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Kudos0

Poor Customer Support

I am hoping others are not having this problem. In Nov, I could not back up my data to the cloud. It took Norton support over two weeks to resolve my problem. Numerous times they made commitments to call me back but never did. I spent many hours on the phone and chatting and finally was told to leave my PC on for three days and it will resolve the problem. Also said they would get back to  me and again no phone calls. The problem was finally resolved.

It is now Jan 22, 2018 and it has been over ten days and again my backup will not work. Chatted  and spoke with them. They took over my PC and still they could not resolve this situation. They referred to tier 2 and for the last 7 days it has been with tier 3 and still not fixed and no call backs. I had to call and they said tier 3 is still trying to figure out the problem.

The only thing I can do is go to other sites and put in my review of their service. Hopefully Consumer Reports will include a survey on antivirus companies. Just wanted to let the community know.

Replies

Kudos0

Re: Poor Customer Support

Hello Cliff. Looking at activity on your forum account I don't see any posts on the forums asking for assistance. If you could give us some basic info I personally will be glad to try and figure out what the issues are. Knowing the operating system and Norton product you are using would be an awesome start. There are tons of people here who would be more than absolutely willing to assist. Hope to hear back from you and get started. Lets ask the community!!

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
Kudos0

Re: Poor Customer Support

Will give you the current problem which is different than the first I had in Nov.

I am running Windows 8.1 and Norton Security Premium. When I would run the Norton back up, it would run for hours and then end with an error that stated back up not complete. I have selected the folder that I want backed up which is approx 4.8GB. I have 125GB of Cloud storage. The licenses that others are sharing do not back up their devices. 

After watching Norton Tech support take over my PC, they went into a certain screen that showed I have 0 GB available. When I go in through the way many of us go in, I show approx 118 GB available. Norton support went through a lot of screens to get to what I cannot get to to see that they show 0 GB. This was a tier 2 support person. That was approx 8 days ago when they then referred it to tier 3. I called approx 4 days ago and tier 2 stated that tier 3 is still trying to figure it out. What I am extremely disappointed in is they do not get back to the customer with a status. So I have an unresolved case number that no one is keeping track of to see what is still open. Hope I was able to provide meaningful info.

Thanks

Cliff 

When I contacted 

Kudos0

Re: Poor Customer Support

Thanks for the feedback, much appreciated. Just to clarify..

When I go in through the way many of us go in, I show approx 118 GB available

Can you tell me exactly how you are getting to your backups. Is that with this link or through your Norton dashboard? https://nobu.backup.com/session/new I just tried logging into my account for backup and got the below screenshot for you. Are you getting something similar?

Taking this one step at a time so we are on the same page.

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
Kudos0

Re: Poor Customer Support

I go directly from the Norton Icon on the bottom right screen. After clicking, I have 5 options from there. Security, Identity, Backup,

Performance and More Norton. So I click on Back up. After clicking within that option, it shows I have 117 GB available. When I run a preview of what I want to back up it shows 4.8GB.

I went in your way and had to sign in. That shows I used 46% which is not accurate.

Kudos0

Re: Poor Customer Support

Cliff you are saying it shows used 46 GB of 125 GB? If you have time post a screenshot like the one below for me to review. Here is how in case you do not know how: https://community.norton.com/en/forums/how-post-image-forums-0

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
Kudos0

Re: Poor Customer Support

Available is 117.7GB   Total is 125GB. That is the screen I always used. This is as of Jan 9, the last time Back up was run with Norton starting the back up. And that time came up with an error. 

The way you told me gave this: Which is a screen I normally do not see.

46% of 125 GB used

Try Norton Online Backup

Kudos0

Re: Poor Customer Support

Gotcha!! I went back to the login website and got an error again. When the page refreshed I clicked "sign-in" a second time then got the results in the screenshot below. Though the error statement was still present I DID get a results for % used and available and not anything for devices showing.

From experience this suggests there is a "back end" issue with Norton services causing your issue and what I am seeing. Other services have had issues recently as well. Although all services are up with the exception of Norton Family and Notifications Service there has to be an issue we cannot fix here. Let me flag this thread for the appropriate admin to get involved for those reasons. Hopefully they can escalate and get the storage sets squared away for you. I WILL follow the thread to resolution.

