stuck in safe mode

I am very discouraged about my computer problem. I wrote about it about a month ago with one reply from a Norton Representative to use a special forum that deals with root malware, or something like that. The problem is these forums give answers that are a "maybe they will work" and "do exactly as I say or it may damage your computer" type of answer as well as very complicated procedures. What to do? A friend of mine asked me, "Since you have paid so much to Norton, which is supposed to be the best, why don't they just fix it themselves by controlling your computer over the internet?"  I guess my friend has a point. Anyone out there have any suggestions?