Monday, January 09, 2006

Norton Anti-Customer Service

For some unknown reason my Norton anti-virus scan stopped scanning in October. Since then, I have spent many hours fiddling with my computer and diddling with the Symantec web site and customer service via email and online chat.

Even though I supplied them with the order number from my April 2005 renewal, they claim to find no record of my purchase. The latest reply, however, isn't interested at all in my problem. Norton simply states that they no longer support NAV 2004, even though I renewed it in 2005.

Here then is my emailed reply to that:

Howdy Sandeep Nambiar
Symantec Authorized Technical Support,

This doesn't make sense. I renewed NAV 2004 last April for one year. But now you claim no responsibility for my product? If that's the case then please refund my money. The last time NAV ran on this computer as October 13, 2005. Please prorate and refund the unused portion of my subscription.

And be assured that I will never purchase another Symantec product.

B.J. Merholz
----- Original Message -----
From: Symantec Technical Support
To: B.J. Merholz
Sent: Monday, January 09, 2006 7:07 AM
Subject: RE:'Case=001-669-391' Virus Scanning
Hi,Thank you for contacting Symantec Online Technical SupportI understand from your message that you are facing issues with Norton AntiVirus (NAV) 2004.

Please accept our apologies for any inconvenience you have experienced. Please note that Symantec has discontinued interactive support for Norton 2003/2004 and earlier versions of the Product.

I want to thank you for choosing to use our products, and I hope you will consider our latest version i.e. Norton AntiVirus 2006 that is available now. Norton AntiVirus 2006 is a significant upgrade over previous versions. The following Knowledge Base article describes the key new features in Norton AntiVirus 2006:

Title: 'Features in Norton AntiVirus 2006'
Document ID: 2006081610463506
> Web URL:

To know the system requirements for Norton AntiVirus 2006,
please refer the document provided below:

Title: 'System requirements for Norton AntiVirus 2006 and Norton Virus Protection 2006'
Document ID: 2005090116572106
> Web URL:

Being the owner of a Symantec consumer product,
you can purchase another Symantec consumer product at a reduced price.
For information on which products qualify for an upgrade discount,
please refer the document provided below:

Title: 'Buying an upgrade to a Symantec product'
Document ID: 199851911314
> Web URL:

After upgrading your product, I recommend that you please contact our
Customer Service department to avail complementary subscription along with one-year free subscription service of the upgrade.

You can contact Customer Service about questions ranging from orders,
rebates, refunds, upgrades, subscriptions, Web site questions,
general product descriptions, and where to purchase Symantec software.
To post a Non-Technical question to Customer Service, please visit the following URL:

>Web URL:

Customer Service can also be reached at 800-441-7234 Monday through Friday,
from 6:00 A.M. to 5:00 P.M. Pacific Time.

Please let us know if we can be of any further assistance to you in using the Symantec product.


Sandeep Nambiar
Symantec Authorized Technical Support


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