Norton support, like that of other companies, needs to rethink its tech training. Techs waste time asking the customer to repeat information already given, starting with the initial problem or question. If they need an account number or phone number or operating system, get that upon sign-in. I could also do without the small talk about how the tech completely understands the problem and will provide a solution. The tech can't fully understand the situation until more interaction takes place. I don't trust the quickie remote control strategy; I've seen techs move the cursor around and around, searching multiple parts of a program or settings to no avail. I want them to know how to check or adjust something immediately. Try to determine how computer savvy a customer is so the tech doesn't talk down to them. Ask pertinent questions like "When did the problem start?" "Does it affect anything else?" Have you checked so-and-so settings?" "Exactly what does the error message say?" The tech should be specific about which page or window the customer should be on. And so on. I was a computer tech in the 1990s and know how inefficient training wastes everyone's time!