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Kudos1 Stats

Live Chat rep attempts to end chat, lies, then transfers me. Then they start calling me...

I wanted to bring this to the attention of the community, and hopefully to the Symantec corporate team. This is simply inexcusable. I've attached the chat transcript with my information redacted. In chronological order, here's the "help" I've received so far:

  1. Began Live Chat to find a solution to my issue
  2. Gitanjali (Rep #1) apparently did not know how to answer my question, so he began to "not get [my] messages."
  3. After resending the messages, Rep #1 continued to state he was not receiving my messages (obvious attempt to end the chat without providing a solution)
  4. After calling Rep #1 out on the way he was handling the issue, he states that there is no solution besides what I was already doing, but could not provide any references
  5. I asked for a transfer to a supervisor. After a few minutes, he asks to Remote Desktop Protocol (RDP) into my system (... hell no).
  6. Then I get his "supervisor" - Varun - who introduces himself as 
  7. When asked why he's going by two names, he blames a clipboard. This infers that they are either allowing one another to use each other's accounts, or I was never really transferred to a supervisor.
  8. I receive a phone call over an hour later after normal business hours. I did not request a call from them. It was 7:41 PM EST. The caller's phone number was a NANP number, with the call having originated from India (700.105.9088). When has it become standard operating procedure for a tech support person to call after normal business hours unsolicited, from a non-business phone? I told the caller I did not request the call, and that I was in the middle of dinner. The caller would not hang up, continually insisting on calling back later that evening. This was after I told him I was nowhere near a computer, I was in the middle of dinner, and I was no longer interested in their support. He asked me one more time if he could call back in one hour, and then hung up on me when I began to respond.

Norton - what are you guys doing to manage your tech support teams over there? A rep obviously took some personal information (my name and cell phone) to call me from a non-business phone. At the very least, this is inappropriate. If they continue to call me, then it becomes harassment.

Here is the copy of your recent chat that you requested.

General Info

Chat start time

 Apr 11, 2014 5:33:54 PM EST

Chat end time

 Apr 11, 2014 6:16:39 PM EST

Duration (actual chatting time)

 00:42:45

Operator

Chat Transcript

info: Thank you for contacting Norton Support! You are currently 12 in the queue. 

If you need help with downloading and installing a Norton product, we have an online tutorial with step-by-step instructions available at www.norton.com/download 
While you wait, please feel free to check it out. 


info: Thank you for your patience. One of our experts will be with you soon. You are currently 8 in the queue. Please stay online. 


info: You are now entering the chat room. 

