Norton 306 didn't delete a virus and it cost me $99.99

Norton Security | Norton Internet Security
1

I'm not real happy that my Norton 360 didn't delete a virus (Trojan.gen) So I did the online chat with a tech who remote viewed my computer and tried to fix it.  Said he couldn't and they only way to get rid of it was to pay $99.99 for a higher level tech.  Which I did, then I was told they would call me back within 1 hour (this was at 5:15 pm last night) by 8:30 I called back in to find out what happened and they said they are backed up - so I set up a call for this morning at 9am.  The supervisor (Nino) guaranteed me a call back.  Well come 9:25 I called in myself, not wanting this virus to be on my computer longer then it needs to be AND my credit card has already been charged $100.

A tech called me then remote accessed my computer (again) after 2 hours I asked for her supervisor.  After 2 1/2 hours I got someone else who proceeded to delete the infected file (quite simple - I know, because I watched)  SO 3 hours later I finally got the infected file off my computer.

 

My question now is :  Why didn't the remote tech last night try to delete this infected file without costing me $100?

Why did the tech not call back within 1 hour as promised after they got my credit card info?

Why didn't I get my call this morning as promised from Nino?

Why did someone mess with my computer for 2 1/2 hours and not realize they were over their heads and pass me to someone else.

I now have a lot of money AND time invested with this problem.  I am not sure I will continue to buy this product because of this.

 

Cindy

 

Oh and I've saved the 3 hours of chat......

2

I'm not real happy that my Norton 360 didn't delete a virus (Trojan.gen) So I did the online chat with a tech who remote viewed my computer and tried to fix it.  Said he couldn't and they only way to get rid of it was to pay $99.99 for a higher level tech.  Which I did, then I was told they would call me back within 1 hour (this was at 5:15 pm last night) by 8:30 I called back in to find out what happened and they said they are backed up - so I set up a call for this morning at 9am.  The supervisor (Nino) guaranteed me a call back.  Well come 9:25 I called in myself, not wanting this virus to be on my computer longer then it needs to be AND my credit card has already been charged $100.

A tech called me then remote accessed my computer (again) after 2 hours I asked for her supervisor.  After 2 1/2 hours I got someone else who proceeded to delete the infected file (quite simple - I know, because I watched)  SO 3 hours later I finally got the infected file off my computer.

 

My question now is :  Why didn't the remote tech last night try to delete this infected file without costing me $100?

Why did the tech not call back within 1 hour as promised after they got my credit card info?

Why didn't I get my call this morning as promised from Nino?

Why did someone mess with my computer for 2 1/2 hours and not realize they were over their heads and pass me to someone else.

I now have a lot of money AND time invested with this problem.  I am not sure I will continue to buy this product because of this.

 

Cindy

 

Oh and I've saved the 3 hours of chat......

3

If I were you, I would first of all ask for a refund (for the extra service) since the problem is not yet solved and you've already spent so much time. Wait until a representative reads this forum or call directly support.

 

Now, to get rid of the virus I suggest the following:

 

1) Download and run Norton Power Eraser http://security.symantec.com/nbrt/npe.aspx This is a tool that scans your system even deeper to detect malware infections.

 

If that doesn't solve the program...

 

2) Go here http://security.symantec.com/nbrt/nbrt.aspx?lcid=1033 and download the Norton Bootable Recovery Tool. This program will help you create a bootable media (DVD or USB) from which you can start your PC (without loading Windows) and perform a full system scan. You need to write down your Norton product key because the utility will ask for it. In order to boot from the media you've created you'll have to restart your PC and start hitting F6 (usually) as soon as the monitor turns on. Then select the media (DVD-ROM or USB drive) from the boot menu.

 

If Norton fails again to detect anything...

 

3) Try at last installing and running Malwarebytes antimalware. You can find it and download its free version here http://www.malwarebytes.org/ . Perform a full system scan after updating it. This utility (the free version - do not enable the pro) does not include real time protection so it won't cause any conflicts with Norton.

 

All links above include further instructions. Good luck. I hope this helps.

