Norton Internet Security / Norton AntiVirus

[Tim_Lopez Administrator]

Hello d333gs,

I just reviewed the Technical Support Terms and Conditions and couldn't find this $10 charge you speak of. This really has me curious. Could you point this out to me?

[d333gs]

Hi

https://www-secure.symantec.com/norton/support/contact/chat/chat_form.jsp?chatexp=returns&dept=cs&pv...

Privacy and Legal Notice If you elect to initiate Live Chat by clicking the "Start Chat" button, the following information will be collected and sent from your computer to Symantec via an Internet connection: The information provided by you above and during your Live Chat session The type and version of operating system and Internet browser used by your computer During your Live Chat session, the Symantec technician may ask for your permission to use the Remote Assist tool. The Remote Assist tool enables Symantec to remotely access and take control of your computer in order to analyze, diagnose, and resolve more difficult problems. If you grant permission for use of the Remote Assist tool, it will collect the following information and send it to Symantec via a secured connection: System information such as operating system, and memory and disk space Installed program and active processes information Application log file information and registry data The information described above is collected for the purpose of analyzing, diagnosing and resolving the problem you've encountered, and may be transferred to the Symantec group in the United States or other countries that may have less protective data protection laws than the region in which you are situated (including the European Union), but Symantec has taken steps so that the collected information, if transferred, receives an adequate level of protection. It is solely your responsibility to complete a backup of all existing data, software, and programs before using Live Chat or Remote Assist. Symantec will have no liability for loss or recovery of data, programs, or loss of use of systems(s) or networks arising out of the use of Live Chat or Remote Assist or any act or omission, including negligence, by Symantec and/or its representatives. You understand and agree that under no circumstances will Symantec be responsible for any loss of software, programs, or data even if Symantec support representatives have attempted to assist you with their backup, recovery or similar services. LIVE CHAT AND REMOTE ASSIST ARE PROVIDED "AS IS" AND "AS AVAILABLE" AND SYMANTEC AND ITS SUPPLIERS EXPRESSLY DISCLAIM ALL CONDITIONS AND WARRANTIES, INCLUDING BUT NOT TO LIMITED TO ANY WARRANTY OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NONINFRINGEMENT, OR ANY OTHER WARRANTY, EXPRESSED OR IMPLIED. SYMANTEC MAKES NO WARRANTY THAT LIVE CHAT OR REMOTE ASSIST WILL BE UNINTERRUPTED, TIMELY, SECURE, OR ERROR FREE. SOME STATES AND COUNTRIES, INCLUDING MEMBER COUNTRIES OF THE EUROPEAN ECONOMIC AREA, DO NOT ALLOW THE LIMITATION OR EXCLUSION OF LIABILITY FOR INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE BELOW LIMITATION OR EXCLUSION MAY NOT APPLY TO YOU. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW AND REGARDLESS OF WHETHER ANY REMEDY SET FORTH HEREIN FAILS OF ITS ESSENTIAL PURPOSE, IN NO EVENT WILL SYMANTEC BE LIABLE TO YOU FOR ANY SPECIAL, CONSEQUENTIAL, INDIRECT OR SIMILAR DAMAGES, INCLUDING ANY LOST PROFITS OR LOST DATA ARISING OUT OF THE USE OF LIVE CHAT OR REMOTE ASSIST EVEN IF SYMANTEC HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. IN NO CASE SHALL SYMANTEC'S LIABILITY EXCEED THE GREATER OF THE PRICE YOU PAID FOR LIVE CHAT OR REMOTE ASSIST OR TEN U.S. DOLLARS (U.S. $10.00).

[huwyngr Norton Fighter]

As I'm sure Tim will confirm -- and I am not a lawyer -- the wording at the end about $10 relates to the bit before it:

IN NO EVENT WILL SYMANTEC BE LIABLE TO YOU FOR ANY SPECIAL, CONSEQUENTIAL, INDIRECT OR SIMILAR DAMAGES ....

In other words if you were to sue them or otherwise claim damages for ruining your day you can't claim more than $10 or whateaver you actually paid for the live chat service (which I hope was #0) --- not that they can charge you $10 for trying to help you!

PS I wish the legal eagles would take some lessons in psychology of communication and understand that anything written all in CAPS is more difficult to read -- or maybe that is their intention? <g>

Message Edited by huwyngr on 12-03-2008 05:19 PM

[Tim_Lopez Administrator]

Correct - I'm not a lawyer either, but this does not in any way state or insinuate that we would charge you $10. I'm glad you read the Terms and Conditions though. Not many people do that. However, don't worry - we won't charge you $10 dollars to chat with us ;)

Please take advantage of the Chat feature if you have any issues. 

[huwyngr Norton Fighter]

At least I played one in my business career -- spent a lot of time on licencing technology so I learned to read them, including upside down on the other guy's desk <g>

[d333gs]

Well good! It was the "YOU PAID " part that had me expecting to see five $10 charges on my credit card.

That is good to hear.

[huwyngr Norton Fighter]

All's well that ends well, at least on that <s>

What about the installation problem that you raised in this message up above? Is that solved -- do you now have NIS2009 installed?

[Cheiromancer]

Hi! I had a similar issue (post named errors 8504,4 and 8500,105) and resolved it by creating a new user account with admin privileges, reeinstalled NIS09 transfered my files and eliminated the old admin account.

All my best ;)))

Carla

[d333gs]

No luck , I am using a free trial of Live One Care and no problems.  From the sounds of it I am not the only one that is having this problem. What is odd is that even if I reboot the computer I cannot establish web contact unless I uninstall NIS.

Why is that?

[SET0757]

Thanks Carla!  You fixed my problem.  My customer's Computer seems to have a corrupted User account, which is causing most of the issues with the internet connection.  I created a new admin user, then clicked activate and voila, it connected, activated, and updated.  Hope this works for others as well.

And yeah, that talk of the charge made me jump, but I would agree that it just limit's Symantec's liability to $10 max.

Cheers!

Chris