Very disappointed in service and my computer got a virus

First of all I would like to start by saying that I completely understand that sometimes no matter what precautions that you take, your computer may get a virus.

I paid, just as everyone else to have my computer protected. It is a year old, I bought it brand new ($1,200.00) with Norton pre-installed/recommended. I have had the protection on at all times and I have it set to check everything daily. I do not visit web sites that I feel could be harmful to the "health" of my computer and download hardly anything! Today, my computer got a virus. I could tell something was wrong. It was running slow, I kept getting pop ups, and many other weird things were happening. It steadily got worse no matter what I tried. I immediately turned to my Norton for help. I made sure that everything was updated to protect against the newest threats and did another complete scan even though one was already completed earlier in the day. It found NOTHING!! I contacted help and support. I was on chat "help" 4 different times, explaining my situation in depth as fast as possible. I was begging the support tech to stop transferring me because at that point they had tried to transfer me SEVERAL times and I never was connected to the next tech , I was just lost. They kept giving me this link to a web site to help me AFTER I had explained that the only thing my computer would let me do was chat with them. Everything else was frozen, jammed, or blocked with a pop up that said "blank". The techs still transferred me. I still received no help. I called the number I had for them. I was on hold for about 1 hour and still had no one answer. I never got anywhere with the phone at all. So, I kept trying on my own to research my problem. If I kept trying and trying I would get to see one web page about every hour or so. I finally figured out where the prob was and was able to download ANOTHER company's antivirus/malware protection and had the problem fixed for FREE in 3 minutes. I was dealing with Norton for 5 hours. This virus that I had is not new, it is a widely noticed virus that most ALL antivirus detects and stops before it does any damage to the PC. When I asked a tech how come I got this virus, he/she replied that it was my fault and was very rude. I was also told I would have to pay them extra to fix it. It was a "fee based" service. I still have over 250 days left to go on my current subscription with Norton. After that you can bet your buttons that I will NEVER do business with this company again. EVER!! The way that I was handled as a paying customer was appalling. I have never been treated so unfairly anywhere. I could not even get one simple question answered with the chat technician. There is no where on this web site for customer service, complaints or anything of that nature. So any customer dealing with issues similar to mine is S.O.L, so to speak. I will also be completely outspoken with anyone that I meet on my experience with this company. Word travels fast. As I sit here, I wonder how many innocent customers have paid the extra fee to have their computer fixed, not knowing that they are getting ripped off? Luckily I have some basic computer knowledge, otherwise I would not have found my problem on my own to know to download the other antivirus. I will also be running 2 antivirus protections at the same time because I would like to protect my investment and I no longer trust Norton what so ever. Customers/Buyers beware and do many searches on past horrible customer service issues with this company. I would not trust this company.

First of all I would like to start by saying that I completely understand that sometimes no matter what precautions that you take, your computer may get a virus.

