Strange advice off F Secure

Aspirant

Strange advice off F Secure

I am 70 yrs old and am not an expert with computers. Recently my laptop started getting slow & at least once a day I had the dreaded blue screen. I have F Secure  Internet Security on my desktop PC  but I didnt have it on the laptop  even though I have a 2 yr licence for upto 3 computers. I  did have an anti malware programme on the laptop which found 102  'objects' and 3 viruses which it quarantined. I then got intouch with F Secure via the instant messagin 'chat now' to ask how do I put their antivirus onto the laptop. She said she'd get an Engineer to ring me within 20mins. As promised the engineer rang and took over the laptop using remote control. I thought he was an F Secure engineer but found out later he was working for JMK Technical Services. Why did F Secure lady pass me onto a 3rd party? He then rang me to say that he'd found over 30,000 problems and the laptop was wide open for hacking . He asked if I banked or purchased things over the Internet & I told him I buy from Amazon & Ebay. He said that they are ok & the hackers hadnt got into there. He then told me he can put 35 engineers onto this problem to clear the  30000 plus problems but it will cost £79 ($130 US Dollars)  . Being a Senior Citizen  I was worried about being hacked so I agreed to pay. He then tried to talk me into paying something like £120 for a more comprehensive repair & said my laptop will then be as good as new. I declined & settled for the $130 repair. After thinking about this I think I've been hoodwinked. All I wanted was to put F Secure onto my laptop. He also removed my malware programme which held my History records showing it had just scanned & removed over 100 objects & viruses. When I re-installed it later all the history had gone .

What do you expert computer people think of this?

Thanks for reading this. I   have now lost trust in F Secure & when it is up for renewal later this year I will consider another Anti Virus . I hope someone at F Secure reads this because it does seem a strange way to treat customers. Incidentally my laptop is no different but I do have F Secure on it now.

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Aspirant

Re: Strange advice off F Secure

Thank you Ben and Simon once again. Ive taken your advice and have done a system restore and also deleted quite a few little programmes that were hidden in the files. System restore unfortunately  didnt remove them as the only restore point was the same day this event happened. Ive also left a message for Barclays asking if I am covered  for this and told them F-Secure are looking into it thanks to help from you guys. I gave Barclays the url of that site pretending to be part of F-Secure aswell and I'm sure they'll agree it looked professional. Many thanks guys.

Norman

38 REPLIES 38
Superuser

Re: Strange advice off F Secure

Hi Norm, and welcome to the forum.   :)

 

Having done some quick research, it does appear as though JMK Technical Services are a legitimate company, offering remote or online computer support services, and I can only guess that F-Secure outsource some cases to them.  It may have been that as the problems on your laptop appear to have pre-existed before you tried to install F-Secure on it, they felt that it required more specialist attention than purely support for the F-Secure product.  Again, I stress, that's only a guess, as I don't work for F-Secure, so can't speak for them. 

 

JMK appear to charge a standard set tariff for a 'one-time' repair, which, according to their website, seems to be $79.95.  Obviously, as a business, they would try to sell you more of their services, so I guess that's where the further sales pitch came in.

 

With regards putting F-Secure on your laptop, this would indeed require the removal of any previous anti-virus / anti-malware programs, otherwise conflicts can occur, so I believe they were correct to do this.  The removal of previous products, if done correctly, would wipe them out completely from your computer, so this may well include the removal of historical logs from those products.

 

So, you say you now have F-Secure on your laptop, but it is 'no different'?  Does that mean that it's still running slowly and crashing (blue screening) daily?

 

I hope that the above may have put your mind at rest, in that it does seem as though JMK are a legitimate company.  Do come back to us if we can be of any further help.

 

EDIT: REMOVED POTENTIALLY DANGEROUS LINK

Aspirant

Re: Strange advice off F Secure

Thank you for your post Simon.

When I contacted F Secure via the live chat I did not tell the lady that I'd had any problems. All I asked her was 'How do I put F Secure onto my laptop'. Actually just after she said she'd get an Engineer to ring me I figured out how to do it myself but then the phone rang and an Asian chap who I found difficult to understand proceeded to get me to allow him remote access to my laptop.

