Client may be using pirated AV software - how to approach to sell legit version

[tankman1989]

I have a client who in the past was using software he freely admitted was pirated AV software and being that he was a new client, I didn't say anything at the time but IMO, if you are going to be pirating any software, AV software or the OS would be the last I would pirate.

I don't know how to bring up the issue if he is actually pirating the software or not, but I guess I can offer him a deal on the software and see if he is interested. I don't know if this is a money thing or what as I don't think they are really hurting for money, so I don't know why he would be pirating it.

Any ideas on how to bring this up or find out if it is still illegitimate software? Maybe tell him something about how RAT's (remote administration tool) programs are often integrated into pirated AV software, giving the hacker total control over the computer? Maybe a little real world scare stories?

 

[ComputerRepairTech]

Any ideas on how to bring this up or find out if it is still illegitimate software? Maybe tell him something about how RAT's (remote administration tool) programs are often integrated into pirated AV software, giving the hacker total control over the computer? Maybe a little real world scare stories?

Dont recommend that method

as for checking if legit or not usually license info is displayed some where on the app. if its like a high volume license or corp license you know somethings odd. Which AV is it? not difficult to argue a av brand change theres always something better out there.

Edit: You could argue that one day the updates may stop out of the blue...which is true though most of the time the av advertises that license is invalid but hey u dont have to mention that part.

 

[ComputerPro]

What size business is this? Around here most decent size companies don't want pirated software as they are worried about audits and the penalty costs more than the software costs.
I've ran into it more on the smaller side (local business with 5 systems etc).

I let them know the penalties if caught. And that support could be much higher due to bad products etc. Most of it is usually done by past computer shops that are of the small and shoddy type, as that's kind of a Craigslist thing to do.
If they openly know about it and refuse to remove it then I would prob stop servicing them as obviously they are a nickle and dime penny pinching outfit anyway.
If less than 10 pc's why not MSE?
Prob have to play it by ear really and go with your gut. Just make sure you CYA.

 

[DocGreen]

Just playing devil's advocate here...

Why do you care? Is it your job to police your customers and enforce anti-piracy laws?

On a side note, I've used a "cracked" AV before that was completely safe. Basically all it was is a script that reset the 30-day free trial of ESET Smart Security. Download the trial from ESET, and the "crack" from Piratebay. I'm not saying its right, and I don't still use it. But before you try telling your customer that they're putting themselves at risk, you should make sure they actually are. If they're tech-savvy enough to get their hands on and properly install a pirated AV (pirated software isn't usually easy to install or find), they might be tech-savvy to call your bluff. Last thing you want is to appear unknowledgible in front of your customer.

 

[YeOldeStonecat]

My rule of thumb...when coming across a new client..and I discover "pirated stuff"...I lay out a game plan for them to get legit..over a period of time. I must have an agreement to do so, or I walk out the door and tell them to get someone else.

If a client is so cheap as to take that approach...(pirated software)...don't you think they'll be cheap with other stuff, including your services? I don't want those kinds of clients...this makes it easy to get rid of them. I actually had a law firm client about 2 years ago that I was called to help....I found their server was Server 2000 Enterprise Edition (widely abused by techs through Microsoft Action Pack), their SQL Server was pirated, and all the workstations were home grown clone boxes with WinXP that had the WPA failure during bootup. I laid out a game plan...to get legit, approached them with it...they wouldn't agree, I left. I don't want my name associated with mickey mouse amateur pizza tech hack **** like that! Not to mention just the legality..and have some pride in your work.

Symantec Corporate Edition is a widely abused one I see a lot.
You're losing money by not getting them to purchase legit AV through you.

 

[PCX]

Honestly, I do not service anything that is hacked, cracked or pirated, especially Windows OS. I tell them that they either go legit or go somewhere else. That said, it does not sound like he is asking you to troubleshoot any issues with is pirated AV or OS, so the best you can do is warn him about the dangers of using a pirated copy of the AV and let him learn the hard way if he has to. I would not suggest in any way that if you are tech savvy that it can be safe.

 

[ComputerRepairTech]

Symantec Corporate Edition is a widely abused one I see a lot.

jokes on them, they the ones getting abused

Edit: Assuming you are referring to this one

and not end point protection

 

[altrenda]

Pirated or cracked AV from TPB. What could possibly go wrong?

"If they're tech-savvy enough to get their hands on and properly install a pirated AV (pirated software isn't usually easy to install or find), they might be tech-savvy to call your bluff. Last thing you want is to appear unknowledgeable in front of your customer."

