer, the receiver, or the HDTV?

An Internet search helped me learn that the error message is common to several Sony HDTVs.  But, there seemed to be a general confusion as to what the error message means.  In my view,  Sony TVs do little to tell you that they are the source of the error message, nor what input channel is causing the error.  I had to spend a lot of time troubleshooting this error message in order to resolve it.  If Sony simply told me that it was a Sony generated error and which channel was faulty, I would have been much better off and able to fix the issue much more quickly.  This unfortunately, was not the case.

This is the original error message:

"Unsupported audio signal. Please check your device output."

This is my suggestion for an improved error message:

"The Sony HDTV is having an audio input problem on HDMI 3."

I did solve the mystery after a couple of days of on and off troubleshooting.  My computer is connected to the Sony HDTV via HDMI.  HDMI has the ability to carry both video and audio.  Often a computer is connected to a HDTV via HDMI, but the sound is routed to the receiver for sound processing.  In my case, I use an optical connection from the computer to the receiver for sound processing.  I've had my home entertainment center setup and working without errors for close to a year.  Why it started to report an error now is beyond me.  My fix was to use a DVI to HDMI adapter and connect the HDMI cable to the DVI port on the computer.  The screen resolution was unaffected and the error message vanished as the DVI port does not transmit sound as an HDMI port does.

I love my Sony HDTV.  I only wish that Sony did a better job reporting errors.

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Microsoft Security Essentials: Reasonable Security for Free

I'm awfully sick of bulky security products.  You know, those do-anything-anti-everything products from Symantec, McAfee and the others.  Over the last 6 months, my client call volume increased dramatically with complaints of slowing computers.  My customers were not be assaulted by spyware and adware.  They were under assault from their trusted security vendors raising pigs - bloated anti-everything products.  If you have a 3 year old PC with a 2 GHz processor and 1GB of RAM, you may find the machine nearly useless overnight due to the latest antivirus update.

So, I began a quest to find a great security product based on new criteria – it must be small and use limited system resources.  As well, it must install in under 5 minutes.  Anything that takes longer is such a dead giveaway that it’s bloatware.  I started looking at the options and spent time with a number of products including Kaspersky, Viper from SunBelt Software, and ClamWin, an open source antivirus program.  I started installing Kaspersky on a number of client PCs with good results.  

However, there was a downside to this choice.  Most PC users now have access to ‘free’ antivirus software from their internet service providers.  Comcast and AT&T, my 2 providers, offer McAfee to their users at no additional cost.  It’s quite a tempting offer until it renders your PC somewhat useless.

Now enters Microsoft to offer Microsoft Security Essentials.  I have been testing the product on 4 of my PCs, and I must admit, Microsoft has done a decent job on this product.  So far in my testing, I have not seen any problems.  In fact, it’s proving to be a great product.  I'm especially pleased with its performance on my netbook.  Most netbooks are optimized for long battery life – the opposite of performance.  Most antivirus suites kill any remaining performance in a netbook.  But Microsoft Security Essentials' small profile is perfect for these low performance computers.

Here is what I like about Security Essentials:

• It’s readily available at no cost
• It installed very quickly
• It’s small and doesn’t have much overhead
• It installs on Windows XP, Vista, and Windows 7
• It can catch most common virus and malware problems

If you are interested in trying it, you can download it here: http://www.microsoft.com/Security_Essentials.  Just remember to remove your old bloated antivirus software in the add/remove programs section of the Control Panel before installing it.

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How to Run Bioshock on Windows 7

I admit it.  I like to play games on my computer.  My latest gaming obsession is Bioshock. For me, it's a great game and I'm having a blast working through it. 

I recently purchased it for $19.99 from Steam, downloaded it, and got extremely frustrated because I couldn't get it to work with Windows 7.  Every time I started the game, I got a small splash screen saying BIOSHOCK followed by an error message stating, "bioshock.exe has stopped working..."

As tech people do, I went hunting for a solution on Google.  I updated video drivers and Direct X, uninstalled and reinstalled C++ runtimes, uninstalled and reinstalled the game, and tried running it in a variety of Windows compatibility modes.  I still could not get it to work. 

So, I kept digging and I finally found a fix that has been working just fine.  Here is what I did:

1. First, make sure that you meet the minimum hardware requirements and that you are running the latest drivers for your video card.  You know, this is the basic stuff that you need to do for any game issue.
2. Next, go to Control Panel, Hardware and Sound, Manage Audio Devices, and select the Recording tab.
3. Next, right click the empty space below the installed devices and check Show Disabled Devices. 
4. The Stereo Mix should appear.  Right click on the icon and enable it.  Then, click on OK to close the window and then close the Control Panel.
5. Next, locate the bioshock.exe file. Mine is located here: "C:\Program Files (x86)\Steam\steamapps\common\bioshock\Builds\Release\Bioshock.exe".  Right click on it and select Properties.  Select the Compatibility tab and and check "Run this program in compatibility mode for Windows Vista". 
6. To start the game, double click on the bioshock.exe file.

