Many people are complaining that Norton quarantines whatever it wants, or that it is slow and heavy (the usual myths about Norton)...
You can respond with built-in video library, maybe placed in the support section, that shows Norton's Performance vs other's and also shows how to restore and exclude a file, how to report false positives, how to remove undetected threats with Power Eraser and much more... Later you can add links to the videos in the different modules. For example you can add a link in Norton threat Insight saying "Not an actual threat?" that would start the appropriate video.