What kind of bluff and knowledge are we discussing? Any 12 year old with an internet connection can find pirated software. As a professional I like to think of myself a little higher than that. And I won't be put in a position to tell a customer that its safe. If a client wants to go that way, they are on their own.

 

[Mercenary Roadie]

If they are willing to steal from someone else, what makes you think they won't do it to you someday?

Use what every terms and words you feel most comfortable with, but tell them you will not support stolen software or the machines it is running on and them offer them a plan to correct the situation.

You might lose a client, but do you really want to be associated with that type of client anyway?

 

[ElementalWindX]

My rule of thumb...when coming across a new client..and I discover "pirated stuff"...I lay out a game plan for them to get legit..over a period of time. I must have an agreement to do so, or I walk out the door and tell them to get someone else.

If a client is so cheap as to take that approach...(pirated software)...don't you think they'll be cheap with other stuff, including your services? I don't want those kinds of clients...this makes it easy to get rid of them. I actually had a law firm client about 2 years ago that I was called to help....I found their server was Server 2000 Enterprise Edition (widely abused by techs through Microsoft Action Pack), their SQL Server was pirated, and all the workstations were home grown clone boxes with WinXP that had the WPA failure during bootup. I laid out a game plan...to get legit, approached them with it...they wouldn't agree, I left. I don't want my name associated with mickey mouse amateur pizza tech hack **** like that! Not to mention just the legality..and have some pride in your work.

Symantec Corporate Edition is a widely abused one I see a lot.
You're losing money by not getting them to purchase legit AV through you.

100% with you on this.

 

[smashedbotatos]

In my case.....pirated software is a no go.....home user or business user.

I start by asking if they knew it was illegal, and explaining to them that it is illegal or pirated.i tell them I can get them a legal version, and remove the pirated version. i explain to them that removing/replacing the software is important and try to work with them if it is a monetary issue.

If it is an AV, and they don't want pay for a new license. i get them a Free version of Avast!. If it is Office, or a Windows OS, i tell them there can be risks involved such as virus infections and the like from cracking programs.

Other than those its a case by case basis depending on the software. If they are having an issue with Photoshop or an Adobe product that is illegal, I explain to them I do not repair pirated versions.

If you explain the implications, and explain that you don't want to leave it the way it is because you are a professional and have a reputation to uphold. They are usually understanding.

If it comes to them arguing with you about how it is fine to use pirated software. Explain to them it is against your terms of service and kindly refuse their business.

Edit :
Computer Repair Customer Service 101
Don't act like a snarky smart ass
Don't treat them like a criminal
Don't argue, explain calmly and resolve.
Don't talk down to a customer as if they are a kindergartner.
Always reserve the right to refuse business.
Always give the customer what they wan't if possible.
Always keep your cool.
Always refer "tough" customers elsewhere. Namely Best Buy/Staples.....

 

[JustInspired]

What gets me is all the boxes with legit COAs for XP Home plus Vista and Windows 7 Home Premium machines that come in to us with XP Pro (volume licence) and Vista /7 Ultimate versions with activation issues and cracks.
Nine times out of ten it's an upgrade done by a friend in the know because it's "better" than what they had on there before.

Reverting to the previous version of Windows is not an option so a nuke and pave is in order.

A little knowledge is a dangerous thing.

 

[HawkinsPC]

What gets me is all the boxes with legit COAs for XP Home plus Vista and Windows 7 Home Premium machines that come in to us with XP Pro (volume licence) and Vista /7 Ultimate versions with activation issues and cracks.
Nine times out of ten it's an upgrade done by a friend in the know because it's "better" than what they had on there before.

Reverting to the previous version of Windows is not an option so a nuke and pave is in order.

A little knowledge is a dangerous thing.

This a hundred times over!! There's an older gentleman in town (his shop closed down a while ago) and this is what he does. People are still pretty loyal to him, but his botched jobs are rolling in.

 

[marley1]

Very hard to do in small business. I try to eventual upgrade and get the stuff out of the company. Biggest I see is Office, so computers die and new ones get ordered and preloaded with office 2010 and acrobat

If its hacked antivirus I just remove and put mse

Just let the company know and that you need to start going in right direction

 

[YeOldeStonecat]

Very hard to do in small business. I try to eventual upgrade and get the stuff out of the company. Biggest I see is Office, so computers die and new ones get ordered and preloaded with office 2010 and acrobat

If its hacked antivirus I just remove and put mse

Just let the company know and that you need to start going in right direction

What's up wanker?

 

[DocGreen]

...What kind of bluff and knowledge are we discussing? Any 12 year old with an internet connection can find pirated software. As a professional I like to think of myself a little higher than that. And I won't be put in a position to tell a customer that its safe. If a client wants to go that way, they are on their own.