This is what I did and everything about Bioshock is running great.

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Revisited: Insidious MS Antivirus Removal Instructions

I last wrote about MS Antivirus and its derivatives in March of 2009.  In recent weeks, this parasite has been extremely active as I have seen a significant spike in service calls.  According to the Wikipedia, this parasite is going by many names: XP Antivirus, Vitae Antivirus, Windows Antivirus, Win Antivirus, Antivirus Pro, Antivirus Pro 2009, Antivirus 2007, 2008, 2009, 2010, and 360, Internet Antivirus Plus, System Antivirus, Spyware Guard 2008 and 2009, Spyware Protect 2009, Winweb Security 2008, System Security, Malware Defender 2009, Ultimate Antivirus2008, Vista Antivirus, General Antivirus, AntiSpywareMaster, Antispyware 2008, XP AntiSpyware 2008 and 2009, WinPCDefender, Antivirus XP Pro, and Anti-Virus-1.

Before I provide instructions on how to remove this parasite, I have a few words of advice.  This parasite will tell you that your computer is infected with many things, and if you buy it for $29.95, $34.95, or 49.95, etc., if will fix your computer.  If you have given this parasite your credit card, immediately stop what you are doing and cancel your credit card.  That said, these instructions have worked on removing the parasite from many computers.  But if you have interacted with this thing a lot or have one of the more destructive versions on your computer, you may end up with no other option than to rescue your data, format your hard drive and reinstall your operating system and applications.  If you don’t know how to do this, contact your local computer professional for assistance.

OK, here’s what to do when you are infected. 

1. Don’t interact with it.  If possible, use Ctrl+Alt+Del to bring up the task list and kill the window which is telling you that your computer is infected.
2. Step #1 - Run System Restore.  You can do this by clicking on Start, All Programs, Accessories, System Tools, System Restore.  Select a restore point from before you got infected and run system restore.  If you have no restore points or you run System Restore and you are told that it wasn’t able to restore your computer to date you selected, you may be in trouble.  You can try the next steps, but your chances for a good outcome have just lessened.
3. Step #2 - If you use Internet Explorer, empty your browser cache.  Open Internet Explorer and click on Tools, Internet Options, and delete all of your browsing history and cookies.  Please note that these instructions may vary based on the version of IE that you are using.  You can consult Internet Explorer's Help if you can't figure out how to do this.
4. Step #2 - If you use Firefox, click on Tools, Clear Recent History and delete all your browsing history and cookies.  Please note that these instructions may vary based on the version of Firefox that you are using.  You can consult Firefox's Help if you can't figure out how to do this.
5. Step #3 - Install and run Anti-Malware by Malwarebytes.  Go to http://www.malwarebytes.org/.  Click on the link to “Download free version” on the left side of the screen.  Next, install it on your computer.  Leave both check marks selected and start Anti-Malware and update.  Make sure that you have the Scanner tab selected. Select Perform full scan.  When the scan is complete, you will be given the option to remove what Anti-Malware finds. Use that option. It may ask for permission to restart your computer. Do so.
6. Setp #4 - Install and run Microsoft’s Malicious Software Removal Tool.  Go to http://www.microsoft.com/security/malwareremove/default.aspx.  Click on "Skip the details and download the tool".  Click on the download link and install. Run Microsoft's Malicious Software Removal Tool and follow it's instructions to remove any malware that it finds.

If you are unable to perform these steps, you are in trouble.  Your best course of action is to backup your data, format your hard drive and reinstall your operating system and applications.  I know that it hurts, it hurts a lot.

In the future, be very careful when security warnings appear on your computer. Unfortunately, you need to evaluate them and decide if they are real, or as in your recent case, malware.  It is very confusing.  If you get involved with this type of malware in the future (and Windows XP is the target as Visa is more secure), go immediately to system restore and restore your computer to a date prior to the infection. Do not interact with it as by doing so, you are most likely giving permission to install on your computer.  If you are unable to perform a restore, call me or your local computer repair professional for assistance.

Contact Info: info@consideritfixed.com

Update on Insidious MS AntiVirus

On December 2nd of last year, I wrote about a family of computer parasites going by the names MS AntiVirus 2009, MS AntiVirus XP, etc.  A number of my clients had close encounters with this pest and it wasn't kind.  Some had been duped and offered it their credit card in a frustrated attempt to get their computer back.  In all of these cases, the fix was bogus.  Some of my readers took the time to offer stories of their experiences with it and solutions that they have found to remove it.  You can see their comments here:  http://www.consideritfixed.com/2008/12/insidious-ms-an.html.

Since I originally wrote about MS AntiVirus, I have had more opportunities to spend time with it.  Here are some of the things that I have learned.

