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Norton Security not backing up files - Customer Support unhelpful
Forgive my treatise, but I am very unhappy about this matter, and it bears explaining the background. There are also a lot of issues that need resolution in this tale.
Over the weekend, I noticed that I had an error on my Norton icon in the system tray. I checked it out, and there was a backup error. I have it on all computers. I've tried several times to backup, always get an error which says "Could not run due to maintenance being performed on your online backup account." Then, I noticed that the backup had not run for 17 days. It is scheduled to backup files on certain computers EVERY day. Apparently, after a certain period of time, the error indicator (the x on the Norton icon) switches to a checkmark even though the backup was not successful. VERY DISTURBING. I run a business where file backup is critical. So, I contacted customer support and am connected to someone. I knew more about the software and the way a computer works than she did. (I can provide the transcript; it was shocking how little she understood.) Suffice it say, this was no help. She offered to connect me with a second level tech. Great! I was connected 25 minutes later. 2 minutes later, he tells me, "Currently the Norton Online Backup server is under maintenance so some computers are facing the issues...Please wait for another 2 to 3 business days and then try to do the backup." WHAT?? First, this was never mentioned in the 45 minutes I was chatting with the 1st tech. Second, why was this never communicated to Norton subscribers? This is an IMPORTANT feature that I'm paying for! Third, and most importantly, my files have now NOT been backed up for 18 days, the backup still does not work, and I'm looking at least 20 days before my files will be backed up up? This is unacceptable.
Specifically, these are my issues:
1. Backup is not working
2. 3 weeks of "maintenance" - even 2 days of maintenance - is inexcusable
3. An "all ok" checkmark should not appear after a backup has failed. Case in point, I just now ran backup. It failed. Still, the icon shows a checkmark, and the Backup screen shows "Your Data is Safe. Last Backup: 18 days ago." This backup is set to occur every day. Files are added, changed, deleted every day. How does that warrant a checkmark?
4. Who do I need to talk to for resolution. Customer support was unhelpful.