This is more of a suggestion for Norton and management…
Message to NORTON management:
Please train your level 1 support more. They are not quite up to par. I have noticed this over time and over several years now with so many issues. Many issues i end up solving on my own. You tend to create cases that just sit out there forever.
This needs to change. One specific thing on the restores… the support person just told me that you just restore the machine or backup set, but that is not the full story. You can select files to restore or folders. i found that out later on. I see this happen a lot there. The other thing is that they dont try enough troubleshooting either. A simple sign out and back in on the mobile app fixed the set up issue. And then a repair on pc and restart fixed it there. Both , i solved myself while my case sat out there for over a week and no resolution and no callback or update. Please train front line staff more , Norton. And also fix all the bugs. Please use the product first, then release. Why release to us to test? That is not good. It puts it on us. And set a deadline on cases and if not resolved, let us know why and provide a new ETA. Dont just leave the case open for months or years. That is no good. Thanks. -All of us.
*Also, i would suggest creating popups within the app with more instructions and tips. Provide all the easy steps that could resolve issues (on the app). Have a tab of instructs. Add simple fixes for common issues. Then have a restore section. We do not do this 24/7 but i do feel that i am more knowledgeable now then most of the front line level 1 support there…only because i have had so many issues with this product. Please take my advice, Norton managment. it is the right thing to do here. I wish someone would listen. You need better management or someone who has been through this like I have. Start listening to customers please. i think i could really improve this app and experience. It would not be that costly either and would probably cut down on calls. You have to take a step back to then be able to fix things and enjoy that return. You put customers through a lot of stress. I have done my part here though. i did everything i could here to help everyone else. I paid a price but that is how i do things.
Who is in charge there? Who is it that accepts this? That person is not doing their job properly. That person is a problem. This is a case of not caring much about the user experience. That is negligence. You have feedback, but you need feedback to the CEO. That person needs to know this. Where exactly does my feedback go? Please improve this Norton. I have given you examples and tips here. Please use this. Get the front line level 1 people trained up. Give them the product to use. that should do it. They will deal with bugs and then get it and feel the frustration of waiting years for open cases. DO that and this will be a great product at some point. thank you.
