After you remove a virus do you put ANTI-VIRUS on?

  • Thread starter Thread starter Ilovetofixcomputers
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Ilovetofixcomputers

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like after you guys remove a virus do you ask the customer if they want to buy the full version of antivirus or do you put a 30day trial on? on my first 2 computers I do 30 day trial of Norton and 30 day trial of AVG internet security 2013. but I am sick of having to get a product key from avg each time, is there an easier way to do it?


EDIT**** I mean I put Norton on one pc and agv on the other..
 
Last edited by a moderator:
Yup...it won't leave our bench until it's been updated (all webplayers fully and properly updated), Microsoft updates, etc. And...for the home users....if they have nothing good on it, we put on MSE. If what they have is decent...we'll make sure the latest version of that is on.

I would never install two AV programs running at the same time, a nearly guaranteed way of tanking that computer. The real time file protection of two AV products running on the same computer will step on each others toes, pretty much negating each other, cause a huge performance nit, possible lockups, etc.
 
I always ensure the customer is protected with *something* even if it's free anti-virus. Personally I don't recommend one over the other and let the customer decide if they have a preference - while some customers appreciate your knowledge, research, and recommendations, others are just stubborn and brand-fanboys.

Most ppl here resell anti-virus software to someone. I personally do not do that any longer for the same reason that I don't recommend one brand over the other - because when it fails and they get reinfected many will think it is due to your recommendation on A/V software.

Still, the customer needs SOMETHING. If I *were* dealing with paid anti-virus that the customer didn't purchase themselves at some point, then I would definitely sell something to them (or guide them to purchase something on their own) instead of putting on a *trial* version - that's just kinda crappy if you ask me unless they actively want to try before they buy and that's almost NEVER the case - they just want protection and they don't want to have to worry about remembering to pay for it after 30 days.

---------

All that being said, really, Norton is crap for protection (although it no longer seems so bloated and not much of a resource hog anymore) and AVG is not far behind but far more bloated. Additionally I hope I didn't read it that you put both on the same computer......

Another habit I have is that I avoid all 'suites' that bundle A/V with other security services like firewall, web browsing protection, and all that other garbage that typically causes your entire computing experience to slow to a crawl and can cause other issues as well with internet connectivity, browser functionality, etc. I install A/V only and let Windows firewall and browser technologies fend for themselves.

---------------

Many people here will tell you to look into becoming an A/V reseller partner with Kaspersky or similar, or worst case scenario keep your eye out on amazon/newegg/your favorite actual distributor/even ebay for super cheap copies of A/V that you can resell.

One neat trick with Norton (again, ugh) Kaspersky I think, and many other vendors is that they usually allow you to 'upgrade' your previous year's product to the most current version for free - providing you have an active subscription. The trick here is that you can usually find the previous year's anti-virus software (e.g. 2012 now) on eBay, with full 1 year license keys, for a FRACTION of the cost as the current year (2013). So you buy the 2012 license for a year super cheap on eBay, then sell that - every time you sell a copy you simply use the key on the newer 2013 download directly - or install the 2012 version and upgrade it to the 2013....

Just some food for thought.
 
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FoolishTech said:
I always ensure the customer is protected with *something* even if it's free anti-virus. Personally I don't recommend one over the other and let the customer decide if they have a preference - while some customers appreciate your knowledge, research, and recommendations, others are just stubborn and brand-fanboys.

Most ppl here resell anti-virus software to someone. I personally do not do that any longer for the same reason that I don't recommend one brand over the other - because when it fails and they get reinfected many will think it is due to your recommendation on A/V software.

Still, the customer needs SOMETHING. If I *were* dealing with paid anti-virus that the customer didn't purchase themselves at some point, then I would definitely sell something to them (or guide them to purchase something on their own) instead of putting on a *trial* version - that's just kinda crappy if you ask me unless they actively want to try before they buy and that's almost NEVER the case - they just want protection and they don't want to have to worry about remembering to pay for it after 30 days.

---------

All that being said, really, Norton is crap for protection (although it no longer seems so bloated and not much of a resource hog anymore) and AVG is not far behind but far more bloated. Additionally I hope I didn't read it that you put both on the same computer......

Another habit I have is that I avoid all 'suites' that bundle A/V with other security services like firewall, web browsing protection, and all that other garbage that typically causes your entire computing experience to slow to a crawl and can cause other issues as well with internet connectivity, browser functionality, etc. I install A/V only and let Windows firewall and browser technologies fend for themselves.

---------------

Many people here will tell you to look into becoming an A/V reseller partner with Kaspersky or similar, or worst case scenario keep your eye out on amazon/newegg/your favorite actual distributor/even ebay for super cheap copies of A/V that you can resell.