 Welcome to Norton Support, my name is Gitanjali_Mudai.  Please give me a minute to go through the information you have provided. 
Gitanjali_: I do apologize for the delay, We are currently experiencing an exceptionally high volume of chats.  I would like a moment to read through the query you have so that we can then work on a solution together.
Gitanjali_: In the meanwhile, I would like to ask you to note the case number in case you need to contact us again in the future:#########
[my_name]: Definitely. I'm looking for a tool similar to the SEPQuarintineTool
[my_name]: http://www.symantec.com/business/support/index?page=content&id=tech150607
[my_name]: But for Internet Security 2014
Gitanjali_: I have gone through your issue and would definitely help you in resolving it.
Gitanjali_: Please, allow me a minute to check for the information.
[my_name]: Thanks
Gitanjali: You are welcome.
Gitanjali_: I would like to inform you that the scan removes only those files which can cause issues to the system.
[my_name]: That's incorrect
Gitanjali_: Would you please confirm if you have run Norton Power Eraser?
[my_name]: Antivirus software is known to have false positives
[my_name]: I would like to restore these files
[my_name]: All 300+ of them, without have to find out which folders they were in and manually performing it
[my_name]: Symantec made a tool to do that already for Endpoint Security (in the link I posted above). How can I perform the same actions for Internet Security
Gitanjali_: You can check al the files which have been removed in the History from the User Interface of the product.
[my_name]: I've already done that. I'd like to restore all of them
Gitanjali_ [my_name], you can restore the files from there. Would you like me to guide you through it?
[my_name]: No, I know how to do that. I don't want to do it 300+ times because Norton scanned a network drive
[my_name]: How can it be done so all of them are restored within either a few clicks, or a few commands through the command line?
Gitanjali_ I haven't seen a response to my last message.  Have you received it?
[my_name]: No, I know how to do that. I don't want to do it 300+ times because Norton scanned a network drive
[my_name]: No, I know how to do that. I don't want to do it 300+ times because Norton scanned a network drive
[my_name]: How can it be done so all of them are restored within either a few clicks, or a few commands through the command line?
Gitanjali_: Due to a technical issue, I was not able to get your messages.
Gitanjali I really apologize for that.
[my_name]: That's bull**bleep**
[my_name]: This uses TCP-based communication
[my_name]: Everything you've received is reliably sent and received
[my_name]: This isn't a phone call where you can pretend you didn't get the message
Gitanjali_: [my_name], I really apologize for the inconvenience.
[my_name]: Answer my question or get someone who can
Gitanjali_: I would like to inform you that it is not able to restore all the files at a time.
Gitanjali_: You need to restore them one by one.
[my_name]: I understand if you don't know the answer, and that's fine, but someone should know
[my_name]: How'd you come up with your answer?
Gitanjali_: [my_name], the restore can be done one at a time.
[my_name]: I know that, but for 300+ files? There's a solution for SEP - how can I do it for Norton Internet Security?
Gitanjali_: It is not possible to restore all of them in one go.
[my_name]: Here's the link again: http://www.symantec.com/business/support/index?page=content&id=tech150607
[my_name]: That tool restores all of them in one go
[my_name]: and it's made by Symantec
[my_name]: The option is SEPQuarantineTool.exe /RestoreAll
Gitanjali_: I really apologize as it is not possible with Norton Internet security.
Gitanjali_: No feature is available with the product to restore all of them.
Gitanjali: If you want to restore all of the files, please restore them one by one.
[my_name]: How do I get a hold of your supervisor, or a tech in the US?
Gitanjali_: [my_name], I can connect to my Supervisor if you would like.
Gitanjali_: Would you like me to go ahead and connect to him?
[my_name]: Yes, please do
Gitanjali_: Please allow me few minutes as it may take sometime.
Gitanjali_: In the meanwhile, may I go ahead and take the remote session of your system to check the issue so that I can resolve it?
Gitanjali_: If it doesn't get fixed, I would surely connect you to the Supervisor.
[my_name]: I don't think so. I'd rather not have someone who tried lying about not seeing "a response to my last message," RDPing into my system.
[my_name]: Thanks though
Gitanjali_: [my_name], please allow me few minutes.
info: Please wait while I transfer the chat to Varun_Chokhras.
info: You are now entering the chat room. 

 Welcome to Norton Support, my name is Varun_Chokhras.  Please give me a minute to go through the information you have provided. 
Varun_Hello [my_name], my name is Archit Pitaliya.
Varun_: Floor Supervisor.
[my_name]: Why does your display name say Varun Chokhras?
Varun_: Sorry, it was already copied on the clipboard, you are connected with Varun Chokhra.
Varun_: Apologize for the typo.
[my_name]: What "clipboard?"
Varun_: Sorry for the inconvenience, this is the floor supervisor's stations and I am Varun Chokhra.
[my_name]: I see you guys are just transferring me from one person to another. I certainly don't believe your a supervisor. I'll just report this entire chat to the forums and give Norton a call.
Varun_: I certainly understand your point but I can assure you that you are chatting with a Supervisor right now. The name was already copied and mistakenly I pasted that name. I apologize for that.
[my_name]: So what is the purpose of you guys copying each other's names and introductions for these chats then?
Varun_: I was not copying the name, I was copying the case number but I did not know that the other name was already copied from an other document. It was a typo and I sincerely apologize for that.

[edit: Please do not post identifying information per the Participation Guidelines and Terms of Service.]

Replies

Kudos0

Re: Live Chat rep attempts to end chat, lies, then transfers me. Then they start calling me...

"[my_name]: No, I know how to do that. I don't want to do it 300+ times because Norton scanned a network drive"

You could add the network drive or path to NIS exclusions.
Open NIS, Settings, Computer, Antivirus and SONAR Exclusions;
Items to Exclude from Scans > Configure+ Add Folders, Locate the path you want to exclude and click OK (If there are sub folders add a check mark below the path). Click Apply and OK. Click OK again to close the settings window.
Items to Exclude from Auto-Protect, SONAR and Download Intelligence Detection > Configure+ Add Folders, Locate the path you want to exclude and click OK (If there are sub folders add a check mark below the path). Click Apply and OK. Click OK again to close the settings window.

Apparently you didn't like the answer given;
"Gitanjali_: It is not possible to restore all of them in one go.
Gitanjali_: I really apologize as it is not possible with Norton Internet security.
Gitanjali_: No feature is available with the product to restore all of them.
Gitanjali: If you want to restore all of the files, please restore them one by one."

