WHY Norton Is Not the Best Choice

Joyce of Broken Arrow OK (09/13/08)I had a problem with my Norton Antivirus software that I was unable to resolve on my own. Dealing with Norton's technical support group is a true nightmare. I went online and had to get in the help queue which at that time started me out at about #25. This queue moved slower than molasses but eventually after about a couple of hours I got to be #1 in the queue. The next thing I knew, I was #20. This went on for quite some time - the online queue. When I finally did get assistance, the person had no clue how to assist me and I had difficulty understanding him because of his heavy accent. I gave him all of the pertinent information and it became clear rather quickly that he wasn't listening to a word I was saying. He was reading from a script and as he got to each question in his manual, he would ask me the question even though I had already provided him with the information several times. So I ended up back in the queue for an even longer period of time than the first. The next person I spoke with had a better command of the English language and seemed very professional. Problem was that he had no idea what he was doing either. Back to the queue I went. The last person I spoke with had a heavy accent but seemed to be very technically inclined. Against my better judgment, I allowed him to comandeer my desktop. He proceeded to start changing things in my registry (scary) at lightning speed so it was very difficult for me to keep up with what he was doing. He then tried to reinstall the software. I would have done this myself if I hadn't had the kind of problems that prevented it. He attempted this a few times and finally got the software reinstalled and 9 hours later, I finally got off the phone. I felt as if I had put in a full day of work as I was very tired and frustrated. As soon as we hung up, it became apparent that he installed a trial version and I kept getting prompted to buy the software. I had to undo everything that he did and eventually I resolved the issues on my own. That ordeal was a real waste of time. Next time I get antivirus software, I think I'll get something other than Norton's.
Debbie of Vancouver WA (09/12/08)In June an unauthorized amount of 54.09 was deducted from my checking account my Symantec for a product I have not had for at least three years. When I finally was able to talk to a real person, which took over half an hour, I was told that a refund check would arrive within three weeks. I have since June, spoken to Symantec a total of four times. Each time a new excuse is given as to why I have not received the refund, and that they assure me a new refund should arrive in now four to six weeks.I have been out of work since December of 2007. This money that this company was not authorized to take is badly needed. If it were the other way around they would surely be sueing me. I believe that this type of business dealings is unacceptable and should be addressed now, not in four to six weeks.
Monica of Van Nuys CA (08/29/08)I was supposedly enrolled in their automatic renewal service and two weeks before my subscription was up Symantic withdrew from my account the renewal fee. I called as soon as I realized what they did and told them that I wanted a refund and to cancel my service with them. I was told it would take five to ten days to see the money back in my bank account and it has already been almost two months since I called them and still no sign of my money. I have been constantly lied to by all their representatives and I am really frustrated because it does not matter who I talk to nobody does anything. They claim that I signed up for their automatic renewal but I have no recollection of it.Mental stress and the fact I am not rich to just forget about $40.00 that I could really use at this moment. It is my money and i should be able to decide what I want to do with it!
Vasi of Anaheim CA (08/26/08)I am using Norton Antivirus for meny years. Lately when I do a full system scan, I have at least 10 entries telling cannot be removed from unsupported file. I do a full system scan, and there is no files found and solved or removed, exept cannot be removed from unsupported file. About a year ago, Iwas downloading a file and when I was opening that file (with a virus) Norton will tell me This file contains a virus And I will not open that file... Now please tell me why I still pay for Norton Antivirus when I have cannot be removed from an unsuported file ...ANSWER? SUPPORT ALL THE FILES - THAT'S WHY WE PAY YOU!
Ray of Dallas TX (08/25/08)We had Norton Antivirus that ran out over a year ago due to us not renewing it. Recently, there was a charge from Symantec for 'renewal' on our credit card. When we called, we were told this is normal and occurs when an update is necessary. Funny how it didn't occur over a year ago! In another words, Symantec made an unauthorized purchase. They did rebate us but had the worst excuse and never answered our questions.Our credit card was charged, unauthorized, and this required much time and effort on my part to retify.
