[BBCMember]

About three weeks ago, I fixed a client's computer. It was pretty infected with viruses/spyware/malware, but I was able to clean it. They were slow in paying me, and I actually had to call the client who referred them to me to have them call this client and ask that they pay me, which they did.

A couple of days ago, I got a call from this client. At first I did not hear what the assistant was saying, so the client thought I wasn't going to help and chimed in and said the computer has been slow since right after I fixed it (which is false), and that they could not access her AMEX account online, and that they would like it fixed. I said that I was out of town (was away for T-Day), but I would be willing to help their assistant over the phone.

It was a quick fix. They just had to use IE instead of Firefox for AMEX. Took less than 1 minute to diagnose. After that, the assistant thanked me and we hung up. The assistant did not mention that the system was slow, nor did she ask me to fix it.

Today, I just got a call from the client stating that they now have a Trojan Horse. It popped up a few days ago. They also mentioned, again, that it has been slow ever since I left. The client that referred this client told me that this client is the type of person to say whatever they need to say to get what they want. And they are obviously not being truthful about when the computer became slow.

So, my question is, how would you guys handle this situation? I don't want to do any more business with them, but I also don't want any problems from them in the future if they truly believe that the system has been slow since I left, or if they feel they have to be consistent with what they are saying and take action, even though it is not merited.

I also don't want the business between me and the first client to be affected, but the first client does know what kind of person the second client is, and knows that they were slow in paying. So, I assume the first client would understand.

If I do choose to go over and help, how do I prove to them that their assistants are screwing up the computer? The last time I was over, it was obvious that someone went to some adult sites, and it really messed with the computer. They had deleted the history to cover their tracks. Not sure if they deleted the cookies, but I did not need to prove anything, so I didn't look.

Where are the cookies kept for IE 7? The location that I found when I did a search is C:\WINDOWS\system32\config\systemprofile. And where are the cookies kept in Firefox?

What would you do?

[lunarlander]

I think its best to be straight with assistants and tell them how risky some sites are, that they inject spyware and other malware. You can help them decide which sites are safe by installing Mcafee's free Site Advisor. It marks google responses with either a green checkmark or a red cross. Just bring the subject up casually as in a short lecture of how to avoid malware. That way, they know that you know about the risky sites they've visited, and it gives them the option to avoid those things in the future.

[computertechie]

I sympathise with you there BBC. I have similar problems with some customers. They'll blame you for anything - even if it was the computer in the basement started playing up after your visit, even when you didn't go near it!

Maybe the virus/trojan wasn't actually cleaned up properly, so you may need to go back there.

Maybe start by running CCleaner - after hitting the analyze button you can see a list of cookies to be cleared - you can usually see straight away from the results list of someone has been looking at naughty web sites. If they have, grab a screenshot and print it out.

Run the cleaner bit on CCleaner anyway to clear the temp internet files (sorry I don't know where Firefox cookies are, do a Google search). Make sure to untick recently typed URL's and document history to avoid complaints.

Do a virus scan with NOD32 as that has the best detection rates (you can use the 30 day trial). Then get the MS updates applied to patch any security holes. Maybe even install Spybot and immunize it (make sure you disable the TeaTimer function during installation or you'll get phone calls after you've gone).

But you may find the only way to get the computer A1 is to wipe the thing clean and set up from scratch. But that's a pain when you're doing external support and the customer is paying an hourly rate. But sometimes is the only way, get MS updates installed and virus/spyware protection installed and updated before the customer touches it.

Also give them advice on not clicking on dodgy links emailed to them, don't use adult sites or file-sharing programs, etc...

As for not wanting to do business with this customer again, I know that feeling all too well. But the problem is that small businesses do talk to each other, and that they do talk about bad experiences with IT support.