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Norton’s $140 Free Support
One of my client’s computers recently got infected by several viruses. She attempted to solve the problem by installing Norton Antivirus 2010. After the instillation, her computer would not allow her to logon, so she gave me a call. After doing some research, being unable to solve the problem, which was likely caused by the instillation of Norton Antivirus, I called Norton to receive the “Free Support” that came with the software. The phone support reminded me of my recent post on foreign call centers; Norton’s support was unbelievable and unacceptable. Explaining my interactions with Norton’s support team will illustrate how Norton’s “low cost” foreign call centers destroy consumer trust, damage Norton’s brand, and ultimately reduced the company’s profitability.
Before I elaborate on Norton’s phone support, I want to point you to how I solved the problem. You can see the solution on how to fix a logon logoff loop on a previous post of mine.
Fixed: Windows XP Logon Logoff Loop
One of my clients caught a virus on her computer this last week. In an attempt to correct the problem, she installed Norton Antivirus 2010 before doing a full system scan using the boot disk. The first time she rebooted the computer, she got into a logon logoff loop; after entering her login information and submitting it, Windows XP would automatically logoff the account. It was at this point she contacted me and I came to help her solve the problem. [See the bottom of this post for the solution]
ED HAYES 