I need to make a complaint. I called you several times about an issue with my Norton Internet Security. You were unable to fix it first time, but a L2 advisor got involved, ran the Norton Power Eraser software and identified a threat on my machine called newshortcut. They did not have any information about this file and left it as is.
Then Norton Internet Security broke again the next day, I rang back and spoke to one of your advisors called, Balaji. I spent an 1 1/2 with him and tried to get Norton Internet Security to work, he couldn't do it, so I asked for a refund on the software and got 40% of it as my subscription had been running longer than 60 days.
However, Balaji actually deleted this unknown threat on my computer that was identified by the Norton software. He removed it and clicked on the restore backup option in case anything did go wrong with my machine. Ever since then my computer has been a mess. It freezes every few hours for about 5 minutes then goes back to normal. It beeps loudly sometimes when it freezes, other times it doesn't. I work from home, and the machine has been compromised to such an extent that it is very difficult to use it now.
What I find problematic is that I called Norton initially because your software was not working. I've been with you for 4 years, and never had an issue with you in the past. Then, in an attempt to protect my computer, I ring you to resolve the issue, not only can you not get Norton Internet Security to work again, but you also ruin my whole computer system.
I have had an engineer come out to look at my system and attempt to repair it. He kept the computer for 2 days, which cost me hundreds of pounds in missed appointments. Also, he was unable to resolve the issue, so now I am stuck with this faulty computer which your advisor, Balaji, broke. I want to repeat, I never had any issues with this computer in the past. It was right after he removed the file that this started! The engineer cost me £60, the computer itself cost £800. I am outraged that I have been put in this situation. If I am unable to resolve this issue my phone call to you has cost me my computer, lost wages and extra repair fees. Not only that, if I want to continue to work from home, I will have to buy a whole new computer that does not freeze a couple of times an hour, again costing me, hundreds of pounds.
I am appalled by your actions. I am also appalled that when trying to report this damage, I was unable to find contact details to send an email to, and had to go into a chat with one of the advisors like Balaji, who was responsible for this whole debacle in the first place. I would really like you to look into this issue as a matter of urgency, because I will be taking this further, I am not going to accept having one of your advisors take a guess on a file that was unknown to you, costing me approx £1000 pounds and accepting that.
[Edit: Masking case ID to conform with the Participation Guidelines and Terms of Service]