My parent's computer was infected with a fake anti-virus trojan while protected by a current and fully-paid subscription to Norton. All recommended settings, protections and updates were in place and at no time had Norton been disabled. Symantec Customer Service offered to disinfect the machine, but only for a $100 service fee.
I expected better from such a renowned company - at least an eagerness to discover the new malware and improve their product. And since the infection evaded Norton's protection, I'd be less dissatisfied if they'd correct the problem without additional charges.
Instead, I purchased a copy of StopZilla for about half that, and disinfected the machine myself. A company that charges extra when if fails seems like a rip-off to me.
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