I am requesting a refund from Norton Symantec. They charged me for a service I never received. It is very difficult to speak to anyone from this company.
Norton 360 is a rip-off in more than one way!! First of all, they do not effectively protect my laptop from viruses even though I had just purchased the computer AND Norton 360 three months prior. Not to mention, that is why we buy these Virus Protection Programs to begin with. Second, I was told the problem would require a charge of $99.99 to fix this one time problem. In the end, I was recommended by the tech who was fixing my computer remotely and chatting via the chat box, to purchase 3 years of 24/7 , easy access technical help, virus removal, and support for any questions or problems I had. It cost me $499.99!! Here is how it happened.... My computer was running slow, getting pop up error messages hundreds of times a day when I contacted Norton 360 thru their yellow desktop icon. The "tech" told me to call a 1-866- number and stay on the line with him while he checked my computer. He told me that the problem was too large for Norton to fix, but I should let him set me up with their "other" tech dept. He asked me to stay online while he initiated contact with that tech dept thru a chat box on my desktop. When that connection was established I was asked to type my problem in the box. At this point, the ""norton rep" said I could hang up while the online techs fixed my problems. But if we were disconnected I could redial the 1-866- number to reconnect. (Sorry, but after three months I no longer have the note paper with the phone number on it, nor the reps. Name, etc. , or I would provide that now.) At no point did the initial Norton 360 rep. That I contacted via the support/help option Tell me that remoting into my computer and removing viruses was a "free service" that Norton provides. Nor was any information provided by Norton 360 at time of purchase or even in their desktop icon box when opened, that Norton "fixes" problems, removes viruses for free as part of the protection I purchased. Therefore, when I was told it would cost me $99.99 to fix the problems that day was I not suspicious in any way. I was only disappointed that I had viruses that weren't stopped by Norton, but figured that I had no other choice than pay Norton (or their special tech dept.) To fix the problems. And to be fair, I should say that whomever this tech. Support person was, or whomever he worked for, he did repair my computer and removed several Trojan viruses infecting my laptop. It took 3 hours, but my problems were solved. I guess I am lucky? (Except for the fact I paid $100.00 for Norton 360, then was scammed by Norton to use and pay some other company and because they did such a great job....pay even more for a 3 yr. Service for this outside tech support company to help me, that I should not have needed in the first place!!) Now I only know about this rip-off because when I had my third problem with my laptop I did not use my desktop button that connects me directly to the tech support (the one I inadvertently purchased that July, 2014 day), instead, I decided it was time to complain to Norton 360 that I now had this new problem and why weren't they protecting me, especially when I had now paid a total of $600.00 for protection and long term support. It was then, that the rep. (Again contacted via the yellow Norton box on my desktop) told me I must have been scammed, and also that it must have been my fault because I believed the first rep. Was really from Norton. (the "real Norton reps".... and I use that term sarcastically), supposedly do not refer problems to a third party tech support, or an outside tech. Dept. To fix problems or remove viruses. And they do not charge or ask for payment. Oh, and by the way, the "real Norton" , as well as the "non-Norton" company, issues a case number, and also follows up a day or two later to see if your problem was resolved and your computer is working correctly, and ask if they can "close the case". This is done by them calling me in person. Is it a coincidence that "both" companies follow the same protocol in making sure you were satisfied and all problems were fixed, and can they close the case...etc?? Anyway, since I was still talking to this live Norton rep. ,Hopefully the "real Norton" rep., I asked her why there was no trace of my contact in July, and what they would do about it. She said she would forward my complaint to their security dept. And they would investigate, but that it would really help if I could find my case number from that July contact which I still don't have. I also inquired as to why Norton wasn't informing customers of all this important information she was giving me now about "how" this problem could have occurred, and how it could have been prevented. They need to have a better system in place to authenticate whether you are talking to a "real Norton" rep. In the first place. And don't wait until I've been ripped off (I think it's an inside scam) to tell me HOW it could have happened! Obviously they know it's happening! It sounds like nothing will get done at this point. I've checked with my credit card company,(bank of America) who says it was not fraud because I willingly gave somebody my card number and used their service. I will check back with Norton (with a toll free number given to me by the dept. Who called back to see if my last problem was solved) and use the new case number that I was given and will keep forever this time, to see what, if anything, is discovered by the security dept. (If that is even real)!! Once this Norton subscription is up, I will Not be using them again (they better not auto-renew as I've seen them do to others filing complaints with the rip-off report)! Hopefully their are reputable anti virus protection companies out there that I can bring my business to. I would never use or recommend Norton to anybody!
