- Report: #840789
Report - Rebuttal - Arbitrate
Complaint Review: norton at symantec
norton at symantec520 ellis drive mountainview, California United States of America
norton at symantec live support customer service i asked for refund for services not rendered and they refuse to give my money back mountainview, California
And serious issues were found (1) 537 critical application errors (2) a hacker had created a access port and was spying on me. This jeopardized the security of my computer. He warned me not to do any online banking cause any websites encrytion would no longer work until these severe errors were removed. He said i need to get a microsoft certified tech to manually go in and fix these errors cause the pccleaner can only fix certain things. Been with norton for years so i contacted their LIVE SUPPORT. I asked him if they could fix it, he said yes and he also said that they would also fix any performance issues. He charged me $62.99 He remote assisted and later called me and said my computer is fixed. The next morning i ran my software pccleaner 3xs and results are 1075 issues that needed fixing and a low performance problem. So I said that the software is defective. I called pccleaner support, He did another diagnostic. My record was pulled. He replied, our tech diagnosed your computer the other day and told you to get a certified microsoft tech to fix all those errors. I told him i did, that i had paid Norton for the LIVE REMOTE SERVICE. And he said i hate to tell you but he didnt do it. The same pages he showed me when he did the original diagnostic he went back to them to prove to me that the problem had not been fixed. Now there are 4,400 critical application errors, I was devastated. He offered to have their engineers to fix it for $100. At this point im so frustrated i paid them my last money. As he fixed it, he thoroughly explained it to me as he worked. So when i seen all the errors removed i was satisfied. I immediately called Norton LIVE SUPPORT and told them that i had to pay again to have a problem fixed that i paid there people to do. I told them to give me a refund. I was told to email billing support to request refund.
. Emailed support there reply was a support person will contact within 1 business day and that never happened. Several emails were sent with no response. I continued to call got no results. One support person told me," Maam i see what happened, they made out a service ticket and when it was sent out, it somehow went to the wrong dept." She went on to say that it should have gone over to the software dept and got accidentally forwarded to Power Boost, therefore the serious problems never got fixed. Spoke with a manager and he said i cant and wont give you a refund because you did get a service. And i told him that the problem i paid for did not get fixed. And he said it doesnt matter you still got a service i can offer you another type of compensation. He said i will add extra time to your antivirus subscription. I told him i dont want that i want a refund. So i called support and asked for corporate tel#. They would not give it to me, they kept saying no one had that #. I find it hard to beleive. Spoke with executive engineer tech he said maam i cant give you a refund because you agreed to accept compensation other than money. And i told him, thats a lie. He said im sorry maam, but the technician said it in his report that you accepted additional time on your antivirus subscription. I told him the tech lied so take it off cause i want my money back. He said sorry maam once its added i cant remove it.
I did find an additional norton contact- sandra magness 14247507576 i have her email but cant put it in this letter for norton
This report was posted on Ripoff Report on 02/17/2012 09:48 AM and is a permanent record located here: http://www.ripoffreport.com/r/norton-at-symantec/mountainview-California-94043/norton-at-symantec-live-support-customer-service-i-asked-for-refund-for-services-not-rende-840789. 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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