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Kudos0

A Scam on Norton 360 Help Chat

Yesterday 3 August 2015 I had a problem running 360. Went on Norton Help Chat Line, spoke to Lorna.  After a discussion of problem, transferred to 'George' who said he worked for a company that handled Norton Problems. With my permission he took charge of my computer and circled many files, on many paghs with red lines. Then George said that there were many problems with my computer and he would repair them for $399, giving three year's cover. He then tried dropping the price, eventually to $100 for repair for 1 year. I could not get past this to request a normal Norton free fix.  Took the computer off line to break the connection. Did not agree any paid help. Presume tis is a scam and should be circulated.

Replies

Kudos0

Re: A Scam on Norton 360 Help Chat

hi Latatonia

Thanks for the information on yet another scam going around about "Norton Chat" and similar with Microsoft and other Company products.

Your advice just shows the importance of contacting Norton through the proper channels, the easiest is through the Norton UI Help Section or indeed by signing into your Norton Account.

Michael  

Kudos0

Re: A Scam on Norton 360 Help Chat

Hi Lavatonia,

Are you sure you were on chat line with Norton Support? Can you please post back the chat line web address you contacted? 

Thanks.

Windows 7 HP SP1 32-bit | Chrome 65.0.3325.146 | NS 22.12.1.15
Kudos0

Re: A Scam on Norton 360 Help Chat

Many independent tech support companies will come up in Google searches for Norton support.  Always make sure that you are contacting Symantec for Norton support.

Kudos0

Re: A Scam on Norton 360 Help Chat

I am sure I was in the Norton programme parameters when my computer became infected. I was told by my Norton 360 that my security level was at risk.. I selected for Norton to scan and correct the problem. The initial scan would not complete and it was suggested I go to HELP. I was offered a HELP CHAT and having used this very successfully a year or so ago, I clicked on this Norton service. An adviser called Lorna discussed my problem with and then suggested she would have to pass me to a more senior adviser to help with my problem. I was connected to a gentleman with a quite pronounced foreign accent. Said his name was George Told him my problem. He asked if I would let him take control of my computer. Agreed as this had been most successful on the previous Norton help session. He whisked around many screens, circling file names in red pen. Said it was a serious infection and needed a lot of repair. He then went on to say that for about $300 to $400 he could do this repair and give me 3 years full service guarantee. I queried the free Norton service I wanted and a lower price was offered for a one year guarantee. He would not engage in a discussion, so I logged off. However, my computer subsequently became seriously infected with a virus and a very expensive virus removal has been necessary. Today. Hence my delay in replying. There is no doubt that I was led into this problem by following Norton on screen instructions.
Kudos0

Re: A Scam on Norton 360 Help Chat

how did he take control of your computer?  were you sent to Norton.com/link where you have to enter a pin number?

Kudos0

Re: A Scam on Norton 360 Help Chat

hi Lavatonia

For many years I have yet to chat with Norton Support where the name of the person was an "English name", to chat to two people with English names is extraordinary. I doubt that you were in contact with an Official Norton Support agent. I have never been invited to pay any amount of money for a repair through Norton.

The best way to contact Norton Support is by the methods I've already mentioned.

Michael 

Kudos0

Re: A Scam on Norton 360 Help Chat

Norton charges $99.99 for one-time virus removal.  I do not think you were dealing with Norton.

http://us.norton.com/nortonlive/spyware-virus-removal.jsp

Kudos0

Re: A Scam on Norton 360 Help Chat

I don't think he was either SendOfJive but Lavatonia seems convinced that he was using an internal Norton link, which seems to be worrying.  No mention of a Google search or the like.... 

Mike
Kudos0

Re: A Scam on Norton 360 Help Chat

Several points raised. No I did not go near Google. I stayed in Norton. No reference numbers were given and 'George' just took over my computert, after asking me.

The sequense was a natural flow inside Norton - just as I had sdiccessfully done a year or so ago.

Kudos0

Re: A Scam on Norton 360 Help Chat

hi Lavatonia

The more you describe the situation the more it shows that you were not in conversation with a legitimate Norton Support worker.

Where ever you found the link it certainly did not connect you with Norton Support.

Every Norton Support agents will give you a Case Reference each time you visit, no Norton agent would ask for $400.

Certainly do not pass over any money/Bank details and I would not contact them again or speak to them if they contact you.

Tell us what is going wrong with your laptop and Norton, Forum users will assist in trying to get it to work or point you in the direction of help with no charge.

It may be a visit to a specialist site is already warranted.

Michael

Kudos0

Re: A Scam on Norton 360 Help Chat

Lavatonia:

Several points raised. No I did not go near Google. I stayed in Norton. No reference numbers were given and 'George' just took over my computer, after asking me.

The process to initiate Chat with Norton Support presents you with.... "Your case number: 123XX678" before you click Start Chat button.   And during Chat you are asked to confirm personal information and are reminded to make note of the support case number.   So, either you missed the case number or,......?

Kudos0

Re: A Scam on Norton 360 Help Chat

Hello Lavatonia,
fwiw ~ quote by today's support session.

We take all complaints of Brand infringement seriously. We are investigating the activities of many third-party companies purporting to provide support for our products. The information you can provide us will be used for further investigation and Symantec will take the appropriate action based on our findings. I recommend that your friend should contact us so we can get further information about their conversation.
Kudos0

Re: A Scam on Norton 360 Help Chat

I fully accept the many comments and queries following my problem with Norton Help. If anything, ny acceptance of the smooth passing to the 'Senior Technologist' should perhaps have alerted me to something being wrong. I used the Norton Help Chat very successfully the last time and I thought I was in the same procedure. With hindsight, no case numbers were given to me by either person and that should perhaps have rung bells. However I felt ."Safe in the arms of Norton"! A local computer repair technician, very well known, used and respected in my town visited at my request and identified the viral which had been planted, recognised and dated it before I gave him the date of my problem It has been removed, after two hours work and the computer appears to be healthy again. I am a bit nervous of doing any diagnostic searches in case I upset the present equilibrium!!! Just a bit cautious about what to do in,say, another year's time if I am referred to the Norton Chat Help - if I get another Norton related problem. After paying the Technician for the repair - food parcels and sympathy gratefully welcomed........
Kudos0

Re: A Scam on Norton 360 Help Chat

hi Lavatonia

I'm pleased you are now sorted out.

Michael

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