I have been exasperated by the quality of Norton Chat Support because I have had to perpetually reinstall Norton 360 and Norton Ghost 14 without resolving the problem for more than week. I am now getting to the point where it may be better to opt for alternative antivirus and back up software if I do want to spend the rest of my life re-instaling these products. I thought I would list the reasons why I find Norton Support so poor and seee how many other customers agree in the hope that this will prompt someone @ Norton to address the issue.
What I have found is:
1. Even though it must be obvious reinstallations are not working, all the Supprt Line can suggest is to uninstall then reinstall both products. Typically, this resolves the problem for about a week - or until the next Micosoft Update. This is going round in circles .....
2. On each occasion I have called support the Remote Connection has not worked. Consequently, no attention is paid to System and Application Error events on the PC. Little attempt is made to ensure the Remote Connection works. This is effectively working blind.
3. If an upgrade of Norton Ghost or Norton 360 would fix the problem, the customer will not be offered this opportunity.
4. There is little documentation I can find on installation issues and application hangs. Does this mean Norton cannot write down solutions to problems or that it feels its customers cannot read ?
5. The chat window is too limited. You cannot copy and paste error messages into it. The initial problem description form is limited to about 100 characters which is often not enough to describe the problem. Does Norton really think it gains anything by making it nearly impossible to describe the problem properly?
6. If it is evident telephone support would be more appropriate, it is not offered. This would be helpful in cases where a Remote Connection cannot be established or where there is a need to paste error messages to Norton Support.
7. Norton state that if a Chat Session is terminated before a solution is found, they will call back in 30 minutes. This is not true, they do not call back.
Perhaps what need to happen is for myself and other customers to leave Norton and use alternative products. It seem Norton depends on its brand to sell, not the quality of its products, support and service.
Has anyone else had similar customer experiences? Why not take the opportunity to let Norton know about it.....???