Public Mediation

disgusting pictures sent by Norton Security after my refusal to accept 1 year warranty vs. Norton Security Symantec Corporation

disgusting pictures sent by Norton Security after my refusal to accept 1 year warranty

D. B. vs. Norton Security By Symantec Via Staples
350 Ellis St, Mountain View, California, 94043-2202, United States
Amount Involved: $5,000.00
    • Claimant Seeks: View.
    • Claim #: 1892608
    • Amount Involved: 5,000.00
    • Filed On: Feb 07, 2017
    • Posted On: Feb 18, 2017
    • Complaint(s):
      • Bad business practices
      • Problem with a service
      • Problem with a product
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Statement of Claim
Complaints Involved (6) - View
"I gave my computer which I didn't need anymore to my granddaughter, all cleaned out and reset. I installed Windows 10 for her and it needed a security. I bought from Staples a Norton by Symantic (Security Standard) for 1 device. Today February 7, 2017 I tried to install it. It supposed to be easy - 3 steps first step you go to Norton.com/setup, next put in your product key number, when I did that the screen went to a different page and said to call a number (I checked my phone for the number I dialed and it does not show - just the first one I called 1 877 696 7786) The guy on the other line had a foreign accent. He said my product key won't work unless he cleans out the computer and to give him access to do this. He showed me all the computer IP foreign addresses already established, 168 of them he said. He wanted me to pay $299.99 for 1 yr. $399.99 for 3 yrs $ 499.99 for 5 yrs .He even asked me how old I was. I told him I do not have that kind of money and refused to accept. My computer started to act weird and started to send me dirty sex pictures, I tried closing each one but keep on sending different pictures. I finally had to unplug the computer. I tried calling Symantic Corp to complain but the same person with the same accent kept answering. I returned the product key to Staples and told them why they even sell products like this for scam artists, especially with accents one can't even understand. If this does not get resolved I will make the Government aware because no one should be treated this way. I know there are a lot of sick people out there but what I am saying is Norton needs to stop employing these sick people. How would you like it if someone starts sending you XXX rated pictures...this person is sick, sick, sick."
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Claimant timeline (1) - Hide
  • 02-07-2017 — complaint against Norton Security
Additional Communication Between Claimant and Norton Security By Symantec Via Staples Hide
  • Feb 13, 2017, Claiming party added:

  • Then why does Norton Security say it is easy to install - 1. go to Norton.com/setup 2. put in your Product Key Number 3. then install. it does not work that way, after you put in your Product key number you go to next you get a message you get a message " can not run the program Norton security ... your browser is outdated or unsupported. I had no problem installing windows 10 prior to that. even if it was a scam Norton should still for pay for what they what happened because it was their Name and their product. They need to get rid of all their mentally sick employees. I guess this is their way to get more money out of some of us. if you refuse their offer, they start sending you XXX rated pictures. With all the updated technology I am sure you can trace where it came from.

  • Feb 17, 2017, Norton Security by Symantec via Staples (responding party) added:

  • I do understand your concern and am sorry that you have had to deal with this problem. As it turns out, the popup window that you encountered was not a Norton or Microsoft popup but a scam site posing as them. Regretfully these scams can be very convincing when it comes to tricking the user into thinking they are a legitimate site. As a goodwill gesture, what Staples could is provide you with a courtesy credit in the form of Staples gift card for the cost of the Norton software that you purchase. Can you please share with me a copy of your receipt? Please email me at Erica.bemis@staples.com

What Claimant Wants Hide
1. Compensation: mental anguish and torment. Mar 06, 2018 $5,000.00
2. Other – Copy claim to regulators Mar 06, 2018 $14.99
3. Other – Pay for claim posting cost Mar 06, 2018 $7.99
Cash total : $5,022.98
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Respondent's Counteroffer Hide
The claimant's settlement terms were rejected with the following explanation:

  • "Hello. I writing on behalf of Ms. Bitah's complaint regarding her experience with Norton software purchased from our store. We are sorry to hear that she began receiving xrated photos after attempting to install the software.

    What has happened here is not the result of Norton or Microsoft software. Based on the account provided, it is likely that Ms. Bitah clicked on an erroneous pop-up add that contained a phising scam and likely made her computer vunerable to a viral infection, which would explain her receiving the xrated photos.

    During the Norton installation process they do not require any phone calls to be made in order to complete the sign up process. The number she called was likely a scam site that falsly advertised themselves as being associated with Microsoft. This is known scam - the pop up stats something malicious was detected and directs the user to call a number that appears on the screen. This number then leads to a company offering "tech support" services for a very high fee.

    Below is a link to Microsoft's website that provides information on this scam:

    https://www.microsoft.com/en-us/safety/online-privacy/avoid-phone-scams.aspx

    Due to this, we are unable to grant her request to receive compensation from our company.
    "

This claim will remain posted until resolved.

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  • Contributed Solution: by Bryan Morris On 04-23-2017
    View more
    Perhaps Staples could talk to Norton about an apparent vulnerability in Norton Security software More...
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