One neat trick with Norton (again, ugh) Kaspersky I think, and many other vendors is that they usually allow you to 'upgrade' your previous year's product to the most current version for free - providing you have an active subscription. The trick here is that you can usually find the previous year's anti-virus software (e.g. 2012 now) on eBay, with full 1 year license keys, for a FRACTION of the cost as the current year (2013). So you buy the 2012 license for a year super cheap on eBay, then sell that - every time you sell a copy you simply use the key on the newer 2013 download directly - or install the 2012 version and upgrade it to the 2013....

Just some food for thought.
Click to expand...

I see I just put one of them on to protect the computer while its here and incase they want to order it themselves.
 
Ilovetofixcomputers said:
I see I just put one of them on to protect the computer while its here and incase they want to order it themselves.
Click to expand...

Never a good idea for a few reasons I won't reiterate here. You're taking the easy road with this one. IMO this makes you look like what they call a 'pizza tech' around here. A professional should support the client fully and do the whole job, not just fix the problem and move on leaving the client to fend for themselves after 30 days.

Customers appreciate being taken care of. Be a FULL SERVICE technician!

By full service, I mean:
  • Blow out dust and clean it up a bit if needed.
  • Test all hardware you can when you can - e.g. HDD scans, RAM testing, check for blown caps on the mobo, etc. to catch additional problems EARLY on.
  • Remove the virus. During the process try to get an idea of where it came from (note for later.)
  • Fix the damage done to Windows and/or other software.
  • Update all A/V and web technologies that can be exploited (e.g. Java only if already installed, Flash, etc.)
  • Test, test, test.
  • Ensure the system is running optimal by performing any needed maintenance.
  • Ensure the system has active A/V protection - don't leave this up to the client even with a 30-day trial. They could forget to purchase or worse - blame you if something happens, and especially they will wonder why you didn't sell them a full year.
  • Remember where you think that virus came from? TELL THEM, and suggest what they can do to avoid it in the future if possible.
  • Work with them on safe browsing habits.
  • Ensure there is an opportunity for you to answer any questions they may have.
  • Finally, hand them a nice invoice with ALL the work you did to the system above. Let them know you went the extra mile and the hard drive tests good. Something that reads more than simply "removed Win32/virus." Maybe even some pre-printed materials (or heck, even shortcuts on their desktop if they desire digital copies) with more information on safe browsing habits and the like.
You can even use all the work you just did and information you gathered as an upsell opportunity (e.g. more RAM if needed, you can offer a data backup service and/or upsell an external HDD for backups, etc.)

Heck if you REALLY want to impress, get a folder or manilla/plastic envelope 8.5x11, for each client with their name written on it and also your business card attached. Put their invoice in it along with the other materials you've given them. This can include not just papers, but anti-virus product CDs if it was a physical copy sold, data backups on DVD if you did that for them, etc. You can include a physical printed copy of the Windows/Office/etc. product keys even. Very useful in certain cases where a key is illegible on the case after time/rubbing/fading, or they lose their office disk case, or whatever. Tell them that in the future should they need to return for repair, to bring that folder.

Want more? Keep a DETAILED log of what you did to their computer - complete with specs and all. Then you're prepared to answer any future questions about past service. Documentation is crucial - so be specific. I've worked with too many techs in the past who just wrote "removed viruses" on the ticket/invoice and there is no detail.

I'm sorry to rant off-topic here, but the 30 day trial and other questions you've posted recently, combined with the fact that you've only had a few customers, I'm saying that it seems like you have a way to go and a lot to learn. Stick around and you'll pick up a lot of tips and tricks here and there.
 
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FoolishTech said:
Never a good idea for a few reasons I won't reiterate here. You're taking the easy road with this one. IMO this makes you look like what they call a 'pizza tech' around here. A professional should support the client fully and do the whole job, not just fix the problem and move on leaving the client to fend for themselves after 30 days.

Customers appreciate being taken care of. Be a FULL SERVICE technician!

