Is there a better way to get a response from the "Dedicated Support Team"?

I have been trying for 4 weeks to get a response from the Norton’s on a file corruption THEIR antivirus software created. EVERY time I have followed up via chat I’ve been told the *'dedicated support team will contact me within 24 hours". NOTHING! I’ve had chat agents just end the chat because they just can’t be bothered, and its probably blowing out their call stats. I have tried to talk to a real person. Shortest wait time 45 minutes longest 97 before I gave up in disgust every time. The product works really well until it doesn’t then it appears you are on your own! I have asked for transcripts of chats and 50% of the agents cant figure out how to do that! One after telling me it was illegal to send me the chat transcript? Other than consumer affairs or legal channels, does anyone have any ideas? BTW currently in the phone wait queue for 40 mins!

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I have given up on contacting Norton support except for some very simple subscription issues.

I have found Norton 360 is rather a self help piece of software where you have to find answers for yourself or via these forums.

Unless you wish to spend many hours waiting I would recommend asking here where many volunteers familiar with the product are willing to help.

Yeah, I’m also in a state of not knowing what to do now, recently my ssd went faulty, and had to change a new one, obviously new window were install, i still have my subscription for that p.c. but it seem like i can’t use that licence for the new ssd. All i can do now is put on 1 star on google app store and stop the subscription renewal. Maybe that way, the customer support would try and contact me.

I used Chat GPT to find the support phone number. 1-800-416-0599. I will NEVER use a Norton product again. Their support website is an absolute joke. Designed to put you in a never ending circle of hell. They answered that phone number with almost zero wait and gave me a refund.

If you’re in the U.S. try 800-745-6034. You’ll go through a phone tree but I’ve been able to reach tech support. I’ve called in the evenings and the wait time wasn’t too bad. Chat was an entirely different experience. Never got through to a live chat agent. I give up after waiting an hour.

Good luck.

I don’t think they care about bad reviews. They just want your money.

Problem is THEIR antivirus software quarantined a program on my system and it can’t be 'unquarantined. It’s not like it was a new program. Both have been on my system for over 6 years!

Not good but not shocking. When V24 installed on one of my computers, it deleted (not quarantined) one of the required app files so the app wouldn’t start. Had to reinstall the app. It was iTunes. Fortunately it was an easy fix but crazy that N360 would randomly delete part of a third party app.

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I can’t reinstall because it will just quarantine again!

@KM_LeLievre I don’t know if you’ll find a solution to your problem on the thread at this link but give it a read. It’s the closest discussion I can find addressing a problem similar to yours. Trustworthy programs ending up as IDP.Generic and I'm sick of it

Keeping my fingers crossed for you.

I forgot to add that I reinstalled V22 because I got sick of V24. I read that V25 is out now but I’m staying with V22 until I have some assurance that V25 is as stable as V22. I did keep one computer on V24 but I’m keeping that offline for the time being.

Just an update. 5 weeks and counting. My issue was only ‘escalated’ when I started complaining on 25 Jan (reported 6 Jan). Now some fun ‘facts’ - The ‘L2’ team are not permitted to contact the ‘L3’ team who are ‘fixing’ the problem. In fact the L2 team, and its supervisors, cannot contact you as the customer (unlike what one supervisor led me to believe he would, twice!). You have to wait for the L3 team to fix it. They don’t have a priority system for escalated issues so I don’t know how they manage their workload. What hope have I got? I’m probably behind the outstanding problems for 2019! All I can do is ring daily so they don’t forget me :slight_smile: Why would anyone pay for the ‘Ultimate Help Desk’?

Unbelievable. It’s the proverbial right hand not knowing what the left hand is doing.

Tagging another user whose problems recently got escalated up the chain from L2. Giving him a heads up on the response he might encounter. @majorbuzz

I have asked whether L2 could ‘visit’ L3 for a chat. Apparently they are not on the same floor/building in Jaipur! Its probably a sackable offence to show initiative anyway!

Maybe L3 is hermetically sealed. :wink:

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@Puzzler–Thanks buddy. I see what was mentioned about the level 2 and 3. I’ll be sure to ask them about that, if they do ever call back.

In another post you wrote to me about the old URL that was snagged, I wanted to thank you for this idea about how to use Virus Total’s URL scan. I’ll give it a shot. Cheers for now… and thanks

Update. Same old ‘party line’ from Chat/Phone so went to Nortons on Facebook. Posted and was asked to contact via PM. That takes you to Level 2 'social media support"! After the same old hoops, I have been told I will be contacted today! Lets just say, Ill keep you informed as it may benefit others :grinning: