Welcome to Geek Squad Remote Support, we will be with your shortly. Note that this session may be monitored or recorded for quality assurance purposes only.
		Agent Maridick A:
Thank you for contacting Geek Squad Remote Support! My name is Agent Maridick A. How can I help you today?
10:39 P.M.
		*********@gmail.com:
Viruses have taken over my computer
10:39 P.M.
		*********@gmail.com:
I don't know what to do
10:39 P.M.
		Agent Maridick A:
I am sorry to hear that. Can you please elaborate the issue a little more so I am able to address this correctly? Thank you.
10:39 P.M.
		*********@gmail.com:
There's a software called roadkill.exe
10:40 P.M.
		*********@gmail.com:
Using malwarebytes I've found 400 viruses on the computer
10:40 P.M.
		*********@gmail.com:
Each under roadkill.exe
10:40 P.M.
		Agent Maridick A:
I’m sorry to hear that, but we should be able to help. Before we get started, can I please have your First and Last name, and phone number?
10:41 P.M.
		*********@gmail.com:
***** ******
10:41 P.M.
		*********@gmail.com:
Phone number is (***)*** - ****
10:41 P.M.
		Agent Maridick A:
Thank you for providing the details, *****. Please give me a moment to check on it. This should take a few minutes.
10:41 P.M.
		Agent Maridick A:
Thank you. Do you happen to have a Geek Squad Tech Support or Geek Squad 24/7 Plan with us?
10:42 P.M.
		*********@gmail.com:
Yes I do
10:42 P.M.
		*********@gmail.com:
I have the computer protection. Including accidental
10:42 P.M.
		*********@gmail.com::
It's not under this cell phone, email, or naem
10:43 P.M.
		Agent Maridick A:
Can I please have the details on the account please?
10:43 P.M.
		*********@gmail.com:
**** ******
10:43 P.M.
		*********@gmail.com:
		**********
10:43 P.M.
		*********@gmail.com:
Please help me
10:43 P.M.
		Agent Maridick A:
May I know how are you related to **** by chance?
10:44 P.M.
		*********@gmail.com:
Yes
10:44 P.M.
		*********@gmail.com:
I'm his son
10:44 P.M.
		*********@gmail.com:
It's the protection plan under the MSI Stealth Pro
10:44 P.M.
		*********@gmail.com:
Please, it's obviously a trojan. It's trashing my computer as we spea
10:45 P.M.
		*********@gmail.com:
speak*
10:45 P.M.
		Agent Maridick A:
I understand. May I please have the make and model of the computer?
10:46 P.M.
		*********@gmail.com:
MSI
10:46 P.M.
		*********@gmail.com:
Stealth pro
10:46 P.M.
		*********@gmail.com:
Late 2017 model I believe
10:46 P.M.
		*********@gmail.com:
Please hurry
10:46 P.M.
		Agent Maridick A:
Thank you. I do apologize, however, as per checking, you have a protection plan under this device. You may only take advantage of a protection plan by bringing the device to the store.
10:47 P.M.
		*********@gmail.com:
I'm sorry?
10:47 P.M.
		*********@gmail.com:
I'm being hacked
10:47 P.M.
		*********@gmail.com:
I think that's under my protection plan
10:47 P.M.
		Agent Maridick A:
I understand. However, you could only take advantage of your protection plan by bringing the device to the store. It only covers in-store repair.
10:49 P.M.
		*********@gmail.com:
No. I was told I could get online support for software issues
10:49 P.M.
		Agent Maridick A:
I do apologize, but with the protection plan, repair could only be done at the store.
10:50 P.M.
		*********@gmail.com:
So basically, I jumped online. At 10 @ night. To talk to you. To divulge personal information to you. To spend time letting you know what's going on.
10:51 P.M.
		*********@gmail.com:
and you frankly can't fix it?
10:51 P.M.