I have Norton 360 running in a Vista environment and developed a pop-up virus that could not be detected by a complete scan. After contacting the help desk, I was offered Symantec's virus removal service and performance enhancement bundle for $140. After paying by credit card, a technician took remote control of my computer and an hour later declared he had cleaned same of all virus infections. Within 24 hours, the same pop-up virus reappeared. No problem, I had a seven day warranty on their service, so another Symantec technician removed the virus file 'Program Data\08046321\08046321.exe' that he described as 'bad'. Another 24 hours later, the very same pop-up virus reappeared asking me to download Setup_40s1.exe from online-spyware-kill7.com. A third Symantec technician now claims to have cleaned my computer including removal of 'Program Data\08046321\08046321.exe'. In a chat session with a Symantec supervisor, he assured me that all his technicians are adequately trained to remove viruses and then avoided answering my question as to why two of his technicians could not remove this virus and the malware that was regenerating the virus. This supervisor claimed he did not know the mailing address for Symantec Corp after I asked for the name and address of anyone in senior management. Based on my experience, this virus removal group within Symantec is in sore need of some re-education in quality service or, better yet, senior management needs to re-think how to satisfy this market need.
