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Kudos1 Stats

Forum Conduct and Problem solving (see Frustrated with Symantec Service)

Hi all,

I had hoped to include this post onto the thread called "Frustrated with Symantec Customer Support".  The thread was originally called "How truly awful Symantec Customer Support really is".  The new subject line is arguably a more accurate reflection of the original post and subsequent discussion,  As a customer and furom user, I completely support the decision to alter the threat topic and lock it off.

We (forum users - Symantec staffers) dropped the ball on this one.  Perhaps our judgement was clouded by the highly emotive nature of the post?

The post had three intermingled issues: (1) hardware / software problems of unknown nature and aetiology; (2) blame shifting; and (3) bullying / abuse of named Symantec staffers and Symantec.  

I've researched the issues that the user raised.  Based upon my own experience and research  ... and all I can say with certainty is that the hardware / sofware problems that were described could have been caused by anything - far too many than can be listed here.

The user's problems are most like related to hardware / driver issues.  

The evidence does not support the conclusion that any Symantec product caused the problems as described.

According to the user's account, there is no evidence to suggest that the Symantec staffers behaved inappropriately in any way.  If anything, the account suuggests they went out of their way to help this user.  

Life is uncertainty.  Yes, the Symantec staffers were unable (for whatever reason) to meet an agreed appointment.  I have yet to have a plumber arrive on the agreed hour.  People are busy - no doubt so too was the user.  We deal with reality and work around these day to day normal events.  It happens - deal. 

Argue with a company?  Knock yourself out.  Before you do, it might be a good idea to make certain that your house in order.

If you re-read the original post you might notice, as I did, that despite a lengthy vitriolic post ... the user never actually asked anyone to "please fix ...".  It was a lot of venting (we all vent from time to time) ... until you come to what I believe was the real purpose of the post.  She sets out her case most effectively by saying:

LIARS! All of them. Everylast one I have dealt with have been moronic, incompetent liars who have no idea what they are doing and just rabbit out a stock solution instead of actually listening to the customer.

This is a bit over the top ... no-one was killed.  No one was injured.  We are talking about a PC problem.  Anyone who ownes a PC knows that from time to time they go belly up - it happens.  This stuff is bullying behaviour and none of us should tolerate it.

One user responded very well to the original post:

Wow, I see and can imagine you are really angry.

Would you be so kind to explain your exact problem in short, so we over here can try to help you?

Excellent - Stu (guru) used active listening.  Acknowledged the high emotion and asked the person about what they wanted from the forum.  Excellent suff.  My effort, on the other hand, was a shocker :(  Yup ... wish I pull that post right out but it can remind me to pause before pressing send <g>

Forum moderators ... could you please edit out the names of the Symantec staffers from the original post in the thread.  No-one deserves to be treated this way.

Also, it you think it appropriate, could you include this post onto the one in question.  Hopefully an alternate perspective from a fellow customer might help those who read these things.

MikeXP PRO SP 3XP PRO SP 2Vista SP 1

Replies

Kudos0

Re: Forum Conduct and Problem solving (see Frustrated with Symantec Service)

Hi all,

I had hoped to include this post onto the thread called "Frustrated with Symantec Customer Support".  The thread was originally called "How truly awful Symantec Customer Support really is".  The new subject line is arguably a more accurate reflection of the original post and subsequent discussion,  As a customer and furom user, I completely support the decision to alter the threat topic and lock it off.

We (forum users - Symantec staffers) dropped the ball on this one.  Perhaps our judgement was clouded by the highly emotive nature of the post?

The post had three intermingled issues: (1) hardware / software problems of unknown nature and aetiology; (2) blame shifting; and (3) bullying / abuse of named Symantec staffers and Symantec.  

I've researched the issues that the user raised.  Based upon my own experience and research  ... and all I can say with certainty is that the hardware / sofware problems that were described could have been caused by anything - far too many than can be listed here.

The user's problems are most like related to hardware / driver issues.  

The evidence does not support the conclusion that any Symantec product caused the problems as described.

According to the user's account, there is no evidence to suggest that the Symantec staffers behaved inappropriately in any way.  If anything, the account suuggests they went out of their way to help this user.  

Life is uncertainty.  Yes, the Symantec staffers were unable (for whatever reason) to meet an agreed appointment.  I have yet to have a plumber arrive on the agreed hour.  People are busy - no doubt so too was the user.  We deal with reality and work around these day to day normal events.  It happens - deal. 

Argue with a company?  Knock yourself out.  Before you do, it might be a good idea to make certain that your house in order.

If you re-read the original post you might notice, as I did, that despite a lengthy vitriolic post ... the user never actually asked anyone to "please fix ...".  It was a lot of venting (we all vent from time to time) ... until you come to what I believe was the real purpose of the post.  She sets out her case most effectively by saying:

LIARS! All of them. Everylast one I have dealt with have been moronic, incompetent liars who have no idea what they are doing and just rabbit out a stock solution instead of actually listening to the customer.

This is a bit over the top ... no-one was killed.  No one was injured.  We are talking about a PC problem.  Anyone who ownes a PC knows that from time to time they go belly up - it happens.  This stuff is bullying behaviour and none of us should tolerate it.

One user responded very well to the original post:

Wow, I see and can imagine you are really angry.

Would you be so kind to explain your exact problem in short, so we over here can try to help you?

Excellent - Stu (guru) used active listening.  Acknowledged the high emotion and asked the person about what they wanted from the forum.  Excellent suff.  My effort, on the other hand, was a shocker :(  Yup ... wish I pull that post right out but it can remind me to pause before pressing send <g>

Forum moderators ... could you please edit out the names of the Symantec staffers from the original post in the thread.  No-one deserves to be treated this way.

Also, it you think it appropriate, could you include this post onto the one in question.  Hopefully an alternate perspective from a fellow customer might help those who read these things.

MikeXP PRO SP 3XP PRO SP 2Vista SP 1
Accepted Solution
Kudos0

Re: Forum Conduct and Problem solving (see Frustrated with Symantec Service)

Thank you Mike for your thoughts on this subject. In our efforts to not re-open this topic, I'll be closing this thread as well. Thanks again for putting the other thread into perspective.
Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation

This thread is closed from further comment. Please visit the forum to start a new thread.