"good" clients getting re-infected -- how do YOU handle it?

[Galdorf]

If they get something more than once i run PSI then i install Geswall that stops the machine from being infected and change the DNS to Clear Cloud those steps stop re-infections.
There are commercial sandboxes you can sell as well zone alarm force field: zonealarm forcefield

 

[FoolishTech]

My method is, everybody gets one warranty for malware removal, within 30 days of the initial service.

The warranty service means I don't do the malware removal again. I backup data, zero the drive, and reload Windows. Then if they get reinfected again, at least I know it wasn't my fault. At that point, they better be coming to me with their wallet out, because I don't feel bad about charging them again.

As for your really good clients.... well I believe in treating all clients with the same professionalism and fairness given to others, where possible. but I realize there are those times you want to give someone a break.... then go ahead and do it! (just don't advertise it haha).

But if you feel you shouldn't give them a break, then all I can say is in my experience the best way to justify anything to your clients, and satisfy your clients, is to SET THEIR EXPECTATIONS ahead of time. Let them know the nature of viruses/malware when they FIRST bring it to you, and tell them your policy up front including all contingency plans and warranty/guarantee possibilities. Then at the least, they understand they need to pay you again before they ever call you back, and you don't feel (as) bad for asking for their money again.

Then again on second thought, you could just tell them about Deep Freeze. *shrug*

 

[joydivision]

I have a Polish customer this keeps happening to, she uses a a polish chat program and I've suggested there may be security loop holes in that.

I just cannot understand it. The last time I had it I ended up doing a full low level format, RAM wipe, disinfection of all her files and reinstall. Four months later she has another virus.

 

[Cambridge PC Support]

Even I have a very serious issue with my system and due to virus it has just stopped responding at all. What should I do?

Simple, take it to a computer repair shop.

And please stop spamming with your backlinks. (reported)

 

[TimJacobs]

Simple, take it to a computer repair shop.

And please stop spamming with your backlinks. (reported)

22 Post and still no Intro.... the nerve people have.

 

[MrUnknown]

Hey now, I have 2,252 posts and no Intro thread.

I also reported "Anna Watson." Nothing but a backlink spammer.

 

[parker.casey]

i have some long-time loyal clients that trust me implicitly

i value their patronage and i like them as people - i count some of them as friends in fact

yet, they keep getting infected with viruses - you know, the rogue software that "says" you have a virus when in fact *it* is the virus!

over and over again



now, i'm a business - i don't exist just to "help" people because i'm "nice"

and, if i work for free while i could be getting paid to do other work.. thats what you call an "opportunity cost"



but i hate having to charge the same ppl (good loyal customers) over and over again

and its not like these ppl are going to porn sites or gambling sites



so i'm just putting this out there - how do you handle this situation?

you don't want to alienate your customers, you want to encourage loyalty and reward and incentivize return customers as much as possible



what do i do for clients caught in the rogue virus vortex? do i lower my rate for them?

what do you say??

Personally, at my shop it completely depends on the customer. Some customers are perfectly happy to have their computer re-imaged and updated every six months, and happy to pay around $150 for it. Those ones, because of how much stress they DON'T give me... end up paying more like $100, and get free upgrades when I can afford it. Why? They make it possible to deal with the others.

The others are the ones who say something to the affect of "Well You guys put this security crap on here, and it obviously doesn't work. I want my money back." (six months after a reload [not a clone] to a new harddrive). Those ones, I take all the patience the good ones have instilled me with, and inform them as to the non-foolproofness of antiviruses. Then, I tell them it's the full charge or somewhere else, purely because they argued it.

... that's about it! Actually it all evens out, too. Path of least resistance is not always the best.

 

[BDPCR]

Also remember that using Limited or standard accounts on windows minimizes chances of widespread system infections quite a bit.