PreviousWednesday 24 March 2004, 11:30 PM
Unexplained happenings, ineffective 'help', no support
If the anonymous reviewer (2/20/04, 18:12) finds the answer to the sudden-onset 'e-mail not being scanned' and the 'autoprotect not enabled' problems, please let me know.
I have repeatedly followed all the directions on re-enabling autoprotect after it mysteriously shut off. The manual and the on-line help tell you how to find the box to 'x', and hit OK. Neither tells you what to do when it keeps shutting itself off. Without autoprotect running, the effectiveness is somewhat impaired, don't you think?
In a similar way, I needed the serial number (the Windows-version should have a 'serial number') -- the book and on-line help tell me where it is... even showing a picture of the bottom of the box indicating where the number is printed. Only problem is, none of the locations actually contain a serial number. I have a 'part number', which is only supposed to be for the Mac version, but this was not accepted. Things are not as they describe, and there is no support without paying $30.
Norton also scans only some forms of email (Outlook Express, Netscape Messenger, Eudora, Pegasus). This seems like a significant limitation that should be on the box, rather than on p. 47 of the manual.
The failure of the 'help' to address contingencies beyond their expected outcome ('Follow the directions! Success!') is a pervasive problem. I'm no whiz kid, but I have used computers long enough to recognize 'user-hostile' when I see it.
Most of the program is (apparently) functioning well -- but if I hit a problem, I am stuck in a dead-end. The support is really dismal. Average users beware!
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