Symantec
Reviews and Complaints
www.symantec.com
zladytu B
Portland, Oregon
Norton blew up my flat-panel monitor
In October 2010, I purchased Norton Internet Security 2011 and installed and registered it. A few days later, it threw a message that it was expired and needed to be updated. I rebooted my computer and it worked -- life was good. Then a few more days and it once again said it was expired. On October 25, 2010, I went to Norton.com/support and found this scenario in the FAQs, indicating that it was a known problem. At this point, I entered a chat with a support specialist (name and case number available upon request). I spent more than five hours in a chat with him, during which time he repeatedly crashed my computer. The last time, the monitor did not come up, apparently having damaged by the repeated power surges from the crashes. I hooked up a generic monitor and saw the tech's final message that "since you are not replying, I assume your problem is solved". Sorry -- no. I then called 1-80*-745-**** and got a tech who fixed it in about 10 minutes. I told him that they had blown up my monitor, but he neither admitted nor denied it. A few days later, I received an email from Symantec asking me to critique their "customer service". I wrote exactly what had happened, and got not so much as an apology. I wonder how many more computers or monitors this have been damaged by this defective program. By the way, I saw an ad in yesterday's paper for "NEW Norton Internet Security 2011". Does this mean they fixed it?
2 comments
remoman M
Los Angeles, California
False Advertising
My son and I each bought a Norton bundle pack: (Internet Security 2011, Utilities, Ghost.) It is marked on the side flap, "1 year protection for up to 3 PC's" then lists each of the 3 products. I took out the discs and the Security and Utilities is marked, "for 3 PC's" The disc for Ghost is marked "For 1 PC." I called their tech support and got some guy out of the country who had no idea how to help me - just kept saying, "Ghost is only for 1 PC." I called Symantec corp. in Mountain View CA and their Customer Support there gave me a case # BIG DEAL and transferred me back to India or where ever. NO HELP. I called back and the receptionist said she will email someone. Not sure I will ever get this resolved. Doesn't a company realize things like this drive customers away? I have used Norton 360 for years but this will make me consider Kaspersky next time.
2 comments
Anonymous
Elmhurst, Illinois
Symantec Phone Customer Support Stinks
I just tried calling Symantec Customer Support, after waiting 65 minutes on holding, listening to music and their automated system telling me, do not hang up, if I hang up and call back I will end up at the back of the line. When I called Corporate Headquarters in Mountain View, CA and asked to speak to somebody about my complaint of why I was waiting 65 minutes and still holding on my other phone, they stated nobody at corporate headquarters accepts complaints, this is the corporate headquarters of the company, yet they do not fiend complaints ??? Something is wrong big time with this company when they sell me Norton 360 for around $90 and they can't in anyway properly support their product because their phone systems are jammed with callers like me. The President of Symantec needs to be FIRED, this is the only way to send a signal to the customers, that they are being heard. I guarantee you that no executive at corporate headquarters is waiting 65 minutes to speak to someone. This wait time shows a total disrespect for people trying to communicate with Symantec. Symantec has obviously deemed waiting well over 1 hour on hold, acceptable. What kind of business treats their customers like that ???? One that will be out of business if they don't change their ways.
