Extremly poor customer / tech support

Norton Security | Norton Internet Security
1

So I installed Norton 360 (4.0) on my fiance's computer running windows 7 with service pack 2.

 

about a month later, she booted it up, and as Norton was auto loading, it displayed an error and froze the computer.  shut it down via task manager, and went to try and go to this site via internet explorer, however now this isn't working either. Other programs freeze and or hang, and Norton tries to live update for ever if you do try and start it.

 

So we decided to call technical support, however after spending hours on hold, waiting for call backs that never came, and basically after being asked the most basic questions (is internet "on" ,  is the computer on, do i have windows installed, etc. I get transferred to the ENGINEERING team, the only thing of which they engineer is excuses.  We tried calling you back, etc. yet no calls on either of our phones, and other b.s. excuses.  So after checking how much ram i have, etc, they try running scan disk and log off without saying anything.  After that is done, i try calling back, and they poke around again before simply running the same test.  several nights of watching them repeat their actions and wasting my time they give up and advise me a "Development team" will call me back..........

 

It has now been 24 days, I've called about once a week for an update, and nope "they will call you when they have resolved your issue."

 

THat may be fine if i didn't need my computer, BUT:

 

MY fiance and I are getting married on the 30th, and we cannot retrieve our guest list, rsvp details, food selections, and vendor info.

 

Because we can't get this to our vendors, we are at risk of losing our hall and caterer.   I have never seen my fiance cry so hard about her wedding being in jeoprady.

 

Does norton care? NOPE.

 

Additionally, she is enrolled in a course and her final assignment (3 months in research) are unaccessible.  She needs to submit this before April 29th. (Friday).

 

Does Norton care that she is now going to fail her exam and be out $2500?  NO!

 

Does this sound like a company who cares about their customers? NO!

 

They haven't called us back once, we have been chasing them and calling them, sitting on hold for hours for NOTHING!

 

SO:

 

Dear Norton?

 

To whom should I send the bill for our ruined wedding? my fiance's course costs, and the suffering you have caused us????

 

100 bucks says they never respond, other than their template "what version are you running" response they auto send before disapearing hoping you will solve it on your own?

2

Thanks for the reply,

 

we can get to safe mode, but windows explorer crashes quite quickly with either load option.

 

This didn't start happening until norton mucked around with a bunch of settings though. :(

3

Does it give you enough time to get her important files?

 

4

So I installed Norton 360 (4.0) on my fiance's computer running windows 7 with service pack 2.

 

about a month later, she booted it up, and as Norton was auto loading, it displayed an error and froze the computer.  shut it down via task manager, and went to try and go to this site via internet explorer, however now this isn't working either. Other programs freeze and or hang, and Norton tries to live update for ever if you do try and start it.

 

So we decided to call technical support, however after spending hours on hold, waiting for call backs that never came, and basically after being asked the most basic questions (is internet "on" ,  is the computer on, do i have windows installed, etc. I get transferred to the ENGINEERING team, the only thing of which they engineer is excuses.  We tried calling you back, etc. yet no calls on either of our phones, and other b.s. excuses.  So after checking how much ram i have, etc, they try running scan disk and log off without saying anything.  After that is done, i try calling back, and they poke around again before simply running the same test.  several nights of watching them repeat their actions and wasting my time they give up and advise me a "Development team" will call me back..........

 

It has now been 24 days, I've called about once a week for an update, and nope "they will call you when they have resolved your issue."

 

THat may be fine if i didn't need my computer, BUT:

 

MY fiance and I are getting married on the 30th, and we cannot retrieve our guest list, rsvp details, food selections, and vendor info.

 

Because we can't get this to our vendors, we are at risk of losing our hall and caterer.   I have never seen my fiance cry so hard about her wedding being in jeoprady.

 

Does norton care? NOPE.

 

Additionally, she is enrolled in a course and her final assignment (3 months in research) are unaccessible.  She needs to submit this before April 29th. (Friday).

 

Does Norton care that she is now going to fail her exam and be out $2500?  NO!

 

Does this sound like a company who cares about their customers? NO!

 

They haven't called us back once, we have been chasing them and calling them, sitting on hold for hours for NOTHING!

 

SO:

 

Dear Norton?

 

To whom should I send the bill for our ruined wedding? my fiance's course costs, and the suffering you have caused us????

 

100 bucks says they never respond, other than their template "what version are you running" response they auto send before disapearing hoping you will solve it on your own?

5

Seeing as you can load Windows using Safe Mode, and after you get important documents transfered, Try Uninstalling Norton in Safe Mode, after that, does that make a change for the better??, You could also use System Restore to go back to before you installed Norton to begin with. Settings etc.

 

Quads

6

THanks for the suggestion, unfortuynately the computer isn't stable for long enough.  Norton's tech team has tried uninstalling and reinstalling multiple times to no avail :(

 

 

7

Uninstall Norton Completely in Safe Mode, and leave it off, then use the Norton Removal Tool.  After that does it stablize the system somewhat??

 

Quads

8

If it's not stable enough in safe mode to copy some files I doubt it will be stable enough to uninstall 360.

But it's worth a try.

 

Wildcat-

Do you have a broadband internet connection and with the system your using now would you be able to burn a CD?

I can give you instructions on how to get her important files off that system.

 

You would need:

Some sort of removable drive or flash drive

A blank CD and a CD-Rom burner

A broadband connection or access to a system that can download a large iso file.

 

Dave

9

Hahahaha, but one comment was missed,  Symantec support were able to try uninstall and install Norton many times in an attempt to fix the Norton problem, so not unstable enough to uninstall Norton for them.

 

Quads

10

I saw that, it says they tried.

I also see where Wildcat says the system is not stable long enough to copy the important files.

To me it seems like copying files would be faster than uninstalling.

 

I was just trying to help them get the important files off the system.  It seemed to me it was pretty important.