How to deal with Customers Getting Reinfected

[Martyn]

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!!!

I cannot understand the logic of people, if their anti virus didn't stop the initial virus why carry on using it? I think people are thinking you are just pushing the AV for profit. I've got to the point of just installing 30 day KAV now and tell them to buy it in a shop or on Ebay.

 

[Easy PC]

Its the usual..it is someone else's fault. When I rang her and told her that I have taken a screen print of the adware showing all the porn sites, and asked if it was only her using the laptop she suddenly changed her attitude. She was happy to pay the reduced cost and buy K.I.S....but it is people like this, that never take advice, that keeps us in jobs!!!

 

[kwest]

I give two weeks on the reinfection with no charge If it happens I look at browser history. If I find something I let them know that is why they got reinfected and don't charge for the second clean.

Extra 100 won't change my life. I would rather keep a customer.

 

[Freedom PC Solutions]

I have found no corelation between free AV software and increased infections. I use only free AV on all my family PC's and install MSSE on all client computers. I have not had a virus in years.

I find that infections are mostly from clients not updating or turning off AV because it interefered with them downloading something. I tell them it is preventing them for a reason.

I must also say that most of the time I run into malware more than anything and advise clients to purchase the full version of MBAM.

Top shelf AV is too bloated for me.

If a reinfection occurs on a clients machine I tell them I will look into how they may have become reinfected. Most of the time it is malware from a questionable website.

 

[ComputerPro]

You offered to put on Norton?? And she opted for a free solution? Wow, sorry just sounds exactly the opposite of what we deal with daily lol.
We tell them not to put Norton anywhere near their system. Thats a different story ......

As for the re-infection. Can you see the logs at all? We usually look at the event log along with programs added since the unit was picked up etc.
It sounds like she just needs a to be informed on how these things work. We never have a problem once we explain it. You could use an analogy if they aren't tech savvy.

You could say for example: Think of cars. If you sped around town like a maniac and crashed your car, we could certainly fix it for you. We would even check the brakes, seat belts, etc. Make sure it was safe to drive. After we 'did our job' properly and fixed the body damage, you could inspect it. (same as them trying the system at your shop to verify that it runs well and is virus free, which you should usually do anyway).
Then after you are happy with our work, you drive off and run smack dab into the middle of a tree. Would you expect us to fix it for free???
9 out of 10 people would understand at that point as they would feel pretty stupid saying yes.

In the case you described, I would say.... you declined my anti virus protection and decided that you would protect your system yourself without my help. Then you got infected. Why would you think I should fix it if you declined my protection? I'm curious what she would say.
Of course this depends on a few factors like: How good you are in dealing with people. How normal/insane the client actually is.

I would never stoop to a low level and swear at them though. You should always handle it professionally even if they are an idiot. It's just the 'proper' thing to do. 'Proper' as in correct money making business thing to do.

I would use some mind bending stuff on her and actually be on her side, but keep slipping in things like: Man..... I wish you would have let us install and configure the anti-virus. This probably wouldn't have happened etc. You slowly need to move the issue to your side. Of course if you already swore at her and kicked her out then it really doesn't matter lol. But for future reference, just explain the 'getting a virus' concept in a way that they understand (or at least feel very stupid if they don't agree with you).

 

[drpcfix]

I think it's a great opportunity to offer "one freedo, just to be nice" but never two.

And with the first freedo, we always give a nice long explanation of what they should do to keep it clean.

Install chrome and show them how to use it

 

[Rosco]

wow someone that pushes Norton. I much rather use a free one than pay for norton. If i was going to pay it would be viper.

If there is a reinfection with 7 day i do half price with 24 hours free.

Does happen often. I always put something one there. Been really happy with Avira.

 

[YeOldeStonecat]

ALSO why would I clean a infected computer again spending another 1 hour on there computer fixing something they broke again. Thats like going to a body shop because U BACK up into a tree them fixing it u takeing ur car out for a drive and u backing up into a tree again RU seriously going to fix it for them again for free? I DONT THINK SO time is money.

The computer came back 1 week later with a tottaly different virus (this time it was 1 of those virus that HIDE your files)

A better analogy may be "You fixed their car after they backed into a tree. A week later as they drove down the road, the BONDO you used to fill in the dent in their car fell off.....do you fix it again?"

"their" is the possessive of a person...."on their computer".
"there" is a location/direction.

