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!
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.