NORTON 360 DELUXE , WINDOWS PC
Problem: Protection Report is wrong 
(the one from the alert) and Scans sometimes show a green check but then they dont show them. Very strange. Inconsistent. Need someone to call me back from LEVEL 2. i am waiting here for 25 minutes so far. 
They said they would call me. Where is the call???
I have an open case and was told that i would get a follow up call tonight at 7pm E.T. It is now 725p. Where is the call? Why do they say they will call but dont. None of what they said is true either. The alert with the Protection report has bogus info in that report. I was told i wouldnt get those reports anymore, but i did. Then they also said, Norton isnt using green checks anymore for scans and today i see one for Full system scan. haha THis is nuts. Everyone gives me different information. i need a developer or someone that really understands this product. This is unfair for me to sit and wait for a call back. Terrible. where is the accountability there? No accountability or consistency. Need the support on the same page there. Who is in charge? where are you?
@gmPro182 Hoping Norton does follow through with the call they scheduled for you. This is what I see with my protection report. Use this post as validation from a Guru that you are indeed correct.
Opening the report there ARE green checks there as shown below. The no scans past 30 days is inaccurate in that, I do scans manually, but quick scans were done, and on its face nothing downloaded was scanned during the downloads. I can validate that last one based on the non appearance of any notifications downloads were scanned and deemed safe or unsafe.
SA
for the protection report, i am not talking about green checks. I am talking about in the protection report, it says i havent scanned in 30 days. The green checks is not part of my question of the protection report.
the protection report is wrong. it says no scans in last 30 days and yours says that too. I scanned last week. That protection report is bogus.
At any rate I’m just saying you ARE seeing incorrect data the same as I.
Regards,
SA
yes, the green checks issue is with…. SCANS. The woman from LEVEL 2 said they were not using green checks anymore for scans because it made users think things were ok and they didnt need to scan other devices. But now i see a green check in the scans area. They are supposed to call to check on the status of the issues. Where is the call? This is unreliable support.
Yes, your protection report from the alerts is wrong just like mine. This product has bugs galore. I am helping them but not getting paid at all and losing my free time. I have given them hours of help. THey did not solve much and it takes forever. This application has so many issues with it. Needs some work and the support has all kind of different explanations. Now the person i spoke with says i will get a call back tonight..but isnt sure when. He said before midnight. Haha this is crazy. i had it set for 7pm. Now it is 745pm. This is very poor support.
Unfortunately we Guru’s are not Norton employees and don’t have access to support in any way. I will escalate for you in another way to hopefully get someone to answer up Norton side.
SA
Last weekend the woman said she would call me at 7pm. NO CALL. where is the call? THis is a tkt with level 2. Where is my call? i waited here. i left a party to come home for this. That is not fair to me. Someone please call. i have yet to speak with any true Guru there. I wish i could find one. Too many varying explanations there. No true gurus yet. a true guru would have explanations and solutions that work. This application is never working properly. I have this issue and then another where my files dont all get backed up. I need a real developer. I think that is the issue..in the product itself. Support just tries to create some sort of explanation and that is why none of them are consistent. They make things up to cover for the product. I have heard all kinds of goofy explanations from level 1 and then level 2 seems to have this problem as well. This scheduled callback where they do not call has happened in the past where they say they will call back and then dont. That hasnt improved. Not good to do this to customers. I should leave and try a better product i think. They do not respect my time at all.
There is a link where I have tagged/flagged this thread for escalation in your opening post, near the bottom left corner. It will not open for you but Norton and Admins will review it. As always we don’t have time frames for when that will be.
SA
ok, thanks. Norton needs to call me back. Why do they set up call backs and not call me??? Ridiculous. A decent company would not do that. That is amateur behavior. I better get a callback soon, Norton. If you are not going to call back, why give me a day and hour. Dumb. I came home early. It is such an amateur operation there. I attached screenshots showing how that Protection report from the alert launch has bad info about scans. And i also show a green check for the Full scan that recently ran. This application has issues. It shouldve been tested before launch. It has been uninstalled and reinstalled enough. It should work. Why so much time spent on issues with this product. FIX IT NORTON.