You have to ask yourself if you feel 100% confident...100%!!!...that you cleaned all of the malware off of the computer, including the stub loader exploit which is probably sitting in a java or flash temp directory. You may have removed a particular malware/virus..but if you leave the exploited stub loader script on their computer...guess what...an hour later..or a day later...or a week later..or a month later...that file will make a call back home and download yet another bit of malware. Probably a totally different one. So the logic of "but the virus she caught the next day was a different one..so I didn't miss anything" is 100% wrong...not correct logic, you cannot take that approach.

And equally as important...did you secure their system by removing any/all outdated webplayers and installing the latest ones? And patching up Windows?

 

[YeOldeStonecat]

I cannot understand the logic of people, if their anti virus didn't stop the initial virus why carry on using it? .

I find it difficult to justify that logic however, as it is a 100% true fact that no antivirus is 100% effective. They are all ~92-98% effective against traditional viruses, and all about 65-75% effective against the web based malware threats that exploit web players. We constantly clean malware from systems that represent just about all the AV brands out there. Just because malware slipped through doesn't mean I encourage them to discontinue using that particular brand of AV. OK McAfee being an exception.....as we do not resell that and I find it useless. But I'm not going to go switch out KAV or Eset on them just because something slipped through. It slips through them all.

 

[LifelineIT]

I've run into clients with persistent reinfections, but also part of what I do is give every single client a "Here's what I did" page.

If they've got frostwire/etc installed, I uninstall it, and then as part of my "what I did" page, under "Recommendations" it says "avoid file sharing software such as frostwire/uTorrent/etc."

I also hate Norton---but just picked up a bunch of KIS and KAV licenses the other day, and I'm experimenting with Webroot's new offering, "SecureAnywhere." So far it's intensely fast, resource light, and unobtrusive, and reviews are showing that its detection and cure rates are pretty badass. Retails for $60-$80, licenses can be found for ~$12 for three.

You can also pickup lifetime MalwareBytes Pro licenses pretty cheap too, if you get customers with persistent reinfection issues.

 

[bitsandbytes]

Norton....ha! Classic slow your system down software.....would touch it with a very long stick.

 

[Tony_Scarpelli]

SO had a customer today that I yelled at and told them to FUK OFF..Heres the story

They brought me there computer in 1 week ago for a virus removal. I charge a additonal $25 to start working on there computer right away along with the $60 Labor fee. I fixed there computer that day also skipping the 6 other computers ahead of them. Computer has been working great for the week she has had it but the other day it got another virus. Now I offered to put on Norton AV the first time she was at the shop she declined saying she would put on a free AV =).. Well she was EXTREMELY upset that she had to pay again 1 week later that she got reinfected. ON all my paper work I have disclaimers about how I am NOT responsible for reinfection that I only put a 24 Hour Warranty on Virus Removals. Well she stormed out after paying me and said she was never coming back. Well I already lost her as a customer so I went outside and told her the next time she comes back to me I will be charging her Double for her attitude and I still will be cheaper then all the techs in my town (they all charge by the hour minimum of 2 hours)..Anyways how do you guys deal with telling people about getting reinfected?

YOU NEED TO CHECK YOURSELF, BEFORE YOU WRECK YOURSELF, FOOL!

We have all been there but I am sure when you cool down you will feel bad that you let this crazy lady take you to a place you never want to be. I have done it so i am speaking from experience.

Here is what we do (I ve been running computer business for about 20 years)

We notice on the walls/invoice that we are not responsible for their data or software. If Microsoft doesn't warrant against corruption and virus how can I?

However we charge $59 per hour and with a 2 hr minimum to do a re-installation or tune up virus removal. Then we charge another $59 to install one of their choice of antivirus (plus cost of antivirus or install a free one).

If and only if the customer pays the full $178 (3 hrs) to get the repair plus the security package do we give any warranty. We give them 30 days free fix with any virus/corruption only when they get the security pack. We use it like insurance. But realize we made $180 the first time. I think part of your problem is that you are too cheap to begin with.

BTW- I think charging a cheap price to fill the bench and expedite fee to those who cannot wait is not such a great idea and causes resentment of the customer. I have competitor who does that.

Better adjust your prices up enough that every customer gets same day service. I can turn around about 5-6 computers per day per tech. If it comes in by noon we pretty much guarantee return by end of business day. I am probably about 25% higher than my walmart type competitors.

