Hello folks, 1st time post on your forum, so I hope I'm in the right place to ask this....First a little background, I'm not very computer literate and like most my age we depend on tech support to help if we have any issues with a computer related product...in this case it was Norton.
The problem occurred about 2 weeks ago and it was that I could not log into Norton identity safe vault....instead of the normal box to type in my master password and different box came up for me to log into my account....I did that and it would bring me back to the same box that I stated with...so I called Norton tech support....and got someone a male that was from some other country that was some what difficult to understand...but what the heck lets give it a go....he asked to take over my computer to make change some files etc and fix the problem...I said fine as long as you don't change any setting as to how I view and my computer...he said not to worry he would make sure it would not be changed, and if it was he would get it back the way it was.
So he took it over and went through several steps clicking here and there and then put the computer in 'safe mode'...I did not know what this was at the time....any way after some time he had take over and log into the Norton vault...which I was able to do...that was fixed...but I said to him theres something different with how I view my pages...the icons at the bottom are large, and the print etc on the websites looks plain looking, not color etc...and asked him to put it back the way it was before....to that he said something to the effect..."I can't change it back, you will have to CALL Microsoft to get help with that"...also " that I was watching him do what he was doing and should have known what he did"....I assume he meant I should have stopped him....
And with that he said he was done and that was that....so there I set with a messed up computer caused by Norton tech support and left to contact Microsoft if I wanted help with what he did. I then remembered about 'system restore' as I have used that a time or two in the past, hoped it would return my computer back to the way it was before the Norton tech screwed it up...well I did it and it did come back the way previous, and the identity safe log-in also worked.....since then I learned that what he did was to put my computer into the safe mode, and there was other ways I could have gotten in reset to the proper setting...
So a few days passed and it still bothered me why a company that I always thought had superior tech support would have someone working for them that intentionally messed up my computer and left it...so I tried to call and talk to someone to at least report this...when I called I got tech support again and told them to please let me talk to a supervisor and explained why....finally after some coaxing and waiting (she) got someone on the line who said he was a supervisor of the tech support....I explained my reason for my call and explained it all to him....he said he would get back to me....well its been over a week and still nothing from he or Norton....incidentally, before every time I called Norton for tech support, after I would always get a email/survey asking how they did....this time the original tech never sent that email/survey....
So in conclusion and sorry for the long message, but what would you folks do as far as staying with Norton or look for some other company for internet security?...in the past I always though the Norton was the best...now I don't trust their tech support at all, nor that they have anyone or system in place that will correct any problems or in my case a person who deliberately messed up my computer and then slithered away!