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Kudos2 Stats

Product Documentation Lacking

Poor Documentation (though you have great products)

  1. Purchase of Cloud storage: I wasted at least 10 hours expanding my Cloud storage space … your Video was excellent and showed the process, BUT its links were bad … I told the Chat person that I needed 100 Gb on this laptop (turns out to be 152 Gb) and that Norton 360 only provided 50 Gb … guess he didn’t believe me … I let him take over my computer and he wasted about 30 minutes trying to backup all my stuff into 50 Gb … finally, he realized that it wouldn’t fit … on my final Chat to another person, I was told that Norton didn’t sell additional Cloud space as your documentation and video state!
  2. Bad Documentation: just look at all the conversations by your users – people are confused … you could make a lot more money by hiring a staff to keep your install documentation up to date – provide step-by-step instructions with the installing software … customers would recommend you more and you would sell more software
  3. Installing Instructions on Devices-2 and on: I paid for a subscription to Norton 360 Deluxe … I know how to log into device-1 with the subscribed license and how to send the install software via email to the other devices … at this point, on the devices that get the email … when you get the email, there is a link to download the software but there are NO directions how to log in after that … it is illogical for me to log in on device-3 with device-1’s email address .. I have 5 licenses for Office 365 and I log in with a different email addresses that are associated with the devices … each is registered with Microsoft … since you send that email for installing Norton, you know the email address associated with each one, too
  4. “can not connect to Norton server” … is another problem … where in your documentation do you say that I need Internet Explorer 11? Even Microsoft wants me to use Edge and not IE. Oddly, I installed Norton 360 on device-1 and IE is not installed but it did fix the issue with device-3. Device-2 had IE.
  5. Partner Code: I found by Googling I can use “Xfinity” for that code … but your web page doesn’t indicate why I should enter it. I entered it but have NO CLUE what it is used for as you have no documentation with it.
  6. "We're working to resolve an issue that prevents us from completing your request" … I am on device-3 and Norton 360 Deluxe is on in and functioning. I opened Google Chrome and clicked on Password Manager and got this error message. On that page, I followed the link to https://status.norton.com/ and got all had green checks … followed link to https://support.norton.com/contact and got this error message, "this page isn't working"
    … on the same device, I can open Password Manager on Internet Explorer and Firefox
    … tried again and clicked on Password Manager at top menu of Chrome … instead of “sign in,” I clicked “Help” … got this message, “This page isn’t working” on
    https://support.norton.com/sp/en/us/norton-identity-safe/current/info?ssdcat=411&env=prod&origin=idsafe&displang=iso3%3aENG&displocale=iso3%3aUSA

Bottom line is that I LOVE Symantec software and have been using it since Utilities in DOS … your worse enemy is your documentation … most of the time, it would be better off talking to myself than Chatting … I would guess they help about 25% of the time … Google has usually provided answers at the 50% level.

It has taken me at least 36 hours over 4 days to install an upgrade to Norton 360 Deluxe on 3 devices ... still not working properly on any of them … documentation would have helped.

Replies

Kudos1 Stats

Re: Product Documentation Lacking

  1. Installing Instructions on Devices-2 and on: I paid for a subscription to Norton 360 Deluxe … I know how to log into device-1 with the subscribed license and how to send the install software via email to the other devices … at this point, on the devices that get the email … when you get the email, there is a link to download the software but there are NO directions how to log in after that … it is illogical for me to log in on device-3 with device-1’s email address .. I have 5 licenses for Office 365 and I log in with a different email addresses that are associated with the devices … each is registered with Microsoft … since you send that email for installing Norton, you know the email address associated with each one, too

When you are asked to log into your Norton Account on all of your devices, you need to use the email and password associated with the Norton Account. It has nothing to do with the email address used to send the email to other devices. 

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