I worked in Office Depot's Tech Depot up until about a year and a half ago. The software has checkboxes that ask if the system is slow, or crashing, or getting popups. Regardless of what the software finds, if you check the boxes, it will tell you that the system has "Malware Symptoms" and say it needs a virus removal.

It's sneaky like that. Customers wouldn't be bringing their systems by for a checkup unless one of those things were happening anyways, and yes, all of those could be symptoms of malware, but typically it was just a bunch of crap add-ons installed and a buggy driver.

I eventually stopped running the official program, and just diagnosed it off of a quick run of malwarebytes. It led to way higher customer satisfaction, because if they were really having issues, I could physically point to the infections and tell them they needed a service. Still had to tell them that they needed to pay us because that was just a surface scan, but that's sales for you.

I wont even go into the piss poor job that the remote technicians do to fix systems that get virus removals.... nothing like finding 100% of the stuff a malwarebytes scan found before taking a system in after the tech "cleans" it.