By full service, I mean:
  • Blow out dust and clean it up a bit if needed.
  • Test all hardware you can when you can - e.g. HDD scans, RAM testing, check for blown caps on the mobo, etc. to catch additional problems EARLY on.
  • Remove the virus. During the process try to get an idea of where it came from (note for later.)
  • Fix the damage done to Windows and/or other software.
  • Update all A/V and web technologies that can be exploited (e.g. Java only if already installed, Flash, etc.)
  • Test, test, test.
  • Ensure the system is running optimal by performing any needed maintenance.
  • Ensure the system has active A/V protection - don't leave this up to the client even with a 30-day trial. They could forget to purchase or worse - blame you if something happens, and especially they will wonder why you didn't sell them a full year.
  • Remember where you think that virus came from? TELL THEM, and suggest what they can do to avoid it in the future if possible.
  • Work with them on safe browsing habits.
  • Ensure there is an opportunity for you to answer any questions they may have.
  • Finally, hand them a nice invoice with ALL the work you did to the system above. Let them know you went the extra mile and the hard drive tests good. Something that reads more than simply "removed Win32/virus." Maybe even some pre-printed materials (or heck, even shortcuts on their desktop if they desire digital copies) with more information on safe browsing habits and the like.
You can even use all the work you just did and information you gathered as an upsell opportunity (e.g. more RAM if needed, you can offer a data backup service and/or upsell an external HDD for backups, etc.)

Heck if you REALLY want to impress, get a folder or manilla/plastic envelope 8.5x11, for each client with their name written on it and also your business card attached. Put their invoice in it along with the other materials you've given them. This can include not just papers, but anti-virus product CDs if it was a physical copy sold, data backups on DVD if you did that for them, etc. You can include a physical printed copy of the Windows/Office/etc. product keys even. Very useful in certain cases where a key is illegible on the case after time/rubbing/fading, or they lose their office disk case, or whatever. Tell them that in the future should they need to return for repair, to bring that folder.

Want more? Keep a DETAILED log of what you did to their computer - complete with specs and all. Then you're prepared to answer any future questions about past service. Documentation is crucial - so be specific. I've worked with too many techs in the past who just wrote "removed viruses" on the ticket/invoice and there is no detail.

I'm sorry to rant off-topic here, but the 30 day trial and other questions you've posted recently, combined with the fact that you've only had a few customers, I'm saying that it seems like you have a way to go and a lot to learn. Stick around and you'll pick up a lot of tips and tricks here and there.
Click to expand...

Thank you so much. my first two customers were laptop so first thing i did (since they had viruses) i booted in safe mode with networking. and installed Microsoft security essentials i belive) then removed junk files i printed a copy of the virus protect scan( after viruses were removed and AVG was put on (they requested) ALSO WHERE U SAID ACTIVEATE A FULL A/V THE ONLY WANTED 30DAY they tond me not to put on a full 1 yr
 
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Well that's interesting. I can't say I've had a client in many years want a trial and nothing more... I also think it's part of our job to educate the customer on a few things - that being one of them - maybe I just always talk them into something more permanent...
 
FoolishTech said:
Well that's interesting. I can't say I've had a client in many years want a trial and nothing more... I also think it's part of our job to educate the customer on a few things - that being one of them - maybe I just always talk them into something more permanent...
Click to expand...

im assuming when they give me their other computer they will ask for it? i don't know but this Forum is amazing i have learned many things already and the people aer nice and helpful!!
 
We include 1 year of GFI's Managed Antivirus (Vipre engine) with a $99 virus removal. It also creates a "sticky" customer.
 
If the customer doesn't have any security or wish to purchase a paid product, then we install a free solution, just to cover ourselves and some protection is better than none.

Paul
 
PBComputer said:
If the customer doesn't have any security or wish to purchase a paid product, then we install a free solution, just to cover ourselves and some protection is better than none.

Paul
Click to expand...

my first customer (older lady) didn't belve in virus protection and said she never got a virus on her old computer (A mac) and she had 600+ viruses and didn't know it, she just thought the computer is supposed to be that slow, so I installed avg to proect it till she arrived and she said that she will take care of it. AVg warns you like every hour when your down to 10 days left
 
We usually always upsell Kaspersky, or we just put MSE on if they say no -- it's the best "free" option I've run across -- doesn't "expire" after a year or anything crazy.
 
For the most part, I agree with Foolish Tech. I have to ask you this though, are you in business to make money? The fact is, you have the opportunity to make more money each time a customer walks in the door and pays for an initial service. The additional profits you make is from up-selling services like tune-ups and AV like Kaspersky. The reason why this is important is because by supplying a customer with a free AV or a trail version, you are increasing your chances that your customers will NEVER buy AV from you. We used to do the same thing and we lost thousands of potential revenue.

Those who get FREE AV will probably stick with it till it fails and then probably ask you for a different FREE solution in the future. Maybe they will purchase from you later, but why not sell them one now and then one a year from now? Those who you installed the trail version for, they will likely just purchase the software online instead of from you. We tried this approach for a good while, and found that maybe half would come back to purchase from us. Now, almost all of our customers purchase AV from us.

