Norton failing to supply fixes without third party assistance

I notice of late that a contributor going by the name of Quads is continually required to fix users machines ? I have licences for both NIS and KIS available to me but have chosen to use my Norton licences in the past, however I am getting increasingly concerned at what appears to be the reliance on third parties (Quads) to fix users machines, and Nortons apparent failure to protect the machines in the first place?