The point I was making was... if some PC tech had tried to tell me 6 years ago that my cracked antivirus wasn't safe, I would know they were full of it. If you're going to try to convince your customer to ditch their pirated AV, make sure you're on your game. Research the crack/hack they're using so you know how to go about approaching the issue. For example... the AV I was using was a trial version of ESET. It was downloaded from ESET and was completely clean. The "crack" simply added an event that reset the 30-day trial counter. With that kind of crack you can't say "oh, well, your computer isn't safe! that software isn't legit, and hackers can access your computer at any time!" because that's just plain not true. In THAT instance, you would want to say something like "Eventually ESET will catch on and will release an update to patch that hole, and when they do you will be left without a proper AV."

All I'm saying is, you should actually know what you're talking about because I'm guessing none of your customers are actually 12 years old.

Another point I was trying to make is, why is it our job to enforce copyright laws? I'm not saying we should support pirated software... quite the contrary actually. If a customer came to me with an unlicensed copy of Windows and said "my computer won't download updates"... I'm not going to crack their Windows for them. I'm going to tell them "hey, sorry... this is pirated. I can't help you with it." At the same time, if a customer came in with a pirated version of windows and wanted a hardware upgrade, I'd be more than happy to help them. I would, however, still make sure they were aware that they were using pirated software.

As far as being able to trust a customer who uses pirated software... it doesn't concern me for two reasons. 1) It's a hell of a lot harder to steal from someone who's right in front of you. 2) They're not getting their computer back until they pay me... so... what are they going to do?

 

[Disposable_Me]

I personally don't care. I'm not going to judge customers. I only start caring when they ask me to reinstall it and insist it was legit. Then I steer them towards a legit copy or some free alternative.

The only negative effect of piracy, is actually downloading it because you can get a virus. If you didn't get a virus, then there's no difference between that and legit version.

 

[YeOldeStonecat]

I personally don't care. I'm not going to judge customers. I only start caring when they ask me to reinstall it and insist it was legit. Then I steer them towards a legit copy or some free alternative.

The only negative effect of piracy, is actually downloading it because you can get a virus. If you didn't get a virus, then there's no difference between that and legit version.

IMO..there's quite a bit more as far as negative impacts from piracy...if I give this topic enough time I can write a long list of 'em...but immediately comes to mind are the following:
*Example...Microsoft Windows....Microsoft updates won't happen as they should. Thus the system becomes more exposed to risk. We...as IT support for businesses...effectively have our hands tied in being able to do a professional job on maintaining a secured and protected network. Major fault right there!
*Support...you have a problem with XXX software...and you have to call for support, either reading them the key ..or having them remote in to fix things..."Whoops...illegal software, we cannot help you!". Yeah...there's some egg on your face as a tech. Now I know as far as Windows desktop operating system or Microsoft Office...probably all of us here have never called Microsoft for support on those. As for antivirus..I've been on the phone with Symantsuck and McCrapee and Eset support at least once each (mostly with servers). And at least a couple of times at year I'm on the phone with Microsofts upper level server support for their servers...and often doing their easyassist remote. Big rule of thumb for me...any clients I take care of must run supported main applications....and by supported I mean legit and as with line of biz apps...keep their yearly support contracts up to date.

If you're starting out as a business and need clients...or you're slow and starving and need clients....I guess you gotta do what you gotta do..and can't turn these types of clients away. But I don't want these types of clients...evident in how I turned away that law firm client last year...their entire network was grossly pirated....all of it. And they showed no interest in making it legit. To me..that's a bottom feeder client...I don't want to cultivate that type of client base.

 

[PCX]

And they showed no interest in making it legit. To me..that's a bottom feeder client...I don't want to cultivate that type of client base.

Exactly! Those are the customers you do not want. If you are just starting out, don't start out desperate . . . in the very least don't start out using desperate measures. Start out with high standards and decent prices and stick with it. Sure, your business may grow a little slower, but your customer base will be of much better quality and more likely to stick around. Those who pirate or are bottom feeders are more likely to switch to another shop or go to their friend (who will pirate for them) when your prices have to change in the future or when you decide to go completely legit with your business and standards.

 

[hightechrex]

File sharing is a grey area and unless your an authority you really should mind your own business. Your in the business of fixing and repairing computers. If your job doesn't involve interracting with the program I think you should leave the client and their "illegal" software alone. Of course, if it does.. then you can inform them of the dangers of using such software. It's not your job to regulate your client's activities. The world is full of enough people trying to police everything we do.