Legal Question in Technology Law in California

Anti virus scam

I am running Norton Anti Virus software that came with my computer I purchased a subscription from Norton for the amount of 24.95 and later on it dected a virus and I contacted HP to help me remove the virus they informed me that they do not cover viruses but they will charge me 40.00 so that they can help me remove the virus they charged my credit card and still the virus was in my system and the HP technican gave me a number for Norton and I called that number and found out that it was a non working number I then contaced HP to give me the correct number and they finally did I contacted them and I asked for a refund they did nothing What can I do?


Asked on 7/11/04, 11:53 pm

3 Answers from Attorneys
Edward Hoffman Law Offices of Edward A. Hoffman

Re: Anti virus scam

Probably nothing, and I don't see why you call it a scam. Neither Norton nor HP guarantees that a service call will successfully resolve your problem -- especially when the problem was not caused by their own software.

If you pay a doctor and he doesn't cure you, do you think you've been scammed? Is it a scam if you pay a lawyer and still lose your case?

You didn't pay for a cure; you paid for a service and you got it. You have not been wronged as far as I can tell.

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Answered on 7/12/04, 12:15 am
Michael Stone Law Offices of Michael B. Stone Toll Free 1-855-USE-MIKE

Re: Anti virus scam

1. Find a computer expert in your locality to come and have a look at your machine in person. Usually technical support hotlines are not much help (and it is not their job to teach you how to use a computer). Also, in my experience some free programs such as Ad-Aware, or the free virus scan at trendmicro.com , are better at removing alleged viruses and other malware than is Norton AntiVirus.

2. With regard to your $40, you might try contacting consumer advocate Ed Foster at gripe2ed.com .

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Answered on 7/12/04, 8:59 am
Jonas Grant Law Office of Jonas M. Grant, A.P.C.

Re: Anti virus scam

Building on Mr. Hoffman's answer ...

If the $40 service includes a guarantee that the virus will be removed, then attempt to contact Norton and/or HP again for assistance. If this fails and the $40 was guaranteed to solve the problem, then dispute the charge with your credit card company. If no guarantee was provided, then I agree with Mr. Hoffman, the service for which you paid has been rendered.

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Answered on 7/12/04, 1:02 pm


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