I initiated tech support chat with a question regarding the Software Updater option/feature that was present on one of my computers but not on the others - chat session #[Removed].
First I got a request from the technician to access my computer remotely to attempt to fix my problem. I did not agree since I am a Windows app developer and have sensitive information on all machines.
Then I was instructed to reinstall Norton (of course, what is new). I did that and nothing changed. I initiated another chat and I was asked again for permission to access my machine to reinstall Norton. After I told that I have already done so, I was informed that the case was escalated and somebody will call me within 24 hours. Of course, nobody called within 24 hours, and eventually, I received a call on 3/29.
Fors of all I had to explain from the beginning what is my problem and the first response was to access my computer. When I did not agree with that the answer was that nothing else can be done to solve the problem. I asked why is accessing my computer is so important. The answer was that she would have to troubleshoot. I asked what would be the first step of this troubleshooting and informed her that I am a Windows developer. She was insistent on being connected to my machine. After I asked her to transfer this call to the supervisor, she stated that there is no supervisor. Finally, I asked for the name or any other form of identification she hung up on me. I have to admit the fact that I could hardly understand her English
Why is it always a case that the first attempt to fix the problem is to reinstall Norton? Why request remote access when the only problem is that some option is missing? I am unable to find any contact info, so I can get in touch with customer relations or submit a complaint. Is there anybody who knows?