This is the worst customer service I have ever received EVER. I will never purchase another product from Norton. I purchased the computer tune up on 1/1 and I've had the worst time redeeming the service. Unfortunately, when I called in to redeem the service, I couldn't understand the rep due to their accent. I tried to be sensitive to that but since the computer tune up requires a 45 minute call and I'm not technically savy, I need to fully and clearly understand the instructions being given to me. I tried to explain this to the rep but didn't get a positive response. I ended the call and tried to call back to speak to another rep but with no luck.
The agent Bhanu P made sure all my calls were routed to him because I told him I didn't want to speak to him because I couldn't understand him. Every time I called, I would be put on hold and be routed to him. When he answered I would hang up and he would call me bac 3 times in a row. I called back the next day and the same thing happened. I asked him why all my calls are routed to him, without even asing for my account details or email, he replied "Because every time you call, you keep hanging up." I said, "because I don't want to talk to you." I asked to be transfered to someon else and he said he would not transfer me, so I hung up. I called back and the same thing happened again, my call was routed to him.
I called in to the refund department and tried to cancel the service and was told the service couldn't be cancelled. I decided to chat to do the service and my chat was transferred to the same rep Bhanu!!!!!! HE REFUSES TO HELP ME. Afte finally being transferred to a rep, I was told it would tae 45 minutes to do the tune up. I still attempted to do so but the first thing she asked me to do I didn't understand because of her accent. I am not trying to be culturally insentitive but as I said, when dealing with certain situations, It is extremely important for me to clearly understand the rep and technology is one of those situations. In order to complete a 45 minute call to redeem the computer tune up, I need to clearly understand the instructions I am being given. The rep asked me to type something into the browers and I didn't understand her. I had to ask her to repeat herself 3 times and all she asked me to type was the word help... we didn't get past there. Can you imagine a 45 minute call where you need to ask the rep to repeat every word spoken 3 times!!!!! That call would have taken forever. I have been politely asking to speak to a rep with who speaks english as a 1st language or someone with an american english accent and this is why I'm being treated so badly. I have been trying to get this done since 1:30 today and it's now 3:30 and I'm still without a computer tune up or a refund.
I am only trying to redeem my product, understand the instructions given in the 45 minute call it takes to do this and move on. If this is not possible, just refund my money. To give me a hard time because of this is unfair and unprofessional. I can't believe I'm having this experience. It's sad. It really really is.