Complaint Case

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Re: Case no [Removed]

I recently changed from Windows 10 to 11. Soon afterwards I was getting pop up messages from Norton stating:

My current version of Norton 360 is not compatible with Windows 10 (even though I'm now on Windows 11). Click now to geta new version and stay protected. I was further advised to uninstall Malware Bytes on my computer. From the Norton desktop icons it appeared Norton was not operating correctly as it was not scanning. I was obviously concerned about this so I rang Norton. I rang on many occasions only to be told they could not take remote control of my computer. And each time they said it would have to be escalated up to the next level of technician to solve the problem. This was told to me by 3 supervisors at Norton. Each time they told me it would be at 4 pm. And each time I waited at home by computer with phone waiting for the call. And everytime I didn't get a call. I rang them and each time they said it was booked in for the next day, and the next, and the next. No calls at all. Eventually is appeared obvious they weren't going to escalate it all. The last supervisor I spoke to said they couldn't take remote control because it was a Microsoft problem. I spent hours going through their forums and trying to make contact. At one stage I told them my problem and they wanted £5 to answer it. All this time I was not certain I was being protected. Eventually I rang Norton again and went through it again. I asked the technician that if the product was uninstalled and re-installed would it solve the problem. And yes it did!!!!!

Further to this I rang my Internet Provider, Talk Talk, and asked to go through the HomeSafe settings. It transpires that if the Scam Protection and Virus Alerts are disable then Norton can indeed take remote control. So I had been misinformed by the Norton supervisor who directed me to Microsoft.

Finally, I rang Norton and stated I wanted to make a complaint (New case no. Removed). He took the details down and I asked him to repeat it back to me and of course he left most of it out of the complaint to which I asked him to log my complaint fully. I asked when I would get a response. He then stated that I wouldn't get one as it's all done internally. I can't believe that this company does not respond, maybe because they've too many complaints to deal with. He further stated that I can use this forum. And so I have, and hopefully others will see how Norton deal, or rather not deal, with complaints in a responsible way.

[Edit: Removed personally identifiable information to conform with the Participation Guidelines and Terms of Service]

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Thank you for your reply. Yes, this was an upgrade. However, it took endless phone calls to Norton and promises of call backs which were unfulfilled before I finally asked the technician if uninstalling and re-installing the software would solve the problem. Surely any of the technicians and supervisers would have know that a `clean install' as you stated was required.

As regards being directed to Microsoft, that was because they could not take remote control of my computer and stated the problem lay with Microsoft. Not one technician/supervisor suggested that the reason for this could lay with the settings in my Internet Providers (TalkTalk) account.

How can this be. I know nothing about computers, and therefore pay for, and rely on support from Norton. The time I spent on phone calls, waiting to be contacted, and the lack of knowledge from the Norton staff was totally unreasonable.

And Norton's policy suggests that you stick your complaint on a forum instead of dealing with an individual complaint/response. I have never known a company to act in this manner.

I for one will be changing my Internet Security Provider when my term has expired with them.

 

 

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Did you do the Windows upgrade to 11 as an upgrade or did you do a clean install? If an upgrade, it is possible that the Norton installation may have not fully survived the process. Some software seems to almost always require a reinstall after these OS upgrades. 

So the first thing to try is to reinstall your 360 and see if that resolves your Norton issues. And it seems this did work for you.

So as the Norton support tech told you, this is an issue that Microsoft has had with their upgrade process. There is not much a software developer can do if the OS corrupts their product.