Several of the "product forums" seem to find that they are not able to handle much beyond their own program.
The following is a direct quote from the Norton Forum .......
"" At this point, it is best to refer you to the recommended forums, where a real malware expert can work with you one-on-one in real time using more sophisticated tools and methods to dig these things out. Some of our best folks here have checked them out to make sure that they are capable, and competent to deal with rootkits and other nasties. Most of them handle tricky Windows problems as well. ""
Don't you just love it - Yes, Bleeping Computer was at the top of their list -