My
company does virus removal. We don’t offer warranties (nor does
any of our competition) because all it takes is one click on an email or wrong
website, and the computer is reinfected. That’s just part of the cost of
running Windows. We allow that if the computer has viruses or pop ups the day
after we fix it, it’s possible we just missed something (rootkit, technician
error etc), and in that case we’ll do a free follow up.
On
the other hand, some people are idiots. This exchange happened six weeks after
a virus removal.
Client: I’m
just not very happy with the service you provided. You came out (she’s
determined it was me personally, even though I don’t take service calls
anymore, but I play along) and everything was fine for a couple weeks, then I
started getting pop ups again. Now I think I have a virus. And I don’t think I
should have to pay again to fix it.
Me: We don’t
warrantee virus removal, but I could give you a discount on removing this
virus, and hopefully track down where you’re getting them from so you can avoid
re-infecting your computer.
Client: But I’ll
have to pay again?
Me: Did the
computer work properly after I left?
Client:
Yes, it was
fine for two weeks, then I started getting pop ups.
Me: Ok, well
the job was clearly done properly, so it’s possible some of your browsing
habits re-infected the computer. However, I can understand how this is a
frustrating scenario for you, so I can take 20 dollars off the follow up, or
even do it for half price if you drop it off to one of our technicians.
Client: I’m
just not very happy with the service. I called Comcast and and they said I
shouldn’t have let that guy access my computer, but I don’t think you guys did
a very good job.
Me: Hold on,
you let someone access the computer?
Client: Yes,
a pop-up said it was Microsoft, and I had to call a number.
Me: And you
called it?
Client: Yes,
and the guy I let on my computer was very nice, but Comcast says he wasn’t
really from Microsoft.
Me: So you
saw a random pop-up, called the number, and logged the hackers into your
computer intentionally?
Client:
Yes.
Me: Ok, well
clearly that is not something we will cover, we don’t warrantee “I
intentionally logged hackers into my computer to install viruses” and we will
need to charge you full price to fix that.
