• All Community
    • All Community
    • Forums
    • Ideas
    • Blogs
Advanced

Not what you are looking for? Ask the experts!

This forum thread needs a solution.
Kudos0

Theft

What an absolute joke, pay for 12 months and received 9. Get told to sort it yourself! Not had Norton installed for 3 months now and nobody gives a monkeys. Finally get offered a free extension or money back for the 3 months I have been without it, go to claim it and get told to write to USA! Obtaining money by deception is a criminal offence, yet they refuse to provide the legal departments details in the UK. The operators refuse to give their surnames and 5 have terminated the chat / phone call so far! I'm STILL without the product I have paid for but as it's ending in 30 days they couldn't care less. No e mail address to contact either!

Labels: Subscription

Replies

Kudos0

Re: Theft

Perhaps, you'll share with Norton Community the relevant bits and pieces that were omitted from your opening post, that will help the Community understand your experience.  Thanks

Chat with Official Norton Support  -or- Call Official Norton Support 

Kudos0

Re: Theft

I paid for 12 months service upfront, 9 months in and when I turned my lap top on Norton had been removed and McAfee had replaced it, I contacted Norton who were unable to help re install Norton. I have been seeking for over 2 months now a resolution, the frustration I have encountered is beyond belief. After all I have paid for a product I have been unable to use for 2 months now and the last conversation I had 10 mins ago was along the lines of "seeing as you have less than 30 days subscription left we are unable to do anything".

Kudos0

Re: Theft

Was finally offered an extension of my subscription / refund of the 3 months, when I asked them to honour this they soon recoiled and said no!

Kudos0

Re: Theft

I paid for 12 months service upfront, 9 months in and when I turned my lap top on Norton had been removed and McAfee had replaced it,

 9 month in....Norton was mysteriously replaced by McAfee...?

I contacted Norton who were unable to help re install Norton.

and Official Norton Support was unable to install Norton...?


Um, did you de-install McAfee and re-install Norton ..?

Kudos0

Re: Theft

If Norton themselves are unable to install it back then I sure as well can't! And yes it was "mysteriously" replaced, I wouldn't uninstall something I had paid for and replace it with something free that I'd never used before. They never offered once to remote on and try and help, the response was "it's a windows problem"
Kudos0

Re: Theft

dglancey: If Norton themselves are unable to install it back then I sure as well can't! And yes it was "mysteriously" replaced, I wouldn't uninstall something I had paid for and replace it with something free that I'd never used before. They never offered once to remote on and try and help, the response was "it's a windows problem" 

 Okay, thanks for filling in some particulars.  

Why do you claim "Norton themselves are unable to install it back"..?
Did you ask Official Norton Support for remote session...?
Why might Official Norton Support claim "it's a windows problem"...?

I'll see if I can raise attention to your concerns. 

Kudos0

Re: Theft

Norton are unable to install it as it's been 2 months now and I'm still without it! They have said there's nothing they can do and I should seek help from windows?! Not a clue why they said it's a windows problem as that works fine and they haven't even looked at it to know it's s windows problem.
Kudos0

Re: Theft

dglancey:
Norton are unable to install it as it's been 2 months now and I'm still without it! They have said there's nothing they can do and I should seek help from windows?! Not a clue why they said it's a windows problem as that works fine and they haven't even looked at it to know it's s windows problem.

Okay, so Norton Official Support did remote access your machine. 
I though earlier you wrote >

They never offered once to remote on and try and help


where did McAfee come from...?
was McAfee pre-installed Trialware...?

> sorry, I'm unsure why you did not de-install McAfee and re-install Norton.

based on

pay for 12 months and received 9

reads like you installed Norton # months back

Kudos0

Re: Theft

@dglancey:

Personally, you could not get Norton (Security?) program installed because of some reason. Sorry, but the below questions can address your issue effectively.

Then, if I may ask, what the operating system were/are you using? What was the exact Norton app you had problem with? Norton Internet Security or, Norton Antivirus? Have you checked your Norton account here?

