10 days ago, I discovered that Norton 360 on my computer was not responding and my windows firewall was blocked and internet was not working properly. So straight away, I suspected a virus. Called Norton straight away, sat on the phone listening to god awful hold music for 2 hours before I eventually got through to someone. They made me pay $199 (australian dollars) for a Virus Removal Expert. At first thought, $199 AU on TOP of my NZ$99 yearly subscription was a bit harsh. This should be incorporated into our subscription. Anyway, 10 days later, Norton were unsuccessful at removing the virus so I've taken my computer into an IT specialist and they lauged at me, told me Norton was completely ripping me off and that I could only salvage my computer by re-installing windows as the virus is embedded itself into the windows registry files. Since I've had no computer in 10 days, I've chosen to go down this path, re-install Windows and start fresh again. I have contacted Norton to refund me my $199 since they wee unsuccessful at removing the virus. I'm still waiting on a call back to advise if they will refund me or not.
Since I've been let down by Norton's product and I paid for a 2 year subscription and after all the hassle trying to get my computer fixed and spending countless hours on hold on the the phone to India and Philippines, I decided Norton 360 is not working for me. So I requested a refund on the second year of my subscription (NZ$99), as I'm paid up until June 2014. I certainly do not want to use Norton again, considering Spybot Search & Destroy was more successful at picking up threats than the Norton Boot up CD (which picked up nothing!) so I don't want to use Norton anymore . However, Norton tells me that I am not eligable for a refund on my subscription as I needed to request a refund within 60 days or purchase. If I had known about this, I would not have paid for a 2 yearly subscription.
I'm sorry, but if you pay for a product or service that has proven to be ineffective and has failed to do what it's supposed to do (i.e. blocking viruses). I should be entitled to a refund at least on my next years registration and it's completely unacceptable for Norton to tell me, "sorry, tough, but we're not refunding you. You can only request a refund within 60 days of purchase". Well, I'm sorry, maybe I should have contacted the person who created this virus and told them to make sure they infected my computer within 60 days. Customer Services were very rude and to be honest, completely appauling.
I just want my refund for 1 year subscription (NZ$99) plus the AUD$199 that I had to pay for unsuccessful virus removal, as Norton let me down and I am disassisfied with the product and service. I'm happy to accept a cheque from Norton to cover the costs of me having to take to another IT specialist. I have consumer rights and my rights are being denied. I paid for a product that clearly does not work properly and therefore I should be entitled for a refund.
I apologise in advance, but I am extremely angry about this whole situation. And I'm sick and tired of sitting on hold for hours on the phone trying to get through to someone at Norton.
10 days ago, I discovered that Norton 360 on my computer was not responding and my windows firewall was blocked and internet was not working properly. So straight away, I suspected a virus. Called Norton straight away, sat on the phone listening to god awful hold music for 2 hours before I eventually got through to someone. They made me pay $199 (australian dollars) for a Virus Removal Expert. At first thought, $199 AU on TOP of my NZ$99 yearly subscription was a bit harsh. This should be incorporated into our subscription. Anyway, 10 days later, Norton were unsuccessful at removing the virus so I've taken my computer into an IT specialist and they lauged at me, told me Norton was completely ripping me off and that I could only salvage my computer by re-installing windows as the virus is embedded itself into the windows registry files. Since I've had no computer in 10 days, I've chosen to go down this path, re-install Windows and start fresh again. I have contacted Norton to refund me my $199 since they wee unsuccessful at removing the virus. I'm still waiting on a call back to advise if they will refund me or not.
Since I've been let down by Norton's product and I paid for a 2 year subscription and after all the hassle trying to get my computer fixed and spending countless hours on hold on the the phone to India and Philippines, I decided Norton 360 is not working for me. So I requested a refund on the second year of my subscription (NZ$99), as I'm paid up until June 2014. I certainly do not want to use Norton again, considering Spybot Search & Destroy was more successful at picking up threats than the Norton Boot up CD (which picked up nothing!) so I don't want to use Norton anymore . However, Norton tells me that I am not eligable for a refund on my subscription as I needed to request a refund within 60 days or purchase. If I had known about this, I would not have paid for a 2 yearly subscription.
I'm sorry, but if you pay for a product or service that has proven to be ineffective and has failed to do what it's supposed to do (i.e. blocking viruses). I should be entitled to a refund at least on my next years registration and it's completely unacceptable for Norton to tell me, "sorry, tough, but we're not refunding you. You can only request a refund within 60 days of purchase". Well, I'm sorry, maybe I should have contacted the person who created this virus and told them to make sure they infected my computer within 60 days. Customer Services were very rude and to be honest, completely appauling.
I just want my refund for 1 year subscription (NZ$99) plus the AUD$199 that I had to pay for unsuccessful virus removal, as Norton let me down and I am disassisfied with the product and service. I'm happy to accept a cheque from Norton to cover the costs of me having to take to another IT specialist. I have consumer rights and my rights are being denied. I paid for a product that clearly does not work properly and therefore I should be entitled for a refund.
I apologise in advance, but I am extremely angry about this whole situation. And I'm sick and tired of sitting on hold for hours on the phone trying to get through to someone at Norton.
Thanks for responding Quads. You sound like you know exactly what you're talking about. I will gladly become your dedicated virus removal student if you'll teach me!!!
I do understand that you're not supposed to run other spyware/ anti-virus programs with Norton, but desperate times called for desperate measures. Considering Norton360 was not actually functioning at all on my computer (not even in safe mode), I figured I'd give spybot a go, so that picked up a whole pile of stuff, which was strange because before I downloaded Spybot, I used the Norton Boot up disk that said my computer was perfectly fine, which it's certainly not.
Just very frustrating. First time I've ever had malware on my computer (as far as I know anyway) and the one time I really needed my computer, I get stuck sitting on hold listening to the same hold music for hours on end just trying to get through to someone, anyone, in Norton. I'm normally a very patient person but I've just had enough at this point.
If I can't get a refund for my next years Norton, I will be happy then with my AUD$199 back at least. I'm still going to reinstall Windows anyway and reformat my hard drive as I've waited now 10 days, been anti social all week, have an exam tomorrow which I've wasted days of study by sitting on the phone instead. I have everything backed up anyway as my hard drive died only a few months ago so I had a new one installed. But if this malware comes back, I will be coming to you for help next time... since I have another years worth of Norton subscription and I will explode if I have to hear that hold music again.
" I'm still going to reinstall Windows anyway and reformat my hard drive"
Good Luck, there is no point me even pointing you where as you are doing the above, Hope it is not a family that can survive a Reformat, and anyway, you have a IT Specialist, So it is his.
There is a reason I have said in the past, when users ask for help in removal, they have IT Quails, having papers means really nothing in this feild.