Removing customers software...

[JosephLeo]

Hey guys, this is sort of a fork off of Nick's I hate Norton thread.

Assume someone has paid for a piece of software, say Norton 360. As a tech you're going to have to remove this for proper virus removal and you're going to want to replace it with something else that actually works. Now- to the customer you just basically threw $75 worth of software away from them and they might become mad about this.

Can you imagine going to a car repair shop for some body work and when you get it back you found out that they took out a part and replaced it with something else all together? Despite the fact that it works better, you won't like the fact that they did something like that would you?

What are some ways that we can explain to our customers why we would do something like that. And what do we do for customers that are over-zealous about their paid-for software?

 

[NYJimbo]

I always tell them that the program itself was infected with a virus and had to be removed. Never get any complaints after that.

I even do it sometimes with things I just want to remove regardless of reason, like LimeWire. I tell them it was infected, so out it goes.

If they want to reinstall it they can but I dont recommend it.

 

[JosephLeo]

I always tell them that the program itself was infected with a virus and had to be removed. Never get any complaints after that.

I even do it sometimes with things I just want to remove regardless of reason, like LimeWire. I tell them it was infected, so out it goes.

If they want to reinstall it they can but I dont recommend it.

Ahh, well the thing is I removed Norton from my grandmothers computer once and she almost had a stroke from panic. "I paid $100 for that...blah, blah, blah". So it's something that still stays in the back of my mind.

 

[studiot]

I always discuss this with them and let them decide if they want to continue with their piece of crap or cut their losses and have me install something stronger.

The invoice always contains a record and recommendations for worthwhile improvement eg memory upgrade (extra = business opportunity) but I don't push it.

 

[Mushin]

Hey guys, this is sort of a fork off of Nick's I hate Norton thread.

Assume someone has paid for a piece of software, say Norton 360. As a tech you're going to have to remove this for proper virus removal and you're going to want to replace it with something else that actually works. Now- to the customer you just basically threw $75 worth of software away from them and they might become mad about this.

Can you imagine going to a car repair shop for some body work and when you get it back you found out that they took out a part and replaced it with something else all together? Despite the fact that it works better, you won't like the fact that they did something like that would you?

What are some ways that we can explain to our customers why we would do something like that. And what do we do for customers that are over-zealous about their paid-for software?

Take Norton for example... If they got an infection while Norton was on the computer "protecting" them they are usually mad at Symantec already for not providing the protection. So... When I say it has to go they don't mind but.... Norton allows you to bakup the key so you can always put it back after you are done.

So if you are worried just backup the key and do the work then reinstall it.

 

[NickCat11]

I always tell them that the program itself was infected with a virus and had to be removed. Never get any complaints after that.

I even do it sometimes with things I just want to remove regardless of reason, like LimeWire. I tell them it was infected, so out it goes.

If they want to reinstall it they can but I dont recommend it.

lol, I do the same thing. I follow up that I can put something on there better at no additional cost. Plus I tell them there won't be any yearly renewal fees and that usually seals the deal.

 

[Siphon]

I have to agree with studiot. You should discuss the issue first before uninstalling anything, whether you like the program or not. Too use JosephLeo's auto mechanic example, the mechanic has to check with you first before doing any kind of repairs. I think we should extend our clients the same courtesy. You can still make recommendations about what to do but it is the clients computer so I just think it should be their decision.

 

[NickCat11]

Can you imagine going to a car repair shop for some body work and when you get it back you found out that they took out a part and replaced it with something else all together? Despite the fact that it works better, you won't like the fact that they did something like that would you?

As long as it's an improvement to my car, I could care less. That's just me though

 

[bsd13]

Take Norton for example... If they got an infection while Norton was on the computer "protecting" them they are usually mad at Symantec already for not providing the protection. So... When I say it has to go they don't mind but.... Norton allows you to bakup the key so you can always put it back after you are done.

So if you are worried just backup the key and do the work then reinstall it.

