Fee to fix a computer that was just repaired for the same issue.

[Seth1968]

I'm wondering how you other techs would charge in this situation.

About a week ago, I cleaned out computer that was filled with PUPS. It's back in today, and now again has about a dozen PUPS that were all installed yesterday.

Would you still charge a full disinfection fee?

[revelations]

Half price - plus something to keep client from doing this again.

Malwarebytes has PUP prevention .... just my opinion ... lol

[Seth1968]

I tell them all how to easily avoid PUPS, but some just either forget, or let others who don't have that knowledge use their computers.

I know of no program that can prevent most PUPS. I've cleaned PUP infected systems that have had every antimalware program imaginable, yet the antivirus completely ignores them.

I suspect it's a legal issue, as PUPS are intentionally installed by the end user.

[A790]

Absolutely charge them. Just because they came back so soon doesn't change the work you need to do.

[Seth1968]

Originally posted by A790
Absolutely charge them. Just because they came back so soon doesn't change the work you need to do.

That's what I'm leaning towards. Besides, even if I wanted to give some sort of compassionate discount, where is the line drawn? 1 day, 1 week, 1 month?

[Disoblige]

You could charge them, but I would not charge them full price at all. It's all about return business man. If they seem to think you're giving them a break and they keep coming back and refer friends to you, you're gold. Give them a reason to want to come to you. Why would they if you keep charging them full price? Maybe one day they'll go down the road instead just for kicks.

[Strider]

Sell them a subscription service or a "10 for the price of 8" booklet. They get a discount and you ensure repeated business, win-win.

[Joe-G]

I'd charge, but not the full price. Instead, you could educate him on the shit he shouldn't be doing and why his computer is filled with a bunch of crap again.

If he comes back a third time, I would charge in full.

[Seth1968]

Originally posted by Joe-G
I'd charge, but not the full price. Instead, you could educate him on the shit he shouldn't be doing and why his computer is filled with a bunch of crap again.


It's easy to avoid pups, and I successfully teach all my customer's how to do it. But yesterday, her daughter came over and used the computer, and wham, about a dozen pups installed in that one day.

[revelations]

... or sell them a Mac Mini (600$)

[Seth1968]

Thank you all for the replies.

I just spoke with the customer.

I suggested 1/2 price, and her daughter visits me for some education on how to avoid pups. I also stated that if it were to happen again, then I would charge full price.

I said all that to her in a much friendlier manner than the above, but anyway, she's all :thumbsup: with it.

I still don't know if this was the right decision, but in these type of scenarios, I doubt a wrong or right exists.

[BigMass]

Originally posted by Seth1968
Thank you all for the replies.

I just spoke with the customer.

I suggested 1/2 price, and her daughter visits me for some education on how to avoid pups. I also stated that if it were to happen again, then I would charge full price.

I said all that to her in a much friendlier manner than the above, but anyway, she's all :thumbsup: with it.

I still don't know if this was the right decision, but in these type of scenarios, I doubt a wrong or right exists.

you made a call, your customers are happy with it, win/win. Even if you undercut yourself, a happy customer can go a long way. Just make sure to tell them its a one time thing and next time you'll have to charge them full price.

[rx7boi]

Nice work, that's a good call and both parties win. Technically, the price you originally charged is for said service and said service only.

I am actually surprised that you're surprised that people are this bad with computers.

In this line of work, this kind of thing doesn't come to everyone as second nature. What's easy for you might not be easy for them.

The education part is a good tactic.

[botox]

Seems like you are running somesort of company doing this so it's best to keep the customers happy especially when it's not costing you a fortune. Consider the discount a marketing investment as word of mouth does indeed go a long way.

I've been in IT for over 10 years now and the amount of people who are tech savy are still heavily out numbered by the people who are not. I remember teaching a guy about Ctrl V and C and I was basically his best friend that day.

[Seth1968]

A side note.

PUPS are delivered via deliberate deception.

Should this not be illegal?

Is this a matter of buyer beware or no jurisdiction for other countries?

[A790]

What are PUPS exactly?

[firebane]

Think of it this way.. .If you don't charge they see it as a free service and come crying anytime they have an issue.

By charging them they'll realize that ain't so and may take precautions next time.

[Xtrema]

Originally posted by firebane
Think of it this way.. .If you don't charge they see it as a free service and come crying anytime they have an issue.

By charging them they'll realize that ain't so and may take precautions next time.

My take as well. Full charge or they will never learn.

[01RedDX]

.

[Mitsu3000gt]

Handled well IMO.

All subsequent times though, full charge. And because of your favor this time, they will likely keep coming back at full price.

[spikerS]

Originally posted by A790
What are PUPS exactly?

PUPs = Pop Up Program.

They are all over the place. When you install one program, like say some anti virus, when you go through mashing the next button to get it all installed, you missed the screen that had a check box to install some other random program like some weird search bar, or setting a home screen to whatever, or whatever they want the PUP to do.

[GTS4tw]

Originally posted by spikerS


PUPs = Pop Up Program.

They are all over the place. When you install one program, like say some anti virus, when you go through mashing the next button to get it all installed, you missed the screen that had a check box to install some other random program like some weird search bar, or setting a home screen to whatever, or whatever they want the PUP to do.

This is incorrect. The correct answer was on the last page.

[rx7boi]

:rofl: spikerS

[blairtruck]

Originally posted by GTS4tw


This is incorrect. The correct answer was on the last page.
so where is the answer if your settings make it so your still are on page one.

[spikerS]

Originally posted by GTS4tw


This is incorrect. The correct answer was on the last page.

No, not really, same acronym, but I called it a different name.

http://searchsecurity.techtarget.com/definition/PUP


A PUP (potentially unwanted program) is a program that may be unwanted, despite the possibility that users consented to download it. PUPs include spyware, adware, and dialers, and are often downloaded in conjunction with a program that the user wants.

I use my definition as for people not in the know, a pop up is something they already understand and makes it easy for me to explain it.

[GTS4tw]

Originally posted by blairtruck

so where is the answer if your settings make it so your still are on page one.

if your still are on page one then I suggest propane.

[Seth1968]

Originally posted by A790
What are PUPS exactly?

A PUP can be any sort of infection, but the term typically refers to the delivery method. PUPS are by far, the most prevalent "type" of infection.

The two main ways to get PUPS:

1) When you update or install just about anything, watch the screen for the check boxes that say something like, "Also install Driver Support,Advanced System Protector, or whatever". Make sure you uncheck those options.

2) Fake Java and Flash updates. If an update request comes from the desktop, then it's legit. However, just about every Java and Flash update you see on the web is a PUP in disguise.

[R!zz0]

Originally posted by A790
What are PUPS exactly?



Originally posted by 01RedDX


Potentially Unwanted Programs


I thought it meant "Pop up porn"