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Is it possible to receive customer support from Symantec?
I have been trying to resolve an issue with Norton 360 for over a week now. At first I spent several days trying to resolve the issue myself, which involved reinstalling 360, upgrading to the V6 Beta, running traces, disabling drivers, etc etc etc.
When I was not able to resolve the issue myself I decided to engage Symantec customer support. After waiting over 20 minutes I was able to use the “chat” function on their website to speak with a customer service rep. Over the next 30 minutes she did nothing but delete the files in my “temp” directory, after which she said the problem should be fixed and that she was going to reboot my computer. After the reboot I never heard from her again, no email, no chat, no phone call. Clearly this is a deceptive practice Symantec uses to disengage from a customer when they are unwilling to correct an acknowledged fault in their software.
Undeterred, I again attempted to use the “chat” function on their website, I was told there would be a 30 minute wait. During the wait I also called their support line, after a wait of approximately 15 minutes I was connected with another customer support rep, who after I explained to him my problem assured me, “do not worry we will fix this today” (that is a verbatim quotation.) I allowed him remote access to my machine and over the next 30 minutes he did nothing more than delete one executable, claiming it contained a virus, an executable which I am very confident does not contain a virus, but I was willing to trust him give his assurance that he was capable of fixing the problem.
He proclaimed the problem “fixed.” Before disengaging with him I asked what the procedure was should the problem occur, I was told to call the 1-800 number and I would receive immediate attention and that he was leaving my case open which would ensure prompt attention.
Within 5 minutes of disengaging the customer service representative my machine was once again became unusable, Norton 360 taking more than 75% of the available clock cycles. At this point I called the 1-800 number as instructed. After a wait of 15 minutes I was connected to another customer service representative, this representative attempted to engage me in another round of problem resolution at which point I asked to speak with a supervisor. He said he would connect me to a supervisor, in reality what he did was put the phone down and did not do anything, I could still hear background noise, and after a few minutes, I shouted into the phone, at which point he picked up the phone and told me I should continue to hold and a supervisor would be on the line shortly.
I did as instructed and stayws on the line for another 30 minutes, all the time listen to background noise and static, I again attempted to shout into the phone to get his attention but was unsuccessful this time. After 30 minutes of listening background noise and static and receiving no attention from either the customer service rep or the supervisor I disengaged and redialed the 1-800 number.
I was subjected to another 15 minutes on hold, after which I spoke to a 4th customer service representative, who I promptly informed that I wished to speak with a supervisor. I was put on hold and after 10 minutes was connected with a person identifying himself as a supervisor.
I was told that there was nothing more that could be done and that my issue would have to be escalated and that someone would call me back the next day. A mutually agreed time was set for a call the next day.
Well not surprisingly no call ever came.
While lapses in customer service protocol do occur and I certainly understand and accept this, it is clear that Symantec has no facility to resolve duly reported and acknowledge defects in the product. Worse than that at every level of interaction they provide, false and misleading information, as well as fail to fulfill every and all commitments made to customers while trying to resolve said issues.
I am just curious if anyone has been at all successful engaging Symantec’s customer service organization?
The defect I am trying to resolve is one that clearly is known to Symantec, a Google search turns up thousands of references to the defect many of those references occurring on Symantec’s own forum, and acknowledged by Symantec.