Paying for viruses

Norton Security | Norton Internet Security
1

I noted while dodging the many 'support' pages with all the the 'buy me' ads everywhere, I keep ending up back at "Nathan's" page. That in itself is a big insult, but that aside, Nathan suggests I pay Norton "$99.00" to remove a virus that Norton missed. That's right, I buy Norton at $70.00, and then pay Norton another $100.00 less one $, to remove the viruses because the Norton's product I bought let one in.

 

Is this common to the support Norton gives - to sell software that says ones computer is infected, now go buy removal?

 

BTW - Nathan is an insult. There is NO Nathan, and that picture may be some guy named Nathan, but "Nathan" isn't behind the help - it's just a bloated FAQ dbase that assumes to know the problems.

 

iN

 

 

 

2

Hello INC

 

Welcome to the Norton Community Forum

 

Many times we can help you clean up your computer here in the Forum or recommend  free malware removal sites. Can you please give us some information about your computer.?

 

What operating system and service pack are you using.? What Norton product and version number please? What are the symptoms are you having now? Have you run a full scan with your Norton product?

 

 

Please come back with this information and we will try to help you here. Thanks.

 

3

Typical Norton response. I didn't say I have a virus. Obviously, like Tickets, you don't read what is there, only what is inside your box.

 

I was pointing out that trying to find anything on the Norton site is a trial. And, it seems, always end up on the page with that dummy posing as a human suggesting I whip out $100 for "Nathan".

 

As I've told your techs, as your one smart tech has done, tested the issue I described, and agreed, there is a problem with the software. The "supervisor" instructed me to turn off the firewall. Duh! It would be cheaper to just not buy Norton and leave Windoze to protect the system.

 

"Technical Support"? Yes indeed, the Norton technical department certainly does need some kind of support alright!

 

I'll put this plain and simple. Tech support doesn't read the ticket - they read keywords (probably read by Nathan) and generates a generic cut & paste. Then, after 5 or 6 back and forths, the client - that's the person that paid for the Nortware, gives up.

 

I don't give up. I did everything requested by the 'tech', EXCEPT reformmating. Why would I even want to that when the bug, as admitted by your own people, is in YOUR software, not anything to do with me spending days recovering from nothing.

 

You may do as the techs have done and ignore this as well, but I have nothing else to do except keep at it until it is fixed. If I must try (in vane so far, to convince 'customer support', and you, and the techs, and oh yes, let's not hurt Nathan's feelings - him to; that you should fix the bug, I'll do it. If I have to do it with Norton, OK, but if Norton wants to hide behind the Internet and ignore it, I'll use the Internet to find a way to reach the top and let them know.

 

Right now, I've prepared a letter to be sent to the Board, CEO, President - whoever it is that is ultimately in charge, a outline ofd the issue - that is as yet, ignored by all but two, myslef and that one tech that bothered to test what I told him. I just have to track down who the head honcho is, where that person is, and get the letter off to him/her. I know, someone reads their mail for them, but it does get passed down the pipe to a department that will listen to "From the desk of the CEO".

 

iN

 

 

 

4

Right now, I've prepared a letter to be sent to the Board, CEO, President - whoever it is that is ultimately in charge, a outline ofd the issue - that is as yet, ignored by all but two, myslef and that one tech that bothered to test what I told him. I just have to track down who the head honcho is, where that person is, and get the letter off to him/her. I know, someone reads their mail for them, but it does get passed down the pipe to a department that will listen to "From the desk of the CEO".

 

Now I would have thought a smart guy like you would have figured this out. The CEO and his underlings set company policy and direction. One of those "directions" is revenue stream models. Comodo for example generates their revenue by selling certificates. That is why they give away their anti-malware software for free. Symantec on the other hand generates their revenue from selling software and services both consumer and corporate based.

 

Now if I am a shrewd operator, I soon figure out that if my software is so good that it installs and runs virtually trouble free why would any one need or want to purchase my services? Get my drift here?

 

Believe me, individuals that run major corporations do every action after long and arduous policy setting deliberations. They want to maximize revenue and net profit. They maximize net profit these days by finding the cheapest labor available; usually offshore. They spend tons of money that they have available from using that cheap labor to buy as much ad exposure as they can to convince my potential customers that my product is the greatest thing since sliced bread.

