Q: I got a call from someone claiming to be a partner with Microsoft. The company charged me $300 for annual support for computer and other software. It is a BBB certified company and yes it’s showing Microsoft as a partner as well. But the concern is how did they come to know my computer is infected ? … Website name https://www.risezone.com/get- norton-tech-support/ which they saved on my notepad. ~ John Collins
Tech+ Really, John? You paid $300?
At least it sounds like some sort of warning light went off in your head.
Always do your research before you hand over a cent (RiseZone’s address, by the way, is a house in suburban Virginia). At minimum, don’t give strangers your credit card number!
But enough with the chastising. I reached out to Microsoft and Norton to ask whether they could share names of the companies they contract with for their tech support.
They wouldn’t name names. But that’s because they say they will NEVER contact you out of the blue.
Both Microsoft and Norton told me that the only time they’ll contact you is if you contact them first. Norton also reaches out to people who complain on Twitter (“We try to respond in under four minutes,” said Richard Gianvecchio, vice president, Norton Support and Service.)
Official support technicians from Microsoft will identify themselves as Microsoft, while Norton’s team identifies as being from Norton or Symantec (Norton’s parent).
Both confirmed that RiseZone is not a partner.
But the key reason to be suspicious is when the caller wants money.
“If you’re a Norton customer, we’ll never charge you a dime for support,” said Gianvecchio, adding that Norton does charge non-customers who ask for help.
He also reminds us that fake tech-support companies don’t know whether your computer is infected or not. But call any number in the phone book and there’s a good chance the person uses Microsoft Windows and Norton, one of the biggest computer security software brands.
You could also get marketing calls from legitimate tech-support companies that mention Norton. Gianvecchio likened this to a technician who works on BMWs rather than a BMW technician. Just proceed with caution when a caller throws out brands like Norton just to make a sale.
But for the most part, imposters need to be shut down immediately. Hang up the phone, ignore pop-up windows saying your PC is in trouble and certainly don’t hand over a credit card number. Since the beginning of the year, Norton has worked to shut down more than 200 fraudulent sites.
“This is a challenge we all have,” Gianvecchio said. “These companies give legitimate companies a black eye.”
If you are a Norton customer and let a stranger into your computer, Norton will gladly recheck your computer remotely to make sure the stranger didn’t install malicious software.
And Norton will do it for free!
If you did pay a fee, contact your credit card company to dispute the fee because the service misidentified itself. And contact the Federal Trade Commission’s fraud line, at ftc.gov/complaint or call 1-877-382-4357.
“There are multiple advocates for consumers,” Gianvecchio said.
Tech companies on making unsolicited calls to customers:
- Norton/Symantec: Doesn’t make unsolicited calls, nor will it charge customers for tech support. Report Norton imposters at support.norton.com.
- Microsoft: Won’t call you unless you call it. Microsoft has a team fighting tech-support fraud. Report Microsoft scams at microsoft.com/reportascam
- Webroot (maker of SecureAnywhere software): “Webroot teammates DO NOT make unsolicited outbound calls to customers.”
- Dell: “Dell won’t make unsolicited calls asking to charge you to fix an issue you did not report…” unless you’ve signed up for premium support. Dell Premium Support is $49. Report phone scams to Dell at 866-453-1742.
- Apple: Won’t make unsolicited calls. Apple offers several ways to contact the company to report phishing and suspicious messages at support.apple.com/en-ca/HT204759
- HP: Recommends contacting the FTC.
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