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Pushed around Rich
Over the past few months, Norton has forced their new product onto my computer without my permission or knowledge that it was going to happen. This has happened six (6) times. After each of these six individual times, I have called Norton Support via 800-745-6048. Each time I have waited a minimum of 1-hour and 10-minutes for them to pick-up. After they finally answered, they immediately refused to restore my product to what I purchased (i.e., Norton 360 with many valued features deleted from the new Norton Security). With just about every call, they boldly lied to me and told me that either: (1) I could not be restored to the product I purchased; or, (2) valued sub-applications which I often used (e.g., Registry Cleanup) were in the new version of Norton Security and ran with disk optimization. During two (2) of the six restorations to the valued Norton 360 application, they screwed up my computer so bad that they had to get their Level 2 involved. Within 10-days of each restoration to the valued Norton 360, they automatically put the newer Norton Security back onto my computer without my permission even though, per their guidance, I set the flag stating that this should not happen. Each time that they did this forceful and unwanted upgrade, I requested that an additional two (2) months be placed on my license. In all, they have added an additional 8-months of license. However, this is not valued because I plan to very soon drop the Norton product and install one of their competitor's products. I'm in research now for which one to pick and am currently leaning towards Kapersky. Norton had zero right to force their new product onto my computer without my permission. Even Microsoft will not do this as they allow you to select your upgrade process (e.g., auto, download w/ or w/o loading, do nothing). Norton has cowardly put the Norton 360 title on their Norton Security product for existing customers they have forced the upgrade on. Norton has not followed their own upgrade policies in not allowing their customers to enjoy their purchased product versus forcefully putting a new product and sub-optimal product on their customer's computers. Norton's concept of customer service is anything but customer service. Of my six downgrades to the real Norton 360, 100% were performed by a Level 1 agent. In my last call, I was told that Level 1 agents have not been able to perform the downgrade for over four (4) months. Again, another Norton agent lie. Norton refuses to allow Level 1 to downgrade. It took over 24-hours for a Level 2 to get back to me. After 2 hours with this Level 2, he screwed up my computer so bad that the downgrade would not load. Although he promised to call me back to complete the downgrade, it has now been 3 days and no callback. Folks, Norton was once a good customer service company and that era has ended. They are now a "screw the customer and give them what we want versus what they value and want" company. As stated, I'm looking for a good replacement to Norton Security. I'm looking for a security company with integrity ... Norton is no longer that type of company. And folks, search the internet where you will find that true experts agree with me.