And, what was the error code you met while trying to install your Norton app? Did you have any other security program like the said McAfee BEFORE you tried to install Norton? Just to confirm, could you please upload an image of your programs list if you're still running the McAfee program on your laptop?

When you truly get McAfee uninstalled (by running the official McAfee Consumer Product Removal tool (MCPR) + manually searching & cleaning few other traces like Secure Search) thoroughly, please read this page. If you have any trouble clearing out McAfee-related remains, please contact the OFFICIAL Norton Support here.

Note, though, that:

This (your) issue (can) appear(s) when you install Norton 360 Premier Edition over an existing version of Norton 360 Standard Edition or vice versa. 

As to McAfee, it is not freeware

Freeware is proprietary software that is available for use at no monetary cost.

Please view the below official McAfee product page:

BTW, in some cases, McAfee can be PRE-installed when you bought a new PC.

Please post back if your issue continues, or if this or any other comment solves your problem. THX...

PUP Hunter PRO: Just TRYING to save the world (U) from cyber threats, A single blog post, at a time, and ONCE & FOR ALL. (A fan of Nadia_Kovacs)
Kudos0

Re: Theft

No Norton haven't remoted on
Kudos0

Re: Theft

Norton have never remoted on, that's what's so confusing, they tell me its a Windows problem without even looking. I am running Windows 8, my knowledge of computers is very poor, I chose Norton because of the 24 hour care, and they promote a remote service that I felt would be great for someone like me. I previously hadNorton 360. My account is still active as I have a month left.

Kudos0

Re: Theft

dglancey, someone from Norton Admin has been asked to look into your issue.

Please check the thread again.

Windows 10 Home X 64
Kudos0

Re: Theft

dglancey:  Norton have never remoted on, that's what's so confusing, they tell me its a Windows problem without even looking.

Norton tells you it's a Windows problem and refuse to remote access.
and you did not de-install McAfee and re-install Norton, because ...?

Kudos0

Re: Theft

Because I don't know how!
Kudos0

Re: Theft

Still waiting to hear back from Norton, this is a joke!
Kudos0

Re: Theft

Windows 7 HP SP1 32-bit | Chrome 65.0.3325.146 | NS 22.12.1.15
Kudos0

Re: Theft

I have tried but can't manage to do it!
Kudos0

Re: Theft

What do you mean exactly? Did you download the McAfee uninstaller but you cannot run it or what else?  

Windows 7 HP SP1 32-bit | Chrome 65.0.3325.146 | NS 22.12.1.15
Kudos0

Re: Theft

I'm not happy downloading anything as I don't have any security on the lap top since Norton has vanished, I was hoping they would contact me with a resolution and remote on to resolve it as I'm not good with technology
Kudos0

Re: Theft

I understand - I see that @F 4 E has already asked for someone from Norton's attention to your problem so I can only ask you to keep an eye on the thread. Thanks.

Windows 7 HP SP1 32-bit | Chrome 65.0.3325.146 | NS 22.12.1.15
Kudos0

Re: Theft

1. Windows Defender should auto run when no 3rd party AV is detected. Or just turn it on if it's off.

2. Could it be your ISP uses McAfee for consumer protection and maybe installs it if no AV is detected (never heard of this but who knows?)

Kudos0

Re: Theft

dglancy

I appreciate that this is a very long message but I understand your fears at downloading and perhaps you are already infected but to fix it you would have to download something from somewhere so it depends on what is being given to you and by whom. I'm not in favor of the many third party clean up your mess tools but these are not in that category.

Here are two sources for downloading the removal cleanup tools for a wide range of specific download tools supplied by the original sources of the AV programs you are trying to clean up. These specific web sites do not supply the specific tools but give you the URLs for the original source:

I have used them and I and others here have pointed users to them and not heard any bad news afterwards.