I paid, just as everyone else to have my computer protected. It is a year old, I bought it brand new ($1,200.00) with Norton pre-installed/recommended. I have had the protection on at all times and I have it set to check everything daily. I do not visit web sites that I feel could be harmful to the "health" of my computer and download hardly anything! Today, my computer got a virus. I could tell something was wrong. It was running slow, I kept getting pop ups, and many other weird things were happening. It steadily got worse no matter what I tried. I immediately turned to my Norton for help. I made sure that everything was updated to protect against the newest threats and did another complete scan even though one was already completed earlier in the day. It found NOTHING!! I contacted help and support. I was on chat "help" 4 different times, explaining my situation in depth as fast as possible. I was begging the support tech to stop transferring me because at that point they had tried to transfer me SEVERAL times and I never was connected to the next tech , I was just lost. They kept giving me this link to a web site to help me AFTER I had explained that the only thing my computer would let me do was chat with them. Everything else was frozen, jammed, or blocked with a pop up that said "blank". The techs still transferred me. I still received no help. I called the number I had for them. I was on hold for about 1 hour and still had no one answer. I never got anywhere with the phone at all. So, I kept trying on my own to research my problem. If I kept trying and trying I would get to see one web page about every hour or so. I finally figured out where the prob was and was able to download ANOTHER company's antivirus/malware protection and had the problem fixed for FREE in 3 minutes. I was dealing with Norton for 5 hours. This virus that I had is not new, it is a widely noticed virus that most ALL antivirus detects and stops before it does any damage to the PC. When I asked a tech how come I got this virus, he/she replied that it was my fault and was very rude. I was also told I would have to pay them extra to fix it. It was a "fee based" service. I still have over 250 days left to go on my current subscription with Norton. After that you can bet your buttons that I will NEVER do business with this company again. EVER!! The way that I was handled as a paying customer was appalling. I have never been treated so unfairly anywhere. I could not even get one simple question answered with the chat technician. There is no where on this web site for customer service, complaints or anything of that nature. So any customer dealing with issues similar to mine is S.O.L, so to speak. I will also be completely outspoken with anyone that I meet on my experience with this company. Word travels fast. As I sit here, I wonder how many innocent customers have paid the extra fee to have their computer fixed, not knowing that they are getting ripped off? Luckily I have some basic computer knowledge, otherwise I would not have found my problem on my own to know to download the other antivirus. I will also be running 2 antivirus protections at the same time because I would like to protect my investment and I no longer trust Norton what so ever. Customers/Buyers beware and do many searches on past horrible customer service issues with this company. I would not trust this company.


Rohit1gupta wrote:

Hey

 

Had symantec tech support asked for extra money for threat removal??? 


There is a special force for the hard stuff. But come here is much more easy ;)

Hi MAWIL,

 

I'm sorry to know that you had some problems with our product and support. I'm sure that the Symantec Employees like me and the rest of the community members can can definitely help you out if you have any problems. 

 

Let us look at your problems one by one.

 

1. Problem with the Norton product:

 

What were the Symptoms of the infection?

 

What was the name of the infection in your computer?

 

What was the AntiVirus that you were using to clear the infection that your computer had?

 

Answers to these questions will help us look into the problem in detail.

 

2. Problem with the support

 

I have sent you a Private Message via the community Private Messenger system, please look for the in the upper right hand corner of any community page. 

 

Cheers,

TomV

Norton Forums Moderator

Symantec Corporation

 

 

 

 

 

 

Message Edited by TomV on 02-10-2009 11:14 PM

 

Yup forums are real help, more than tech support.

One must seek help at both places for a good solution and future prevention. 

Message Edited by Rohit1gupta on 02-10-2009 11:20 PM
Message Edited by Rohit1gupta on 02-10-2009 11:20 PM

I completely agree with MAWIL!  I have had my 2nd or 3rd issue with Norton and this time not one of the 15+ representatives that I spoke with could or would help me. 

 

I upgraded my computer because my subscription was coming to an end and I did this sometime around February 13th 2009 and sometime around February 24th I some how got a virus.  Now let me also add that I did upgrade my plan, as well as, add an extra program that Norton suggested.  I have renewed with them for 5 years now and with the way I was treated on this last incident I will never waste my time with them again.

 

My story goes like this:  I downloaded the new Norton coverage and approximately 2 weeks later I got a virus.  I could open a webpage and all the writing was in red and it stated in various areas on the webpage that I was infected with a virus and this was displayed on any webpage that I opened and not a "click on me banner on a hoax" webpage. 

