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Kudos0

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.

Replies

Kudos0

Re: Pushed around Rich

Um, when you're at Norton v21.x why not turn off Automatic Download of New Version.
Automatic Download of New Version = Off will stop v21.x to v22.x 
That's how it's supposed to work. 
If you're at v22.x now.   Do you want to go back to v21.x
Last I heard it was still doable.  Then you must turn off Automatic Download of New Version.
Please anyone correct me.....

Kudos0

Re: Pushed around Rich

As mentioned, I did turn off "Automatic Download of New Version" ... this was worthless 6 times ... I want to stay on version 21.7.0.11 until Norton "officially" says that they will no longer support this version.  Norton has never issued any public statement that they will no longer support this version ... as stated, Norton just broke into my computer and made the change without my permission ... Norton then puts a message on your computer say that you "have to" reboot ... there is no other option ... after you reboot ... you are forced to use the newer Norton Security even though they have Norton 360 at the top of  the screen ... a game ploy by Norton ... I have the legal right to have version 21.7.0.11 on my computer until either (1) my license runs out; or, (2) Norton "officially" advises a stop-support-date for this version ... Norton has not done this ... they just force the new product on you ... again ... I will stop using any Norton product soon and move onto to a different vendor with ... integrity ...

Kudos1 Stats

Re: Pushed around Rich

rtdl6s:

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 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.

Actually, they do have your permission.  Norton is following their update policy, which is stated in the Licensing Agreement which you agreed to when you installed the product:

In order to optimize the Software and Services, and to provide You with the most current version of the Software and Services, You agree the Software and Services may download and install new updates and versions of the Software and Services as they are made available by Symantec in its sole discretion. You agree to receive and permit Symantec to deliver such new updates and versions to Your Device. Additionally, Symantec may modify the terms and conditions that apply to Your use of the Software and Services to reflect such updates and versions and You agree to such updated terms.

http://www.symantec.com/about/profile/policies/eulas/#norton-360

Furthermore, with Windows 10 Home Version, Microsoft also no longer allows users to select when updates will be downloaded and installed.  Because software vendors are beginning to move in this direction, it would be advisable for you to read the Licensing Agreement of whatever new security software (or any other software) that you are considering buying before purchasing the product.  I realize that users often do not pay much attention to Licensing Agreements, but they do tell you up-front exactly what the terms of use are for any product that you install.

Kudos0

Re: Pushed around Rich

rtdl6s:  As mentioned, I did turn off "Automatic Download of New Version" ... this was worthless 6 times ...

Hmm. Sorry.  Maybe the rules have changed.  I've always been able to postpone major version update/upgrade by Automatic Download of New Version = Off
I know several Norton users that are also able to postpone.  So, head scratch....

Kudos0

Re: Pushed around Rich

I'm currently running Win 7 x64 with NIS v21.7 and Auto Download of New Version = Off.  So far Norton has not forced a version update on me.  21.7 is still running well and even updated the toolbar for FF 40 earlier in the week.

Kudos0

Re: Pushed around Rich

The issue is not an upgrade of a version by Norton so that the applications runs better or faster or more secure ... the issue is that Norton has removed capability from version 21.7.0.11 which I paid for and was installed on my computer system.  A number of sub-applications  (e.g., Registry Cleanup) no longer exist in the latest version of Norton 360 (which is actually Norton Security in disguise).  There is no argument that Norton can upgrade a version ... the argument is that Norton took away paid-for capability without notice nor explaination.  Furthermore, when you call Norton customer service ... the NORTON AGENTS MALICIOUSLY LIE TO YOU and tell you that these capabilities still exist and are running in the back ground of the new Norton Security application.  There is nothing in the Norton license agreements which gives Norton the right to remove capability.  Again ... imply put ... Norton has the right to ... enhancements ... not REMOVAL OF CAPABILITY in the period which YOU HAVE PAID FOR!

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