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Oct
10
Why I don’t like Norton Antivirus
Filed Under antivirus, evaluation, software
This is related to the previous entry I wrote about which antivirus program I prefer. I made mention of Norton as one I am not fond of using. I have gone so far as to tell customers I don’t like supporting Norton Antivirus and don’t like troubleshooting computers with it installed. I suppose it isn’t enough to simply say, I don’t like it, I need to give you reasons. When I write about Norton or any other program, I’m not testing the software on a top of the line computer that is used for testing purposes. I’m going upon the results I see from my customers’ computers - often hard used, usually well used. They are rarely in pristine condition and often have various pieces of software that make for some interesting troubleshooting. In short, Norton is tested in real world conditions.
Norton is often referred to as the ‘most trusted’ antivirus package in the world by various press releases and magazine articles. A wee bit of hyperbole there. I’m sure it is one of the most used, but I think that is a far cry from trusted. Norton is the product of a very good marketing machine.
Here are a couple of reasons I prefer the more modest Avast! and AVG as compared to Norton:
Cost - for years, Norton was one of the most expensive antivirus programs on the market. To purchase a new copy, in previous years, could run as high as $89.00 here in Canada. And that is for a 1 year subscription. Renewals were always reasonable, but read down a bit further about renewal nightmares. I notice this year the cost of a copy of Norton antivirus is now down to $49.99 - the miracles of capitalism at work. That is a huge drop in price! Norton for Macs is still a princely sum of $89.99 here in Toronto. I am still annoyed that Norton charged so much for so many years.
Bloat - Norton has become bigger and more complicated with the passage of time. While I do agree with the notion, it takes a lot more work to prevent virus infections, why do some companies create very streamlined and efficient antivirus programs while Norton has become a such a resource hog. It churns away at startup on some machines as though it were kneading bread somewhere in the bowels of the machine. Normally I roll my eyes at people who moan and complain about slow startup times, but in the case of Norton, I’ve actually timed startup delays of up to 2 minutes. This is excessive. I’m not talking about 1 in every 200 machines either. I’m talking about a good 40 to 50% of the machines that use Norton. Norton has so many running components in the background, its a miracle there is any processor time left for anything else but itself.
Unpredictable behaviour - Because Norton has become so big and complicated, it is hard to predict how it will react to any software set up in a customer’s computer. If they want Norton installed, I now have a standard, I’ll be happy to install it and warn them I periodically run into trouble with the installation failing. A forewarned customer is one that doesn’t come back and bite me in the ass. And to answer your question, yes I usually do get complaints about how slow the computer works after the installation. It slows down computers too much. System delays mean the customer will inevitably shut the offending software down so they can get their work done more rapidly, which in turn means an infection. This is the real world - these are frustrated people, they do things like that. The worse case scenarios have been when Norton has damaged the operating system of the computer. That has happened four times to me and 3 times to customers. I don’t trust the software and get very jittery around it now. Before I do anything with Norton, I back up all the files. I lost customer files once and that was once too often.
Subscription Renewal - this is always fun! I have encountered numerous errors that result in having to do a full installation of the software and phone calls to Norton Tech support, which is always a treat. The issue of renewals became so bad about 5 years ago, I actually stopped doing the renewals and told the customers it wasn’t worth the hassles. In one month I had 4 renewals to do and 3 of them failed. By the time they paid me to do it they could have purchased a nice upgrade package from the store and done it in a fraction of the time. The problem has been largely corrected, but I still run into renewal problems.
Tech Support - well isn’t it an fascinating topic. The mythical beast of tech support by any company. Symantec is not the only one guilty of forgetting what support means. Its always an adventure trying to get an answer from any company. Norton is just another casualty in the tech support wars. Their website’s support files are slim and bordering on useless at times. Word of advice? Don’t even try calling. Their ‘customer care’ answers non technical questions only. Otherwise, pay up front or no help.
Removal of Norton - the uninstall feature never fully removes all the bits and pieces of the program. You have to go back in and remove the Live update software and in some instances, I’ve gone tromping through running services and found 2 - 3 Symantec services still installed and running. These extra services, that should have gone bye-bye with the rest of Norton have contributed to a number of mysterious system slowdowns. They need to be shut down or they continue to run. Again, I haven’t figured out how to remove just those components from the services panel. At least not without worrying about damaging the operating system.
Did I say Norton leaves bits and pieces of itself behind? The worse offenders of this are the preinstalled packages of Norton. God forbid the customer doesn’t want the software. Its a bugger to remove.
Live Update Errors - I’ve dealt with a stream of these errors. Customer will be going along doing their own thing when suddenly they can’t get Norton to update any longer. This problem entails another trip through tech support files to try and narrow down the problem. Even after a complete reinstallation, the problem lurks. I have had customers in near tears after they explain what they have done to try and fix the problem themselves. I feel this way myself sometimes.
Send mail problems - these crop up from time to time. Symantec blames the internet providers. The internet providers blame Symanted. Either way customer gets screwed. My feelings on this are pretty clear. Symantec is the root cause in many cases - this problem usually occurs after a program update. The Internet provider usually has done nothing.
I have some other reasons, but these are enough to chew on for now. As I said in my previous post, commenting on antivirus choices is always dangerous. You would think the person’s first born was just called ugly, judging by people’s reactions. I tell customers, find a program that works for your computer and the way you operate. Then after that, ignore everyone else. All of us have opinions. Sometimes it’s best to ignore everyone and stick with what works for you. If Norton works for you, excellent… if it doesn’t, there is a lot of competition out there, look around and choose a product that will work for you. Don’t stick with a product because it’s what everyone is using.
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