Symantec demonstrates how to lose a customer

Until yesterday, my PC was protected by Norton 360, which is advertised to offer a "full circle of protection" according to it's maker, Symantec. Personally, I found it to be a bloated application that worked slowly and adversely impacted the operation of my computer, but I figured that was better than getting infected, right?

But this week my computer got sick with some malware, despite the fact I had Norton's active antispyware and antivirus operational. That's annoying, but I understand no software is going to protect you from every threat.

I updated my virus and spyware definitions in Norton and scanned my hard drive, but the virus (or Trojan or whatever it was) remained on my PC. Even more frustrating, but I'm a reasonable person and understand malware enough to know someone's always trying to build a better mouse and my mousetrap hasn't been updated enough to catch it, yet.

So, I turn to Symantec's online chat for assistance, and here is where they really went off the tracks: They seem to mistake "support" with "sales" and "their obligation" with a "revenue-generating opportunity."

I spend five minutes chatting with a guy who confirms what I already know--that I have a virus--and he asks me to wait for assistance from the "next level." Little did I know that it wasn't the "next level" of service but of high-pressure sales.

After waiting several more minutes the next Symantec person enters the chat window, and eight minutes later he agrees I have a problem and announces they can solve it. I type "thank you," and he responds it will cost $99.95. That's right--their software didn't prevent it, their scan didn't catch and resolve it, and now they want to charge me more to resolve the problem I shouldn't have had in the first place if Norton had worked with its "full circle of protection."

I balk, let the "service" rep know I'm upset, and suggest I might try to resolve the problem myself before paying for their service. And this is where the cut-and-paste high-pressure sales pitch begins. I'm told the virus could be dangerous; it could be compromising my security; it could get so bad my PC will be beyond help; it could infect other computers; and my ISP could drop me because the virus is causing the end of civilization as we know it. And all the time, he's using those crappy closing techniques they teach in sales classes: "Shall we begin to fix the problem, sir?"

Ticked off, I decided I'd had it with Symantec. I uninstalled Norton (another 20 minutes wasted, including a reboot) and instead download AVG antivirus (free), update my Adaware to the 2007 version (free), and download Spy Emergency 2007 (free to try). It takes a while to install the programs and complete scans, but these free programs accomplish what Norton cannot--they find the problem and eliminate it!

The best part is that my computer is virus-free and operating better than ever (without Norton slowing it down), and it cost me nothing.

I lost half a year of prepaid services to Symantec, but the fact they not only refuse to stand behind their product but then expect me to pay when they fail was more than I could stomach. I won't be using Norton again any time soon!

Just had to share my frustrating experience.