Hi,
I sent just some minute ago a post on a spybot.
Before posting here I tried to contact the chat. I appreaciated the effort of the operator, but it seems that the chat is mostly cosmetic initiative.
Sure, I could not clearly express the problem, but also it seems to that they do not have a clue on product fuctioning, and made mainly a call center flow.
I think, but I could be wrong, that a question like this:
cleaning tasks for a specific threat come from the signature/remedy couple or from what actually happened to the specific system?
is clear. Also is relevant if all that happens on a file detected but never executed.
I still do not have an answer to this question, and it should (I think) get a definite or argumented answer, as we all could understand how to consider the message we get.
Some had more helpful experiences with support chat?
Thanks
Fabio D'Alfonso
Many people have reported good experience with the Norton OnLine Support via the CHAT link but most often that is with subscription or renewal problems.
I would suggest that dealing with an infection by remote control is much more difficult since the support people can actually operate their own database of our subscriptions renewals and so on but they can't even see our computers. Remote Access can be useful but it always seems to have a problem if a reboot is needed since that breaks the connection both for control and for communication so I think you may be lucky that you did not get that far.
And as you said it is a problem to express problems clearly to both parties.
May I suggest concentrating on dealing with your actuall problem on the malware because there are some really experienced people here -- I've added some questions to your other message since I don't fully understand what you have posted -- but then I'm not one of the infection experts.