7 comments
clint l Lwe
Ontario, California
Office Depot Norton Utilities Rebate 10-3**** is broken
* Office Depot had a Symantec rebate 10-3**** for Norton Utilities 14.5 running from 10/24/2010 thru 10/30/2010. * The rebate didn't say and the Office Depot staff didn't know that Symantec rescticted the rebate to UPC 0376******** * My and many Office Depot stores have only ever stocked Norton Utilities 14.5 with UPC bar code 0376********. It is not possible to buy the product with UPC ending 277 from those stores. * My rebate was refused by Symantec (the rebate processor). * I asked Office Depot phone sales if I could be sold a copy of the Norton Utilites 14.5 with the UPC ending 277 and was told they were sorry but that sale would not be possible. * I made a phone call to Symantec rebate center staff identifying myself as a person interested in utilizing the rebate and wanting to make sure I purchased the correct product. I asked the staff to please supply me with the UPC bar code numbers applicable to the rebate 10-3**** and was told by the staff that the applicable UPC bar code numbers could not be disclosed to me. * A Symantec rebate center staff supervisor "double talked" me. He told me that Symantec was not hiding the rebate's UPC restriction from Office Depot. He said Office Depot knew about the rebate and the product UPC bar code. i already knew that Office Depot store staff and telephone staff had accessed the same rebate forms I possessed to tell me about the rebate and the store staff only knew the product UPC that was stocked. The Office Depot store and telephone staff did know all about the rebate communicated by Symantec, just not some important details the Symantec withheld.
Loss:
$30
kenjonesNSan F
San Francisco, California
Norton Antivirus joins *** for Customer Service and Rip Offs
Been a Norton Antivirus user for years with no problems. TOday there was a "Protective Shield" bug informing me I was infected with a virus that their company could repair for $ 49, 59 or 69.00. While I had the virus message, I ran a full scan on Norton Antivirus and it detected no viruses and told me my system was clean. The bug had restricted by internet use to purchase their rememedy or do nothing else. At 7:05pm I called -800-441-**** where I was on hold until well after 10:30 (this is is really horrible customer Service). The fastest thing the corporation did for me was charge my credit for $ 99.00 at about 10: 45 and it is 12:07am and I am stilln on hold waiting for a 6-digit PIN to clear the account. Clearly there is no benefit to purchasing Norton antivirus; is that correct? You need to be clear with people that you are unable to respond to their issues and problems in a timely fashion; and it is easier to go to best buy and buy a new computer and tell everybody to STOP SUPPORTING NORTON - U get nothing back! STOP SUPPORTING NORTON - You get nothing back; and even that is slow
Loss:
$99
5 comments
Anonymous
Washington, District Of Columbia
Symantec Support BLOWS. 4+ hour wait?
I'm on the phone right now in fact! Their support for Backup Exec sucks! I've called 5 times the passed 2 weeks. Tried emailing them. NOTHING FROM THEM. Yet their operator assures me they are working hard on the case and have it set as "major". BULL, not when no one has called me back and I've waited on the phone long enough for my cell phone to die. wtf? Seriously. Fix your support center, hire more. I opened the case on the 4th of October. Today is the 13th. I am still working on the same case to be addressed, but it has not even been looked at by any support personnel. WTF?
2 comments
Anonymous
Aurora, Colorado
Stay Away From Norton 360!
I got a virus and some worms while running Norton 360 and yes it was up to date on all downloads. I spent 3 hours on a chat with someone that I had to pay $99.99 to clean out the problems that Norton 360 let in. The agent told me my computer was clean. I ran another program to check this and found the very problems that I had paid to get cleaned out. I've spent 4 days trying to find someone in the US that will refund my money. All I get is the office in India. These people are farmed out labor and couldn't care less how many customers they chase off with the extremely bad customer service! I am convinced now that Symantec makes more money off the viruses they let slip in than they do selling Norton 360! Refund..I can forget that but my satisfaction will come from posting to as many places as I can find to warn others to stay clear of any Symantec product. That company cares nothing about their customers. They just want to take the money and RUN!
2 comments
Anonymous
Camden, New Jersey
Symantec outrageous phone hold times
It is now going on three hours on hold for a symantec tech expert to pick up the phone....after 1.5 hours my first phones battery went dead...I really do not believe I have ever experienced as horrible customer service as this, especially since it took them about three minutes to get my credit card number and charge me $150.00.....To all prospective Symantec customers: unless you really love to be treated like a piece of garbage, avoid these folks at all costs! My next call is to the Better Business Bureau, which will hopefully get this company to treat its customers with a little respect.
Anonymous
Delhi, Delhi
Horrible experience so far !!