Currently we either sell the customer AV in the store (no trial) or we will install an AV of their choice for a fee. After educating our customers about different AV solutions and what is effective and what is not, most will purchase Kaspersky. Those who do not, take their computer home completely unprotected --just make sure you educate these customers, warn them of the dangers of cheap or free AV and tell them to stay offline till they find a good solution. Usually, we will talk to our customers about all this over the phone right after the repairs are done, most will purchase Kaspersky and pay for the install, but for those who do not, we will bring it up again when they come and pickup and half of them will usually buy a box before they leave. I have only had one person ever ask us to install their old AV that apparently did not work.

It is not our job to supply them with crappy or subpar solutions to their problem. If they want AV, we will sell them Kaspersky, which as I said, most will purchase. Those who want to chance it with their old AV, we will install for a fee. For those who are cheap and only want a free AV, they will have to do their own research and fend for themselves. As far as I am concerned, you get what you pay for and if you don't pay anything then don't expect anything. There is no free AV that I trust to protect my customers computer and there is most definitely no incentive to flog a free AV on my customers unless my goal were to keep them coming back for virus removals, which it is not.

Now a word on AV effectiveness. As you will read on this forum. Norton, AVG and McAfee are some of the worst AV available and you really should not do your customers the disservice of providing them crappy AV that will only keep them coming back. Which ever AV you do choose to sell (after much research), you still need to make the customer aware that no AV is perfect and that it is up to them to make smart decisions. It is up to YOU to educate them.

Finally, the AV that we use and sell is Kaspersky. We have been selling this for 2 years now and we have installed it on thousands of computers and we have literally never had anyone come back for a virus removal.
 
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PCX said:
For the most part, I agree with Foolish Tech. I have to ask you this though, are you in business to make money? The fact is, you have the opportunity to make more money each time a customer walks in the door and pays for an initial service. The additional profits you make is from up-selling services like tune-ups and AV like Kaspersky. The reason why this is important is because by supplying a customer with a free AV or a trail version, you are increasing your chances that your customers will NEVER buy AV from you. We used to do the same thing and we lost thousands of potential revenue.

Those who get FREE AV will probably stick with it till it fails and then probably ask you for a different FREE solution in the future. Maybe they will purchase from you later, but why not sell them one now and then one a year from now? Those who you installed the trail version for, they will likely just purchase the software online instead of from you. We tried this approach for a good while, and found that maybe half would come back to purchase from us. Now, almost all of our customers purchase AV from us.

Currently we either sell the customer AV in the store (no trial) or we will install an AV of their choice for a fee. After educating our customers about different AV solutions and what is effective and what is not, most will purchase Kaspersky. Those who do not, take their computer home completely unprotected --just make sure you educate these customers, warn them of the dangers of cheap or free AV and tell them to stay offline till they find a good solution. Usually, we will talk to our customers about all this over the phone right after the repairs are done, most will purchase Kaspersky and pay for the install, but for those who do not, we will bring it up again when they come and pickup and half of them will usually buy a box before they leave. I have only had one person ever ask us to install their old AV that apparently did not work.

It is not our job to supply them with crappy or subpar solutions to their problem. If they want AV, we will sell them Kaspersky, which as I said, most will purchase. Those who want to chance it with their old AV, we will install for a fee. For those who are cheap and only want a free AV, they will have to do their own research and fend for themselves. As far as I am concerned, you get what you pay for and if you don't pay anything then don't expect anything. There is no free AV that I trust to protect my customers computer and there is most definitely no incentive to flog a free AV on my customers unless my goal were to keep them coming back for virus removals, which it is not.

Now a word on AV effectiveness. As you will read on this forum. Norton, AVG and McAfee are some of the worst AV available and you really should not do your customers the disservice of providing them crappy AV that will only keep them coming back. Which ever AV you do choose to sell (after much research), you still need to make the customer aware that no AV is perfect and that it is up to them to make smart decisions. It is up to YOU to educate them.

Finally, the AV that we use and sell is Kaspersky. We have been selling this for 2 years now and we have installed it on thousands of computers and we have literally never had anyone come back for a virus removal.
Click to expand...

Very informative ill have to look into this.. would you recommend contacting say Norton and try to get bulk liscense of Norton 360 for one year at cheaper price and sell to customers??
 
I would never recommend Norton....


tbh you're best bet is to setup with whatever distributors you choose and then get reseller accounts with the vendors -- although for Kaspersky we unfortunately end up getting alot from Amazon :/
 
Ilovetofixcomputers said:
well Kasper for cheaper liscense? I thought Norton was kasper my bad.
Click to expand...

lol, ok.

We get most of ours from Amazon. Purchase with prime and mark certain sellers (even though it may be fulfilled by Amazon) that send you duds.

No offense, but perhaps you should get some experience under your belt working for someone else before you dive into this business.
 
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