This forum thread needs a solution.
Kudos0

The frustrations of being a loyal Norton customer

Approximately three days ago Norton AV began opening onto my desktop for no apparent reason. No threat or report, just launching itself for no reason!. Having grown tired of it intruding, this morning I attempted to cure the problem by trying to contact Norton Customer Support. Two hours later I am now writing this...
Firstly, Chat contact has now become useless. I couldn't get past a moronic bot named Kate, who instantly wanted me to uninstall and reinstall NAV and kept offering me YouTube videos on the topic. At no point could I interact with Chat and ask for a human assistant. I couldn't write anything and was stuck with an inane bot called Kate who wouldn't let me say anything or escape from the irrelevant path she was leading me down.
So after two frustrating attempts at using Chat, I gave up on that and tried to phone Norton... After 20 minutes of waiting for my call to be answered, I then spent the next 20 minutes telling the woman my email address over and over again!. In fact the conversation never progressed beyond me telling her my email address and her repeating it back to me, including both of us doing it phonetically!. And the woman was still asking me to repeat my email address when I was unceremoniously disconnected!!!.
And now I have turned to this forum...
After 15 years of loyalty I really have reached the end of my tolerance with Norton... all of the inane intrusions it began making onto my desktop 2-3 years ago, and now this fiasco with trying to rid it of it's latest annoyance or fault (or whatever it is!).
So; I have yet another annoying fault Norton decided to create, no resolution for it, and customer service that was useless and achieved nothing more than wasting my time.
Who are the morons that have been steadily ruining the entire Norton experience over these last few years?. It's insane, right?

Replies

Kudos0

Re: The frustrations of being a loyal Norton customer

Thank you for posting on the Norton Community. We have reported this issue. Should we need more information to investigate further, we will reach out to you. 

Gayathri R | Norton Forums Global Community Administrator | Gen Digital
Kudos0

Re: The frustrations of being a loyal Norton customer

I have the same problem.  I have used Norton for 20 years and am getting frustrated.  I spent 30 minutes waiting in chat and allowed a Norton tech to connect to my computer.  He ran insights to remove everything and assured me I would not get any more notifications.  But then the next day it happened again......

Kudos0

Re: The frustrations of being a loyal Norton customer

Hi @TheRealKenz,

Thank you for posting on the Norton Community. This issue has been fixed now. Please let us know if the issue recurs. Thank you.

Gayathri R | Norton Forums Global Community Administrator | Gen Digital
Kudos0

Re: The frustrations of being a loyal Norton customer

Kind of depends on what you consider "fixed"?...
The issue regarding Norton AV suddenly appearing onscreen ceased immediately after I wrote my initial comment. Which I assume would have been due to a "fix" that was rushed out to correct what was likely to have been incompetent programming and testing of a previous update.
What is likely still not "fixed" is the moronic bot on Chat that wouldn't allow me to circumnavigate her to access a real human for assistance, and phone assistants that after 20 minutes of telling them my email address still couldn't comprehend it and find my account. Thus, both of them effectively provided me with no customer assistance at all!
With obstacles like those, I don't look forward to the next fault or stupid idea that Norton will undoubtedly provide me with...

Kudos0

Re: The frustrations of being a loyal Norton customer

Hello. When in support chat simply type in "representative please", that will get you out of the chat bot and connected to customer service. The issue at hand was Norton appearing on your desktop for no apparent reason. There are a number of customers across the forums who were seeing this happen. Myself included. It had been happening for some time before your post arrived on the forums. Having been notified by myself and other Guru's, Norton has released a patch / fix and has corrected the issue. The fix coming just after your post is purely coincidence. Can you confirm that is the case on your end as well? Thanks in advance.

