Forum Feedback

[bjm_]

Hello

Just a brief note to express my sincere thanks to/for the Norton Community... my continued and ever growing product loyalty is directly related to the Norton Community Forums.

Just a brief personal comment... I still wish the Community was able to facilitate a dedicated Norton Community Malware Removal Forum.   Just my $.02 ~  Norton product users should not have to go outside the Community for Malware Removal help.   

bjm_

[floplot Norton Fighter]

Hi bjm

I agree, but it would have to be set up correctly with strict guidelines like these other sites have. Part of the problem is also that Symantec has their paid malware removal, but it would still be better to have it done in the Forum also. It would be good if there was some way to have a special rank for those people who would be  qualified to do this guiding of the removal process and it would only be done by those people who have that particular rank. The problem before was there were too many interruptions into the individual threads where the removal was trying to be done. It's hard enough to do removal thru a website without having the infected computer right in front of you.

It would really be needed to have a separate section of the forum which could just handle for instance rootkit removals and be restricted to those helpers who are truly qualified to do that. Another problem is that there are those people who think they are qualified, but are they really qualified to do it.?

Unfortunately, I don't think it can happen with those strict rules here because Norton has their paid malware removal  program also. It would be nice if it could be set up and those that would want to watch the process could only watch and perhaps not be allowed to post in the middle of the helping process. The biggest problem I think is being able to restrict the helping being done by those truly qualified and determining those qualifications. But I agree, I do wish it could be done and it doesn't look good for this Forum to have to send people to other sites to get their computers cleaned up.

[bjm_]

Hi floplot

Just my $.02

I perceive Norton paid Malware removal as nothing more than a revenue stream for Norton.  My personal test experience with the fee based service revealed the tech offers no more than an on demand scan product and a destructive System Recovery.   McAfee offers a similar fee based service as does HP Dell etc.  The tech's knowledge base is limited to the scripted playbook.  Users to this Forums have reported their negative experience with fee based Malware removal services and recently close friends have angrily related their adverse negative experiences with McAfee and HP.  All with the same outcome ~ System recovery.  The really sad reality is that my system was not infected.  My friends System were not infected.  Just a scam with no refunds.  Hence, my original $.02 post.  

Just wishful thinking...if Symantec corporate does not see the moral need for an honest fee based - with refunds Malware removal service.  Then,  just naive wishful thinking the Community could fill the void. 

bjm_

[Floating_Red]

---

bjm_ wrote:

...thinking the Community could fill the void. 

---

We do, in a way, if you think about it.  We've got users such as myself, Quads, e.t.c., that do do a Malware Removal Service - for free! 

[bjm_]

Hi Floating_Red

OK...guess the posts referring users to off site Malware Removal sites is just as it must be. 

The Forum redesign prompted remembrances when Quads would beat down those Rootkits.   

Granted 2010 products are better than ever...still wish when a user meets a stubborn infection... that those volunteers that were so helpful in the past were still able to practice their skills.  

bjm_

[Quads]

---

Floating_Red wrote:

---

bjm_ wrote:

...thinking the Community could fill the void. 

---

We do, in a way, if you think about it.  We've got users such as myself, Quads, e.t.c., that do do a Malware Removal Service - for free! 

---

Quads No Longer does so, for forum / user reasons, 

For the good Malware people have to go to another forum set up for it, so it is safer for the users PC with the infection. Or pay.

Quads

[huwyngr Norton Fighter]

bjm

floplot pinpointed the major problem in his message at 12:29 -- that the forums are not set up to limit intervention in a thread to the one person doing the cleaning and this was not only dangerous for the person with the problem but frustrating and time wasting for the person trying to do the job.

Too many cooks can spoil the broth.

Norton are amazingly tolerant at letting us do/say things which in a sense may be against their monetary interests -- have you noticed that we have never been stopped from telling users how to save money when installing/reinstalling a product that you can buy from them. The only thing they have asked is for us not to point to individual stores which is fair enough since they have to keep all their commercial outlets happy!

