Has others had this Anti-virus problem

I purchased again a one year subscription renewal with Symantec (Norton Anti-Virus) but just after 10 months they expired and cancelled my coverage with no warning! My account is # 532132164 and should be good until the end of Feb.05.After many many emails they informed me that they will not compensate me for my lost 2 months (paid for coverage) unless and/or until I purchase a renewal for at least another year.All I have to work with is their name and Email address otherwise they seem untouchable I feel that this is unethical and unfair with little or no recourse on my part.I was going to just forget it as this ongoing hassle is making me physically sick but what if they are doing this to other innocent victims? My problem # that they assigned me is (575-287).Has this happened to others or is it just me?

 

loonychoons,

Welcome to the board! I have to say that I have not run into that problem before. I have renewed several subscriptions with Symantec without a hitch. As you mention, it's hard to get to them without paying for phone help.

Mike

 

I'd been a Symantec/Norton customer for many years. I can honestly say that in that time frame I never experienced the exact problem you are having. HOWEVER, I completely concur with your description of Symantec being nigh to impossible with which to communicate. They're too big, IMO, and as a result appear to no longer give the individual attention they once did.

I finally gave up on Symantec last summer as did my wife and we both purchased Trend Micro's Security suite. We could not be happier. EVery day we receive anywhere from two to as many as four anti-virus updates. The suite contains an easily configured firewall and an anti-spyware program. AND you get all of this for half the price of Norton's Internet Security Suite. Plus their tech support is easy to reach. Frankly, if I were you I'd dump Symantec. It tends to be a bit of a resource hog anyway.

 

loonychoons

Download AVG 7.0 Free Edition .

After it is downloaded, un plug from the Internet, uninstall Norton, Reboot, install AVG.

You will never get anything out of Symantec of any use. I have had experience with the non existent tech support. This, of course, is my opinion. There are some here that will disagree.

 

Well guess what?

The squeeky wheel does get the oil!! Now I will have to decide if I want to go back to Symantec or not. loonychoons.E-mail Message from Symatec follows--------- Date: Fri, 28 Jan 2005 14:13:01 -0800
From: "Customer Service" <customersupport@symantec.iseva.net>
Subject: RE:'Case=627-885' I have unblocked your address
To: "Leonard Chowns" <loonychoons2003@yahoo.ca>


Hi Leonard,

Leonard, I understand your concern regarding this issue.

Please note that, I have processed a free replacement Norton AntiVirus CD to you. You will be receiving the free CD of Norton AntiVirus in next 8-10 days. Also, you will be receiving one-year complimentary subscription for Norton AntiVirus 2005.

If you need technical assistance, please contact our Product Support Technicians. Our Product Support Technicians can assist you with technical issues involving the installation and operation of your Symantec software. For your Product Support options,



Please refer the following Web address:



http://www.symantec.com/techsupp/support_options.html

If I can be of further assistance, please let me know.

Regards,

Subramanya
Customer Relations Specialist
Symantec Authorized Online Customer Service

 

Good grief Leonard, did you make them an offer they couldn't refuse?

I have now heard the unhearable, Symantec responding with something besides the "company line ".

 

Leonard,

I am also surprised. It's nice to see a company correct their mistakes. Luckily, I've never had any problems with Norton's before. Personally, I would use their free year. When the time comes to make the decision again, you can weigh your options. If it's worked for you in the past, there's no use tossing it now. Especially when it's free!

Mike

 

Thanks Mike!

I am still learning my way around this site? I sent a reply to Bill but it never showed up in the thread? So I sent one to myself and when I found it i then knew my mistake.I needed to reply to the thread not the person. Yes I am pleased also BUT. AS my GRANNY used to say ( I am from MISSOURI - I will need to see it to believe it! So until that CD shows up in my (snail mail) Canada Post I am not putting all my EGGS in one Basket or don't count your chickens before they hatch. Thank. to all my Friends that replied ant Thanks Heaps for your support. Lenny Chowns C.E.T.

 

The test of a vendor is not just in the product they sell, but the manner in which they service the customer after the sale. A free year sounds like a a pretty fair way to fix a billing mistake. Nice to see good customer service.

 

Lenny,

I can certainly understand that! Let's hope it arrives soon for you

Mike

 

As a loyal user and staunch defender of Norton, despite all its idiosyncrasies, I will be pleased to see this story have a happy ending. Yes, Norton is a resource hog. On a modern machine, you'll never notice. Yes, Symantec is huge company that often seems unresponsive to the many customers who require tech support- but they DO come through, more often than not.