 

I then decided to contact Norton since it was a new and upgraded Norton "ANTI"virus program that was not quite 2 weeks old and this should NOT have happened, BUT it did therefore I paid for a service that I expect customer service to backup the product when a "member" is in need.  Sorry I digress...I decided to contact a representative via the chat option.  Granted I have to give major kudos to the representative Sonny that started out helping me.  First of all he signed directly onto my computer and took over controls and through the process he was very helpful and informative and had actually started repairing my computer!!!  He cleaned some things up and then he removed the Norton program and proceeded to restart my computer which is where it went to hell in a hand basket.  It froze up and disconnected us and Sonny took it upon himself to call me and walk me throught the rest of the product, unfortunately the virus had taken hold at this point and would not let us do anything.  He then started the "neverending transfer cycle" which went no where and after about the eight time of being asked for $99 I made sure to tell the representative upfront that I was in no way going to pay for any "diagnosising" of my computer.  HELLO I JUST PAID YOU LIKE $75 TO PROTECT MY COMPUTER!!!  It is completely out of the question, so don't ask again because I am NOT paying Norton any extra.  Well, after becoming overwhelmingly upset with the way that I, THE CUSTOMER, and let's all remember that in a customer service world that no matter what the customer is ALWAYS right.  As in this case I know I am right when I say that they owe me a complete fix to my $3000 top of the line Toshiba computer!!  Again I am sorry I digress...after such a frustrating time I powered my computer off and left it due to a very busy schedule and did not get to call back for a few days.  While calling Norton I started booting up my computer and low and behold it is now stuck in a continuous cycle of rebooting...I put in my password and click enter and it starts signing on but then almost immediately starts saving files so that it can shut off....and FYI I'm on my work laptop!!  Again no luck with the call center and wasting more of my time and cell phone minutes.  No one would even try to help me or point me in the right direction so I became frustrated again and just hung up.

 

Well, I finally call back a few days later and this is like my 3rd or 4th call to Norton and I try to go into the conversations with the representatives with an open mind and at one time almost buckled and paid for the $99 diagnosing.  But the more I thought about it the more upset I became because this same ISSUE happened (to me over the years of renewing my Norton subscription) two other times after renewing my subscription to Norton...coincidence or sketchy?  Well, needless to say the guy raised his voice and his tone changed because he would keep trying to go into reading his script on what he could offer me, but again he was wanting that $99.  I kept interrupting him because I wasn't wasting my cell minutes on listening to him read a script that didn't have a thing to do with the price of tea in China!!!  And all I was asking him was "what can you do for me right now?" or "can you fix my computer to sign on so you can log on and remove the Norton program completely and refund my money.  Well, this seemed to be to difficult of a question for him to offer me a solution, so I said forget it I will just make a few calls and see if there is anything I can do through my bank to get my money back.  Needless to say 3 days later my bank returned the fees for this nightmare of an issue.

 

So, Tom I ask you being a Norton Forums Moderator does this seem fair?  I mean after all I did have a brand new upgraded + extra Norton referred program installed on my computer and I get a virus that literally renders my computer helpless. 

 

Can someone please help me get my computer out of the continual reboot cycle, so I can get my school papers off of my computer?  I am not calling Norton back and wasting my time and cell minutes to be treated like I was before!!  I had rather toss the $3000 Toshiba computer in a dumpster and call it done and then just go buy a new one before giving Norton $99 more dollars.  Not only have I lost the use of my computer so much of my life was located on that computer:  class schedules, financial information, and my research papers.  PLEASE PLEASE PLEASE SOMEONE SAY THAT YOU CAN HELP ME.  I have googled and googled and googled to find a resolution but have yet to find one......

 

Thank you kindly!!

 

 

 

 

Hi jcamdenhall

 

Sorry to hear about your problems. Please give in short all info about your machine and the possible malware

01. First of all, please be advised that you cannot Run two Anti-Virus Products on the same computer at any one time.

 

02. Please can you check your History to see if there is any Threat Name and Post here if there is.  Also, please answer Tom's questions.

 

03. Please then make sure that you Download and Install the Norton 2009 Product; Web Links can be provided, so just let us know.  Be advised that Norton AntiVirus 2009 does not have a Firewall.

