What should I charge customer?
by techyguy717 - 11/26/11 11:14 AM
I fixed a fairly easy Malware for a customer last week. They did not want to give me their Comcast Email or Password for the Free Norton 360 Protection. I told them and wrote down for them on the receipt that they need to install Comcast Norton Security A.S.A.P.
They bring in the computer again today with a new Malware. Infections are much tougher this time.
They insist that they installed Notron. But I tell them that they only installed Comcast Constant Guard. This on it's own is NOT an AntiMalware protection. They need to install Comcast Norton like it was printed on my receipt. They keep insisting that they had an icon for Norton.
I looked at their Program Files, Program Data, Program List and Desktop. I do NOT see Symantec or Norton anywhere. Not even empty Hidden Folders. (But I do see an installation folder on the desktop, it appears that Norton Setup was never run.)
Although My work comes with a 30 day guarantee. It basically says that it ONLY covers MY mistakes, if I make them. They keep insisting that Norton was installed before they got this new malware.
I want to have a happy customer, but I don't fix the mistakes of others for free. This new Malware is especially persistent. Considering I only charged them $45 for the first time removal of an easy virus. How would you charge them?