sammyfrank (sammyfrank) wrote in bad_service,

Norton Anti Virus woes

So I have Norton anti-virus installed in my laptop. They have an awesome product called the Vault that saves all of your passwords for websites, which I love because I have way too many to remember.

The other day my laptop did an update and afterwards I wasn't able to log into the vault. Distressing since for the past few months I haven't bothered to remember any of my passwords.

I went to the live Chat with Norton and they asked if they could access my laptop remotely to fix it. Sure, go ahead! After a minute the rep said they would have to restart my computer, which they did, but then the connection to the chat was lost. Okay. Waited a day and went back to the live chat. Remote access allowed again, went as far as restart then lost connection again. Grrr.

THIRD time I went back to the chat I told the rep that every time we try to restart it loses connection, she said "no problem, if it gets lost someone will call you back within 15 minutes". Okay. She does something to my computer to restart it in safe mode, and when the computer restarts......she is gone. And my laptop is still in safe mode.

I go to restart my computer but it will only start back up in safe mode. I tried it a couple of times, but couldn't get it out of safe mode. Luckily I have another laptop hanging around so I get on that one and go to live chat for the fourth time now. The rep is clueless when I tell him what the problem is and just keeps telling me to restart it.

I told him I want my computer fixed NOW and he tells me that they don't do that and I have to take it to my local computer repair shop. *sigh*. Then he offers to remotely access my laptop to look at it. Well, obviously that won't happen since I"M NOT ON IT AND YOU PEOPLE BROKE IT.

Finally, my phone rings and it's a fifth rep from Norton - someone who is able to fix my laptop and repair the vault ! Time spent altogether- approx. 2.5 hours.
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