• Report: #1038169

Complaint Review: Symantec

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  • Submitted: Tue, March 26, 2013
  • Updated: Fri, April 26, 2013

  • Reported By: GolfIsGood — Orange California
Symantec
Internet United States of America

Symantec Norton AntivVirus Defective product, then no customer support. Internet

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I purchased Norton ANTIVIRUS for my PC and activated it/registered it on 2/22/2013.

Monday morning, March 25th 2013, my pc was attacked by the FBI/Moneypak virus and completely blocked I could not get past the ransomware screen which wanted me to send $300 to unblock the screen.  I turned off my PC, inserted the Norton ANTIVIRUS CD booted up from the CD and ran a full scan which took almost three hours.  It scanned over 330,000 files and reported no threats.  I rebooted my PC and it was immediately blocked by the ransomware. I turned off my computer.

I took the box and installation card that came with Norton ANTIVIRUS and looked for a number to
call for help.  No phone numbers were provided only a URL (www.norton.com/globalsupport)
was referenced on the side of the box in very small font.  How useless is that when my computer is
blocked? I entered the URL into Google Search on my phone and it immediately returned the following:
Call: (877) 968-3781
norton_support.rapidtechsupport.us/
Online Antivirus Support
Call Now @ 1-877-968-3781.
Get 24/7 Live Antivirus Support.

I called the number and was connected with a live person (obviously in India) and explained my
problem.  He said he was familiar with the problem and has recently repaired other computers that had this Ransomware Virus.  Then he told me it would cost me either $159.99 or $199.99 for him to fix it today.  I told him I already paid for Norton ANTIVIRUS and it should have protected my computer. He forwarded me to his supervisor who explained that they were not Norton or Semantic but Norton's exclusive authorized technical service center called Support Mart and those were their rates, but assured me that they would get my computer fixed right away.

I felt I was over a barrel and had no choice, so I paid the $159.99. He then told me to start my computer in safe mode; select Safe Mode With Networking; type RSTRUI on the command line and restore my system to the last date (which was 3/20/2013).  Really? For $159.99? Talk about ransomware!

This allowed me to get back onto my computer (no longer blocked.)  I then went online to Malware Bytes and ran another scan which showed that I still had the virus along with over 1,500 other malware threats some were labeled Serious and Medium.  It seems to me Norton ANTIVIRUS does not work at all!

I have tried to remove the Notrton program from my computer following Nortons advice, but it doesnt seem to go away.  I loaded Microsofts Security Essentials instead.

I WANT MY MONEY BACK! And I think Semantic needs to reimburse me for the $159.99 ransom payment because they did not provide a valid support contact. I also suggest that Norton investigate and prosecute those crooks at Support Mart that call themselves Nortons Exclusive Authorized Technical Service Center.

The side of the Norton Antivirus box has a 60-day Money-Back Guarantee and states: For return
information, please contact Symantec at www.symantec.com/refunds.  When I went to this site, it returns the following: 
 
Error: 404

An error has occurred or the page you requested cannot be found.

This report was posted on Ripoff Report on 03/26/2013 01:14 PM and is a permanent record located here: http://www.ripoffreport.com/r/Symantec/internet/Symantec-Norton-AntivVirus-Defective-product-then-no-customer-support-Internet-1038169. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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