Can anyone give any advise about asking for refunds for software purchased online from the US? I'm in S E Asia.

I recently found I had W32.Sinnaka.A@mm and Schmitfraud-C on my PC so I bought a license for "Spyguard" because this was one of the programs recommended by the Microsoft Security Centre web page that kept coming up. (I tried the freeware SpyBot which detected it ok but couldn't get rid of it)

Spyguard couldn't remove the Schmitfraud-C either and it was always there when I re-scanned. It also kept exiting unexpectedly and provoking an MS fault report.

I've since replaced it with another program that got rid of both first try.

Under these circumstances, would it be normal to delete the software and expect a refund? The vendor sent me the license key so unless there some way of detecting my IP and preventing me from using the program illegally, I guess I'm asking them to trust that I will delete the program.

Sorry, I'm not very experienced with buying vuirtual goods on-line. It's no big deal to write the money off but I'd rather not do that unless I have to. Any advice would be appreciated.

Trevor

Dear Trevor

To be honest, I doubt that you will be able to claim a refund on the product you purchased. Although I live in the UK, I can see by your posting that you have made a fundamental mistake.

The malware you found on your PC, W32.Sinnaka.A@mm and Schmitfraud-C, are viruses or Trojans. However, you tried to remove them with "Anti-Spyware" products and as most PC users know spyware and viruses are two totally different types of malware.

Therefore, the vendor of "Spyguard" can't be faulted for selling you a product that does not work, because it is designed to delete spyware and not viruses, it is just that you picked the wrong product to purchase.

You say that you have now got rid of the viruses so now you must have an anti-virus app on your PC. As you are obviously an inexperienced PC user, I would strongly suggest that you keep your anti-spyware products because PC's now are constantly under attack by various and numerous miscreants hiding and laying traps on the internet, the following are samples of the types and kinds attacks you may experience as a PC user:

a) Viruses - embedded in web pages, attached to emails, transfered via infected disks, sent via networks, hidden in software etc.

b) Trojan - same as viruses

c) Worm - self perpetuating (ability to send itself from PC to PC)

d) Spyware - spies on your internet activities, may give you an unwanted automatic response or report back to its originator.

e) Keylogger - notes every keystroke on your PC and report back to its originator (mainly used by criminals).

f) Browser Hi-Jacker - Hijacks your browser's home page and/or re-directs your browser to a scammers website.

g) Adware - floods your browser with adverts whenever you go onto the internet.

There are other dangers out there, each designed to take control of your PC and steal your financial information, so before you start surfing all over the net and infecting your PC with all sorts of malware you should first protect your PC as best you can, all you probably need now is a firewall, e.g. ZoneAlarm (which is very good and free).



UK Bob

Bob

Thanks for your detailed reply. I guess you're right about that although The SpyGuard was one of 3 or 4 programs detailed on the MS Security Centre web page that kept popping up as the default home page on IE. Perhaps a bit misleading for the unwary. When Syguard didn't work, I loaded Malwarewipe and both the virus and trojan have gone.

I accept that the vendors are not to blame if I purchased the wrong product but some vendors do have a return policy. It's worth asking.

Right now I'm using McAfee VirusScan, Ad-Aware SE and update their signature files as often as they are available. In addition, there's Windows Firewall and now I have Malwarewipe, Peerguardian 2, and The Spyguard (currently unloaded). Do I need any others? Is the firewall you mentioned better than the Windows one?

Thanks again

Trevor

Trevor

In my humble opinion, the windows firewall is not a real firewall because although it can stop unwanted stuff from attacking your computer it cannot stop malware and windows apps accessing the internet (with or without your knowledge).

A good firewall should stop all unwanted internet access to and from your PC, for example, suppose you are already infected with a Trojan or keylogger, these malware can and will contact their criminal originators and the windows firewall will not do a thing to stop it happening. While a proper firewall, such as ZoneAlarm or Norton Personal Firewall, will stop this unauthorised internet contact. That's why you need a proper firewall and not the "mickey mouse" variant supplied by MS.

At the moment, apart from a proper firewall, you seem to have most things covered in protecting your PC. However, depending on how important your PC is to you, you should never become complacent because the criminals out there are always looking for ways to get around and/or incapacitate your protection.

So, to keep up to date, I subscribe to "Internet Security News for End Users". an email sent out every month by "Home PC Firewall Gude", at http://www.firewallguide.com.

Hope this helps.




UK Bob

Bob

Many thanks again. Most helpful in fact. I shall check out ZoneAlarm straight away.

Since my last reply I have had an email from the SpyGuard people and they are willing to refund so it's always worth asking. I shall try to be more careful before I buy next time.

I assume if one uses a third party firewall, the Windows one should be turned off?

Regards

Trevor

Yes. Many firewall producers including M$ recommend not running 2 firewalls simultaneously. They can interfere with each other & lose overall effectiveness. They may also cause problems with net programs running. p2p programs are a good example.

Thanks LOTR, UK Bob

I'm a lot clearer now. In downloaded and installed ZoneAlarm and have this running ok.

Thanks again

Trevor