Symantec
Norton 360 Lost my files that I had backed up with their online backup, ZERO response after SIX contacts to their "support" service! Cupertino California

Norton 360 allowed a program called 'fakeavwarning. Trojan' into my computer, which caused it to crash.

I had to recover my hard drive with the factory recovery disc, losing all my hard drive files.

I thought "Good thing I have online backup!"&NOT!

I used the 'restore files' function-files were missing. I had been backing files up for over a year with Norton 360, and had just renewed my subscription. So, thinking it was a simple fix, I clicked on the support link.

To date, I have contacted Norton support 6 times. Once I was told that my files were lost because I moved, and my email address changed. The next time I was told it was because my hard drive had been erased. The next time I was told that maybe it was a problem on Norton's end, since one other person was having the same issue. The next time, no reason was given, I was told that research needed to be done and the research team would call me the next day between 12 and 5 pm. Guess what? No call.

So I called again, insisting on being 'escalated' right away. A supervisor said research needed to be done and this time, I would be escalated to the research team and they really really really would call me back within 1-2 hours. Guess what? No call!

I have printouts and screen shots of these empty promises, and will provide them to the better business bureau. I am also contacting my state's attorney general, since it appears so many people have been ripped off with regards to rebates and automatic renewals that were not authorized.

I urge everyone to do the same! Contact your state attorney general! Contact the better business bureau online and file a report!

Company: Symantec
Country: USA
State: Nationwide
Address: Cupertino, California

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