 

John

4

Hi katbeattina,

 

I agree with tzon89's first bit of advise - ask for a refund.

 

However, I would recommend  you go to a Malware Removal Forum for assistance.  I feel you will get your best assistance through the following information that our old friend Delphinium supplied.

 
Here are some places where a real malware expert can work with you one-on-one in real time to dig these things out. Some of our best folks here have checked them out to make sure that they are capable, and competent to deal with rootkits and other nasties. Most of them handle tricky Windows problems as well.

 

Be advised, any programs you run prior to seeking assistance on the malware removal sites may cause addtioanl problems that woudl inhibit the experts to be abe to assist.


http://www.bleepingcomputer.com/
http://www.geekstogo.com/forum/
http://www.cybertechhelp.com/forums/
http://forums.whatthetech.com/
http://support.emsisoft.com/forum/6-help-my-pc-is-infected/


5

Thanks everyone for the advise - 1st thing I asked for a refund. 

I tried the eraser yesterday before calling in and it didnt get it.

 

Now Im going to one of the other forums for help.

 

Kat

 

 

6

Hi kat,

 

Please let us know how things go.

7

Kat,

 

I hope you get your issues resolved sucessfully.

 

I had a somewhat similar situation occur last fall on my PC (Windows 7 64-bit).  This was prior to installing Norton 360 so I don't know if 360 would have blocked this particular malware attack.  I got hit with what some refer to as the "FBI" virus, typical symptoms, locks the user out of most screens, wants the user to click a bogus "fix PC" link, etc.

 

I tried to do a scan-clean, etc, but I didn't have to invest much time in the issue as I always keep a cloned HDD on the shelf which is a fairly recent cloned copy, so all I needed to do was to install my cloned HDD and I was recovered fairly fast, after copying over a few incremental files/folders of frequently-edited items. 

 

I clone about every 8 weeks, primarily as a protection against pesky virus/malware issues.  For me, it's an invaluable "peace of mind" insurance activity which takes about 1-2 hrs every 8 weeks.  That time includes the actual cloning, and testing of the newly-cloned HDD.  For me, it's the best way to go since I'm backing up everything at once, OS, all programs, all files/folders.

 

I'm not cloning with Norton Ghost though, as I've been using Acronis 2011 Backup Software for a couple of years.  I also use "Clonezilla", a freeware Cloning Tool, for occasional cloning.

 

I use "hot swap" SATA racks in my PC tower to facilitate speedy HDD removal and install's.

 

Regarding the suggestion of using a "2nd-opinion" scanner, I agree with most at this forum and I also run "MalWareBytes" pro.  I have been running the "real-time" pro version in conjunction with 360 for about 6 months after reading some online info about possible conflicts with MWB & AV's. 

 

So far, I've not seen any visual conflicts with 360 and MWB.  Perhaps the conflics are occuring, resulting in a slower PC response times with some apps.  If that's how the MBW/360 conflicts occur, I'm ok with that as I like the idea of a 2nd-opinion scanner being real-time.

8

you answered your question

 

My question now is :  Why didn't the remote tech last night try to delete this infected file without costing me $100?

 

They made $100 fixing their own FAILED software

9
Nekkedrunner wrote:

[ ... ]

 

My question now is :  Why didn't the remote tech last night try to delete this infected file without costing me $100?

 

They made $100 fixing their own FAILED software

Veryvery often trojans get into the system by invitation -- unwitting since they can be written so that something comes up asking you if you want something and when you click anywhare, including on No Thanks, it invites it to install itself.

The actual file may not even be dangerous at that moment but once it is in place it can go to work but be doing things that are permissable like deleting files or changing settings.

 

It's rough when you experience it but it can't always be blamed on the security software and certainly not on Norton alone since it happens to all users even if they are using other good software.

 

So Practice Safe Computing and Remember:

 

The Greatest Danger to your Computer lies between the Left Ear and the RIght Ear of the User ......

10
huwyngr wrote:
 

The Greatest Danger to your Computer lies between the Left Ear and the RIght Ear of the User ......


Hey Hugh, how did you know I resembled that remark! 

11

You got two ears don't you ?