• All Community
    • All Community
    • Forums
    • Ideas
    • Blogs
Advanced

Not what you are looking for? Ask the experts!

Kudos1 Stats

dissatisfied customer

My computer  is protected  by Norton ?  I had a worm virus or something attack it.  My internet was out so my only recourse was to  phone them.  Big mistake, after 7hours on hold, no answer. So trying the other numbers (everyone you talk to has a different one) on my cell I get a guy who understands me and he gives me a number that enables me to talk to a person.  Against my better judgement, I give up my slot in line to call this new number.  By now my computer screen is full of different pages asking this and that and telling me I'm not protected, give me your credit card and we will protect you from us.  So I call this new number and get [Removed] in India who informs me that she knows this virus  and that Norton is well aware of it. My response is, then why isn't my computer protected from it?  She informs me that for $139.99 she will rid my computer of this menace.  I tell her that after 8hours on the phone, free tech support is going to cost me 140 dollars???  So she tells me that she can can transfer me back to the other line and I can wait for another tech support person. Wait another 8+ hours or pay and argue with them later. So after 8hours I cave in and pay the highway robbery fees to get my free tech support 24hrs a day 7 days a week as advertised.  Then at 3 clock  my computer is virus free for 7 days guaranteed . Then I call up and try and explain to them the situation and they said no deal you agreed to pay. Their response is Too bad,  jerk, you should have waited in line and taken a day off...........or maybe 2 days????  I have had Norton for years and it took this situation  to make me realize that their customers are nothing to them.  Otherwise they would have stopped this known virus before it took over my computer.......... maybe yours is next.......and that me as a customer of theirs for many years (20) means nothing to them.

[edit: Please do not post identifying information per the Participation Guidelines and Terms of Service.]

Message Edited by shannons on 12-23-2009 05:56 PM

Replies

Kudos3 Stats

Re: dissatisfied customer

I do sympathize with your aggravation, and sometimes the wait times seem to be excrutiatingly long.  Phoning does seem to be quite a bit slower than the chat feature.

I can also see both sides, in that much of what infects our machines, and I can include my own machine in that, thanks to my son, is clicking on things that we should not, p2p sharing, bittorrents, cracked software and keygens.  Symantec is not responsible for the cleaning and repair of a system that we have bunged up ourselves.  The free tech support is excellent at ironing out activation problems, and installation issues, among a myriad of others.

Security in any computer these days is composed of patching vulnerabilities in Windows, Java, Adobe and other programs, keeping our antivirus software updated and current, not running two or three real time antivirus scanners at the same time, and careful surfing on the part of the user.

Malware is updated as often as the antivirus programs, and is specifically written to bypass them, or disable them.  No antivirus program is 100% effective, for 100% of the malware, 100% of the time.  We are all going to acquire some kind of malware at some point in time, no matter whose product we are using.  The Norton products, particularly 2010, have reduced the infections seen on this forum by about 80% and that is very valuable first-line protection.  After that it is up to us.

Under certain circumstances profanity provides relief denied even to prayer.Mark Twain
Kudos4 Stats

Re: dissatisfied customer

Hi bigjim4444,

Let me add my two cents worth on this one. I am a software engineer and have only been hit with two virus's in the past 20 years and they were fairly easy to get rid of on my own.

My husband on the other hand is not so careful and has been hit with something roughly 8 or 9 times in the past 8 years. In all but one case I was able to get rid of his infection. However in one case the virus was particularly nasty and one which blocked access to ALL system maintenance, blocked access to all known AV sites (including Symantec) and in short, just had me completely stumped!

I contacted Symantec AV removal service and actually had a very good experience and after quite a few failed attempts to gain access to the laptop (because the virus was blocking their every attempt) they were able to access the computer at long last and within about 1 1/2 hours they were able to remove all traces of the virus.

At that time they had a one month guarantee which looks like it is now 7 days.

I am sorry that you had a bad experience but I can't help wondering what phone number you used to contact them. You mentioned a charge of $139.99 but that does not sound right and the transferring back and forth does not sound at all like the experience I had. The charge should be $99.99.

So I wanted to post this link in case you ever run into a similar situation.

Allen

Windows 7 Ultimate SP 1, 64 bit, 32 GB * NIS Vers. 21.6.0.32* Ghost 15 * IE 9, Firefox, Safari. Test laptop with W7 Home Premium 64 bit * NIS Vers. 21.6.0.32
Kudos4 Stats

Re: dissatisfied customer

Hi bigjim4444,

Welcome to the community!

