I had a rogue program, later identified as a misleading application on my computer which is "protected" by Norton 360 with up-to-date Norton Antivirus. I called Symantec, talking to technicians in India and the Philippines. First they wanted to charge me $99 for something their program is supposed to protect me from. Finally a supervisor gave in and said a technician would call within 24-48 hours and fix the problem at no charge. 72 hours later, I called back and got a supervisor, this time in India. After going around about what was promised, he said he would put me through to Customer Relations, and would NOT put me on hold.
I think I would still be waiting for the call transfer if I hadn't finally hung up. Symantec, get your act together. Stop outsourcing. Put solutions to know problems on your updates or let us know how to prevent such problems BEFORE they occur. Right now, I consider you to be a company without honor. How can we possibly trust your products if you do not live up to your word. If you have to, hire these people who develop these ugly programs. They seem to be ahead of the game and ahead of your technicians.
GLENS FALLS, NEW YORK -- Symantec/Norton (one name must be an alias!) has to be the worst company around. I have the feeling their "customer service" is really non-existent. I downloaded and paid for a security system for my PC on January 27th, 2008. The subscription was to run through Feb. 3rd, 2009. On April 18th, I started getting notices that my Symantec/Norton function was due to be renewed. Thus started my quest to contact Symantec/Norton to straighten out the problem. Forget it. It is such a scam.. I am going further with my complaints, and posting negatives and warnings about this company everywhere I can. I hope they get out of business.
The website is inactive, the emails are all form responses from a place called "digital river" - it is like they are in a river! They gave me a website address that didn't exist. I will never buy another Norton or Symantec product again. I was amazed (when I got to your site) at the number of complaints about this company, but I think we need some solutions. They should be shut down and not allowed to do business on the ISP's. I was never for regulation of the internet, but it is companies like this that will force regulation to happen. Boycott Symantec/Norton, and for those about to choose a security system, do yourself a favor, and don't get Symantec/Norton!
OXNARD, CALIFORNIA -- Several months ago the motherboard fried on my desktop PC. After replacing the motherboard and reloading the OS (Microsoft XP) I attempted to load Norton AV-07. The software informed me to contact Symantec regarding the license as it needed to be authenticated. This was also the case with Microsoft as the OS needed to be validated; a very simple process. Getting the OS completed was a snap. Symantec on the other hand informed me that there was nothing that they could do given that all three licenses had already been registered. I also had Norton installed on my wife's laptop and on my school laptop.
After explaining that I had just replaced the motherboard and only needed to be validated, as I had the original key and licenses, the support services told me basically to get lost, nothing they could do. I reviewed their policy regarding hardware failure and it was not addresses. I spoke to a few people and they thought that maybe I had just talked to the wrong person so I tried again, same story. I removed Norton Anti-Virus 2007 from ALL my computers along with System Works and sent the CDs along with the keys back to their World Headquarters in Cupertino, CA. I will never buy nor advocate another Symantec product again.
I was notified by Symantec that they were going to "automatically renew" my subscription. If I didn't want the automatic renewal I should go to a specific website and click on the "Do not Renew" button. Well, problem is that the "Do Not Renew" button doesn't exist! So I responded to their email saying I did NOT want to renew my subscription. Naturally that email, and subsequent emails sent to Symantec, were ignored.
Today I found out that they charged my credit card so now I have the pleasure of contacting my credit card company and going through the motions of removing that charge from my card. The problem is that I think their product is decent, it's just their business practices that are questionable!
I have just read a review concerning Symantec crashing a person's computer. It was like listening to myself. I feel sorry that someone else is being maltreated by this company. However, I feel a bit better knowing that I am not on my own. Here in the UK I have not had a lot of consumer problems but companies like Symantec will eventually destroy all our credibility in the Internet shopping scene. Other retailers should gang together & stop them from ripping people off. Symantec do not have a complaints procedure. In fact they do not seem to recognize the word. Their people are just taught to be condescending & polite in the extreme. It is sickening.
I needed to take my Dell desktop in for repair to Best Buy, aka, Geek Squad after purchasing it only 15 months previously. It could not start up, and after 6 weeks of trying to find the source my motherboard needed to be replaced. It seemed to work fine till I purchased and downloaded Norton Internet Security Software after just a couple of days. I removed it and reinstalled but now my computer is once again out of service which requires me to be without it again for how long I do not know.
My sister also was told she has a very nasty virus that Norton told her would cost an additional 100 dollars to clean from her computer. Norton did detect the downloader virus yesterday from my computer and cleaned it, but as I said, now the computer is dead again. There may be two different problems but I wonder if anyone else has had these type of issues with Norton. Of course I was silly to purchase it anyway as I just recently found out I get McAfee free for being a Comcast customer. I have also been told that Norton is not recommended by computer savvy people.
Norton Symantec HP Mobile www.myord.com. If you are charged cancel it within 60 days. Do not touch this virus software if it comes with your computer. They will charge you without your permission. By registering your laptop possibly? This is the second time I've bought an HP computer and both times I end up with a Norton Software charge that I have not approved. $59.99 this time.
Once I realized I'd been charged, it was too late to be reimbursed. AVG is free with no hassle whatsoever and one of the top performing online virus detectors. Remove Norton Symantec immediately or have someone do it for you. Norton is really slick, 60 days or they keep your money even though I did not use their software. If HP continues to use this low-down company I will not buy another Hewlett-Packard computer. I've also told Costco the same. Costco has more clout.
So, my 'protected by Norton' laptop contracted a horrible virus. I contacted Norton for help and they pressure- sold me a $99 package where a 'technician' gains access to your system remotely and removes the virus. They assured me that it would be fixed to my liking before the process was complete. Well, four hours later, my system was inoperable! I tried to contact them via online chat and telephone chat for hours, constantly being booted off, put back into the endless queue, or giving some half-witted 'excuse'.
I even scheduled a call from them one evening... Which, surprise, never came! I did this for four days straight and finally took my laptop to a local repair shop who told me that the virus was still there! So, a week later, I am still fighting with them to get my money back... Just today, I was transferred to three various reps when I went online to get a refund. Are they kidding?? Horrible software, horrible company, horrible customer service. Avoid at all costs!!
I bought Norton 360 in July and installed it on my two computers. In December, one of my computers got "hijacked" by a bot that sent out over 400,000 emails a day. I only learned of the security breach because my ISP shut down my service. Norton technical support was no help. They could not understand my problem and kept telling me that the problem was with my ISP. I went with another security provider, OneCare, and they solved my problem. When I returned Norton 360 to get my money back they refused because it was passed the six month refund period. Stay away from Norton 360.
I kept encountering problems while trying to update my Norton Antivirus program. Symantec suggested contacting their consumer service dept. which I did. After three separate attempts the technician asked to take control of my computer which she assured me would be perfectly safe. One and one-half hours later, with no progress I suggested that I could find a different supplier. She requested fifteen minutes to make one last attempt. Unfortunately I agreed.
I then saw folders flying across my screen and some were erased. In short order I found that I could not even get on the computer. The reason, it turned out, was that she had completely erased my hard drive. The manager who responded to my complaint (after I found the problem) offered me a one year free subscription to one of Symantec's products. Given that I have now spent approximately $2,000 to recover my data and purchase a new computer I feel that his offer was a bit insufficient.