1. When you first see signs that this parasite is on your computer, don't interact with it.  Simply stop what you are doing and run system restore to an earlier date.  Next, download Microsoft's Windows Malicious Software Removal Tool (http://www.microsoft.com/security/malwareremove/default.mspx) or Malwarebytes Anti-Malware (http://www.malwarebytes.org and run them.  You should be OK.
   
2. If you interact with it, it will install into your system and begin to cause problems.  I have found that it can do several things including disabling the tools that computer repair techs use to fix computers.  For example, it will delete all system restore points so that you can not run system restore.  I have seen it disable the menu system so that the run command and control panel appear unavailable.  In these cases, I believe that it is better to remove any user data from the PC, format the hard drive, reinstall the operating system and replace the data.  One specific procedural note.  Make sure that the new install has modern virus protection in place before putting the user data on it.  Also, run either Microsoft 's Windows Malicious Software Removal Tool or Malwarebytes Anti-Malware on the new configuration to ensure that the parasite hasn't hitchhiked.
   
3. If you were duped by it and gave it your credit card, call your credit card company and report the exploit to them.  I also recommend that you cancel your credit card.
4. When in doubt, take a more conservative approach with this parasite.  While some malware tools appear to remove it, it's unclear as to whether it has left any 'back doors' open into your system for further exploits.  So, in my view, a full format and reinstall is the only way to insure a successful removal.

Please keep posting information about this family of parasites here so that we can collectively help others who are infected.

Contact Info: info@consideritfixed.com

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The Dependency Service or Group Failed to Start

In the past week, I encountered a curious problem on 2 clients' Windows Vista PCs.  The symptom are:

• A red "X" on the network icon in the tray displaying the pop message - Connection status: Unknown The dependency service or group failed to start
• The PC is able to see available wireless networks
• The PC connects to available wireless networks but the status is limited and cannot connect to the Internet
• Both systems are running Windows Vista and Trend Micro virus protection

I spent a lot of time researching this problem and found that the error message "The Dependency Service or Group Failed to Start" is a somewhat generic message addressing Windows services issues.  I also found that many Internet help sites are littered with tons of bad information on this issue.  I tried many of the 'fixes' without success.  Then I found a thread on Microsoft's TechNet Forum that correctly identified my clients' problem and offered a fix that worked.  So, I give credit to Terry Downing for the fix. It worked like a charm. 

The problem:  Trend Micro's virus protection is getting confused and mistakenly identifies a Windows file as being infected with a virus.  In its efforts to remove the supposed virus, it corrupts the Windows Network Location Awareness service.  This service collects and stores network configuration information for the network and notifies programs when this information is modified.  If this service is stopped, configuration information might be unavailable.  If this service is disabled, any service that explicitly depends on it will fail to start.  The Network List Service will not run when the Network Location Awareness service is disabled.  Hence, the error message that a dependency service failed to start.  The Network Location Awareness service is found in nlasvc.dll which is located in the system32 directory.

Above is a screenshot of the Services window in the Computer Management window with Network Location Awareness service highlighted.

The fix: The corrupted system file, nlasvc.dll, needs to be replaced with a working version of the file.  For your convenience, I have put a copy of it here.  Click on the link to download the file:

nlasvc.dll

If you need to delete or overwrite a system file in Windows Vista, you'll quickly notice that you cannot delete system files, even as administrator.  This is because Windows Vista's system files are owned by the TrustedInstaller service by default and Windows File Protection will keep them from being overwritten.  Thankfully, there's a way that you can get around this.  You need to take ownership of the files, and then assign yourself rights to delete or modify the file.  For this, we'll use the command line.

First, open an administrator command prompt by typing cmd into the start menu search box, and hit the Ctrl+Shift+Enter key combination.

To take ownership of the file, you'll need to use the takeown command.

At the command prompt type: takeown /f c:\windows\system32\nlasvc.dll

That will give you ownership of the file, but you still have no rights to delete, move and rename it.  Next, you need to run the cacls command to give yourself full control rights to the file:

At the command prompt type: cacls c:\windows\system32\nlasvc.dll /G your username:F

Make sure that you replace "your username" with your username exactly as it is spelled for the currently active user account on your computer.

At this point, you should be able to change the file.  Rename the file from nlasvc.dll to nlasvc.dll.old.  Next, copy the new source file that you downloaded from above to c:\windows\system32.

Once the file has been replaced you need to set the permissions back to its original state.  Locate nlasvc.dll in c:\windows\system32 in the Windows File Manager.  Right mouse button click on the file and choose Properties.

Click Security tab; Click Advanced button; Click Owner tab; Click Edit button; Click Other User or Group and type in NT SERVICE\TrustedInstaller.

Press Ok on all dialogs until all property dialogs are closed.  Restart the PC and you should be back in business.

Please post a comment if this has been helpful to you.

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