01-04-2009 02:46 PM
I hope this is the right board for this...
I've been a happy Norton customer for years, and the other day my wife clicked a link that popped up a Norton alert. However I think she selected the incorrect resolution option... so it installed a mostly harmless malware on our PC.
Whether it was the malware, or a setting my wife did to the firewall - I'm not sure, but I couldn't access any Norton/Symantec website, nor most that provided any other support, and my Desktop (Explorer.exe) was rebooting/flashing every 10 seconds.... I fixed things enough that I removed the malware using a tech recommended shareware program but was unable to uninstall/reinstall Norton 360 on my PC that appeared to be causing the the Explorer issue - due to the Explorer issue. I was finally able to access Norton, verified I didn't have a virus via NSS, so I tried the support chat.
Here is where my Norton problem begins.
The person I chatted with gave the standard "This is what a virus is & how bad it can be" sales pitch... when I insisted I didn't have a problem, he said beyond viruses - they would take care of any system issues they found. I said OK, got a priority #, and was "escalated" to that department.
After about an hour more, a tech joins the chat and asks for my contact info should we be disconnected & a description of the problem. Which I provide.
He then gives me a link to download software so he can take over my PC. I tried 3 times to do so, but wasn't able due to the Explorer resetting issue. It finally froze my PC and I had to reboot. I was unable to be renavigate/connect with this tech person - and after 5 hours dealing with Symantec, I gave up trying - thinking I would hopefully receive a call.
The next day I was able to uninstall/reinstall 360 myself, which immediately stopped the Desktop/Explorer blinking problem. Then I find I was still charged the $99.99 for support I never received.
Does anybody have any suggestions on how to get a refund? Or should I simply dispute the charges with my Credit Card company?
01-04-2009 03:56 PM
Please Contact Customer Service and let them know your situation. They should be able to resolve this issue for you. If not, please let us know.