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Kudos0

Dissatisfied customer for multiple reasons...can you help?

Norton Team,

I've bought your online backup service 6-8 weeks ago to backup ~75 GBs worth of data (so yes, I bought an extra ~50 GB per year). Thusfar, I've struggled with using your service and have been very disappointed for the following reasons:

1. Slow 'Download-a-file' web page response - I initially uploaded thousands of pics (~60 GB) of data...and when I clicked File Actions / Download a File, the web page would NEVER render a directory structure showing files and directories (either IE, FF, or Chrome). This concerned me because how would I ever access this data if I really needed it?

2. Phantom Data Backed Up - As an experiment, I purged all of my data. So now....I have  0 files successfully backed-up on line, yet the sytem says I STILL have 34.25 GB used of 75 GB.

I am a multi-year customer on the Internet Security side....but frankly, I'd like my money back on this purchase. In lieu of online, I am going to be a TB external drive.

I'd appreciate a response.

Thanks.

Dylan

Replies

Kudos0

Re: Dissatisfied customer for multiple reasons...can you help?

Hello Dylan

There is some logic behind the issues you're experiencing. Let's review them before we take any other steps.

1. Slow 'Download-a-file' web page response - I initially uploaded thousands of pics (~60 GB) of data...and when I clicked File Actions / Download a File, the web page would NEVER render a directory structure showing files and directories (either IE, FF, or Chrome). This concerned me because how would I ever access this data if I really needed it?

For this issue - the first time you access the data via this method it has to build the file list for you to see the content. Since its 60 GB of data it can take a little time for it to index and display it. The good thing is once it does it once it will load almost instantly from there on in. How long have you left it to build before closing out or canceling?

2. Phantom Data Backed Up - As an experiment, I purged all of my data. So now....I have  0 files successfully backed-up on line, yet the system says I STILL have 34.25 GB used of 75 GB.

This sounds like there is still an active set tied to your account. This can be fixed with a support ticket request. If you send me your Norton account email address and a brief description that the quota needs to be checked I an get it corrected for you.

If you still prefer to proceed with a cancellation and credit you'll need to reach out direct to support. You can do so via a chat session at www.norton.com/chat.


dhogan17 wrote:

Norton Team,

I've bought your online backup service 6-8 weeks ago to backup ~75 GBs worth of data (so yes, I bought an extra ~50 GB per year). Thusfar, I've struggled with using your service and have been very disappointed for the following reasons:

1. Slow 'Download-a-file' web page response - I initially uploaded thousands of pics (~60 GB) of data...and when I clicked File Actions / Download a File, the web page would NEVER render a directory structure showing files and directories (either IE, FF, or Chrome). This concerned me because how would I ever access this data if I really needed it?

2. Phantom Data Backed Up - As an experiment, I purged all of my data. So now....I have  0 files successfully backed-up on line, yet the system says I STILL have 34.25 GB used of 75 GB.

I am a multi-year customer on the Internet Security side....but frankly, I'd like my money back on this purchase. In lieu of online, I am going to be a TB external drive.

I'd appreciate a response.

Thanks.

Dylan


Kudos0

Re: Dissatisfied customer for multiple reasons...can you help?

Thanks Wes....

Regarding 1.

I've let it build for a few hours...and it never finished. I could attempt to let it build overnight moving forward if I get my other issues resolved, reload 60 GB of data, and decide to stick with the service...

Regarding 2.

My credentials are listed below. The online backup appears to be attempting to run every night. Every night it fails due to space limitations. Currently it shows 34.26 GB used of 75 GB. Yet, because it never completes, it shows 0 files backed up. Please help me fix this and I'll consider trying this again!

Kudos0

Re: Dissatisfied customer for multiple reasons...can you help?

Wes...

You said:

This sounds like there is still an active set tied to your account. This can be fixed with a support ticket request. If you send me your Norton account email address and a brief description that the quota needs to be checked I an get it corrected for you.

How do I send you my email address? Looks like the site admin removed by email address from my last post (which is probably a better idea than me leaving it out there, so thanks).

Please advise

Kudos0

Re: Dissatisfied customer for multiple reasons...can you help?

I havent heard from anybody in 4 days on this thread....Uh...is anybody out there who can help me with my problems?

Kudos0

Re: Dissatisfied customer for multiple reasons...can you help?

This is my advice for you : call 1800 745 6034 to get support via phone. ask for the most senior technician available as the bottom line person that will be answering your call will not have the appropriate scripts available from the company to assist you, and  sometimes there are errors in your computer that require somebody with skills to go into your DOS system and fix something. I have noted that not all the people from Norton India support have the same level of skill or knowledge ( ie. there are some very good and some very bad) to do that.

Hope this helps, let us know what happened.

Kudos0

Re: Dissatisfied customer for multiple reasons...can you help?

Hi dhogan,

Please take a look at this link to see details on sending a private message. Sometimes I'm not always able to immediately check the forums as often as I'd like. If you need help immediately you can always contact support also at https://www.norton.com/chat. In this particular case you want to request they submit a ticket for a quota recalculation.

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