By way of an update for those who tried to help me and those expecting help from Nortons.
Well its coming up to 18 weeks now since I logged the problem. There is a person in the US who is sort of ‘overseeing’ the handling of ‘my case’, but he cannot ring me from there, only email. So Jaipur rings me and I have to let the guy in the US know when that’s happened via email! Well under three weeks ago, and for only the second time since I logged the problem, a remote session was used to collect logs needed for analysis. So essentially, up until then, NOTHING had been done for 15 weeks as it was just a case of placate the customer by saying their problem was being worked on while it was just sitting in someone’s electronic ‘in tray’ or queue. I got an email last Friday to say I might see a POTENTIAL fix in MAY! Meanwhile I STILL have no access to a fully licensed product I paid for. As another example of how frustrating this experience has been, despite Nortons asking me for times it would be convenient to call, and I responding with such times, it seems that’s just more ‘lip service’. Since I said I’m available Monday to Friday, well no, I’m not sitting at my computer at 4pm on a Saturday afternoon in Summer! In this day and age this sort of response is beyond a disgrace!
the support is not good lately.
My case is stuck in L3 hell.
the front line support barely knows anything. They say ..oh i will fix it..but they dont.
i have been told 4 times i would get a call back but get no call. and then sometimes they like to say, “we have tried multiple times to contact you.” and that is a blatant lie. No one will give me an update. This is poor support now. The management is bad. They are almost like scammers at times lying to me. I definitely didnt get any calls from Norton. i was always at my phone and my phone keeps records of incoming calls. haha That last guy i talked with lied to me and i told him not to lie to me. this is not good support. i just want to know why not all files are getting backed up but they cant tell me and cant fix my issue. i just want an honest answer. I am beginning to not trust these people. i dont like being lied to.
I am coming up for 5 months into this problem. It was only a month ago that they collected the data they need to investigate. I have been told they will have a solution in May. Almost three weeks in and nothing. They don’t even respond to emails now. They are full of the brown stuff and I have absolutely no faith in them. Its say a lot about the company, their training protocols and their outsourcing strategy.
Appreciate the help but Norton needs this Level 3 team to fix this. i pay Norton. They kept telling me that someone from level 3 would call. No calls. They lied to me.
Thanks by no. I bought SodaPDF standalone app because is offered the functionality I needed at a time Abode and others didn’t. I have it associated with a number of apps I use, not just Microsoft. The ‘technical support’ (I use the term loosely) tried to reinstall it when I first logged the problem (Jan 6) but nortons kept quarantining the files.
Well its over, but not the way you would expect. Nortons have closed the case after three unsuccessful attempts to call me over 4 days, including on the Saturday of a holiday weekend while I was away from my desk. Stupid me didn’t realise I had to sit there for the entire 6 months while they figured out what to do. Oh wait . . . they didn’t ring. Even my phone Provider can attest to that! Tuesday morning after the holiday weekend I sat in a queue for 93 minutes before I had to hang up for a Teams meeting. I have emailed my case manager ‘Connor’ who is in the USA but can’t ring me because he can’t call Australia! I emailed him as he requested to let him know what the jaipur team had (not) done and no response for over a week. One of these emails included the fact I was not available Saturday through to Tuesday (yes, a holiday weekend). So I have screwed program, a closed case and hours of lost productivity behind me. This is what you get for your money when they F*^$ up. Class action anyone. Any opportunity to discredit this organization will be taken, including the survey sent automictically when they closed the case. Doubt they know how to use the results of a Net Promotor System. I do!
@KM_LeLievre I am aghast that your solution had to be the way you posted. We here have long posted about customer support and the lack of it in a quality manner. Poorly trained and scripted just doesn’t get the results that are expected most especially for the prices for Norton products and all the BETA testing being done by customers for months on end. It has all fallen on deaf ears thus far. Thank you for the post-back with your resolution.
Apparently this is the path many are following these days. Outsource to the lowest bidder, provide a script, not training, and paying particular attention to strategies to lie/obfuscate to keep the customer at bay. Anyway, thanks for you interest. Further details can be obtained from email = nortonsupport3_emea@norton.com .Feel free to inundate it. No one responds anymore!
They make things up. They told me they tried to contact me but there was zero record of that on my phone. It is shady behavior there. You are not alone. i have many occurences where they say they will call me at a certain time, but then they do not call. It is bad. Why promise that and not follow through.
