They know just enough to get your money and sound like they know what they are talking about.ĭo not do business with these people.
Their "specialists" are just low level grunts who obviously read from a script and only want to get you to pay $99.99 or $139.99 when you are desperate and uninformed in computer technology. If they could not successful detect any viruses, how can they prove they missed them? No matter how many times I went over this with the Customer Service Manager, they still refused my refund.
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When I pointed out that they had failed to detect the virus the first, second and third time blaming it on hardware, disc drive and disc problems as opposed to Best Buy detecting the Trojan and 2 malware viruses for free after running a diagnostic for 20 minutes at the first visit, they said that I had to allow them access to my computer to detect the virus themselves to prove that. They had absolutely no credibility because they kept trying to claim it was a hardware, disc drive or disc error when Best Buy was able to run a simple diagnostic program and identify the Trojan and 2 malware and their origins in 20 minutes at the first visit.Ģ days later, I got a call from Symantec saying that they did not owe me a refund for not removing the viruses as promised because the $99.99 was for virus detection, not removal. I told them that not only was the laptop unoperabe because of their incompetence, I would never allow them to have access to my laptop again. They refused saying I had to allow them access to my laptop to prove the virus was still on it after their "specialist" worked on it. I could not even use my laptop at all! I took it back to Best Buy, paid $139.99 to have it set back to factory start, lost all my documents and media files and called Symantec, asking for my refund. Not 1 hr later the virus was back, my laptop was in even worse shape so much so that when I tried to restart, it would only restart so far and the monitor would go completely black. A very sympathetic "specialist" asked for another chance and from 1:30am to 7:00am had remote access to my laptop going through all my files, testing DVD burning after DVD (8 in all) and when it seemed to be fixed, I ended the session. Since I already paid $99.99 to Symantec, I wanted to contact Symantec and get my refund before paying Best Buy to remove the viruses. In 20 minutes, Best Buy was able to identify the Trojan and the 2 malware viruses and where the viruses came from. My Norton 360 did not detect and remove it as it should have, and now I am stuck with it until I can find someone to help me remove it. My computer has severe performance degradation as a result of this virus. The tech could offer no more help than that, so I told the tech that I was going to complain to an Internet forum, and terminated the chat session. I told the tech that I paid for Norton to identify and remove such viruses every time I renew my subscription, and they owe it to me to take care of this one they let slip through. Instead of real help, the technician told me that I should go to Norton's virus diagnosis and removal Web site and get their "fee-based assistance". As I am a Norton subscriber for many years, I expected free assistance to resolve a problem that should have been prevented by Norton in the first place.
I explained my issue and requested assistance. I contacted tech support in the form of a Chat technician. I cannot remove it, and my Norton 360 does not recognize it as a virus. My computer has a virus called "card.exe".
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