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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 p.j.hutchison In reply to Virus removal warranty???

New viruses are out all the time, it would be more efficient to show the customer how to keep virus software up to date and how to remove infections, than waste time going back and forth to your shop!

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by paul.n In reply to Virus removal warranty???

As you supplied the AV your are somewhat stuck I would have thought. Tell your customers that they must buy their own. Most of the big names offer trial periods. If they want or agree with you in installing the AVG. Then warn them you are not liable for viruses not picked up.

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by cp7212 In reply to Virus removal warranty???

I read this and remember when I used to consult. I had a business contact me to set up a peer-to-peer network for him. His mother company insisted their software would work with Win98 (he had Win95). I set up the network and the software wouldn't work. As a sign of good business, I worked with their tech support on this.

To make a long story short, I travelled about 25 miles round trip to this site six times (no charge) because tech support always wanted him to try something and he wanted me to do it. Finally, I told him this was going way beyond the point of what he hired me to do and I was done. Luckily I kept all of my records of what I did for him. He never pursued it further.

I would inform your customers of the dangers of viruses, spyware, and web-surfing. Offer to put AVG on their machines as a sign of good will and show them how to update it in return for them signing a form that you have explained to them about viruses and spyware, the machine is clean, and you have answered their questions.

I have found that most people are good about this and the ones that aren't, you probably wouldn't want to do business with anyway. Good luck.

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by rawfish In reply to

Poster rated this answer.

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by rawfish In reply to Virus removal warranty???

Thanks you all for the valued input. It truly is appreciated. The customer in question was informed of the potential dangers of infection while surfing the web and stated they did not have the means to supply their own AV software. I suggested the AVG option and it was happily accepted. As part of what I consider to be good business practice I will always show my customers how to update the AV software and answer any questions.

Thanks again !!

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by rawfish In reply to Virus removal warranty???

Thanks you all for the valued input. It truly is appreciated. The customer in question was informed of the potential dangers of infection while surfing the web and stated they did not have the means to supply their own AV software. I suggested the AVG option and it was happily accepted. As part of what I consider to be good business practice I will always show my customers how to update the AV software and answer any questions.

Thanks again !!

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by rawfish In reply to Virus removal warranty???

This question was closed by the author

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