Report: #562201

Complaint Review: Norton - Symantec Corporation

  • Submitted: Sat, January 30, 2010
  • Updated: Mon, February 01, 2010
  • Reported By: Ross — Harlingen Texas United States of America
  • Norton - Symantec Corporation

    United States of America

Norton - Symantec Corporation Norton Antivirus Poor Product Support Internet

*Consumer Suggestion: Antivirus Malware removal

Show customers why they should trust your business over your competitors...


There is some Malware out there that holds your computer for ransom. You might have come across it your self.

Suddenly your Browser screen is invaded by a frame that flashes at you and claims


followed by the claim that the only way to get rid of the infection is to pay a fee and let the scammer clean your computer. It can be almost impossible to get rid of the screen as it keeps on popping up.

There was a story in the media on Thursday, January 29 about such malware floating around. Well there is another form of Ransom ware floating around, it is called Norton Antivirus. Norton now insists it must charge its customers to remove malicious programs that Norton Antivirus missed in the first place.

I have been a Norton customer since it first became available quite a few years ago. Paid my annual dues and put up with the occasional problem while waiting for a fix.

Occasionally over the past few weeks I would be presented with a screen claiming 'Your computer is infected' and that I needed to take immediate action to fix the problem. The action included paying a fee to rid my system of the malware. I had to use a forced shut down on occasion when this pesky screen would appear while I tried to access my Hotmail inbox. So I would run a complete system scan by Norton in addition to the regular Norton protection. Nothing ever showed up on the Norton scan. This morning while reading online news stories my eye caught a story about Malware/ Computer Kidnap/ Ransom Ware. The light began to glow somewhat dimly that perhaps I too was under such an attack. So I called up my Norton help screen and entered into a chat with Norton service technicians. I logged all of the chat(s). I was soon told I would need an extra Norton service to clean my computer and that this additional service would cost me US$139.99 on top of my annual dues for Norton Antivirus service. I asked the Norton technician if they were aware of the irony of Norton charging me to remove a virus that Norton was supposed to keep out of my machine in the first place. I also pointed out that Norton's demand for additional money was tantamount to the Ransom malware that the technician claimed Norton would now remove. I began to get a bit peeved about this and when the Technician wanted my credit card information with out providing a secure site I terminated the online chat.

As soon as I did that I received a phone call from what seemed to be India. The caller said he represented Norton and that I could provide the required credit card information over the phone so that Norton could begin cleaning my supposedly infected machine. I wasn't about to do this anymore than I was about to provide credit card information over an open site. I am very annoyed about Norton's lack of service and support for the product I have purchased year after year.

Norton now charges extra fees to remove Ransom ware that it was supposed to protect against in the first place.


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This report was posted on Ripoff Report on 01/30/2010 08:42 AM and is a permanent record located here: 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 Consumer Suggestion

Antivirus Malware removal

AUTHOR: s. l. - (Canada)

Unfortunately you are the victim of a well-known problem. The malware that infected your comptuer (has a number of names but commonly called Antivirus Pro) is constantly changing to fly under the legitimate antivirus radar. It has morphed numerous times over the years.

If you are infected again, there are a couple of excellent free tools online that will clean the malware out with minimum fuss. One of the best tools is Malwarebyte's Anti-malware. It has a free component that will purge your computer of this nasty infection. As I said, best part is it's free and reputable. Be aware there is a package that you purchase, and then there is the small component that will strip the malware out and won't cost you a cent. You may have to do a cleanup with something like ccleaner (donation ware, no strings attached) to clean up your registry afterwards. Also run a full virus scan (but not with Norton) afterwards.

I used to use Norton, swore by it for years. About 3 years ago I ripped it out of my computer because I found it was so big and bloated, it was missing viruses. I kept getting infected with viruses it should have picked up. My frustration grew when the only way you talk to someone was by paying for the call. I was helping a customer who had a problem with the renewal - the money was coming out of her credit card but no renewal was processed. In order to straighten the problem out Norton insisted the customer pay for the "technical support" call. I stripped Norton out, had her cancel her payment (disputed the payment) and put in a different product.

There are alternatives to paying big bucks for antivirus protection. One of the best products on the market is Avast - it has a professional version (costs but you get support) and one for the home market (free - no strings attached but no tech support unless you pay). I find Avast is reliable and compact. There is also AVG - another reputable package offered free to the home market. It's a competetive world out there, don't give your money to a company that doesn't care about supporting it's paying customers.

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