Valerie of Akron OH (08/05/08)I downloaded the free update for Norton's 360 2 it did not load properly so I had to contact tech support. I allowed them to remote into my computer and after an hour they fix the problem or so it seemed. When I went to my documents it was completly empty. I then notice info was missing from my desk top as well and all of my bookmarks were gone. I immediately called back they said there was nothing they could do it was not their responsibility their tech support people do not bother our personal files. I decided to do a search of my computer for 2008 documents and they all popped up in recently changed with a date of 8/1/08 at 7:12 PM which of course I was in my remote session. I called them back and told them I had found the files but did not understand where they were or how to access them back. The tech person suggested I use restore and go back to an earlier point in the day. I did this and everything was gone including my reference to them in recently changed. I am in grad school and I need those documents! I shut my computer down a little later and then had to reboot it so I could do some school work. It would not reboot it would not even reboot in safe mode. I took it to repair shop the next day and was told they would have to reload Windows and then they would put a recovery tool on the computer. The cost of at the least $130.00. I immediately contact their customer support to once again be told it was not their fault and I requested a supervisor contact me. Today I found out my hard drive had crashed and it would cost me an extr $120.00 I again contacted them and was told it was not their fault and the most they would offer was a refund of the product. There was nothing wrong with my computer until I downloaded their update, my computer is just little over a year old. There are all sorts of complaints on the Internet about this product don't buy it. I accepted their refund but only because I read other complaints about them continually billing customers after they cancelled their product.I am going to have to pay over $250.00 to get my computer fixed plus I lost all of the software and programs that came with my computer.
Nicholas of Summit Nj NJ (08/02/08)Norton does not allow me to remove thier 4 X 6 inch advertisement from my screen.
Frederic of Eagle Rock CA (07/06/08)I just installed a wireless card and have not even installed my Norton Anti virus and this company infected my computer with virus and all sorts of debilitating intrusions and are offering to clean up and delete the virus for a fee. I could not even load my anti virus software. I feel this is a scam and I need your help. Please tell me what to do!Damage to lap top and risk to identity fraud.
Ernest of York PA (06/06/08)Automatic Annual renewal charge to my credit card even after I removed their software from my computer. Two renewal charges -2007 and 2008. I notice most recent charge and had it removed and then found charge for 2007. Customer support in India repeatedly cited their 60 day policy and refuse to credit my card. This is especially offensive because I removed Norton software from my computer because it was so intrusive. Furthermore, I had to buy special software to uninstall Norton because it refused to be uninstalled otherwise. The extra charge of 42.39 on my credit card is a small part of this. The automatic renewal feature of the software is not easily found, its default should be in the off position, and in any circumstance it should cease to function when Norton is removed from your computer.
Peter of Hamilton OTHER (05/28/08)i restored my computer last month when it was rebooting norton 360 showed up i refused to allow it but it forced itsself in my pc i dont want it but it has a firewall running and it conflicts with my avg 8 security it will not go aw ay i want it out as it ismessing up my avg which i paid for /i cant get it out norton forced its way in in spite of my refusal to admit it
Vivek of Bangalore OTHER (04/27/08)I had purchased a NAV 2007 on 8.8.2007 with 1 year subscription from M/s. Touch Data, But my subscription ended on February of 2008 i.e for 6 months only. When i consulted M/s. Touch data people they told they will inform symantec but till date i have no information regarding my problems. I the meanwhile my system is affected with Virus. I have lost lot of my files.
Karen of New Milford NJ (04/06/08)I have Norton Antivirus installed on my computer. 3/29/2008 my computer was hijacked by a virus that Symantec missed. I called the support #. All I kept hearing from the off shore site was $99.95 if you want our help. Let me see your product did NOT do its job & now you want me to pay more money for help. Support knew I could not use the FREE help due to the virus damage & like a stuck recording they kept repeating $99.95. Sending a letter via fax to Corporate HQ's got me another $99.95 offer from off shore help. The product did NOT work and Symantec will NOT be held responsible!Business computer. I could not work. Damage to computer registry. Emotional damage due to fear of losing all my business & personal information. I felt ripped off by Symantec. What did I pay for?
