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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 BFilmFan In reply to Virus removal warranty???

I'd advise him that no service organization in the country will provide him a warranty against viruses. Even the anti-virus software vendors won't do this.

And yes, you should have the tools to remove most common infections and charge the client a fee to remove them. The fee is not a guarantee against further damage, just as the auto shop does not guarantee their work if you wrap the car around a tree.

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by longennamer In reply to Virus removal warranty???

I feel your pain. We just had a customer that called the owner, mad that their computer was not working because of spyware. Their thought it should be warrantied because I was there a few months earlier and reinstalled windows because they had so much spyware. I guess they forgot that they didn't want to pay for me to install anti-spyware software.

My boss just had to tell them there was no way we could warranty their internet activities. There is no way to prevent their actions from doing harm to the computer. Especially since this customer was downloading search bars, freebies, etc.

So basically, due to the constantly changing threats associated with the Internet, you cannot be held responsible for damage or harm caused to a computer. You gaurantee to deliver the computer virus free, and install and configure software for protecting from viruses and other threats. You cannot be held responsible for damage or harm caused by software bugs or threats not yet detected by the software. The only way to gaurantee that a computer will remain virus free to not connect to the internet.

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