08-09-2012 08:18 AM - last edited on 08-09-2012 05:40 PM by Dave_Coleman
This is the worst PRODUCT EVER!!!!! I've been trying to restore files now for about 2-3 weeks and have had 2 techs trying to fix it with no luck at all!!! they sent a request to request/purge data. I called the number they gave me, said someone wiould get back to me in 1 business day. Called the number( there is no X3) and when I spoke with Nicole, she told me that I had recieved an email.Funny, I recieved the email while I was on the phone with her( 2 days later). She then told me that this would take 2-3 weeks because of a tier one issue.How do I know what a tier one is??? she then told me the request was denied because they will not do anything because of the reason given, takes too long to restore.Told me to go back a week earlier on my back up and try to restore 3 files. That workd but then I went to restore the rest of them with no luck.
I called customer support and when she couldn't help me I asked to talk to her supervisor, she said she couldn't find one but she would have, Michael call me the next day at 9am EST. It's now 11:15 EST and still no call.
What is the point to pay for a service that you CANNOT restore your files? I'm paying Norton to keep them forever and I'll never get them back.
BUYER BEWARE!!!!!!! DO NOT PURCHASE THIS PRODUCT!!!!!!!!! you should go out and buy an external drive to back up to.
08-16-2012 10:47 AM
I don't believe you recieved my private message yet. I've sent another this morning in case. Please reach out to my team using the info provided. We'll help you sort out the issues.
08-16-2012 02:14 PM - edited 08-16-2012 02:18 PM
I completely agree. If I had known that that the thousands of photos, etc. that I had backed up would essentially be held hostage by Norton (I still haven't been able to download a single picture back to my computer) I would NEVER had used it! It makes me ill to think that I may have lost all of those pictures just because Norton can't figure out an acceptable way for quick and easy retrieval. Having Norton backup is even worse than having had a virus wipe out my computer, because I actually paid for Norton!
It takes me at least 10 minutes to download EACH AND EVERY photo back to my computer! Do you have any idea how many weeks of work it will take me to get all of my pictures back?
08-17-2012 08:50 AM
Despite your experiences the product does indeed work. It's something I use myself on a regular basis. Restores are not instant and likely will not be as long as there is a history and encryption to contend with. If you want a true one to one download then its going to be at the sacrifice likely of one of those items. Details of how restore actually works is outlined in a sticky on the top of this forum.
As for performance, which is an entirely different matter, there is an upcoming release that will help address many of the headaches. That should be due in the coming weeks. I may not be able to have much sway on the Tier 1 support experience but I can try to help rectify the damage caused.
Send me a private message, with your contact specifics and a link to this post, and I can have my team assist you.
08-20-2012 08:11 PM
Agreed with the topic. Paid 70$ for the Norton 360 and its almost impossible to actually reach a real person. Sat on hold on both the phone and live chat and im soooooo disappointed with how bad the customer service is. ALLLL I want is to access and delete my online backup files so I can actually use it again instead of you guys trying to make me buy more storage which i dont need to do. but instead you make it not only the most non user friendly thing ive ever experienced but impossible to actually get a real person to help with my problem. I can GUARANTEE I will never recommend this product to anyone nor will I even consider renewing a subscription because of how bad the customer service is.
08-24-2012 09:26 AM
You shouldn't need support to purge files. You can do so by opening the Norton 360 client and removing the backup sets via the Backup section. The other way is removing it via the Norton Drive accessible from My Computer. Have you tried either of these options?