Don't reformat just yet. When you talked to the DELL support rep, was he Indian? My friends who have DELLs say that they say you should re-format before they really even help you out a little. If your having problems with Norton, try downloading and running SymNRT (Symantec Norton Removal Tool). Then reinstalling Norton.
If that doesn't work, download the eWido secuirity suite
It found some viruses and some adware that neither Ad-Aware nor Norton AV could find, and it also removed the ones that kept coming back. So far, its flawless to me. If the steps above don't help, I don't know what will help.
I have a Dell Dimension 8300, 2.6 Ghz with 500 mbytes of Ram. I recently got hit with the Anti-virus Gold and About:Blank hijacks to my browser. I found some information that helped me removed them. However, I discovered that my firewall had been deactivated and my Norton Antivirus was no longer operating. I ran online virus scans but was unable to re-install Norton Antivirus because I did not have permissions to install some files in my applications folder. Working with a tech form Dell, we ran an online virus checker and found 8 virus in the form of the J-Tever A,B. We removed all the dll's with these but were still unable to reinstall Norton whatsoever (we removed all the Norton Systemsworks.) I was going to try and repair XP using the disk that came with my computer but apparently there's been a password created for the "administrator" and the program simply stops at a "C:\Windows" cursor. It could be the file associated with user accounts and passwords has been corrupted, restricting my access. The tech said at this point there's nothing to do but completely reinstall XP. At the end of the day, this is probably the best idea, but if anyone has a suggestion of one more thing to try and avoid this, I would appreciate it.