I had just renewed my Norton subscription in early April of 2020. When booting up my Macbook Pro one day , I noticed that Norton was not loading properly. Not wanting to be exposed to any sort of security issue , I immediately contacted Norton via online chat. I was emailed a removal tool and a link to re download my active subscription. I installed the removal tool and proceeded to re download Norton antivirus. The download failed because the removal tool hadn't erased all of the existing Norton files entirely. I again contacted Norton through telephone and was basically told , " I am sorry but at this time I am unable to help you because of the Covid-19 situation. You will have to wait until a later time in which technical support is available."
Not more than a few days after being told I couldn't be helped , my Macbook Pro was hacked and ultimately rendered unusable by the hacker. The hacker had also taken control of my email accounts (one of which contained all the relevant info regarding my Norton account ) and changed their passwords. I just regained control of the email accounts as of July 9th and was now able to contact Norton with the information that was previously requested for a refund.
I contacted Norton via telephone on July 12 in order to get a refund. After a very long wait I was told that the best that could be done for me was a pro rated refund. WHAT? I had a $2000 plus laptop completely destroyed due to lack of security that I had paid for and I can't get a full refund???? What about the lack of technical support that should have been provided to me but was unavailable , no fault of mine ??? In my opinion , this the worst customer service that I have ever experienced!!
Just wanted to give my fellow Mac users a heads up as to what could happen as we still find ourselves dealing with the Corona virus and it's implications on companies work forces.
Todd Orr