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Kudos0

How do I file a complaint?

I've recently had 2 nightmare tech support sessions with Norton.

1) Password manager is not working. Not only could they not fix it, the agent actually deleted some of my saved passwords. He had NO IDEA what he was doing, and kept me on the chat over an hour just playing around to see what he could figure out.

2) Norton did not disable Windows Defender. I spent nearly an hour on the phone support, who seemed to know nothing about the problem. After telling me everything was fine and that Defender should be enabled because Norton was managing it (Norton support files say Defender should be disabled or it will cause problems) he decided to change various system settings and now I have no confidence that I'm protected- I just don't think he understood the issue and decided to change settings to "resolve" the issue.

How can I report these problems? I can't even find a support email address. I DO NOT want to start with the usual chat or call.

If I can't resolve, I'm finished with Norton (after using it for decades).

Thanks for any advice!!!

Replies

Kudos2 Stats

Re: How do I file a complaint?

I will see if I can get someone from Symantec to contact you.

A little bit of knowledge is... well a little bit of knowledge.
Kudos1 Stats

Re: How do I file a complaint?

I had a similar experience with a tech support agent a couple of years ago, where the agent disabled ALL the Microsoft services, including wifi, and then rebooted my laptop.  Fortunately I have a cable connection and I was able to get a browser limping enough to contact Geek Squad online, and had the services restored and my issues resolved.  I posted my complaint in this forum and was contacted by a Norton Support Specialist who was very good, and helped make up for the blunders of the first agent.   

Hopefully you will contacted and helped in the same manner I was.  At the time I resolved never to use Norton tech support again, and it seems the service has not improved at all.  Too bad, because the product is good and was used on 25,000 + desktops/servers by the multinational corporation I worked for at the time.

Good luck

Kudos1 Stats

Re: How do I file a complaint?

Hello AlyxP. Your #1. The Password Manager has issues on multiple browsers at the present time. There are multiple threads here on the forums in that regard. For Edge, we are awaiting a fix update from Microsoft as they have taken ownership for it. I believe Chrome has already addressed the issue with an update to that browser. FireFox status in unknown, however a fresh stable release is available which may correct the issue. Internet Explorer issues are being identified by Norton as a strictly Norton issue at this point. Development teams ARE investigating. You can give the following link a look in your attempt to submit a complaint. You'll get a faster response speaking with someone via Twitter.

Your #2 needs some clarification. When a third party antivirus solution is installed on a system where Windows Defender is running, it will set registry keys telling the OS that it is managing the system security. WD icon will still show in your system tray, and can be disabled in the task manager under the startup tab. The icon will no longer appear in your system tray after a reboot. That being said, the Windows Defender Firewall (on Windows 10 machines) WILL remain enabled and show as such in Windows services. Windows Updates are dependent on it to function correctly. Windows Defender IS disabled in all other aspects. As my screenshot shows the services section has the areas necessary to disable Windows Defender Firewall greyed out (hard coded) and cannot be changed.

In your security center under virus and threat protection you should also have "Periodic Scanning" set to OFF. This will ensure it doesn't conflict with the background tasks which are automated by Norton. Hope this helps.

Cheers

Retired military (Navy 1980-2002) AO1 (AW) Aviation Warfare Specialist "From DOS to Windows10 what a journey it has been" / MS Certified Professional / Windows 10 Professional x 64 version 1809 / build 17763.437 / NCSP 22.17.0.183 / Norton Core v.282 on Android 1.93
Kudos1 Stats

Re: How do I file a complaint?

How can I report these problems? I can't even find a support email address. I DO NOT want to start with the usual chat or call.

That is because Norton no longer does support via email. The phone, chat and Twitter are the avenues available for official Norton Support.

And of course you can ask your questions in the forum here, where volunteers try to help others from our experience with the Norton products.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: How do I file a complaint?

Too late for this issue, but I can tell you I will NEVER let chat or phone support take control of my PC (again). I made the mistake once a long time ago and the damage he did took days to repair. A year ago when I called just to add days to my account with a new product code, he insisted he needed to take control of my PC to add the days. I think they get a bonus by seeing how many PC's they can destroy in a month. For you forum gurus who are here a lot, please advise anyone you recommend to contact chat to not let them into your PC or do so at the risk of having a worse problem than when you start.

Kudos0

Re: How do I file a complaint?

@AlyxP,

Rather than someone directly contacting you, I have been asked what the problem was that you were having with the Password Manager.

Thanks.

A little bit of knowledge is... well a little bit of knowledge.
Kudos0

Re: How do I file a complaint?

Thanks much for your help!

I'm attaching a screenshot of the Defender settings- you'll see that it says "Windows Defender Firewall is on" under 3 settings. Is that OK?

Kudos0

Re: How do I file a complaint?

And if you look at the big yellow bar at the top of your image, it says "These settings are being managed by vendor application Norton Security."

That means that Norton is protecting your system, while the Defender Services are just in the background for use by Norton and Windows when needed.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: How do I file a complaint?

Hello

When you need to uninstall and reinstall Norton, Windows Defender will come on for the short period of time while Norton is being uninstalled and before Norton can be reinstalled. That is another reason why Windows Defender Services is left on while Norton takes care of your system.

Have a Good Night and

Thanks.

Success always occurs in private and failure in full view. Windows 7 Pro 64 bit NSBU 22.17.0.183 Core Firmware 282 I E 11 Chrome latest version.

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