Kudos0

Web pages for Live Chat and Support Phone number need to be fixed

Postado: 22-ago-2023 | 4:44PM · Edited: 22-ago-2023 | 4:45PM · 12 Respostas · · Translation:

Norton.com has a terrible  process to reach support.

I have been trying to reach support at norton.com for a couple weeks now. Today is my third attempt. I still havent gotten to reach support yet. 

The "live chat" button and the "verification code"(for phone call verification) does NOT work. I am in tech and have turned off all cookie and all the nonsense but still your windows don't pop-up. It happened last week on a different pre-existing computer and again today on a brand new windows 11 installation on a second computer. It just cannot be a coincidence that your web pop-ups are not opening.

Please fix your website.

Respostas

Kudos0

Re: Web pages for Live Chat and Support Phone number need to be fixed

Postado: 22-ago-2023 | 4:50PM · Edited: 22-ago-2023 | 5:03PM · Link permanente

related: https://community.norton.com/en/forums/unable-request-refund

fwiw ~ as test from Edge/Chrome:
Chat Now dialog opens okay.  And received email with requested identity verification code. 

Kudos0

Re: Web pages for Live Chat and Support Phone number need to be fixed

Postado: 22-ago-2023 | 4:57PM · Link permanente

Kudos0

Re: Web pages for Live Chat and Support Phone number need to be fixed

Postado: 22-ago-2023 | 5:09PM · Link permanente

What I need to asked is what I did and my environment details

-I use windows 11 - latest and greatest with all updates and installed 30 min back

-I use Brave Browser.

-I already turned off VPN (you should not ask users to turn off VPN, its silly as its in modern times many use it)

I clicked "generate code" and nothing showed on my screen

Kudos0

Re: Web pages for Live Chat and Support Phone number need to be fixed

Postado: 22-ago-2023 | 5:12PM · Edited: 22-ago-2023 | 5:15PM · Link permanente

hs46:

-I use Brave Browser.
I clicked "generate code" and nothing showed on my screen

Sorry, I don't have Brave Browser installed to test: 
Maybe, try Edge/Chrome. 

By default, the Brave Browser blocks ads & trackers. 

Please allow all Norton pages content.
Please turn ad/content-blocker & VPN Off.  
Please clear browser cookies n' cache.
Please allow all Norton cookies/ads/scripts/frames/trackers/beacons/etc.
Please allow all Norton pages content that may be blocked by browser extension &or built-in browser protection. 

Kudos0

Re: Web pages for Live Chat and Support Phone number need to be fixed

Postado: 22-ago-2023 | 5:14PM · Edited: 22-ago-2023 | 5:17PM · Link permanente

Here is what I concluded so far

1. Support articles are deliberately designed to make it harder for users to get help. Example: EVEN AFTER clicking the "live chat" button users need to click two additional hidden buttons "My Topic is not listed above" and "I still need help". I never realized that I need to click those and finally figured it out. Also, what is the need for them to confuse users and drag them into cyclical articles when they have ALREADY clicked the "live chat" button

2. The live chat windows dont pop-up. Neither does the "verification code" for phone chat - whatever the issue is norton is least bothered to make this website better.

I use multiple norton products and this experience is very likely going to make me find a different service and move over ( as soon I wrap up support on existing issue)

Kudos0

Re: Web pages for Live Chat and Support Phone number need to be fixed

Postado: 22-ago-2023 | 5:19PM · Edited: 22-ago-2023 | 5:29PM · Link permanente

related: https://community.norton.com/en/comment/8545652#comment-8545652

~ My topic is not listed above -> I still need help -> Sign In -> Chat Now / View Phone Number

Kudos0

Re: Web pages for Live Chat and Support Phone number need to be fixed

Postado: 22-ago-2023 | 5:20PM · Edited: 22-ago-2023 | 5:22PM · Link permanente

hs46:
I use Brave Browser.

Maybe, try Edge/Chrome. 

By default, the Brave Browser blocks ads & trackers. 

Please allow all Norton pages content.
Please turn ad/content-blocker & VPN Off.  
Please clear browser cookies n' cache.
Please allow all Norton cookies/ads/scripts/frames/trackers/beacons/etc.
Please allow all Norton pages content that may be blocked by browser extension &or built-in browser protection. 

