What should I charge this customer?

T

techyguy717

Member
Reaction score
1
I fixed a fairly easy Malware for a customer last week. They did not want to give me their Comcast Email or Password for the Free Norton 360 Protection. I told them and wrote down for them on the receipt that they need to install Comcast Norton Security A.S.A.P.

They bring in the computer again today with a new Malware. Infections are much tougher this time.

They insist that they installed Notron. But I tell them that they only installed Comcast Constant Guard. This on it's own is NOT an AntiMalware protection. They need to have installed Comcast Norton, like it was printed on my receipt. They keep insisting that they had an icon for Norton.

I looked at their Program Files, Program Data, Program List and Desktop. I do NOT see Symantec or Norton anywhere. Not even empty Hidden Folders. (But I do see an installation folder on the desktop, it appears that Norton Setup was never run.)

Although My work comes with a 30 day guarantee. It basically says that it ONLY covers MY mistakes, if I make them. They keep insisting that Norton was installed before they got this new malware.

I want to have a happy customer, but I'm not going to fix others mistakes for free. This new Malware is more persistent. Considering I only charged them $45 for the first time removal of an easy virus. How would you charge them?
 
At my last shop, our warranty on a malware removal is also 30 days... but one of the stipulations is that the system must have active and up-to-date antivirus software installed on the PC before it leaves our possession...

If you don't already stipulate that, you should. You wouldn't have had the problem with them not giving you their info for the free Norton, or you would have merely put something free on there.

Additionally, we only warrantied against the *same* malware. If you have a newer, more persistent bit of malware, that's another warranty breaker for us.

Despite all that, no amount of explaining these things to a certain type of customer will make them understand YOUR position... sounds like you might have that type of customer... so to have a happy customer you are probably going to have to do it for free this time.

If it were me in that position, I'll be honest there are some customers I want to keep happy, and others I don't care to. For the happy ones, I would do it for free this one last time. For the rest, I would charge FULL PRICE for a new malware removal. If they refuse and/or go to a competitor, so be it. Then your competitor gets a ****** customer and you're off the hook! I would rather my competitors have the leeches and I'll take the good ones. But even if they come back to me in the future, and some do for whatever reason (they won't admit it but they do at some point realize you were fair in your treatment of them, or perhaps they just got screwed by a competitor), at least they will know their boundaries when they come back to you. It's amazing how some bad customers you tried to make happy once or twice keep coming back to you expecting you to give them the world for free. If you have a problem customer on your hands, it's best to treat them fairly by charging them for another removal.

Just be sure to cover your butt, and I mean really cover it, with this warranty business next time!
 
I want to have a happy customer, but I'm not going to fix others mistakes for free. This new Malware is more persistent. Considering I only charged them $45 for the first time removal of an easy virus. How would you charge them?

This pretty much sums up your post. We charge a flat rate of $149 for virus removal. It doesn't matter if it's an easy clean or a difficult clean. $149 is also what we charge for n&p with backup if it comes to that. We advertise no warranty for virus removal and make sure the customer understand this when they leave. However, we do often take care of reinfections if they come back in a week or sometimes two depending on how the customer treats us. If they are nice, we are nice. We make sure all PC's leave the office with AV even if it's MSE. It's better than nothing. We do about 15-20 virus removals per week on average. We may have 2-3 bring backs in a month tops.

I would charge them again based on what you charged the first time. If you had charged more the first time, you could have let the second one go and had a happy customer. They may still be a happy customer if you take the time to explain how infections happen. Do they have a kid or teenager using the PC? Did they receive any suspicious emails lately? Do they surf porn sites? You would be surprised at how many clients admit to surfing porn sites when they drop an infected PC off. We even have a lady who admits to surfing porn and is a regular at having us clean her PC. You have to pay to play right.
 
$100.00 for a virus removal
some i clean up on them some i dont but always $100.00.

if they are a good customer i will remove a reinfection within maybe a week. But for the most part i charge. because when i leave the infection is gone. if they get it back for some reason it is there fault. (went to the same site or what have you).

$45.00 seems really low. it would be hard to make rent at that price for me. Remember they are paying for your knowledge more than anything!
 
That is a tough one. I think you should do what you think is right, but you should also have a policy and KNOW how to handle situations like these.
 
I also try to document the infection with a screenshot or picture from the web. So if they come back with a different malware, we both know it isn't related to the first one.
Also, even if I'm doing something for no charge, I give a receipt showing what the normal charge would be, then discount it to zero, to let them know I'm giving them a deal. Anyone else do this?
 
FoolishTech said:
If it were me in that position, I'll be honest there are some customers I want to keep happy, and others I don't care to.
Click to expand...

