Virus Removal Remotely vs In Shop

[ClickRight]

Originally Posted by PCX

I guess it all really depends on your work load and process. For us, our general wait time for repairs not requiring parts to be ordered is 2 to 4 business days. Of those 2 to 4 days, one of them is used for a full diagnostics. In most cases when it comes to virus removals, tune-ups, reinstalls and HDD replacements, we can have the repairs done in 2 to 3, but we have been so slammed lately that we tell the customer 2 to 4. Personally, we rarely ever have a customer that had an issue with our wait time. If they did, we offer them (and charge them for) expedited services, but that's pretty rare.

My process exactly: 1 business day for full diagnostics than another 1-3 business days for the repair, so 2-4 business days. If client needs if fixed faster and it's something more than a few clicks, they can upgrade to rush service (guaranteed 48 hour turnaround) or super rush service (guaranteed 24 hour turnaround) for an additional charge.

If we're not too busy you might get their computer back on the same day-- if we're busy it may take up to 4. When the client comes in we try to give them the best estimate we can based on how busy we are.

[MikeLierman]

Originally Posted by Parkwaytech

5 business day turn around?! My customers would shoot me. I try to keep it to next day for in shop work. Obviously sometimes you get backed up, but I can't think of a time, except for when we were waiting for parts, that a customer had to wait five business days.

That's exactly what I was thinking! If it's not done within 24 hours my customers are usually calling me asking what's going on. DC Jacks and screen replacements take on average 3-5 days because I have to wait for the part to come in.

[gazza]

If a client wants same day service and I can actually provide it in that time-frame and guarantee the repair then yep the customer can have it done but at triple time. That covers the cost of elusively working on their computer and not doing any other jobs at that time. Otherwise it is normally a 3 to 4 day turnaround on repairs like workshop virus removals, hard drive replacements with clean installs etc.

[D_Underground_Computers]

I have done virus removals with a considerably fair successive ratio but, they were done for emergency purposes for functionality of the client's machine until I was able to manually service it. It would be much more efficient to have a remote program which installs an agent onto the computer so after using removal tools such as Combofix etc, which requires a reboot, you can gain access again quickly to continue the removing process that way the user does not have to monitor your work. I haven't really tried to implement remote methods to virus removals but I feel that would be a pretty effective method if one does not have to use boot "live" environments such as Hiren's boot disk to access the operating systems files. Generally a virus removal will take 1-2 hours depending on rootkits and other infections

[marcink99]

Originally Posted by AlaDes

I'd love to get into doing remote support more so than I am now but when it comes to viruses and tune-ups I just can't for the life of me see how a quality job can be done in such a short period of time.
For those of you more experienced than I am, do you do things differently during a remote call versus doing it in house?
Maybe I'm just trying to be too thorough during my in house virus removals because it usually takes me 1-3 days to thoroughly clean an infected system. Granted, I don't actually spend that much time on a machine but some of the scans I do can take as long as 24 hours because I use full scans versus quick scans. In my experience, the quick scans miss allot of stuff that full scans catch. Do you guys just perform the quick scans remotely and inform the customer they need to perform a full scan later?

No I do not tell costumers that they I need to do full scan latter. Most of my removals take less than 2 hours. If a full scan takes 24 hours you may be looking into hard drive problems.

I for one do mostly quick scans(depending on my local time) ,check highjackthis and do some other tweaks and do not get any callbacks. Castumers are satisfied with quick support. There are times when Iam unable to connect .I will spend 20minutes or so trying after I will forward costumer to one of the local companies in the area.

If you have any question feel free to ask.