Email I have sent to Daniel Schulman, CEO of Symantec, parent company of Norton AntiVirus:
As a customer of Norton AntiVirus, I am sorry to report a very unnerving, distasteful experience this evening with one of your tech support people, with whom I spoke on the phone and to whom I granted desktop access to my laptop.
I was prompted to call in for technical support after I realized that my Norton protection had malfunctioned. The tech-support person informed me that my computer was infected and he tried to sell me some product for more than $200 or $300 and I told him I needed to take a day to process what he was telling me.
He became very rude and disrespectful and ended the conversation when I asked unsuccessfully to speak to a supervisor.
Later, I appealed to tech support at Best Buy, from which I purchased my Symantec product, and received stellar, white-glove service over the phone from a member of the company's "Geek Squad." And this agent helped me without trying to sell me hundreds of dollars of software that I didn't need.
I suggest that the tech-support agent from Norton was fraudulently trying to sell me software to "fix" what he claimed was my infected computer.
Geek Squad agents - to whom I also granted desktop access - informed me that their analysis showed there is absolutely nothing wrong with my computer. They quickly took care of my issues and fixed them remotely - at no charge.
I will not be recommending to any friends or colleagues that they do business with, or buy products from, Symantec, based on my experience this evening.
I felt you should know about this because I know you appreciate the need for good customer relations. I would be glad to discuss my experience further should you wish to call me.