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Kudos0

Customer Complaint - Remote Services

Hi!

I made a subscription renewal last night for my Norton 360.  I couldn't get the product activate correctly, so I used the Customer Chat Support which forwarded me to the Symantec "Log Me In" system.  The engineer remoted into my system and started making changes to my computer saying that it will help with activating Norton 360 successfully.  He went and modified some of my registry files, as I have Windows.   After that... he restarted and my Windows no longer boots and constantly goes into BSoD.  I am really upset with this and wanted to bring it up, as I contacted Customer Support Chat once again, but they denied that I never went to Customer Support.  I am really upset with this... I got a refund but still doesn't resolve the fact that my desktop is now out of commission.  This is incredibly upsetting.

Can anyone give me some pointers at how to address this issue and bring it up?

Replies

Kudos0

Re: Customer Complaint - Remote Services

Norton uses LogMeInRescue, and uses the portal www.norton.com/help or www.norton.com/link.

Kudos0

Re: Customer Complaint - Remote Services

Hello akumei4th

Sorry to hear about your problem. How did you contact Norton Chat Support? I'm asking because there are a lot of companies out there which pose as Norton Support, but they are not the official chat support.

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: Customer Complaint - Remote Services

This link IS.  http://www.norton.com/chat

Try that one.

Windows 10 Home X 64 Norton Security Premium Current
Kudos0

Re: Customer Complaint - Remote Services

That is the link that I used.  I went through their chat system which also ended up giving remote access to one of their engineers.

I got to that through Norton's site at https://manage.norton.com/ManagementHome .  I went through their "Get Help" which led me to https://support.norton.com/sp/en/us/home/current/contact-chat.  Which is the same link that you have supplied.

I had to go and do a disk recovery with my Windows 7 disc, but this whole process caused me a lot of unnecessary stress.

Kudos0

Re: Customer Complaint - Remote Services

...so, is official support contracting with questionable third party support... ?

...confused why official support has no record of official support case... ?

Kudos0

Re: Customer Complaint - Remote Services

Yeah... You're telling me.   I opened the case and chats in all of the right channels but they denied the fact that I had opened any cases.  It's rather stupid and upsetting...

Kudos0

Re: Customer Complaint - Remote Services

...do you have case ID numbers...(don't post here)...maybe staff will take interest in your issue...

...I'd like to know what happened....!

Kudos0

Re: Customer Complaint - Remote Services

Akumei,

Please pursue this.  A fairly similar thing happened to me awhile back.  I never was told what happened or even what may have happened, but that episode is why I will never trust any customer support again and will never give remote access to anyone, including legitimate support.    

Kudos0

Re: Customer Complaint - Remote Services

Hello akumei4th & wha

Issue has been flagged to Norton's attention. 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: Customer Complaint - Remote Services

Hello akumei4th & wha

Yeah, I'd really like to know if Norton official sponsored support is simply a portal ...where you may end up with no name support contractor.   That might explain user reported varying support experiences...  

Kudos0

Re: Customer Complaint - Remote Services

Hello akumei4th

Has Norton staff reached out to help you ... ? 

Kudos0

Re: Customer Complaint - Remote Services

Hey!

No they have not.  I gave up on them.  I fixed my system with the Windows 7 Installation disk using the repair system tools.  I've also switched to use AVG and other more efficient security services.  

Kudos0

Re: Customer Complaint - Remote Services

akumei4th:

Hey!  No they have not.  I gave up on them.  I fixed my system with the Windows 7 Installation disk using the repair system tools.  I've also switched to use AVG and other more efficient security services.  

Thanks for update ~ Sorry, for your experience.  Best of luck.  Cheers

Kudos0

Re: Customer Complaint - Remote Services

Hello

Norton has informed me that they are looking into this situation. Sorry about your situation.

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: Customer Complaint - Remote Services

Always have a backup plan guys, you dont know when it comes to you...
Usually, I havent heard Norton CSRs asking permission to do modifications after being let to remote in..... May be they must ask you to take a backup or do it for you.
regards, CV | There is no ONE TOUCH KEY to security . Be alert and vigilant. . | Always have a Backup Plan!
Kudos0

Re: Customer Complaint - Remote Services

So, I guess.  We'll never know

Kudos0

Re: Customer Complaint - Remote Services

They've never asked for anything nor have they contacted me further..  Nor did they do a backup restore point.  When I restored my system using the Windows Disc, no restore points at that time were locate-able.

Yeah... I dunno... Kinda given up on Norton's services...

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