How to charge customer for recurring viruses

[pcdrpros]

I had a situation this morning where a lady brought her laptop in for virus removal. She had brought it in 2 months ago and we successfully removed her viruses and installed antivirus software. We charge $100 for virus removal and I told her that I would give her a 15% discount but she still thought that was unreasonable. i explained to her when she picked up her laptop the first time that there are certain viruses that antivirus software wont catch and to be careful what sites she goes to and to use caution when opening emails. How do some of you handle these situations?

 

[JustMe]

A disclaimer on your form stating that "XXX (your company) is not responsible nor liable for re-acquired virus and malware infections. The user assumes all risks and responsibilities associated with virus reinfections."

I'll usually do a re-cleaning for free if it reoccurs within 30 days. After that it is a new charge.

 

[callthatgirl]

We have them read our virus removals FAQ, online or on paper. Outlines what is covered, the discount price and why we can't protect them 100%.

I have it in the Technibble Wiki, feel free to make changes to suit your needs. It's a good outline, but not 100% for everyone.

 

[OldSchoolPC]

Here's a thought, if it's been two months as the op stated, it's (almost) definitely not a failure on your part. The client is being unreasonable to think that there is a magic timer that can be set to make it immune for any amount of time. You can buy a brand new computer and get a virus on day one. For me, I don't charge if they get re-infection within 2 weeks. However, if I determine that they either did not follow my recommendations (like DON'T go to XYZ website) and subsequently re-infect themselves, I do charge even within 2 weeks. I would NOT admit to the customer that you might have missed viruses, because it implies incompetance. Simply state INITIALLY, that 100% virus removal is not possible without a fresh install of windows.

 

[iisjman07]

Two months is a significant amount of time and she would've definitely noticed symptoms after picking the machine up from you (don't let her say 'well it never felt right after picking it up', most of the time these people are just trying to get a free repair out of you). She got herself reinfected, she should have to pay for another virus removal and possibly internet security software.

 

[kcooke1983]

I agree, in fact 2 hours is enough time for careless customers to become re-infected again.

I think offering a discount within the first month is fine as it encourages customers to come back.

I would, in the first instance, give them the reasons their computer was infected. (the unsafe sites, the filesharing etc)

If it comes back again within a short timescale then show them the IEHV or Firefox equivalent that shows when they access the disreputable sites.

Short of embarrassing the customer, I would be very straight in letting them know according to the web history when the machine is likely to have been re-infected.

Unfortunately we can advise but they don't have to listen.

 

[Appleby]

If she wanted me to do the removal, she's going to pay full price. I have had similar scenarios and I just nicely explain to them how easy it is to get a virus and I can't be held responsible if they get a new virus. I don't offer a "virus prevention service" (I'm not talking about selling/installing AV products), I offer virus removal.

Go to the tire store and have a flat tire fixed because you have a nail in it. Then go back 2 months later because you have another nail in the same tire and demand they fix it for free because they are somehow responsible for you running over another nail. See how far that gets you. It's the exact same thing.

 

[FCONE]

We let the customer know what we have removed/cleaned. If that same virus reappears in 30 days we clean it for no charge. If you have a different virus the next day it is billable.

 

[pcdrpros]

Thank you all for the responses!!! will try some of these!!!

 

[Tony_Scarpelli]

If we do a tune up or virus removal then there is no warranty at all after 72 hrs. If they do a complete backup, re-installation and restore of files with a security package purchased from us then we give a 30 day warranty on reinfections. If it is just outside our 30 day warranty we may do it for half price within the 2nd 30 days. After that...sorry.

 

[C.Quill]

We have them read our virus removals FAQ, online or on paper. Outlines what is covered, the discount price and why we can't protect them 100%.

I have it in the Technibble Wiki, feel free to make changes to suit your needs. It's a good outline, but not 100% for everyone.

Lisa, you're freakin' awesome!

 

[lan101]

I've been selling a sand box solution to these types of customers and that seems to make the problem go away.

I realize that could possibly prevent future business from that specific customer, but I hope that it will get me more business through referrals and them being happy with my work.

 

[MobileTechie]

I've been selling a sand box solution to these types of customers and that seems to make the problem go away.

I realize that could possibly prevent future business from that specific customer, but I hope that it will get me more business through referrals and them being happy with my work.

I've no evidence to support it but somehow I don't think that is the case. I'm not sure people would notice they've not got a virus to the point where it would become a reason for recommendation over and above plain old good service. I would guess you're just doing yourself out of business.

 

[lan101]

I've no evidence to support it but somehow I don't think that is the case. I'm not sure people would notice they've not got a virus to the point where it would become a reason for recommendation over and above plain old good service. I would guess you're just doing yourself out of business.

I understand what you are saying. I do not offer it to everyone. When I do though, I make at least double the money that I normally would for a regular service call.

 

[vdub12]

If she wanted me to do the removal, she's going to pay full price. I have had similar scenarios and I just nicely explain to them how easy it is to get a virus and I can't be held responsible if they get a new virus. I don't offer a "virus prevention service" (I'm not talking about selling/installing AV products), I offer virus removal.

Go to the tire store and have a flat tire fixed because you have a nail in it. Then go back 2 months later because you have another nail in the same tire and demand they fix it for free because they are somehow responsible for you running over another nail. See how far that gets you. It's the exact same thing.

I totally agree. A virus is a virus and I don't care if its 2 hours after i last cleaned it. I still have to do the same amount of work so why should the customer pay less money. I spend hours and hours infecting my virus machine with everything under the sun just so that I can be confident in my removal process. I do this not only to keep up with the latest infections but also so I can be confident in my removal processes. the chances of a reinfection being my fault are very remote. However, if it is my fault I will absolutely take care if it. But we are all techs here and its obvious when we make a mistake. It might not be to a customer but we can tell.

 

[Xander]

I spend hours and hours infecting my virus machine with everything under the sun just so that I can be confident in my removal process. I do this not only to keep up with the latest infections but also so I can be confident in my removal processes. the chances of a reinfection being my fault are very remote.

Ditto all around. And ^that is why I only warranty (for a few days) against the same infection and, even then, only if I can't prove that they went back to the same infecting websites.