What you do is up to you so I'd wait a day or so more but if you do decide to do as already suggested in messages here ..... :

These are sources of information:

=====================

Kaspersky AV website for tools

http://support.kaspersky.com/us/consumer/tools-utilities.aspx?cid=va

Scroll down until you see McAffe  listed and rather than click on the Download button click on the McAfee link word the text to the left of it which will show you explanatory text so click on the link at the beginning where it says:

Use the McAfee Consumer Product Removal tool (MCPR) to completely remove McAfee Consumer Security products on supported Windows operating systems. The tool can clean up data from 2005 - 2012 versions of McAfee home user products for Windows.

and take you to the McAfee support page for this problem:

I show you this just so you can see how all this ends up taking you to the actual source of the AV program you want to remove but I'd suggest you follow the step by step links above so you get them direct and not from within a message since these long links sometimes misbehave:

https://service.mcafee.com/webcenter/portal/cp/home/articleview?articleId=TS101331&_afrLoop=614374980930945#!%40%40%3F_afrLoop%3D614374980930945%26articleId%3DTS101331%26centerWidth%3D100%2525%26leftWidth%3D0%2525%26rightWidth%3D0%2525%26showFooter%3Dfalse%26showHeader%3Dfalse%26_adf.ctrl-state%3Dsfban4hfn_49

Scroll down there to Download and run the MCPR tool  and it gives you step by step instructions on how to download and use their tool.

Eset AV website for tools

http://kb.eset.com/esetkb/index?page=content&id=SOLN146 

Scroll down to where there is a row of link letters and click on M which will show you the McAffee link:

http://support.eset.com/kb146/#m

============

but it's up to you.

I take it that the laptop is not the only PC you have available for use?

Hugh
Kudos1 Stats

Re: Theft

Rainbow_2:

dglancey:

Because I don't know how!

https://service.mcafee.com/webcenter/portal/cp/home/articleview?articleId=TS101331

If you go to the link Rainbow_2 provided there is an area at the top of the page which states the following:

"This article describes how to use the McAfee Consumer Product Removal tool (MCPR) to completely remove McAfee Security Suite installations and data on supported Windows operating systems. 

Virtual Assistant

If you prefer guidance while removing your product, click here to see our guided steps: http://www5.nohold.net/McAfeeEndUser/login.aspx?pid=3&login=1&ruleid=437  .

NOTE: When you click the link above, a new window will open. Simply follow the prompts and, when you have completed the guided steps, close that window."

Please have a look at the guided steps and see if you can follow them.  The link to the guided steps is safe to download.

Please let us know how things go and once you have removed McAfee, we can assist getting Norton reloaded.

BTW, some downloads include McAfee, not sure which ones they are - but typically they are added when you install another free software (video recording/streaming, download-managers or PDF creators) that had bundled into their installation this McAfee program.  So it could have also been installed unknowingly with another program installation.

Kudos0

Re: Theft

Still no joy, and STILL waiting for a Norton rep to contact me and find a resolution!

Kudos0

Re: Theft

Hi dglancey,

I have sent out a reminder but since it is the weekend please hold on a little more. Thanks. 

Windows 7 HP SP1 32-bit | Chrome 65.0.3325.146 | NS 22.12.1.15
Kudos0

Re: Theft

Hi dglancey,

I'm sorry about the experience. I'll look into it. Thank you. 

-Gayathri

Gayathri R | Norton Forums Global Community Administrator | Symantec Corporation
Kudos0

Re: Theft

And still nothImg!
Kudos0

Re: Theft

I'll see if you can get a reply.

Regards.

Windows 7 HP SP1 32-bit | Chrome 65.0.3325.146 | NS 22.12.1.15
Kudos0

Re: Theft

Still Norton haven't made contact, over 3 months without having security but have paid for it! I was under the impression they were the " 24 hour support team that specialise in remote access assistance?"

Kudos0

Re: Theft

Hello

Have you tried Customer Support again?

www.norton.com/contactcs

Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit Norton Core Security Plus 22.17.3.50 Core Firmware 282 I E 11 Chrome latest version.

This thread is closed from further comment. Please visit the forum to start a new thread.