As an individual who works in a customer service related field I pride myself on my normally high level of tolerance and patience.I understand language barriers and the difficulty of dealing with continually disgruntled customers, therefore I try to speak calmly and treat each customer service individual with respect. Yes I am a customer but I am not above those who are working to correct my problems. That being said, I am appaled at the situation today!
Both myself and my extended family use Norton as our virus protection. It is a system I am familiar with, however when my 74yo Grandfather asked me to help him fix an issue with his Norton I decided to simply take advantage of the supposedly excellent customer service team instead of going through the hassle of fixing the issue myself. That will be here forth known as mistake number one!
The first technician I was assigned was helpful and polite however my internet connection was spotty and I opted to disconnect and try again later. That was mistake number two! Not asking for the same technician will make a total of three bad personal choices.
The second technician was rude, grunted "mmhmm" instead of trying to form the simplest yes or no. He ignored the vast majority of what I said to him in the beginning of the call and than said in an accusatory voice that I did not "tell him" about the error code I was receiving when in fact I spent a few moments explaining it. Half way through I asked in a very snide voice if I couldn't speak with another technician as he was obviously unable to treat me with the most basic common decency and continued to speak to me as if I were an computer illiterate waste of his time. From his tone of voice to interuppting me mid-sentence repetativly, I found him to be absolutly disrespectful!
I am thoroughly disgusted at myself for having lost my temper with the technician [Removed]. However, I am that much more disgruntled at the level of insensitivity to the customer that he displayed. His refusal to fully acknowledge my concerns as a customer were frustrating at best as well as patronizing. After my little episode of temper he became very polite and contrite. He then proved his competence and I can find no fault with his ability to solve my issue. I highly recommend a full course of training in basic manners for this gentlemen. No language barrier can be sufficently large to allow such blantant disrespect.
In the end I am satisfied with the results, especially with the remote connection tool, however I will be requesting a different technician should any further issues should arise but only after I have exhausted all efforts outside of Norton customer service.
I am posting this here because I have been unable to find a complaints box. I have half a mind to call back customer service and ask to speak with a supervisor.
Signed,
K.A.Doyle
A very dissatisfied customer.
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