UPDATE: Norton is scamming customers

To update my post, I received a call Thursday evening from Jean McKenzie, customer service in Springfield, Or.   Very nice lady, said that she is refunding me an additional $65, and also will put on the new Norton 360, version 3 at no charge for one year.  She remotely accessed my system this morning and installed the new version and explained the new features to me.  She is also researching the VirusScanner 2009 problem, as to why that was not caught, and will let me know the outcome of that. 

 

I will say that I am now satisfied with their response, but did tell her that it would have been nice if this had been offered first.  It appears that posting on this site is very effective, she told me that an executive in Norton read the post and instructed her to take care of it to be sure that I was satisfied. 

 

Thanks again to all of you, I know that your support of my complaint was instrumental in my getting a satisfactory solution.

 

"I am also very disappointed in Norton. On 3/15/09, my grandchildren were playing games on the computer, a site they use often.  They have "preteen" security, no downloads or email access.  Somehow a Virus was downloaded anyway, VirusScanner 2009.  I ran Norton full scan (took 7 hours) and Norton did not remove or identify it.  Finally called them, via chat.  The staff were very familiar with it, in fact they told me that it was VirusScanner 2009 virus, I had only indented desktoprepairpackage.  They said they had to get on my system to remove it, but only if I paid the $99.  I did, because I needed my computer for business.   After they finished, I researched and found that this is a know virus, and that other virus software, such as Webroot, etc., catch and remove it.  I complained to Norton and they finally, reluctantly agreed to refund me $50, but would not give me a full refund because a technician had signed on and remotely accessed my system.  This sure seems like a scam to me, allow a virus through your software and then charge to remove it.  Say that you have to remotely access the computer to remove and then charge because you remotely accessed the computer. 

My subscription expires in April, and I am not even waiting until then, I will purchase another product.  I have always used Norton since the mid 90's, but not anymore.  Also, not easy to deal with customer service staff, hard to understand, apparently outsourced to India."

I am pleased everything has been sorted out for you.

 

I was a little surprised that you had the problem in the first place as I have always found the staff at Norton very helpful and they have accessed my laptop remotely on several occasions to help sort something out when I contacted support. In addition I purchased Norton 360 at the last expiry of Norton Internet Security and they extended my subscription by a few months as my Norton Systemworks had a few months still to run and I have to say it was offerred and not asked for.

 

However, I am pleased they have now sorted matters for you.

 

Michael 

Message Edited by michaelsalis on 03-20-2009 04:58 PM

Happy for you Rocky1!

I hope Norton will look into the customer service issues now. They'll need a lot of training, to begin with. Then there must be transparency  in service pricing. There should be a clear documentation what customer service is free and what service costs money and exactly how much. This document  should be available to all Norton users.   

Hi Rocky1 -

 

I hope my post in the forum and follow-up was helpful in getting you the response you needed.

 

Good luck!

 

:smileyvery-happy:

Hi -

 

Kindly let us know of the VirusScanner 2009 Malware outcome in this thread.

 

Thanks.

 


"She is also researching the VirusScanner 2009 problem, as to why that was not caught, and will let me know the outcome of that."

Thanks for the feedback -- I'm very glad it is sorted out sensibly and that you are happier now.

 

You know where we are if you need any help or have any suggestions ....

I can assure you that Norton is looking into Customer Service problems ..... and has been since I've been in these Forums, which is a while now. <s>

 

Like michaelsalis I was surprised the problem arose in the first place.