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Review 12/15/2010
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My complaints appear closely in line with others I have review on here. I had installed Norton Anti-virus package on my computer originally about 2-3 years ago. On April 4th, 2010, I renewed my subscription, having access to the Norton 360 package. I payed $74.89. I was to have protection for up to 3 computers. In August of this year, I puchased a new laptop computer. I went to www.mynortonaccount.com and drived to determine how to install Norton 360 on this second computer. I could not determine how, based on the website. I call the support number that I could fine. I was very highly encouraged to allow the tech remotely log into my computer, and run the installation for me. They charged me $39.99 to do so. I was not happy at the time that they would not simply guide me through the steps needed. However, I had a lot happening and didn't have time to argue any more, so I paid the fee.
Approximately 2 weeks ago, I began having viruses take over my new laptob. Barely 3-4 months after purchase. I contacted the Norton support team, requesting assistance. The rep confirmed I have a virus, and said it's an extremely complex process to correct on your own. They would be happy to remote into my computer and repair it for another $99. I said there is absolutely no way I am paying them again. I asked what support teams can assist me without charging, AGAIN, and he said he's not aware of any.
These are all factual details, and I have records of such. I also feel this company uses HIGHLY UNETHICAL BUSINESS PRACTICES.
I have since installed a new program, NOT WITH NORTON, so that I could clean up and repair my laptob. It's still not fully back to normal, but is close. I'll likely have to pay a computer technician locally to assist with the full repair.
I'd love to receive a refund of $50 (2/3 of the $74.89 renewal cost paid, but not realized in benefits), plus the $39.99 charged in August, the $27.90 I had to pay for the new security set up (fortunately I received this at a discount) and whatever cost I will be forced to pay a local technician.
If Symantec is willing to provide this refund, I will update my complaint accordingly, recognizing their response.
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