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Kudos0

Unhappy with Support

Few weeks back, I had purchased Norton Core directly from Norton (had options to buy from Amazon and other vendors). I opted for overnight shipping (paid extra). I did get the product few days later. Based on the instructions, looked easy to set it up. But I was wrong.

I followed the instructions (I have Verizon FIOS), removed all other devices, rebooted FIOS gateway, installed the Android app, ran through the steps. No Luck. Fails at the point it tries to connect to the Cloud. Tried few more times and gave up. Called Customer Support, who then determined that the device that was sent to me is probably part of the group that shipped with bad firmware.

They offered a replacement. Since I had initially paid overnight shipping, I requested that the replacement also come in the same shipping mode. After enquiring and getting approval from his Supervisor, I was told by the agent that it would be shipped overnight and also the agent scheduled a call for two days later (Tuesday 3PM) so that he can assist with the set up of product. This happened last Saturday (Nov 3rd). Monday I did receive an automated email with the UPS tracking number. Monday night I checked the UPS site for the delivery date. I was surprised to see that it had an estimated delivery of Monday November 12th. I immediately called support again, talked to two different people (agent and supervisor). Both did not have an answer as to why it was shipped UPS Ground. I requested that they send me a replacement with overnight delivery. I was told that they need to talk to their higher ups and will get back to me in a day. It has been four days and I have not received any communication from any one at Norton.

Summary: Two failures by Norton. 1. Shipped defective product. 2. Very bad Customer Service.

Replies

Kudos0

Re: Unhappy with Support

I too am so overly frustrated with Norton and the customer service.  i have been trying to set up 'properly' (so it actually works), the Norton Family, and through repeated calls to Customer Service (first time on hold for 2.5 hours), and them getting on a screen-share effort it still does not work.  I have literally tried everything in my knowledge-base to figure it out, and it still doesn't work (i was first trying on IOS for my son, and then was going to try Android for my daughter once it proved successful).  it is really ridiculous that Norton can't make a software that works out of the gates.  looking at these posts, it appears it may never work as planned.  i cringe when I think about waiting on hold for another 2.5 hours to then either trouble-shoot (with assumed failure), or attempt to get a credit back for the subscription (since clearly it doesn't work as advertised).  Norton should, at a minimum, have a 'call-back' feature for customer service so callers don't need to literally stay on hold for hours to try to talk to someone.  this is the most frustrated i have ever been with a software provider, and their insufficient customer service

Kudos0

Re: Unhappy with Support

Hello Kiran. Knowing your frustration is warranted please allow me to ask a Core team contact to intervene. Please keep in mind today is the beginning of the weekend so a response MAY NOT come before late Sunday or early Monday morning.

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 17763.379 / NCSP 22.17.0.183 / Norton Core v.270 on Android 1.93
Kudos0

Re: Unhappy with Support

We are sorry about the inconvenience caused, KiranJasthi. We will look into the issue. Did you get any further updates regarding this?
Gayathri R | Norton Forums Global Community Administrator | Symantec Corporation

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