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Review 2/9/2010
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Norton’s customer service is beyond bad, they are aggressive sales sharks. I installed Norton 360 on my new laptop. I received an email from nortonaccount@symantec.com more than 100 of them in 3 days. I contacted Norton through online chat. After 1.5 hours their technicians said there was a virus and that I needed to pay $99.99 for it to be manually removed. I told them I wanted to think about it and talk with a friend before making the charge. They insisted that I continue or the virus would go deeper into my machine. And, that if I broke off the call I would have to start over. They said that if there was no virus there would be no charge. So I went ahead with it. After another 1.5 hours it was determined that there was no virus. I asked for my credit, they said customer service would call within 24 hours. They called the next day and did not issue a credit. They did offer me extended service, which I declined……....They took 3 hours of my time, they charged me and did not resolve the repeated email issue. A friend recommended a fix that worked right away. The 3 technicians that looked at my case were not qualified to determine what the issue was. Their communication skills were sketchy, they would only speak from scripted messages…....Quality antivirus services are available online for cheap or free, SuperAntiVirus.com for example……....I would rate Symantec with 0 stars, but that's not an option here. Please register your complaints with the BBB. An A- is not an acceptable rating for this super-poor service...........UPDATE: Symantec refunded my $99.99 after 1 week. Perhaps they just want to earn interest or need to show 'income' for creative book-keeping. Generally outsourced workers earn about 1/10 of a US wage.
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