 

Is any of the above an earth shattered revelation. No. The American auto industry did it for years until the buying public wised up and stopped buying their product. We all know the results of that. All I can say is the day of reckoning is coming soon for the American software industry.  

5

iNiC,

 

I'm pretty sure floplot's response reflects what most of us were thinking with your original post.  What's the issue and how can we help?  From the emotive discourse it's not readily apparent.

 

I'll take it from the top:

 

--Every anti-virus/security suite vendor out there offers a fee-based virus removal service, not just Symantec.  While it is difficult to imagine anyone not using some form of internet security protection when there are more than 11 million known threat out there, there are thousands who go without any whatsoever.  Unfortunately, AV protection and internet security don't become considerations until after they've been nailed.  That leaves them with one of two choices:  1)  research and find the solutions, or 2) pay someone to do it.  Since the majority of users these days care more about what it does for them (reach a website, send e-mail, produce a document, etc) rather than the nuts and bolts of what makes it works, sometimes it's easier and quicker to throw money at the problem.  That's why I pay car mechanics money - I just want a car to take me from point A to point B reliably, and I couldn't care less what's under the hood.

 

--It's unfortunate there's even a need for AV software, but until we can locate and eradicate writers of crimeware and other malware that's life these days.  No AV software vendor makes any guarantees that despite its most valiant efforts to stay on top of things, somebody is going to be one of the first to get hit with a new piece of malware.  A few people are going to get hit before anyone even knows it's out there and can come up with a detection or solution for it.  A lot of us will take the time to research, visit forums and places like bleepingcomputer to find the solutions ourselves but for others they'd rather have someone else do it, fee or no fee.  Until AV software companies develop the ability to read the minds of malware writers and get ahead of them, the threat environment isn't likely going to change.  It doesn't help either that some users venture forth onto sites that are clearly marked as a malicious, but against the screen waring they go there anyway just to see what happens.  To me that's a lot like driving head-on into a concrete wall to see if the airbags will really work. 

 

--I will agree with you, Symantec's service and support pages can be a little confusing to navigate and your'e not the first one to mention that.  As far as "Nathan" goes, I recognize it for what it is - the Symantec equivalent of Geoffrey Giraffe from Toys- backwards R-Us, the Trunk Monkey, and so on.  It's marketing and advertising, just business doing business.  In any case, I don't think too many people find it nettlesome.

 

--There are quite a few variables involved with computers, ranging from the factory installs (and they vary among manufacturers) to configuration settings, to application software, to how people use their computers and where they go on the net.  While some have issues, other computers don't.  I have family members with computers that hate NIS or McAfee but do perfectly fine with AVG or Kaspersky.  Sometimes the solution is to find something that works, leave it be, and not spend an inordinate amount of time trying to resolve why it doesn't.

 

Your posts don't include any specific information about what the software issue is, but it doesn't seem to be a widespread problem.

 

We're here to help - many have experiences with issues that not every tech has had and are willing to share, offer suggestions, etc.  It sounds like you've already run the gauntlet with Symantec's techs, and we clearly get it - you're unhappy with all things Norton/Symantec.  We're still willing to help and some posters here you'll doggedly determined to figure it out.  But please be courteous and professional per the Community Use Guidelines.

 

Regards,

Kelly

 

 

6

Hello iNiC

 

I am not a Norton employee. I am just a user of a Norton product. You haven't told us what your issue is with your Norton product, nor have you told us what your Norton product is. Norton employees are the ones whose names are in red. You haven't told us what your issue is other than having a problem navagating around the Symantec website. This is a user to user Forum.

 

If you tell us your issue, perhaps as I mentioned before, we can try and help you. But without any information with specifics of your problem and specifics about your computer, we can not try and help you.  You say issue I described, bug in the program, until it is fixed. However, you haven't mentioned what it is. How can we try and help you if you don't tell us what is the problem? I do not read from any script and I am not from the tech dept. What is it that needs to be fixed please?

7

Nathan is a virtual assistant that looks in the FAQ database instead of you searching and reading what you're not interested in. To remove infections you could try MalwareBytes, PowerEraser, or you can get a trial of COMODO GeekBuddy, they will clean the viruses for free. It's only your fault that you are infected. If you were a bit smarter to look at File Insigt and see what you're downloading you wouldn't need to pay $100 for virus removal services.

Just to aks is it W32.IAmSilly.FDC that you can't clean?