^this. For people I want to come back - and whom I can see are likely to, and/or provide WOM, then I will look after them. If the person is not in this category then they get charged.

Its up to you - do you want to keep / please this customer?
 
I would charge them again. Maybe give them a discount, but stress that it is a one time discount.

This is why I do not give any warranties on virus removals. I have had people go right back on bittorrents and download more viruses.
 
The customer refused to give you information you could have used to safeguard their machine, and now they bring it back re-infected? Charge 'em again! :D

Am I assuming you wanted to install Comcast branded Norton because the customer is a Comcast victim (er, willing subscriber) and the security comes free with the account? ;)

For onsite clients that refuse installation of security products, I note it in the work notes and have customer sign when job is completed. If I get a repeat call for infection and it's noted they refused AV installation, they get charged again.

For in-shop customers, I explain that no machine leaves the shop without an AV product. If the customer doesn't want to pay for one, or if they're not sure they want to pay up front for one, then I install AVG free, or a 30 day Kaspersky Internet Security trialware...
 
altrenda said:
I also try to document the infection with a screenshot or picture from the web. So if they come back with a different malware, we both know it isn't related to the first one.
Also, even if I'm doing something for no charge, I give a receipt showing what the normal charge would be, then discount it to zero, to let them know I'm giving them a deal. Anyone else do this?
Click to expand...

We do something similar. If I run any virus programs or malware removal programs I always take a picture of the results of each one and note the type of virus they have. I do the same thing when I defrag their system.
I agree that it is important to provide a receipt of some fashion to the client showing the '0' charge and that they were given a discount... this should be put in their file or your system showing the history of the client. We can't expect to remember everything that has gone on, but a good filing system will help.
 
altrenda said:
Also, even if I'm doing something for no charge, I give a receipt showing what the normal charge would be, then discount it to zero, to let them know I'm giving them a deal. Anyone else do this?
Click to expand...

yes i do.... need to let people know its a deal!
 
Found out what the problem was.

Computer has Microsoft Commando Defender

It prevents some programs from installing. (Including Norton) It was installed with the new computer and I am not allowed or able to remove it. The place they bought it from is the only company, allowed by law to remove it, for FREE, if they now own it.

The customer now owns the computer, but originally rented it. This was installed by the rental company.

If the customer gave me their Comcast Email password, I could have told them this without having to make another appointment.

My new question about this issue would be, why would Microsoft Commando Defender have absolutely NO official information at all. There are only a couple rumors about the software on the internet, with no official information. Yet the rental company admits that they DID put Microsoft Commando Defender on the computer.
 
techyguy717 said:
Computer has Microsoft Commando Defender

It prevents some programs from installing. (Including Norton) It was installed with the new computer and I am not allowed or able to remove it. The place they bought it from is the only company, allowed by law to remove it, for FREE, if they now own it.

The customer now owns the computer, but originally rented it. This was installed by the rental company.

If the customer gave me their Comcast Email password, I could have told them this without having to make another appointment.

My new question about this issue would be, why would Microsoft Commando Defender have absolutely NO official information at all. There are only a couple rumors about the software on the internet, with no official information. Yet the rental company admits that they DID put Microsoft Commando Defender on the computer.
Click to expand...

Sheesh. "Microsoft" Commando Defender is malware. Most likely not from the rental company. Pretty new, you can Google for instructions to remove it.

Rick
 
red12049 said:
Sheesh. "Microsoft" Commando Defender is malware. Most likely not from the rental company. Pretty new, you can Google for instructions to remove it.

Rick
Click to expand...
It is NOT Malware.

I confirmed with Aaron's rental company that they originally installed it. They claim it is a way of preventing people from installing unauthorized programs, like LimeWare and alternative Anti-Malware that did not come pre-paid for.

My question is, why would Microsoft Commando Defender have absolutely NO official information at all. There are only a couple rumors about the software on the internet, with no official information. Yet the rental company admits that they DID put Microsoft Commando Defender on the computer.


The following is the ONLY CORRECT information I found from on the internet.

Microsoft Commando Defender

The reason you cannot delete it and antivirus doesn't detect it and you cannot remove it is
because it is registered with those company's and the makers of Commando work with them so they
don't get detected.

Commando is a commercial package installed by a business or lease/rental company's. It is
designed to keep customers they are renting/leasing computers to or employee's from installing
software that is not licensed. So, for example, lets say you have employees and you install
Microsoft Security Essentials on your laptops and you don't want employee’s installing another
package. So, they install Commando and mark other anti-virus packages as viruses to keep
someone from installing something. So, if you have commando loaded then most likely you do NOT
own the computer and are an employee or are renting it. Commando is ONLY sold to corporations
and leasing company's and must be removed once they no longer own it.

