The person I spoke with was helpful and informative. HOWEVER, I had great difficulty understanding him, even though he spoke "English'. The difficulty was because of the accent he spoke English in.
Please understand that I am not placing my form of English enunciation above or below anyone else's form of enunciation. However, if I am providing Customer service to a particular region of the world, it only makes sense that I would want to make myself as understandable as possible to people from that region. If I were from Boston and serviced people from Georgia, it would make sense that I would learn Georgian enunciation [and slang (colloquialisms)?] to be in the best position to communicate and service people from Georgia.
Years ago I and a work colleague, from CT, had to communicate with a British individual for about an hour. All three of us spoke "English". However, after about one hour of conversation between the three of us and the British individual left us, my work colleague and I discussed how both of us had to FAKE understanding the British individual. After phone conversations with this individual, I had to tell him to confirm by email, because I didn't understand him at all.
Many years before that, I had to work with someone from the southern part of the U.S. It took me weeks before I could start understanding what she said without significant difficulty. I would FAKE understanding to avoid embarrassment on either of our parts.
I used to work with two people of Asian-Indian background. One, I had no problem understanding his English; the other, EVERYONE had difficulty understanding his English. Even the "one" I could understand had difficulty understanding "the other", when they both spoke English to each other. We would all talk about our difficulty in understanding "the other", but I wonder if anyone told "the other" about his communication difficulty.
I would suggest having a training program for Customer Service Representatives to speak, not only in the language of the region they are servicing (which they may already know how to speak in), but ALSO with the enunciation [and slang?], used in the Region they are servicing. If regions being serviced have multiple "dialects", one would have to use the dialect that is accepted as "standard" in that region, that everyone in that region would most likely be able to understand. For those servicing the USA, this would mean a mid-Western US dialect. Don't let lack of other similar comments affect determination of the importance of this because the natural tendency is to not want to say anything to avoid embarrassment.
I will avoid calling customer service in the future. The reps (3) I talked to about my problem absolutely had no English skills and were lost if they could not read their responses from a manual. They could not offer any help once we were unable to achieve a remote access and all refused to let me talk to anyone else. This was very frustrating. I was tempted to replace the product but after talking to associates that use other products found they’ve had the same issues. I eventually figured out the fix. Norton obviously does not want customers calling in for assistance after purchase. They certainly had excellent communication skills when I was providing my credit card number. Oh well – still a good product but am very disappointed. Will do some research before I renew mine and all of my Company subscriptions.
Sorry to hear you had a bad experience.
Could you tell us what the problem was (and what the fix was) since there is plenty of experienced help here from volunteers backed up by Norton Staff (names in red). It will help us all to know this, with some details of your system -- version of Windows and which Norton product and version ......
The computer is a Toshiba 665 running Windows 7 pro -core due 3 processor. The issues started when I downloaded an upgrade. It downdloaded and installed ok - but then the Norton Internet Security would not open and was not "working". Finally after no success with customer service I unstalled the product and had to go in and erase all files that were remaining. I then reinstalled the old version and it seems to be working fine. Apparently customer service issues are common with all providers, after talking to friendds that have other programs. I like the product so opted to do the reinstall. The only frustration is the loss of idenity safe - but that can be rebuild.
I'm glad it looks as if you are on the way now. When you get your Identity Safe back fully do Export the data file in both formats that are shown and save them in a safe place off the hard drive -- a disk or thumbdrive -- because things to happen ....
If you are on 2012/V19 at present and it's working OK for you you may want to go into Settings / Updates and disable the Automatic Download of Version When this is on it does not automatically update you to the next major version (eg 2012 > 2013) but it does download the needed files during idle time and then ask if you want to update which can be confused with normal liveupdates for the 2012 engines and definitions etc. There's no point in downloading those files before you need them to install since they could become outofdate ......