Why did the F Secure lady not just tell me the best way to install? She didnt know anything about my laptops previous problem

I was charged £79 which is $130 .

I dont get the blue screen now because Malwarebytes found the 100 plus 'objects' inc a few Trojans. When I shut the laptop down last night it took quite a while. (I'm on my desktop just now so havent gave it a really good check). The Malwarebytes doesnt conflict with F Secure and finds malware much better than F Secure. I have both on this PC.

Thanks again for helping. Much appreciated Simon.

Superuser

Re: Strange advice off F Secure

I see your point, Norm.  I think it would probably be best for someone from F-Secure to respond to this further. 

Aspirant

Re: Strange advice off F Secure

THANKS again Simon.

I'm pleased you seem to agree with my complaint.

The F Secure  lady could be on commission passing on vulnerable customers to JMK and it is so easy to do.

Because I was plainly obviously not computer literate she just passed me over to JMK and it cost me dearly.

I feel I was the subject of a scam & always thought I'd never get caught out but you dont suspect this when you are dealing with a company like F Secure.

Hopefully F Secure will look into this otherwise in Nov when my 2 yrs is up I shall try another antivirus

Best wishes,

NORMAN 

Highlighted
Superuser

Re: Strange advice off F Secure

I agree that it seems odd that you were passed onto a 3rd party support service, if all you wanted to do was install an F-Secure product, but obviously, in fairness to F-Secure, we haven't heard their side of the story yet, and I find it difficult to believe that you were the subject of a scam, as I've been with F-Secure long enough to consider them a reputable and trustworthy organisation. 

 

Let's wait to hear from them before making any judgements.  Smiley Wink

F-Secure Product Expert
F-Secure Product Expert

Re: Strange advice off F Secure

Hello Norman,

 

We couldn't trace any ticket or chat session in our systems with your email address.

Note that F-secure is not partnering with the named company and do not provide any support services in any affiliation with the stated company.

 

Could you clarify from where you started the chat session ( location of the "chat now " button you clicked )?

 



Best Regards

-Ben

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Aspirant

Re: Strange advice off F Secure

Good Morning Ben,

As soon as I saw your reply it hit me that I've been hoaxed by a company pretending to be F-Secure.

 

I googled for F-Secure & saw this link http://XXXXXXXXXXXXXXXXX/f-secure.html

 

It looked legitimate so I used the Chat & it was Rosy Handa who dealt with me & within a minute or two she advised she'd get an engineer to ring me. Sure enough the 'engineer' with an Asian name rang me. He asked if he could remotely operate the laptop   then he said he  couldnt find my records so asked for a copy of my F-Secure details which I put up on the Screen for him. He showed me a file on my laptop which had thousands of error messages on  it & thats when he said he can get 35 engineers to work on it & it will end up as good as new. I paid him the £79 requested ( $130) and am pleased I didnt opt for the £120 or thereabouts option he advised me to take. I paid because he said I was wide open to hackers who had already been into the computer. I now realise the page with thousands of errors was one' he'd made previously'. Is there anything F Secure can do to get me my £79 returned please?

Thank you for your involvement.

Norman

 

EDIT: REMOVED POTENTIALLY DANGEROUS LINK

Superuser

Re: Strange advice off F Secure

Hi Norman,

Well, that does throw some new light on the situation, and it also appears that my initial views of the company you paid for support may have been a misjudgement, for which I apologise.

I hope that you can get this matter rectified somehow. If you feel you have been the victim of a scam, then maybe your credit card company might be able to help with recovering the funds?
Aspirant

Re: Strange advice off F Secure

Hi Simon,

Thanks for your post. I am hoping someone from F-Secure will read this thread because that website is pretending to be F-Secure .  This would be in their interest because  I do feel I have been tricked.

Because you and Ben are computer savvy and honoured contributors etc can you possibly get FSecure to investigate. I will see if I can get intouch  aswell. Thank you all.

Norman