Just curious, have other users here ever been told they would get a callback from level 2 or 3 and then didnt get a call back? This has happened to me several times now. It is more often than not. Probably about 80% of the time , they do not call back. I am not sure why they dont call back. i called in about this and they told me they alerted the team and they will call back but they dont. It is weird. Why schedule this at all? Dumb. It wastes my time. Has anyone else dealth with this. Let me know. ALso, do you get different explanations from different support staff on the same issue and it is a completely different explanation? I do. They tell me things that arent even true. It is pretty bad. It almost seems like they make things up at times. I think they do to just get the call ended. This product needs work. Thanks.
I just spoke on chat and they are lying to me saying they tried to contact me. haha nope That is a blatant lie. They lie to my face. No one from norton has called my phone today. Nobody. i have my cell phone on me all day. No one called me. I wonder why they lie and tell me they called. We can prove there was no call these days. I hate being lied to. That is really lame. Get your act together Norton.
They excel at lying and destabilising your mental health. Once I realised they were lying about pervious contacts (4 months before THEY closed the case) I had my phone with me EVERY TIME they said they tried to ring. Obviously they allow the so-called technical support in India to ring up, but on twice in 6 months. However some guy Connor in the ‘Norton and LifeLock Escalation Team’ in the USA couldn’t ring Australia! He also didn’t respond to emails in the two weeks before the case was closed, so I bet his job in now in India too! I wonder if any of those Nortons support levels realise they will be replaced by AI. So more GIGO
On a happier note for me, the SodaPDF software corrupted by Nortons support and its software is now working happily. Took me three weeks to clear the backlog of tasks but their team was terrific at sorting out a solution with no added pain for me. I was very impressed and have since upgraded based on TRUST. As a last word, don’t ever believe in Norton’s. Since this episode I have taken note of what happens when and its outcomes. As a result I have now cancelled Ultimate as it inflates what it reports so I was literally paying for Nortons imaginings. Good luck!
Your concern is being addressed in this thread. Please understand there are thousands of callers every day to support, 24/7/365. Give my process of tagging a chance to gain traction.
Sure. The problem is driven from a poor product, but what bothers me more than that is the lies. They tell me they will call me at a certain time and then don’t. Then i call someone and they say they tried to contact me, but they did not. I was here waiting and no call and no record of the call. So, it is not a problem of thousands of callers but of breaking promises and then lying to me. THat is different. It is a mess. SLOPPY SUPPORT. very sloppy. Last night they said they would call me tonight at 7pm but i doubt they will call. The green check is there for scans now and they said they werent using them. And the protection report from the alert still had bogus information on it saying i didnt scan for 30 days. Total joke. I scanned a day ago. Need this product fixed.
They said they would call me tonight. I doubt it. I will be here. I hate the lying. Always saying they tried to contact me. Nope. Our phones keep the records. I told support to stop lying to me. This product is not working very well. The scans were said to not be using green checks but they come up sometimes and the alert protection report has erroneous info saying that i didnt scan for 30 days but i had a scan yesterday. It is just a buggy product. It also misses files in the backup. The support is not good and no one is on same page here. It is just amateur hour.
I thought those of you who tried to offer support to me on this issue, and many others on all the other stuff that has failed, would be pleased to know that the Community is monitored by Norton so they know when its safe to make an appearance! The NPS survey, if read, might give someone a laugh!
Email received 17 September 2025. My response is Bold Text and sent today.
Dear Kathy,
My name is #^$%!@, and I’m with the Norton and LifeLock Escalations Team. We’ve spoken a number of times (we haven’t – apparently you can’t ring Australia. Same with Jaipur support, when it suits them) regarding the issues you experienced, and I want to begin by once again apologizing for the difficulties and frustration this situation caused you.
I understand that the problem with your SodaPDF software has since been resolved and is now working again. (Reading Norton Community? Only way you could know that my SodaPDF app is working. So yes, resolved and working again, but not because but of Norton support) While I regret (not as much as I do) that our previous support was not able to bring this to resolution sooner (It didn’t this time!!), I do want to make sure there are no other current issues with your Norton or LifeLock services that still need attention. Well perhaps you could have responded to my emails on the 5th, 7th and 10th of June when I stated I still had an issue. It took me 6 months NOT to get the issue resolved and you contact me THREE MONTHS LATER after Jaipur closed it. I detect a pattern here!
If you are not experiencing any further issues, I will consider this case resolved and closed. (Since the last email I sent to you was my despair at Jaipur closing the case without ever speaking to me, I think we can safely assume that ship has sailed). However, if there is anything else you need help with, please let me know and I’ll do my best to assist. Pass.
Thank you for your time and for allowing me the opportunity to follow up with you. IT’S YOUR JOB!
