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Virus removal warranty???

By rawfish ·
Hi folks,

I own a small shop and have a customer demanding warranty work be done on a system that was infected with a few Trojans which I removed successfully.

My customer came to me a week later Via a phone call insisting I repair the newly re-infected PC because the AV software [ AVG Free version]I supplied and installed did not catch this new infection, I used this AV software as the customer did not have any AV software of there own.

Does any have any thoughts and perhaps some direction with implementing a clause in my warranty that states what virus removal warranty covers???

Thx

OOOOOHHH ??????Happy 2005!!!!

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by glyall In reply to Virus removal warranty???

The only way you can warranty a PC not be infected is to remove all erthernet cards and modems
so that they can not connect to the web

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by dmiles In reply to Virus removal warranty???

A tough one to call,I would not think that you can warrant the removal of a virus,but you did install a AV software on the machine,to which you would be held responsible.

I donot make a point of installing any software free or otherwise on any customer machine without consent and authorization.

Free software is installed at the users risk

Now back to the question,I would have to eat this one and remove the virus at no cost,but it should be noted that this is a one time deal,and upon the release of system to customer be made aware that he or she needs to purchase AV to protect themselves from future harm,this shall be documented.
And for future reference I would CMA by not adding any type of software that is not purchased and covered by warrenty

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by rawfish In reply to Virus removal warranty???

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