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Norton Driver Updater - New Product

I got an email offer today to purchase the new Norton Driver Updater. Wow what a flaky experience that turned out to be. Here I was thinking that this would be a service that would keep the updating of these elements of my operation all in one place. Downloading began well but ended with an apologetic message that something had gone wrong and I could try rebooting my machine or contact support. My experience began to turn yellow and there is no tick from me!

I contacted support and a helpful technician remoted onto my machine and got the program working. It worked once but now refuses to work again.

The program has no setting for periodic checking of whether there are new drivers available for the software on my machine.

All in all a yellow experience like custard - could be a good experience and worth the money ($79/yr) but launched on the market before it is ready for the user .... grrrr

You can do better Norton.

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Re: Norton Driver Updater - New Product

Thank you, Jon! :) 

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Re: Norton Driver Updater - New Product

Yup, this is a beta product and is causing many issues. It bricked my PC and I had to reinstall windows, I also contacted Norton but must have got different techs because they refused to accept responsibility. Not happy. 

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Re: Norton Driver Updater - New Product

So why on earth did Norton release it as a fee for service product? It is incredibly annoying to pay money for a product from an otherwise reliable company and find that it is of such poor quality. Does Norton monitor the community and respond?

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Re: Norton Driver Updater - New Product

Good question Jon, I'm chasing them for a refund, but they should compensate me for the damage they caused and all the time I had to spend reinstalling Windows and then reinstalling all my programs and the other configuration issues you always get with a new install. 

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Re: Norton Driver Updater - New Product

Hi,

I am really sorry for all troubles associated with usage of our product. This is not intentional behavior.

In order to be able to help you I would like to ask you to send us your log files executing our Support Tool utility.

The support tool is available under c:\Program Files\Norton\Driver Updater\

Please run the “SupportTool.exe” and follow the instructions. Once it is done, please send me the "ticket number" here via private message - so we can analyze the logs with your report on our server.

Thank you.

-Uli

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Re: Norton Driver Updater - New Product

Hello Jon3148. The statement that this is a BETA product is in fact true. Why, it has been released as a paying service is something only Norton can answer. There are multiple product offered by different companies that fit the same scenario. The one thing I have found is most all, collect usage data. They also collect data about how the product functions or doesn't with the operating system that is being used as part of continual updating and making their products better. My personal view is products should be tested " in house " and thoroughly before public release. The risks are, BETA products can and in certain instances DO brick devices. Most people don't fuss with reading the EULA ( End User License Agreement ) that always accompanies a product. In it the company at hand will certainly state they will NOT assume any responsibility for things that break devices. 

With all due respect to Norton, and that being said, DO NOT use this product until it has matured. I AM positive that when that happens this will be another product that will make Norton even more an outstanding company as they have always been. Another note is, marketing is driving most companies these days. There, is where the quality assurances and testing breakdowns take place. Microsoft. Google and a long host of others are all in the BETA game. Always vet a product, no matter what. 

SA

MS Certified Professional : Windows 11 Home/Pro 22H2 x 64 build 22621.2715 / Windows 10 Pro x 64 version 22H2 / build 19045.3693 / Norton Security Ultra - Norton 360 Deluxe ver. 22.23.10.10 / Opera GX LVL5 (core: 104.0.4944.70) 64 bit-Early Access w/Norton Chrome Extensions
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Re: Norton Driver Updater - New Product

Hello SA, thank you for being honest. While I take your point that the EULA may cover the company legally, it certainly doesn't cover them morally and it is completely unethical to release a dodgy program masquerading as a finished product ( beta is not mentioned ANYWHERE or I wouldn't have touched it with a bargepole) without ANY mention of the risks involved, and not buried deep in the fine print somewhere, it needs to be right up front. I've used Norton products for many years and generally been happy with them but this is atrocious behaviour. 

Peter

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Re: Norton Driver Updater - New Product

You're most welcome. I suggest, following through with Uli, they are a Norton employee and can assist you where we cannot here on the forums. Garner the logs and present them in the PM messaging system here. Lets see what comes out the other end of things. Hopefully something positive.

SA

MS Certified Professional : Windows 11 Home/Pro 22H2 x 64 build 22621.2715 / Windows 10 Pro x 64 version 22H2 / build 19045.3693 / Norton Security Ultra - Norton 360 Deluxe ver. 22.23.10.10 / Opera GX LVL5 (core: 104.0.4944.70) 64 bit-Early Access w/Norton Chrome Extensions
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Re: Norton Driver Updater - New Product

Dear Uli

Thank you for your request. I have no intention of doing what you ask.

Norton has committed a grave mistake that has undermined trust in its software offerings by falsely representing this product as providing a useful service to its customers and charging them a fee for that service. You now have the gall to ask me to do Norton's job and provide it with data about the harm that it has caused.

This is no way to treat customers. The one thing that Norton sells is "trust". The company's actions in this case have severely undermined my faith in that "trust".

I have removed the software from my machine.

Yours faithfully

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Re: Norton Driver Updater - New Product

Dear SoulAsylum

Thank you for your helpful reply. Your sage advice is welcome and I will be more cautious in reviewing marketing offerings from Norton.

Yours faithfully

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Re: Norton Driver Updater - New Product

Thank you SA, I have been doing the support tool. exe stuff with Uli, but I had sent too many DM's to him getting it done and now I can't send any more messages for 24 hours, they must think I'm a spammer. Another indignity. I've been emailing him because the support tool program didn't work in that it didn't upload the log file, so he asked me to email it, but he must be asleep I haven't heard back with any results of what the log file showed. 

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Re: Norton Driver Updater - New Product

@Pedroski - that was my experience also with the support tool - it doesn't work in the way that he is expecting it to. I too have had difficulty in getting a response from Uli today. I may be in the wrong time zone!

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Re: Norton Driver Updater - New Product

Yeah Jon, at least he's having a go, I'm grateful for that after getting the run around with Norton on several chats and phone calls. I'm in Australia, it sounds like he's probably in the States. 

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Re: Norton Driver Updater - New Product

Hi all, I want to state that Norton Driver Updater is not a beta product! We have a few customers here with problems in the forum and we try to solve them - of course! We take these problems seriously and are working on a solution. 

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Re: Norton Driver Updater - New Product

Firstly Uli, thank you for trying to help, you're the only one from Norton who has lifted a finger to help. But really, if this product is NOT a beta, that's even worse, because Norton have released a clearly faulty product into the market without a hint of warning that people could be about to brick their computers from using the product. 

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Re: Norton Driver Updater - New Product

The support tool is no help at all. My machine blue-screens before it has time to finish; Driver updater is an absolute disaster
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Re: Norton Driver Updater - New Product

For the record.

I appreciate that for some users the Norton Driver Updater has been a bad experience. That however does not justify the kinds of responses from some in the community.

I have had nothing but courtesy and help from Mr Engelman (https://community.norton.com/en/users/uliengelmann) who as part of the Norton organisation has been trying to get to the bottom of what went wrong for so many of us.

I have also today had nothing but helpfulness from Norton in processing a full refund for the fee I paid to access the service. My request was addressed directly and the refund receipt received quickly.

I have removed the software from my machine. I have supplied Mr Engelman with the log records he requested even though the Support Tool failed to work in the way that was expected.

Put this down to a bad experience from an otherwise helpful and reliable company and move on.

Cheers

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Re: Norton Driver Updater - New Product

Thank you, Jon! :) 

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