Symantec
$99.99 to remove virus that software was supposed to do

Glenn196
03-30-2009
18

Symantec's Norton's antivirus protection software filtered a virus (Trojan. Brisv. A! Inf) on my computer. Symantec's instructions were to go to THEIR website to download a removal tool dedicated for this virus. The tool could not find the virus even though the infected folder was on my desktop.

I then contacted their support group at which time I was told that it would cost me $99.99 for them to remove the virus. I protested to the fee claiming that the fee was nearly three times the price of their software. Every other virus prior had been detected AND removed by the software. I was told this was my only option. I agreed under protest and watched the tech remotely remove the virus by dragging and dropping the folder in the recyle bin. A total of less than 2 minutes. Something Symantec could have instructed me to do.

I contacted Product Support Analyst, Roger Akerson of Symantec at which time he told me their fee was justified and that the case was closed.