How to deal with Customers Getting Reinfected

[EpyonTech]

I find norton, Mcfee and avg to be the ones that come in loaded with malware. I have learned you gotta eat a loss to maintain a good name.

I picture 1 customer no matter how small of a charge they are as $3000 ... Every single face When they walk through my door is three thousand dollars to me. Cause there experience will bring me business or cost me business. And that value could easily be three grand. I want that money so I take loss clearing out a reinfected PC, sell them a safe browsing lesson for $70 in the process tho.

 

[kevinjhaag]

Well I have written a lengthy post only to loose it somehow from a refresh or something. But anyways... Two paragraphs shorter... lol.

To answer your question...

Provide a longer guarantee on your work and provide a cheaper solution for the ones that can't afford a paid solution. Just make sure the computer doesn't leave the shop without one. They can remove it and install their own later if they want. Everyone's different here but I provide at least a 30 day warranty on all work performed even including virus/spyware/malware removals and cleanup. I use a layered security approach to prevent further infection and I educate the customer also. If customer comes back within 30 days, then I fix it free of charge or give them their money back. That way there is no bad feelings between anyone and no bad exchange of words either. They know I tried my best and made them feel as tho they weren't ripped off or anything. Eventually they will find out it is the same with other companies and will come back for more service in the future because how I treated them. I do try to keep in contact with these people to make sure someone has resolved their problem. Well good luck on your 5th year to come of business! Take care.

Kevin

 

[houstonpcrepair]

#1 yelling at a customer is never good. #2 if she got reinfected that's not your problem. You can't offer warranties on virus removal. I look at it like a car paint job, if it leaves my shop with nice new paint and you open your door and hit a car scratching the paint, not my problem. I always tell my customers that the best virus protection is an educated, disciplined user. It don't matter what protection you use, if you go to the wrong site, they will get in. I always recommend AVG Free, i have even used my personal computer for months with no protection and didnt get a virus.

ABSOLUTELY NO WARRANTY ON VIRUS REMOVAL.

 

[houstonpcrepair]

@Kevin- 30 days are you serious! So if they go back to frostwire the next day and try to download the same exact file that got them the virus, you will fix it for free. I don't see how you stay in business. I rarely have repeat calls as such, because i inform the customer that there is no warranty on virus removal and show them how to scan a file before they open it. When they leave my shop they are more aware of what they shouldnt be downloading. Hell if I gave a 30 day warranty they would be on the net with reckless abandonment for 30 days because they know I will fix it anyway.

I only fix things for free when its my fault.

 

[Cybjun]

I deal with re-infections within 30 days only one way and thats a full reload. If my virus removal service missed it then odds are it will comeback again regardless of what I do during a second attempt. If the infection was due to the customer then the full reload will eliminate the work I did as a cause when it comes back for a 3rd time after it gets infected again. I've had this policy for 3 yrs and its only been a problem 3 times and that was because I was charging the client to save data on the revisit and they didn't want to pay.

PS that was pretty much a copy paste from another thread I responded and on that thread another TN user made a good point. The clients backup hard drives & flash drive can be infected and reinfect the machine when they get home so checking them or covering the fact that they should install an Anti-Virus before trying to restore data would not be a bad idea

 

[Tony_Scarpelli]

First,

We explain and it is even printed in our invoice "waring, you are unprotected from malware and viruses. Do not go on the internet until you install an appropriate protection."

only about 20% of the people refuse to allow us to install protection on their computer before letting them leave.

When we install the anti mal-ware programs we give a 30 day free repair/fix/reload everything even free backup and restore of their data.

If they take it without our security there is no warranty but we charge 50% for up to the 7th day after pickup and we reiterate.

Second,

Charge enough up front to take on some free work.
We charge about $179 to begin with so we can afford some free warranty work or half warranty work even.

Third,

While it is sometimes comforting to lose your temper with a stupid client, it will always come back to haunt you so bit your lip next time.

Fourth,

We will install any antivirus the client asks for and pays for. But we always offer first the choice of free AV with malwarebytes or S&D or Superantimalware.

Our security pak includes: This along with short cuts all put into a "weekly maintenance" folder on the desktop to remind them to make sure they run Ccleaner, disk clean, defrag and anti malware to keep in good shape. all updates from MS and other major software included, updated drivers and configure the antivirus to run every 24 hrs.

 

[jogold]

USER is a "four letter word"
Yes we all know that.
That's what partners are for, mine gets it over the head every time a USER ticks me off. I have a very short fuse but a very good partner. He will take all the abuse I give him, as long as I bust my face smiling to the D**M USER.
And I have in 15 years of support never ever lost it with a USER, with my kids maybe, but not with the bread and butter.

