01-19-2011 08:02 PM - edited 01-19-2011 08:09 PM
This is the first time I have to contact support running the newest Norton 2011 build (18.5) and I was shocked to see that you have removed the direct support contact application in Norton . Now it redirects to me to a web site and then in order to contact the chat support it wants me to install JAVA . I don't want to install Java and I won't so there is no chance for me to get support .
Symantec , you are starting to go downhill - instead of making things easier , you are making things more and more complicated . This really pisses me off !!!
I will immediately start removing Norton from all our computers including in the office and will for sure think if we will continue working with Symantec . I really don't like this and the way Symantec is going . In 2009 you made changes to make the product lighter and simpler than it was before . Now you are starting to complicate it again . That's disgusting!
01-19-2011 08:15 PM
Have you tried this link for chat support? This is the link we usually give out for chat support. I don't know if this is a different link than what you have tried.
This is the link for US/Can. If you need a different location, please consult your local Symantec site for the local free chat customer support link.
Please come back and let us know. Thanks.
Success always occurs in private and failure in full view.
01-19-2011 08:26 PM - edited 01-19-2011 08:28 PM
This one is still different and it too wants me to install an ActiveX (Symantec Technical Support Web Controls)
Try to open your NAV/NIS 2011 (18.5) , click on Support -> Get Support , Norton will scan itself and then if you want help it redirects you to a support site https://www-secure.symantec.com/norton-support/jsp
that wants to me install Java in order to chat with them. There is no more the chat program inside the Norton.
Symantec Technical Support Web Controls is 9 MBs , Java is 94 . Why is all this necessary!?
This is problem for me as I don't want these two components in my computer . I think any consumer will have problems going through all these steps.
01-19-2011 08:37 PM - edited 01-19-2011 08:48 PM
I cannot view your image yet since it must be approved by a moderator first.
However I am pretty sure that the Customer Service link uses JAVA scripting, NOT JAVA. For example on my test laptop I also do NOT have JAVA installed and I was able to go all the way into Chat but I first had to enable scripting In IE Tools > Internet Options.
Are you sure it is asking for the JAVA program itself to be installed?
Try enabling scripting as I mentioned and see if it works then. It is true that it must install Symantec Web Support Controls however.
If you are OK with scripting being enabled you can always add norton.com and symantec.com to your trusted sites list.
Also, the Norton Community also relies on scripting in the forums here in order for everything to work properly. For this you can add community.norton.com as well as the other two.
01-19-2011 08:57 PM
I can see your image now. I see JAVA update listed there but it does not tell me whether Norton installed that or it came some other way.
As I mentioned, on my test laptop I do not have JAVA installed and only had to enable scripting to connect all the way into Customer Service Chat.
After completion there was still NO JAVA installed on my laptop.
If you really do not want JAVA, can you try uninstalling it and trying customer service chat via my last link and see what it does this time? Again, you will need to enable scripting in IE Tools > Internet Options for it to work.
01-19-2011 09:04 PM
Hi Allen !
The link you post is different than the one in my second post.
Just open it or open your Norton 2011 (build 18.5) , click on Support -> Get support and see yourself what I am talking about.
Oracle's Java was something I had to install in order to have the chat support option work. It redirects me to the Norton page and then redictects to Oracle's Java download page
01-19-2011 09:28 PM
I am still confused. I used the same link you left above which to make sure I have it right is here.
Again on my test laptop it did not ask me to install JAVA and JAVA is not already installed.
I'm not sure what the missing link is.
What do you get if you use the first link I supplied?
01-19-2011 09:37 PM
01-19-2011 09:40 PM
Thanks for trying this out so we have another data point.
For sure JAVA is not required for me because not only does it not load but it is not even installed in the first place and I can still connect all the way into chat. Probably to the point of being annoying because I got emails back saying "your chat disconnected, click here to resume!"
I've probably got a few chat technicians upset at me at this point!
Without scripting even enabled I don't even get the final button which says "Chat Now".
01-19-2011 09:49 PM
I disconnected from Chat immediately upon connection but I still wasn't quick enough - I got a phone call back from Tech Support to ask if my problem had been resolved.