Week ago my computer crashed and I selected Norton 360 Recovery, followed the prompts and now my computer is restored with factory settings. No back-up files can be found or restored. I pay for extra Norton memory for back-up and my Norton 360 is always paid up. Tech tried to fix it, did re-install Norton, but says I never activated the back-up option. Upon further research they see that I did so exercise that option. Promised a Tech would call at 6pm last Friday, no such call. I'm very busy, and could not follow-up until last night. Waited 0ne hour to chat, talked to [Removed], [Removed] then changed to [Removed] after 20 minutes of her incompetence, she wanted to transfer me to a higher level Tech, waited 25 minutes and he / she never came on after tech left. I had to get to sleep... so today I've emailed all the top brass at Norton / Symantic and I'm waiting to see if any of them respond. I cannot believe that Norton / Symantic would not do as they said, and fix it. Thought this company and their product was the best... I'm not inclined to trust them or their product ever again. I still want the problem fixed, and want Norton / Symantic Technical advisors to be more empathetic and helpful.