And long live Symantec, helps pay the bills.

 

[Rosco]

I would use free Avira or free Avast! over paid Norton any day! That woman will no doubt tell everyone she knows about her experience. Word of mouth weighs heavy.

exactly nothing more needs to be said!

 

[kevinjhaag]

@Kevin- 30 days are you serious! So if they go back to frostwire the next day and try to download the same exact file that got them the virus, you will fix it for free. I don't see how you stay in business. I rarely have repeat calls as such, because i inform the customer that there is no warranty on virus removal and show them how to scan a file before they open it. When they leave my shop they are more aware of what they shouldnt be downloading. Hell if I gave a 30 day warranty they would be on the net with reckless abandonment for 30 days because they know I will fix it anyway.

I only fix things for free when its my fault.

Yes, I'm serious! I'm so confident in my work and security software that I use that it will be rare that someone will get reinfected within the 30 days. I also charge enough the first time around to make up for a few freebies. But really I have had maybe 4-5 come back with 30 days out of 100 - 200 computers. And those 4-5 were N&P's. As I mentioned I use a layered security approach to prevent further infection and I educated my customers. If they don't use my security software then I would probably shorten my virus/spyware/malware guarantee. But I never had anyone disagree on using my methods to prevent reinfection.

 

[houstonpcrepair]

Yes, I'm serious! I'm so confident in my work and security software that I use that it will be rare that someone will get reinfected within the 30 days. I also charge enough the first time around to make up for a few freebies. But really I have had maybe 4-5 come back with 30 days out of 100 - 200 computers. And those 4-5 were N&P's. As I mentioned I use a layered security approach to prevent further infection and I educated my customers. If they don't use my security software then I would probably shorten my virus/spyware/malware guarantee. But I never had anyone disagree on using my methods to prevent reinfection.

Not saying your work is not good, just saying that a torrent downloader can kill all your work in 2 minutes. Its just not common in my market, but if it was I would have to do it.

 

[FoolishTech]

To those who scoff @ 30-day warranty, it's not a business breaker.

My previous employer gave 30 days; I worked there off and on for a total of 5 or 6 years and I can tell you it was VERY RARE anyone would come back with another infection in that time frame.

Of those that would, too many people will blame you for not removing the virus completely in the first place, even if they have a completely different infection and/or you prove to them how/when they got it and that it wasn't your fault. My employer having been in the business for over a dozen years themselves realized it was easier and ultimately more profitable to just do the work again than to waste lots of time trying to explain this to some customers, who will sometimes end up be unsatisfied regardless, and their word of mouth will spread...

I offer the same warranty now to my clients as a result. I try to give them the same education too, so they don't re-infect themselves (so quickly, at least...)

Still, there are the few problem customers who would want to return multiple times, and mistakenly expect that 30 day warranty to be reset to another full 30 days after a warranty service. Yeah right. So because of this rare breed of idiot, I learned a little something for my own business: so I offer my 30 day warranty too, but my rule on re-infection is if you want it to be covered under the warranty, then you get a format/reload NOT another removal; and there is no more warranty after the format/reload - that is explained to the customer and how an infection cannot survive the F&R treatment; so they'll know it's their own fault if they try to come back again. I've never had issue with this way of doing things...

EDIT: I think I've already posted my view in this thread, come to think of it. Too lazy to check. Strangely enough, not too lazy to give my opinion again LOL

 

[kevinjhaag]

@FoolishTech,

I couldn't explain it any better than you have! Its exactly how I operate.

@Houstonpcrepair,

I run into a few but not many torrent downloaders. Your just gonna have to deal with it. I do discourage them to not to do it. But its their computer and they will do what they want. I just explain to them of the dangers of doing so and how to prevent infection by especially scanning their torrents/downloads with Anti-Virus and Anti-Spyware software. I'll even configure the torrent software to scan after the downloads complete; because I know that they will just reinstall a torrent downloader even after I remove it. One thing I do tell them that discourages them is downloading something to near complete and not being able to use it because it is not complete due to seeders not having the pieces they need. I also tell them the other pitfalls of it.

Good Luck on finding your solution. Take care.