Kudos0

Re: Web pages for Live Chat and Support Phone number need to be fixed

Postado: 22-ago-2023 | 5:56PM · Link permanente

With Edge the norton.com Chat window finally opened.

Brave Browser may be blocking ads and trackers for security.

But why is the Norton Chat windows getting blocked when all other websites work.

Norton should probably fix their website to not get blocked by browsers.

Kudos0

Re: Web pages for Live Chat and Support Phone number need to be fixed

Postado: 23-ago-2023 | 3:08AM · Edited: 23-ago-2023 | 3:23AM · Link permanente

hs46:

With Edge the norton.com Chat window finally opened.
Brave Browser may be blocking ads and trackers for security.
But why is the Norton Chat windows getting blocked when all other websites work.
Norton should probably fix their website to not get blocked by browsers.

Please allow all Norton pages content in order to provide the best experience possible.
https://community.norton.com/en/comment/8539594#comment-8539594 

https://www.nortonlifelock.com/us/en/privacy/

Kudos0

Re: Web pages for Live Chat and Support Phone number need to be fixed

Postado: 23-ago-2023 | 7:52AM · Edited: 23-ago-2023 | 8:29AM · Link permanente

hs46:
Brave Browser may be blocking ads and trackers for security.

Norton should probably fix their website to not get blocked by browsers.

fwiw ~ as test: Norton Secure Browser - Ads & trackers blocked enabled (Balanced Blocking)

Kudos0

Re: Web pages for Live Chat and Support Phone number need to be fixed

Postado: 23-ago-2023 | 8:00AM · Edited: 23-ago-2023 | 8:15AM · Link permanente

hs46:
Brave Browser may be blocking ads and trackers for security.

Norton should probably fix their website to not get blocked by browsers.

fwiw ~ as test: Norton Secure Browser - Ads & trackers blocked enabled (Strict Blocking)

Chat Now does not call chat dialog. 

FAQ: Norton Secure Browser
Applicable For: Mac;Windows

Conventional browsers are a superhighway for cybercriminals and an advertiser’s essential tool to track and profile you. Norton Secure Browser does more than help protect you from cybercriminals and help you stay private from ads and online trackers.

[...]

Privacy Guard: 
[...]

  • Basic Blocking: Blocks all ads that violate the industry standards for user-friendly ads, such as pop-ups and auto-playing videos. As well as all known trackers that follow you while surfing the web.
  • Balanced Blocking (recommended): Blocks all Basic Blocking ads and trackers in addition to social media ads, improving the speed of your browser and keeping your online identity safe while you surf the web.
  • Strict Blocking: Blocks all known ads, push notifications, and all known and unknown trackers and prevents browser fingerprinting. We do not recommend this level of blocking, as it may cause websites not to load properly or even make certain websites completely inaccessible.

[...] 

https://support.norton.com/sp/en/us/home/current/solutions/v2023031322263778  

Kudos0

Re: Web pages for Live Chat and Support Phone number need to be fixed

Postado: 23-ago-2023 | 8:17AM · Edited: 23-ago-2023 | 8:30AM · Link permanente

hs46:
Brave Browser may be blocking ads and trackers for security.

Norton should probably fix their website to not get blocked by browsers. 

Can I disable Privacy Guard on certain websites? ›

Yes. Privacy Guard allows you to set your own level of privacy according to your preferences while you surf the web.
To always allow ads on a particular website:

  1. Open Norton Secure Browser and navigate to the website that you want Privacy Guard to ignore.
  2. Click the Privacy Guard  icon to the right of the address bar, and then click the slider next to Ads & trackers blocked to change it to gray (OFF).

Privacy Guard no longer blocks ads or trackers when visiting this site.

Alternatively, you can completely turn off Privacy Guard by following the steps below:

  1. Click the Privacy Guard  icon to the right of the address bar, and then click the Settings  icon to open the Privacy Guard Settings.
  2. Under Privacy Guard, click the slider to change it to gray (OFF).

https://support.norton.com/sp/en/us/home/current/solutions/v2023031322263778 

fwiw ~ as test: Norton Secure Browser - Ads & trackers blocked disabled (Strict Blocking)

Chat Now calls chat dialog.