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Both Techincal and Customer Service are really bad and symantec needs to address this seriously; I think that is why symantec created these Forums.
Is there anywhere I can Post a Message about the Club Symantec Newsletters as the last one I got was more-than a year ago? And each time I go, Customer Services always say I "will" get "all" the the Club Symantec Newsletters i have missed "in two weeks" or a "few" days - but nothing arrives! I also Signed Up for the Early Warning System from symantec have I have not got a single e-mail since I Signed Up which was about a year ago. I am fed-up of having these issues which should have been Resolved by now!
If anyone can help, or can point me in the right direction, I will be greatful.
eccolomichael,
Sorry to hear how frustrated you are.
Why not post your issue here and we'll see if we can help. Give as much detail as possible i.e. Operating system, Service Packs, which Norton Product you have the issue with, etc.
We'll give it our best shot.
Phil_D wrote:eccolomichael,
Sorry to hear how frustrated you are.
Why not post your issue here and we'll see if we can help. Give as much detail as possible i.e. Operating system, Service Packs, which Norton Product you have the issue with, etc.
We'll give it our best shot.
That's the best idea indeed. We are here all willing to help out. And lot's of Symantec employees are here daily , almost 24 hours, to help out
I don't have any idea what the error you refer to means but I can assure you that Norton Staffers -- names in red -- are active here, accept criticism and try to do something about it. I've been around the internet for a couple of decades and in recent years this new Norton FOrum setup is the best I've seen for reactivity and honesty in saying something is wrong, buggy or whatever and doing something to fix it.
I know from experience here that if you can post the tracking number of your contact with Chat or other support services this gives them the possibility of checking the problem, both on your computer and in the support system.
I'm glad to see Stu and PhillD chime in; they are knowledgeable and helpful. So if you do describe what is going wrong and with which version of which Norton application (presumably NIS but which year and version number?) not only can users here help but Norton can absorb the background -- as you say catching up after a weekend takes some time, even if many of them are busy here over the weekend.
eccolomichael, I understand what you are saying. I have tried in the past to get even simple answers from Tech support via email and the chat function. And many times I have had contradictions from them in the same sentence.
HOWEVER this site is excellent. And believe me, I can be a pain given I know so littel about computers. But the Norton staff and other volunteers are great, as you will soon see.
Thanks, everyone. My problem started with my annual renewal. I came in to see a notice on my computer that I needed to remove and reinstall Norton Anti-Virus (I have the 2006 version). No explanation, no instructions. I clicked past it, since I needed to get to work, thinking that I'd get back to it. Then I started getting the dreaded "Ordinal 16 could not be located in dynamic link library DecSDK.dll." This was Monday morning. At about 9:30, I called the 800 number. After sitting on hold for 32 minutes (Really. I have a timer on my phone), all the time being told that if I hung up I'd lose my place in the queue, I didn't hang up, but called the corporate office from my cell phone. After explaining my situation, I was told by the (very nice) operator that the standard wait time was 1 to 5 minutes, but that Monday mornings were particularly busy. She then dropped me into the very same queue that I was already in.
I hung up the cell phone (staying on hold on the other phone), and tried Corporate once more. I was once more told that standard wait time is 1 to 5 minutes, but that if someone hadn't picked up after 7 minutes, I should call back some other time. I was then placed in the call queue again on the cell phone.
I looked around on the web site, and discovered live chat. I thought I'd give that a try, since it seemed like no one was ever going to answer the phone. I hung up both lines, and got into the live chat queue. 57 customers and 25 minutes later, I was connected to someone who's first reaction to my predicament was to try to upsell me to Anti-Virus 2008. After taking me through a number of gyrations inside Windows, which I still don't understand and will now have to trust that he didn't screw something internal up on my system, the problem still was not solved. I got completely disgusted with the level of service I had received all around from Symantec, and chose to cancel my subscription and get a refund. Funny how, at that point, the live chat guy was able to access my account and arrange for a refund, but still couldn't solve my problem.
In case you're keeping track, I have now spent almost 2 hours trying to get this problem solved, a problem common enough to be goggle-able, and it still wasn't solved. I don't really want to give up the service, since it appears to work just fine. However, I have real issues giving business to a company who's appalling lack of concern for their customer drove me to this extreme.
