I was lied to when I resubscribed, offshore sales, was assured that I was paying for the exact coverage I had before, WRONG, driver updates were not included now they want $49.95. ??? Offshore SCAM ???
Unable to get anyone to help on this !!!
I don’t think I will be renewing when my subscription ends.
There has to be an onshore honest company that can do the same WITH real people !!!
Hello @wmpplk
You were able to reach support?
Support did not help?
What’s was your coverage?
What’s your current coverage?
Was there a misunderstanding? on Norton side…on your side?
Norton, like many large multinational technology companies, primarily uses offshore support centersto reduce operational costs and provide around-the-clock, global customer service.
Key reasons for this business model include:
Cost Efficiency: Utilizing call centers in locations like India allows companies to lower labor and infrastructure costs compared to operating entirely in high-cost regions.
24/7 Availability: A global network of support centers enables Norton to offer customer assistance at any time, across different time zones, which is crucial for a product that provides continuous security protection.
Scalability: Offshore centers provide the flexibility to scale the support team up or down based on customer demand without significant overheads.
While the primary level of support is often offshore and utilizes agents working from scripts, higher levels of support for more complex issues are typically escalated to more knowledgeable, in-house Norton employees.
It is important to note that customer experiences with offshore support can vary, with common complaints often relating to language barriers or agents adhering strictly to scripts, which can be frustrating for complex technical problems. Norton monitors its support interactions, including chats and remote sessions, to maintain some level of quality control.
Norton does not have a formal, guaranteed system for requesting US-based (on-shore) support. Most standard customer support interactions (phone and chat) are handled by a global network of centers, often offshore, for cost and efficiency reasons.
However, some users in the Norton community have reported the following unofficial methods that might increase your chances of speaking with a US-based representative:
Request escalation: You can explicitly ask the initial support agent or chatbot to be transferred to a US-based representative or a higher level of support. There is no guarantee this request will be fulfilled, but higher-tier technical support may be located in the US.
Use US-specific phone numbers: Some community members have shared specific US-based numbers, such as 1-800-745-6061 or 1-800-745-6034. Calling these might route you directly to a US office, but wait times can vary, and it’s not a guaranteed path to a US agent.
Call during US business hours: Timing your call during typical US business hours may improve the odds of connecting with a representative in a US call center.
For official support, the best path is always through the Norton support website which provides current phone and chat options after you specify your issue.
Alternatively, you could look into a different security provider; some competitors, advertise their support as being 100% in-house and located in the United States.
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Norton’s general technical support is widely reported by users to be largely handled by off-shore teams, with many customers in the US experiencing communication difficulties with agents located in other countries.
However, specific premium services within the Norton ecosystem may offer US-based assistance for critical issues:
Identity Restoration Specialists: For customers who purchase one of the LifeLock identity theft protection plans, access to U.S.-based identity restoration specialists is a key feature. These experts are specifically trained to help members recover their identity in the event of a breach and this is a distinct service from general tech support.
General Tech Support : For everyday technical issues with the antivirus software itself (installation, errors, etc.), users in the Norton Community forums frequently express frustration over the inability to reliably reach a representative located in the United States. Support is available 24/7 via phone and chat, but the location of the agent often varies globally.
In summary, while specialized identity-related help includes on-shore expertise, general software support for standard consumer devices is typically not guaranteed to be US-based.
Total Defense: Total Defense emphasizes its “friendly US-based team” that is available to assist with customer care and technical support via phone during business hours (Monday-Friday, 9:00 am - 6:00 pm Eastern Time).
ESET HOME Security: ESET specifically notes that it provides US-based customer service to help prevent language barriers if users need help with the software.
Microsoft, an American company headquartered in Redmond, Washington, offers various US-based support options for Microsoft Defender users, especially for those with a paid Microsoft 365 subscription .
Trend Micro offers US-based support through its North American headquarters and various US offices. Trend Micro emphasizes providing support for the United States and Canada through specific regional channels and personnel.
VIPRE proudly offers free, US-based support for all of its antivirus products. The company explicitly highlights this as a key feature of its service, developing and supporting its products within the United States.
Webroot offers US-based support for its products. The company is US-based, headquartered in Broomfield, Colorado, and explicitly states that its support is 100% in-house and located in the United States, Ireland, and Australia.