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Kudos0

How the hell do I get Norton's attention?

Posted: 02-Oct-2021 | 6:55PM · Edited: 02-Oct-2021 | 6:57PM · 25 Replies ·

I have been trying for over 6 months to get a simple issue resolved but it has defeated the Norton tech teams and they've gone silent.  I have had the same case number all that time. I have sent feedback forms.  I've been online in chats to the support team and made phone calls to them and in each and every case the person (invariably unable to help at the time) replies that my issue will be elevated and that the tech team will call me.  They make solemn promises, broken every time.  I have a stack of chat printouts going back to the start.  They haven't called for 3 months.  I've made four or five approaches during that time.

They've extended my subscription for free but that doesn't help as my main computer is unprotected.

What on earth can I do to get them to talk to me?

Can someone suggest another product I might use?  I'm just about through with Norton and their lack of support.

I have a 10 year old iMac with up to date software and I've been unable to load the Norton 360 for at least the last 6 months.  The tech teams have taken control of my computer and they can't do it either.  The program downloads normally but then stops during installation and tell me it's failed.  I have three other Apple items all running 360 successfully.  

Labels: Norton Security for Mac

Replies

Kudos1 Stats

Re: How the hell do I get Norton's attention?

Posted: 02-Oct-2021 | 7:10PM · Permalink

We'll try to call attention.  

Kudos0

Re: How the hell do I get Norton's attention?

Posted: 02-Oct-2021 | 7:39PM · Permalink

Thanks 

Kudos0

Re: How the hell do I get Norton's attention?

Posted: 03-Oct-2021 | 2:41PM · Permalink

I'm not familiar with Mac OS versions, so this may or may not apply to your situation with a 10 year old system.

 From the system requirements for Norton 360...

Mac® Operating Systems

Current and previous two versions of Mac OS.
Features not supported: Norton Cloud Backup, Norton Parental Control, Norton SafeCam

Does your OS version meet this requirement?

Kudos0

Re: How the hell do I get Norton's attention?

Posted: 03-Oct-2021 | 6:42PM · Permalink

Thanks for the suggestion.  I have to admit I'm not tech nerdy at all so I just expect things to work as advertised.

I have the current Mac OS Catalina 10.15.07.  I have never been able to use Norton Cloud Backup.  Not sure about the other two on the iMac as I never would have used them when 360 was working.

In any case, the Norton tech team have taken control of my iMac a couple of times and so they know all about it.  I'm presuming I'm not the only one in the world who has an iMac running up to date OS, but they can't seem to figure out what's blocking the installation.  They've tried several things whilst I watched but without luck.  It cannot be that difficult to fix.  It just needs them to work on it but they've lost interest and gone silent.  

I really just want them to fix it and for that they have to keep trying whilst they have control of my computer.

Kudos0

Re: How the hell do I get Norton's attention?

Posted: 04-Oct-2021 | 8:46AM · Permalink

The cloud backup is only available on a Windows OS device.  You can see this by visiting https://us.norton.com/products/norton-360-deluxe?inid=nortoncom_nav_nort...   and scrolling down to the bottom for footnote # 4. 

The installation issue I cannot help with. Hopefully others here can get you some help.

Kudos0

Re: How the hell do I get Norton's attention?

Posted: 04-Oct-2021 | 4:00PM · Permalink

Thanks.  I was aware of that.

Kudos0

Re: How the hell do I get Norton's attention?

Posted: 04-Oct-2021 | 10:15PM · Edited: 05-Oct-2021 | 7:59AM · Permalink

If anyone has contacts in Norton, my case number is [xxxxxxxx].

What case number are they up to now, I wonder.

[Edit: Masked case ID to conform with the Participation Guidelines and Terms of Service]

Kudos0

Re: How the hell do I get Norton's attention?

Posted: 05-Oct-2021 | 8:09AM · Permalink

Support cases are not handled in any specific order. They are just created as a method to continue the same issue for a given user instead of just starting all over again.

Was there any other change to your system around the time you started having issues with Norton?

Kudos0

Re: How the hell do I get Norton's attention?

Posted: 05-Oct-2021 | 5:29PM · Permalink

Sorry, I was not aware that case numbers weren't allowed.

I can't remember any specific changes.  I'm not very tech savvy so just do updates as they come in and those are the only things I change.  Norton was still installed but just wasn't working.  I ignored it for a while hoping it would fix itself but eventually thought I would reinstall it.  So I tried doing that and it has failed to load ever since.

Kudos0

Re: How the hell do I get Norton's attention?

Posted: 07-Oct-2021 | 6:35AM · Permalink

My attempt to get a reaction from Norton isn't working.  

Can anyone suggest an alternative software please?

Kudos0

Re: How the hell do I get Norton's attention?

