I have a current subscription to Norton Internet Securities 2014 and I have 130 days left on the subscription. Norton is the
only product I have trusted since I first got a computer, probably for over 10 years now.
A few days ago, while online with my desktop computer that still uses the XP OS, I noticed a Norton notification
box pop up in the bottom right hand corner of the screen. It indicated that some downloader was safe but at
the time, I was NOT downloading anything. In an attempt to find out what it was, I accessed the Task Manager
but absolutely nothing turned up as being downloaded. Shortly after that, I went to shut down the computer
when a ransomware screen for the Department of Justice virus appeared.
I made several attempts to fix the problem on my own by trying to access all the different 'Safe Modes' available.
I contacted Symantec, through the chat forum, for some assistance when those avenues did not pan out. I was told to try to use the
'Boot Restoration' program from the Symantec website which I could download onto a flash drive and attempt to recover
my computer that way. When I tried the 'Boot Restoration' program, it loaded some files and the computer went into
the 'Check Disc' mode. After that, the computer rebooted normally and the ransomware screen appeared once again.
Last evening I contacted Symantec a second time, by phone, and was told that I would need level two tech support and in order to get
that service I would have to pay $49.99 to renew my subscription for another year. I told the tech I did not have the money right now
and would be in contact at a later time.
The truth is, I WILL NOT be contacting tech support again regarding this matter. Here is the reason why.
1) Symantec should already have a way to block this ransomware since it has been around for several years now.
Why doesn't Symantec have a block for it yet?
2) I already have a subscription that is current and I don't see how or why tech support would be any different if I added ANOTHER year
to that subscription.
3) How do I know for certain that this ransomware wasn't allowed to get into my computer considering the Norton notification said the
download was safe?
In conclusion, I can not express my disappointment in the service Symantec now offers. I used to be a true believer in Norton, however, that has now
changed as my computer becomes a 10 pound paperweight. I am sincerely astounded that Symantec has chosen to present an option that, in my book,
really is NO DIFFERENT than the actions of the scammers that have my computer locked up now. No matter how you look at it, if I have a current subscription and
Symantec/Norton wants me to buy another years worth of service in order to pay for assistance I should already have, you are no different than the
scammers. The ONLY difference is the scammers are requesting $300 while you are requesting $49.99. Other than that, it's still extortion from either party.