VPN Preventing e-mails from being sent

Despite several attempts by the so called "support team", they connected to my computer, made my sit in front of my PC for six and half hours, I continued to sit for another hour without realising the 2nd level expert had gone home. I was refused the opportunity to speak to a manager. I got a call a few weeks later to ask if my Norton VPN problem is now fixed. I explained how badly it all went and I asked to speak to his manager. I was first advised that they do not have a manager. Not long into the conversation, I was advised that the manager will call me the next day. I am still waiting for the call. I am not sure if the Norton executives are aware that the support team are running their own race and not being accountable to anyone including Norton customers. There is a real potential for brand damage. I have always purchased Norton Anti-virus software. I will no longer purchase the Norton product. I am keen to know if there are any other Norton subscribers who may have had a similar experience, where the Support team have shown such disregard to Norton customers.