I recently purchased a new computer for my husband at Best Buy. I mentioned that I already have a Norton 360 account and can install on three computers and have it only on the one we had owned up to then. When he got set up on the computer he noticed there was a free 30 day trial of Norton so we did not have to rush to get the 360 installed. Great news!
However, a few days before the end of the trial run, I went to install 360 and had issues. I contacted customer support at 1-800-269-0924. I was directed to a call center and with someone that was extremely difficult to understand. He asked if I was on Windows 8 and he said that he had to remote to my computer and update Windows 8 and 360 to get it going. I gave him access but watched him and within a minute he said that the computer was already infected and that I had to take it to Best Buy or he could connect me to Microsoft who could "clean it" for $99.00. I told him there should not be any issues as we had already been covered during this time with their trial Norton coverage. He went around the statement and said that he could not install 360 until it was cleaned.
I asked again, why if NORTON themselves was covering it WHY would there be any issues. He ignored the question. So I asked, why cannot you just install 360 and have that program scan and clean it. He said he could not or I risk the whole computer crashing.
My husband came in at that point and I handed him the phone. He was wondering the same thing I was. He told them that if there are issues on the computer currently that NORTON needs to PAY for the cleaning as THEIR product did not protect it. After going a couple of rounds, the difficult-to-understand tech (identified via the login as Agent 8), admitted to my husband that the 30-day free trial was "just a marketing tool and does not actually work." At that point my husband was furious. Norton's trial program SAID we were COVERED and come to find out it is a SCAM!? And out of the mouths directly from their service department!?
My husband informed him that if they are going to make fraudulent claims of protection then aboslutely they need to pay for any issues as a result of their cliaming protection when they were not! I am understanding this to mean they KNOWINGLY defrauded the public. At this point, tech number Agent 8 hung up on my husband. We never once said any bad words, but were only insistent that if they stated they had our computer protected than they are liable if they are negligently decieiving the public and using this as a "marketing tool" that "does not actually work".
I saw another complaint on this website that had a similar situation.
This is a SCAM and I think the public needs to be made aware of this. We are installing 360 regardless and then running a full system scan. After these a few other things we are going to do, we will see how it looks. We did try to contact another number given to us when we called back after being hung up (turns out this call center was some contracted third party Norton uses for their "customer service"). The number given to us was 1-800-746-6061 if anyoneelse needs it. We tried calling but were on hold for 20 minutes before we decided to see how things go and then try again. Either way - CONSUMER BEWARE!!