Customer Service is appalling

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I installed Norton AntiTracking on 7 Oct 2021 on my Windows 10 desktop. It seemed this was making my Norton Security Live Update slow for downloading/processing the next day and for many days.  I called them on 10 oct 2021 and they tried to connect with me remotely.  It wouldn't work.  They said they would have someone from Technical Level Two call me back the next day at a prearranged time.....they didn't call.  Fast forward a few days, I finally got to speak to Level Two Supervisor and he said their Norton Server was down and to wait 24 hours - I waited 48 hours and the same problem.

On 22 Oct 2021 I decided to get rid of Norton Security - found out they really aren't supporting it anymore, so I opted to purchase the new Norton 360.  My screen said it was downloading and then installed.  No icon on my desktop screen and looked to see if was downloaded somewhere else....it wasn't.  I cancelled my AntiTracking today (22 Oct).  Uninstalled it, re-booted my computer and tried to download Norton 360.....said the same thing - it was installed.  NO it wasn't!!!

I then called Norton (22 Oct) again to say I was having problems with the download.  Norton passed me from one agent to another...I was on the phone for 1-1/2 hours.  Finally got someone from Technical Department and we tried to connect remotely....again it didn't work.  Set up time for someone from Level Two to call me this morning (23 Oct) at 8:00am and no one called.  I called AGAIN and he said someone would call me back today only. 

I can't seem to find an answer about installing the new Norton 360 on this forum.  Wonder if anyone else had a similar problem???

I have used Norton products since 2002 always had quick response and resolution of any problems. The last few weeks I have NEVER had such poor customer service.  Have they downsized their Staff because of Covid?  Probably so.  I am tried of hearing them saying "I'm sorry" or" I understand"  NO they don't.  They just you on to someone else.

Up until now I was all for Norton, but if this isn't resolved soon I will cancel my entire subscription - Norton 360 and Lifelock and use another protection service.

This whole process has been exhausting.

 

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Good news. Thanks for posting back.

 

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Update - Norton Level Two did NOT call me back as they said would - "sometime on Saturday" after my first no call back Saturday morning.

This  morning after reading the above comments I decided to give them ONE more chance in helping me install Norton 360.

I called the Technical line and the person that answered (first person) was able to walked me through the whole process on the phone, without any Remote connection.  He did use the Norton Removal Tool....then stared the download process.  Norton 360 installed....YAY!!

This gentleman was so kind and patient and I thanked him very much for helping out.

I don't know why in the heck all the other Tech's didn't do this in the first place.

I was on the verge of cancelling Norton completely.  Not now.

Thanks everyone for you comments, I appreciate it :>)

 

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For the Norton Removal tool, use the Advanced Options > Remove Only. That will get the full uninstall that xjoex is referring to. Also be sure you are using a Windows Admin account to do this.

After your installations, did you check the system tray for a Norton icon? Be sure you check the hidden icons. 

You also need to be sure you have restarted your computer after the install. Possibly a couple of restarts.  Restart, not shutdown and startup again if you have Windows Fast Startup feature enabled.   If you use Windows 8/8.1 or 10, there can be an issue with the Windows Fast Startup feature.. See more information here.

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I am not sure what your exact problem is but you might try running the Norton removal tool to be sure everything is removed before you then try reinstalling Norton 360. Make sure you do a complete remove and do not save any Norton settings.

https://www.norton.com/nrnr

I have found customer service to be much more sales oriented rather than technical. There are many experienced posters in this forum that will provide you with some technical support.

 

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Good luck getting a refund, I've tried 3 times and spent a lot of time and still no idea what's going on. They screw with you big time trying to get a refund.