8

Hello Boris

 

I don't believe that the user is infected, but is complaining that Norton charges a fee to clean the computer which it should have protected been protected against. I don't think we have been informed yet what the actual problem is with the product which so far has been unnamed as well as the bug being unmentioned in this Forum.

9

Sometimes we are just too polite here..

10

Some users drag our sliders to aggressive :smileyvery-happy:

11

Hi  @ above

 

 

Congrats one Become SS

 

 

 

 

A lot of user in this forum say Norton not good etc etc......

 

 

But the funny part is alll Forums are the same 

 

Kaspersky Forum and so on..

 

A thing common is Complaints

 

 

When things are good everything is fine Nobody thanks(Except a few) ,Appreciates

 

They are taken for granted

 

 

But when their is a error a very small one all hell Breaks loose

 

 

 

 

@ starter

 

 

check out any Alternative Products website you say Norton Failed....... Check Kaspersky Forum will Find similar Reactions their too!

 

 

:smileywink:

12

Yeah Midou, i know : As long as it's good, it's silent. For me, it's all about being courteous.

13

I am updating this, while ignoring the insults.

I have no virus. I was eluding to the insult of how Norton pretends that "Nathan" is a person, including a picture of some male model that wasn't even paid enough to buy a decent razor.

 

All that said.  See my post about "Norton's bug becomes my problem." It has a lot to do with 'Nathan', Norton's ad affiliation, and the bank.

14

Hi

 

 

iNiC

 

 

Am Sorry but intention was not to insult :smileyindifferent:

 

 

2.  What is the exact problem you faced with Nathan its redirecting you to paid removal Service perhaps?

15

On the Nathan page, there is not only Nathan, but a lot more information, which you can read.

 

And...in the left bottom corner, there is a, although little, text 'Contact us', which brings you to the contact possibilities with real people.

 

We all agree here, that the 'Contact us' button should be more visible.

16

Hello BanMidou

 

You said "2.  What is the exact problem you faced with Nathan its redirecting you to paid removal Service perhaps?".

 

The "exact problem" is, that I found two things that do not work in NIS 2011. When I attemped to find a human and report the bugs, I first have to allow Norton to auto-scan my computer and then, I get Nathan. It (nathan) is a machine program that is doing nothing more than using a very poor search tool that scans the FAQ's. And the best 'it' can do, is cut & paste a suggestion that I pay to report the bugs - not!

 

The "Let us do it for you" $upport wants one to pay them to remove malware! That, is what I paid NI$ 2011 to do!

 

It is the principal of the matter, both nathanm and paid malware removal. A company having 'principals' seems to have gone the way of manners, morals, and honesty.

 

I'm on a coffee break and am only replying as a courtesy because I have discovered that Norton is too big to care.

17

Hello hvgsel,

 

Thanks, but I know what is on the nathan page. It's not the page itself, it's the insult that Norton expects one to converse with a program and to treat the program like a human - it is not.

 

I'm glad you said "...contact possibilities with real people." I have talked to 'humans'.

 

Under 'support', the first, and boldest option should be "Contact us". 

 

Every company expects people to read through hundreds of pages of FAQ's, documents, forums (free employees for the company),  and to Google it.  Myself, I search and read FAQs, documents, search forums, and Google it. When I've spent a couple of hours on it, then I take a deep breath and hunt down a human.

 

Thanks for the info,

 

I

18

<< ... am only replying as a courtesy because I have discovered that Norton is too big to care. >>

 

I'm sorry you ran into Nathan. I don't think many here would think that system a great idea. I've had a couple of frustrating encounters with him one of which was trying to get from Support to the link to OnLine CHAT -- that took me answering about 10 of his questions in answer to my "How do I get to OnLine CHAT" only to be told "I can't find the answer to your question; please use this link to contact my colleagues" ...... which took me to the page with the CHAT button on it!

 

But Norton do care and that is why they set up these Forums, why individual Norton Staff members, names in red, post here not as support staff assigned to the Forums but as working programmers and QC people who come here both to help users and to learn what our problems are first hand.

 

Here is the best place to pass on to Norton what they are doing wrong -- I just did a search on "Nathan" and it pulled up 32 messages and I'm sure  not many were complimentary <g> --  so you are not alone in your reaction.

