I need to be able to fully uninstall an antivirus program that has had my computer hijacked for 4 days now. It all started when after a virus scan a message came up that it needed to update, which normally happened automatically. When I tried to initiate an update I got a 'general error' message. Other features were working, such as scan, etc., and an add on tuneup program that incorporates into the dashboard when you purchase both the internet security and tuneup programs. The link scanner feature needed the program to be up to date too, so I was concerned to see that there had been no update for more than a week.
Since I have paid subscriptions it includes tech support, so I contacted support via chat. They offered to fix the update issue by remotely connecting to my computer. More than an hour later, after many restarts, and the tech trying several things, he finally said the install files were corrupted, etc. and said it would have to be escalated to a higher level, and he had collected diagnostics for them to check out. Since he had uninstalled my paid version, including the tuneup program, he offered to install the free version to keep me protected in the meantime. But when he tried to install it error messages kept coming up, so he told me I would have to just wait until the other techs could figure out the problem. I asked about my computer being at risk in the meantime, and he said that Windows Defender would be sufficient to protect me. (Right, then why do I need to pay them for protection!)
Now we are 4 days later, and after the initial 24 hours came and went with no contact, I keep being told different stories when I inquire on when my computer will be fixed. They first said I was 'in the queue' to be contacted any time, then said that they're having a problem with their tools, so within 48 MORE hours, then 24 MORE hours after that. In the meantime, I can't install any other antivirus program because there are apparently some files left on here that are conflicting, which is why the tech couldn't install their free version.
It's really annoying because the tech not only uninstalled both programs and left me without those working features, but has resulted in my computer being hijacked by the files he didn't clean up so I can't install any other antivirus software.
I'm sorry this is so long, but I wanted to provide as much info as possible. I'm not sure what to do, and at this point I'm not very confident in allowing their techs to take over my computer again when, and if, I ever get contacted.
Thanks in advance for any suggestions, they are greatly appreciated!!