I'm just getting more and more disappointed with Norton. Yesterday I bought 360 Deluxe so I could put Antivirus protection on my daughter's new laptop. This was my first disappointment. I've been a user with 360 Standard and am locked in for 2 more years (that was my first mistake). I had assumed that I could somehow "upgrade" to the deluxe package so I could grab an additional license, but NO, I had to "buy" a whole extra package to get the deluxe. The support person tried to make me think I was getting a deal by offering me deluxe as an "upgrade" to my standard package at the same price as I could get it on the internet without their help but with the additional perk of "I'm locked in" for the same term as my standard until 2025 but would have to pay the full fee annually. Seriously, Norton assumes we are idiots. So I bought it myself and I have the flexibility what to do next year. (I opted for deluxe vs. another standard so I could add security to a 3rd device).
Today was another disappointment. We foolishly got PC app on my daughter's laptop. As soon as I realized it was an adware site I tried to uninstall what I could but you can't just "uninstall" that once they get you. So did my research and was told that my antivirus/malware aka Norton should find and remove that. I ran another scan, but hmmm... the laptop is supposedly clear and no issues were found - but the ads keep popping up. So I decided to install TotalAV free version and thanks to them, that program quickly found the malware and removed it.
Norton - thought you should know that your product failed on something that seems to be a well known malware issue. Might want to update your product.
Once my 2 years is up, I'm going to switch providers. Up until today I did feel confident in your product but now I'm not so sure. I'm also tired of the CONSTANT attempts to upsell me on this and that.
Oh... and it also isn't easy to provide you with this sort of feedback. I tried to provide it privately through support, etc. But now I'll just put it here for others to read.
It looks like you may have picked up a PUP, a Possibly Unwanted Program. While they are annoying, they do not cause damage to your system. Some people actually want the 'Features' offered by these programs. They are usually downloaded alongside a legitimate download when you do not uncheck the option for the additional download.
Norton products concentrate on malware that can damage your system, that is why some PUPs are not detected. Many users here rely on a second opinion scan using the FREE version of Malwarebytes. It focuses more on the PUPs that Norton does not focus on. You can find it here https://www.malwarebytes.com/premium/
Virus Protection Promise: You must have an automatically renewing device security subscription with antivirus for the virus removal service. If we are unable to remove the virus from your device, you will be entitled to a refund based on the actual price paid for the current term of your subscription. If you have a subscription from NortonLifeLock purchased with either another offering from NortonLifeLock or a third party offering, your refund will be limited to the price of only your subscription for the current term, not to exceed the total price paid. Any refund will be net of any discounts or refunds received and less any applicable taxes, except in certain states and countries where taxes are refundable. The refund does not apply to any damages incurred as a result of viruses. See norton.com/virus-protection-promise for complete details.
fwiw ~ as MalwareTips DIY Guide informs [here] and as @SoulAsylum shared.
PC App Store is installed by the users, whether that is knowingly or not. Often, this type of program is offered through advertisements, cracks for games, or bundled with other software, leaving the user puzzled about where this software came from.
Unfortunately, some free downloads do not adequately disclose that other software will also be installed and you may find that you have installed PC App Store without your knowledge.
You should always pay attention when installing software because often, a software installer includes optional installs. Be very careful what you agree to install.
Always opt for the custom installation and deselect anything that is not familiar, especially optional software that you never wanted to download and install in the first place. It goes without saying that you should not install software that you don’t trust.
1) Was there a feedback link above? I couldn't find it. My feedback is contained in my original post.
2) And I only bought the additional subscription yesterday so yes, within 60 days. But unless you can offer something in the form of an "upgrade" that is a savings to buying a full additional product, I'm fine with it for now. I don't want to have to manage various AV software. And we can always run Total AV again if we run into issues - but we shouldn't have to do that. I'm locked in with my other product.... I have 2 subscriptions now because you couldn't simply upgrade the standard to deluxe.
If Norton failed to find and remove malware as you state then why would you keep it on your system for two more years?
If it were me I would uninstall immediately, accept the loss of whatever the subscription costs and then install another. Why would you take the chance that your system would be reinfected and possibly your losses far greater than the cost of a subscription?
Was there a feedback link above? I couldn't find it. My feedback is contained in my original post.
And I only bought the additional subscription yesterday so yes, within 60 days. But unless you can offer something in the form of an "upgrade" that is a savings to buying a full additional product, I'm fine with it for now. I don't want to have to manage various AV software. And we can always run Total AV again if we run into issues - but we shouldn't have to do that. I'm locked in with my other product.... I have 2 subscriptions now because you couldn't simply upgrade the standard to deluxe.
I'm just getting more and more disappointed with Norton. Yesterday I bought 360 Deluxe so I could put Antivirus protection on my daughter's new laptop. This was my first disappointment.
Do you want to request a refund? Are you within 60 days of the purchase date?
Annual subscriptions: Norton annual subscriptions include a 60-day Money Back Guarantee. Under our 60-day Money Back Guarantee, the purchase of a Norton annual subscription is eligible for a full refund, if requested within 60 days of the purchase date. Each annual renewal payment is also eligible for a full refund, if requested within 60 days of being charged. For an annual paid subscription after a free trial, you can request a full refund within 60 days of being charged. Subsequent annual renewal payments are also eligible for a full refund if requested within 60 days of being charged.
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Today was another disappointment. We foolishly got PC app on my daughter's laptop. As soon as I realized it was an adware site I tried to uninstall what I could but you can't just "uninstall" that once they get you. So did my research and was told that my antivirus/malware aka Norton should find and remove that. I ran another scan, but hmmm... the laptop is supposedly clear and no issues were found - but the ads keep popping up. So I decided to install TotalAV free version and thanks to them, that program quickly found the malware and removed it.
Norton - thought you should know that your product failed on something that seems to be a well known malware issue. Might want to update your product.
