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I purchased a Norton Core Router in Early 2016. It worked well until December 26th, 2017 when the Wi-Fi failed. When trying to reach support, there was no answer after being on hold multiple times for 2 days. Turns out their servers were down and they were unable to respond. When I finally reached them on the 28th to discuss the issue I was put through a complete initialization process of the router that included renaming and starting from scratch. This fixed my problem temporarily. It failed again on the 29th. I went through the same process of initialization again and it worked for a short period of time, again. When it failed again on the 30th, same problem, I called in to tech support to request a replacement. They told me I needed to initialize it again, give them 48 hours to determine if there was a problem and then they would "get back to me". Obviously Tech support has procedures they follow, but in this case 3 failures in 4 days was not enough proof to them that the modem was broken. It took escalation to a supervisor to get them to do an exchange. I am now awaiting their email that alerts me to the actual exchange occurring. It did arrive while I was writing this email so I hope that all works smoothly.
Norton Support: If you are reading and listening to your subscribers it would be a good idea to take a look at how you handle failed units and how you interact with your Norton Core customers. I have been a subscriber of your security products for a long time. I have had issues that were remedied quickly for the Internet Security products, unfortunately your support for the Core Router was difficult to say the least.