I agree in general, that the reporting customer may not have Norton software installed (and it's certainly not necessary for them to have it installed, though we prefer it 
). However someone MUST be our customer in order to see the site verification issue. Whether it's the poster or a customer of the poster, without the software being installed there is no issue being seen. However, our reasons for not creating a separate board for them are separate and involved.
There are certainly reasons to create a new board, and I can see how your reasons are valid ones. Without all of the information about the site verification issues, I can see how it would make a lot of sense. Additionally, I'd agree with your assessment, were it not for the below factors in board creation. Please allow me to elucidate:
Reasons to create a new board:
1) Many issues on a subject scattered throughout forums, generating confusion or frustration for experienced forum users
2) The board subject will continue to experience a high & growing rate of threads/post/interest
3) The board subject is something we want to promote and encourage a higher rate of posting
For #1, I think you're hitting the nail right on the head -- Safe Web Ownership authentication issues have increased dramatically. At the same time, the issues are scattered on different boards, with different subjects. Sure, we try to tag every one of them with a specific tag to make them easy to find, and that has helped. But it's not perfect. I completely understand, and I completely agree with how frustrating it is. This is a compelling argument, but it's not the only reason to create a new board.
#2 is a critical issue against creating a new board for these threads. There are some issues with ownership verification, and that will hopefully be resolved soon. Once it's resolved for the majority of users with the problem, the board traffic dies, leaving the proposed new board as a Ghost Town. Any users experiencing these issues, rare that they might be, would be reluctant to post to a board with very little traffic. This isn't conjecture, this is human factors engineering. It's been studied.
It can be argued that #3 is really more of a concern for "enthusiast" type boards, as opposed to "support" type of boards. However, I think for #3 there needs to be a balance between what customers want to discuss, and what we want to promote. And as you've seen often, we keep a lot of threads available that are sore subjects for us, but getting answers to them are a priority to our customers. I think we do a good job of maintaining that balance.
Your other point, about moving them to the OTHER board, maybe be an alternative I consider after the update is released. I'd like to give it a chance to work its "magic" and help most of the threads first.
And another point (I know, a long message for a Sunday), it would be incredibly easy for me to create a new board and move the site verification issues to that board. A few simple clicks, done. I wouldn't need special permissions or approvals, just a few minutes and it's done. The difficult part is analyzing what has happened in the past (site verification issues on the NIS & N360 boards), working on resolving the issues now (creating better processes and adjusting to major issues experienced by customers), and trying to predict what happens in the future.
I can completely empathize how difficult things are in the present; we have worked closely with the team over the past several months, and they are painfully aware of the reported issues. With updates coming soon, my job is to look to the future and try to make the best decisions now to ensure things run smoothly going forward. Unfortunately, I can't share dates since schedules sometimes shift. When I get some more solid information on the update, I will share it. And as I've said before, this isn't a 100% "no new board ever" situation. It's a very 51/49% situation, where those 3 points above must be balanced. My job is to evaluate that balance and make good long-term decisions. I hope this clarifies the situation. I invite any questions you may have about this issue.
