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Kudos0

Live update failure

al corriente: 06-Sep-2022 | 3:34PM · 5 Respuestas · · Translation:

For over two weeks I have been unable to update my anti-viral definitions. Also, now, for about 5 days, I can't scan my computer for viruses. I have contacted Norton support three times; they have been unable to fix either issue (including by remote control of my computer, where the technician repeated steps I had already tried), and they told me my problem would be "escalated". They first told me someone would phone me "within 72 hours", then (after my second contact) "within 48 hours, then (after my third contact) "within 24 hours". No one has phoned me and I'm writing here as my last hope. I've been a customer of Norton for at least 15 years, but in all that time have never felt as unimportant to them. Am I the only customer they treat like this?

If the contact time is (say) 2 weeks and they had said that when I first contacted them I could cope, but I feel that I have been lied to, three times. I also feel it's pointless to contact support again.

Archivo adjunto: 
Image icon Screen Shot 2022-09-07 at 8.30.40 am.png
Labels: Customer Support Feedback, Performance

Respuestas

Kudos1 Estadisticas

Re: Live update failure

al corriente: 07-Sep-2022 | 9:11AM · Enlace permanente

Yes, I am having lots of problems on my MAC.  I had to uninstall, but now, It won't even install.

Kudos1 Estadisticas

Re: Live update failure

al corriente: 10-Sep-2022 | 2:00PM · Edited: 10-Sep-2022 | 2:03PM · Enlace permanente

With me, the security history doesn't say that any updates have been installed apart from SymPlatform_mac_NS-Universal. This suggests that I have not received any updates since 8.8 was first released on 24th August even though i was only given this on 7th September.

For me, on Friday they did admit there was an issue"at their end" but today (Saturday) there was no such admission although one did say "wait for a update" which was the best sign that they know there's an issue with 8.8 but who knows how long we will have to wait, Until then we do not have working protection.

Kudos0

Re: Live update failure

al corriente: 11-Sep-2022 | 9:09PM · Enlace permanente

Norton eventually phoned me (Sept 8), leaving a message stating it was the "4th time" they had tried to contact me.  If so, it was the first time they had been successful. I also got an email on the same day. I was in a remote location with very limited internet access so I told them I would delay trying to solve it until my return (as I anticipated having to contact support, etc). I got back yesterday - the problem now appears solved, with no more direct contact with them, no remote control of my computer etc. I did absolutely nothing to try to fix it, other than writing about the issue in this forum. I conclude that the problem was at their end, not my computer. I'm very glad to have this fixed.

Kudos0

Re: Live update failure

al corriente: 28-Sep-2022 | 2:49AM · Enlace permanente

Same problem. Exactly.

Kudos0

Re: Live update failure

al corriente: 30-Sep-2022 | 10:59AM · Enlace permanente

I have the same problem as before; ie I cannot update my anti-viral definitions. Last time the problem solved itself, as I presume, Norton fixed some bug. I reinstalled Norton, just as I did last time. It didn't help, just like last time when it didn't help either. (Nor did remote access work).
I haven't contacted Norton support as it was a waste of time (even though the staff were nice). I am losing confidence in Norton.

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PDF icon screen shot of failed fix

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