I'm so happy to hear that I'm not the only one who has had a tech from Symantec crash my machine. I have had two crashes since I purchased Symantec a year ago. It has cost us over $600 to repair the machine! 1St crash was a virus and when I got remote access the 1st time they wanted $99 to remove the virus but in the midst of it all my data was gone. I had to take it to best buy to have them remove the virus for $130 and $150 to restore all my valuable data. This was in may of 2009. (They advised me then to rid myself of Norton b/c the program is no longer worth calling it a security protection program.
Got my machine back, worked great for about 3 months then I got another virus! Call their tech support after spending 2 days with tech's that are clueless. One of them finally claimed they would remove my virus for free! Yeah right - he destroyed my machine after 2 hours and then I got upset and said I wanted someone on America soil to call me to work out a deal to get my machine fixed, never got that called. I had to use other resources to get the number to someone on America soil - got that person. He made a promise that they would fix my machine for free! Well the bait and switch tactic worked for them.
They asked me to take my machine to best buy and they would work with them directly, well that never happened! They emailed me offering an additional 1 year subscription and a ghost. I'm unemployed and they would not pay the cost to repair my machine that the dumb tech destroyed. Best buy again, fixed my machine and advised me again not to put Norton on my machine because it would soon or later destroy my machine for good. I took their advice and now I'm using webroot. It is wonderful! No crashes - all viruses are caught and guess what "customer service” is awesome!
My machine is not slow any longer and I'm happy... However, after 3 months of deciding on what to do about Symantec costing me over $600 bucks - we have decided to take them to small claims court. Please do not purchase this product. It's a waste for the single consumer user. They truly make their money from brand name and the enterprise licenses - charging the companies maintenance fees. Your maintenance fee is the $99 every 3 months to remove viruses. Their subscription price is to load the machine with their crappy software and then rip you off b/c they are not protecting your machine. Buyer beware please.. scam, scam.
As a former reseller of Symantec products I am ashamed to have ever recommended, sold or heard of Symantec!! The technical support is shocking if not nonexistent, even as a dealer and reseller you are treated as an irritation and given the runaround speaking to at least 30 people on each time you call all of whom say they are unable to help you and you must call again and choose option x.
Our latest and last dealing with them involves Symantec backup exec system recovery server 8. For 4 months we had an open case as the software supplied does not work!! After 4 months they asked us to download a newer version which fixed all the problems, so far not great but problem resolved. Not quite, 2 months on the new software stopped working as the trial has expired!!
Well after half a day of calling support, sales, sales brother, supports mother, and about 77 other departments the final answer is you need to buy the new version in order for the software to work? No matter how many time you tell them you have purchased the software already the answer is the same, send more money, buy the new version, also buy a new support contract (for just $400.00 extra) and we will look at your problem.
No Symantec, we will not send any more money, we will not buy any more Symantec products, we will not sell any more and we will not support your products any more, you don't support us. There are real products out there with great support where the helpdesk is not in India and they you are not transferred from department to department. Warning to everyone, do not buy Symantec products ever!! If you do you will be very disappointed and have to buy something else to replace it that works. Tell all your friends, Symantec is dead. No longer mention that name in public. They had a good run but Symantec service has left the building. R. I. P.
A couple of months ago I bought my daughter a laptop for school. Of course it came with the Norton software included, (Free Trial version). About 11 days before the free trial ran out she got infected with everything under the sun. I couldn't get anything but Norton to pop up, every other security software was blocked. So I went ahead and bought the $59.95 yearly promotion that was offered to me.
The computer crashed and when I tried to contact Norton to get a refund of my money I find out, instead of them charging me the promotional price of $59.95 my card got charged $79.92. Norton informed me that their software was the best and that it must have been two antivirus softwares running at the same time. I only had what they offered. But yet I am informed that it was my mistake. Now, I have got the computer running again but, not without paying a hefty fee. And that doesn't count the money that Norton stole from me for services not rendered. DON'T GET NORTON.
