Thanks JuryIsOut. I have sent you a private message so that we can get to the bottom of your issue, and the terrible support experience you had. Both are unacceptable.
Best,
Rowan

I have had a problem like not getting e-mails from Customer Support regarding a Newsletter Issue.

About a year ago, I bought N.I.S. 2008 from one of your Newsletters. i Installed it and everything was working fine; I stopped getting the ClubSymantec Newsletter and have contacted Customer Support about four-five times regarding this and each time they inform me that I should get an e-mail within the next few weeks - but nothing arrives! I also Signed Up to the "Free Security Alerts", I think it was called, and have had nothing from them; I also Signed Up for the Norton Loyality Program, i.e. you Send an E-mail to one of your symantec Staff, and have not had an e-mail from them.  I would like this Issue Fixed as soon as possible (a.s.a.p.).Message Edited by Floating_Red on 07-13-2008 04:20 PM

Hi Bob,
We're talking alot about performance this year, but we are first and foremost a security company. In fact, the new version of NIS 2009 is chock full of security improvements! For example, we are working on a all-new statistical method for detection of malware. Another example is the work we are doing to improve our detection rates of new unknown malware. We haven't publicly talked about this stuff yet, but we will be showcasing it once the product goes to public beta.

If adding to the consumer experience and setting goals for Symantec to solve problems for consumers in brand new ways is important to you, I would suggest that you take a look at the way things are being done now and make some awfully BIG changes. I have found your customer service to be the worst EVER.
I have had the experience over the last couple of months to talk with your on-line support people several times and they are friendly and do truly try to help. The issue however is that while they have tried, they have not been able to solve my problem even after taking control of my machine three different times in order to get their hands on the problem. The real issues for me however just begins here, the rest in my opinion is deplorable for a company like Symantec to have given ANY customer even once. But I have been treated to non-existent customer service over and over again. I have gone out of my way to give you a chance to help me and get my business.
After I was not able to get my problem resolved with the live help and because my machine would now not even run the live connector software because it had been changed by them, I tried to contact someone by email. To my surprise my first obstacle was to even find an email contact. After finding that however I filled out the form and was promptly taken back to a screen to use a live support person. Now since the Norton connector software was and is broken still after a rep was working on it about a week and a half ago, I was perplexed as to how I was going to make contact. Being persistent I discovered a way to finally submit an email to the tech support folks for my problem.
I was greeted by an email back to let me know that my email had been received and would be reviewed within the next 72 hours. Fabulous I thought, I would now be able to begin working on some resolution here. The next day I received an email letting me know that they needed more information in order to help me along. That was reasonable, since I had not been able to leave much information on the initial screen, so I forwarded as much information about my problems as possible including the SPECIFIC error message, package I was trying to run (NIS-2008), Operating System, and even a log file that I had emailed to the address the live rep had asked me to send it to a week earlier, but I got no response from. I tried very diligently to follow the instructions about how to submit this back and provide all the information requested by the rep.
I was amazed that the next day I had an email from support asking if my problem had been resolved or not, and if not to please provide them with information as to the issue. I again forwarded all of the information back and a few hours later got an email telling me that they needed information about my specific problem along with any messages I might have received.
Now by this point I think that most customers would just give up and go away. I certainly have considered that and I have begun to share my VERY disappointing story with many folks I know including the IT and SNS folks of my company that has some 2000 employees. I did not give up however and again replied to the support email and provided my information for a third time to them. I have not heard back, but I expect any moment to get and email asking me if my problem has been resolved. Perhaps this is the new way you are talking about solving customer problems. They will just magically disappear, or is it your customers that are going to just disappear?