Strange E-mails After Registering

General Topics
1

Timeline:

Feb 23 — Registered (with great difficulty) and submitted a low-priority Support Ticket request.

Feb 26 — Received response from support@support.avast.com; I replied that the problem was solved.

Mar 01 — Received three of the following e-mails…

Status: U Return-Path:

[redacted]

Received: from 127.0.0.1 (puma.avast.com [127.0.0.1])
by puma.avast.com (Postfix) with SMTP id C2F75E04CEB;
Mon, 1 Mar 2010 15:05:08 +0100 (CET)
X-Mailer: Kayako SupportSuite v3.70.01
X-Priority: 3
MIME-Version: 1.0
Date: Mon, 01 Mar 2010 15:05:08 +0100
Message-ID: <kylwgk.kkmdvs @ support.avast.com:8040>
Subject: [ASW #CRV-737440]: Download problem [is not the original “Subject:”]
Cc: [redacted 60 — sixty! — addresses]
From: “avast support center - ALWIL Software” <support @ support.avast.com>
Reply-To: support @ support.avast.com
Content-Type: text/plain; charset=“UTF-8”
Content-Transfer-Encoding: 8bit
To: [not me — somebody else]
X-ELNK-Info: sbv=0; sbrc=.0; sbf=0b; sbw=000;
X-Antivirus: avast! (VPS 100228-0, 02/28/2010), Inbound message
X-Antivirus-Status: Clean

Dear Madam/Sir,

We are having trouble with this ticket. Please do not reply to this CLOSED ticket (CRV-737440) directly.

Could you be so kind as to re-send your message -if you need- to Support @ avast.com [not Support @ support.avast.com] or creat a new ticket.

Our team will get back to you as fast as possible.

Thank you for your understanding,

Selma Kartal
Sales Specialist
www.avast.com

Ticket Details

Ticket ID: CRV-737440
Department: [ENG] Technical support
Priority: Default
Status: On Hold

…to which I did not reply.

Mar 02 — Received the following with similar headers as above…

Dear Tommy, [is not my name]

[downloading/installation instructions edited]

If I can be of any further assistance, please do not hesitate to contact me.

Best regards,

Selma Mac Artain
Sales Specialist
(+420) 274 005 777
ALWIL Software a.s.
Trianon Office Building
Budejovicka 1518/13a
140 00, Praha 4
Czech Republic

ALWIL Software a.s. support

Ticket Details

Ticket ID: CRV-737440
Department: [ENG] Technical support
Priority: Default
Status: Open
–=_c4c3cd61ae214963116f96e0a2af39a6
Content-Type: application/octet-stream
Content-Transfer-Encoding: base64
Content-Disposition: attachment; filename=“License.avastlic” [omitted]

…to which I did not reply since I’m not Tommy!

Mar 02 — Three hours later, the fun began when I received…

Status: U Return-Path: <[b]somebody_1[/b]@gmail.com> [not [b]my[/b] address] Received: from [redacted] Received: from mail-yx0-f199.google.com ([209.85.210.199]) by [redacted] with ESMTP id 1nMqYR7Gi3Nl34f0 for <[redacted]>; Tue, 2 Mar 2010 07:13:41 -0500 (EST) Received: by yxe37 with SMTP id 37so67146yxe.9 for <[redacted]>; Tue, 02 Mar 2010 04:13:41 -0800 (PST) DKIM-Signature: v=1; a=rsa-sha256; c=relaxed/relaxed; d=gmail.com; s=gamma; h=domainkey-signature:mime-version:received:date:message-id:subject :from:to:content-type; bh=x9CqgSxaB+ZUhKKM8e+QmWDcQI4Yre3lObnYYOvMGvg=; b=oL3oSu4klGoSWM6DOl01x6tH69caJum53UUrshkEOq8K4HpD7ZRUjfURr2T5+sQPjp llVLlVt24Yx+rDzoIGlMORuNNAdYC2BslkQX1GxNrPcpMo71habCtmxlFHZFU6azWGd9 WRPAyIqGX16FPqAWGA1+oteeQ/r1riuudyloE= DomainKey-Signature: a=rsa-sha1; c=nofws; d=gmail.com; s=gamma; h=mime-version:date:message-id:subject:from:to:content-type; b=kHcdGNCsWgjCECxR0AhorxDmXT777p/2s613JunfGkrPL8CjPCWqxglxJKVa28CkKj SoaFNoVzIsuNSg3E3Yma8cVgmRisBfuL06rs/9PBVyhAA72dg0ODifzcRlOzVP+p2wKU 0fJyFjtajHIMPc1BsYmnlxschKR2mBXRxPGlA= MIME-Version: 1.0 Received: by 10.150.47.18 with SMTP id u18mr299106ybu.173.1267532016714; Tue, 02 Mar 2010 04:13:36 -0800 (PST) Date: Tue, 2 Mar 2010 07:13:36 -0500 Message-ID: <[redacted]@mail.gmail.com> Subject: Avast,problems, This is a horrid program From: [b]somebody_1[/b] <[b]somebody_1[/b]@gmail.com> To: [redacted [b]62 — sixty-two — addresses![/b] Content-Type: multipart/alternative; boundary=000e0cd7054a9908120480d04bec X-ELNK-Info: sbv=0; sbrc=.0; sbf=0b; sbw=000; X-Antivirus: avast! (VPS 100301-1, 03/01/2010), Inbound message X-Antivirus-Status: Clean