I've been using Norton for 4 years, and have put it on dozens of computers. I like it because it is dependable, easy to configure, and "idiot proof" for the computer "not-so-savvy" crowd. My computers have never been infected with anything, as long as the user doesn't interfere with the settings. If they said they would send you a cd, they will. I am glad to see such excellent customer service, and pleased you shared it with all of us. What started out as an unhappy customer, seems like it's going to end with a satisfied one. It gives me hope!

Johanna

 

I'm not sure how you can make this statement, Johanna. You say that Symantec "comes through more often than not." Based upon what? How can any of us know how often they "come through" other than our own experience OR the experience of our acquaintances? We're talking about hundreds of thousands (perhaps millions) of users and I'm sure we can both only safely say our own experience isn't greater than a few hundred.

I've used Symantec since 1998 (McAfee before that), so I've about as much experience as yourself with the company. It failed me twice during those years but more to the point... I found it nigh to impossible to communicate with the company other than the forum (which they've taken away). And to top things off... as you mention... it's a resource hog... certainly more so than AVG or several others. This past autumn I decided to dump it once and for all and I could not be happier. My wife followed suit and we're now both on Trend Micro's PC Cillin suite. We receive updates two... sometimes three times a day. BUT more importantly, you can actually reach this company. AND the initial outlay was about half of what I paid for Symantec's Internet Security suite.

 

I said Symantec comes through because I have seen a number of posts on this BBS where people have asked Symantec for tech support, and have kindly shared the responses received. I have never asked Symantec anything, but I know Christer has asked them complicated questions, and received intelligent answers.

I am glad you are happy with your new security software. Everyone should find the best software for their situation. Like shoes, internet security is not "one size fits all "!

Johanna

 

That's cool. Different strokes for different folks, eh?!

 

Overkill?

Well I have not seen the free Norton Anti-virus 2005 yet/ It is way to early? but out of the blue I got another E-mail from Symantec! as follows--- Date: Mon, 07 Feb 2005 15:11:50 -0800
From: "Customer Service" <customersupport@symantec.iseva.net> Add to Address Book
Subject: RE:'Case=669-700'
To: "Leonard Chowns" <loonychoons2003@yahoo.ca>


Hello Leonard,

We welcome you back to our Symantec Online Customer Service. We strive to delight our customers.

Thank you for your response.

Leonarsd, I have placed an order for a replacement CD for your Norton AntiVirus (NAV) 2005 product. You will receive the NAV 2005 CD free of cost within 10-15 business days.

Thank you for choosing Symantec.

Please do not hesitate to contact us again, if we can help in anyway.

Warm Regards,

Manoj Gabriel
Customer Relations Specialist
Symantec Authorized Online Customer Service
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P.S. I checked (NAV) 2005 has everything. Boy, If they follow through I will be far ahead in this game. Leonard Chowns C.E.T.

 

Looks like they are finally making progress in getting that shipped out to you. You'll soon forget about the wait after it arrives and you have it installed and running.

Mike

 

I've been with AVG since the first issue of AVG6 and have never had a problem with it nor have I ever been infected. It couldn't be any more user friendly.

I'd say I have saved approx. 4 years subscription cost. It reinforces my resolve to never pay for AV protection.

Norton had better be very nice to their customers, to say the least. If they ever stray and find out about AVG7, they'll be hooked forever.

 

Symantec NAV 2005?

Well I have not received either of the two free CD's that Symantec promised me? Not knowing what to expect with the NAV 2005 program I went on line to glean or gain some Info what I found really disturbers me? Especially this web site ---http://www.dslreports.com/forum/remark,12626097~root=security~mode=flat---- I am not sure that I want NAV 2005 at least until they get the update bugs out.Is anyone else have any experience with Symantec NAV 2005 maybe I am just being paranoid.Lenny Chowns

 

Got my disk from Symantec!

Received and Installed me Free Disk. Every things O.K. Except I lost 1/2 my computer speed. Also they twisted my arm to make me uninstall my AVG. I guess we will see how it behaves and take it from there .Loony Choons That Is Lenny Chowns.

 

How about an update, Looneychoons?
To me:
Every things O.K. Except I lost 1/2 my computer speed. (hmmm quote tags don't wanna work today?)
is NOT acceptable. Did you get it sorted?
Johanna
hopelessly behind on mail and posts...