I have been a subscriber of Norton 360 products for past 11 years. I am based in Mumbai, India.
I have been experiencing :
(a) Products (Norton 360 & Norton Utilities) throw up major errors which are product related and without any apparent reason
(b) When I cannot resolve these error on my own, I have sought support from support executives. My experience has been quality of assistance rendered is poor. The problems take long time to get resolved, No explanation whatsoever is provided on root cause of problem / error messages (which have manifested on their own with no apparent reason) even when specifically asked, executive is too slow even to understand the problem, and in recent two cases the problems were plainly ignored by executives / did not resolve them even after attempting.
Recently, when asked about mechanism to escalate and complain about the poor service, the executive replied, there is no way to complain to anybody. He said he cannot give any email ID / telephone number. After insisting for these details, he put me on hold and finally said, you can post at the community site. That is exactly I am doing now. In my experience, service has started deteriorating from 2020.
I have case nos, dates, executives names etc. If these are required.
If someone is reading my post and can guide me to derive improved service, I will be thankful.
- Milind Nadkarni