![]() He asked for a phone number and an email address, and then said the first thing he needed to do was take remote control over my system. Chinni that I had just installed a copy of Avast, but that I couldn’t be certain it was updating correctly. I also wanted to see for myself if there was anything to the claims on Avast’s user forum that iYogi was using support requests to push expensive “maintenance and support” packages.Ī call to the support number listed on Avast’s site put me through to a technician named Kishore Chinni I told Mr. I wanted to see whether I, too, would receive follow-up sales pitches. I decided to investigate iYogi myself, and created a fresh installation of Windows XP on my Mac, using the free virtual machine from Virtualbox. I’d first heard about the issue when a reader wrote in to say he’d received complaints from his clients about calls from someone claiming to represent Microsoft and requesting remote access to user computers to help troubleshoot computer problems. Luckily only a handful of customers have contacted us regarding this so far, but they report receiving phone calls from ‘Avast customer service’ reps who need to take control of their computer to resolve some issue and who, for a fee, wish to charge them for this privilege.” Avast is still investigating the incidents, but a number of users are reporting that the incidents followed experiences with iYogi, the company in India that is handling Avast’s customer support.Ī follow-up investigation by KrebsOnSecurity indicates that Avast (among other security companies) is outsourcing its customer support to a third-party firm that appears engineered to do little else but sell expensive and unnecessary support contracts.Īdam Riley, Avast’s third party support manager, wrote in a post on the company’s blog that “during the past week or so, we have received some complaints and it appears that some of our customers are being targeted by a new scam. The makers of Avast antivirus software are warning users about a new scam involving phone calls from people posing as customer service reps for the company and requesting remote access to user systems.
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