I sent the following email to your customer support more than 2 months ago:
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Dear Concerned,
I would like to raise serious concerns about three issues. The first issue is that Your firewall in MacOS is making my life very hard. In the firewall, I have blocked some applications from the internet and given some applications unconditional access to the internet. However, Norton firewall repeatedly keeps asking me permission for the application for which I have already granted access. Even worse, the Norton firewall sometimes blocks those applications. For example, I have given unconditional Internet access to the Chrome browser. But what is happening, your Norton firewall repeatedly asks for permission when I visit some websites in the Chrome browser. Even worse, sometimes it blocks the chrome browser for 2-3 hours, and this happens repeatedly. For example, I can not access any websites using the Chrome browser now at the time of writing this email. I contacted your customer service multiple times (More than ten times) to solve the issue. The customer agents have already tried resetting the firewall and reinstalling, but that does not work.
Today (November 2, 2020), I contacted Norton customer service over chat again to solve this problem. I was transferred to one customer agent named Himangshu. I told him to solve the problem without trying to reset the firewall or reinstalling the app. He agreed. He then got remote access to my MacBook. He first removed the chrome browser from my firewall setting and rebooted the MacBook. After the restart, he then again added the Chrome browser in the firewall setting, allowed it access, and rebooted again. After the MacBook rebooted, he tried to access webpages using the Chrome browser, and it still not working. He then reset my firewall without my permission and figured out that resetting firewall settings also does not work. When I asked why he reset the firewall not following the initial agreement, and without my permission, he just disconnected the remote session without answering it. Is this how your customer service work? This really very pathetic. This extremely pathetic customer service is the second concern that I would like to raise. As a customer, I never expected that I have to face such bad customer service over Norton.
After this issue, I tried to solve this problem by calling your technical team. After waiting for 20 minutes, one agent picked my call. While I was giving the description of the two issues, the agent disconnected my call without my permission and did not call me back. As a customer, I understand that a call could drop because of many reasons. But if that happens, the agent should call me back to continue solving the issue. I would like to raise a concern about this event also.
In summary, I would like to request you to resolve the first problem as soon as possible. I also expect you will take exemplary actions against the second and third issues to make your customer service at least a usable one.
Sincerely,
Md Iftekharul Islam Sakib
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After that I was contacted by one of your Norton customer support agents on November 26 and the agent acknowledged that there is some issue for Norton firewall in Mac. To solve the problem in a better way, he requested for some diagnostic documents. I provided all the documents thereby. Still after 2 months, I have not got any solution to my problem yet. In fact, the problem has intensified after the release of Big Sur 11.1 macOS. Please take urgent steps to solve this issue as this is making customer's life hell.