Norton Reviews
I am requesting a refund from Norton Symantec. They charged me for a service I never received. It is very difficult to speak to anyone from this company.
Norton 360 is a rip-off in more than one way!! First of all, they do not effectively protect my laptop from viruses even though I had just purchased the computer AND Norton 360 three months prior. Not to mention, that is why we buy these Virus Protection Programs to begin with. Second, I was told the problem would require a charge of $99.99 to fix this one time problem. In the end, I was recommended by the tech who was fixing my computer remotely and chatting via the chat box, to purchase 3 years of 24/7 , easy access technical help, virus removal, and support for any questions or problems I had. It cost me $499.99!! Here is how it happened.... My computer was running slow, getting pop up error messages hundreds of times a day when I contacted Norton 360 thru their yellow desktop icon. The "tech" told me to call a 1-866- number and stay on the line with him while he checked my computer. He told me that the problem was too large for Norton to fix, but I should let him set me up with their "other" tech dept. He asked me to stay online while he initiated contact with that tech dept thru a chat box on my desktop. When that connection was established I was asked to type my problem in the box. At this point, the ""norton rep" said I could hang up while the online techs fixed my problems. But if we were disconnected I could redial the 1-866- number to reconnect. (Sorry, but after three months I no longer have the note paper with the phone number on it, nor the reps. Name, etc. , or I would provide that now.) At no point did the initial Norton 360 rep. That I contacted via the support/help option Tell me that remoting into my computer and removing viruses was a "free service" that Norton provides. Nor was any information provided by Norton 360 at time of purchase or even in their desktop icon box when opened, that Norton "fixes" problems, removes viruses for free as part of the protection I purchased. Therefore, when I was told it would cost me $99.99 to fix the problems that day was I not suspicious in any way. I was only disappointed that I had viruses that weren't stopped by Norton, but figured that I had no other choice than pay Norton (or their special tech dept.) To fix the problems. And to be fair, I should say that whomever this tech. Support person was, or whomever he worked for, he did repair my computer and removed several Trojan viruses infecting my laptop. It took 3 hours, but my problems were solved. I guess I am lucky? (Except for the fact I paid $100.00 for Norton 360, then was scammed by Norton to use and pay some other company and because they did such a great job....pay even more for a 3 yr. Service for this outside tech support company to help me, that I should not have needed in the first place!!) Now I only know about this rip-off because when I had my third problem with my laptop I did not use my desktop button that connects me directly to the tech support (the one I inadvertently purchased that July, 2014 day), instead, I decided it was time to complain to Norton 360 that I now had this new problem and why weren't they protecting me, especially when I had now paid a total of $600.00 for protection and long term support. It was then, that the rep. (Again contacted via the yellow Norton box on my desktop) told me I must have been scammed, and also that it must have been my fault because I believed the first rep. Was really from Norton. (the "real Norton reps".... and I use that term sarcastically), supposedly do not refer problems to a third party tech support, or an outside tech. Dept. To fix problems or remove viruses. And they do not charge or ask for payment. Oh, and by the way, the "real Norton" , as well as the "non-Norton" company, issues a case number, and also follows up a day or two later to see if your problem was resolved and your computer is working correctly, and ask if they can "close the case". This is done by them calling me in person. Is it a coincidence that "both" companies follow the same protocol in making sure you were satisfied and all problems were fixed, and can they close the case...etc?? Anyway, since I was still talking to this live Norton rep. ,Hopefully the "real Norton" rep., I asked her why there was no trace of my contact in July, and what they would do about it. She said she would forward my complaint to their security dept. And they would investigate, but that it would really help if I could find my case number from that July contact which I still don't have. I also inquired as to why Norton wasn't informing customers of all this important information she was giving me now about "how" this problem could have occurred, and how it could have been prevented. They need to have a better system in place to authenticate whether you are talking to a "real Norton" rep. In the first place. And don't wait until I've been ripped off (I think it's an inside scam) to tell me HOW it could have happened! Obviously they know it's happening! It sounds like nothing will get done at this point. I've checked with my credit card company,(bank of America) who says it was not fraud because I willingly gave somebody my card number and used their service. I will check back with Norton (with a toll free number given to me by the dept. Who called back to see if my last problem was solved) and use the new case number that I was given and will keep forever this time, to see what, if anything, is discovered by the security dept. (If that is even real)!! Once this Norton subscription is up, I will Not be using them again (they better not auto-renew as I've seen them do to others filing complaints with the rip-off report)! Hopefully their are reputable anti virus protection companies out there that I can bring my business to. I would never use or recommend Norton to anybody!