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
Kudos0

Re: Poor Customer Support

Greatly appreciate your assistance. Let me provide you with my case number which has been active for awhile. 3######.

Thank you

Cliff

Kudos0

Re: Poor Customer Support

FYI, I have already reported this issue elsewhere.

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

Re: Poor Customer Support

FWIW, two posts should get someone's attention!! Thanks Krusty13.

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: Poor Customer Support

Want to thank both of you. This is the first time I put a message for the community.

Update: I received a call from Norton at approx 9.30 AM. I went on my PC and the tech took over. After running something, he then ran the back up. At the same time he was also communicating, I believe, with the backend techs.

After approx a few hours he canceled the backup with the system finding no files. He captured the log of that run and sent it to be analyzed. He said he will get back to me. I will keep you informed.  

Again, I appreciate your help in this situation.  

Kudos0

Re: Poor Customer Support

Thanks for the update Cliff. Will be following to see how things go.

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
Kudos0

Re: Poor Customer Support

This is an update. I just chatted with Norton support asking for a status regarding the logs they took to analyze on Jan 23. The quotes below are from Norton Support. As they still look to analyze, could a file in my backup cause the system not to see any of my files? The last backup was canceled after approx 4 hours. When it was canceled it still showed the system did not find any of my files. Everything I wanted in my backup is in a specific folder with other folders and files included. I figured this would make it easier to not only find my folders but to make it easier to backup my folders. When I backup my data to a USB drive, I just copy the one folder to the drive and have no problem. My backup on Norton is to their Cloud.  

"Thank you for your time. I see that your issue is still under observation. Unfortunately, we do not have any report on this. Your issue will be resolved soon.

 UMA SHANKAR:  The Log details are being updated with the case details."

Kudos0

Re: Poor Customer Support

Another Update:

I ran the backup to my C drive. Took 30 seconds and ran successfully. Waiting for support to contact me on why it does not find my backup files when trying to backup to the Cloud. Very unusual.  

Kudos0

Re: Poor Customer Support

Hello Cliff, indeed support will be the ones to locate those files. I know that when I log into the backup website I don't see devices or anything there. I also cannot see nor download any of the backup sets that weren't created by the computer I am using, IE look at the backup sets for my Gaming rig from my laptop. Let us know how things worked out.

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
Kudos0

Re: Poor Customer Support

Would you know when I run backup to the cloud does it just go through my internet provider and/or does it also go through a browser? Does it use IE, Firefox, etc. Trying to see if I can debug this problem while Norton works on it.

Thanks

Kudos0

Re: Poor Customer Support

Cliff all data on your network will go through your provider regardless since it is the source of your connectivity. When NSBU does a backup it "encrypts" that data and uses an encrypted HTTPS protocol on your system via svchost. No browser is involved that I am personally aware of and I use NSBU on all my machines regularly.

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
Kudos0

Re: Poor Customer Support

It seems to me this is not Norton's fault, with this procedure there are often problems with back up especially when installing Windows 10. To avoid having this problem I'm using USB external optical drive to install any applications and extensions . This is not the answer many of you were hoping to hear, but its an option to consider (and will only set you back about less then 40$). So I bought Dell DW316 slim external DVD R/W drive, about the characteristics here https://www.bestadvisor.com/best-external-cddvd-drives  I hope not to experience the same problems when installing.

Kudos1 Stats

Re: Poor Customer Support

I decided to no longer follow up with this issue. In my career, I worked IT for 15 years which included programming 3rd and 4th generation. When a problem came about, we were responsible to resolve the issue immediately. When a company cannot resolve a problem, I decided it is much easier to copy my folder to USB drives. One kept in the house and the other outside.  

It takes a few minutes to move folders, as is, to the USB drives. If I had to reload to my PC, I just copy and it back in the same format as it is on the PC. Very little effort.

For those in the community that followed this issue and made recommendations, I appreciate it. My recommendation to others is to back your files to external drives since it will look exactly like it is on your PC. And if you want to load to another device, it is so simple to download.     

Kudos0

Re: Poor Customer Support

You're most welcome Cliff. Please let us know if we can assist you in the future.

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

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