In my old days of technical support I got written up for accidentlaly trashing Norton to a customer. Basically I said ... if the product doesn't work, why are you paying for it?
At the time, the product was locking up the email ins and outs from any email client, instead of fixing the problem, or suggesting how to go fix it ... like telling the customer to go online and remove the email that says "blah and blah with viagra", so the program will allow the rest to download!
It is a part of support that is hard to work with and one of the reasons why most people stopped doing Internet Support across the country, because too many of these products are not "guaranteed" to work, and in AMERICA, you HAVE THE LICENSE TO ROB PEOPLE WITH THESE PROGRAMS, up to and including Microsoft and Apple!
Microsoft I have been able to deal with, but it has to go through the AG in the State of Washington, because you can't get through otherwise. They do not talk to their technical support, and that means that they don't want to know about the issues, and neither will discuss they discuss with people on the street in a call center! Apple, I have never been in love with the fake blonde with falsies and make-up!