Complain about a product or service

Norton, Symantec

John of virginia beach, VA November 19, 2009

I paid for Norton Internet Security 2010(NIS) and Norton Utilities (NU)v14 as a package through the Norton estore. The download of NIS required a computer restart, which did not return me to the download page afterwards. And, my on-line Norton account did not reflect the NU download I was due when I went searching for ways to continue the downloads. I also did not receive confirmation or activation code via email (and still do not have them, now 8 hours later). I called technical support for assistance. They took control of my computer and basically played with NIS for 30 minutes, making setup changes I did not ask for or approve. I asked them what the heck they were doing - all I wanted was my confirmation email and to download NU?

At that, they quit playing with NIS and/but could not verify my order because it did not show up in the system. They attempted to send the confirmation email, but it again did not come through. Tech support downloaded a free trial version of NU to my PC, but they were unable to activate it despite trying 4 times; they gave up and disconnected themselves leaving me with a screwed up PC (NIS changes) and an unoperable version of NU. A second attempt to check my Norton account found the password invalid, requiring a reset. So, not only did they not help me, but they booted me out of their system as well. Later in the day I went online for additional assistance and was supported very professionally; but again had to receive a free copy of NU rather than the one I paid for and I still do not have my confirmation email or activation codes (have you ever tried to get assistance with a FREE version of their software? It isn't pretty).

When I attepmted to once again verify my online Norton account, my new password was locked out yet again (x2), and the PC was running VERY slow (due to incomplete NU - it's now OK that NU is completely installed). I was offered a supervisor to complain to and to request a second copy of NU but was put on infinite hold with really crappy music for 30+ minutes. 2+ hours of BS just to download simple SW, what a joke. You'd think they could get that part right.

Bill of Overland Park, KS November 11, 2009

I purchased the new Norton 2010 Internet Security which also contained the Norton Antivirus. Staples ran a specual 79.99 with a 40 rebate. Since the rebate was being done through the web, I thought this must be easy. Boy, was I wrong. I entered everything as needed, the rebate was accepted. I then get a post card in the mail 3 weeks later telling me that the rebate was rejected, with no reason given. I get back on the web site and confirm this. I call their toll free number to India. I speak to someone who I can barely understand. We go through all the rebate numbers again.

When I asked him what specifically was missing, he did not know. He tells me it is OK now. I wait 2 more weeks and get another post card that my rebate is still invalid. I call again. After wasting another 40 minutes with them they promise me that the rebate is OK. Yea, right! I called Staples and told them that Norton is not honoring their rebate and that I want to return the Norton software because it was advertised by Staples fraudulantly since there is no rebate. They agreed. I returned the softward and purchased McAfee (without a rebate).

Helmut of Newport News, VA November 6, 2009

I purchased Norton PartitionMagic 8.0 this afternoon. And after trying to get my paid download it state we aware of this problem please come back later. Went to the 3 callcenter support with no success. I told them there service and the customer service is a joke. When do I get the product I paid for? Next week a month a year ever??? Even my request with the 3rd person at 1800 745 6054 did not respect my request to cancel my order and give me my money back.

Richard of Baltimore, MD November 3, 2009

My Norton Internet Security for up to three computers was automatically renewed in the spring of 2009 with a new expiration date of March 29, 2011. I downloaded it to two computers. Four months later, I began to have problems with my DSL. A computer technician I retained diagnosed the problem as the Norton software and replaced it with Viper. The problem disappeared. I then replaced one of the computers with a laptop that I use primarily for travel. I decided to use Norton Internet Security on it as I had 18 months left on my subscription. However, I could not access my account because my number was said to be invalid. That despite the fact that I have a written confirmation with that account number, the expiration date, and the coverage for 3 machines. I tried for days to reach customer service, but could not get into "chat," the only option the Website offered. When I did finally get through, it was told after a dozen exchanges that I could not get partial refund after 60 days. But my payment was for a subscription that was only partially used. The company has not only lost a customer, but I am on a mission to get the word out that one should avoid dealing with it.

Karen of Birmingham, AL October 30, 2009

Rebate offer of 20 is a scam. They are obviously not paying the rebates. I intend to contact a very successful class action attorney for whom I used to work and turn this over to him. Quite obviously there are thousands of individuals not getting these rebates. No one but the lawyers will make money on it, but it will stop the fraudulent practice by the company.

Doug of Silver Lake, OH October 10, 2009

I had an issue with getting updates on my Premier Edition Norton 360. An analyst from Symantec installed an updated version and everthing seemed normal. Norton began to bug me about registering the product even though I have an Account Key for the product. I contacted another analyst and he told me that the previous analyst gave me the wrong product and that he would install the correct one. He completely removed all Symantec Software from my computer and then told me he could not install the correct version. He transfered me to a Virus Specialist who told me that they needed to fix my comp and it would cost me 149.00 (USA). I told him to foret that and reinstall my Premier 360.

The new tech was able to install the Premier 360 on the first attempt. No problem. I requested a Supervisor to talk about their Shady Business Practices. The Supervisor could not take a complaint... only have someone call me from customer service. I have not had luck with 'talking' to these support people. No offense but I can't understand their english.

frank of jacksonville, AR September 23, 2009

hey norton! how about a product that actually works! i am sick and tired of paying 69. 87 for a security program that allows trojan viruses to get on my PC. i am all so tired of paying for an additional program ( spyware doctor) to catch the spy ware and mal ware wich norton seems unable to catch. next year i will NOT be reneawing norton. bye bye norton. there are better programs out there. what are [they] being payed to leave a back door in [their] secuirty programs?

Rickey of Atwood, TN August 28, 2009

I paid 69.99 for Norton NIS 2009. When I did get hit with a virus(NIS 2009 is suopposed to prevent this)I called tech support. First, I went through 4 levels of techs. I could not understand a word they were saying.The first tech said he did not have a clue what the problem could be so he hooked me up with another tech. He said I PROBABLY had a virus, probably? For the small fee of 139.99 Norton techs with their superior knowledge would clean up my machine and guarantee it for 7 days. I won't repeat what I told him, but he connected me to a "supervisor" who told me they would do it for the bargain price of 99.99,I told him I paid 69.95 for the software, and it didn't do what it was supposed to do. Another tech told me I didn't have a virus. I got so frustrated I just hung up.

Aaron of Grants Pass, OR August 13, 2009

I have been trying to turn this outfit off for at lease 2 years. There seems to be no way to get to them, period. They keep auto renewing a subscription I cancelled three years ago. They seem to have my permission to access my Discover card account and annually bill that account for unwanted services requiring an annual challenge to their charges with the the Discover card.

Belinda of Titus, AL August 12, 2009

I bought Norton 360 and it would never update. I emailed repeatedly about my product not working, and it took 8 months before I was finally able to get the darn thing to work (I took my computer and PAID to have a computer expert fix the problem.) Then I emailed REPEATEDLY (last count was over 50 times), and yet my subscription has not been extended (as the first customer service person said it would be). I have uninstalled and reinstalled as requested, and yet, my computer still tells me that my subscription is expired. I do not understand why Norton could not just extend my subscription on their end.

The customer person (from India) emailed and asked for my phone number so they could talk to me. I gave it, but of course never was called. I just get emails asking me to fill out a survey rating Norton on how "well" they did in fixing my problem.

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