As chat support said it's not possible with NIS. Just because it's possible with another Symantec product doesn't automatically make it possible with all products.

Windows 10 Pro 64-bit / Norton Security v.22.9.x
Kudos0

Re: Live Chat rep attempts to end chat, lies, then transfers me. Then they start calling me...

Under: Settings >Computer > Computer Scans

There is a setting to disable network scans.

There is no tool for Norton products to restore files from quarantine.  Maybe because the products do not have the shortcommings of the Symantec products that require an additional tool.

Perhaps it's faster to disable the network scans and restore the files from a backup instead.

Dave

Kudos0

Re: Live Chat rep attempts to end chat, lies, then transfers me. Then they start calling me...

Hello

What is possible with a corporate tool is not always possible with a Home version of a product. Usually, the Corproate product has to be uninstalled first and then install the Home product..

Also sorry about your displeasure from your Symantec chat support experience.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NSBU 22.9.0.71 IE 11
Kudos0

Re: Live Chat rep attempts to end chat, lies, then transfers me. Then they start calling me...

SGFC,

I do respectfully disagree with you - if that was the answer they could have given to begin with, then I would have accepted that. After the rep began to not "receive" any messages did he lose credibility. At that point, it was already obvious he was attempting to close the ticket as quickly as possible. After I called him out on how it's impossible for him to "miss" messages with TCP-based communication, only then did he give me an answer.

What made it less credible was that he provided it within seconds of being called out. His answer wasn't based on research through Symantec's knowledge base - it was based on the easiest answer you could give to get a customer to shut up so they could close the ticket - "it is not possible with [insert product name here]."

Kudos0

Re: Live Chat rep attempts to end chat, lies, then transfers me. Then they start calling me...

Hey Dave,

Thanks for the info. I did end up doing this after the files were quarantined yesterday. This should prevent future issues I hope.

Thanks again.

Kudos0

Re: Live Chat rep attempts to end chat, lies, then transfers me. Then they start calling me...


technicascholar wrote:

SGFC,

What made it less credible was that he provided it within seconds of being called out. His answer wasn't based on research through Symantec's knowledge base - it was based on the easiest answer you could give to get a customer to shut up so they could close the ticket - "it is not possible with [insert product name here]."


I really don't think the chat support "technician" was out to get or intentionally lied to you. What would he gain from that? I don't think he gets bonus pay for closing out a problem as quick as possible.

As with most chat support the problem is the people answering aren't that informed. They may have solutions to frequent issues. But other than that they probably search for the solution in a data base of answers. It would've been funny to see the "technician" take remote access and unquarantine 300 files though.

Windows 10 Pro 64-bit / Norton Security v.22.9.x
Kudos0

Re: Live Chat rep attempts to end chat, lies, then transfers me. Then they start calling me...


technicascholar wrote:

I wanted to bring this to the attention of the community, and hopefully to the Symantec corporate team. This is simply inexcusable. I've attached the chat transcript with my information redacted. In chronological order, here's the "help" I've received so far:

  1. Began Live Chat to find a solution to my issue,,,,,,,,,,,,

Hi technicascholar,

   Sorry for your experience. I suggest you would have posted your query here in forums before you had a chat session. It would have saved you a lot of time and effort.

   I dont think the support team which dealed with your issue was wrong and neither I'm justifying them.

From the link provided by you, I think that small program work on the basis of :

 Qurrantine, scan qurrantined files when new definitions are received. If the file are reported negative, restore them.

This feature is essential in enterprise environment.

SEP can be used by normal users too as per symantec.

Comming to your issue, did you notice and understand completely what was given in the URL? As I understood it says that Admin submits a false positive from his area, receives an undate solving that false positive, and then uses that particular update to restore the qurrantined files.(Correct me if wrong)

In your case, its a home product, to be used in home environment rather than productive environment. Such products maynot have the features of business products. Was the detection named Suspecious or given any othe name like Infostealer or something?

I am sorry to tell you you will have to go through the hell process of excluding each of these 300 files from qurrantine to get them restored and excluded from future scans. Norton doe not scan its qurrantine upon every updation. (May be you wish to suggest it as a new featurein this forum, Product feature suggestion section)

Nb: I intend no offence to anybody by this post. I'm sorry if your feelings are hurt.

regards, CV | There is no ONE TOUCH KEY to security . Be alert and vigilant. . | Always have a Backup Plan!

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