04-05-2011 11:41 PM
MY NAME IS HODO
YESTERDAY, I FOUND I HAD ADWARE ON MY COMPUTER, I PAID 69.00 FOR NORTON TO REMOVE IT.
THEY DID NOT, THEY EVEN DENIED THAT THERE WAS A PROBLEM.
SO I CONTACTED ANOTHER NORTON TECHNICIAN WHO FINALLY ACKNOWLEDED THAT THERE WAS ADWARE.
EVEN AFTER THAT I HAD TO INSTALL MICROSOFFT SECURITY ESSENTIALS TO REMOVE THIS.
I PAID 69.00 FOR NOTHING.
AFTER I SCREAMED AND SCREAMED THEY GAVE ME 365 DAYS RENEWAL SUBSCRIPTION THIS IS FINE BUT I STILL WANT SOME COMPENSATION, AS NORTON DID NOT REMOVE ANYTHING.
FURTHERMORE, THE TECHNICIANS DID NOT MAKE ME AWAREOF THE TERMS AND CONDITIONS EVEN THOUGH I ASKED THEM SEVERAL TIMES.
NORTON DID NOT REMOVE ANYTHING.
IF I DO NOT GET AT LEAST SOME OF MY MONEY BACK, I WILL SUE. FOR FALSE ADVERTISING.
PLEASE GET BACK TO ME AS I DO NOT NO YOUR COMPLAINT PROCEEDURE.
04-06-2011 05:25 AM
Does anyone read anymore?
I sympathize with your predicament. I believe that Symantec's offering of this ad-on "repair" baloney is deceptive, unethical, and a conflict of interest.
Is it illegal? No. Why? Because it is clearly stated in the "Terms and Conditions" baloney that you will have to pay no matter what!
1.2. Commercially Reasonable Effort
(i) Symantec will make every commercially reasonable effort to troubleshoot or fix Your personal computer problem. If Symantec is unable to resolve Your personal computer problem, You will still be liable for charges for time spent by Symantec’s service representative in an attempt to correct a problem.
(ii) In the course of providing the Services, Symantec may determine that the issue is beyond the scope of the Services. Symantec may use commercially reasonable efforts to refer You to the appropriate alternative resource; however, Symantec will not transfer You directly to an alternate resource. To the extent permitted by applicable law, Symantec reserves the right to refuse, suspend or terminate any of the Services in its sole discretion.
04-06-2011 07:17 AM
Their are many forms of adware, much of which is not malicious, and is often installed by the user himself. Norton does not remove this type of material. Other programs are geared more toward removing adware, but often are not as effective at protecting against infection. The user needs to know and understand the purpose of specific security software to get the best use out of its various forms.
04-06-2011 10:09 AM - edited 04-06-2011 10:16 AM
You do not state how you came to discover the adware, or what the name of the adware was. As delphinium says, adware lurks in that gray area where a particular sample may be labled as malicious by one company, but classified as a legitimate program by another.
Also, I am a bit confused about the money you paid. Was this to buy a copy of the Norton program after which you contacted Customer Support for assistance, or did you already have Norton installed and instead paid to use the online Paid Virus Removal Service?
04-06-2011 06:56 PM
Yuo have a choice:
Stop screaming and people here will help you get your computer as clean as it reasonably can be -- it's almost impossible to stop adware because most often people inadvertently do something that invites it in even if it is apparently saying No thank you or Get Lost I don't want you ...
You can get your money back, if what you paid was for a copy of a Norton Product, under Norton's 60 day warranty. But you then will be open to infection by much worse than adware.
Please tell us which you would like ......
04-07-2011 01:04 AM
£69.99 is the UK price for the virus removal service. Getting 365 days subscription as compensation is somewhat similar to getting £39.99 in refund since that is the price for a renewal. It is just not cash in hand.
It is a bit like this when purchasing the removal service:
Support identifies and removes the infection. You have to pay.
Support deem the system clean, no removal needed. You have to pay (time spent).
Support identifies an infection but cannot remove it/repair the system. Possible refund.
A full scan afterwards can still find and remove remains. Especially when running a program, like for example MalwareBytes that removes a lot of orphaned registry posts. This does not mean that the system still is infected, or even was. It is good to have a knowledge about the program that is used afterwards to be able to understand what it actually is that it has removed.
I am not saying that the issue was handled correctly but compensation has been given.
04-07-2011 07:10 AM
Ok ... @$1.6 that's about the same as here ... but it happens to be the $MRSP for a new copy of Norton from the Norton Store ....
Can we help you make sure about remnants or other stuff that shouldn't be there? There are some really astute people here.
04-08-2011 07:01 AM
Thanks for the replies. I know I only had adware on my computer but it can easily manifest into something more serious.
After I told the first two technicians that I had adware, they said no your computer's fine.
I spent the best part of the day calling various numbers and "support" help lines but to no avail.
Finally at nine o'clock in the night, one of technicians acknowledged that there was a problem. He still could not fix the problem after spending five hours on my computer.
I know there is little chance of getting some money back but I’m still going to try. I paid 69.00 for the virus removal service, I made the technicians aware beforehand that I had adware so they could have said no we cannot remove that but they did not.
They were so quick to take my hard earned cash but I spent hours chasing them up for an explanation.
The person that said that I should stop screaming needs to realise that I was perfectly polite until I was taken for a proverbial ride. In hindsight should have t looked at their terms and conditions but they still should have made me aware of this when I asked them.
The customer service I received was appalling and that is putting it lightly. I find it surprising that there is no efficient customer complaint system throughout the whole of the Symantec cooperation. I want some compensation since they did not remove anything and an apology for the way I was treated.
There is something ethically wrong with not making sure people are aware of what they’re going in for. Please tell me is it right that I paid for something that did not even happen? I might as well have thrown my money down the toilet!
If anyone knows how I can get into contact with a manager, I’ve tried e-mailing no reply, surprise, surprise! In the mean time I have written to consumer programmes and my sister works for a Government office so I can see what I can actually do about this, if anything.
If nothing happens, then I’ve learnt my lesson, if I sounds too good to be true, it probably is. Oh and Symantec don't care one iota about their customers!
04-08-2011 08:33 AM
The comment made about you to stop yelling was because your post was using all caps. When we see all caps being used on the net, that usually means you are yelling. If you would have come to the Forum first, it is possible that we might have been able to recommend either programs or sites where you could have had your computer cleaned up for free.
I don't know, but perhaps customer support might be able to help you. I don't know if you have tried them and explain what has happened. I don't know for sure if they can help you with this issue or not. Here is the link though if you haven't tried them already.
This is for US/CAN support, ir you need a different location, please do let us know if you do want to try that route. Thanks.
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