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Kudos1 Stats

False Positive Detection for Bing 7 13 18

You guy's did a crap job of handling this situation yesterday. I spent 1 + hours on hold waiting for phone support & nearly that for Live Chat. There was very little public availability of information acknowledging a problem or your plan/timetable for a fix. The relative size of the Bing community may be small, but this is still an epic fail for a company that's supposed to be the gold standard in Internet Security.

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Replies

Kudos0

Re: False Positive Detection for Bing 7 13 18

Hmm, I first learned of "Bing" issue > Posted: 13-Jul-2018 | 7:18PM 

I learned of "Fix" > Posted: 14-Jul-2018 | 3:38AM
https://community.norton.com/en/forums/false-positive-detection-bingcom

Kudos > "You guy's". 

Cowaw68:
You guy's did a crap job of handling this situation yesterday.

Hmm, what would Cowaw68 want "You guy's" do better.    

Please rate your experience with Norton.
https://gen3.opinionlab.com/v1/comment_card?referer=http%3A%2F%2Fin-product.norton.com/main/en

Kudos1 Stats

Re: False Positive Detection for Bing 7 13 18

Cowaw68. Take into consideration there are geological time zone differences between the US and other countries. Mainly India as well as the Philippines where most of the support folks are located. Couple that with a coming weekend, people going home. FWIW!! No company can just fix any issue by clicking their heels and make things right in a flash. Given the time taken to identify the issue, QA the fix and release it personally Norton got a passing grade from me. We all do have our opinions!!

Cheers

"From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Home / Professional x 64 version 1903 / build 18362.295 / N360 Deluxe 22.18.0.213 / Norton Core v.282 on Android 2.00
Kudos0

Re: False Positive Detection for Bing 7 13 18

bjm_. From an internal engineering/programming POV – nothing. From a customer service POV, all that was needed was needed was a simple ‘We are aware that some users are receiving false positive alerts when using Bing. We are working to address the situation and hope to have it resolved shortly’ message - like the ones that say cable companies use when there’s a service outage – would have gone a long way to reassuring understandably anxious users and cutting the volume of calls that those customer support agents around the globe had to field. These comments are meant to be constructive toward the whole of Norton building better ‘wholistic’ responses in future.

Kudos1 Stats

Re: False Positive Detection for Bing 7 13 18

SoulAsylum. No doubt, the engineering/programming teams responded and achieved a result very quickly. But, IMHO, the tactical win is offset by a strategic loss to the overall Norton customer/user experience.

Kudos0

Re: False Positive Detection for Bing 7 13 18

FWIW ~ by my experience False Positive Detection for Bing 7 13 18 is not an epic fail nor a strategic loss to the overall Norton customer/user experience.    YMMV


If you think Norton has erroneous detection, you may help thru https://submit.symantec.com/false_positive.

Kudos1 Stats

Re: False Positive Detection for Bing 7 13 18

The problem is from a customer service perspective. As soon as this became known to Norton, there should have been a very easy to find NOTICE "We are aware of this BING False positive issue and are fixing it right now".  This kind of story which affected people all over the globe should have been a news item that was searchable on Google. No info was ANYWHERE to be found, and I waited almost 2 hours just to chat with someone, and held on the phone as well where NO ONE Answered. I even contacted Microsoft, and they had NO INFO on this issue.  Instead of letting customers hold for hours, a notice could have been given that we didn't have to waste our time, with a simple instruction on how to install the patch.  They didn't want to to admit there was a problem. After holding almost 2 hours, my tech tried to tell me they "JUST FOUND OUT ABOUT IT", when it had been going on for hours!  They had already come up with the update. Just saying it could have saved both the customer's and tech support's time. In the future, put a recorded message on tech support to say you are aware of this issue, but to hold if calling about something else.  Pretty easy to do. Thanks.

Kudos0

Re: False Positive Detection for Bing 7 13 18

Or, look in Norton Community.  

SecurePC - Posted: 13-Jul-2018 | 8:27PM <here>

You may also subscribe to Community board(s) and know issue(s), sooner.  
 

Kudos1 Stats

Re: False Positive Detection for Bing 7 13 18

Well, we have no way of knowing that's what we should do or even how to do it. A simple recording on tech support saying you are aware of the issue would be an immense help and huge time saver for everyone, and wouldn't tie up your lines. People want to know that you are aware of an issue. Letting people hold for hours does no one any good. Put a notice of the issue on your website at least, or issue a press release. Any of these things would keep people from tying up your phone lines. Just instruct us to a link or tell us do do an update. That's all.  Thanks.

Kudos0

Re: False Positive Detection for Bing 7 13 18

jallan12:  Well, we have no way of knowing that's what we should do or even how to do it. A simple recording on tech support saying you are aware of the issue would be an immense help and huge time saver for everyone, and wouldn't tie up your lines. 

I hear ya'. 

Please rate your experience with Norton.
https://gen3.opinionlab.com/v1/comment_card?referer=http%3A%2F%2Fin-product.norton.com/main/en

If you think Norton has erroneous detection, you may help thru https://submit.symantec.com/false_positive.

....and now, ya know.  When Norton speaks to you.  You may always look to Norton Community, for help. 

Regards w Respect

Official Response: https://community.norton.com/en/forums/false-positive-detection-bingcom

Kudos0

Re: False Positive Detection for Bing 7 13 18

bjm_. So you’re really not getting this. It sounds like you’re in engineering/platform development which is just one piece of the Norton company. Jallan articulated the situation and mis-steps much more fully and better than I was able to. 98% of your User/Customer/Installed Base are not tech professionals – and they shouldn’t need to be to rely on your product. The Intrusion Attempt alerts were coming fast and furious – I got 30 in under an hour – most of them while I was online searching Norton Support tools and waiting for online chat support.

The steps Jallan outlines are exactly correct and any early stage start-up would know how to execute – Re-do the outgoing Customer Phone Service message; ditto the automated chat function; post an alert on the main Norton Home Page (or at the very least the Norton Security Homepage); and allow the free flow of information about the situation without hiding behind the Norton PR Firewall – this is customer service 101.

It is shocking that a company as large and longstanding as Norton doesn’t get that. I know it’ll be on my mind when subscription renewal time comes around. The loss of one, 2 or even 249 customers probably means nothing to you. But it is something that any genuinely customer-centric company would exercise every best effort to avoid.
Respectfully

Kudos0

Re: False Positive Detection for Bing 7 13 18

I hear ya'.   Maybe, post feedback here > https://community.norton.com/en/forums/product-suggestions

Norton may not satisfy all user, all the time.  
Regards w Respect

We'll hope, Symantec/Norton staff address your concerns.  

Kudos0

Re: False Positive Detection for Bing 7 13 18

Hi @Cowaw68,

Just for the record, unless someone who is posting here has either an "Employee" or "Admin" tag  after their username they / we are not Symantec employees, we're just users of Norton products like you posting here trying to help out where we can.

Cheers!

A little bit of knowledge is... well a little bit of knowledge.

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