Exactly. Once you point out that the software they paid $$ for didn't do them any good at all they're usually happy to see it gone. You just don't want to remove it without telling them you are, and possibly getting them to sign something depending on what kind of a customer they are.

 

[PatrickB]

Unless the customer says to do whatever you want, the decision is theirs, not yours.

If you avoid explaining it to them because you are better at Tech than at Talk, then you should partner with someone who can deal with the customer issues while you deal with the computer issues.

-- Patrick B.

 

[studiot]

The big problem comes, as I see it, when you have removed Norton, thereby wasting some of their $$, installed A1* Super duper Anti Virus++ - and they get another virus. Remember no AV is perfect.

They will blame you boy.

How can you prove Norton wouldn't have stopped it?

Better to have removed it by concensus - at least the client must then accept some share of the blame.

 

[atlanticjim]

So if you are worried just backup the key and do the work then reinstall it.

Make your recommendation let the client decide.

However, I always keep track of my client's expiration dates on their antivirus so I can contact them a week before to recommend an alternative.

 

[bsd13]

The big problem comes, as I see it, when you have removed Norton, thereby wasting some of their $$, installed A1* Super duper Anti Virus++ - and they get another virus. Remember no AV is perfect.

They will blame you boy.

How can you prove Norton wouldn't have stopped it?

Better to have removed it by concensus - at least the client must then accept some share of the blame.

That's why educating the customer is just as important as doing the geek work. Actually it's more important. They need to know that absolutely nothing out there will guarantee they won't get infected and the only reliable protection is that they have to be aware what they're doing.

 

[JosephLeo]

That's why educating the customer is just as important as doing the geek work. Actually it's more important. They need to know that absolutely nothing out there will guarantee they won't get infected and the only reliable protection is that they have to be aware what they're doing.

Which is why people love Macs.

 

[Mushin]

Which is why people love Macs.

Yea... not just any kid in a garage can sit down and write a virus for a Mac... but there still are some out there. Although I bet it won't be too long before more malware is created for them.

 

[joydivision]

Happened with my dad with his car. Cowboy garage fitted the wrong coil pack and the car although was running better was still never right. Took it to a different garage and they fitted a proper coil pack and worked fine after that.

Same thing, we were not mad it was just one of them things.

 

[Wheelie]

I always remove Norton or McAfee then I tell the customer that Norton or McAfee e-mailed them a product key and they can download the next version and re-activate it with that key if they so desire. But I caution them against doing that because it is not quite as good a product as free AV software and mostly because it really slows down a PC. Not to mention that the Firewall products in the "Internet Security" versions of AV stuff are simply too overwhelming for the average user.

To Norton's and McAfee's credit I have seen every single piece of Anti-Virus software available get compromised, crippled, and the PC infected. Norton and McAfee are just too large and over-bloated and they turn a PC into a slug. That's my issue with them being on a PC and why I take them off.

 

[Wheelie]

I always tell them that the program itself was infected with a virus and had to be removed ...

Is that true? How does a program get infected with a virus?

 

[Wheelie]

The big problem comes, as I see it, when you have removed Norton, thereby wasting some of their $$, installed A1* Super duper Anti Virus++ - and they get another virus. Remember no AV is perfect.

They will blame you boy.

How can you prove Norton wouldn't have stopped it?

Better to have removed it by concensus - at least the client must then accept some share of the blame.

Good point studiot makes. That's why I always tell them the real reason to get it off is because it slows down the PC so much ... "it's like driving thumbtacks with a sledgehammer"

 

[Bullfighter]

I always discuss this with them and let them decide if they want to continue with their piece of crap or cut their losses and have me install something stronger.

The invoice always contains a record and recommendations for worthwhile improvement eg memory upgrade (extra = business opportunity) but I don't push it.

+1

Is that true? How does a program get infected with a virus?

A "patching virus" like Virut will infect pretty much anything... Huge pain in the ass...