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#1
Jackpine

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I have noticed that at least on one occassion, a staff member has provided an initial response together with instructions to a poster while there are still numerous posters who have posted well over 3 days ago. This is contrary to the site's rules. The reason I mention this is that I told a friend about this site. My friend is experiencing malware problems and he posted here about 7 days ago. Out of interest, I have been following the progress of his post, and it has yet to be looked at. (I am well aware of how busy this site is, etc., and am also aware of the "waiting room" forum. Indeed, I have used it myself one time.)

I will advise my friend to use the "waiting room" forum. I am sure he will obtain the excellent help that Geeks to Go provides.

I just thought that it was somewhat unfair to all the other posters who have 0 replies to be bypassed like this.
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#2
rshaffer61

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One reason may be that someone who knows your friends issue may not have looked at the topic yet.
Is it a malware issue or a tech issue?
Do you have the link to the topic so maybe I can assist in getting your friend the help they need?

As you said:


(I am well aware of how busy this site is, etc., and am also aware of the "waiting room" forum. Indeed, I have used it myself one time.)

but be aware we are all volunteers and depending on what time zone and country your friend may be in the assistance may be slower in coming. We do try our best to not miss a topic but it does happen and I apologize that your friend has fallen into the cracks. Also us as Staff members do not handle just one topic at a time and in most cases are handling numerous topics. I myself handle dozens of topics at any one time so once in a while I do miss a newer topic that may go unanswered for a few days.
Please understand I am not making excuses for your friend being overlooked but only giving legitimate reasons for the error.If you can clarify the above questions I will be happy to try and extradite your friends topic to the best of my abilities. :thumbsup:
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#3
Essexboy

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One additional element to take into account is that the malware removal side has a multitude of different infections. The staff generally go for the ones that they are most comfortable with, so if it is an unusual one then it may be bypassed until one of the staff who likes a challenge picks it up

Do you have a link ?
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#4
Jackpine

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Yes, his topic is posted here.
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#5
Essexboy

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Got it - it looks interesting as I can see nothing apparent :lol:
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#6
rshaffer61

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Essexboy is on it now for your friend. Give him some time to exam the log and start with the first set of instructions. Hopefully your friend has immediate email notification checked in his preferences for the topic. If not there may be a delay on being notified of any response.

I'm know your friend is in great hands with Essexboy and he will do everything possible to help your friend resolve the issue. Good luck to both of you and thank you for bringing the topic to our attention. :thumbsup:
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#7
Jackpine

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Thank you very much. :) I know that my friend is in excellent hands because Essexboy has helped me in the past. I assisted my friend set up his registration, and he does have immediate email notification checked.

Jackpine
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#8
sari

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I have noticed that at least on one occassion, a staff member has provided an initial response together with instructions to a poster while there are still numerous posters who have posted well over 3 days ago. This is contrary to the site's rules.

For clarification, we have no rules about answering posts within the order that they're posted. As Essexboy said, helpers will respond to those threads that they feel comfortable with, or those they feel they can help with. While we do make every effort to help as many people as possible, we are a site of volunteers, and we cannot insist upon helpers responding to every topic.
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