Harrassed by Norton Chat Service Reps--HOW TO REPORT THIS?

It was initially no big deal.

 

I just asked one chat rep--KERRY--  the difference between my current product --and 360. Before I could elaborate--I was tired---and was going to let her know it was Norton Internet Security--she had typed in --I cannot tell you the difference because I do not know what your current product is. I thought that was immature --she could have easily asked--what Norton are you currently using and kept it moving.

 

I closed the window with a polite--- no prob--moving on to someone more helpful. Only when I tried to get cust svce---it stopped working . My cust svce link have been disabled. I could not  get chat --so I used my safari-- and a different name and got on chat --got the info  I needed and complained to the rep---that it was one thing to to be annoyed and move on---and another to have my customer svce interfered with as retaliation-that's serious. 

 

The rep named Michelle apologized a few times--and then asked me to hold. She got back on and asked if she could transfer. I said Sure --to where and whom. She only said it will be in the same window and she said Have a wonderful evening and added a smiley face. She had switched me back to Kerry.

I am very confused.   Pretty unprofessional--and  feeling harassed.  

 

 

One moment.

sue:

Sure

Michelle H:

Do you mind if I transfer you?

sue:

No! Not at all--but to where and whom?

Michelle H:

It will be within this same window. I hope you have a wonderful evening. I will be transferring to Kerry. :-)

 

 

Kerry B:

You closed on me.

Kerry B:

Now, you will see what happens.

sue:

Can you transfer back to Michelle,please?

 

This session has expired...

 

Thank you for contacting Norton Support. We are currently experiencing longer than expected wait times. You have been now been placed in a queue and our next available expert will be with you soon. 

If you need help to download and install a Norton product, we have an online tutorial with step by step instructions available from www.norton.com/download 
While you wait, please feel free to check it out.

 

You are not currently connected to a chat representative.

You are not currently connected to a chat representative.

I now no  longer have online customer service--it was disabled.  I'm trying right now to get phone customer to get it  working again. I was going to renew---but this is scary.  I cannot believe--I am right now trying to get my service restored--and that it was purposely done by a Norton Rep --and that a second rep would co-sign. It's unbelievable. 

I find it very odd that when I look at that link you posted, it is a re-direction from a website sales.liveperson.net

 

Are you sure you contacted the "real" Norton support?

http://www.norton.com/chat

 

Click that link I posed and see if it is the same site you were at.

 

Dave

WOT puts this "liveperson.net" in the lime green, further, their community (overall) does not regard it highly.  Spacequad reports, "Domain listed on several blacklists...."  Please see:- http://www.mywot.com/en/scorecard/liveperson.net 

 

Tags on Safe Web do not look promising:- http://safeweb.norton.com/report/show?url=liveperson.net

 

Site Advisor's community (overall) does not speak favourably of liveperson:- http://www.siteadvisor.com/sites/liveperson.net/msgpage 

 

Tread cautiously,

 

H.B.  

To be fair, if you did genuinely reach Norton support, you should have included the name of your current product. They aren't mind-readers; they don't know what product you currently have, and it is simply common sense that you state right from the get go what product you have.

 

Also, I dismiss your use of 'harrassed'. You are not being harrassed at all. It is simply misleading to say so. Refer http://www.thefreedictionary.com/harassed

"I cannot tell you the difference because I do not know what your current product is."

 

It is difficult in written language to understand a person's mien or tone. This could be simply humorus, so you could have just said "Internet security". Or it could be a fact statement, I can't tell because I don't know yet, waiting for you to reply. I can't tell if this sentence was ment to be rude or sarcastic. And maybe the representative was actually offended by you when you said "no prob" and closed the window. In any case he should have never said "now you will see what happens"... But don't worry, nothin's goin to happen.

 

To answer your initial question go to http://us.norton.com/internet-security/ and click on "comparison chart".

I've gone from www.norton.com (redirected to AU/NZ Norton website), and am now waiting in queue for a technican. The URL is https://sales.liveperson.net/ (whole URL: )

 

Doing a Google on liveperson.net results in http://www.liveperson.net/.

 

I followed the link www.norton.com/chat, and getting to livechat, same URL appeared.

 

[edit: removed chat link.]

Hi kayte,

 

I apologize for the late reply. My team has been doing some research into this issue, so we could make sure it was documented and reported. We've tracked down the agents who you contacted, and have noted this on their record. We've also let their team leaders know that actions of this type are unacceptable. I'm very sorry that you experienced this poor customer support, and I thank you for sending this information to us.

@Tony_Weiss.  Now THAT is what you call customer service!  Nice to see that kind of follow-up by your team.

Thanks, kevcof. It's unfortunate that this type of follow-up needed to be done, but I'm grateful for any opportunity to improve how we talk to customers.