Explaining to customers why it is important to upgrade Windows OS at EOL cycle

[tankman1989]

I just had a client who had a number of XP workstations and they are planning on upgrading the systems soon. They have the office manager, who is a computer "enthusiast", taking care of the computer systems of the shop. He would like to get new machines and put XP back on them because it is so stable and they are comfortable with it. It just runs shop software so the OS isn't really an issue, but they do use the internet and email, so there is a security issue here. I told him that Win 7 is very stable and that I would recommend that they go that route as XP is at the EOL (end of life) for updates. He didn't really catch onto the real reason for not going back to XP I don't think.

What I tell customers is that after the support stops, the OS does not get updates for security holes or programming issues discovered in the code as it is uncovered. I tell them that this means that this leaves the OS open to exploit vulnerabilities to viruses and malicious software, which usually goes unnoticed. I tell them that even if you have AV software it does not guarantee that you are protected and should really not rely on AV software as a reliable security measure for an unpatched OS.

I really don't know what else I can say to my customers besides this when telling them the reasons for updating their OS at the EOL of the software. Is there anything that I am missing in telling them why they should upgrade? What do you tell your clients when talking about this issue?

If customers need further explanation I will tell them that all Windows OS's are built on the same code. Each release of the OS is just building upon the previous releases so the same base code is running the machines. It's like having a house that is being continually renovated with updates, patches and expansions. There are major changes that happen every major OS release and then there are the minor changes that happen throughout the life of the OS. The thing is that finding a hole in the old software may allow exploitation of the new software so there is incentive for people to keep looking because you never know what it will lead to. Does this sound about correct in analogies?

 

[skdmaster]

If it is a healthcare industry I tell them they need to upgrade for HIPAA compliance. If it is any sort of point of sale related system and they are doing credit cards then it is a PCI compliance. If the customer is neither then I explain about security vulnerabilities and how Microsoft is going to do nothing to fix future problems. I also explain that they will start to see software and hardware drivers no longer being made for XP such as AV products, printers, and other hardware/software. If it is a larger client I purpose a staged install if they want to take the upgrades at small steps - replace X amount of systems a month.

 

[ComputerRepairTech]

its xp...do you really even need to go into EOL explanation...its 32bit..no rootkit protection what so ever. Lower ram limit.

Don't even bring up xp 64bit because that thing is just trouble.

Edit: Did i mention IE8?

 

[brandonkick]

I haven't had to do much of this at all, but here are some of the finer things I'd touch upon:

When windows XP does finally lose support from microsoft, there will be no further security updates. It will become a focal point for those unethical people to take advantage of. Does this mean that overnight your computer is going to blow up and your checking account be drained? No.

What it does mean is that you are at a greater risk of a security breach, viral infection or other malicious attacks. Including rootkits, identity theft, and data loss.

If they aren't running specialized software, then there are no good reasons to stay behind. After all, they are going to have to spend the money to tack on a new license to each machine they buy, since anything sold new these days is windows 7 and windows 8.

It doesn't make sense in 99% of the cases imaginable, unless you have specialized software that wont run on new operating systems and have no other alternatives.

 

[Wheelie]

One of the biggest reasons for your customer to switch to Windows 7 is that is has a "protected kernel mode" and thus it is better protected against viruses and rootkit threats. Secondly it is significantly faster and more stable than Windows XP (and Vista for that matter). In other words, there are advantages to Windows 7 that overshadow Windows XP hands down.

.

 

[JoeDaly]

I have found the easiest way to deal with this is to approach it from a productivity standpoint. I tell them that windows XP still works but windows 7 is able to handle the new machines better and will allow you and your workers to be more productive. I also say that continuing with XP will lead to more downtime and software issues when drivers and software get outdated and no longer supported leading to declined productivity.

When it comes to old software that only runs on XP. I tell them that sooner rather then later the company will no longer support XP and if it crashes your data will be in a format that you cannot use and be useless to you.

I find that most people don't either care or understand about security so I usually bring that up last.

 

[glricht]

One of the articles I read about this very subject also mentioned that many manufacturers of peripherals (e.g. printers) will probably drop support for XP too.

 

[YeOldeStonecat]

Kinda like the Year 2000 thing.....hyped up that all computers would stop working the next day. The next day arrived..and wow, they're all still working!

We're trying to get our healthcare clients done by then, and other types of businesses that have to have more "secure" networks that will get regular audits.

It's also nice to get them done sooner than later...so we don't have a mad rush next spring.