 

04. I would then suggest Downloading Malwarebytes' Anti-Malware.  The Web Link is the Free Edition so does not have any Real-Time Protection; it is just an On-Demand Scanner.  Install.  Then Update before doing a Scan.  Then re-start in to Safe Mode and do a Full Scan of all Drives.  Make sure you are Dis-connected from the Internet before Starting any Anti-Virus Scan.  Then, re-start in to Normal Mode and do not Connect to the Internet until this Full Scan in Normal Mode is Completed. 

 

05. Let us know the Results.

 

 

Malwarebytes' Anti-Malware for Windows: http://www.download.com/Malwarebytes-Anti-Malware/3000-8022_4-10804572.html?tag=contentBody;mostPopTwoColWrap&cdlPid=11004434.

 

How to Start Your Computer in Safe Mode: http://service1.symantec.com/SUPPORT/tsgeninfo.nsf/docid/2001052409420406?OpenDocument&src=sec_doc_nam.

 

till now i have not got any of the similar situation....

---------------------------------------------------------------------

 

Norton Internet Security 2009

Vista Ultimate SP1

Intel® Core™2 Quad Q6600 Processor
Intel G35 Motherboard
Intel GMA X3500 Video Card..
4 GB RAM
Seagate 500 GB HDD

Could you please give me specifics of what you would like about my machine?  I am not for sure what you are asking. As far as the possible malware I don't have any specifics.  I cannot sign onto my computer because of the loop that it is stuck in (possible that the virus has removed an .exe startup file) to get any information for you.  I know that the tech at Norton that started out helping me had identified it and was removing it and Norton when my system crashed.  Please let me know what you need and if I have notes from discussions with the techs I will be glad to share so that I may at least sign onto my computer.  --Thanks for your reply--Jerry

JC what virus did you get?

If you are referring to my post...I am not sure what virus was on my laptop and I don't remember the Norton Tech telling me.  I also cannot turn it on to get any information for you (it's stuck in a reboot loop)...sorry  :-(

1. If u want to boot into os, just press f8 at starting and go to last known good configuration

    then, try scanning thru malwarebytes 

 

if 1 fails to solve the prob, follow step 2

 

2. Go to safe mode, do a sys restore to a date when ur comp was in healthy condition. It will restore a state even before ur sys was infected (worked fr me several times)

 

Hope, this will solve ur problem. 

Hey R.Gupta!  Thanks for trying to help.  Much appreciated, but when I turn on my computer with F8 pressed, go into safe mode and then sign on starts running it then switches right over and starts saving my settings and then returns to the sign in screen.  :smileysad:

@ jcamdenhall

You need to give type of computer,Whether it's XP/Vista service packs1,2,3.And what Norton product  you mentioned anti virus was it NAV2009/NIS2009 or even Norton 360?

 

What is upgraded "the plan"? and what was the extra program that you mentioned? This will help the guys/gals work things out.

Please try following:

download superantisapyware at www.superantispyware.com

update

run a full scan.

Post results here

 

Let's see what it can do 

I downloaded/installed NIS 2009 which replaced the basic Norton that I had on my system and then the Norton Systems Works Basic 12.0 Upload.  The computer is a Toshiba Satellite that has Windows XP on it and I am not sure of the service pack.  Hope this helps, thanks for your input.  This is actually my first posting of anything…hahaha…I’m coming out of the cave and into the real world…hahaha

Hey Stu.  Were you wanting me to click and download the superantispyware?  If so, I can’t sign onto my computer to use this installation but thank you for trying!

I’m like you,learning.A few more questions  How did you remove the previous basic Norton off your computer? Did you use the Norton removal tool??Apparently if you don’t use this tool and run it a few times bits and pieces of the other Norton can interfere with the installation of the Norton you want ie NIS2009.

Are you able to run a scan from a external drive like USB? That way you could try DrWeb Cureit or the AVP tool by Kaspersky. These are made especially for these occassions