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yes, its a complete scam, you should never talk to them or let them into your computer.
here is a note from Amazon: https://www.amazon.com/giftcardscams/b?ie=UTF8&node=15435487011
and one more reading on the subject: http://www.denverpost.com/2016/11/07/cyber-stranger-fraud/
and one more. http://medway.wickedlocal.com/news/20170223/medway-police-warn-of-computer-virus-phone-scam
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