Customer Service Feedback

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1

Is there a way to provide feedback to customer service? I have a list of things I wanted to mention that Norton could use the improvement. I prefer to do it via email.

Also, I am still having the issue of Norton blocking an attack that has not been resolved. I feel ignored and nothing is being done about it. Also, I see there a program on my computer that was installed by representatives of Norton and was not uninstalled and I do not know what to do with it. I would appreciate any assistance in this matter.

 

Thank you

2

@jtonia,if you like can i know what browser are you using ?

there is a perfect browser ,it has a built-in ad blocker,built-in video downloder ,hack check and some advanced settings also,if you like you may download it,i am not giving a url since this is a reply the experts may think i am trying to steal your personal info by sending an URL,so, searching by name,:))    avast secure browser       ok?it is fully free and it has a built-in VPN but to use it, you want to download avast vpn or avast antivirus to use the VPN,,but i am not wanna to introduce AVAST antivirus since i doesn't like that antivirus,,And if you are not using the avast browser and you are still seen the problem that norton antivirus showing "an web attack stopped" youmay use NORTON eraser which has came with the antivirus  !!ok?i hope this may help you and all that facing this problem so,see you soon bye! STAY SAFE!

 

 

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Simply put, there's NO way to send direct CS feedback.  No support email, no support/contact/feedback form... NOTHING!!

For me, I am one of the many users/customers who have been affected by the March 2-3, 2020 incidents:

1. Current NSP customers being force-upgraded to N360 subscription without user consent or warning
2. Current users of legacy software versions (v21.x of before) being forced-upgraded to v22x through Live Update, again without warning

Right now I'm being affected by (2), because v22.x has been causing various system error issues on legacy systems like XP (SP3) which I'm still using.  In addition:

a. Since v22.x was released back in 2014-15, the said XP system error issues have had already occured, but some five years later, still no fix has been given;

b. Customers on legacy versions have been unconditionally allowed to continue running on such older version under valid subsciptions, until the March 3 forced upgrade hijack thru Live Update (regardless of the admin setting of "Automatic Download of New Version"), again without user consent.  Now, affected customers CANNOT even revert to the older client software, as running Live Update will automatically initial older version software removal.

See here for more details on the v22.x software system error issues on XP:

https://community.norton.com/en/forums/recent-forced-nis-update-xp-sp3-v217xx-v22xx

https://community.norton.com/en/forums/forced-norton-product-n360-upgrade-causing-application-errors-xp

Have contacted Forum admins and submitted SymHelp data logs from the error issues, as requested.  Still NO feedback or solution whatsoever.

Seriously, what more can I do??

 

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Hello @jtonia,

I'd like to learn more about your experience. I've sent you a forum Private Mail, which you can access from the Forum header's "Inbox" option.

Look forward to talking with you.

Matt

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Thank you! I really appreciate your help!

Thank you

6
I feel so hurt and disappointed that my concerns are not being addressed appropriately and I cannot believe such a terrible customer service I have received.

Okay, I've reached out for Help from Symantec staff.  Please be patient as the weekend.  I expect staff will follow-up with you here.

The leftover file sounds like https://technet.microsoft.com/en-us/sysinternals/processexplorer.aspx

Web Attack > https://www.symantec.com/security_response/attacksignatures/detail.jsp?asid=29358

7

Norton keep notifying me that it blocked an attack called Web Attack: Proxy Malicious  Auto Config File Download. It only occur whenever I sign into my computer.

I have tried numerous times with the Norton Support with the case number and I have gotten nowhere with it. I even purchased the one time virus removal and spyware and it did not help me as I am still seeing it. I was supposed to receive a follow up call yesterday at 5 pm but the call never came. I feel so hurt and disappointed that my concerns are not being addressed appropriately and I cannot believe such a terrible customer service I have received.

The file that the representative left is called procexp.exe. I have no idea what is it and what to do with it and I have not received an explanation for it.

I wasted so much time with Norton in trying to fix the problem. I am not pleased with their service. Also I would be glad to provide a list of things that I have concerns about. Where would I write feed back for their customer service?

 

Thank you

8

Norton Feedback 

does the program installed by representatives have a file-name, presume it was for remote access and may be deleted

Please tell us about > Norton blocking an attack...
are you seeing History reference to Unauthorized access blocked...?

You may re-visit with Official Norton Support and reference prior case number.
Chat with Official Norton Support  --- Call Official Norton Support