05-24-2007 13:36

It has been nearly a week since an update of Symantec's Norton Anti-virus Software caused millions of Chinese PC's to crash. As of Wednesday, many users say the problem has still not been solved and they have not been satisfied with Symantec's attitude on this issue.

Symantec certainly hasn't won much confidence in a web-connected China.

Even for network technicians like Mister Qiao, the system crash caused by Norton's faulty update has been hard to fix.

"Many computers here still won't work after restoration. And Norton software can't be completely removed. I can't imagine a big company like Symantec not offering enough support on this," says Mr. Qiao, network technician.

Experts say Symantec's official guide on solving the problem is too difficult for common users. Also, Symantec's foul-up has led to losses for many business users.

In the company's first press released on the issue, Symantec apologized for its mistake. But in an announcement the next day, the word "apology" was deleted. In its third press release, now on the company's website, the word has been put back. But Symantec insists the mistake was caused by third party software, not Norton's update.

"I think the change in their announcements is because they are afraid of more compensation demands by users. I think this is the wrong attitude to solve problems," says Lv Benfu, Director of Center for internet research, C.S.S.

Experts say China has laws to protect customers' rights. Companies that infringe on users' legal rights cannot run away from their responsibilities.

This is not Symantec's first false positive. Just in March, the company's enterprise anti-virus scanner fingered a crucial Windows XP system file as malware.


Editor:Chen Ge