I had a similar problem with Symantec. I got a virus and was able to remove it by a system restore. I called Symantec to renew my anti-virus subscription. While I was there, I griped because Norton didn't catch the virus. She immediately transferred me to another department and the lady there insisted that I spend $100 to let them remove the virus. She said if I didn't, I wouldn't be able to renew my subscription. We went round and round since I had already removed the virus but there was no reasoning with them so I just politely thanked them and hung up. A couple of nights later I called to renew my subscription and there was no problem.