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Kudos0

AVOID NORTON TECHINICAL SUPPORT

This is the worst customer service department in Canada. BY far. Not sure how they stay in business. A gentlemen yesterday told me to go pay for a local technician, another lady made me do the same step and restart my computer 25 times. You are dealing with a whole lot of people who don't know what they are doing. No one calls you back as promised. My computer was half working due to a virus, I called Norton for support, they told me to refresh my settings and now my computer is broken. This customer service team is a scam, you pay for a service you don't get.

I originally got the virus because they had removed Norton from my computer, then it got worse because they didn't know how to fix it. I was promised a call back to get help 2 weeks ago, I am still waiting for that call. The manager Louie pretended he never said that. The people are condescending. I now have a computer that doesn't even turn on properly. This is a publically traded company, this is embarassing. WHO CAN I SPEAK WITH IN CANADA OR THE US?

Replies

Kudos1 Stats

Re: AVOID NORTON TECHINICAL SUPPORT

Are you sure you were in touch with the official Norton Support? Can you please tell us how you contacted it? Thanks.

Windows 7 HP SP1 32-bit | Chrome 65.0.3325.146 | NS 22.12.1.15
Kudos0

Re: AVOID NORTON TECHINICAL SUPPORT

I am not wasting time with you guys anymore You have stolen too much of my time. I wanted to inform the other consumers of how awful this whole process was. 

TO ALL CUSTOMERS: I literally had to call head office to get help and get an executive escalation manager. DO NOT WASTE YOUR TIME WITH THE PHILLIPINES OFFICE including Louie, Sharry, Reynaldo etc. 

These people are a bunch of liars and they are incompetent. I spent 6 hours on the phone with them (got the number of Norton's website, I went through the waste of time chat) and in 5 minutes the guy from the executive team was able to help me. Instead of asking me if I'm sure I used the right support go retrain your employees on how to speak with your clients . 

You can view all my notes on my file since I\ve probably called 35 times. AND LOUIE IN THE PHILLIPINES SHOULD BE FIRED! AWFUL INDIVIDUAL!

Kudos1 Stats

Re: AVOID NORTON TECHINICAL SUPPORT

Hello MIchael Ra

We are not Symantec Employees, we are just users like yourself. We try to help customers with issues about their Norton products. We are Volunteers who spend their time trying to help other customers. There are many companies around who say they are Norton Techs, but in reality they are  not from Norton. These companies try to scam the Norton customers. These scammers often try to fix Norton issues, but end up ruining their computers or charge high fees to fix a minor issue. We were just trying to make sure you hadn't contacted a tech Support company like that.

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NSBU 22.17.0.183 Core Firmware 282 I E 11 Chrome latest version.
Kudos0

Re: AVOID NORTON TECHINICAL SUPPORT

THIS is the genuine Norton Support. http://norton.com/chat

Windows 10 Home X 64 Norton Security Premium Current
Kudos1 Stats

Re: AVOID NORTON TECHINICAL SUPPORT

Update: Avoid FAKE tech support and, at least, beware of this BackDoor.TeamViewerENT.1.

(Credit: Dr. Web)

Learn more?

PUP Hunter PRO: Just TRYING to save the world (U) from cyber threats, A single blog post, at a time, and ONCE & FOR ALL. (A fan of Nadia_Kovacs)
Kudos1 Stats

Re: AVOID NORTON TECHINICAL SUPPORT

I agree completely !

I purchased a subscription for 3 PCs for 2 years -- it expired after one year.  I contacted support via the official chat, and was connected with someone who told me that the issue was that I was that my subscription was using an email that was different than my version of Norton.  This is ridiculous, since it worked for a full year, and no professional software company should ever have such an idiotic check -- especially in this age when people have multiple emails and/or change emails.  Luckily, I still had the original email that showed I paid, and had the product keys -- but having the product key was worthless in dealing with the company.  Finally the person said that they had to create a new one-year subscription for me and then disconnected without helping me get it resolved.

Contacted chat a second time and the case number was empty, but luckily I saved a copy of the chat, and said that I needed help, but that guy told me that there was nothing that could be done.  When I said I wanted my money back for the year service that I was cheated out of, he told me that it was too late to request a refund.  So, I demanded to speak to a manager, and they said one would call me.

About an hour later I got a call, and he was asking me some details and I said I needed to log into my computer for the information, and started to, but he simply hung up and never contacted me again.

So, I got on both contact and phone support, to see which would be fastest.  It still took about half an hour before I got anyone, and they connected remotely to my PC and removed Norton, then started to download the software again.  This took a very long time, and was almost done, and then he disconnected, and never contacted me again.

So, I went ahead and installed the software on my own, and then went online to my account and found that they changed the product key and used that and got it working on my own -- after about 12 hours of trying to get help.

About a week later they contacted me to ask if everything was ok, and I told them I fixed it myself, and that I was warning everyone to never use a Norton/Symantec product ever again -- and that as soon as my paid service was over, I would never use them again.  He begged me to give them another chance and said he would look into the matter and find out what happened and would get back to me and try to make things right.  No word for several weeks, then he contacted me and simply asked if everything was ok -- and he had no further information and done nothing else, and was not prepared to do anything to try to rectify the whole situation, so I told him, they blew their chance, and after years of buying Norton/Symantec products for many computers, that I would never spend another penny on them, and would continue to warn everyone to choose ANY other anti-virus/security/etc product, than one from Norton/Symantec.

