Just got off the phone with Norton Technical support. It was not a good call since that the majority of the call was spend repeating words, trying to spell out words, no command of English and background noise that completed interrupted the call on several occasions. For a topic and resolution that should have taken 30 minutes to resolve, because of the interruptions and the misunderstandings, it took over an hour to resolve. At the end of the time, I am still not sure that the results will be what I requested. A very poor call center experience and it demonstrated the lack of professionalism and respect that Norton has for its customers. I will be searching for another company that provided the service and respect and the feeling of trust that I had experienced from Norton. Norton, you failed me and I’m no longer wanting to be associated with your brand. I will send this to other social media sites as well. Maybe Norton should consider the vacuum cleaner business because they really suck at communication.
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Michael I relate to your communication issues with the Norton call center. I have been trying for over three months to get Norton to identify that a wire refund RMA4401680 was sent to my Chase CLOSED account (a misfortunate issue with timing on my part). As according to Chase funds coming into their financial institution directed to a CLOSED account will not be taken in and will be returned to the originator - NORTON. Norton is expecting me to confirm that Chase has the funds, Norton will not put a tracer on their wire payment to me nor will they check their account to see if the funds were indeed returned. I am trapped in a dead zone and multiple calls and multiple cases opened and closed and yet every time I call they reiterate the same details and will go no further to assist. I’m a truly at a loss on how to get Norton to speak with me to resolve.
I’m really sorry to hear about your frustrating experience. It’s so disappointing when something that should be simple gets dragged out due to communication issues and lack of professionalism. Customer service, especially for something as critical as security software, should be efficient, respectful, and clear.
It’s interesting how much more efficient support automation and AI chatbots have become in handling these kinds of issues. They eliminate a lot of the communication barriers and can often provide quicker, more accurate information without misunderstandings. Many companies are shifting towards AI powered customer support, which not only improves the overall experience but also ensures that customers get the help they need promptly and professionally.
Hopefully, Norton takes feedback like yours seriously and considers improving their customer support . In the meantime, I hope you find a service that values your time and delivers the support you deserve. Thanks for sharing your experience. It’s a good reminder of how important good customer service really is.