Had a customer call me the other day it seemed their computer had a Trojan Virus on it. Not too out of the norm. But, the person had recently (about 2 months earlier) purchased a copy of Norton 360. So in the customers mind they were protected. Norton did catch the Trojan and even said it could not fix it but all you had to do is download this other program they have and it would take care of it.

So after the customer downloaded it and let it run for about an hour it returned a message saying it could not remove the Trojan. Now the customers mind it should of worked so they called Norton (an ordeal in itself) and after hours of being on the phone was told “For $100 we can connect and do it for you”. Their response was why would I pay you $100 when I just purchased your program. The reply was “sometimes the fix works and other times is just won’t work and we have to do it manually”…..On every level this is crazy……

Needless to say the customer was not going to pay them another $100 hence the phone call to me. Went there and took about 30 minutes and got it taken care of.

 Just another reason that I am not all too keen on Symantec products.

Dan
Computer Repair Business Lessons Learned