Removing customers software...

[Tweak]

This is an easy one...when taking it from them ask about data recovery or anything to be saved, if they do or don't mention that it is possible IF a reload is required that programs will need to be re-installed, also at this time explain that you will remove programs such as Norton, when they mention they paid for it just say to them what others have above. Once you mention they brought it in infected with Norton or whatever so leaving it on the system won't help much, never been an issue.

 

[Wheelie]

... Once you mention they brought it in infected with Norton or whatever so leaving it on the system won't help much, never been an issue.

ya. I think I've used that one half a billion times

 

[Tweak]

ya. I think I've used that one half a billion times

.............................

 

[gunslinger]

I refuse to work on computers that have Norton or Mcafee antivirus products on them. Either they let me remove them or I walk.

 

[JosephLeo]

I refuse to work on computers that have Norton or Mcafee antivirus products on them. Either they let me remove them or I walk.

A little over-zealous don't you think gunslinger? It's not like their money is any different. In fact, they already have proven that they want to be ripped off...I'm just going to let you interpret that however you want.

 

[ComputerClinic]

I refuse to work on computers that have Norton or Mcafee antivirus products on them. Either they let me remove them or I walk.

No kidding? You must be pretty busy to be able to turn down customers who want to keep their AV. I try and talk my clients out of it but if they wont budge (99% of the time because they just bought it), I tell them to call me when it expires and I will install something better. This works out nicely for me actually because their computer will likely get infected again and even if it doesn't I still have an appointment booked for when it expires.

 

[Mushin]

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.

Just to clarify my post I am not saying to do this without letting them know. I am just saying that this is an option to give them.

But.... come to think about it why would you actually have to remove norton to kill a virus? Why not just kill all the processes do the work and re-enable

 

[Tweak]

I've removed Norton from a machine that was installed the day before and was licensed for three pcs and not had an issue by using the method I mentioned above...so it isn't generally a hard thing to do when done in the proper manner.

 

[gunslinger]

A little over-zealous don't you think gunslinger?

You think? I can't "fix" a computer if you wont let me remove all of the problems, therefore I can't do my job 100%.

No kidding? You must be pretty busy to be able to turn down customers who want to keep their AV.

I do stay pretty busy. I have turned down customers for other reasons as well.

 

[NYJimbo]

I've removed Norton from a machine that was installed the day before and was licensed for three pcs and not had an issue by using the method I mentioned above...so it isn't generally a hard thing to do when done in the proper manner.

I just had another Norton 360 on Saturday. Same thing, 16 infected objects on a quick scan with mbam. Going deeper I found antivirus 2007, 2008, antispyware, several traces of other lesser malware, corrupted network drivers due to "symantic security" wrappers on the drivers, vundo, conficker and something that looked like a weaker version of virut. All the while Norton 360 was running fine. Client had 318 days left on their license thing.

Called the client and left a message that N360 was infected plus all the other nonsense, client calls me back and left message to rip out N360 and do whatever it takes to get it done. I was already way ahead of her.

 

[red12049]

I just had another Norton 360 on Saturday. Same thing, 16 infected objects on a quick scan with mbam. Going deeper I found antivirus 2007, 2008, antispyware, several traces of other lesser malware, corrupted network drivers due to "symantic security" wrappers on the drivers, vundo, conficker and something that looked like a weaker version of virut. All the while Norton 360 was running fine. Client had 318 days left on their license thing.

Called the client and left a message that N360 was infected plus all the other nonsense, client calls me back and left message to rip out N360 and do whatever it takes to get it done. I was already way ahead of her.

Funny stuff. Years ago, when I owned an auto repair shop, I had clients complain that we changed their radio station. Just yesterday I had a woman (whose laptop I had upgraded from Vista to 7) thank me for not moving her desktop icons all around.

People use this stuff everyday, and it is THEIR personal stuff. They have the right (and the expectation) of having their stuff their way, as much as possible. I will advise a customer about Norton/McAfee, but if they want to keep it, so be it. It's *their* stuff.

Rick

 

[Wheelie]

... I will advise a customer about Norton/McAfee, but if they want to keep it, so be it. It's *their* stuff ...

