What should I charge this customer?

[Tony_Scarpelli]

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?

This happens to all of us.

We handle it this way. We sell the restore. Once done we call them to tell them it is done and ask what antivirus they want? They tell us they have norton or what have you and we tell them that we can install one of our free personal editions which are often better than the paid subscribed antivirus free or charge but we charge for our time to do this. If they pay us to setup the antivirus we also do all updates from ms and update the antivirus and then and only then do they get a 30 day warranty against future malware.

So in effect they are paying not only for that time to install it, configure it, do updates and insure the computer is as safe as possible but that also get a piece of insurance against reinfection.

If you feel guilty then charge only 1/2 price to do the work the 2nd time but this time put a free antivirus on it and tell them to remove it only after when they have installed their nortan360. But make sure they understand you are doing them a favor as it was not your responsibility to do this since the computer left your hands unprotected.

 

[Tony_Scarpelli]

Sounds like a reinfection from the original virus.

its possible if they put their old data back it was infected.

 

[Cornerstone Technologies]

we can install one of our free personal editions which are often better than the paid subscribed antivirus free or charge but we charge for our time to do this.

Not to be a dick, but I have yet to find a FREE antivirus that is better than its paid variant.

 

[NWPhotog]

Not to be a dick, but I have yet to find a FREE antivirus that is better than its paid variant.

I think he meant a free AV like AVG or such that is better than the customer's paid one such as Norton's, McAfee, etc.

 

[red12049]

you are both right. the btCommando doesn't come from Microsoft, it comes from these folks, http://www.pcrentalagent.com/ and it is security software for rental computers. very hard to find out much about it.

It is not malware, although it acts like it.

Can't find that name, but would appear you are correct. I stand corrected.

Rick

 

[rsarceno]

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?

Here's what I would do if I was you.

Don't charge for the second repair assuming it's only virus removal.

Change your policy and let them know that your 30 day guarantee is voided if the system left your shop without anti-virus protection.

$45 is not a lot of money to lost a customer or referral.

__________________
Roel

Sarceno Network Consulting
http://www.snccomputerrepair.com/

 

[Rosco]

Not to be a dick, but I have yet to find a FREE antivirus that is better than its paid variant.[/QUOTE

what paid program do you use? i find antivirus is a waste of money. I rather have a nice cocktail of free programs.

though i do really like vipre for a paid one..