If you own the computer, then you need to take it back to where you purchased it and ask to have
it removed. They are required to remove it or they are subject to a $250,000.00USD fine for
every violation. If you do NOT own it then be happy you have the protection because Commando
keeps you safe.

Commando is based entirely around security and antivirus packages. So, if you are
leasing/renting or giving computers to employees, you install a security package and Antivirus
software package. Let's say it's Norton. Now you install Commando and it locks you into
Norton. If you try to install anything else, you will get the Commando popup message saying you
are installing malware. The owner of the computer (rental company etc) can configure it anyway
they like and most install Microsoft Security Essentials and then lock in Commando. But, they
can simply change the setting to Norton, AVG, or whatever you like. They also might block
things like Limewire too because of all the service calls they get with renters downloading a
virus via P2P etc.

If you're an employee, then your employer doesn't want you installing something else. If you
are a Rent to Own customer then your rental company has already purchased and installed anti-
virus software for you. If you are a repair shop trying to remove it then you probably will get
hit with a law suit.
Rental company’s love the product because they are responsible for ALL repairs while you are
renting. Therefore, they block other anti-virus packages with Commando to keep their
service/repair costs down from everyone installing all the anti-virus packages that claim to
protect you. However, if you want to install Norton just take your computer back to the rental
store and ask them to allow Norton etc or to install it for you. You can ask to have it
removed, but they will often make you pay for repairs or even make you pay more. Bottom-line
they just want to make sure you have anti-virus protection and it’s not a trial version that
expires.

The software is ONLY sold to company's so if you have commando then one of the following has to
be true:

1. You are using a computer owned by a company you work for.
2 -Or- You are renting/leasing a computer and haven't paid it off.
3.-Or- You are in possession of stolen property or are a repair shop and the person that gave it
to you does NOT own it.

The reason you don't find anything on it when you search is because there is a $250,000.00 USD
fine if you use Commando on a computer you don't own or don't remove it once the renter goes to
ownership. The makers of Commando offer a reward if you turn someone in and it leads to an
arrest/prosecution. Also the company offers a reward for anyone turning someone in that posts
how to remove it OR ANY REPAIR shop that removes it. Anyone that writes anything that tries to
remove it and does so is most likely committing a crime or helping someone commit a crime
according to what I've been told. Their legal department goes after repairs shop businesses
with a vengeance (I guess that's because it is a commercial business application and they have
to guarantee the product/security). They claim that anyone trying to make or help remove the
program is destroying data on a company computer and is committing a crime which is a federal
offense (at least here in the States). Anyway, it's all based on ownership. If it is installed
and you are trying to defeat it then you don't own the computer, even if you are renting it you
don’t own it (read your rental contract).
 
Techguy717, please cite your source when you quote. I can find no reputable sources on that 'software' and even MSPs have never heard of it. It might be some customer software that the rental company subleases but it is NOT from Microsoft.

http://www.bleepingcomputer.com/forums/topic422041.html

http://answers.microsoft.com/en-us/...commando/60d0706d-cfcf-484e-a797-e957a0a93fa3
^^In this thread, a MS antimalware specialist is asking the OP to post files for analysis. He, a MS antimalware specialist, has never heard of it. (Stop calling it a Microsoft product)
The last post on Pg1 of that thread cites almost identical information to your quote.
On pg 2, someone points out the timestamps on the malware are very recent, on a machine that had been in the user's possession for 3 years.
 
I told them and wrote down for them on the receipt that they need to install Comcast Norton Security A.S.A.P.
Click to expand...
People are stupid. You can't assume that they will even know how to do this. You have to install it for them. If they refuse then you "read them the riot act" that the warranty is null and void if they refuse to let you install MS Security Essentials or Norton or whatever. Also provide for them instructions on Avoiding Viruses for Dummies. Set their folder options to display file extensions and explain to them NOT to open .exe files. If only a week goes by then I think you have to give them the benefit of the doubt -- unless you reinstalled Windows.
Offer to create a clone backup drive of their system (for a fee).
 
techyguy717 said:
It is NOT Malware.

I confirmed with Aaron's rental company that they originally installed it. They claim it is a way of preventing people from installing unauthorized programs, like LimeWare and alternative Anti-Malware that did not come pre-paid for.

My question is, why would Microsoft Commando Defender have absolutely NO official information at all. There are only a couple rumors about the software on the internet, with no official information. Yet the rental company admits that they DID put Microsoft Commando Defender on the computer.


