Two weeks ago I received a computer diagnosis from Norton 360 whose service I used to protect my computer, that it was not performing correctly. I went online to their Tech Dept and spoke to a representative about this problem and apparently the Tech said he had to take over my computer to analyze the problem. After two hours on my computer which was done by a Tech in the Far East, I believe the Philippines, he advised me that I had to call his company and speak to an agent there about this problem. He gave me a Case Number.
I called the Norton Agent and was told that I had to purchase an additional service for $69.00 which would solve the problem. I inquired why my original service which was titled as 360 Norton Premier Protection did not provide the necessary coverage and which cost almost $100.00. He told me that my computer protection plan did not cover this specific problem. I consented to the purchase and he asked for my American Express account number which I gave him. After a minute the Tech came back online and said that he did not put through the number correctly and that I had to give it to him again, which I did.
He then told me he would connect me to a very Special Tech that would download the correct program for me which would take approximately 45 minutes. I told him that I had been on the computer with his Technical Staff already over two hours to begin with. This Special Tech assured me that I would be connected immediately and would have the problem solved immediately. He connected me to some department which had me waiting on a call line over 20 minutes with horrible music playing in the background.
I hung up and called back the same telephone number I was given originally to Norton and the same Agent answered my call, and said he apologized that I had to wait and would connect me immediately. Well again, I waited another 20 minutes and no response with the same lousy music.
I hung up and called back and told the Special Tech that I changed my mind, that I was not going to wait another minute for anyone and to cancel my charge on my American Express Card for the service that I did not get or receive and he became very angry with me and told me that I had to wait on line for the Customer Service Department as they would then cancel the charge. I waited almost 15 minutes and then just hung up in frustration.
So after spending almost 3 hours on the phone, I clicked on to my American Express account on my computer and saw that I was being charged for two charges of $69.00 on my account. I immediately called American Express and told them of the problem and they expressed shock as to what I had experienced and said they would file a complaint for me with Norton and have the charges removed, which they did.
The very next day, my computer started to send out emails to hundreds of people without my consent, only to have the AOL Post Supervisor to send me back hundreds of declined Daemon Declined Email notices that we not delivered and this continues to this day. I have called AOL about this problem and I may have to change my email address that I have been using now some 15 years to many people. I honestly believe that this Norton Company purposely messed up my computer, both with this Tech who had control of it for almost two hours, and when I cancelled out the additional charge of 69.00 dollars.
I have since filed a formal complaint with the BBB and Norton and have not heard one word from either. I will not renew my Norton Protection Plan again when it expires and I think you should inform your subscribers about this terrible company and their overseas misfits whose only intent is to harass you and inflict terrible problems on your computer. I thought I was dealing with a very reputable company, but have found out otherwise the hard way. Thank you for allowing me to post this terrible problem and hope that it will help anyone who is considering this company for protection to their computer.
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.
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.