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Kudos0

customer service

Your customer service SUCKS.I had a problem to talk over and tried to discuss it via email, at your convenience, and couldn't. Categories didn't fit, message too long, didn't have the serial number (but you do, I registered it). Email too restrictive. So I tried phone, 3 times, once for 10 minutes and twice for about 30 - 45 minutes. I don't have land line all I have is cell, and 'signal faded' eventually, so I had to start over. Think I should stand outside in the snow for an hour or more waiting on you clowns so the  signal doesn't fade? Tried to arrange a callback also, but I'm in Canada...

For the 2 hours of my time I've been trying to ask a simple question (and the anytime minutes I used on the cellphone) I could probably have bought the **bleep** product new (is that your goal?). All because your email was too restrictive so I couldn't use the method most convenient for you, and the phone method which should have been the most convenient for me was intentionally made incredibly inconvenient (actually, impossible).

I'm finished with you, I will never buy Norton again (and I've bought probably 15 times from you). Evidently you've gotten so big you don't think you need to keep customers (and even WalMart has good customer service, perhaps you need to rethink things). And I have to complain in a public forum you probably don't even monitor? Guys,  you've lost it...

Paul Precure

Replies

Kudos0

Re: customer service

Sorry for your experience...I am not justifing anything as I am just a user but most big company phone systems suck at one time or another...talking about my own ISP.Did you try the chat service?I found you have to wait and be patient when discussing your problem but it has worked for me.

http://www.symantec.com/norton/support/contact/contact.jsp?pvid=cs

What was the question by the way as we are user to user maybe a member has come across your problem?

Cheers Mo Windows 7 64 bit, NIS2013
Kudos2 Stats

Re: customer service

paul,

I'm sure you are frustrated from that experience but if you'd like an answer why not just ask here?

Symantec do more than monitor these forums as you would see if you scan some messages and notice the number of answers from people whose names are in red -- that are Symantec Staff. They not only answer our questions but listen to our complaints.

Please let us know what the problem was, what version of which Norton product it is and what version of Windows you are using. And of course tell us the problem and any error messages you may have gotten.

Once you identify the Norton product you will probably be moved to the related forum -- NIS/NAV, N360, Other Norton Products and so on but there will be a link here to the new location.

Hugh
Kudos0

Re: customer service

I lost my Internet Security 2009 disk (moved recently, it's probably in a box somewhere, spent hours looking for it and then on top of that, this...), it still has about a year of NAV updates available, can use it on 3 computers (had it on this computer before, but upgraded it right down to the motherboard when I moved). I don't want to buy another IS or NAV, I'm going to school and unemployed, I wanted to ask if I could download a copy; I must have registered the one I bought so I'm not stealing. I have the box, but not the disk and CD cover etc so I don't know the serial number, I bought it in a store not online...

Got 360 v. 3, but prefer to use NAV and Systemworks Pro, so I dumped that one and once I finally got XP to recognize my DVD drive again (and hooked up to the internet) I started looking for my Internet Security disk to get some protection on top of what my ISP modem provides. Now I figure I'm going to have to go Kapenski or whatever even though I should have a year of Norton left for this computer. If I can't download 2009 anymore I'm willing to make a deal on 2010 even though I don't want or need it, but first I NEED TO BE ABLE TALK TO SOMEONE. I'm starting to think maybe I should just stop doing business with them, and go for someone more user friendly. Pretty much the same way I feel about Microsoft; when I rebuilt I was really thinking about going with Linux and XP 32 bit as a dual boot; Linux (and Open Office) for day-to-day and XP for special purposes (because that's what all my software is geared towards).

It's the first time I've asked for this; while trying to find the disk I found NAV version 4 I think it was, SystemWorks 03 04 05 (multiple times, back then it was only for 1 computer) etc, frankly it's just good business for them to say 'OK, you have store credit, download it here, use this password, etc', but if I can't even fight my way through the red tape to find someone to ask, I have to figure 'shouldn't I stop doing business with these guys'? There are hungrier guys right behind them, and I'm willing to pay more for better service (and they charge LESS). What really bites is that I shouldn't have to pay anything, I already paid and Norton knows it.

Kudos1 Stats

Re: customer service

Hello paul

If you have a valid key, then you are entitled to a free upgrade to the same 2010 version. You've mentioned a few different Norton programs, and right now I don't know which one you are trying to get? If you have registered your Norton product, then you can go to https://www.mynortonaccount.com/amsweb/default.do?product_lang=EN and log in there and see what program you have currently registered and see if it's still good. From that, you can also get your key. Please tell us which program it is that you have a valid key for even if you don't know what it is. Please try to get to the equivalent address in Canada if the one I posted doesn't work for you there although I think it should still work there also. Thanks.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit 1903 Norton Core Security Plus 22.19.8.65 Core Firmware 288 Chrome latest version.
Kudos0

Re: customer service

That link works in Canada floplot. The user should have no problem.

Under certain circumstances profanity provides relief denied even to prayer.Mark Twain
Kudos0

Re: customer service

Thanx. What I wanted was Internet Security 2009, that was the disk  I can't find.  Saw the 'free upgrade to 2010' offer, doesn't that mean you have to have '09 on the system first? When I 'upgraded' my system months ago I put in new hard disk, memory, CPU, motherboard, case, etc (the old one was pretty bad, just wanted a faster CPU but the MB wouldn't take it etc etc). You'd have to look in pretty strange places to find any trace of the previous installation; the old hard drives are still in there... Had to get new OSs (tried XP 64 also), basically started over.

I'll go look on MyNorton, don't have my ID / password list handy, moved about the same time I upgraded, things are still in boxes. And I'll see about the '10 upgrade, who knows? I was really frustrated that night, you would think a big outfit like Norton would have a pretty easy way for you to contact them by email at least, and the phones? Geez...

Kudos0

Re: customer service

Hello paul

If you want to try email, you can do that also, but that will take longer and may not be as efficient either as the live customer chat is. I would really recommend the live chat though based on what other users have claimed.

Here is the email form if you want to try that route

https://www-secure.symantec.com/norton/support/contact/email/email_form.jsp?pvid=

If you are able to locate your key from the Norton account, then we can give you the link to download NIS 2010. You don't have to have 2009 installed on your computer. All you need is a valid key that hasn't expired. Some people who want the 2010 version buy the 2009 version because it is cheaper now and then just use the key from the 2009 version to activate the 2010 version. Please tell customer support though that you had to practically rebuild your computer, so they can count it as installed on one computer.

Hope this helps you and let us know how you are making out. We're here to help if we can.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit 1903 Norton Core Security Plus 22.19.8.65 Core Firmware 288 Chrome latest version.
Kudos0

Re: customer service

Thanx all. Got the key from MyNorton, and then tried the IS 2010 'upgrade' w/o 2009 installed. They asked for the key, and now it's up and running (over a year left on the NAV updates). Alls well that ends well.

Kudos0

Re: customer service

Glad it all worked out...mixing moving and trying to install NIS "any version" sounds like a dangerous combination I hate moving that is a lot of stress all in itself!!!

Cheers Mo Windows 7 64 bit, NIS2013
Kudos0

Re: customer service

Hello paul

I'm glad you got everything fixed up again and that we could help you out. Could you please mark the post which gave you the solution which will then mark the thread as solved.? After you do that, then anyone else who has a similar problem will be able to find the solution quickly. Thanks for coming back and letting us know how you made out.

Success always occurs in private and failure in full view. Windows 10 Pro 64 bit 1903 Norton Core Security Plus 22.19.8.65 Core Firmware 288 Chrome latest version.

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