Scam 1
You’re checking email or browsing your favorite sites when all of a sudden the screen is filled with a dire message:
“Your computer is severely infected with dangerous viruses. Immediate action is required to remove these threats. Do NOT turn off your computer. Call the Microsoft technical support phone number below for help!”
You can’t “X” out of the message on the screen and other common techniques for “unsticking” a stuck computer such as CTRL-ALT-DEL don’t work.
Scam 2
After answering your phone, you hear the following:
“Hello. I am a Microsoft support engineer and our network security programs have detected that your computer is severely infected with dangerous viruses. Immediate action is required to remove these threats. Do NOT turn off your computer!”
It’s All Part of the Ruse
In either scenario, the scammers next persuade you to grant them access to your computer via a remote support website. Once connected, you’re shown a number of files you’ve never seen before and are told these are very dangerous and must be removed immediately.
The technician then explains, “We need to install high-power anti-virus and anti-malware programs. Then you’re quoted the price for 1, 2 or 3 years of “protection.”
This is Where You Get Into Big Trouble
If you agree to purchase the protection, you’re asked for your credit card information, or, to save a few dollars, your bank checking account number and routing number. Once the transaction is confirmed, you’re assured everything will be OK.
Avoid Trouble by Asking Yourself These Questions
Most people have, at one time or another, needed to contact some company’s tech support. Usually you have to wait; sometimes for a long time. Do you really think Microsoft has people sitting around watching for problems with your computer? Do you further imagine that a technician then sends your computer a crippling screen message or calls you to provide immediate assistance?
Have you ever heard of the protection software the technician wants to install on your computer? It certainly won’t be a well-known anti-virus such as Norton, McAfee, AVG, Avast or a dozen other good quality programs. And it won’t include well-known anti-malware software such as Malwarebytes, Spybot Search & Destroy, AdAware, Super AntiSpyware or a dozen other tools.
Does the price seem reasonable? There are many free anti-virus and anti-malware programs and the paid programs typically cost $49-$69 per year and may provide coverage for up to three computers at your home or facility. If you’re quoted $149-$299 per year for this unfamiliar software, does that make sense?
(I suggest you think about the quoted price in terms of purchasing a new computer. A typical new desktop computer can be had in the range of $350-$450. If you were quoted $897 for three years of protection, that same dollar amount could buy you two new computers.)
Did you ask about the refund policy? With most purchases, especially those resulting from unsolicited email or phone calls, consumers have some refund or money-back rights. Some “technical help” operations will even provide a contract for you to review and (electronically) sign. Did the refund section indicate you are entitled to a FULL refund within a defined number of days; typically 3 to 7 days? If a FULL refund is not mentioned, how much will be refunded if you decide you want to cancel the purchase?
If you are running OS X (and not Windows), why are you talking to someone about Windows support?
The Scammers’ Big Advantages
The weapons used against you at the outset of either scam were surprise and fear. I hear it often from my clients, “The phone call came out of the blue.” “It was on my screen when the computer started.” “They said my computer would be ruined if I didn’t act fast.” “They said my computer was violating laws regarding Internet use.”
These Are Your Secret Weapons
Calm thinking, a little research and your computer’s OFF button.
Your Steps In Case of Scam #1
- Write down the company name and phone number that appear in the scam screen message.
- Turn off your computer in the usual way. If that doesn’t work, press & hold the power button for 5 – 6 seconds.
- After you power up again, do an Internet search on the “assistance” company.
- Do an Internet search on the phone number on the screen. There are many sites that catalog phone numbers of suspected scam operations.
Your Steps In Case of Scam #2
- If they called you and want to connect with your computer, ask for a call-back number so you have time to research a bit. If they will not supply a call-back number, hang up!
- If things sound legitimate, ask for the product name(s) or provider(s) of any software you are asked to purchase. Then ask for a call-back number so you can research the software.
- Ask about the refund / cancellation policy. If they have a refund policy, ask how much will be refunded. Does recovering just $400 of your $600 purchase seem like a fair refund?
- Contact a technical support person or company you know and trust (like PC Assistants). Describe what happened and ask for an opinion and advice. Since the scam operators typically work a specific area code or codes, local support operations are likely to have encountered the scam already.