Genealogy Chat

Some of you may be aware I have been having problems with both my PC and Laptop, which I felt could be connected to Norton....................................................................... .................................................................................... Customers Bugged by Norton AntiVirus September 2004 Front Page ________________________________________ It may be expert in tackling computer viruses but the maker of Norton AntiVirus proves to be an 'impregnable fortress' when renewing it goes wrong. Symantec's software is one of the UK's leading products for dealing with computer viruses. We made the company's Norton Internet Security 2004 anti-virus and firewall software a Best Buy in January (see 'Anti-virus Software'). It also sells separate anti-virus software on the high street and online. But when six Which? readers experienced problems renewing their anti-virus subscription online, they were left tearing their hair out trying to sort out the problem. Symantec's online trouble-shooter provided little help, while the most prominent advertised helpline charged £18 a call. Robert Philp, from Edinburgh, paid his £25 subscription renewal online in February. The money was debited from his account but he says he continued to get on-screen messages saying his subscription had expired. He tried the Symantec website but the automated options didn't solve the problem. 'It is too inflexible for a complaint like mine. I obtained the postal address and wrote several times, without reply. I got the email address and have written to it a number of times. 'I was given two separate phone numbers, neither of which worked. The company seems to exist in an impregnable fortress. I have now gone more than five months without any protection, in spite of having paid for it.' Symantec apologised and said it does provide free customer support, adding that anyone who goes online and clicks the support option will be able to find the customer services number. The UK's other leading anti-virus program is supplied by McAfee. It offers email or phone support depending on the package. Action point The Symantec customer support line is 020 7616 5600. If you call, you,ll be presented with a number of automated options. Hold the line to be directed to the next operator. ...................................................................................... ...................................................................................... Very interesting. June xx