–000e0cd7054a9908120480d04bec
Content-Type: text/plain; charset=ISO-8859-1

I see that you all have a problem with Avast, I have always liked it, sadly
lost computer and had to get a new one, I reinstalled this and did not have
to as new system has an awsome program, now I can not get rid of it,OMYGOSH,
no mater what I do there are bits and pieces of it that are still messing up
my computer. I have downloaded different removal programs in hopes of
getting it off my machine, has anyone else encountered this problem??
Nothing seems to be able to get rid of it???

–000e0cd7054a9908120480d04bec
Content-Type: text/html; charset=ISO-8859-1
Content-Transfer-Encoding: quoted-printable

[same as text above but in coded format]

–000e0cd7054a9908120480d04bec–

Mar 02 — Several hours later, I submitted a new Support Ticket request with a higher priority to alert Avast that something strange and possibly serious had happened.

Strangeness continues in next post…

2

The strangeness continues…

Mar 03 — The following arrived this morning…

Status: U Return-Path: <[b]somebody_2[/b]@yahoo.com> [this isn't me, either] Received: [redacted] Received: from web51104.mail.re2.yahoo.com ([206.190.38.146]) by [redacted] with SMTP id 1nMNAW4dT3Nl34e1 for <[redacted]>; Wed, 3 Mar 2010 07:22:30 -0500 (EST) Received: (qmail 40357 invoked by uid 60001); 3 Mar 2010 12:22:30 -0000 DKIM-Signature: v=1; a=rsa-sha256; c=relaxed/relaxed; d=yahoo.com; s=s1024; t=1267618950; bh=zMS10dkOxvpycmkNfqlGkrA+y8biEg5skfp3C5gOoxU=; h=Message-ID:X-YMail-OSG:Received:X-Mailer:Date:From:Subject:To:In-Reply-To:MIME-Version:Content-Type; b=LYuYux8zV/pNF60SEML069AW4yBNctbISF4Yp3v0ikISxylPS+A7XsDTsTX+ DeshIqhvYmBFu0fo3pqpuybRVpAMmjwmzf5ZG+ ghwS3zaxHq3Qnml9v6zULH674jJQkiip1sDgGlqBdm76Fb3s5KPNBxtXNHvq3OnH1+yiCyuo=

DomainKey-Signature:a=rsa-sha1; q=dns; c=nofws;
s=s1024; d=yahoo.com;
h=Message-ID:X-YMail-OSG:Received:X-Mailer:Date:From:Subject:To:In-Reply-To:MIME-Version:Content-Type;
b=YqGGYzKwYbPdeYX27CoVpHQMwbLJ63gCy2xE0jXjvZKYeC6fwiJkPuvGASMZTr8zb3/
EtvHH2MAWhip3iW4kPDYvDNMapm2Hg5tYoLwQ3HdTc7Pvjlt00opbNYpWei7ijYfq38/
jHQSQYG3NjQPVFKuNRruhVA9yFXWUru+POrk=;

