CONTACTS 
0201 - Trend Micro, Inc.
020101 - Ms. Elena (Len) Quitoriano; Customer Support Representative
020103 - Consumer Support Team

SUBJECTS
Trend Micro Diagnostic Hijackthis Scan C16 Submit Log Fix Virus Goog

3603 -
3603 -    ..
3604 - Summary/Objective
3605 -
360501 - Follow up ref SDS 8 0000. ref SDS 7 0000.
360502 -
360503 -
360504 -
360506 -  ..
3606 -
3607 -
3608 - Progress
3609 -
360901 - Virus Google Search Redirection Trend Micro Support
360902 -
360903 - Follow up ref SDS 8 716S, ref SDS 7 716S.
360904 -
360905 - Background on current efforts reported on 101223 1314, ref SDS 8 716S,
360906 - and resulting in Trend Micro assigning a new case number...
360907 -
360909 -                             ..
360910 -                            1-1-395893663
360911 -
360912 - ...and submitting a second diagnostic scan replacing the scan that
360913 - Trend Micro lost, reported on 101223 1314. ref SDS 8 4Q4T
360915 -  ..
360916 - Today, received following letter from Trend Micro saying...
360917 -
360918 -    1.  Subject: [SR1-1-395893663] Website Redirection
360919 -        Date: 26 Dec 2010 17:45:38 (PST)
360926 -         ..
360927 -    3.  Greetings! You have received this system-generated email
360928 -        because we have not received a response in the past three (3)
360929 -        days.
360930 -
360931 -            [...below on 101226 2122 at 2148 submitted response to
360932 -            Trend Micro, ref SDS 0 4Q6F, and advising that log file was
360933 -            submitted to Trend Micro on 101223, and that Allan,
360934 -            reported tTrend Micro received the letter. ref SDS 0 YP8U
360936 -             ..
360937 -            [On 101227 0948 letter from Trend Micro reports examination
360938 -            of log file created on 101217, with hijackthis.exe program
360939 -            received from Trend Micro and according to Trend Micro
360940 -            instructions, did not resolve Google search redirection
360941 -            virus problem, ref SDS 9 3G5F; Trend Micro submits 28
360942 -            additional detailed technical steps for customer to help
360943 -            Trend Micro recover from failure of Trend Micro virus
360944 -            protection with Pccillin. ref SDS 9 9H3P
360946 -             ..
360947 -            [On 101227 1134 letter notifies Trend Micro that Google
360948 -            Search redirection problem does not occur on Internet
360949 -            Explorer (IE), only Netscape (Firefox), ref SDS 9 NU5P;
360950 -            Window XP system on c16 reported memory could not be read
360951 -            error on shut down, ref SDS 9 NU7Q; and that implementing
360952 -            28 detailed technical instructions received from Trend
360953 -            Micro, did not correct failure of Pccillin to prevent
360954 -            Google Search redirection virus using Firefox browser.
360955 -            ref SDS 9 NU8S
360957 -         ..
360958 -    4.  We hope that the previous resolution that was given worked in
360959 -        resolving your concern/s.  Should you wish to keep this case
360960 -        open, simply reply to this email along with any relevant
360961 -        information and we will get back to you as soon as we can.
360963 -         ..
360964 -    5.  Please note that this case will automatically close after an
360965 -        additional two (2) days.  If you have already replied, kindly
360966 -        ignore this email.
360968 -         ..
360969 -    6.  SR#.......................... 1-1-395893663
360970 -        Title........................ Website Redirection
360972 -         ..
360973 -    7.  To ensure timely response on your cases, please check your
360974 -        "spam" folders too.  If this email is tagged as spam, please
360975 -        mark this message as "not spam" e-mail.
360977 -         ..
360978 -    8.  Thank you and have a great day!
360980 -         ..
360981 -    9.  Regards,
360982 -
360983 -        Trend Micro Consumer Support Team
360984 -
360986 -  ..
3610 -
3611 -
3612 - 2148
3613 -
361301 - Submitted response letter saying...
361302 -
361303 -    1.  Subject: Re: [SR1-1-395893663] Website Redirection
361304 -        Date: Sun, 26 Dec 2010 22:11:11 -0800
361308 -         ..
361309 -    2.  Dear Trend Micro Consumer Support Team,
361311 -         ..
361312 -    3.  I received your letter dated 26 Dec 2010 1745 PST, on the same
361313 -        date at 2202 [...per above, ref SDS 0 QR5K...], and saying
361314 -        Trend Micro has not received a response from me in the past 3
361315 -        days [...also, per above, ref SDS 0 JK3R...].
361317 -         ..
361318 -    4.  Your notice conflicts with the record on 101223, showing a
361319 -        letter from Trend Micro was received at 1327. ref SDS 8 0147
361321 -         ..
361322 -    5.  Later that day on 101223 at 1333 a response was submitted to
361323 -        Trend Micro, as further shown in the record. ref SDS 8 4Q4T
361325 -         ..
361326 -    6.  Subsequently, on 101223 at 1338, your colleague, Allan, stated
361327 -        in a telephone call that Trend Micro received the response, and
361328 -        that  Trend Micro would submit a reply on Monday, 101227 to
361329 -        resolve pending issues. ref SDS 8 NP3K
361331 -         ..
361332 -    7.  Please advise if Trend Micro's schedule for responding to
361333 -        pending issues has changed.
361334 -
361335 -            [On 101227 0948 letter from Trend Micro reports examination
361336 -            of log file created on 101217, with hijackthis.exe program
361337 -            received from Trend Micro and according to Trend Micro
361338 -            instructions, did not resolve Google search redirection
361339 -            virus problem, ref SDS 9 3G5F; Trend Micro submits 28
361340 -            additional detailed technical steps for customer to help
361341 -            Trend Micro recover from failure of Trend Micro virus
361342 -            protection with Pccillin. ref SDS 9 9H3P
361344 -             ..
361345 -            [On 101227 1134 letter notifies Trend Micro that Google
361346 -            Search redirection problem does not occur on Internet
361347 -            Explorer (IE), only Netscape (Firefox), ref SDS 9 NU5P;
361348 -            Window XP system on c16 reported memory could not be read
361349 -            error on shut down, ref SDS 9 NU7Q; and that implementing
361350 -            28 detailed technical instructions received from Trend
361351 -            Micro, did not correct failure of Pccillin to prevent
361352 -            Google Search redirection virus using Firefox browser.
361353 -            ref SDS 9 NU8S
361355 -         ..
361356 -    8.  Sincerely,
361357 -
361360 -
361361 -
361362 -
361363 -
361364 -
361365 -
361366 -
361367 -
361368 -
361369 -
361370 -
3614 -