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Kudos0

Worse support I have ever experienced

Posted: 17-Jan-2023 | 12:18PM · 8 Replies ·

I contacted chat support because I cant login to screen care. 3 times they said they didn't see my response to them. basically chat is down at norton. The AI "please go away" was so far off its even more upsetting. I tried fb and the "rep" couldnt understand that screen care is your product. I had to direct them to your page. 

Whenever I log into screen care , it just keeps making me login again in a loop. Please how would I know that wasnt logged in? Your policy says you must be logged in to make a claim. 

Replies

Kudos0

Re: Worse support I have ever experienced

Posted: 17-Jan-2023 | 12:58PM · Edited: 17-Jan-2023 | 1:34PM · Permalink

Hi beachdave:
I'm not familiar with Screen Care.  Curious, 
What's Screen Care login page? 
Does Screen Care login use your Norton account login creds?
Your device is already registered? 

Norton Screen Care
Mobile phone screen repair reimbursement at no extra cost* for our members
Offer available only to members enrolled in an active automatically renewing subscription
Confirm your subscription is active on the My Subscriptions tab. Once your subscription auto-renews, you’ll be eligible to receive the Norton Screen Care Offer. Not available or valid in Florida and Wyoming.

https://us.norton.com/norton-screen-care

FAQ: Norton Screen Care
https://support.norton.com/sp/en/us/home/current/solutions/v130789673

Norton Screen Care coverage
https://support.norton.com/sp/en/us/home/current/solutions/v131838971

Norton Device Care
https://us.norton.com/products/norton-device-care

Caveat: I have no experience with Screen Care or Device Care. 

Kudos0

Re: Worse support I have ever experienced

Posted: 17-Jan-2023 | 1:13PM · Edited: 17-Jan-2023 | 1:16PM · Permalink

beachdave:

I contacted chat support because I cant login to screen care. 3 times they said they didn't see my response to them. basically chat is down at norton. 

FWIW ~ as test: Chat Support (from my location) from W10 - Edge browser

Please clear browser cookies n' cache.
Maybe, try another browser. 
Please turn off VPN.
Please Sign In your Norton account.
Please allow all Norton pages content.
Please allow all Norton cookies/ads/scripts/frames/trackers/beacons.
Please allow all Norton pages content that may be blocked by browser extension/s or built-in browser protection/s. 

  • In Chat dialog click "Manage my account" -> click "Something else" -> type "Live Agent"

What's your geo-location/country?  Are you United States?
Maybe, I can post Norton Support phone number, if you want. 

  • Please confirm Windows Fast Startup is off. W10 [here] W11 [here]
Kudos0

Re: Worse support I have ever experienced

Posted: 17-Jan-2023 | 3:32PM · Permalink

This was a joke right? Are you AI ? LOL 

Kudos0

Re: Worse support I have ever experienced

Posted: 17-Jan-2023 | 3:44PM · Permalink

beachdave:

This was a joke right? 

No joke.   

Kudos0

Re: Worse support I have ever experienced

Posted: 18-Jan-2023 | 1:51PM · Permalink

It all the more reason to switch to Malwarebytes. In my view Norton doesn't offer support. Just canned responses which don't address any issue. Answer me this which browser does Screen care use? How would I know? Do you know it's an android app? 

Kudos0

Re: Worse support I have ever experienced

Posted: 18-Jan-2023 | 2:46PM · Edited: 18-Jan-2023 | 3:26PM · Permalink

beachdave:

Do you know it's an android app? 

Now I do after reading:

Activate Norton Screen Care, a part of the Norton Device Care app.
Download the app and register your phone. 

https://us.norton.com/norton-screen-care 

Sorry for my earlier replies. 

Kudos0

Re: Worse support I have ever experienced

Posted: 19-Jan-2023 | 6:16AM · Permalink

I can't find out how to get in touch with a Norton technical person at all - have wasted hours trying. There was once a chat on line facility. I want to change my licence from 3 devices to just one. So I'm simply having to let Norton elapse. Nowhere can I find an answer to this question: how do I do it? Nowhere can I email. (UK user).

Kudos0

Re: Worse support I have ever experienced

Posted: 19-Jan-2023 | 6:34AM · Edited: 19-Jan-2023 | 6:42AM · Permalink

ivory:

I can't find out how to get in touch with a Norton technical person at all - have wasted hours trying. There was once a chat on line facility. I want to change my licence from 3 devices to just one. So I'm simply having to let Norton elapse. Nowhere can I find an answer to this question: how do I do it? Nowhere can I email. (UK user).

Norton Official Support is thru Chat or Phone.  No email. 
~ Contact Norton Support  


You can also try Facebook or Twitter. There are links at the bottom of these forum pages.