I would like to send a special commendation to a particular telephone attendant that has really, really made a difference to my day. Given the state of the world right now, I considered this situation like 'finding a diamond amongst the hay'.
I was in a very sad state of mind on Friday 12 May 2023 when trying to uninstall my Norton 360 Premier, and then trying to install my Norton 360 Premium, as I was trying to have an anti-virus software program that was suitable for 1 PC only (the Norton 360 Premier was originally set up for 3 PC's which I wanted to change to 1 PC only).
I had made a phone call to Norton on telephone 1800 224 645 to request assistance, as I was having trouble trying to uninstall the old program (Norton 360 Premier - 3 PC's) to the new program (Norton 360 Premium). I spoke to a gentleman named Yash (Case Number 77664353) who was very polite. He attempted to resolve my case but he found it difficult to understand my request. He was able to install the new product but I noticed the old product was still on my PC, and I was not sure if that was the right arrangement. However, as I am not computer savvy I just left it as it was.
After a while, my wife asked me about the situation - she asked me "the newly installed program does not allow me to do a 'Quick Scan', nor a 'Live Update', nor a 'Norton Deep Scan' ". From this, I determined that the installation from the first attendant was not right.
So, I made another call to Norton on telephone 1800 680 026 to try once again, and I spoke to another gentleman named Sunny Ma. Unfortunately, he was even less able to assist me. He struggled so much that he asked me to conduct the communication via sms-texting. Being from the old school, I agreed politely to his request, but I was uncomfortable with this new way of communicating such a technical matter. He asked me to put all my issues into the sms-text screen that required me to type alot of technical issues into the chat-box. This was very difficult, and I am sure that I could have done the communication much quicker via the phone. I noticed that after about 2 minutes of communication he advised me that he was not able to help me, and his sms-texting ended quite abruptly. I was devastated. I could not believe that such behaviour from Norton would occur in my time of need. WOW, this was a difficult situation.
After having discussed this situation with my wife, even she became despondent with the whole matter - she simply walked away from the office PC and was very upset. I was facing a conundrum. My wife could not believe that Norton could be so rude as to just stop communicating without trying to get another person to help out.
I had a sense that something good could happen, so I re-charged myself and tried once more. I phoned Norton again on telephone 1800 224 645 to try to re-instate my old program (Norton 360 Premier) and avoid going to the troublesome Norton 360 Premium. It seemed that the new program was causing so much problems in the technical department of Norton, so I considered going back one step to the original old program in the hope that I could get some reprieve from this stressful situation. I was getting despondent, so I was willing to do something drastic. I concluded that I had to get anti-virus protection for my wife's PC to help Linda calm down so that she could enjoy her internet experience.
My call was received by a female assistant named Vaishnavi (Case Number 77664353). From the outset, I could hear in her voice that Vaishnavi was a very polite and attentative person. She listened to my description of the events of this afternoon. She indicated empathy for my situation, and then she assured me that she would make everything right. She advised me that she would uninstall my old Norton 360 Premier, uninstall the other Norton 360 versions that were installed by the previous 2 attendants, she would cleanup the registry of any remnant files that were created by the previous attendants, and she said she will reinstate confidence in the new Norton 360 Premium product as she knew that the Premium product is the best product for my requirements.
Well......let me say....I was instantly memorised by this amazing statement. Because, after having spent half the morning and half the afternoon, as well as the time that my poor wife had spent on this issue to which she was driven to despair, I was so amazed that Vaishnavi could propose something so distant to what happen during the day; a seemingly impossible dream that was presented to me, to which I had no possible hope for realisation.
Vaishnavi then commenced to weave her magic. She then spent the next half hour quietly and diligently working through the problem. She firstly set-up the remote connection via an app called 'LogMeIn123'which allowed her access to my twin-screen. She conducted file clean-ups, file re-installations and even reinstated Norton Anti-Track (stops phishing and pop-ups). She provided ongoing commentary as to what the various products were designed to do. This gave me an all-round great experience for the Norton products that I previously had little understanding of.
By the end of the session, Vaishnavi was successful in installing the new software Norton 360 Premium, updating my Norton Anti-Track, and showed me the features available to me on my newly installed software.
Wow, what an amazing turn-around.....what an amazing soul.....she saved my and my wife......she has performed an amazing feat.
I am so happy now. I never spend time in sending comments on products that I purchase. I normally just get on with life. However, I have been moved by the amazing grace and technical poise that Vaishnavi has shared with me. I do hope that this communication gets to the management of Norton, and I do hope that Vaishnavi is recognised for this great feat.
I am a little more happy today, and I have a little more hope in this world knowing that people do care. I want to keep on believing. I want to thank Vaishnavi for that.
Thanks from Linda and Sam in Australia.