I have used Norton products for several years. I renewed my subscription to Norton 360 Premier Edition as a two year contract on Jan. 25, 2009. After running the latest update (I have the system set for automatic updates) the program told me that the computer was infected with a virus that needed "manual assistance" to fix. The Norton website gave me detailed instructions on what to do. After following those instructions, the virus was still detected. I checked the Symantec website for info on the virus. The website stated that they are aware of the virus and the latest update would fix the problem. NO, IT DOES NOT.
I contacted "Customer Support" via the website. I felt like I was in a used car lot, where the person I was chatting with had only one capability. Charge me $100.00 and then send me to a technician who might fix the problem. Where is the disconnect here? Norton did not detect and remove the virus. Norton is aware of the virus. Norton claims the latest version of the Update will detect the virus (IT DOES NOT!!) Norton tech support is a scam to collect money to fix problems that Norton is aware of and claims that their software will protect your system from. Anyone want to guess what I believe this product and company is?
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.
CALIFORNIA -- I have worked in IT for over 20 years and I have never seen a company's tech support and customer care deteriorate as badly as Symantec. Anyone considering a corporate product such as Backup Exec (formally Veritas) or Corporate Antivirus (the server-based platform) should seriously consider alternatives before they commit to this company. Current case in point- One of my client's Backup Execs stopped working after I upgraded it to version 11d. I opened a tech support call a week ago and it took five days to get a callback even though I rated the call as critical since we had been without a backup for days.
I was on hold for 75 minutes yesterday after getting back in the queue and still never spoke to anyone. And by the way, if you happen to be on hold at 5:00 PST, guess what? They dump all the calls in queue and go home. Our company has an install client base of 50 or so that use Symantec products , and I am here to tell you we're MAKING EVERY EFFORT to throw them out the door. Talking to our software distributors (I will let them remain nameless) they confirm they are hearing this from many integrators such as ourselves. They should be ashamed of themselves. Their stockholders should throw the management out the door.
We were having license activation problems with our Norton Antivirus and were forced to call customer service to resolve or even find out what the problem was. There is no way to resolve activation issues on line. Normally, these issues are handled by staff. Because I happened to purchase this license, I offered to contact Norton. I was on hold for over 25 minutes. When finally helped, it was by an individual with a heavy accent. The individual's English skills may be excellent, but I was having trouble understanding her.
She proceeded to imply my company had abused its number of licenses and we were essentially dead in the water. I was stunned. It was a 'you have got to be kidding me' moment. I offered, at our IT guy's suggestion, to reinstall all active machines to resolve the issue and prove we were under the number allowed on our multi-seat license. She kept repeating an unintelligible scripted mantra over and over, refusing to have a discussion... then just hung up on me. After 40 minutes of my time regarding a legitimate issue that is the fault of the vendor, I was listening to overseas air on the phone.
It's not just the money we spent on the service/software. It's not the hours of staff time I have had to pay for. It's not the time I could be spending running a business. It is that I am the CUSTOMER. Norton, like some kind of authority, acts like we are at their disposal and have no choice in vendors. I doubt I am alone in this revelation and will keep an eye out to see how the giant is affected, as others act on their disappointment. I have sent emails to Norton. If any resolution is forthcoming, I will update this posting.
Symantec has started issuing a Debit Card instead of a check for its rebates. Aside from the need to treat it as a Charge Card, even when it says "Debit", the outrageous usage fees if it is not used immediately ($3 a month after 6 mo.), and the uselessness at gas pumps etc, there is a real catch: If the item you want to purchase is of MORE value than the balance available on the card, it will be refused IN TOTAL! You can't make it part of the payment! So, you may never be able to get the full value of the card unless you can convince a merchant to ring up an exact balance on the card a the charge amount. Neat trick, huh! Oh, they say it was due to customer demand for this type of payment. Sounds like petty fraud to me!