07-20-2011 04:38 PM - edited 07-20-2011 04:40 PM
I'm not sure where to post this, so I'll put it here.
I had to call Norton Tech Support about a problem. After one hour and 15 minutes on the phone, the problem was not solved. I asked the tech if I could call back, as I had a meeting. I was shocked at his response.
During the call, I asked him to repeat something I didn't understand. He told me that he could have fixed the problem if only I "spoke English". I was surprised, and asked him what he meant.
He told me it was obvious I had no command of the English language, or I wouldn't have asked him to repeat what he said. He said that I could not speak English as well as an Indian (quote).
I responded that I was born in the United States, had lived here my whole life, had a doctoral degree, and was indeed fluent in English. He then told me it was obvious that I was uneducated, and made remarks about various racial groups in the United States and their lack of education.
I asked for a supervisor, and when I got one, I told her what had happened, and that I wanted to cancel my account, which had just been renewed. She told me that Norton does not credit accounts. There was no apology for the insults.
I called Symantec USA headquarters, and requested to speak to an American about the situation. I was told that was not possible without writing a letter requesting such a conference. I was then transferred back to India, where I was told a supervisor would call me the next day. No such call received.
Yesterday, I spent several hours on the phone with Sony over a problem with my laptop. They found it, and surprise, Norton was causing the problem.
I will let everyone I can know about this incident. I am still amazed over it.
07-20-2011 04:55 PM
Well, that is amazing, not just that it happened but that it isn't immediately seen as unacceptable. I should think this falls in the category of customer service, but perhaps the reps here can help.
07-20-2011 05:05 PM
Welcome to Norton Community!
Sorry for your problem with Norton product. It will be good if you can provide more information on the issue for which you have contacted Technical Support.
This is a "user-to-user help forum", you can get help from other experienced Norton users as well as from Symantec Employees. Hope you now know where to ask for help.
07-20-2011 05:38 PM - edited 07-20-2011 05:41 PM
There have been instances of misconduct reported in the past where it has turned out that the user, while believing that they were connected to an official Symantec support facility, had actually called an unaffilitaed third-party company and were not dealing with Symantec at all. Could you please supply the phone number that you initially used to contact support?
07-20-2011 06:31 PM
What a lousy experience!
As SendoJive says we have had reports of scam sites pretending to be Norton (and Microsoft too).
<< I wanted to cancel my account, which had just been renewed. She told me that Norton does not credit accounts. >.
For that is a possible indicator that it was not Norton since Symantec has a very liberal refund policy -- there's a 60 day window after purchase during which they will refund your money even if you did not buy from the Norton online Store but bought from a store in your town; it can be open box; it doesn't matter if you have insstalled and used it for those days .....
And user after user has reported here how good the OnLine Support via CHAT (not phone or email so much since they can be slow) is at sorting our refunds or subscription problems.
So I hope you will help Norton get to the bottom of this -- let us have some more background if you can but, by the terms and conditions of the Forums, please don't post identifications or reference numbers in public messages here. If Norton need them they will ask for it by Private Message -- the up right turns yellow when you have an incoming one so click on that.
07-20-2011 07:43 PM
I wouldn't know if Norton is racist, but I was very disappointed in Norton's customer service a few years ago. I had bought Norton Security and when the year was almost up, I got an e-mail from Norton advising me it was time to renew. Also, it was possible to upgrade what I already had, which is what I chose to do. Of course the upgrade was to be downloaded. In the course of the download, my computer crashed. I had to get it fixed and it cost a few dollars. I couldn't believe it crashed while downloading NORTON SECURITY. I e-mailed Norton to advise of this and expected some kind of response. Maybe to explain why this could've happened... or something. NOTHING. I sent a couple more e-mails and still nothing. Since then I have not used Norton Security. It might be good, but not if you have a problem. They prefer to just ignore you. I was and still am very disappointed in Norton. And please don't tell me I must've sent my e-mails to the wrong address.
07-20-2011 11:35 PM
Welcome to the Norton Community Forum
I am sorry to hear about your unsatisfactory experience with customer support from a few years ago. I don't know about what happened back then, but we do our best here to help our Norton and Symantec users and even people just visiting here with their problems and try to give them the best responses we can. Procedures do change over time and improvements are always being tried and strived for. Now we recommend when the services for customer support are needed, that the free customer chat seems to work the best according to the vast majority of Norton and Symantec users. They do seem to get their problems resolved using the chat feature. Of course it isn't always accomplished using the free chat program and when users come here with an unsatisfactory experience with customer support,, either Norton employees, names in red, will often respond to the user either in the Forum thread itself or by private message and offer to help solve the problem. Sometimes, the Gurus here will try and help or else notify Norton that some help is needed by Norton employees and they try to help also.
I think if you will look over the threads here in the Forum, you will find the vast majority of the users are helped here with their problems and are pleased with the help. Of course as with any product or service, you will find a few that aren't pleased or satisfied and we are sorry about that, but we do try and help if that help is requested and if at all possible. There are some customers who were not pleased a few years ago for what ever reason and they do come back and decide to try again and they often are pleased now. As with any service or business or product, there will be always some who aren't pleased, but here at the user to user public Forum, we do strive to please and help as much as we can and the Symantec and Norton employees here also often help on their own and after their normal work hours still do respond to threads as can be seen in posts made by them. You can tell the staff by their names in Red as I have mentioned.
We are always sorry to hear about a bad experience and we do strive to make it right. Thanks for reading the long reply.
Success always occurs in private and failure in full view.
07-21-2011 02:49 PM
Thanks for the response. It's nice to hear that efforts are being made to improve customer service. However, I still don't understand why my computer crashed while downloading an upgrade from Norton. Unless and until I do, I am not going to trust the product. The fact that Norton didn't even bother to respond to my question at the time certainly does not help. I sent them several e-mails and was ignored. I found that to be extremely rude and that's what bothered me the most.
I'm not certain my problem could've been resolved in a forum such as this. What can you do about someone who's computer has crashed while downloading a Norton upgrade ? Compensation would've been nice (a free upgrade maybe), a possible explanation or apology. Any kind of acknowledgment would've been better than just being ignored. I'm afraid I'm still going to need some time before I can warm up to Norton again as it was a very frustrating experience.
Oh... failure was very much in private at the time, guess that's why I needed to get it off my chest... finally. Had it been successful I would be even more pleased to share my experience.
07-21-2011 11:09 PM
I recently installed NIS 2011 and have had serious problems with crashes, etc---and have had problems with promised call-backs from case managers (techs) located in India never received. I construe the lack of call-backs and follow-through there to the management of these tech centers, which actually are only call centers and probably are third-party. The Norton people on this board here were kind enough, after several of my postings, to get responsible tech support for me. (I have not had experience thusfar with customer support, just with tech support, and cannot claim to have experienced an incident similar to yours---it may well be that customer support people are less educated than tech support people---they are subjected, unfortunately, to a great deal of abuse from the U.S. and Australia and this may have prompted the unfortunate incident you describe---it certainly does not excuse it.)