Yes Fast is right...
And now I am almost 100% sure she had something like Norton installed... c'mon it's a branded computer. They tend to "stick" those ugly antiviruses inside those branded systems. And her "technician" is quite a professional person. He has no clue what avast! is and yet he told her than her virus came right from avast! web site.
First of all, I am sure there is no virus in her computer at all. He is a liar trying to get some more money out of her pocket. That's how they do those things. Common people don't understand much about those things, so they think they (crook techinicians) can lie to them as long as they want... but they forget one thing, people like to learn and hopefully, they learn a lot every day.
Remove your antivirus that was originally installed on your system prior installing the avast!... on second thought, you'll have to remove them both now. But, as long as you have even one small trace of the other antivirus on your system, avast! won't work properly. And that's not the case with avast! only, it's exactly the same situation with any other antivirus out there. It's been discussed many times in this forum already why is that, so I won't repeat it.
Maybe it would be a great idea if Alwil integrates some "other-resident-antivirus-installed-on-my-system-Checker" inside the avast! installation procedure. Something like when it warns you about ZoneAlarm Pro privacy issues with avast! web shield..
Sure that would save a lot of trouble many people out there... if they try to install avast! and they still have Norton (or any other antivirus) installed on their system, avast! should inform the user and completely refuse to install itself until the other AV solution is completely removed from the system.
Maybe another idea for POST YOUR WISHES FOR NEXT AVAST! RELEASE thread... hmmm... I'll post the same thing in there as well...
Cheers !