Ken of Rancho Cordova CA (01/23/08)I Have been using Norton Computer software products since 1992 and I was pleased with the results, obviously, but I finally resolved myself to the fact they have become non-user freidly. Four months ago I removed Norton from my system and purchased security software from another source. While checking my bank statements I noticed that Norton arbitrarily and without my knowledge, renewed the service and withdrew 49.99 from my bank account. I have spent an inordinately stupid amount of time trying to contact them so as to return my money, folks there is no one home, accept their computer and it has no common sense, God forbid it ever will... there is a new word in our vocabulary Merriam CORPORATERING integrity is vanishing from the corporate world!
Megan of Owensboro KY (05/31/07)We purchased our computer in the Fall of 2005 and immediately downloaded the Norton Antivirus software. We moved about 4 months later and did not set up our computer again until April of 2007. By then, our original software had expired. I downloaded the newest version and was told the download was successful. We tried several times to run a system scan but could not. Then, one day I noticed Norton had shut itself off.
I called the tech support, only to speak with people overseas who could not understand me. They instructed me to download the Norton Removal tool and restart. After the tool was downloaded, it restarts automatically - only my computer would not start at all! I was transferred to about 6 different people who tried to tell me it wasn't their problem when my computer had been working fine prior to this phone call! Now... I have paid an unbelievable amount of money to try and fix it when it turns out it can't be fixed. They screwed it up so bad that the hard drive has had to be replaced on a computer that has only been used for 5 months! The customer service is rude, hard to understand, and has no idea what they are doing!
Michael of Elmwood Park NJ (05/13/07)
I pay Norton Security/Symantec $69.99 a year to protect my computer from viruses and spy ware, yet a virus invaded my computer and wiped out everything I had! I spent my entire Saturday trying to get help from Norton/Symantec. When I reached the first agent, he/she refused to help me and directed me elsewhere. The agent told me that it would cost an ADDITIONAL $70.00 to check my computer for this virus. Exasperated, I asked the agent why the Norton Security did not protect my computer in the first place? His response was, that is not my problem. I have lost all of the files in my computer, along with photos, etc. As I already said, I have paid Norton/Symantec $69.99 a year to protect me from this. Their customer service agents were rude and hard to understand.
Jacqueline of Inverness FL (03/13/07)
I tried to download the product but kept getting an error report saying the file was corrupt. I followed all the instructions and it kept happening. I’ve tried to get a refund but the company won’t even contact me.
Ronald of Kingston NY (02/27/07)
I bought an HP Pavilion in October 2006. Thirty days later the Norton Internet Security program was about to expire. I went to the Symantec web site and ordered the updated version at a cost of $69.99, plus $6.00 tax and $4.99 shipping. I promptly installed the program/software into my machine. Within the next couple of days I started noticing that my computer was not only slowing down, but some of the programs I rely on the most would no longer open.
The technician had me down load and run Norton Removal Tool and then step by step instructions to re-install the software. Then I noticed that when I opened that program, I did not have Parental Controls or a Firewall. I contacted the same technician and was told to ignore it, as it was just the nature of the program.
Thinking it was my mistake, I contacted MusicMatch to find out why that program stopped functioning as I had paid for an up-grade for it also. They had me remove and re-install their program. It still would not function. I mentioned the problems with Norton. They informed that Symantec acknowledges that a conflict does exist but never got back to them with a solution. Four months later I am still unable to get Norton removed from my computer.
James of Prescott AZ (01/16/07)
I bought a Norton program to protect my computer from viruses. I bought it from Staples Office Products. A series of rebates were offered, such that if all rebates were given, the program would be free. With one of my rebates, I sent the wrong receipt; it was for a return of another Norton program that did not qualify. Weeks later, Norton's rebate company notified me of my mistake. I immediately found and mailed the correct receipt.
Weeks later, they notified me that my receipt arrived after their deadline. OK, my mistake was the root cause of
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