Posted: 07-Oct-2021 | 7:32AM · Permalink

What exact iMac model do you have? When I tried to search for installing the latest OS on a 10 year old Mac, I got inconclusive information. Some info said yes, others said no.

If you want suggestions for other products, you should do some online research. This is a Norton forum. 

Kudos0

Re: How the hell do I get Norton's attention?

Posted: 07-Oct-2021 | 8:42AM · Permalink

Thanks Peter. Actually late 2013 iMac after checking.  Screenshot of details attached.  

I simply respond saying that Norton Tech members at Level 2 have taken control of my computer a couple of times and uploaded lots of relevant data.  I would have presumed they were smart enough to check my computer for compatibility.  360 was working previously but stopped for some reason so I decided to reload it.  As I've said I'm just a user and not technical about Macs or Norton and I'm getting desperate for a response from Norton as they've promised to do so often but don't.  

I rang two weeks ago and was solemnly promised again ... silence.  I sent feedback a week ago ... nothing.  So I started here hoping to provoke a response.  I want them to provide an answer even if it's that they can't fix it, hence my request for another software, because my problem has them totally stumped and they are fixing easier problems.  I wouldn't recommend Norton if it won't load on an ordinary computer and their techies can't figure it out.  Everything else works on my iMac.

I have had one and only one email dated 26 May 2021 from Alex Tang, Norton Escalation Team.  He said among other salutations etc,

"Please know that this issue has been logged and is being investigated by our Engineers. Though there is currently no estimated timeframe for when the fix will be released.   Once our Engineers have a fix in place, which may take up to a few weeks. Please try installing the updated version then, as the fix will be released automatically to resolve this issue."  

I've tried lots of times since to reinstall hoping the "fix" was in the latest version but it stops at the same place.  I've emailed back several times with no response.  His "few weeks" estimate is looking markedly optimistic.  Why can't he email me again and advise me of the situation?  How many others have ever had such an issue?  

File Attachment: 
PDF icon Screen Shot 2021-10-07 at 23.11.20.pdf
Kudos0

Re: How the hell do I get Norton's attention?

Posted: 07-Oct-2021 | 10:07AM · Permalink

When you are reinstalling, are you downloading a fresh copy from your Norton Account each time.  Just installing the same version you may have downloaded will not get any new version.

I'll escalate this thread to see if we can get any help for you.

Kudos0

Re: How the hell do I get Norton's attention?

Posted: 07-Oct-2021 | 11:44PM · Permalink

Thanks again, Peter.  I appreciate the escalation if you can do that.

I've been loading fresh downloads every time.  Norton tech teams when they have control, wipe all previous Norton files.  I've tried a few times since but the installation fails at the same point.

Kudos0

Re: How the hell do I get Norton's attention?

Posted: 22-Oct-2021 | 7:01AM · Permalink

I rang and actually got through to speak with a Tech Team member Level 2 tonight. Normally they promise to call back but don't, so getting through was a surprise. He checked back on my records and found this case had been elevated to Level 3 - so he couldn't help further. I didn't know because they hadn't advised me and my last previous chat with Level 2 was on 24 Jun. He did, of course, apologise and make promises. I shall see. So how's that for service? Level 3 have had my case for four months and done nothing, not even a message that the case had been elevated and that a new team was "working on it" - more likely kicked aside and filed in a pending tray forever. I'm not happy. Can anyone help to raise my case with actual Norton staff please? I'd love them to email me and tell me what's happening. All I want to do is install 360 on my iMac where it was working well for years. What's so hard about that? Seven months and still counting for an answer.
Kudos0

Re: How the hell do I get Norton's attention?

Posted: 22-Oct-2021 | 7:20AM · Edited: 22-Oct-2021 | 7:22AM · Permalink

CGJones:
Can anyone help to raise my case with actual Norton staff please? 

We'll try to call attention.  No promises.  Sorry. 

Kudos0

Re: How the hell do I get Norton's attention?

Posted: 22-Oct-2021 | 5:43PM · Permalink

Thanks, bjm_

Kudos0

Re: How the hell do I get Norton's attention?

Posted: 12-Nov-2021 | 8:43AM · Permalink

anything for the mac os does not work only iPad or iPhone stuff, i run mac os catalina, norton stopped working about a month ago, not worked since, no one ever answer s phone or chat, i think an hour plus wait for them is enough.

just screwing users over even after they paid for service

Kudos0

Re: How the hell do I get Norton's attention?

Posted: 12-Nov-2021 | 3:34PM · Permalink

Thanks Steven. That’s interesting but why would Norton tech staff try to install 360 on my iMac if they know it doesn’t work? 
 

Others here must be using 360 on their iMacs.  Can anyone else confirm this please?

Kudos0

Re: How the hell do I get Norton's attention?