I'm sorry to hear about your unpleasant experience while working with our technical support staff. I would like to know which one of those phone numbers you tried to get access to our support team. There must have been a priority ID assigned to you, if you would have gone through this link. If there is higher than expected call volumes then they may request you to leave your number so that they can schedule a call back.

Did you get the priority ID from the link here. If yes, can you send me a private message over the community messenger system, about the priority ID and the phone number that you used for contacting our support team. Also it would help if you can send me the case ID number over a Private Message so that I can request the concerned team to look into it further.

For more information on how to send a Private Message, please click the link below.

http://community.norton.com/norton/help_faq#pm

Thanks,

TomV

Norton Forums Moderator

Symantec Corporation

Kudos2 Stats

Re: dissatisfied customer

Bigjim I can relate to what you went through as I have had the same experience. My computer is now fixed,sad to say not by nortons tech support. I spent many hours on hold at my expense only to be cut off as you were. My 79.99 upgrade cost an extra 200.00 in phone calls , nobody seemed to care so i rang my bank and stopped payment. That was a day and a half ago and still nothing. If any of norton bosses read this I have my case number available which i will supply to you upon request. I find this treatment of customers apalling, I for one will not be using norton again unless this problem can be addressed
Kudos0

Re: dissatisfied customer

bigjim4444, in his first and only post, wrote:

> after 7 hours on hold, no answer

I'm having a hard time picturing someone actually taking their time to wait on hold for 7 hours.

> She informs me that for $139.99 she will rid my computer of this menace.

The Norton support webpage clearly says $99.99 for personalized virus removal.
Did you read that first and mention it?



> me as a customer of theirs for many years (20)

So you want us to believe that you have been a customer for 20 years and this is your first and only post? And that you were a happy camper all that time. Because if you weren't, you wouldn't still be with the company or the product.


rustyboy1156, in his first and only post, wrote:

> My 79.99 upgrade cost an extra 200.00 in phone calls

Do you mean that literally or figuratively?
Did you also have to wait on hold for 7 hours?
bigjim444, is that you?

It's difficult to believe that someone of modest cognitive ability would _actually_ spend $200 on a phone call for support. Email or online chat, anyone? As a first try at least.


The point is -- the value of these self help forums are diluted by rants of the outraged, who have often shot themselves in the foot.

And their stories usually have something in common -- they don't make sense.
Kudos1 Stats

Re: dissatisfied customer

Rustyboy, Bigjim,

Thank you for bringing your experiences with our service to our attention.  I would like to work with you to ensure that this issue is resolved.  Please PM me with your email address and your case number along with any additional information about your case, and we'll get this fixed.

Thanks,

Alan Avery

Technical Product Manager 

NortonLive

P.S.

Just to clear up any confusion; The $99 dollar service is the Virus and Spyware Removal Service.  the $139 service is the Virus Removal + Tuneup bundle.

Message Edited by Alan on 12-31-2009 04:26 PM
Kudos0

Re: dissatisfied customer

> as for my $200 phone bill that is accurate


Toll free telephone number #1:
www.symantec.com/norton/support/premium_services/premium_virus.jsp?pvid=

Toll free telephone number #2:
www.symantec.com/norton/support/premium_services/premium_install.jsp

Toll free telephone number #3:
www.symantec.com/norton/support/premium_support.jsp

For the amount paid to Symantec _plus the phone charges_, a computer support company would make a _house call_.

But the main point is that doing one's homework in this forum can save big bucks.  For those so inclined.

Kudos0

Re: dissatisfied customer

Joen,

I was a mainframe tech support specialist for over 30 years.  I know about serious computer problems, and expectations.

I believe that the calls, as were previously mentioned, were from a cell phone.  People use cell phones to be able to stay on hold without sitting with the phone or staying at home.  They don't want to have to hang up, and lose the time they have invested.  If not a cell phone, so what?  This is about wasted time (lives).  Of course, they expected somebody too answer within some reasonable time, which is why they started out that way.  I suppose you have never expected something on a computer to take a reasonable time to resolve, then take many hours longer, or maybe days?  I have.  The avenue of contact, and the actions, have to do with expectations.  We have expectations of a reasonable time frame for some resolution, or at least to reach a tech, but with Windows systems and PC's, we might just be delusional.  Then call it hope.  The comment about 20 years without major problems is reasonable, also.  I've used the Norton line for over 10 years, but in fact, I found this forum only in the last month or so.  Never knew about it.  Never needed it until they put out NUA.exe, and when I googled it, I ended up here.  I see that you have only recently signed up yourself.  You seem to be trolling on this board, and being critical with people who are having trouble.  I suggest that if you have no answers to the problems, but only comments as to where reasonable judgements were made based on expected results, which became unexpected, but that you would have known better than to do, you should move on.  I think it is funny that you remark about how people use these boards, yet you make asinine posts, which only worsen the problem.  See, you even dragged me into it.  Happy New Year!

