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If you ran it back to factory it must have been reinstalled somehow. Can you get on the web with it well enough to communicate with me?
had to step away from my desk for a little bit. Alright, try restarting her computer... and immediately start tapping F8 and see if you can get into the Advanced Startup menu. There should be a selection for Start Windows in Safe Mode with Networking. Do that.
let me know once it's loaded.
any chance you can plug it directly into your router?
what is the make and model of the computer?
in safe mode or regular mode?
okay bring this up in a web browser on that computer https://www.fastsupport.com/716042954
Let me know how it turned out and if the scan took care of the infection (REBOOT) if you haven't already.
I'm very sorry you feel that way. Maybe I didn't do a very good job of setting your expectations before we began so for that I am also sorry. That said, I've been doing this for more than 15 years, there's no way the problems you described resulted solely from a Malwarebytes scan. If the Windows installation was so fragile that it couldn't handle those infected files being removed, it would have crashed within days if not hours. In the mean time you could have had personal information, passwords, credit card information, bank data, etc... stolen via the considerable infection your system had. You said so yourself that the system was unusable so I don't know how it could be 10x worse than that afterward. In any case I can understand you're not happy and I certainly don't expect you to pay if you're not satisfied. All I would ask is that you take an honest look at the situation before you consider trashing anyone's reputation. I think if you're honest with yourself, you knew where this was likely going to lead. In order to have your refund processed, please either visit this link: http://www.justanswer.com/refund or send an e-mail to***@******.*** and request a refund.