Message-ID: <[redacted]@web51104.mail.re2.yahoo.com>
X-YMail-OSG: CClkCicVM1nS79rI2WaBcqfKT.AW55gAPcxImeY55uNgGFo
YvmF_MQG1Whnh7XuIi6W38DkYp9xikwYnYa5DMfUODKkV3HQXxl5q.mz7qSK
ZU.XT0HpOOLvdPrQ0uCU8jZMI1yD93PwKaPDSxYKUbD5baL_VncsieRVrPq9
EPMRnbMHScqzOomAG4y848uiDscjOF5G5MzqL527FvXq_wCId3ziamZnm1jY
2pyfinEJMD1Jl0i3EPQAUim4ZB7gizdYBqdjSuA6KMpQE.DGT_ghLT4G5bfL
veQh16IT0zRqGzuXrAewc9VuqFN5wSFX53sTXJVd9TAPvDu4qhQmgRJIuqbG
9ypMm32o3nRFDb9mCKl8IAxBaxPnAXJKlsA–
Received: from [70.100.153.58] by web51104.mail.re2.yahoo.com via HTTP; Wed, 03 Mar 2010 04:22:30 PST
X-Mailer: YahooMailClassic/9.2.12 YahooMailWebService/0.8.100.260964
Date: Wed, 3 Mar 2010 04:22:30 -0800 (PST)
From: somebody_2 <somebody_2@yahoo.com>
Subject: Re: Avast,problems, This is a horrid program
To: [redacted same long list of addresses]
In-Reply-To: <[redacted]@mail.gmail.com>
MIME-Version: 1.0
Content-Type: multipart/alternative; boundary=“0-299958451-1267618950=:39710”
X-ELNK-Info: sbv=0; sbrc=.0; sbf=0b; sbw=000;
X-Antivirus: avast! (VPS 100301-1, 03/01/2010), Inbound message
X-Antivirus-Status: Clean

–0-299958451-1267618950=:39710
Content-Type: text/plain; charset=iso-8859-1
Content-Transfer-Encoding: quoted-printable

I believe that anyone who contacts AVAST! with a problem that they cannot s=
olve is simply out in the cold.=A0 They just send you an e-mail that says t=
hey have lost all your previous e-mails and ask you to start over.=A0 This =
is the second time this has happened to me.=A0 Great company huh.

— On Tue, 3/2/10, somebody_1 <somebody_1@gmail.com> wrote:

[copy of previous message omitted]

Do any of you know of any mail-server problems at Avast?

What’s the real Support e-mail address?

AFAIK, I have a clean machine. I’m just a little suspicious about the problems I had with registration. Have there been any attempts to hack the website?

Avast certainly doesn’t need anybody like the basher who authored these last two e-mails!

3

interesting, some comment here from Avast would be also interesting…

4

I’ve more-closely examined the headers of the Feb-23 registration acknowledgment and the Feb-26 Support Team response. During that interval, Avast updated its Kayako SupportSuite software.

According to http://www.kayako.com/solutions/supportsuite/,

SupportSuite is our flagship product, integrating the ticket and e-mail management features of eSupport with the live chat and visitor monitoring features of LiveResponse.

Manage your entire support operation, e-mail correspondence from multiple sources and multiple support desk front-ends from a single system.

[Emphasis added]

Perhaps this explains the “trouble” Avast reported with my original ticket as well as my current problem with the strange e-mails (which now include nine more since posting above).

I’ll PM that list of 60+ addresses to a forum moderator or to somebody from Avast to see if they represent recent Support requests.

It’s way past time for some damage assessment and control.

[Edited to add the following…]

Among those 60+ addresses is “sales @ avast.pl” which should help to solve this little mystery.

5

sorry for the issues guys, we have merged some tickets by accident in our Kayako SupportSuite software and it caused that mess. So please just ignore those e-mails which are not for you and if you still need help please create the new ticket. Thank you and sorry again.

6

Minor correction: I seem to be the only one at this forum who was affected by this mix-up.

Thank you, Avast. I accept your apology and appreciate your professionalism.

(For the record and the benefit of other forum readers — Avast also e-mailed an apology to the 60+ others on that extensive “Cc:” list.)

I sincerely hope you’ve learned from this experience in order to prevent repeating it.

7

I see this is a 20 day old post and the problems just began for me, because I didn’t own it 20 days ago. Now that problem persists . I am getting different and conflicting emails .

8

Add 3 years to the 20 days…!!! ;D