I stopped doing the virus removals all together. I just wipe and reload every time now. 99% of the time if you scratch the virus removals you save everybody money because most of the time you end up failing to remove the virus. Even if you don't the machine isn't going to be 'like new' when you are done. I only want my customers to have a 'like new' computer when I am done. I NEVER want to have to come back. I don't feel right about charging someone twice. Even if it isn't really my fault. Even though I'm warning them... I do basically the same thing though as you. I ask them questions about how they use the computer, "do they you have the disks that came with it?", etc. and "then reason I ask is because there are different ways to resolve the problem and the one I usually recommend is wiping and reloading" . "It's quick, easy, and you end up with a system that is like new. If your system is slow now, it'll be as fast as it was when it was new when were done-or almost probably (as long as you have enough ram /w sp3 / etc av updates), and other problems that you might experience that are artefacts you might still experience from even a successful virus removal won't be present". The thing is though- I usually charge almost as much as the rip off scam artist places like like best buy. Although not the on-site pricing just the 'in-store' pricing. So it is a premium service in that respect at a really good deal considering what they are getting.