• All Community
    • All Community
    • Forums
    • Ideas
    • Blogs
Advanced

Not what you are looking for? Ask the experts!

This forum thread needs a solution.
Kudos0

Wow, so many Norton Core issues today

I ordered the Core router today and have experienced several issues.

1)  I clicked the link to download the core protection plus which took me to what appears to be the main account page.  Clicking download there appears to simply attempt to download the 360, which is already on my system, and which has maxed out the number of downloads.  So, I get a very helpful notice that I have maxed out the number of subscriptions.

2)  After unsuccessfully attempting to navigate the Norton website for about 30 minutes I was unable to find links or information to help resolve the issue.  So, I went to my email in an attempt to see if there was a link in the purchase confirmation email.  I received two emails, one minute apart, both with the same purchase confirmation number.  The first informed me that my purchase of the core system was successfully cancelled, the second confirmed my purchase of the router.  Looking in my account, it looks like the purchase has actually been made, but then again ... who really knows?

3)  I attempted to access the online chat support and can't seem to do so anywhere.  Attempts at directly activating it simply bring up a webpage that states my browser's attempt to access the website was not recognized.  Weird, since I had just done so, yesterday.  Other attempts bring up a form to fill out, which I guess is meant to put me in a service cue for a call or something.  However, no support contact appears to be forthcoming, either through phone or online contact.

All told, I have spent perhaps more than an hour so far before making this post.  I have used norton/symantec products for a great many years and have typically been very satisfied with them.  Account management has presented some minor catches, requiring me to spend a couple minutes to figure out what I wanted to do in order to manage services on various computers, at times.  This set of issues has me totally stymied and frustrated.  Any assistance folks could offer would be greatly appreciated.

Thanks!

[edit: subject edited for clarity]

Replies

Kudos0

Re: Wow, so many Norton Core issues today

As I have not been able to even order the Core product because I am not in the US, I can only offer generic suggestions.

It does sound confusing having the 2 emails. Especially if the first one was the cancellation. You do need to contact Norton Support to straighten this out, so you do not end up with 2 orders.

Not sure what web page you used to contact Norton Support but this one should work.    www.norton.com/contactcs

Keep trying the chat at different times of day. I find that after 8 PM EST is usually a slower time. I have had zero minutes wait time when I contact them at that time of day.

Once you get the order straightened out, you can confirm the download link for the software. 

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Wow, so many Norton Core issues today

So, I was able to contact chat support today.  After several attempts to do so through the form under the "Norton Core" option, which took me nowhere helpful, I chose another option (perhaps, purchase and orders or something) and was able to activate a chat session.

My guess is that the Core support or ordering system is either not fully implemented and/or overwhelmed.

I was informed by the chat support person that my order is active and in progress and that it may take another day or so for it to finalize.

So, that apparently answers my core issue regarding my order.  However, other issues continue to be vexing.  Hopefully, the feedback I submitted regarding these issues reaches someone.

Kudos0

Re: Wow, so many Norton Core issues today

Did the confirmation email, not the cancellation, have a download link for the Norton Core Security Plus software? 

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Wow, so many Norton Core issues today

Hi @luminox,

In addition to answering @peterweb's question, could you also look into your inbox when you get a chance? I have sent you a private message. Thank you. 

-Gayathri

Gayathri R | Norton Forums Global Community Administrator | Symantec Corporation
Kudos0

Re: Wow, so many Norton Core issues today

Norton Core Security Plus

You must download and install Norton Core Security Plus on each device that you want protected. Please follow these simple steps:

  1. Download your Norton product by clicking on the "Get Started" button or go to norton.com/setup
  2. Follow the instructions to install your Norton product on your PC

Your subscription is active and will expire on

Get Started

You will find your order details below, as well as in your Norton Account.

If you have any questions about your purchase, please visit Norton Support.

— Your Norton Team

Above is a copy of a portion of the confirmation email.  There are no links of this type in the cancellation email.

As you can see, there are three active links.  The one for setup simply goes to https://www.symantec.com/

The "Get Started" is highlighted in a yellow box in the original email but is not an active link.  I'm guessing since my order hasn't been processed that the Security Plus program hasn't been activated in my account, yet, which is why I only get the message regarding my 360 subscription being maxed out on licenses.

Kudos0

Re: Wow, so many Norton Core issues today

Thanks for the information from the emails. Now check your forum Inbox at the top right of the forum pages to see what information Gayathri has for you.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Wow, so many Norton Core issues today

Almost a month gone by.  NEVER hear from Norton support or engineering.  NEVER make a return contact in 24 to 48 hour time frame commitment.  Escalated several times.  Support removed WiFi Privacy after the "Update" would not install.  Supposed to hear after the weekend what the plan was.  Contacted support.  No plan.  Escalated again.

Now I am supposed to preorder some garbage router with a subscription base.  It does not support VOIP, is more expensive than yearly subscription purchases, and probably is another catastrophic FU like WiFi Privacy.  Please pass on to the teams that my opinion of Norton and their suites has diminished greatly..  It appears that in trying to be all things to all people they have deteriorated to a poor managerial contracting entity with no core competence.

Kudos0

Re: Wow, so many Norton Core issues today

Where do you see that VOIP is not supported?

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Wow, so many Norton Core issues today

I'm guessing that Gayathri is offline today.  For any followers, it looks like my issue is beginning to go the same route as box_of_rocks above.  

I was informed last week that my order was in process and that it might take 24-48 hours until it was finalized.  I spent two hours with chat and phone support today trying to make progress but have gotten nowhere.  I was finally told that my issue would be escalated and that someone would contact me by phone in the next 24 hours.  4 down with no contact, 20 more to go.

