Remoman Loc: Someplace Remote Near LA

My crummy, stress filled computer story and being run around by Norton - Symantec. A warning for others.

Somewhere around May 20, something got into 2 of my computers. I tried to delete a program on each and on one, it tried to hijack both chrome and install another search engine on both. They looked very similar to Chrome and IE. I caught it because Chrome resisted and it became an additional tab behind my Chrome search page and because Chrome fought back, I found it. On IE, it moved the favorites folder so it would not work. There is much more it did but these were what I first noticed.

I went to add/remove and found programs that I did not install. I removed them but much of them did not go away. On my desktop, I found when I removed ones I did not install, it installed 7 others. I looked up these remnants and they were listed as spyware. Most computers have outlook express for mail to a website but I changed mine both in Chrome and IE to Gmail. This thing changed the mailer to some program I never heard of and again was spyware.

I have had used Norton 360 for many years and other Norton products prior. I used the chat on 360 and a tech resolved some of it over a week – me on the other end while he remotely did his thing. There were still a few minor issues and I called back and was upsold to paid support at $99.99 each. Foolishly, I paid it.

Life since then has been a nightmare. First, the lower level techs fooled around and made very little progress. Then the so-called “Elite Team” got into it. I do not feel the “Elite Team” are up to the task. Since May 30, I have spent about 8 hours daily and, on one occasion, 15 hours babysitting the “tech?”. I cannot tell you how frustrating it was and often it happened that the tech had the computer remotely and said to me, “It is fixed,” while we both could see on the screen that it is/was not “fixed.” Again and again and again and again.

As I write this on my desktop, a tech is on my other. Before the problem, my combo drive would read and write both DVDs and CDs. After the corruption, it would read and write CDs and read DVDs. The tech took over my computer and had me install discs which would be kicked out when we tried to burn anything. He played with settings and installed a new driver and now the discs are not even being recognized.

Do you want to hear what he told me? He said the problem is mechanical and the burner reader is broken. He tells me I cannot show it was working when he started. I helped him with CD’s that were kicked out but he says I cannot prove it was working? PLEASE?????

I have not even gone into the insanity when I had to contact them back, either by phone or chat, and went through 3 or 4 reps with each one asking for the same I had given or typed in. I also loved it when a tech would tell me I had 7 days if a problem became evident and when I called back, I was told the case was closed and I had to argue to get someone.

Stupidly, I have spent almost 5 weeks of my life babysitting fools that seem incapable of helping.

I have no faith in Symantec.

Perhaps this is why I have been so crabby in my replies on this site lately.

And, on top of all this, I am going in for rotator cuff surgery on Friday. I do not need this stress.

Nikonman Loc: Harrogate. North Yorkshire. UK

I do hope at least the surgery goes well for you.

cockney greg Loc: London E17

We have a TV programme in GB called watchdog. People who get bad deals and the runaround contact watchdog who contact the company concerned and because they are high profile they get results quite rapidly. Are there any consumer champions who might be able to help you? Hope so and wishing a speedy recovery from the cuff surgery.

berchman Loc: South Central PA

Try this program: http://www.malwarebytes.org/

stryvya Loc: Camborne, Cornwall

The Moral of this problem is as ever, Do Not install anything from NORTON.

Norton Programs have a really bad reputation from way back, but survive mainly from Vigorous Advertising and often by being on your Computer when purchased.

Berchman`s suggestion is a good starting point, if that does not cure it come back here again

berchman Loc: South Central PA

After you fix your problem the free Microsoft Security Essentials is probably all you need. It's worked for me for a couple of years now. No problems.

Remoman Loc: Someplace Remote Near LA

Let me give you an update.

First, I thank those that offered good wishes on my surgery.
In the scheme of things, this is minor compared to my lower back fusion or prostate removal or neck disc replacement and fusion.
And my doctor is a full professor of orthopedic surgery at a teaching university hospital - Keck USC, so I have great confidence.
That said, any prayers would be gratefully appreciated.

