01-10-2010 08:36 PM
01-11-2010 01:32 AM
Sorry to know about your unpleasant experience with our support team.
<<< 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. >>>
IMO (i'm not a Virus removal expert), there are threats that respawn on removal and the premium services team offers warranty period taking such factors into account as well. However, I would like to pass this on to the premium services team so that they look into the case for fixing any problem areas. Would you mind sending me the case ID number as a Private Message to me over the community private messenger.
For more information on how to send a Private Message, please click the link below.
Norton Forums Moderator
01-11-2010 07:38 AM
As you can see you have attracted Norton Staff attention (names in red) so you are in good hands.
Tom is right in what he says about "respawning" and indeed one step often taken is to delete all of Windows "System Restore" files but since we don't know what the support team actually did they may well have done this and the trigger is elsewhere .
I'll be surprised if you don't get some practical suggestions from other users here -- we are all users like you -- so please keep an eye on your thread here.
01-11-2010 08:46 AM
Hi Dr Carl,
Sorry that you had trouble in getting your virus removed but it is true that many of them replicate themselves and you can get reinfected. This is the primary reason for the warranty period Symantec has on the virus removal service.
There are new threats constantly being found and its like a race between the bad guys and the good guys like Symantec and others. Symantec does stand behind their removal service but it is not always 100% successful the first time around, particularly if it is a relatively new threat.
I had a really good experience with Symantec's virus removal service a few years back on a particularly nasty virus.
Please do provide the information Tom requested via PM so he can follow up on it to make sure that your case was handled properly.