However, for the purpose of security, lets be real here. Especially those of you that deal with "home users"....honestly, you come across tons of computers that are many months, if not almost a year, behind in Microsoft updates. Microsoft will only stop releasing updates to the OS itself, but other components (such as .Net and Internet Exploader) will still get updates.

Vast majority of todays malware is exploiting systems via web players (java, flash, pdf)...Microsoft tightened up the OS fairly well since XP SP2 (which is why malware writers went after the web players and cut down on OS vulns)

Win7 vs XP for viruses...I don't see any differences, tons of Veeester and Win7 rigs still getting infected...when those web players get out of date.

Aside from the security audit reasons for clients that are in healthcare/insurance/etc....I think really the next biggest "logic" you can use to get them to start budgeting for upgrades is "software and peripherals".

Things like:
*Your accounting software, assuming it's kept current, cannot install on XP...needs at least Vista to be installed and run on
*Line of Business software...same thing...also support for that LOB app may only support it on newer OS's
*Hardware peripherals like printers, network printers, MFPs/scanners, blah blah blah...will be coming out with drivers only for newer OSs. Literally may not be able to install them on XP.
*A few years later you will see antivirus software which will no longer install on XP.

All of those things depend on what the clients have. I have clients that run on older versions of Office, have older network printers that still run great, I'm sure I'll be supporting plenty of my clients for the next 2 or 3 or more years that will still be running Windows XP. I can suggest they upgrade, but I'm not going to walk away from them if they don't. I still occasionally work on Windows 2000, Server 2000, heck several months ago I worked on an NT 4 Workstation computer.

 

[AndyM]

I just turn round to my customers and say "Well if Microsoft aren't going to support it next year, then I'm not going to support it either - if you have any issues, then it is your responsibility. XP's like a 10 year old car - well past it's sell by date with out of date security features."

Andy

 

[AndyM]

I'm just curious... Where's he going to get the XP licenses from? You can't use downgrade rights from Windows 8 to XP, and he can't use his current licenses (assuming they are OEM) as that is illegal, so where's he going to get them from?

Andy

 

[dcomp12]

First thing is that I would ask is how many people use the "shop software" and have the xp machine as a stand alone computer just for the program and upgrade everyone to new machines with windows 7.

If everyone uses the software then new machines with WIndows 7 Pro with Virtual XP (if the program is compatible.)

If not then everyone has 2 machines XP machine standalone/Windows 7 for secured Network KVM Switch to switch between both machines.

When a home user comes in and asks about XP and i said well no one uses windows 98 anymore because of the same scenario...no more updates. Upgrade or new machine now when you have the time then running around at the dead line (Just in Case) and now there is another flaw in IE8 that XP is gonna get worse.

But hey if they want me to fix windows XP machines...im not gonna say no....because i charge 140 bucks each re and re... the more they go down and the more stubborn the business is...the more money i make...

 

[mr m]

I just worked on a no name Win 95 rig! I couldn't believe it. She couldn't get to AOL via a dial up modem. It turned out to be a noisy phone line.

She had no backups so I burned 40 MB of pics for her to a CD. She originally handed me a box of floppies! I charge by the hour and she agreed the CD was the way to go.

 

[nesrinamb]

I have to say that everyone here except for a few are explaining things in terms of how a tech would get another tech to upgrade to win 7.

For clients who are not good with computers I would state the following points

1) new printers and other systems wont work, if a printer works fine now and then breaks and we need a new one the new one likely wont be designed to work with windows xp because as soon as Microsoft stops caring companies who make printers and scanner and cameras don't bother to make their parts and accessories work on that system.

2) Mention their LOB

this is only an example and only say it if it is true: Company x which makes your software will no longer support it being run on windows XP so while I can solve 99% of all the issues without having to call them (most have a knowledge base you can look at) if theirs a problem that requires their intervention and I state its running on windows XP their pretty much just gonna wish me and you good luck on solving the problem.

3) Security i mention this last because unless you tell people their bank accounts are going to be emptied out they actually don't care as much even if its a super slow system with tons of viruses and they can only kinda do their work. People make a fuss about security but like stonecat said they have 1 years worth of security updates they might not have.

Those are the points I would make. Yes everyone here probably thinks "what? no way security and all that other stuff is more important then printers" yes your right but customers don't see security holes or understand them although they do understand their printer not working and having to get a new one.

 

[TAPtech]

nesrinamb makes a good point. really it depends on the customer.

For businesses that are still running XP, unless they have old software that won't run on 7, I mention that 7 is just faster in general, more snappy, more compatible with new stuff. If they are paying their employees hourly or care about productivity, it's a no brainer. Even the bill from me will be less with 7.