 

[AlaDes]

Personally, I would have bit the bullet and hoped the lady never came back. Fortunately, I've only had one customer that got upset with me over a repair bill in the year I've been in business and I simply gave him his way, even though I actually lost money on the job. I didn't argue with him, because I know sooner or later he will be back to have other service work done and I can collect my dues then (honestly of course).
As far as reinfections, so far I've only experienced three in the last year. Two of them were from the same customer who readily admitted her daughter had went onto topix and clicked on a link on both computers that had just been restored back to their original factory state two weeks prior. I honestly couldn't charge her full price (kinda felt sorry for her), so I performed another wipe on each computer at half price. She has since then sent me several other customers. The third reinfection was actually a rootkit that I had missed and I even went out to the lady's house and picked her laptop up, which she appreciated very much.
As far as my warranty policy, I really don't have one in place because I've never had an issue with reinfections (other than the three I mentioned). I always let the customer know that I will be installing MSE and explain to them that no antivirus can detect everything. One thing I do offer them is an up sell to a subscription to AVG Internet Security and Malwarebytes, along with a 6 month written guarantee that if they are reinfected for ANY reason then I will clean their system absolutely free of charge. Most of my customers like the idea that they don't have to worry about paying again for 6 months and go ahead with the offer. For those who already have antivirus subscriptions or simply can't afford it, I simply tell them that antivirus is a personal choice and if they like what they have then they should keep it. However, after I explain that they could still be better protected by having a malware program like Malwarebytes, they usually purchase it because it's very affordable and the license is good for the life of the machine.

 

[BryanLee]

I sure hope you don't rely on this income to pay your bills. If you do, then you cant afford to act that way. I promise you that person is going to tell everyone that they know about how you treated them. Right or wrong is irrelevant. Running a business is just as much (if not more) people skills as it is technical skills.

Good luck.....

 

[inlinetech]

I get machines that have McAfee, Norton, MSSE, etc that are all infected. The AV I use and recommend is Kaspersky, and all the customers who I've sold/installed it on their PC's have never come back to me with an infected PC. Not 100% guarantee that it can't happen, but I've had great success with Kaspersky.

 

[sassenach]

+1 for Kaspersky. It needs a litle bit of training if you're using an email client rather than a webmail client, but the overall protection rate is first class and any problems get dealt with very quickly especially on their forum.

Their parental control is also very effective, but can border on brutal if not set up properly. I haven't seen anyone manage to circumvent it yet.

I don't see how it can be commercially viable to give even a short warranty without installing a known good protection system and excluding misuse. Once a machine has been compromised, can it ever be regarded as secure? Maybe I'm old fashioned, but I go by the theory that once breached, always treat as insecure.

 

[MSC]

Surprised nobody mentioned this quote

"Nothing travels faster than the speed of light with the possible exception of bad news, which obeys its own special laws."
Douglas Adams, "The Hitchhiker's Guide to the Galaxy"

Hope that one lady didn't affect your bottom line too much

 

[ElementalWindX]

IMO if I was her I would not use the OP either.

1) I do not sell anti virus software. There is nothing out there worth buying that you cannot get for free. I have managed over 2,000 systems and I have seen every single kind of anti virus out there become infected in one way or another. Doesn't matter if you pay thousands for your anti virus or nothing at all. I see them all on a level playing field. Only big difference is when used in a corporate environment and you use their server software to manage all the av clients Thats a whole other topic to discuss though!

2) The way I handle reinfection is

2a) If you paid me to simply remove the virus I do not guarantee anything, but within 30 days you come back with the same virus, I will offer to put the first bills payment towards the price to reinstall the OS, and do so.

2b) If you paid me to reinstall the OS from virus infection I guarantee for 30 days if you get infected again I will reinstall the OS again completely free.


Last time I had a reinfection was about 3 years ago.....

It pays to be good.


Also for everyone who hires me to fix their computer from viruses, I will tell them most likely how they got the virus, what the virus does, and how most people tend to get it (whether its porn, email, facebook, whatever) and I tell them what all they need to do to prevent it from happening again. I get as technical as the person says they can handle, or I try to dumb it down for them in terms they can understand and perfectly handle.

I use to teach computer courses so I have no problem with the clients looking over my shoulder and/or asking a million questions while I do the work. I am a very good multi tasker so that helps.



Good luck in your future ventures

 

[selva]

Very useful information. thanks for sharing

Regards,
selva

 

[Easy PC]

Funny had a customer who had a virus removed August, and needed the laptop back the same day...which I turned it around within 4 hours for her. She brought the laptop back in yesterday complaining that the laptop was running slow since she got it back. I checked my tech report sheet to see what work had been carried out the last time it was in. Had the Platinum Live virus removes, scanned with Malware Bytes, S.A.S, K.I.S, CC Cleaner ran, any old program files removed, tool bars etc removed. Machine ran fine, and it was fine yesterday when it came back in. She refused to buy anti-virus as she was paying for McAfee with her BT internet package. Check the machine with HitMan and found lots of adware etc from pornsites. Found more trojans etc..rang her up and told her that I had done another detailed report on the machine, and did not remove anything until she agreed that she is paying again as it is her fault, not my fault. I gave her a discount on the virus removal and clean up, and she bought K.I.S this time!!!