I am asking here a question/critic about Norton’s customer services. As recently as 2012; Norton customer services used to help their customers with a free human/technicians Instant Chat to give live advices in helping to fix many issues. That was before Norton’s decision to “modernized” to their new/actual completely unhelpful Virtual Instant Chat. That Virtual IC is obviously absolutely not ready (yet?), to replace the help received from technicians IC.
I am excluding their service NortonLive Help that needs a subscription of $9.99/month to get technician Instant Chat help. My NIS have an issue related to a new NIS version, issue directly caused by Norton - I would have to subscribe $9.99/mth for a Norton mistake... The Norton community confirmed an issue with that new release. The community is great but does not suggests yet, a fix and community help can not provide instant help/connected to my PC...
1- I know about Norton’s actual reorganization, between others, by reducing staff - charging subscription $9.99/mth from a relatively affordable oversea source for their tech support staff, but is it right to reduce free technicians support to give customers new unhelpful services?
2- Why Norton replaced their efficient human IC to an unhelpful, not up to speed, new Virtual IC at large?