 

[Tony_Scarpelli]

Doesn't matter it is such a resource hog its a no go in my view. I always tell people to take it off and install a free one.....even if they have 11 months paid subscription. This is the biggest POS.

Dont get me wrong I love all the free 1s they bring me lots of money.. For all you people that USE the free1s and recomend THANK YOU =)

http://chart.av-comparatives.org/chart2.php

Avast Blocked 92.8%
AvG Blocked 98%
AVRIA Blocked 98.4%
SYMANTEC BLOCKED 99.6%

Also look at this

http://chart.av-comparatives.org/chart3.php

NOTICE NORTON IS STEADY AT THE TOP ALL THE FREE 1S HAVE LOTS OF DIPS

Im sorry but for around $4 a month NORTON is Worth it

 

[Tony_Scarpelli]

Any chance you would write in a normal English style with non txt spellings and proper punctuation etc? Unlike a lot of forums we've managed to keep a reasonable level of post grammar and punctuation which seems to lead to better quality posting. I know it can hard if you are using a smartphone but the effort is appreciated!

I'm sorry but I think you are out of line. Are you going to start correcting our spelling next? When is the spelling bee scheduled?

PS MT I like you and your posts I just think we need to not be PC police and let people enjoy this site as they will.

 

[Tony_Scarpelli]

Not only are the bloated but they are the most infected. I think the hackers target them just like they target Windows.

in my opinion norton and mcafee all the tops are bloated and slow down your pc

i usually just install a free version and its fine, plus usually its malware thats the problem now not viruses

my friend got viruses all the time, so i just build him a pc based firewall and since then he can watch all the p0rn he wants and has not bothered me since

 

[Xander]

Originally Posted by MobileTechie
Any chance you would write in a normal English style with non txt spellings and proper punctuation etc? Unlike a lot of forums we've managed to keep a reasonable level of post grammar and punctuation which seems to lead to better quality posting. I know it can hard if you are using a smartphone but the effort is appreciated!

I'm sorry but I think you are out of line. Are you going to start correcting our spelling next? When is the spelling bee scheduled?

PS MT I like you and your posts I just think we need to not be PC police and let people enjoy this site as they will.

I think he was basing that request on:

Forum Guidelines

• This forum is a place for professionals and we expect our users to act like professionals.
• Please observe correct spelling and grammar. The members here don't want to have to translate what you are saying before they can help you. Any sort of lazy SMS/Instant Messenger writing such as "becuz u sed he reli fixd it" is heavily frowned upon.

If someone is texting me on their phone, I'm perfectly fine with Txt-Spk but, in a professional forum where we all want to be read and understood correctly, it's not really the place for it. Writing to each other legibly is one of the first courtesies we should be showing each other.

 

[Tony_Scarpelli]

I think he was basing that request on:If someone is texting me on their phone, I'm perfectly fine with Txt-Spk but, in a professional forum where we all want to be read and understood correctly, it's not really the place for it. Writing to each other legibly is one of the first courtesies we should be showing each other.

And what about the guys whose English is that bad you cannot understand them? Or that have so little experience they cannot describe the problem clearly?

I think this is wrong headed, policy or not. Anyone who cannot understand any of my posts, please feel free to just ignore them and move on to someone elses post/thread/problem.

 

[EAGtech]

First of all, as I think most agree, you should never lose your temper with a customer. She is likely to tell several people at least of her bad experience. With our $99 virus removal we include GFI Managed Antivirus and offer a 30 day reinfection guarantee.

 

[nonchalant]

Norton is just horrible software.

And despite the detection rate figures you cite, how many of these viruses does it actually deal with successfully? Detection is one thing - removal is another.

Also worth bearing in mind is that when viruses are written they are often tested against the popular AV's (which obviously includes norton due to user ignorance).

Oh, and dont shout at customers haha!

 

[Wezzel98765]

My 2pence worth

Every computer I've had in within the last month with a virus, has had the latest version of Norton installed (with all of the updates)!

I install MSE and that will do. Ultimately, it is the USER that is the best anti virus!
If you click to confirm to install a program, even if it's malicious, if it's an up to date virus, it will circumnavigate around any anti virus!

So yeah, it's the USER that's the issue, not the anti virus!

Oh and yeah, Norton slows computers down BIGGGG time!