The following is the ONLY CORRECT information I found from on the internet.

Microsoft Commando Defender

The reason you cannot delete it and antivirus doesn't detect it and you cannot remove it is
because it is registered with those company's and the makers of Commando work with them so they
don't get detected.

Commando is a commercial package installed by a business or lease/rental company's. It is
designed to keep customers they are renting/leasing computers to or employee's from installing
software that is not licensed. So, for example, lets say you have employees and you install
Microsoft Security Essentials on your laptops and you don't want employee’s installing another
package. So, they install Commando and mark other anti-virus packages as viruses to keep
someone from installing something. So, if you have commando loaded then most likely you do NOT
own the computer and are an employee or are renting it. Commando is ONLY sold to corporations
and leasing company's and must be removed once they no longer own it.

If you own the computer, then you need to take it back to where you purchased it and ask to have
it removed. They are required to remove it or they are subject to a $250,000.00USD fine for
every violation. If you do NOT own it then be happy you have the protection because Commando
keeps you safe.

Commando is based entirely around security and antivirus packages. So, if you are
leasing/renting or giving computers to employees, you install a security package and Antivirus
software package. Let's say it's Norton. Now you install Commando and it locks you into
Norton. If you try to install anything else, you will get the Commando popup message saying you
are installing malware. The owner of the computer (rental company etc) can configure it anyway
they like and most install Microsoft Security Essentials and then lock in Commando. But, they
can simply change the setting to Norton, AVG, or whatever you like. They also might block
things like Limewire too because of all the service calls they get with renters downloading a
virus via P2P etc.

If you're an employee, then your employer doesn't want you installing something else. If you
are a Rent to Own customer then your rental company has already purchased and installed anti-
virus software for you. If you are a repair shop trying to remove it then you probably will get
hit with a law suit.
Rental company’s love the product because they are responsible for ALL repairs while you are
renting. Therefore, they block other anti-virus packages with Commando to keep their
service/repair costs down from everyone installing all the anti-virus packages that claim to
protect you. However, if you want to install Norton just take your computer back to the rental
store and ask them to allow Norton etc or to install it for you. You can ask to have it
removed, but they will often make you pay for repairs or even make you pay more. Bottom-line
they just want to make sure you have anti-virus protection and it’s not a trial version that
expires.

The software is ONLY sold to company's so if you have commando then one of the following has to
be true:

1. You are using a computer owned by a company you work for.
2 -Or- You are renting/leasing a computer and haven't paid it off.
3.-Or- You are in possession of stolen property or are a repair shop and the person that gave it
to you does NOT own it.

The reason you don't find anything on it when you search is because there is a $250,000.00 USD
fine if you use Commando on a computer you don't own or don't remove it once the renter goes to
ownership. The makers of Commando offer a reward if you turn someone in and it leads to an
arrest/prosecution. Also the company offers a reward for anyone turning someone in that posts
how to remove it OR ANY REPAIR shop that removes it. Anyone that writes anything that tries to
remove it and does so is most likely committing a crime or helping someone commit a crime
according to what I've been told. Their legal department goes after repairs shop businesses
with a vengeance (I guess that's because it is a commercial business application and they have
to guarantee the product/security). They claim that anyone trying to make or help remove the
program is destroying data on a company computer and is committing a crime which is a federal
offense (at least here in the States). Anyway, it's all based on ownership. If it is installed
and you are trying to defeat it then you don't own the computer, even if you are renting it you
don’t own it (read your rental contract).
Click to expand...

And you know that THIS particular info is correct how?

The software that Aarons (and most of the weekly rental places) puts on computers is to disable functionality if you don't pay your bill, and to trace the computer if you skip town.

The person you spoke with at the rental company likely knows no more about computers than your average customer. Why would you take his/her word as gospel?

http://www.dailyherald.com/article/20110528/business/705289942/

I stand by my original statement. It is NOT from Microsoft, and it IS malware.

Rick
 
You must log in or register to reply here.

Similar threads

britechguy
Current "tech favorites" for mesh WiFi for a large home or business covering about the same square footage
Replies
12
Views
4K
NETWizz
NETWizz
HCHTech
Email authentication help
Replies
7
Views
2K
Sky-Knight
Sky-Knight
Velvis
Cleaned up a scammed computer and a weird command prompt window showed up
2
Replies
26
Views
3K
Markverhyden
Markverhyden
C
Kaseya really screwed me, I must have a way out.
Replies
9
Views
2K
John Kennedy
John Kennedy
callthatgirl
Top 8 New Outlook Issues
Replies
5
Views
917
callthatgirl
callthatgirl
Back
Top