Recommendation withdrawn for Symantec products

From: Bill Levinson (wlevinson_at_NOSPAM.stentorian.com)
Date: 02/19/04 

Date: Thu, 19 Feb 2004 22:32:25 GMT

I have been a strong advocate of Norton Internet Security but I can no
longer recommend this product due to (1) problems updating my virus
subscription and (2) problems with technical support.

Norton Internet Security reminded me last week (Feb. 11) that I needed
to update my virus definition subscriptions. I went online and did so:

Internet Order Number: [not posted here for security]
Order Date: 20040211
Customer Name: William Levinson
Product: Internet security subscription service
Quantity: 1
Price: USD 29.95
Estimated Tax: USD 0.00
Total Charge: USD 29.95

I was then given a code to enter into Norton Internet Security, and a
warning that the code expired in two weeks. Upon following directions,
however, I found that Norton AntiVirus (the tab in the software) would
not open a window to allow me to enter the code.

I had to wade through a very large number of windows to even be able to
E-mail Symantec a request for technical support. Although an answer was
supposed to be given in something like three business days, I have yet
to receive a reply to my request for help. I did warn Symantec in this
letter that I would tell my credit card company to deny payment for the
update if I was unable to install it.

I then called the very unfriendly 800 number for technical support. The
recording at the other end makes it almost impossible for you to do any
work while waiting for a technical support representative to pick up, by
playing messages that break your concentration on whatever you are
trying to do while you wait.

A representative finally picked up and he promised to update my
subscription manually. However, a week later, Norton Internet Security
still tells me that my subscription expires on March 21 2004. So they
told me they were going to do something and then they just didn't do it.

I could not even find a feedback page when I specified Norton Internet
Security 2002 this time, although I was able to find the page I used before.

In any event, because of (1) Symantec's failure to deliver something for
which I paid (a subscription update that I cannot install and that
expires in a few days) and (2) Symantec's failure to respond to both
written and telephone requests for assistance, in the latter case
promising to do something and then just not doing it, I can no longer
recommend Symantec products.

I'd also like to know how someone keeps installing components of a worm
on my hard drive despite my having the latest virus updates.

I'm not sure what to recommend instead as I was very unhappy with a
McAfee hard drive cleanup product that they forgot to mention didn't
work with Windows XP.

It's possible that Norton Internet Security may allow me to install the
update within 30 days of my subscription's expiration. Nonetheless, due
to the extreme difficulty in even getting to a page where I can send an
inquiry, and then having them just not answer after an entire week, I
can no longer recommend this company.

--Bill
http://www.stentorian.com/antispam/

Relevant Pages

  • Re: Norton 2004
    ... I've paid for two annual subscriptions and update regularly. ... I assumed I was upgrading each time I renewed the subscription, bit it looks like I still have the 2004 version installed. ... However, when my subscription to Symantec's updates for Norton Internet Security 2002 came up for renewal, I decided to try less expensive solutions. ...
    (microsoft.public.windowsxp.security_admin)
  • Re: Norton Internet Security
    ... I had used, and recommended, Norton Antivirus and then Norton Internet Security, for many years, on Win98, WinNT, Win2K, and WinXP, all without any significant problems. ... However, when my subscription to Symantec's updates for Norton Internet Security came up for renewal at a cost substantially higher than the preceding year's subscription, just as yours has done, I decided to try less expensive solutions. ... I've been using it exclusively for several weeks now, without problems on both WinXP and Windows 7 installations. ...
    (microsoft.public.windowsxp.basics)
  • Writeable CD drive suddenly Read-Only?
    ... I'm sorry to say I made the mistake of a 2yr Norton Internet Security 2006 ... subscription. ... I've spent the last 8 days trying to get my computer back--no ...
    (microsoft.public.windowsxp.help_and_support)
  • Re: Which all around security suite is the best.
    ... I had used McAfee prior to that. ... But it's been several years since I've been tempted to try McAfee products. ... However, when my subscription to Symantec's updates for Norton Internet Security 2002 came up for renewal, I decided to try less expensive solutions. ...
    (microsoft.public.windowsxp.help_and_support)
  • Re: Recommendation withdrawn for Symantec products
    ... > I have been a strong advocate of Norton Internet Security but I can no ... > longer recommend this product due to problems updating my virus ...
    (alt.computer.security)