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Frustration with customer service
I have recently purchased Norton Internet Security 2010 and had installation problems, and allowed remote access to my desktop on the 25th of May. Since then I've spent around 16 hours having my desktop controlled by various different service reps. Each has failed to solve the problem and passed it on to a supervisor, none of which has been successful either. As each attempt is a repetition of the previous try (uninstall, download patch, re-install) I feel that it is not progressing at all and that there is no internal communication between technicians handling my case. I have been told an engineer would take over the case, but it is not clear to me when this would happen.
I am happy for them to do this, as I want my pc healthy! However, the unpunctuality of the service is appalling. I am told that I will be called at 1p.m., only to hear from them at 8p.m. when I am no longer able to proceed with the remote controlling. Considering I have to stay in to ensure they can proceed, this is a great inconvenience. When I brought it up on the phone, the staff were unapologetic and actually quite rude in their bluntness. Owing to the language barrier, I find it difficult to communicate with the call centre staff - there is a limit to the clarity that can be achieved when each of us finds it difficult to understand the other.
What I want, and expect from a considerate company, is punctual and friendly (not to mention productive!) service. As I can find no complaints procedure, I thought the forum would be the best first stop for resolution.