I cannot imagine how they stay in business with such terrible products/services/support -- hopefully they will not survive much longer, and will save others from going through this unprofessional nonsense, and undependable software/services/support.

I can prove every statement in this email !

Kudos0

Re: AVOID NORTON TECHINICAL SUPPORT

Hi @BobBourbon - I'm sorry to learn about your experience with our support and your description sounds incredibly frustrating. If you would be amenable, I'd like to find out what happened on our end to make sure this doesn't happen again. I've left you a Private Mail, which you can access from the Forum Inbox, located in the upper right header. 

Thanks,

Matt

Kudos1 Stats

Re: AVOID NORTON TECHINICAL SUPPORT

BOB thank you for your support on this. I have no time to waste with these guys. I contacted them in the States and this gentlemen by the name of Levi Smith has been super helpful. If you need his contact I can provide it. 

I have screenshots of what was said to me on chat and the conversations over the phone are supposedly recorded by Norton. It should  be embarrassing for an employee of Norton to tell me that I should go to the local technician and that is not even the tipping point. The manager by named of Louie out in god knows where was avoiding my calls. 

Regardless Levi Smith is a saviour for this company. I have never ever been so frustrated with a bunch of people in my life. 7 hours of wasting a persons time with condescending comments what a joke. 

I have names, times and screenshots to prove everything. 

Kudos1 Stats

Re: AVOID NORTON TECHINICAL SUPPORT

I was asked to put together feedback and send an email to the Executive Escalation Manager at Symantec. Here is my whole experience:

On August 3rd I had called Norton to let you guys know that my Google Chrome and my Norton Antivurus is not working. Upon further checking it seemed that Norton was removed from my account for the second time. This happened several months ago and I got an apology. Both times I contracted a virus. At first I spoke with someone who transferred me over to the virus protection team. I got on the phone with an individual by the name of Sherry

I spent about 1 hour and 30 minutes on the phone at that point and she was very condescending. To my understanding she works in the Phillipines office and reports to Louie. She had made me restart my computer over 15 times. In all fairness she had no idea what she was doing. 

Louie gets on the line and he tries to help me but gives up after a few minutes and says we need to do a reset of my whole system. I told him since I've spent 3 hours with them on the phone (1.5 hours went by between talking to Sherry and Louie) I need the night to back up my computer and if he can call me the following day at 1000am EST it would be great. He said that if it wasn't him someone would reach out from the team. 

I waited for almost two weeks till I called again on August 15th. I asked to get transferred right away but the guy who took the call decided not to read the notes on the file and waste my time. He kept me on the phone for 45 minutes with no help as we proceeded to do the exact same thing as before. Then I got transferred to the Phillipines office (Virus Removal Team); I got no apology for receving no call back and was actually told that Louie never told me that. He was sitting right beside the representative and was telling him that he wasn't there. I am not sure of the name of this person, possibly Rolando but he guided me through a few things on my computer which made it stop working completely. Absolutely everything was crashing after he helped me. He then proceeded to tell me to go to a local technician (great customer service) in a rude tone

At this point I lost my cool completely and decided to give it up for the night. I had spent over 6 hours on the phone with Norton and received no help. I tried again the next day through the chat and as you can see below, the employees at Norton do not read each others notes. I spent another 45 minutes on the chat before the guy decided to read my notes. All in all this was the most awful experience. I decided to complain to Symantec and let them know what was going on. I called and left voicemails everywhere and spoke to someone that said I would be getting a call from head office. Well **** that call was from you so I am grateful. I think you should pull all the calls on my file and hear how incompetent your employees are. I am very ignorant when it comes to computers hence why I use your service, but your employees need to realize that if its not them someone else will be nice to your clients because we are the business. The language barrier, the customer service, the tone of voice and the complete incompetency is unacceptable. If it wasn;t for you I would never use your service again and I would vow to make sure everyone I know never uses it again. I hope this helps. Please call me with any questions. 

Kudos0

Re: AVOID NORTON TECHINICAL SUPPORT

MIchael Ra,

Curious, did read Remote Session Terms and Conditions.

Kudos0

Re: AVOID NORTON TECHINICAL SUPPORT

Michael Ra,

Different company, same problem. If you call Comcast tech support you are automatically transferred to

someone in the Philippines. I won't tell you how much time I wasted. Finally, I got two toll-free numbers.

Based in Denver and Seattle. Level 2-4 technicians. Maybe a medium wait; but they've always come through.

Can you give me contact information for Levi Smith?

Here is what you said about the executive escalation manager at Symantec:

" All in all this was the most awful experience. I decided to complain to Symantec and let them know what was going on. I called and left voicemails everywhere and spoke to someone that said I would be getting a call from head office. Well **** that call was from you so I am grateful."

Or, contact info for the executive escalation manager at Symantec.

If I have a problem, I want the best contact numbers.

THANKS

Kudos0

Re: AVOID NORTON TECHINICAL SUPPORT

larryadams717:

Michael Ra,
If I have a problem, I want the best contact numbers.
THANKS

Me Too 

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