This may be the first time I've had to deal with support over any issue with Norton products over the many years I've used them.  I have had great experience with Norton's excellent products over the years.  I'm not impressed with support so far.  I don't know if it's just a Core issue or if it's Norton in general.  

I don't mean to simply gripe about Norton as this is fairly typical of phone "support" in my experience.  The support agents with whom I've interacted typically have no real expertise or knowledge but are given a script with narrow scope to follow.  They often have no in-depth experience with products or understanding of how their particular issue relates to larger issues outside of their scope of service.  So, unless a problem fits their scripts very closely, time and effort can easily be wasted on both sides.  

Although I don't work in a computer field currently, I began in computer engineering and programming and have built my own computer systems, previously.  I have literally solved an issue myself while waiting on hold for the phone support agent to try to figure out the problem from their end.  When they got back on the phone they informed me that the software would have to be uninstalled and reinstalled.  I told them the 5 minute process I used, including googling the problem and resolving it on my own.  Of course, the very easy (and apparently widespread issue from the number of complaints about it online) fell on deaf ears because the feedback was apparently outside of the agent's narrowly defined job description.

While my experience with individual agents is typically quite good, the overall experience tends to be DISMAL.  It induces frustration and negative feelings which then often spill over onto the agents, despite their best efforts.  There is no overall experience of being cared about personally.  The overwhelming effort it takes on the part of the consumer is apparently simply assumed as part of the "support" process.  What is lost is that the consumer has paid for a service or product, already.  They should not be strapped with the additional burden of wading through the support system, as well.

In this particular case, I have spent all this time and effort already and I haven't even received a product, yet.  One reason for offering pre-orders is to generate positive hype about the product or service.  What more can I say at this point ... ?

Kudos0

Re: Wow, so many Norton Core issues today

@luminox

Without divulging what was in the PM from Gayathri, was the information of any help?

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Wow, so many Norton Core issues today

He offered to have someone phone me.  At that point I had already spoken to someone and they informed me that my order would take 24-48 hours to process.  So, I declined the phone conversation at that time so that the time frame could pass.  I was mentioning it now because I would guess he/she doesn't work over the weekend and I was feeling inpatient after the two hour marathon session of running in place I had this morning.  

I appreciate your attention on the matter, though.

Kudos0

Re: Wow, so many Norton Core issues today

She does not work weekends. 

Just my thoughts, but the problems here could be some kind of teething pains. AFAIK, this is the first time there has been a pre order for anything Norton. They could be working out the bugs in it.

What might be worth a try is contacting Support again and cancelling the order. Then wait a day or two and try the order again. We have seen no mentions here of a pending ship date, so I'm sure you still have time to try this.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Wow, so many Norton Core issues today

Two weeks and no further progress on the issue.

No contact, despite the assurance that I would be contacted by someone within 24 hours after the matter had been escalated.

I did get a survey by email and included all of the pertinent information regarding the matter.

I also sent a letter directly to the world HQ approximately one week ago.  Perhaps, that will meet with greater success.

Unfortunately, this is consistent with "box of rocks" post above, and with my prior experiences with support, overall.  All too often, the process and experience is broken across so many different companies.  Perhaps, its time for this model of "service" to undergo a re-imaging.

Kudos0

Re: Wow, so many Norton Core issues today

I generally like the Norton product, but had an awful experience with online backup support and finally dumped the product.  I am contemplating buying the Core and subscribing, but this dialog has me worried.  If you all had it to do all over again, would you buy Core?

Kudos0

Re: Wow, so many Norton Core issues today

The Core has not been released yet, so there is no way to give any feedback. This issue is just about the pre purchase process seemingly having some issues.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: Wow, so many Norton Core issues today

The core looks amazing for the price and it is going to be the type of technology that homeowners will want/need as more smart devices and more home integration is brought into the home.  Being integrated with the Norton services is really a good point, that is some awesome forward thinking and innovation on the part of Norton.

I have used Norton/Symantec products for decades and to my recollection have never had any problems with them.  They are typically awesome and I would recommend them highly.

As peterweb posted, the issue in totally about the ordering and support process.

As I noted, I really don't intend to single out Norton as in my experience this has become the culture for so many companies/industries in terms of tech support and service.  All too often, the overall experience generates so much frustration and negative emotions.  All of that then gets dumped on the poor phone support people that work the phone lines.  

I decided to pre-order because of the excellent product experience I have enjoyed with Norton over the years, and because of the significant pre-order discount they were offering.  If it is a great product, hopefully I won't have to deal with the current support system.

Kudos0

Re: Wow, so many Norton Core issues today

Luminox,

I hope you are not disappointed.  I to have used Norton/Symantec products for decades and have not had any problems.  It is when you have the problem that you will find out that Norton/Symantec is not what it used to be.  My issue is still not resolved, but I am not ready to endure contacting support again.  Even the manager that said he was contacting the team and would get back to me with feedback has not done so yet.  He did contact me, but provided no useful information.  Best of luck to you, but in my opinion Norton/Symantec has joined the ranks with Comcrap.   Integration is fine if all components of your offerings execute correctly.  Norton WiFi Privacy does not.       

Kudos0

Re: Wow, so many Norton Core issues today

I do not have it to do all over again as I have not ordered the 'Core'.  My experience with 'Norton WiFi Privacy' is an abortion as far as product performance and support are concerned.  In my opinion Norton/Symantec is attempting to be all things to all people and the core competency is waning.  I worked for 26 1/2 years in service for IBM and service which I never needed from Norton, but now have experienced is rapidly changing my opinion of Norton.   Luminox  is excited about integration, but I am dubious that the quality and performance are going to be there based on the "Support".  

This thread is closed from further comment. Please visit the forum to start a new thread.