If they have old software that is not win7 compatible, it might be fine for certain places. Usually those places are family run businesses that have just used the same stuff for a long time. Basic needs, no problem, but in time they will need to pay a premium to stick with that old software.

Maybe XP is ok for now, but in a few years, to move to new stuff is going to be a shock. There is nothing wrong with leap-frogging operating systems, Vista for example. But honestly, XP is OLD.

It's like moving someone from Office XP to 2013. That's a big jump.

 

[itpro0115]

Just before a couple of hours, I was on Google and was searching for window users and up-gradation.Got shocked that most of the Asian users are using cracked windows. Even most of the IT setups are also using windows cracked version. Cause they are not able to afford it or may be they are not aware about the points you guys are discussing here. We must need to tell them that please keep your automatic updates onn. And use a genuine window os. Cause it has many great features. What else we can do? Any suggestions.

I agree users should keep auto updates on. In my area here in Florida I deal with mainly seniors and most of them are still looking for XP so I have cheap units for them just to get them by but we are trying to get them on to Windows 7 at least. As far as the updates we tell them to leave it how we set it up for them when it comes to the system and how it operates so that we can ensure it stays working for them and if they have ANY question to call us first before they make any changes. It helps!

 

[Tony_Scarpelli]

If you advised your client with all the good reasons to upgrade and he prefers new systems with XP then maybe you ought to listen to your client and fill his wishes. This might even be better for you as you can offer to build customer computers with XP on them since no national manufacturer can do this.

This is not a religion. This is a business and if you do not fulfill your clients needs and wants he will come to me and I sure as hell with give him what he wants and earn a living doing it.

My obligations and professionalism are met with my consult to him/her. If they still want to do something outside of "best practices" I honor their wishes. They are the boss.

I think that you are mistaken and you are going to loose this client because of your stubbornness and tech like adherence that you believe is best for him.

At this point your job is not to proove to him you are right and he is wrong.... Many techs will lose this type of client and it is silly. Half of what you beleive you know about Win7 is Microsoft techbabble anyway so do not be so sure you are 100% right and the client is 100% wrong. I read in TechRepublic something like 27% of all corp 50 clients are still on XP.

Who cares about IE8 when you can load any number of better competing browsers from mozilla to chrome. No matter what system they have they will require a decent antivirus and malware protection.

Don't drink the coolaid. We have all these war stories to tell our clients why they should upgrade..... You should not believe them. That is known as drinking the coolaid.

There is absolutely no good reason to lose this client by not selling him what he wants.

Put away your bias and go make some money.

 

[Jeffreynya]

I agree with Tony 100%. If after you go over all the benefits of a upgrade and the customer still does not want to do it then just drop it and support them as usual. It may turn out down the road that they run into something that will require them to upgrade and they will ask you to do that for them. I would never drop a customer for not following my advice. I will however get paid by them to fix issues due to not following my advice.

Most people will do what they want, because its what they want. It really does not matter what you are the tech wants.

 

[dcomp12]

But you have to realize...XP will become Windows 98..same thing happened there...why upgrade to XP windows 98 is just fine.

 

[ComputerRepairTech]

But you have to realize...XP will become Windows 98..same thing happened there...why upgrade to XP windows 98 is just fine.

...say what?

People couldn't freaking wait to get away from windows 98 and no one can blame them.

Edit: and im surprised this thread is still being posted on. it should be childs play to convince a company buying multiple new computers to upgrade OS. I mean the ram limits alone on 32bit windows xp is enough to make me want to cringe when i think about how bad programmers are getting which is causing applications to use way more memory than needed.

 

[Tony_Scarpelli]

Actually the opposite. Many programs run better on 3 or 4 Gb in a 32 bit program than they do in a 64 bit. I have clients who jumped into win7 very early with 2gb dells and 32 bit win7 and they run very well compared to a year later 8 gb 64 bit systems running the same software....

So it is all smoke and mirrors.

What I cringe at is how many experienced technicians drink the cool aid.

We work in an industry of smoke and mirrors. A used car salesman has more ethics than Intel, Microsoft down the line to the local computer tech company.

Although in the later case it is just plain ignorance and drinking the cool aid of what is put out by Wintel monopoly.

...say what?

People couldn't freaking wait to get away from windows 98 and no one can blame them.

Edit: and im surprised this thread is still being posted on. it should be childs play to convince a company buying multiple new computers to upgrade OS. I mean the ram limits alone on 32bit windows xp is enough to make me want to cringe when i think about how bad programmers are getting which is causing applications to use way more memory than needed.