07-03-2011 01:32 PM
I've been waiting over an hour for live chat and from the start the chat box keeps updating with how much time I have to wait. It changes every couple of minutes but has consistently stated my wait time is from 47 seconds down to 6 seconds (zero minutes). Is this a problem with my computer or with live chat's determination of the correct wait time?
07-03-2011 03:59 PM
Hello SeanPsyD, and welcome to the Community. I'm sorry to hear you're having this problem, usually the Chat option is handled very quickly. I logged into the Chat room earlier today and it only took about thirty seconds. When I logged in I did received a note that I had to allow popups, before the Chat could continue. I currently have popups blocked, could you be blocking popups?
07-05-2011 01:58 PM
I have now been waiting over 3 hours for live chat. The time began at 13 minutes has been down to 29 seconds, but is now at 2 minutes 59 seconds and has been at that point about 20 minutes. I don't believe there is anyone there, but am going to see how long they keep this up.
I would like to say this doesn't bode well for renewal of Norton services. I can't imagine renewing my subscription after this.
07-05-2011 02:48 PM
It has now been four hours waiting for chat. I am down to 6 seconds and have been there 10 minutes or so. The previouos reply sounds to me like double talk. If you have a chat window open, where updates are posted every 2 or 3 minutes, there is no way pop up window blocker is stopping the chat window. Pure nonsense. I don't believe anyone is there.
07-05-2011 03:10 PM
Something is clearly wrong -- have you tried breaking the connection and starting again?
Are you using the link below? If not please try that.
What country are you located in?
To contact customer support Click on this link and work on from there. You may have to scroll down a little to see the SCAN button.
If you are not in the USA/CAN can you see if you eventually get redirected to a regional website for your country/language? When I've tried to access one say in Europe I end up back on the US chat site and I don't know whether all regions start out from there or whether it is picking up my location even although I've logged into a foreign site.
07-05-2011 05:25 PM
Thanks all for the feedback. I posted my actual problem the same day and I had a response today that fixed it. I hate that I wasted time waiting for live chat, but glad that Norton staff came to my rescue with a solution anyway. I don't know if the chat works now or not because without a current problem I'm not going to try it now. Hopefully I won't need it, but if I do someday, I will try again. By the way, it wasn't a "allow popups" issue. Thanks again though!
07-05-2011 06:30 PM
kates7 - Sorry if my reply caused any confusion. What I was trying to say was that before I could start the chat, a message appeared saying I had to allow popups to continue. I guess so the chat window could popup. After I clicked on the temporary allow popups option, it only took about thirty seconds for the Chat request to be answered.
07-05-2011 06:33 PM
I'm glad you got it fixed in the end -- the delay might be the Holiday weekend here in the USA but it sounds as if you got switched to email and not the chat CHAT <g>