Using online store of your complany I subscribed for Norton Antivirus 2010 for 2 years. My order no. is 165320****. Since I am not able to comlete the download of subscribed antivirus softward on my PC I have tried to reach you through the customer help line number( for India) stated in your website. I am frustrated to the core as the number never gets responded as I have tried to reach at least 6 to 7 times on different dates and timings but noone picks up the phone. Despite manking the payment I still remain harrassed ! Would someone from the company take care of my problem. I could be reached on +91 0987****319 apart from the registered email address with you. In case your customer help line number has changed, for Gods sake please update it on your website.
Loss:
$64
Anonymous
New York, New York
Winferno-Symantic refund scam
Winferno sells Norton anti-virus protection through their website with promise of a refund (Mine was 35 dollars off a $69.99 bill). You send your refund papers in and Symantic (Norton) denies it because Winferno never gives you a receipt or any kind of confirmation that you purchased the product. I have searched and searched old emails and looked on the Winferno site to find a proof of purchase, but no dice. I won't get that money back but I can at least make others aware of it to prevent future consumers from getting screwed. The irony is Winferno is not a safe site according to Norton.
9 comments
carolcarson
Santa Cruz, California
Symantec Norton Complaints: Call Here
I have tried for months to get back my money from a faulty download of Norton 2008. I have had three representatives, not in the United States, tell me the check was in the mail. Besides the hours of my wasted time, the stress of it has take its toll. Like most unsatisfied customers, it certainly hasn't been equal to the money lost. I suppose that's why people just give up. But I didn't. For those of you that can not get your money back from faulty downloads from Norton, call Kimberly Rodriquez at 408-517-**** and go to the following website for a complete list of executives:http://consumerist.com/503****/complete-norton-symantec-executive-contact-listGood Luck! Carol
Lorance Kid
Athens, Georgia
Symantec Corporation faulty downloads and zero customer service
This is the letter I'm sending to them. June 1, 2008 To Whom It May Concern: (since I can’t find an address, a contact name, department or person to send this to) I received a BIG FAT RED X on my computer on Sunday June 1, 2008 indicating that my Norton anti-virus subscription had expired. I thought that I had renewed anti-virus and internet security in December 2007, apparently not. After about 5 tries to get to your website and download anti-virus only, I was able to get through all the screens and make the purchase for 39.99. When I went to print my order page, the system froze. When I drilled down through your site to find a contact us, it asked to download support files in order to chat, I pressed the dialogue box to do so and got nothing. So not only did I not get help, I did not get my download. I went back to your site to try to return it what I DID NOT get which was the 2008 Anti-virus download, and it wouldn’t let me send an email because I didn’t have an order number. I DID NOT RECEIVE AN ORDER NUMBER BECAUSE EVERYTHING I TRIED ON YOUR SITE, FAILED AND CRASHED. I don’t understand what kind of customer service you have. You can’t talk to anyone on the phone without paying money, you can’t chat with anyone online without downloading support files that do not download and you took my money. Let me tell you something. These are hard economic times. The $40 I spent on ABSOLUTELY NOTHING FROM YOUR COMPANY, could have gone into my gas tank or put some food on my table. I am woefully disappointed with the number of hoops required in order to get your product and the additional thousand hoops required to get some help with your products. I have currently unistalled (I hope) every Symantec application from my computer. I WANT MY MONEY BACK AND I want you to address for me and for any other person who has spent their hard earned money on your products, why it’s so difficult to get them and why it so difficult to get some help on them. Times are much too difficult to PAY MONEY FOR FOOLISHNESS.
Loss:
$40
2 comments
Ken L Qaq
Torrance, California
Symantec - You WILL renew NOW!!
