On power-up, Norton flashed a warning that 'a disk optimization is required to improve performance' so I OK'd it. Immediately there was an "Error 3039,1" warning - see separate thread. The Optimization finished and I clicked on 'more details'. This told me that Norton was 'unable to analyse my two disks' so I went for help. The Live Chat option appeared, which I selected - it gave me the case number and very soon afterwards, at 7:45:18, a welcome message from the adviser appeared. He/she viewed the Norton minimized screens and then went away. I closed the Live (sic) Chat at 8.15 as the adviser hadn't responded.
So, I have three questions:
(1) Is Norton's failure to 'analyse my two disks' a serious problem and can I ignore it?
(2) Most Live Chat systems allow the caller to add a message at any time - eg an afterthought. Norton's doesn't. I wanted to mention the error message (probably not connected to the failure to analyse but couldn't - after you enter your message, the dialogue window disappears. Is this an improvement to Norton's Live Chat that Norton might consider making?
(3) As the adviser would still be able to view my screen I created a notepad mini-screen which I left open. Below is what it said. Is Norton happy that the adviser took so long and also failed to update me?
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Case number [Removed]
Hi Rohit. Are you still connected? David 07:55
PS as you will have seen, I have an error message (3039,1) and will have to deal with that when you've dealt with this optimization problem. David 07:59
Hi Rohit. I appreciate that you are probably dealing with more than one case at a time but waiting 15 minutes without knowing if we're still connected is frustrating. David 08:01
Rohit. At 7:45:18 you said "Welcome to Norton Support, my name is Rohit. Please give me a minute to go through the information you have provided." That was eighteen minutes ago - I've no idea what you are doing or even if you are still there so at 08:05 I will close this chat and go to the Community Forum. David 08:04"