They did not do what they said they would
I basically asked them to remove Norton from my PC safely because I've had problems removing Norton products from other PCs in the past. Only I got the PC back a couple of days later with Norton still on it, in the end I removed it myself and no damage done (from the removal...so far). They push Norton as a good anti-virus so they won't remove it from your PC because they believe others are inferior. (I have their whatever happens plan so it didn't cost me). You are probably going to get a faster turn around at a local PC store, I've had PCs go in for repair in the morning and I've collected it either an hour later or that afternoon (I even waited in shop for one repair to be completed and in PC World they would take 4 days to for the same thing). PC World take forever to do repairs and their work is slightly inferior to local PC repair shops.