• Report: #865400

Complaint Review: Norton Symantec

  • Submitted: Sat, April 07, 2012
  • Updated: Mon, April 09, 2012

  • Reported By: luiginsky — Redlands California United States of America
Norton Symantec
Springfield, Oregon United States of America

Norton Symantec Refused to fix virus unless I paid additional fees. Springfield, Oregon

*Consumer Comment: There are many ways to get Trojan horses and viruses...

*Consumer Comment: Really?

*Consumer Comment: Sorry, I'm NOT a Symantec employee, and don't like Norton either!

*Author of original report: HMMM !

*Consumer Comment: Education is the key

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I thought Norton was a good Company...wrong! I purchased Norton 360 to protect us (family network) from having our computers  being infected with viruses and other malware. Apparently some viruses got through their "Protection" and infected my PC. When contacted, Norton Customer Service refused to have their technician remove the virus unless I paid additional fees. What is the purpose of buying their virus protection software if they do not stand behind their product. They know this is going to happen so their fees to remove the virus that bypassed their "protection" are higher than the cost of the software. What a ripoff!!!

This report was posted on Ripoff Report on 04/07/2012 07:26 PM and is a permanent record located here: http://www.ripoffreport.com/r/Norton-Symantec/Springfield-Oregon-/Norton-Symantec-Refused-to-fix-virus-unless-I-paid-additional-fees-Springfield-Oregon-865400. 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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REBUTTALS & REPLIES:
1Author 4Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

There are many ways to get Trojan horses and viruses...

AUTHOR: Ken - (USA)

Using NSFW sites, opening e-mails from unknowns and many miscreants out to gain control of your computer, often through your own negligence.

I'm with the others posting here, I think there are better products than Norton, but it is provided as part of my internet service and I've been keeping it constantly updated.

here are new threats on a DAILY basis.

Sorry for your misfortune, but the others are also right in that Norton has accepted NO responsibility to clean up your computer for you for free.

If their fee is reasonable, take them up on it.

NO, I DON'T work for them or anybody else...I'm fully retired.

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#2 Consumer Comment

Really?

AUTHOR: Robert - (U.S.A.)

Ah yes the typical..you must work for the company response when something you don't like is posted.  Well if you were around this site for any length of time you would realize how silly your comment actually is.

How about answering some questions.

Was your Anti-Virus up to date?  In both program updates and definitions.

If the Norton software "missed" the virus how do you know you got it?

Which virus is it?

Was there anything in writing that stated if you got a virus they would remove it free of charge in any circumstance?

And no I am not an employee of Symantec, in fact I do not even use any of their software because there are actually better applications out there that are not as much of a "resource hog" as their products tend to be(IMO).   But with that said you have yet to show anything where they are responsible for maintaining your computer.

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#3 Consumer Comment

Sorry, I'm NOT a Symantec employee, and don't like Norton either!

AUTHOR: Southern Chemical and Equipment LLC - (USA)

Well, actually it's NOT the same thing. Norton is the product. Symantec is the company that makes Norton.Big difference. Now, here's the test you need to take to detemine if Symantec ripped you off:

1. Did Symantec ever make a claim that Norton was 100% immune from a virus? (No, they did not).

2. Did Symantec ever make a service guarantee that said they would pay for damages if you got a virus while using their product? (No, they did not). Therefore, there is no "rip off" here. And, I do not work for Symantec, or any software company. I do not like Norton, I think it sucks.

However, no company can provide a 100% absolute guarantee that you will never get infected. That's just stupid to even think that. The bottom line here is that you did not do your part in maintaining your computer, and setting the proper security settings, and staying out of hazardous content.

Use some common sense.

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#4 Author of original report

HMMM !

AUTHOR: luiginsky - (United States of America)

Thank you for reading my post but. Hmmm ! Your comment sounds just like the tech "support"/costumer service response,you could probably work for them and fit right in. Symantec,Norton ..it does not matter which is which, you are distracting from the issue. It is a rip off!nevertheless. I paid for protection and I did not get it but they sure are quick at charging you extra to fix something that should not have happened in the first place and if the virus bypassed Norton without detection they should at least be gracious enough to remove it. This is BAD business.
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#5 Consumer Comment

Education is the key

AUTHOR: Southern Chemical and Equipment LLC - (USA)

First of all, lets be clear.

Norton is NOT a company. Norton is a PRODUCT made by Symantec.

Symantec is the company.

Second, anti-virus protection is not absolute.

YOU must participate in that protection.

FREQUENT anti-virus definitions updates must be done BY YOU.

You cannot put any anti-virus program on auto-pilot and expect good results.

Just common sense here.

You never paid Symantec to maintain your computer, or to remove viruses due to your own negligence and lack of maintenence.
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