Hi Paul

Well in theory BT Open World is an ISP

The question I want to ask is did this happen when you literally turned on the laptop and downed AVG for the very first time?

I turned on Laptop, went online using internet explorer, went to download.com, searched for avg anti-virus, downloaded avg, installed avg, while it was installing avg ask me if i wanted to do a scan, which i did, and that's when it found the trojan horse generic.mqr

What I'm trying to say Paul is did you buy the laptop brand new, turn it on, get connected to the net to down AVG.
I have heard tales about reconditioned pc's that are being sold as new.

It was bought from a shop called Staples. They said it had been on display but not for long, and wasn't connected to the internet. They also said that they had restored it back to factory settings

Ask them why it had been restored.
Ask them if it was reconditioned was it sold as being reconditioned.
You may have a case under the Sale of Goods Act 1979 here mate.

Will get the person who bought it for us to ask. It doesn't look reconditioned

Is it a genuine Trojan or not? Only I've read other forums and someone said that the manifactures put it on there when they sell system.

Also if I do a system restore will it clear it if it's not supposed to be on the laptop?

They also said that it was the last one (was on special offer) and they probably wouldn't be getting any more of those in