| Bad customer service. Bad products. I have used Norton products for years but Symantec has run the company off the road for home users in their paranoia regarding software piracy. I will never purchase another Symantec product as long as I use a PC.
2004 I purchased and downloaded Norton Internet Security from Symantec. Everything ran great except occasionally I would be asked to "Activate" the software even though it was done soon after the initial install. After several episodes of this annoyance, it no longer allowed me to activate the product and gave me a message that I was likely a victim of piracy (remember, I bought the damn thing off the net from them). So, after reading hours of their FAQ's on this problem and not coming up with a solution which worked, I decided to reload the machine and formatted and proceeded to install Windows XP and then Symantec Security. Having installed Windows XP , activation and all the updates and service pack, I try to load Symantec. No joy. I have a pirated activation key...grrrr. After I calmed down a bit, I figured I would purchase the 2005 version as I was going to need to purchase a new AV subscription in about two months. So, bingo bango, I have Norton Security 2005 and since I want a clean install (Norton is notorious regarding installing current versions over old) I format the hard drive once again and proceed to load Windows XP and all the updates. Wrong.Microsoftt comes up and tells me my serial number has been used too many times and I may have a pirated version of their OS. Arghhhhhh! After pounding my head on the desk for 10 minutes, I call MS support and speak to someone from far away with a funny accent. I must convincee him of my identity and that I am not an evil software pirate. Finally after some moments of silence, he enables my serial number. Whew. Ok then, I loaded up windows and all the updates and even got my new copy of Norton Security 2005 installed, updated and activated. Yay! Some time goes by. "You must activate the program as your trial period is over. I break out in a cold sweat and take an extra pill for my blood pressure. Ok, here goes....yay! IT accepted the activation. Until, the next time and the next time and finally it would not accept the activation because: I am probably using a pirated version of their program. My forehead is now gone as the desk top has done it's work. After more hours reading the latest FAQ's on this type of "issue" I get a hold of a real person. Well, he is live and human, but, his Indian accent is very thick and we have difficulty talking. It sets up a vibe you can feel when the communication is poor verbally. Anyway, after much questioning on his part on who I am and where did I get the software and when, he tells me I will recieve an email explaining how to correct the situation. |
| Thank you for contacting Symantec with your questions. Before we can further our investigation of your software / product key, we will have to make a determination as to whether or not the CD, product key, serial number, or certificate you purchased is authentic (vs. a counterfeit, unauthorized or illegally distributed product). We will need to receive and examine the original CD product you purchased together with the following additional information and documentation (to the extent you have it).
1. All original packaging, including the envelope that the purchase arrived in, original retail packaging if any (including white sleeve envelopes); 2. Original certificates, manuals and any other items that were included with the CD(s) you purchased; 3. Contact information for the vendor you purchased the product from, including web site or store location, addresses and phone numbers. (If you purchased your product key separately from a vendor other than the vendor you purchased your CD(s) from, please include information for both.); 4. Copies of all correspondence to/from the vendor concerning the purchase and the names of the persons you have spoken with at the vendor€™s, if any. (Ideally, we would like to receive electronic copies of all e-mails please send them to us at the email address below); 5. Copies of invoices / proof of payment (including confirmation of your order or payment that you received from the vendor; 6. Any other documentation/information that you feel would assist us with our investigation. Please send as much of the above materials you may have, together with the original CD product to (any of the following): Investigations Manager Key Support Symantec Corporation 350 Ellis St., Bldg. D Mountain View, CA 94043 USA Symantec UK Limited Brand Protection Hines Meadow, St. Cloud Way Maidenhead, Berkshire SL6 8AW United Kingdom Symantec Brand Protection APAC Submissions 6 Battery Road #22-01/02/03 Singapore 049909 Please also include your name, phone number, address (not P.O. Box), and e-mail address. Once we receive your submission, we will have one of our investigators examine the materials and provide you with our findings. As submissions are examined in order of receipt, we anticipate that it may take up to three weeks to examine the materials and report our findings to you. If the CD or any accompanying materials you submit is determined to be counterfeit, unauthorized or illegally distributed, we will not return those materials to you for reasons I am sure you understand. We look forward to hearing from you soon. Thank You, Symantec Key Support |