I am been using 360 since beta. Most of my grips have been of course pricing, better pricing found in the retail chains than at Symantec.com as a repeated user and beta tester. I am an IT pro for 25 years and have used the Symantec/Norton products since the DOS days. My more recent issues came to a point yesterday as I was trying to renew a college son's notebook that had expired 40 days ago.
As it expired, he stopped using the notebook until he returned home for Dad (me) to renew 360. Sometimes they do listen to their parents. As I typed in the new retail Product Key Code, the response came back 'Invalid Product Key Code'. I found this very alarming since I personally took the product (CD/User Manual/Product Key Card) out of the shrik wrapped box myself.
So I called technical support which is nothing new to me having been in IT for many years. I know everyone is outsourcing tech support to foreign countries however I do expect a conversation in English that both parties understand. First question that I have is why does Symantec / Norton Technical Support use YOGI to diagnose issues with remote PC's. Does Symantec Marketing know this takes place? Now I know better, but your customers must and should ask themselves the question "Is YOGI better than 360 since 360 tech support uses it?" Second, the technician did speak English however we were NOT having a very good conversation with regards to understanding each other. She stated my registry was corrupt and it would take a level 2 tech 45 minutes on the phone to correct. I questioned her findings several times but I am not sure MY English was good enough for her's (even though I am Chicago bred and have no accent other than Midwestern). The notebook and registry was just fine and I decided to HANG UP and perform my own support.
I uninstalled and reinstalled 360 and ran the complete scans finding a few items that needed actions in each catagory but nothing alarming. What stopped the Product Code Key from being entered is something you probably are aware of. Then, I registered the software with the new Product Key Code. So the long and the short, I would love to have an alternate tech support number to call where I can understand the technician and where my normal English can be understood. Secondly, Symantec Marketing should be thrashing your tech support group for using an inappropriate diagnostic software. If it doesn't say Symantec/Norton on it - it really should not be used.
Sorry too vent like this but I would have been in touch with my account rep if I was still on the purchasing or support side of IT.
Hi microrub,
iYogi is an independent support provider and is not affiliated with Symantec. How did you locate the phone number you used for tech support? There have been others who have posted here before you who also believed that they were working with Symantec Customer Support, when actually they had contacted iYogi. Global customer support options can be located here:
http://us.norton.com/support/globalmaps/global_links.jsp?mod=cs
I am been using 360 since beta. Most of my grips have been of course pricing, better pricing found in the retail chains than at Symantec.com as a repeated user and beta tester. I am an IT pro for 25 years and have used the Symantec/Norton products since the DOS days. My more recent issues came to a point yesterday as I was trying to renew a college son's notebook that had expired 40 days ago.
As it expired, he stopped using the notebook until he returned home for Dad (me) to renew 360. Sometimes they do listen to their parents. As I typed in the new retail Product Key Code, the response came back 'Invalid Product Key Code'. I found this very alarming since I personally took the product (CD/User Manual/Product Key Card) out of the shrik wrapped box myself.
So I called technical support which is nothing new to me having been in IT for many years. I know everyone is outsourcing tech support to foreign countries however I do expect a conversation in English that both parties understand. First question that I have is why does Symantec / Norton Technical Support use YOGI to diagnose issues with remote PC's. Does Symantec Marketing know this takes place? Now I know better, but your customers must and should ask themselves the question "Is YOGI better than 360 since 360 tech support uses it?" Second, the technician did speak English however we were NOT having a very good conversation with regards to understanding each other. She stated my registry was corrupt and it would take a level 2 tech 45 minutes on the phone to correct. I questioned her findings several times but I am not sure MY English was good enough for her's (even though I am Chicago bred and have no accent other than Midwestern). The notebook and registry was just fine and I decided to HANG UP and perform my own support.
I uninstalled and reinstalled 360 and ran the complete scans finding a few items that needed actions in each catagory but nothing alarming. What stopped the Product Code Key from being entered is something you probably are aware of. Then, I registered the software with the new Product Key Code. So the long and the short, I would love to have an alternate tech support number to call where I can understand the technician and where my normal English can be understood. Secondly, Symantec Marketing should be thrashing your tech support group for using an inappropriate diagnostic software. If it doesn't say Symantec/Norton on it - it really should not be used.
Sorry too vent like this but I would have been in touch with my account rep if I was still on the purchasing or support side of IT.
....I'm sorry you didn't manage to get here sooner! A nasty experience that really does not sound typical.
In general users report back that the Norton OnLine Support via CHAT is the most helpful
To contact customer support Click on this link and work on from there. You may have to scroll down a little to see the CHAT button.
You can choose CHAT or Email; email or phone may have a long wait time and feedback from users tells us that CHAT is by far the best at resolving problems.
Note that that link is to the USA/CAN website so if you are located elsewhere I'm sure you will be able to find the equivalent location on your local Symantec website; some pages have a link at the top right where you can select the country you are located in.
Do a search on Norton Tech Support and this where I got the number from. I see now, all these support companies are almost posing as the real company tech supports. I even asked if this was Symantec Tech Support when they answered to which they said yes.
Having dealt with hardware and software companies in the past that try to push you into using the Internet to resolve issues, and the fact that contact phone numbers are HARD too find, these secondary companies are jumping in now. I was not asked to pay for support but I did HANG UP probably just before that was going to happen.