[bjm_]

Hello et al

Thank you for allowing me to re-visit an issue that I know has been discussed in the past.

Thank you all for your contribution to this thread.

floplot does raise all the issues why it just cannot be done.

huwyngr does reinforce all the issues why it just cannot be done. 

Norton and the dedicated moderators are amazingly tolerant...

I wish all to appreciate.  I feel very connected via this venue to the Norton Community...and value that connection beyond measure.

I wish all to appreciate that I do clearly understand that the Forum is just not set up to limit a thread to the OP and the specialist...hence, Too many cooks does spoil the broth. 

In my wild imagination.  I visualize a dedicated Malware Removal Forum that is set up (via a disclaimer perhaps) to limit a thread to the OP and the selected specialist... where the OP and the cleaner Guru are the only active players.   The Community at large may (or not) only view the thread.    A dedicated one on one Malware Removal Forum.    In my vivid imagination I do not visualize any obstacle.   I imagine the software is do-able.  I imagine specialists that would participate.  I imagine the OP appreciating the efficiency of a one on one vs. a free for all.   I imagine the Community at large being open and accepting of my imaginary dedicated Forum. 

Maybe, I just imagine too much?

I also imagine a dedicated Tech Support Forum.... as I offered.  I just imagine too much.

I just imagine way too much.  

The Community is first and foremost a product user Forum.  First and foremost for product issues.  The Community is a corporate extension and as such.   I can imagine all I want...but, must accept reality.   

I just see (in my mind) the possibilities of a little tweaking.  

Well, my soap box is starting to weaken under my own imagination.  So, I gratefully offer my sincerest thank you for this Feedback Forum to voice my imagination. 

Respectfully submitted

bjm_

[delphinium Norton Fighter]

It was very difficult trying to maintain a safe venue for users with malware issues.  It was bad enough trying to keep the users themselves from doing whatever came to mind, or from Google searches, while in the middle of a remediation without other posters providing suggestions.  Once the required scans were obtained, it was very important to not do anything to change what was in them, so sometimes what seemed like a harmless suggestion, was a serious problem.

Those of us that assisted Quads were online for hours, keeping it straight who was at what stage, who was next, maintaining some contact to keep them patient, and obtaining scans for Quads to look at.  Quads, during some of the very difficult ones, was online for 36 hours at a stretch giving instructions, waiting for the response to see what the next step was going to be.  I think the old timers still remember Miz Susan and BohemianBob, both of whom were wonderful to work with. We were as happy as the OP when resolution was obtained.

There were several occasions when Quads resolved an infection that was not properly resolved by the Symantec support, possibly because the users did not have a recovery disc and refused to reformat.  This is the one thing that is not thought of until it is too late.  So many users have systems on laptops and desktops where no operating system disc is provided by the manufacturer.  Those remediations which include reformats and little else are painful to the user and disappointing to us, which made the protection of the system that much more important.

Our users are presently sent off-line to free malware removal forums where there are rules in place as to who is allowed to assist, what is expected of the users requiring help, and a careful choice of tools and programs to protect the system, and remove the malware.  Best we can do until Symantec can be talked into a malware removal board. 

The option to pay for removal was always there for those who needed remediation faster than Quads could provide it.  It was another choice rather than the only apparent option.

[bjm_]

Hello delphinium

Points taken...points understood.  

I do recall Miz Susan and BohemiamBob.   Yes, (as just an outside observer) I recall those that were wonderful to work with & those with happy endings and do forget that behind the scenes there are thick brick walls that as an observer I would have no way to truly sense the enormous difficulties posed by those massive walls.  

Your insightful message does helpfully offer me clarity to an issue that I do unintentionally simplify and do see only as the end product....not mindful of the laborious obstacles that are the rule not the exception.  

Points taken...points taken with a new perspective...points taken with a greater understanding.

Thank you....

bjm_