Public Mediation

Symantec Corp-Dispute-#2681529

G. S. vs. Symantec Corp
350 Ellis Street, Mountain View, California, 94043, United States
Amount Involved: $69.00
    • Status: In Negotiation
      This claim has posted for public comment and negotiation. It will remain posted until resolved to the claimant's satisfaction. Suggest a resolution to help these parties reach a settlement.
       (seeking public comment)
    • Claimant Seeks: View.
    • Claim #: 2681529
    • Amount Involved: 69.00
    • Filed On: Aug 17, 2012
    • Posted On: Sep 01, 2012
    • Complaint(s):
      • Bad business practices
      • Problem with a service
      • Customer service runarounds
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Statement of Claim
Complaints Involved (4) - View
Claimant says:
"I subscribe to Norton 360 by Symantec Corp. Symantec installed a "PC Checkup" feature on my computer at no charge to me. On or about 6/6/12 that feature popped up and notified me that I had two viruses and for $4.99 they could tell me what they were (this is in spite of the fact that I pay for Norton 360 to keep viruses off my computer). So when I agreed to pay the $4.99, I was informed that they could fix it for me for $69.00. Thinking I had something terribly wrong, according to NortonLive's $4.99 service, I reluctantly agreed. Several steps were taken by them and the last man they put me in contact with (in a tech office in the U.S.A.) took a long time to diagnose, even taking my number and calling me back after 30 minutes or so. His last words to me: "The PC Checkup GAVE YOU A FALSE REPORT OF VIRUSES", so I did not NEED the $69.00 "FIX". After trying to get this straightened out by several Norton Customer Services persons in India and Philippines (the latter barely literate in English and with so much background noise I could hardly hear them), I gave up and lodged a dispute over the charge with Visa. Norton has rejected my claim. I HATE HOW MUCH TIME I HAVE SPENT OVER WEEKS ON THIS MATTER, but now it has become a matter of principle. NortonLive should never have told me I needed a FIX in the first place so they should be honorable and refund that $69.00 immediately."
...
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Additional Communication Between Claimant and Symantec Corp Hide
  • Aug 27, 2012, () added:

  • There are 27 Glenda Smith's in our Norton accounts database. We need an email address, phone number and physical address to locate the specific customer.

What Claimant Wants Hide
1. Credit: Full Visa credit Sep 17, 2012 $69.00
2. Monetary items with amounts to be determined: Extended Norton 360 service for my hours of trouble. Sep 17, 2012 TBD*
3. Other – Pay for claim posting cost Sep 17, 2012 $7.95
Cash total : $76.95*
*Amount shown is not final: total will increase when pending amount(s) are known and entered.
  • 0
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Respondent's Counteroffer

There has been no response to this claim from Symantec Corp. This claim will remain posted until resolved
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