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Zali wrote:
Am I the only one or is this a systematic extortion scam.
I bought Norton Internet Security 2007 which was advartised as a supreme software to uproot malware from my computer
.Well lo and behold the program located some malware and here comes the rub.
If I want the progrma to also remove the bad guy I need to cough up another $99.99
[ ... ]
You know when you have a problem and address the manufacturer you will alway do better to assume there is a misunderstanding if you want a solution!
<< If I want the progrma to also remove the bad guy I need to cough up another $99.99 >>
This is the first time I have ever heard of this but I can think of two situations where it could seem to be happening:
- NIS found Malware and could not remove it so suggested you talk with Norton on line.
- You were attacked by another piece of malware with a pop up telling you your computer was infected and to click on a button to get it fixed upon which they will try to sell you their software which may or may not work.
So far as the first is concerned I believe Norton do offer a pay for service option, just as others like Microsoft do, but if you give details of the malware you found that could not be removed then you may find out here how to remove it without any charge.
So far as the second is concerned these pop-ups are welll known and should be avoided -- even clicking on the [X] to close them can activate the link to their website -- use ALT + F4 instead.
Look forward to details of what happened. Please say what version of NIS your are using and how uptodate it is and also what version of Windows and Service Pack.
From your post, it seems that you have Norton Internet Security 2007 installed, and you receive a popup from “antivirus 2007” saying that your system is infected and you need to upgrade or download something else. Is this correct? It sounds like a known misleading application is trying to get installed on your system. I would recommend updating your definitions for NIS and running a full system scan to ensure your system is secure. Please let me know if I am mistaken, and include any additional information you have regarding this issue. Thanks!
yea, i got one of those pop-ups once, took me awhile to figure out that it wasn't my NIS, that it was just someone trying to get me to pay money to them for the privledge of installing their malware..... the buzz word for this kinda stuff is 'social engineering' make the user believe one thing so they they will click the link and when they do click it..... malware is installed.
safest bet is to always when you get a popup window you have never seen before is don't even click it to close it, use alt-tab to select it then use alt-f4 to close it. After that i always run liveupdate manually and then do a full scan.
just like we all learned to do with not clicking links in email we now have to learn that unfamilliar pop-ups need to be killed.
NO guys, you are going out of your way to justify Norton. I ran a scan and the program identified a Trojan called Download.
It could not remove it but provided instructions for removal. Then whe this process did not work either I called Norton.
That's when they said (i am paraphrasing) "What you expect our program to also REMOVE the stuff for the price you paid?"
" Ha, how naiive of you..."
" What do you mean, I paid full price for the program" Said I.
"Well" Said the HELPER, " If you want to remove the malware you have to pay us $99.99 period!"
I can provide a transcript of this silly conversation....
wow....
but somehow i still don't beleive you were dealing with a norton rep.. as far as i know norton does not charge you 99.00 for anything after the fact like removal... something doesn't sound right.
it's been awhile since i asked them to help me, but the last time they didn't charge me
Zali wrote:I can provide a transcript of this silly conversation....
please do I want to read this....
OK how do I post a PDF file?
I'd almost guarantee you didn't talk to a Symantec rep, if that conversation is true. That, or its a service rep on his way to a firing.
If your license for NIS 2007 is still valid, you're entitled to updates to the software, which handles both detection and cleaning.
This sounds like Zali got into the Spyware & Virus Removal Service support queue. This service is provided for those people who do not have an anti-virus product installed, or, need or want assistance cleaning up an infection that Norton AntiVirus and Norton Internet Security cannot entirely cleanup on their own. Many users feel uncomfortable following the manual cleanup instructions, so this service is targetted at them.
Manual instructions for cleaning up Downloader can be found here. Anti-virus products can not always clean up this type of infection once you've already been infected and some user invention is required.
You are right I got cought in the net of "Support".
I am very comfortable with computers and can handle quite a bit of tweeking and programming.
The program identified the trojan "Downloader" and could not eliminate it. The instructions for cleaning it up were:
1- disable system restore
2- restart windows in safe mode
3- run the scan again and all should be honky dory.
Well I did just that except all was not well the program still could NOT eliminate the trojan.
Now it's not refund I am looking for. It's some integrity and professionalism.
If the product cannot perform as advertised and tech support intervention is needed, so be it.
But to charge an extra $99.99 for that service is uncontionable and an outrage. It boils down to charging extra to make the product, that was already paid for, do what it is supposed to do to begin with.
I know I will not get satisfaction as you guys are not in a position to help. I was very frastrated and upset and needed to vent.
Thanks for listening anyway.
End of diatrib.
Zali