Hi. This morning I had probably the worst experience ever with the Norton Support Center. I contacted them via the 24/7 Support Chat. I had asked them to solve a problem that prevented me from changing the settings of the backup, before doing a new backup. To put it in simple terms, I wanted to create a new Set Backup, (without deleting the old one) before doing the backup that was already prepped to be (the old one). The person/technician I talked offered to me to access my laptop from remote to try and fix the problem. When it was clear that he would not be able to fix what was going on, he offered to remove/delete the Norton application from my laptop and then reinstall it, which I consented. After doing so, when the app was installed once more, a few pop-up windows opened, and still through remote access the technician tried to tell me with the representation of an arrow what I had to do. Given that I did not understand what he wanted me to do (as he had not used the chat that was still open between the two of us to communicate) I tried to write him a message, to please explain with words possibly, so that I could understand without any problem. Before I had the chance to send the message, he simply closed the chat, and ended the remote control of my laptot, leaving me with a problem worse that when I had contacted them, as I found out that he did not only delete/remove the Norton app, but he also deleted the one backup I had in the cloud without my explicit consent. Now given my basic informatic knowledge the backup could not have been deleted simply by deleting the app, as the app was on my laptop and the data of the backup was on the cloud. I have to set everything from the start once again, which will cost me a lot of time and a lot of patience and I will have to go to the ends of the earth to find out if what was saved on the cloud (on the original backup deleted by the technician) is also saved in an exterior hard disk, which is highly unlikely, given as the data was never downloaded. With this message, other than share my terrible experience, and advise anyone to never contact the support unless strictly necessary, cause you never know what they will delete without your consent, I also wanted to ask if there was an email, a phone number, or any way I could contact Norton directly to let them know what had happened to me and to inform them about the complete incompetence and the total disinterest with which my request was handed. Thank you for anyone that will provide an answer.
(PS: thank you also for reading my rant)
