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Kudos0

Norton Rep wrecked my PC - what to do ??

 I don't usually complain about trivial things but I am concerned at the way some Norton Reps are behaving when taking remote control of systems.

My representative struggled for over 2 hours with remote control to fix an error in the program which meant when connecting to the server , the message "an unexpected browser error occurred" , after 2 hours of this, her efforts produced a fatal error in the system which could not be corrected and I had to reinstall the entire system, losing all the work I had done that week. I was not impressed.  No effort was made to contact me to discover what happened nor even an email was received to find out what had happened.

The last part is what annoys me most after sitting here for 2 hours plus watching her going around and around in circles, no contact was re-established via email to find out what happened during her FIFTH attempt to reinstall NIS.

Who exactly should I email to raise this as an issue because the normal customer support form does not cover it and only allows 255 characters to be typed on their page. ?

Replies

Kudos0

Re: Norton Rep wrecked my PC - what to do ??

Sorry this happened to you. Any and all work (personal files, folders and pictures) should be properly backed up either to an external hard drive, USB stick or the cloud. Did you have a backup of your system? Every pc should be backed up encase of an emergency such as this. What if the hard drive failed or the mother board failed? You will loose all your work anyways. Did you use the official Norton chat? When looking at your profile you have several issues. Firefox. Sure you do not have a bum Windows installation? 

https://support.norton.com/sp/en/us/home/current/contact-chat?inid=hho_n...

https://support.norton.com/sp/en/us/home/current/contact?inid=hho_n.com_...

Kudos0

Re: Norton Rep wrecked my PC - what to do ??

Hi betabloke,

Can you confirm you were in touch with the legitimate Norton Support? I have to ask because there are Support Services that  pass themselves off as Norton Support while they are not.  Please don't post any personal information, just let us know how you contacted them?  I have to ask because if you were in touch with the real Norton Support I'll bring your complaint to the attention of someone "upstairs", who may post here in your thread or send you a PM.

Thanks. 

Windows 7 HP SP1 32-bit | Chrome 65.0.3325.146 | NS 22.12.1.15
Kudos0

Re: Norton Rep wrecked my PC - what to do ??

Yes I was in touch with the official Norton team, I contacted them by telephone and then granted remote access. I appreciate the concern expressed but I'm not that dumb (yet)

I also noted the full name of the person helping me and logged the times.

I do back up my files every week actually although not every day and I was not expecting a Norton Rep to trash my PC when trying to fix a simple program error message which many others on this forum have complained about , namely "unexpected browser error"

Kudos0

Re: Norton Rep wrecked my PC - what to do ??

betabloke,

Rainbow2 is currently offline - but I can see where she has in fact passed your situation on to someone "upstairs" - hopefully there will be a response.

Kudos0

Re: Norton Rep wrecked my PC - what to do ??

betabloke:

Yes I was in touch with the official Norton team, I contacted them by telephone and then granted remote access. I appreciate the concern expressed but I'm not that dumb (yet)

[…]

I apologize if my reply sounded offensive - It was certainly not within my intentions. As per Yank's above post, your complaint was notified to Norton. Thanks.

Windows 7 HP SP1 32-bit | Chrome 65.0.3325.146 | NS 22.12.1.15
Kudos0

Re: Norton Rep wrecked my PC - what to do ??

Hello @betabloke,

I'm truly sorry to hear about your experience and would like to learn more. I've sent you a Private Mail, which will show up in the Forum Header item marked "Inbox". 

Thanks,

Matt

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