Tried to find customer service link to send email on dis satisfaction with the 139.99 virus removal I purchased.
After approx total of 18 hrs of remote log on at various times over the course of a few days and approx 6 hrs of cell phone time Issues werent resolved. Hopefully this message gets to the right person that can hear about my online experience.
Hi tbody321,
I'm truly sorry to hear about your experience. Please click on my name in this reply and drop me a note with your contact information and I will have someone follow-up with you.
Thanks,
Matt
Dear Matt. I am too extremely disappointed.
Yesterday at 20:30 local time I started a chat session with your reps. They gave me the case number . The rep checked my PC and said that he/she could not fix my problem.
I got transferred to another specialist who, again, checked my PC diagnosed a backdoor trojan infection and suggested me to get the fee-based online virus removal.
A third rep took my data and offered me a standard service for 99.99 or a premium one for 130 including a PC boost tunep with a 7 day guarantee. He also mentioned that this will take 30 or 40 minutes.
I decided to go for it based on the reputation Norton has in solving things. In spite of this I got about 45 minutes wait to get a rep to assist me (it was already 1AM in the morning). He took control of my PC while I was trying to relax confident that after explaining 4 times my problem, everything will be smooth and quick. He kept control of my PC for over 2 hours, deleted files from the TEMP folder, ran a couple of DOS style commands, backed up the registry and deleted 4 Keys.
After 2 hours he said that I had a ISP or OS compatibility issue due to Microsoft updates installed last week (Something I mentioned to ALL your reps before paying and no one did NOTHING about it).
Now I am formatting my system disk and reinstalling everything since I need my PC up and running tomorrow morning, and want my 130 bucks fully refunded ASAP since I did not got ANYTHING Norton claims to give either on your web site or on the chat rooms.
And forget about me getting a product renewal in 6 months. I rather use a free antivirus solution without any support... which showed to be utterly useless and time wasting
[edit: removed support number per the Participation Guidelines and Terms of Service.]
Hello smvallee,
I'm truly sorry to hear about your frustration. I've responded to your PM requesting some additional details.
Thanks,
Matt
Got my refund... bye!
A thank you to Matt would have been the right thing to do!!!!!!!!