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I am not seeing Software Updater feature on one of my computer and I am not happy with the tech support that I received from Norton

Envoyé le: 2022-03-30 | 08:14 · Édité: 2022-03-30 | 11:02 · 4 Replies · · Traduction:

I initiated tech support chat with a question regarding the Software Updater option/feature that was present on one of my computers but not on the others - chat session #[Removed].

First I got a request from the technician to access my computer remotely to attempt to fix my problem. I did not agree since I am a Windows app developer and have sensitive information on all machines.

Then I was instructed to reinstall Norton (of course, what is new). I did that and nothing changed. I initiated another chat and I was asked again for permission to access my machine to reinstall Norton. After I told that I have already done so, I was informed that the case was escalated and somebody will call me within 24 hours. Of course, nobody called within 24 hours, and eventually, I received a call on 3/29.

Fors of all I had to explain from the beginning what is my problem and the first response was to access my computer. When I did not agree with that the answer was that nothing else can be done to solve the problem. I asked why is accessing my computer is so important. The answer was that she would have to troubleshoot. I asked what would be the first step of this troubleshooting and informed her that I am a Windows developer. She was insistent on being connected to my machine. After I asked her to transfer this call to the supervisor, she stated that there is no supervisor. Finally, I asked for the name or any other form of identification she hung up on me. I have to admit the fact that I could hardly understand her English

Why is it always a case that the first attempt to fix the problem is to reinstall Norton? Why request remote access when the only problem is that some option is missing? I am unable to find any contact info, so I can get in touch with customer relations or submit a complaint. Is there anybody who knows?

[Edit: Clarified Subject and removed personally identifiable information to conform with the Participation Guidelines and Terms of Service]

Thématiques: Norton 360, Software Updater

Réponses

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Re: I am not seeing Software Updater feature on one of my computer and I am not happy with the tech support that I received from Norton

Envoyé le: 2022-03-30 | 08:53 · Permalien

Hello, could you tell us the exact issue you are facing with the software updater feature? There are others who have issues with the same feature here on the forums as well. Not every instance is the same, most of those reported are due to inaccuracies in the update suggestions presented being out of date and inaccurate.

https://community.norton.com/en/forums/disable-software-updater

https://community.norton.com/en/forums/software-updater-now-you-see-it-n...

https://community.norton.com/en/forums/software-updater-removal

SA

MS Certified Professional Windows 11 Home/Pro 22H2 x 64 build 22621.2361 - Windows 10 Pro x 64 version 22H2 / build 19045.3516 / Norton Security Ultra - Norton 360 Deluxe ver. 22.23.8.4 / Opera GX LVL5 (core:101.0.4843.85) 64 bit-Early Access w/Norton Chrome Extensions
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Re: I am not seeing Software Updater feature on one of my computer and I am not happy with the tech support that I received from Norton

Envoyé le: 2022-03-30 | 09:15 · Permalien

Hi, thanks for the response.

I have already stated what is my problem in my original post:

Software Updater option/feature that was present on one of my computers but not on the others.

I was not able to find any way to add this feature as with others like "Utilities Ultimate".

If you need any other info please let me know. 

I also was hoping to get feedback on how to contact Norton's customer relations or the complaint department to file the complaint about Tech support. I am really very unhappy with the quality of tech support.

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Re: I am not seeing Software Updater feature on one of my computer and I am not happy with the tech support that I received from Norton

Envoyé le: 2022-03-30 | 09:45 · Permalien

Asking questions is a part of the process to assist you, please don't chastise those assisting for doing so. The feature you are missing on some devices and present on another is due to the feature being in a "phased" release scenario. Reinstalling your Norton product won't solve the issue, support should be aware this has been phased not an automatic feature install. The release notes can be viewed here:

https://community.norton.com/en/blogs/product-service-announcements/nort...

I will forward your support issue to an Admin for a possible direct answer as well. Please watch your forums message inbox or this thread for a response.

SA

MS Certified Professional Windows 11 Home/Pro 22H2 x 64 build 22621.2361 - Windows 10 Pro x 64 version 22H2 / build 19045.3516 / Norton Security Ultra - Norton 360 Deluxe ver. 22.23.8.4 / Opera GX LVL5 (core:101.0.4843.85) 64 bit-Early Access w/Norton Chrome Extensions
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Re: I am not seeing Software Updater feature on one of my computer and I am not happy with the tech support that I received from Norton

Envoyé le: 2022-03-30 | 10:03 · Permalien

Hello, I am not sure where did you get the idea I was trying to "chastise those assisting for doing so"? This was not my intention at all. 

Is there anything I am missing?

I know that reinstalling is not going to fix the issue. This supports' a standard approach to almost any technical problem. On top of everything, I think tech support representatives should not be rude and should not terminate calls by hanging up. 

Another standard approach is to ask for remote access to the customer machine, which is not always desirable. There are different ways to assist and help. Remote access should be used only for extremely difficult problems. 

Thanks for forwarding this to the Admin.

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