SYMANTEC CORP

During the last three days, I have experienced a series of interactions with Norton Antivirus 2012™ & Norton Internet Security™ (Symantec™ that lead me to the following conclusions. The lessons I believe should be learned from the last three days are: A. Norton does not back up its antivirus software and if you get a virus --- tough luck. B. They may or may not help you if you give them money, but that is not even a sure thing. C. Norton does not care about you or your computer. The following is my understanding of the events and my interaction with the support line representing Norton Antivirus 2012™ & Norton Internet Security™ (Symantec™). I am writing this in order to warn the computer world of my belief that Norton’s commitment to its clients is shockingly poor and that the software to protect my computer was equally poor. On May 03, 2012, I received a notice from Norton of a new update and asking permission to install the update. I did install it. Later in the day, I received a MicroSoft™ warning that my computer had become infected with an unknown virus. I immediately ran a “Full Scan” on my hard disks and left for the day. On May 04, 2012, I found my computer in the boot mode. I booted my computer up in the “Safe Mode” and received a warning that my computer was damaged and asking if I wanted to restore from an earlier shutdown. I choose “5/03/2012” restore. The computer did reboot after this but I had lost all the addresses to the programs in my “Program Files” subdirectory and could only run a few programs. I called Norton™ at 1 888 843 5571 to get support. Keep in mind that, we have Norton™ on all 7 of our computers and have been loyal to Symantec™ for 13 years. I told the guy on the phone what had happened and that I needed Norton™ to step up and help me get this virus off my computer and restore me back to “pre-virus” status. His response was “The people who write this virus software, write it to circumvent Norton’s security.” Furthermore, “Norton™ was not responsible for viruses that might infest my computer” I was slack jawed at this response, but asked him to place me with the people who could fix my computer. At this point he launched into a spiel about how I could hire local people to come to my office or I could take my computer to their office. After a week or so these local people may or may not be able to fix my computer and it would cost from $xxx to $xxx (I think he said $200.00 to $300.00). BUT! For a mere $59.99, a Norton Technician could fix the problem for me … OH! OH! I forgot that this service “… requires a monthly subscription fee of $19.95 per month…” When l asked if I would un-subscribe to the “service”, he said that it could only be accomplished on the phone. Because I am over a barrel, I agree to the protection racket and give them my credit card information. In turn, I am given a Ticket Number and about twenty minutes later, a technician calls. The technician has me enable him to log into my computer to fix the virus. He asks me to let him work on it for about an hour and then it would be fixed. I watch as he begins deleting and moving things on my screen. I come back in about 45 minutes, and the technician has left a note on my computer stating that we have a domain. He and his supervisor agree that they can not work on the computer because of this???? I call back and get the same message over the phone with “attitude”. And a message that basically said you are on your own and we will not help you!!!!!! He did say they would refund my money? The new problem, is that apparently the technician quit in the middle of operation and now I can’t use my Norton Antivirus or 90% of the few programs that were working prior to his intervention. To reiterate the lessons I believe should be learned from this is: D. Norton does not back up its antivirus software and if you get a virus --- tough luck. E. They may or may not help you if you give them money, but that is not even a sure thing. F. Norton does not care about you or your computer.