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Best Buy 'admits' to selling trojan infected goods
Author: Gareth HalfacreePublished: 18th January 2008
The Insignia 10.4" digital photo frame, known to have been sold with an infectious Trojan.
It only affects Windows computers, so Mac and Linux users can commence sniggering. The memo, distributed by Best Buy management to stores regarding the problem and subsequent removal from sale of the frames, claims the Trojan was “pre-installed during the manufacturing process” and lies dormant until the frame is connected as a mass-storage device to a Windows PC.
The affected product, the Insignia 10.4” digital photo frame, was pulled from sale at the start of the year when the problem first came to light. It's only now that the real reason for the removal has become apparent, thanks to the leaked memo.
Store employees are advised by Best Buy management to direct customers returning the frames to the Geek Squad, their in-store techie service. There is no word about actually recalling the product from those who have already purchased it, with the memo only saying that letters outlining the problem will be sent to customers “once a solution has been tested and confirmed”.
The problem, of course, is that by the time Best Buy send these letters out the damage is likely to have been done. Although the frame has a built-in card reader – the use of which will not trigger the Trojan – it's highly likely that users will transfer pictures already stored on their computer via the USB interface, described by the manufacturer as “for easy connection to your computer”. Connection, infection: it's an easy mistake to make.
Any US readers the proud owners of the Limited Edition Frame with Free Trojan, or isn't it the sort of thing that appeals? Let us know over in the forums.
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NEW UPDATE: Insignia 10.4-inch Digital Photo Frame
Earlier this month, it came to our attention that some of the Insignia 10.4-inch LCD
Digital Photo Frames (model # NS-DPF10A, SKU # 8483866) were contaminated by a virus
during the manufacturing process. We are posting updates at
http://www.insignia-products.com/ to keep the public informed and are currently
connecting with our customers who may have been impacted.
We have worked hard to provide the best solution for our customers. Because
customers load and share files to these frames in many different ways, we're
providing one-on-one support to make sure that each customer can access the solution
that best meets their needs. Customers should call Insignia customer care at (877)
467-4289.
Included on the Insignia Web site are a few key facts:
* Not every frame was contaminated by the virus.
* This virus only affectscomputers running a Windows operating systemand will only
be initiated if the digital picture frame is connected to a PC via a USB cable.
Customers who have not connected the frame to a PC, or those who have updated
anti-virus software should be fully protected.
* The virus cannot infect memory cards, digital cameras or USB flash drives that are
connected to or inserted in the frame.
Again, please direct customers to Insignia customer care at (877) 467-4289. If a
customer in your store has questions, you may direct them to the Geek Squad who have
also been alerted to the situation and can provide guidance on next steps.
Ensuring that our customers are satisfied and have a quality product is of utmost
importance to us. This model has been discontinued and we are making changes to our
quality assurance and quality check process to help ensure a situation like this is
not repeated.
Please direct all news media inquiries to the Best Buy Public Relations department
at 612-292-NEWS or newscenter@bestbuy.com.