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.
We recently had to upgrade from Backup Exec Version 8 to Version 12. The IT Manager was hesitant of upgrading, as there had been massive problems with upgrading to Version 10 which eventually got axed. "It will be fine" I told him. My God was I wrong.
As an IT professional I have never had to deal with such a horribly managed company. Even after 6 months, our Backup Exec 12 software is still not working correctly due to continuously being issued incorrect Installation Keys.
It got to the point where the Upgrade process was so complex and mixed up by Symantec that we had to involve the Distributor from whom we got the software off. 3 months he has been working with Symantec to get us 11 License Keys. This is not a joke, this is real... unfortunately.
Symantec Portals and processes are so tied up with trying to prevent piracy and copyright infringement that they have made it too hard even for the IT professionals to get what they require. Stay clear of Symantec and Backup Exec. The worst company I have ever seen, and I have seen some real shockers!
NOT KNOWN -- My vote for "worst customer service of the decade" goes to Symantec. Over the course of two weeks I was bounced around from one 800# to the next, six in total, but could never get a satisfactory answer to my problem because I was always on hold listening to a recording about "our usual fine service". Emails? Forget it - they don't answer them.
Because their system couldn't identify my product serial number, I couldn't renew a subscription and was forced to buy a new (3 computer) package. Then, when I tried to download the new product to a second computer their system once again could not find the new serial number. They are literally forcing me to spend $209.85 instead of $49.95 but I can't endure any endless sessions being put on hold. I would appreciate a recommendation for another anti-virus company.
DALLAS, TEXAS -- I purchased Norton 360 internet security because it had two $30 rebates in the form of VISA debit cards. While registering the cards, I discovered that there will be a $3.00 a month maintenance fee on each card until the card's balance is $0.00. This information was not previously disclosed. So much for a $30 rebate. If you don't blow it fast, there's no telling how much less than $30 you will realize. If you try to find a Norton person to discuss this rip off, lots of luck. Shame on you Norton!
350 ELLIS STREET, CALIFORNIA -- Norton Utilities 15 was installed on two different computers to give them a tune up. Before running the program, both systems functioned properly. After running Utilities, both computers crashed - fragmenting Windows. The data on one computer is now unrecoverable. Besides useless telephone assistance from India, Norton will offer no other support or help to remedy the situation.
After 7 weeks Symantec still haven't been able to install their Package on my computer. This is a free upgrade that they had offered me and till now have had 10 of their technicians in India work on my computer for a while then they just log off and promise to get back to me. Fortunately I've kept the names of all of them and intend writing to the Company and let them know exactly what I think of their product. They've also gone and uninstalled various s/w packages and just ** my computer.
I purchased Norton SystemWorks a couple of years ago, expecting to be able to use the product without interruption. Now I am told by Symantec that they will not allow me to reactivate the product on ANY of my computers under ANY circumstances because I reactivated it too many times. What a ridiculous response. I only reinstalled it by necessity when I had to reinstall/repair Windows after a crash, which happens frequently for a lot of users. Don't buy any of Symantec's products expecting to use the product for more than just one year. Their products do not last.