SA

MS Certified Professional : Windows 11 Home/Pro 22H2 x 64 build 22621.2715 / Windows 10 Pro x 64 version 22H2 / build 19045.3693 / Norton Security Ultra - Norton 360 Deluxe ver. 22.23.10.10 / Opera GX LVL5 (core: 104.0.4944.70) 64 bit-Early Access w/Norton Chrome Extensions
Kudos0

Re: The frustrations of being a loyal Norton customer

Hello, ermmm... Mr Argumentative.
Did I not say "at no point could I interact with Chat and ask for a human assistant"?. By which, I was hoping to convey to any readers (and those who might also have the ability to comprehend) that there was no text box available for me to write anything into!. My only option was to click on 'answers' that were being provided for me to choose from, which would have lead me to even further inanity and frustration. Perhaps this is another inane 'improvement' that you are yet to become aware of?. I can understand you may have a 'belief' on how it should work, but in reality things were a tad different.

As for your somewhat condescending comment about other "myself and other gurus" having already interacted with Norton on the matter before my post arrived. It seems you have totally missed the reason for my post, which was not just about my running out of tolerance for this latest fault, but also about the unsatisfactory experience that contacting Norton Customer Service had now evolved/plummeted into.
I also did realise that a fix coming immediately after my post would have been a pure coincidence, so there was no real need for your snide innuendo which tended to suggest that it wouldn't have been a mere non-guru who had prompted such a resolution.

So now, you ask me to confirm "the case" at my end...
I am confident that when I said the fault ceased right after my post, that should have alluded to my noticing the fault had concluded.
So I am having some difficulty understanding what more you would ask me to confirm to you? (please don't answer that!)

Having said that, last night Norton once again launched itself onto my screen after 2 or 3 days of non-intrusion... Which then prompted me, for what will be the fifth or sixth time, to change it from the irrelevant new-ish interface back to the actually useful 'classic' view (which it seemingly is now called), from which I can directly select the things I do occasionally need to interact with Norton AV for... Most of the time that is to select 'Settings' in order to try finding a way of turning off the latest moronic intrusion that Norton (and its advisers?) have decided that I need, or contacting Customer Support for the same reason!
In fact, the way Norton has 'progressed' in recent years, I wouldn't be at all surprised if they had been busily hiring ex-Yahoo staff...

And if you will allow me to clarify in closing, I am sick and tired of having to come up with solutions for the stupid idea's Norton have been unleashing during these last 2-3 years. Quite simply, it has gone from a program that worked silently in the background to something that continually needs to be tinkered with. Based on my logic, I don't consider that to be worthwhile progress...
As for this particular fault, I feel that I had already provided a fairly clear and well-written account of proceedings, and I thought the thread had concluded a day or so ago... But then a guru appeared; who perhaps could learn to read what mere customers have taken the time and effort to convey to the wider community?. And, backing off on what was essentially unnecessary posturing, that achieved nothing, wouldn't be a bad thing either.

Kudos0

Re: The frustrations of being a loyal Norton customer

Hello again. Argumentative, was not the intent of the previous post in any manner. If you came to that conclusion and perspective I must apologize. My intent IS, simply to express, that others, were/are experiencing your issue, it was reported, and, acted upon in a timely manner by Norton. I do understand your frustrations, having vented many of my own over the years I have been donating my time here assisting. Norton does monitor the forums contrary to popular belief. FWIW!! The Product Suggestions board is a great place to vent product / support issues. 

As I am not an employee of Norton, I am therefore also, not the resident expert regarding the engineering aspects of Norton products, nor, have privy to that in any manner. Myself and others here DO offer our technical expertise in the best manner possible, having more usage insights than most everyday users may have. Offering the perspective myself and others are experiencing which a poster is often also experiencing does get good results, confirmation and feedback are always that boilerplate. Being retired military I have always said, the only stupid question is the one you don't ask. 

Hoping your week is an awesome one!!

SA

MS Certified Professional : Windows 11 Home/Pro 22H2 x 64 build 22621.2715 / Windows 10 Pro x 64 version 22H2 / build 19045.3693 / Norton Security Ultra - Norton 360 Deluxe ver. 22.23.10.10 / Opera GX LVL5 (core: 104.0.4944.70) 64 bit-Early Access w/Norton Chrome Extensions

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