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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.