After close to 11 hours yesterday, the tech managed to cause my combo CD/DVD RW drive to stop working entirely, then telling me it was mechanical - after he tried to remove and reinstall the driver.
I suggested I could not waste my life while they tried and suggested they refund my money and we go separate ways.
I am sure they were as frustrated as I and he jumped at it.
I have already received a refund confirmation.
This may sound weird but when he agreed, I felt as if I had been released from prison.

My son works in IT but travels extensively so when he gets back, after I remove most everything, we will restore it to original using the discs then reinstalling all we put on an external drive.

As to Norton, it seems to use a lot of space and, at times takes over in the background, slowing the computers way down to do scans.
Since I have had a progression of Norton since I have gotten both computers new, my only conclusion is that Norton did not detect this problem.
I do not think I will use it again.
My son uses a combo of freeware and has never had a problem.
And is not detection of problems the reason for the product?
Another reason I reject Norton is their poor communications and extreme wait time - while a paid service - to speak to an "Expert."

I hope my relating this experience will be a warning and help someone, I do not wish this nightmare on anyone else.

DennisK Loc: Pickle City,Illinois

This is one of the reason I switched to Mac.All those anti-virus programs I had to run on my Windows unit slowed it down big time.Never had a problem I couldn't fix myself,but I did get hacked occasionally.
Although You and I don't always see eye to eye on things,I do hope your surgery goes well and hope your rotator cuff is not as torn up as mine was.My orthoped told me that my injury was the worst he had ever seen,and he has done many operations.
Your biggest problem is going to be physical rehab,which I'm sure you know what with all your other surgeries.Good luck to you.

stryvya Loc: Camborne, Cornwall

just checking this posting about your troubles with Norton and can you believe the Adverts on this page is for......

NORTONS, yeah

john vance Loc: Granbury,Texas

I gave up on Norton yrs. ago, it created more problems than you could shake a stick at, plus have to get special program from Norton to get it completely off your computer, I now use Bit defender a great program.

Remoman Loc: Someplace Remote Near LA

Thanks, I have had both shoulders ortho'd in the past.
Went in to see about having them scraped, which needs to be done as arthritis builds up.
I was surprised to learn of the cuff tear.
I also had the option of a partial shoulder replacement but that meant 6 weeks immobile in a sling while, with this repair, I should be out the same day with no rehab.
I am tired of parts, as well as what I mentioned previously, I also had double knee replacement so I want to go with the minimum.
I have the option of partial replacement if this fails.
First time this was done, I had full range of motion when I came out of the anesthetic.
I am very confident of the doctor.

An aside, when I went in for my evaluation, usually a senior resident or a fellow (a full doctor in for additional advanced training) will come in to interview and do a preliminary (extremely thorough) evaluation and exam.
Well, in walks Julia Roberts... well, a lady who could be her double.
She was beautiful and smart.
She told me she was going to specialize in pediatric tumor surgery.
She examined me, left, and when she and the doctor came in, he looked at the x-rays and told her that her diagnosis was correct.
She showed him how she determined the problem and he said the standard way is such and such.
Basically, she determined it in a new and intuitive way.
With that kind of smarts, I expect she will be a leader in her field.

One more thing, I first came to Keck-USC (it was recently renamed that after the Keck Foundation gave USC Hospital a $150 million grant - probably worth a name change?) because of a life threatening illness. I suddenly realized their level of treatment was light years above what I was getting locally.

DennisK Loc: Pickle City,Illinois

As I had mentioned,my cuff was really bad.I was in a sling for 6 weeks with nearly 6 months of PT.So like I said,I hope your's is nothing like mine.

dave1939 Loc: Cocoa florida

Bite the bullet do a recovery

stableflame

Have had same problems with Norton without satisfactory results. Decided to bite the bullet and do a full format of the disk and do a full re-install of OS and software, (after backing up data), takes a lot less time than talking to know-it-all technicians. Now using AVG.

Dadyassa Loc: Spain

Remove Norton as soon as you get the PC if it is installed, then run the Norton removal tool to clear it right off, then install Avast, a free program with a small footprint. It is one of the best you can get. :-)