There is technology that will tell me that, when I call in, I will have a 30 minute wait. I'm fine with that. I'll call back. I'll appreciate that you care enough about my time and sanity to tell me the truth. I appreciate the novelty of a company that has the nerve to tell me the truth. I will continue to give that company my business. But to have to find this forum, figure out how to use it, try to get my message across in a coherent manner, and then wait for responses is just ridiculous. I shouldn't have to work this hard for a product that damaged itself.
One last thing. When I did cancel my account, I received an email telling me that I only had 379 days of security left on my account. What does that mean? I though I had asked them to cancel me.
Any suggestions?
Yep, that "sounds" like symantec Customer Service...
If this goes down from 367 days day-by-day, then your Account has not been Deleted or they are saving you those days in case you re-join!
If you are not interested in continuing to use NIS this may not help but a Google on your error message using the words between quotes, but without the quotes, produces a good many references to this error.
There's an interesting suggestion in this thread that disabling the inward/outward email checking function might fix it but unfortunately the person with the problem, back in 2006, never came back to say if it did or not.
It's a shame not to have had you here with the problem and the application live since someone might have helped avoid the chat experience.
Hopefully someone from Norton will catch up with this before too much longer; thanks for your patience.
BTW You said << ... and tried Corporate once more. ... >> Does this mean you have the Enterprise edition? If so this is dealt with at another website than here.
eccolomichael wrote:
...I was connected to someone who's first reaction to my predicament was to try to upsell me to Anti-Virus 2008....
Hi eccolomichael,
Thank you for letting us know about your poor experience with our Customer Support. I am sorry for this unfortunate situation, and I hope you are still willing to get this isue resolved.
The above quoted part of your post may have just been a misunderstanding with Customer Support. For users with valid subscriptions for Norton AntiVirus 2006 or 2007, a FREE UPDATE to Norton AntiVirus 2008 is available: http://www.symantec.com/newnav
This latest version, when installed, will continue the current subscription period for your existing product. There is no fee to download or install. This is most likely what the Customer Support technician intended to communicate, I apologize for the inconvenience.
Depending on the Operating System you are using, the issue you're experiencing may have been resolved in the latest version, and since it's a free update, would be the best solution. However, it's important to get as much information as possible about your system so we can help to resolve this issue for you. What operating system are you running? Which service pack? Do you have any other Symantec products installed? Would it be possible for oyu to capture a screenshot of the error message, so we can better understand the problem? Again, I'm sorry for this inconvenience, my intent is to help you resolve this issue quickly and thoroughly. This information is invaluable in this effort. Thanks!
It's horrible. I just orderdc Norton 360. For some reason it didn't like my password so I have to input a new one - but they never sent a message to my e-mail box - so I can't register the product. Thats all beside the point - the problem is getting in touch with anyone about this has been impossible. There's no phone number. I tried the Chat but they said my 3 month old computer was using Internet Explorer 5.5 so I tried the e-mail - inputting all the data again - my address, etc. - and then everytime I would tryed that it would bring me back to the Chat again - which I couldn't use.
I've spent an hour on this stupid problem and am, quite frankly, after buying a 2-year subscription to your premier product - ready to cancel. The last time I had Norton when I discontinued I got the irritating message "Please renew your Norton Product' popping up every couple of days for over a year. Finally my computer fell apart and that ended that. I vowed never to do Norton but after reading the reviews I'm back....and now this irritating incident right off the get go.
I took a good look around the internet and found numerous complaints about your customer service. Appalling is the word
Hi eccolomichael ,
Sorry to hear that you had a frustrating experience with the customer support team. Let us continue the discussions and try to sort it out here.
As Tony said you can upgrade to the 2008 version since you have subscription remaining in your Norton product.But the error message points that you have a compatible issue with installing the 2008 version (or I can say I think so).
I request you to check the system requirements for installing the 2008 version by following the link given below.
If your computer has all the requirements specified in the document, then go ahead and install the 2008 version from the following link.
Let us know if you receive any error messages during installation.
Hi Cort,
It will be better if you can contact the customer support team from another computer. I don't think it will take more than 5 minutes for them to send your password to your email id.
Moved these posts to its own thread for better exposure.
Thanks Vineeth,
I never did end up getting an e-mail at my account. It was clearly the right account since I got a notification of my purchase. I was able to log on by creating a new password on a different e-mail address.
I do appreciate the fact that at least here the customer service seems very good - but either Symantec is either intentionally being objuscating or they're just inept which doesn't make your job any easier at all. I've never been put through so many twists and turns before.
Someone else must have been hooting mad. I got six replies to my post - all of which were quickly deleted by someone on your end - I assume because they were spewing profanity.
Good luck!