Mr. norm cowie has entered room.
Anu has entered room.
Anu>
You are being transferred to Anu.
Anu>
Welcome to Norton Spyware & Virus Removal Service.
Is this the first time you are contacting us or do you have a Priority ID?
Mr. norm cowie>
first time
Anu>
May I confirm your email address as n.cowie@comcast.net
Anu>
May I know which country you are connected from?
Mr. norm cowie>
us
Anu>
Please let me know which Symantec product you are using and its version/year.
Mr. norm cowie>
internet security 2009
Anu>
May I know which Operating System do you have on the computer? (Operating System would mean Windows Vista, Windows XP, Mac OS, etc.)
Mr. norm cowie>
xp
Anu>
May I know if your computer is on network or it is a stand alone PC?
Mr. norm cowie>
it's stand alone. it was on a wireless network, but now it's just hardwired to the router
Anu>
How many computers are there in the network ?
Mr. norm cowie>
two hardwired to the router and two wireless laptops. we don't exactly have a 'network' where the computers share data, just for internet access
Anu>
Alright .
Mr. norm cowie>
hello?
Anu>
Are you connected from the computer, which is facing this particular issue?
Mr. norm cowie>
no. I can't access the internet from that computer. we can't get past the windows login, even in 'safe' mode. as soon as you try and log in, it flashes the desktop for a split second and then logs off.
Anu>
We really sorry for the inconvenience caused to you .
Mr. norm cowie>
ok
Anu>
May I place you on hold for 2 minutes while I research on this issue?
Mr. norm cowie>
ok. researching this, i think it's the malware that tries to trick the person into buying a scam antivirus program.
Mr. norm cowie>
virusremover 2008 I think is its name
Anu>
norm , we are really sorry our technicians are removing the virus by connecting to your computer remotely .
Mr. norm cowie>
hang on, i had it disconnected from the internet while we were trying safe mode
Anu>
As you are not able to log on to your computer our technicians can not work on it .
Mr. norm cowie>
i turned everything on and hooked it up again
Anu>
Please try to log on Safe mode with networking .
Mr. norm cowie>
ok, just a minute
Anu>
Thank you .
Mr. norm cowie>
okay, i did it. I did it before I contacted you, too, and here's what happened before and what's happening now: it let's me go in safe, and lets me choose network, and then I'm back at the log-in page. there are two options, administrator and lauren (my daughter). but it asks for a password and everything we try doesn't work. we never had a password on this computer. i tried 'admin' 123456, and all of those, plus any others i could think of.
Anu>
Alright Norm .
Anu>
Norm somebody may have set a password for it , as you are not able to log onto the computer we are helpless please contact your system vendor or Microsoft for this issue .
Mr. norm cowie>
did you read what i just said? we never had a password. i believe that the virus is doing this. when i was researching this, other people had the exact same thing happen. repeat, we never had a password!
Anu>
Okay , please contact a local technician for more details .
Mr. norm cowie>
this virus somehow got by norton ... is norton a waste of money?
Mr. norm cowie>
you are just dumping the problem. i bought norton to keep this kind of stuff out of my computer. i buy 4 nortons a year and have been for prob ten years. have i been wasting my time and money since you won't protect my system or protect it after?
Mr. norm cowie>
i have two computers that my subscription ends later this month. maybe i need to find a better antivirus
Anu>
Alright .
Mr. norm cowie>
that's it?
Anu>
Yes , thank you .
Mr. norm cowie>
how do i get my money back?
Anu>
Please specify .
Mr. norm cowie>
i just purchased this antivirus program in nov, it didn't protect my computer, you're no help. so i want my money back since i have to go pay someone else to take out what norton didn't prevent
Anu>
As you want a refund the product I can transfer you to the refund department .
Mr. norm cowie>
okay, please do that. and here's something else for you. i'm a published author and i am going to take this entire log and post it for my readers to see.
Anu>
Okay .
Anu>
You are currently experiencing a technical product related issue which is supported by the Technical Support Team.
You can connect to them by visiting http://www.symantec.com/supportoptions
However I can also connect this chat session to the Technical Support Team directly. Shall I proceed to do so?
Mr. norm cowie>
you are now telling me something different. you just told me to go see a specialist, and now you are referring me to someone else with norton? I don't get what's happening here. I thought you were technical support
Anu>
Please let me explain .
Mr. norm cowie>
ok
Mr. norm cowie>
oh, and if you google this you'll see other people with this problem, (example: http://answers.yahoo.com/question/index?qid=20090104115300AA623w8
Anu>
To troubleshoot your PC please contact a local technician or Microsoft , to provide the refund I can transfer you to the refund department .
Mr. norm cowie>
you just changed direction on me again - a moment ago you were asking if i should talk with someone at technical support. i asked if you were tech support and now you're back to telling me to go to microsoft.
Mr. norm cowie>
so make up your mind
Mr. norm cowie>
are you a trainee?
Anu>
I am technician form Virus removal Department .
Mr. norm cowie>
i think there is a malicious malware out there that is kicking norton's butt. you guys don't seem to be willing to admit it.
Anu>
We have to check it for providing further details .
Mr. norm cowie>
i spent two hours googling it and found all kinds of people talking about it. you guys should be all over it.
Mr. norm cowie>
if i take it to a computer tech and he determines that it was a malicious malware that norton should have prevented, will norton pay for the cost of the tech? You really should, if you really support your product.
Anu>
Without getting a remote access we are helpless to remove the infections in your computer , if it is there .
Mr. norm cowie>
you can't get remote access because the virus got in and took away our ability to log on. (repeating myself here)
Mr. norm cowie>
again, if i can get proof that there is a virus, will norton reiumburse me for their failure to protect my computer?
Mr. norm cowie>
are you there, anu?
Anu>
Norm , what you want to do from my side ?
Mr. norm cowie>
either a) agree to reimburse me for tech if they determine that a virus slipped by your system, b) refer me to a tech near my house where i pay if it wasn't a virus or you pay if it was, or c) I don't know... you're supposed to be the expert.
Mr. norm cowie>
okay, i think we're done here. obviously you need more training. i'll copy and paste our little conversation and let my readers decide if i was unreasonable or if you were unreasonable. you might lose some business or maybe people won't buy my books (shrug)
Anu>
As you wish .
Mr. norm cowie>
oh, may i have your full name for the letter i'll be sending to your headquarters, or are you the only anu there?
Anu>
My name is Anu Paul .
Mr. norm cowie>
thank you
Norm
www.normcowie.com
