ISSUE !: I had a couple of problems with identity safe and I contacted Norton online. I did the online chat both times. Someone called me to follow up. I don't know where this person was calling from, although I can guess from a call center in India or somewhere nearby. I have no problem with someone being from India dealing with my technical issues. However, Norton needs to require a adequate level of training in ENGLISH so as to be understandable. I could barely understand a single word this person said. I had to basically guess who it was and why they were calling. This person was the worst English speaker I have ever dealt with from a customer service perspective.
If Symantec is not willing to make sure the custer service representatives that represent NORTON can speak clearl, tnem Symantec needs to start a call center with people in America who are usually more easy to undersstand, Besides which we need the jobs here and we have a lot of qualified people out of work.
Truly, I was never so shocked with the terriblely thick accent that was barely understandable by a "customer service representative." And you put me in a very bad and embarrassing position to be forced to say to this individual, "I cannot understand what you are saying to me, can you speak more clearly without such a thick accent?" Really? I could not do it.
You may think you are getting the most bang for the buck, by not hiring Americans, or not making sure that yoru representatives are properly vetted for speaking clearly, but as a customer of yours, I would consider an alternative service in the future if I have more problems like this and the following issue.
ISSUE# 2: I had a problem with syncing to identity safe logins, with a new laptop I got and installed Norton on, and i had to solve the problem myself because your representative was incorrect about being able to export the file, copy and import it to the new laptop. I specifically asked about this ( online chat) and I was told that I would have to input them manually.
I would reiterate that Symantec needs to get on top of their training issue. I would think the basic operation of copying a file, and importing that file to the program, would be something your technicians should have known.
I fixed it myself, thank you very much.
I would also say that the way Symantec has this syncing feature set up, with all the logging into local and online accounts as well as how it does not work between other computors the way it implies is really a mess. it is NOT intuitive and needs to be reworked. I spent many hours trying to get this issue resolved. i would have been better off if I had not followed Norton's instructions, or taken the tech's online words for fact.
ALSO back to issue number one: I received a follow up call and did not take it. it went to voice mail, because I knew I coudl not understand it. The voice mail message from your Norton follow up customer service person was nearly unintelligible. That is how I knew it was Norton.
Let me say, that when I deal with American English speakers., if they are unintellible, or speaking too fast and running their words together, I also take issue with them. This is not a matter of racism or xenophobia. It is a matter of good customer service, which has gone downhill in nearly every industry since companies are looking for ways to cut costs by cutting training or outsourcing to other locations out of country, with very little quality control. If your primary goal is to increase profits and cut costs, and NOT customer service, then I guess this will continue.
I request that this message be sent up the chain of command to the corporate offices in wherever they are located now. I KNOW I am not the only customer with these issue. The only way I can express my ultimate frustration is "with my feet" to another company. That just may have to happen.