How to Get Through to Norton/Symantec?

Question

I've been a Norton user and advocate for many years. But recently, I've had more and more problems both with the product itself and the offshore customer support. I'm now at the point where Norton can't solve the problem I have; the same fixes are repeated over and over. I can't fault the courtesy of the nice folks overseas who do their best.

At the same time, I've noticed that more and more people also experience more product and support problems. Recently, the trade press has also been critical, citing Norton as a classic case of a company whose attention is first to the "numbers," and last to the customers. Corporate accounts may be an exception.

The program itself is so bloated with code, and so pervasive on host systems that it has, itself, become very much like a virus.

If you share the frustration, would you consider joing a Yahoo Group to share your story and possibly become a venue to get attention from the Norton folks? Thanks for considering it.

salute222000 · Accepted Answer

We use a 10 user business pack and upon renewing the licenses there was a few problems getting the new license installed so I called in for help to get some that I had to ask them to repeat themselves over and over before I could understand what they were saying(obviously from oversees).  After a couple days back and forth on the phone and email I wasn't getting anymore responses and still had the problem so I emailed customer service and later that day received a call from a CS rep and to my disbelief they were here in the states and speaking perfect english(shocking) anyways I told him the quick version of the problem and he said hold on a minute and let me run over and ask my friend (who was a tech) about this.  Two minutes later he was back on the phone instructed me to do a few things and wow it was fixed(yeah).  Then about three days later the original oversees tech calls and wants to work on the problem some more so I just told him that I had been in contact with one of there customer service reps a few days ago and he was able to fix my problem(I hope that made him feel good) and that I would not be needing his assistance any longer.  Anyways my story had a happy ending, I'm sure there's many that aren't so lucky.

Angel · Answer

2

Flying_James · Answer

I too am/was a Norton user from way back. I still use Norton Commander for a couple of things.  I removed System Works 2006 from my system because of issues with overhead & with the virus protection that was not protecting.  I am no longer a Norton user, other than Norton Commander as I mentioned earlier, but I willing to share my past frustrations.  I had been a big fan for a very long time.

HeatherM · Answer

Let me be one of the first to sign up for your Yahoo Group.  Norton AntiVirus and it's poor customer service has been the source of many migraines....

Count me in...

HeatherM

Toledo Engineer · Answer

As with anything in life....when you want security, you give up freedoms.   and it kinda sucks.

Trending News

How to Get Through to Norton/Symantec?

5 Answers