I have been using Symantec's Norton 360 Internet Protection Software for about eight years now. This year Symantec decided that I should renew when THEY felt apppropriate, like 30 days prior to my renewal date! Approx 37 days prior to renewal I started receiving these pop-ups telling me It was time, remew now or remind me later. The "remind me later turned out to be about 24 hrs, which is fine. But when I did not renew during that initial week, the next week the pop-ups started coming HOURLY! I emailed Symantec Customer service and told them I'm an adult and I'll renew when I'm *** good and ready - please shut the renewal notices off. They repllied that they could not shut them off, "just ignore them"! I really tried to ignore them, but the third week the pop-ups came every 15 minutes! Enraged, I called Symantec Customer Service and demanded they stop invading myu computer with their bullying reminders, and they again said they could not. So I asked to speak to a supervisor who parrotted that there was nothing he could do. I was taking names and preparing to fly to Cupertino (Symantec Hq) to get the thing shut off and told him so. So he came up with uninstalling my Norton 360, then installing their sample which would in effect stop the barrage of reminders. In the meantime I tried to contact someone in Cupertino to complain and was referred to the Customer Service Center - period. The next thing I received from Symantec was a request for my current credit card number as their renewal had been denied by my bank! Guess what, I never authorized renewal! I am not on auto-renewal and never authorized them to renew. If I had authorized renewal I would have given them the new credit card info! So I uninstalled the rest of their *** and went with another company. I'll let you know how this other company does after a couple of months......
7 comments
Big A Itm
Gloversville, New York
Symantec, lousy service/defective product
After suffering several problems including sending and receiving emails, my Norton Anti Virus software kept opening a warning box stating 'A problem has occurred and Symantec needs to close' The Norton symbol would vanish from my taskbar, leaving me without protection until I restarted my computer. After a few more days of this a new warning stated that I needed to uninstall and reinstall my virus protection. To make a long story short, my software would not reinstall so I contacted Symantec via their web site and described my problem. I received a reply from a tech with a long list of downloads from their site to remedy my problem. After 22 hours of downloads (I had to do this twice do to a corrupt first download) my virus protection refused to open saying I had the wrong product codes. Before uninstalling their product I contacted their site to obtain the correct codes from my original purchase which is kept by Symantec when I registered the software. I emailed the tech I had been in contact with and described my new problem and got no response. Several days later I resent my request for help and was ignored again. After my first email to Symantec I received a message from the vice president of Symantec consumer support (Lenny Alugas) asking me to respond to a customer service survey about my experience. I clicked on the URL and received a message that this service is no longer available! I then sent a complete thread of my correspondence with Symantec to the vice president. Eleven days have passed without a response. I have now reported Symantec to the Better Business Bureau.
Loss:
$39
8 comments
Anonymous
Centurion, Gauteng
Symantec Norton, fraudulent deduction from account
Symantec deducts annual Norton anti-virus fee one month before expiry. If you cancel your contract though before expiry, it is impossible to get a refund. At least in my case. Their call centre is hard to access and although their customer service is polite they obviously have no authority to do anything. They are impossible to contact at their Canadian headquarters and do not respond to either faxes or e-mails. Their service is as slow as their anti-virus programme makes your computer, the reason why I cancelled in the first place. Frankly both their product and the service sucks. Paul Curtis
2 comments
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This is one of the stupidest complaints i've ever seen - just because you get a new kitchen sink and your TV suddently doesn't work, doesn't mean it was the kitchen sink. Also monitors do not blow up because of PC's - this is a fundamental misunderstanding of physics, electronics etc and you shouldn't be allowed to complain with such ignorance.
Having been an electronics Tech since the days of vacuum tubes I can tell you that a computer crash can have no harmful effect on a monitor. I hate the term crash as it just fans the fires of paranoia.
The term crash dated back to when hard drive did not auto park the read write heads and they would often crash into the magnetic disks if the user did not park them correctly. This crash into the magnetic disks guaranteed the need for a new hard drive. Your monitor most likely failed due to a malfunction in the switch mode power supply and would have failed anyway.
Norton causing damage to your monitor is akin to you triggering an avalanche by screaming over the phone. Just aint gonna happen!