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 Post subject: Customer No service Symantics
PostPosted: Sun Oct 26, 2008 7:13 pm 
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Well not sure what I payed for here. I sent my laptop in to HP for repair and got it backed with a reformatted Hard Drive. Reinstalled Nortons 360 that same day. Almost 3 weeks later I get a pop from nortons telling me I have a trojan vondu. I did everthing and rebooted the computer the next day it is back again. Removed it again several hours later it's back again. Contacted symantechs on chat support. I got this guy telling me that he would be glad to help me but it would cost me $99.00. I told him that I refused to pay for a virus that got on computer. I also informed him that the virus was 2 years old and nortons should have had a fix for it. He kept telling me if I wanted to fix it it was $99.00. He also told me that no antivirus program works 100% and that if I wanted it removed I was going to pay to do so. I told him that a 2 year old virus should have never gotten into my computer no matter what. I am hoping that you can bring this to the attention of the symantics people and let them know not only (was) I a customer, but I pushed there products, as a computer repair consultant and IT professional. I understand the not being able to protect me 100% but, they should fix the problem there program should have captured without charging there customer. The bad thing I have been to these sites before and never been dinged.

Peter B
Kingman, Az


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 Post subject:
PostPosted: Mon Oct 27, 2008 4:18 am 
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Their. There. Please.

Go into the Free Clinic, post your problem, and within a couple of days you'll have a step-by-step guide to removing the trojan from your PC.

Quote:
computer repair consultant and IT professional


? Really?


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 Post subject:
PostPosted: Mon Oct 27, 2008 10:29 am 
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Jipstyle wrote:

Quote:
computer repair consultant and IT professional


? Really?


He has to be. He lacks spelling skills, sentence structure and doesn't know about paragraphing.


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 Post subject:
PostPosted: Mon Oct 27, 2008 11:13 am 
Java Junkie
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dedgar wrote:
Jipstyle wrote:

Quote:
computer repair consultant and IT professional


? Really?


He has to be. He lacks spelling skills, sentence structure and doesn't know about paragraphing.


I have all of those skills and am an IT professional. I consider them necessary in my field.

Of course, I'm a writer by trade, so I guess that goes without saying. :lol:

At any rate, a post in the Free Clinic explaining his problems will have them fixed in no time .. this is the kind of stuff that our members solve as a warm-up to difficult problems!

(The actual trojan problem, not the lack of customer service .. the only cure for that is to stop giving these companies our money.)


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 Post subject:
PostPosted: Mon Oct 27, 2008 12:52 pm 
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Most likely you are referring to the Virtumonde trojan, which is a very difficult trojan horse to remove. Most anti-malware programs can detect the program, but cannot fully remove it since it loads itself into memory.

My suggestion would be to run Vundofix, which will most likely remove it. Finish that off with a scan with SUPERAntiSpyware. I'm not guaranteeing this will work without seeing a HijackThis log, but it should work.

I agree with the tech that answered your question though, no program is 100% effective at dealing with malware, hence why there are still malware problems. Just because the malware is two years old from detection, doesn't mean your software is going to be able to handle it very well.

As to how you got infected in the first place, most likely it was from Java. If you don't remove the old versions of Java, they will get exploited and Virtumonde will install on your computer. Will it always happen if you leave your old Java's on your computer? No. But it might.

Sorry you had this problem with Symantec, if you still need help, please post a new topic in the Free Clinic and I will help you remove it.


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 Post subject: Re: Customer No service Symantics
PostPosted: Mon Oct 27, 2008 12:53 pm 
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plbproductions wrote:
The bad thing I have been to these sites before and never been dinged.


Also, what sites are you referring to? A lot of malware comes in through exploits or advertisements (again exploits or unpatched vulnerabilities).


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 Post subject:
PostPosted: Mon Oct 27, 2008 9:08 pm 
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Quote:
as a computer repair consultant and IT professional


Sorry but I've had a really bad day and the above comment really PISSES me off!

First off, if you were what you say you are you would have know:

1. No AV program is 100%
2. You would have researched the problem yourself for a cure
3. You would have known about hijack this and how to use it.
4. There is a new thing called 'google' try looking up the answer
5. Depending on the data on the system you would have made a judgement call, is it worth saving all the data and reformat, or should the time be spent to fix it?
6. Symantic Norton products have a fee, just as you said.

Ok, now that we know I'm in a bad mood, I did call Symantic today. Mind you I called regarding Back Up Exec 12, their customer support for enterprise software is very good.

I've ran in to two jerk offs today 'claiming' to be IT professionals, meanwhile they didn't know how to tie their shoes!

The only reason I called tech support, was due to the fact I could not find the answer after spending a lot of time looking for it. And given the fact it is an important business system and time is money.

And if you really are a consultant in the IT industry I have a few questions I'd like to ask you about SBS 2003.


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 Post subject:
PostPosted: Tue Oct 28, 2008 4:35 am 
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Ouch.

I'm not disagreeing. I'm just saying: ouch.

'Computer repair consulant' translates to 'I fix PCs for mom' to me, though.


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 Post subject:
PostPosted: Tue Oct 28, 2008 8:15 am 
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Jipstyle wrote:
Ouch.

I'm not disagreeing. I'm just saying: ouch.

'Computer repair consulant' translates to 'I fix PCs for mom' to me, though.


The real question is can you get away with using that definition on a Résumé?


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 Post subject:
PostPosted: Tue Oct 28, 2008 9:14 am 
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bathtbgin wrote:
Jipstyle wrote:
Ouch.

I'm not disagreeing. I'm just saying: ouch.

'Computer repair consulant' translates to 'I fix PCs for mom' to me, though.


The real question is can you get away with using that definition on a Résumé?


The depends on the job to which you are applying.

A salaried position as an IT professional. Fuck no.

A position on the GeekSquad. Maybe.


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