Kudos2 Stats

EXTREMELY POOR CUSTOMER SERVICE

Posted: 18-Feb-2020 | 8:09AM · Edited: 18-Feb-2020 | 8:18AM · 3 Replies ·

Terrible customer service from some #%#% named Muthu, employee number #####, if that's his real name and employee number. 

Insisted I provide him with a credit card number to further assist me with a Norton renewal that was paid for and validated at a local computer store.

After wasting a lot of time with that #$#$% refuse I was able to talk to a different technician who gave me proper assistance with my problem.

[Admin Edit: Edited comments as per forum guidelines and Tc]

Replies

Kudos1 Stats

Re: EXTREMELY POOR CUSTOMER SERVICE

Posted: 18-Feb-2020 | 8:58AM · Edited: 19-Feb-2020 | 2:34AM · Permalink

First off thank you forum Admins for cleaning up this post. There is no need for such strong language. 

Second, R T 2, it's unclear if you were talking with Norton support, did you contact them directly via phone number? 

Finally, if you send me your actual email address via Private Message, or contact me directly via my email in my profile I am happy to follow up with you. Seems like there was definitely a disconnect somewhere along the way.

Matt Boucher
VP of Engineering
Cloud Services / Norton Family

NortonLifeLock
www.nortonlifelock.com
-----------------------------------------------------
Email: matt_boucher@symantec.com

Kudos0

Re: EXTREMELY POOR CUSTOMER SERVICE

Posted: 19-Feb-2020 | 8:41PM · Edited: 19-Feb-2020 | 8:47PM · Permalink

YES, I WAS TALKING DIRECTLY TO CUSTOMER SUPPORT, WHO I DIRECTLY PHONED. THAT SHOULD BE OBVIOUS FROM THE EMPLOYEE NAME AND EMPLOYEE NUMBER I PROVIDED.

YOUR PRIZE EMPLOYEE TOLD ME THAT I NEEDED TO SUPPLY A CREDIT CARD NUMBER IN ORDER TO ACTIVATE A RENEWAL THAT I HAD PURCHASED AND VALIDATED AT A LOCAL COMPUTER STORE.

THERE WAS NO REASONING WITH THAT PERSON. THEY INFORMED ME THAT THE CREDIT CARD NUMBER REQUIREMENT WAS A NEW POLICY REQUIREMENT.

IF THAT IS YOUR NEW POLICY I CAN GUARANTEE YOU THAT I WILL NO LONGER BE A CUSTOMER.

YOU PEOPLE SEEM TO BELIEVE YOU ARE THE ONLY ANTI-VIRUS COMPANY AVAILABLE.YOU COULDN'T BE MORE WRONG.

I COULDN'T CARE LESS WHETHER OR NOT YOU LIKE MY STRONG LANGUAGE.I DON'T LIKE YOUR ATTITUDE, AND I DON'T LIKE YOUR EMPLOYEE'S ATTITUDE.

FINALLY, I COULDN'T CARE LESS IF YOU FOLLOW UP OR NOT.

YOU PEOPLE ARE A NON-ISSUE

Kudos2 Stats

Re: EXTREMELY POOR CUSTOMER SERVICE

Posted: 20-Feb-2020 | 7:24AM · Permalink

Where did you get the contact information for your contact? I have never seen a genuine Norton Support contact give an employee number. It sounds like you may have done a Google search and clicked on one of the first results. Those are almost never genuine support, but companies that provide support for multiple products. 

If you did contact genuine support, Matt is just trying to verify what happened so he can follow up with your concerns.

No need to 'yell' in the forums. People here are just trying to help.

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