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Customer Service WITHOUT Service

Norton wants me to wait 10 minutes to start a chat.  It offers no email.  Norton's customer service is uber controlling. Al the options are Norton centric.  I don't like it.



Re: Customer Service WITHOUT Service

I fail to see how waiting 10 minutes, (and that can change with the time of day you are trying to contact Support), is not a lot quicker than sending an email. Most email support systems I have used offer replies in 24 to 48 hours. And then you can end up with a back and forth that can drag on for days.  The chat, once established is usually over in 5 to 30 minutes depending on the complication of your issue.

Things happen. Export/Backup your Norton Password Manager data.

Re: Customer Service WITHOUT Service


I'd add to Peter's comment that I'm not sure if email support works any more and there used to be complaints about days or weeks without a reply

It's really better if you can outline the problem here since Norton set up these forums to provide support where user's personal experience can sometimes be more helpful than any first line Company support and if it's clear that you need personal help from Norton users with the Guru status, like Peter, which shows the blue flag have some direct links to Norton management above the level of Norton's first line support.

So unless it's something to do with subscriptions or payments, for example -- where Norton Online CHAT have the tools and access to the databases -- fire away so here's my boilerplate on some essential information we need to try to help you:

To get you the best advice, would you give us some more information about your system:

What version of Windows are you using including Service Packs and whether 32 bit or 64 bit as well as the Name and Version ID of the Norton product that you are using -- Help or Support / About is where that is, in the format of nn.nn.nn.nnn where n is a number.

If you have the COMCAST version of Norton 360 / Security Suite and not the normal retail version please be sure to tell us.

Please also say what internet browser you are using -- name and version number ...

If you get any error messages please give the exact wording of them as well as any other background that could be helpful.

Hope we can help you but remember we can't see your machine! 


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