Not me. I cannot justify giving back a PC that runs like crap and won't detect 1/2 the threats that are out there. They are paying me for my expertise. I put on their PC's what they need to best protect themselves **and** I give them the info they will need in order to use it effectively (very important). Why put them in a compromising position? They are paying you for your best advice. I'd recommend you do like I (and and many others) do and protect your customers the best way you can - it is your responsibility. Never had a complaint yet. It requires skill to deal with people so they understand you have their best interests at heart when it comes to their PC's. That is how you build trust, repeat business, and keep their machines free of the nasty.

 

[bsd13]

Not me. I cannot justify giving back a PC that runs like crap and won't detect 1/2 the threats that are out there. They are paying me for my expertise. I put on their PC's what they need to best protect themselves **and** I give them the info they will need in order to use it effectively (very important). Why put them in a compromising position? They are paying you for your best advice. I'd recommend you do like I (and and many others) do and protect your customers the best way you can - it is your responsibility. Never had a complaint yet. It requires skill to deal with people so they understand you have their best interests at heart when it comes to their PC's. That is how you build trust, repeat business, and keep their machines free of the nasty.

Agree 100% with one small caveat. If they have just recently bought a year subscription to an anti-virus "solution" I'll ask them first and explain that they won't likely be able to get that money back. Most of the time they say "just put something on there that works". Those who don't want the switch done sign a paper acknowledging that I advised them to do so. Only ever had one complaint from a customer after the paper was signed.

 

[Wheelie]

Agree 100% with one small caveat. If they have just recently bought a year subscription to an anti-virus "solution" I'll ask them first and explain that they won't likely be able to get that money back. Most of the time they say "just put something on there that works". Those who don't want the switch done sign a paper acknowledging that I advised them to do so. Only ever had one complaint from a customer after the paper was signed.

A large number of times I'm called into a situation where the PC is misbehaving horribly. In many of those situations the whole problem is being caused by Norton/McAfee. It's easy to convince the customer in those situations. All other situations I tell them I can almost double the speed of the PC by removing Norton/McAfee and even can gain a little more speed by tuning it up .. all while giving them better protection.

 

[NYJimbo]

Just yesterday I had a woman (whose laptop I had upgraded from Vista to 7) thank me for not moving her desktop icons all around.

You really need to learn how to control the customer so these things are non-issues.

I almost always sort the icons by name when I am done, it helps me to clean up the desktop and be sure of what remains.

If they ask I tell them I had to reset the desktop (or background or whatever else I feel like doing) after fixing the virus problems because new files were installed, blah, blah, blah.

This is not done to rip off the customer or make their life difficult, its done so I can be sure my work is complete and if its some minor difficulty for the client to re-arrange their desktop or reload some crappy game demo they downloaded, then better they do it and reinfect their machine or screw things up AFTER I am sure its all ok.

 

[studiot]

I usually say something along the lines of

'I will certainly do that job for you and arrange things the way you want them, but I didn't think you'd want to spend your money on my time doing something you could easily do yourself.'

Customers are usually very happy with that.

 

[Tweak]

I agree with Wheelie on the next to last of his comments, they don't know what they need or I wouldn't be looking at their pc, so if they bought it the same day or 1 yr before it gets removed simply because it is what they need and why I see it rather than them fixing it themselves, plain and simple. Handling a client is in almost every case an easy task in this type of matter, you have total power of the situation and outcome, they came to you for help, what help and what is required to be removed or installed is up to you to determine.

 

[PatrickB]

what is required to be removed or installed is up to you to determine.

Yes, to determine. Then it is up to the customer to be informed and agree. Just as with a surgeon, it is up to them to decide what needs to be done, but they certainly would not do it without agreement from the patient.

-- Patrick B.

 

[gunslinger]

Yes, to determine. Then it is up to the customer to be informed and agree. Just as with a surgeon, it is up to them to decide what needs to be done, but they certainly would not do it without agreement from the patient.

-- Patrick B.

I agree, and if the surgeon says he must remove something to fix the problem and the patient does not agree the surgeon turns them away. Just as I do someone who refuses to give up their Norton.

 

[Tweak]

Yes, to determine. Then it is up to the customer to be informed and agree. Just as with a surgeon, it is up to them to decide what needs to be done, but they certainly would not do it without agreement from the patient.

-- Patrick B.

Clients do, or always have agreed, so not a problem.