 

As for paying for malware removal when you have paid for the product I agree that that seems wrong but the truth is that much malware gets onto computers either because people are careless or unwittingly invite it on via a path where the user is giving permission for something to happen and while one would think that security software should stop that we all remember how users reacted to VISTA's UAC and "Do you really want to do that?" popups.

 

There must be thousands of messages here where users and Norton Staff have helped people clean up an infected computer either by taking them through it step by step or by pointing them to free reputable websites that will do this with them.

 

They also set up the Norton Product Ideas Forum here where we can post ideas for product improvements and that is monitored by Norton Management who pay attention as you can from the change in the Status of an idea.

 

I've been active here since shortly after the start of these forums and I know that Norton care -- I've met some of their staff and seen some of their facilities too -- and many of the improvements in the Norton products have come about because Norton does care about their customers and listens to them.

 

I hope you'll stick around and help the improvements to continue.

19

Hi again BanMidou

 

I need to respond to your distaste of one complaining. Inline, below in red.

 

 

BanMidou wrote:

Hi  @ above

 

 

Congrats one Become SS --- huh?

 

 

 

 

A lot of user in this forum say Norton not good etc etc......

 

I didn't say it was not good. I said there are things wrong with when after a anti-virus program doesn't work, to have to pay again to get rid of what the paid for version didn't do.

{{brevity}}

A thing common is Complaints

 

Is it complaints?  Or are you reading 'complaints' in to a question? If it works well, there shouldn't be complaints. If it doesn't work, what is wrong with complaining? With a good program, why call and say anything? Especialy if the company was paid!

In good faith, I paid Norton for NIS2011, based on the trial (it worked - at the time). What I've got is a version with a disabled link, a Help file that described an option that is not there, and a constant nagging popup by NIS to delete a file. Can I keep the file, ignore ignore - disable the warning for that file? No! NIS is geared to keep hounding me until I finally decide to say "OK NIS, to Hades with it - go ahead delete the file that isn't a virus."

To add another insult over the nathan-machine, any search through Nortons un-dependable Help file, and Google, all point back to - 'Got a problem - pay and we'll help'.  

 

When things are good everything is fine Nobody thanks(Except a few) ,Appreciates

 They are taken for granted

 

I have a lot of software installed on 4 computers. Imagine, how long it would take to jump through the hoops and over the hurdles to create an account online, login just to say thanks! I've been busy enough with some (very few) pieces of software that falls short of their advertised promises.

 

But, thank Norton. I gave them over $70.00. If that is not enough, they can pay me to thank them. Sounds like the restaurant that I went to a few days ago. The service was poor, the food was cold, and never got my coffee. They had the tenacity to add their tip - a hefty one at that. I have tenacity too, and refused to pay the tip - even though I didn't, wouldn't eat cold food - I paid for the meal. It seems the same with software. One buys it, and when a feature is not working, they remove the feature. Not happening from my end. If the software were free, and the author deletes a feature because of a bug, but it still works good, I say thank you - I do.

I really do not understand this silliness about thanking a company who is in business to build a better bottom line.

 

 But when their is a error a very small one all hell Breaks loose

 

I feel that you are exaggerating by tieing in a few loud complaints to the whole forum thingy.

 

 

@ starter

 

 

check out any Alternative Products website you say Norton Failed....... Check Kaspersky Forum will Find similar Reactions their too!

You're like tech support! They seem to think everyone that checks in just got off the boat or was born yesterday.  I bought NIS 2011 because I got very PO'ed with AVG paid software. And, having been an affiliate with them for years, and now, well did until a few weeks ago, strongly urged my clients to switch to Norton - and even sold about 10 or 12 for Norton and BTW - Norton  didn't thank me.

 I use to put AVG free on people's computer when they came in. Then I was putting Norton's trial on their comps. Now I just tell them that if they want 100% protection, don't turn the computer on. If they can accept a 20% risk, AVG, Norton 2011, Kasper, or McAfee. If they expect support, not to call me, but to go to their church and pray.

 

Before I forget, and to help it appear that not everything is a complaint here, 'Thanks a lot Norton.' OK now?

 

This - thank you very much, went w a y of topic. But, it was either get back to work, or slack off. I'm slacking off.

 

I

 

:smileywink:

 

 

 

 

20
BorisVasilev22 wrote:

Some users drag our sliders to aggressive :smileyvery-happy:

And, some people will  take a important topic waaaaay off topic using insults and inuendos.

 

Plonk,

 

I