Kudos0

Re: dissatisfied customer

joen,

I just re-read your post - did you read where he said that his internet was out?  He said it was out, and that his only option was to call.  Maybe they could connect somehow, or ship him a CD to scan with, etc.  He needed help.  Also, what you picture is flawed.  With my cell, I was on hold for Compaq for 4 or 5 hours or more many years back.  They answered, and fixed the problem.  Ever heard of desperation?  Do you use your PC for anything important?  Maybe he does.  I use it for business.  What if your internet was out, with no hope to restore it, and with your whole PC trashed?  Maybe that would be ok with you, but I know I would feel real pain.  You destroy the value of the forums, and have lead us astray.  Sorry everybody.  It is people who have value, or did you forget? 

Kudos0

Re: dissatisfied customer

> did you read where _he_ said that _his_ internet was out?
> He said it was out, and that his only option was to call.

1.  Did you read where there are TWO (2) posters who complained, not one?

2. Good point.  Poster number one said "My internet was out so my only recourse was to  phone them."  But then he said: a) "So I call this new number and get India" and b) "She informs me that for $139.99 _she_ will rid my computer of this menace."

A Symantec employee explained that the $139 service is for TWO services, not one:  virus removal _and_ a computer tuneup.

Perhaps "she" made a house call.  From India.  Or she did a "computer tuneup" over the telephone.


> What if your internet was out

One poster paid $139.  Another paid $200 in phone charges plus $80 for the cost of the service.

As I pointed out earlier:

Computer support companies will do it for that much or possibly less, depending on the problem.

Doing your homework on this forum has the potential to save _all_ the costs in some cases.  And, yes, I assume that internet access is available elsewhere, such as at work, the local library, an internet cafe, and about a zillion other places.

I have advocated:  doing your homework on this forum before _allegedly_ spending 7-8 hours on the phone or (in the second case) $200 in telephone charges plus $80 in support charges.  And also considering third party support in lieu of the above charges.  Like when the internet is out.

Your diatribe was uncalled for.

Kudos2 Stats

Re: dissatisfied customer

Please remember to keep this thread on topic and courteous. Discuss the issue rather than the user. Please refrain from inflammatory posting per the Participation Guidelines and Terms of Service.

 

Kudos0

Re: dissatisfied customer

joen,

Here are some of your comments to these people.  I think you questioned their intelligence, at least - maybe ridiculed.

This post was my defense for defending.  This is my last post in this thread.  Happy New Year, again!

I-----------------------------------------------------------------------------------------------------------------------------------------------------------

I

I I'm having a hard time picturing someone actually taking their time to wait on hold for 7 hours.
I
I The Norton support webpage clearly says $99.99 for personalized virus removal.
I Did you read that first and mention it?

I

I So you want us to believe that you have been a customer for 20 years and this is your first and only post?

I And that you were a happy camper all that time. Because if you weren't, you wouldn't still be with the company or the product.
I
I Do you mean that literally or figuratively?
I Did you also have to wait on hold for 7 hours?
I bigjim444, is that you?
I
I It's difficult to believe that someone of modest cognitive ability would _actually_ spend $200 on a phone call for support.

I Email or online chat, anyone? As a first try at least.
I
I The point is -- the value of these self help forums are diluted by rants of the outraged, who have often shot themselves in the foot.
I
I And their stories usually have something in common -- they don't make sense.

I------------------------------------------------------------------------------------------------------------------------------------------------------------
Kudos0

Re: dissatisfied customer

well i don't believe i,m here again but that's how it is folks.it has been 2 months since my last complaint and still no contact as promised by [Support Agent] , i decided to use my upgrade as previously stated but the same problem exists my computer crashed as soon a i put the program on.(i have put my computer back to factory setting s to get rid of this virus the program comes with ,i would like my money back thanks

<<edit: removed support agents name as per the participation guidelines and terms of service>>

Kudos0

Re: dissatisfied customer

Hi rustyboy1156,

I sincerely apologize for the frustrations you have experienced and the lack of a call back. If you could send me a Private Message with your phone number and a good time to call, we will have someone follow up and try to resolve this matter to your liking. 

When you PM me, I'll reply with my email address so we can stay in contact and make sure that this gets taken care of. I would like to personally see to it that this issue is addressed for you, and will contact whoever I need to and ensure this is resolved. 

This thread is closed from further comment. Please visit the forum to start a new thread.