Posted: 16-Nov-2021 | 9:49AM · Edited: 16-Nov-2021 | 10:35AM · Permalink

I had 306 and it started 'pending' rather than working properly on my iMac so I closed that account and purchased a new 306 package.  I now can't get 306 to install on my iMac at all.  Its 10.11.6.   It has installed OK, very smoothly, on my MacBookPro and on a PC laptop.   It is very worrying because I use the iMac most of the time.  As far as I can see there are now no old Norton files in my system (I have binned them) - and the Norton for Mac remove files doesn't download properly so can't use that to triple check.   If anyone has a solution I would be very pleased to know! PS - I copied and pasted into a Word doc the Norton log - I can't upload here because it includes my address and unfortunately I'm not a coder - but if anyone who has same issue is a coder then maybe they can deduce something from their Norton log?  It does appear to report various errors etc ...

Kudos0

Re: How the hell do I get Norton's attention?

Posted: 17-Nov-2021 | 12:03PM · Edited: 17-Nov-2021 | 11:51AM · Permalink

I think I have redacted sufficiently my copy of the Norton log (attached) - if not then please Admin remove.  Surely are some clues in this?  Says that "A higher version of the product is already installed"  but if it did find one then I don't know where its hidden or what it is  ... ! 

File Attachment: 
PDF icon Norton log redacted.pdf
Kudos0

Re: How the hell do I get Norton's attention?

Posted: 18-Nov-2021 | 11:16AM · Permalink

PCMag : "now that Monterey (12) is out, you'll need Catalina (10.15) or better "
https://uk.pcmag.com/antivirus/550/norton-360-deluxe-for-mac

Is this correct? If so why doesn't Norton say so before one pays nearly a hundred UK£ ???

Kudos0

Re: How the hell do I get Norton's attention?

Posted: 19-Nov-2021 | 10:30AM · Permalink

This information about the previous two versions of Mac OS is presented in the System Requirements on the UK Norton Web site.

Kudos0

Re: How the hell do I get Norton's attention?

Posted: 19-Nov-2021 | 1:50PM · Permalink

OK - fair enough!! (I guess if I'd seen that I might have realised)  - but how am I (just an everyday Mac-user customer) supposed to know what the current and previous two versions are / were??!!   I have had Symantec / Norton security for many years,  just assumed that it would go on being useful as long as I kept renewing ...  hey ho.

Kudos0

Re: How the hell do I get Norton's attention?

Posted: 10-Dec-2021 | 6:18AM · Permalink

I'm still waiting for the mythical Tech Team 3 to call me, email me, send me a letter, carrier pigeon or despatch an emissary by foot, or perhaps telepathy, because all I get is utter silence. This has to be the most disgraceful handling of a case ever. Month after month I get solemn promises that I will be called either within 48-72 hours or 24-36 hours. They NEVER do. The last call I received was in June. I rang the support number on 30 Nov and (after strident insistence) I got through to the shift supervisor at the call centre. He checked and noted the case was with team 3 and blithely assured me they would call. I said they never call. He said he would chase it up and PROMISED I would be called within the 24-36 hour period. Guess what? NOTHING. If Norton staff read this, you should feel utter shame at this treatment. Why make any promises? Why not just tell me not to be so stupid as to expect a product that I have paid for to work as advertised? Why not just laugh at me over the phone WHEN I CALL and say you've got my money and that's all you're interested in? Norton, you disgust me. I've said as much in feedback and provided my contact details many times "in case you need to get in touch with me" but you ignore that too. Can anybody reading this help by prompting Norton to honour their promises and CALL me please?
Kudos0

Re: How the hell do I get Norton's attention?

Posted: 10-Dec-2021 | 6:18AM · Permalink

I'm still waiting for the mythical Tech Team 3 to call me, email me, send me a letter, carrier pigeon or despatch an emissary by foot, or perhaps telepathy, because all I get is utter silence. This has to be the most disgraceful handling of a case ever. Month after month I get solemn promises that I will be called either within 48-72 hours or 24-36 hours. They NEVER do. The last call I received was in June. I rang the support number on 30 Nov and (after strident insistence) I got through to the shift supervisor at the call centre. He checked and noted the case was with team 3 and blithely assured me they would call. I said they never call. He said he would chase it up and PROMISED I would be called within the 24-36 hour period. Guess what? NOTHING. If Norton staff read this, you should feel utter shame at this treatment. Why make any promises? Why not just tell me not to be so stupid as to expect a product that I have paid for to work as advertised? Why not just laugh at me over the phone WHEN I CALL and say you've got my money and that's all you're interested in? Norton, you disgust me. I've said as much in feedback and provided my contact details many times "in case you need to get in touch with me" but you ignore that too. Can anybody reading this help by prompting Norton to honour their promises and CALL me please?

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